#marketing-cx-cs-retention

hi! hope everyone has a great start to the year!! Would love to ask - are there any email marketing agencies that this group recommends? thank you!

I'd lean towards option a based on what has been shared above, and is something I have done for many brands in the health space. However, something you should consider is what do your baskets typically look like? Do you get people buying one product on it's own mostly, and how does that % split look like across the 4 products?

If you have people buying one product mostly, then option B could be an option.

Focus on trying to achieve the following:
1. Eliminate buyers remorse, especially given that it is high-ticket
2. Encourage consistent AND correct product usage, integrating it into their lifestyle
3. Addressing questions/concerns with personal check-in's from a member of the team (almost a concierge style service)

@Tobi Chapman what are thoughts on this?

@Wiehan Britz

Is anyone using instant.one? Any thoughts and when to invest in something like this?

Very good option. I have used it for a few clients and it's great. It is way better than Klaviyo's pop-ups and you have more ways to customize it with Alia.

Looping in a few folks here who might have experience with this <@U07TS08A8UW> @Rubens Ferner @Tomas Bukoven

Honestly a no-brainer. The app pays for itself and the opt-in rates are phenomenal! Couldn't agree more that no one else comes close.

We have yotpo in place right now.

I’m assisting an eyewear brand that hasn’t done a great job collecting customer reviews. We need to build review volume quickly, while also ensuring each SKU has enough reviews to feel credible, but the challenge is that the catalog includes many SKUs. What’s the best way to scale reviews efficiently without fragmenting social proof or overwhelming customers?

Anyone running Exit-Intent Surveys? What are the results you're seeing with that and what tool are you using to run it?

Hi All. Is anyone aware of a customer service chatbot that incorporates ai very well? Gorgias charges $1/ticket which seems unnecessarily expensive. I’m wondering if there’s a more reasonable alternative out there. 🤞

I just started issuing store credit in Shopify for warranty & repair issues. Now instead of a return/exchange process we just give them store credit. So far the upsell rate when they come back has been amazing. This certainly turns my frown upside down.

What’s the best SMS platform out there? We’ve been using Emotive and quite happy with it. Haven’t felt the need to switch, but I’ve now been hearing quite a lot of good things about Postscript 👀

How are you segmenting your BFCM emails? Do you exclude let’s say last 30 day customers? Do you send to entire email list or only ‘active’ in the last 180 days etc?

1. Maybe goaffpro? Not 100% sure though

1. Malomo.
2. Smile.io could be cost effective. Can look at Stamped as well.

Malomo is great! Happy to connect with the team.

I worked at Wonderment and it was great then but now they're acquired by Loop, so not sure.

Anyone got recommendations?

Curious, what’s the biggest challenge you’re seeing in your retention flows right now?
Welcome emails, post-purchase follow-ups, win-backs… something else? Would be cool to hear what’s working and swap ideas. Sometimes just seeing how others handle it sparks the best improvements.

Hey everyone!

Curious, which channels are you actively using in your retention flows right now? (pick all that apply)
1️⃣ Email
2️⃣ SMS / Text
3️⃣ Push notifications
4️⃣ Messenger / Chat apps
5️⃣ In-app messaging
6️⃣ Other (reply below!)

Would love to see which channels are working best for everyone!

Collecting zero-party data upfront about pain point/goal/motivation and then mapping that up to the post-purchase communication is great - resource heavy due to the content variation needed but massively increases relevance of comms which lends itself to better retention.

<@U087CT353DF> makes a great point - RFM models show that recency is one of the strongest indicators for likelihood of another purchase. There's nuance to it based on the brand and price point (e.g. immediately upselling someone as a basic t-shirt brand is great, but doing it as a mattress brand likely won't perform anywhere near to the same level and could even tarnish the relationship).

A cool one to try is using the order editing app to hold peoples orders and allow them to add additional items at a discount.

I've got a cool plain-text email format I'll share on the session 👀

Love this point, <@U087CT353DF>! @Tobi Chapman, you’ve been talking about this too. Mind sharing what you’ve seen work for other founders when it comes to post-purchase email/SMS strategies?

Also, for anyone interested, Tobi’s going to dive even deeper on this in an upcoming session, so stay tuned for tips on squeezing more value post-purchase! 🎉

Wondering…did Sendlane just fade into obscurity or has the platform improved significantly in the last year?

https://www.mailmodo.com/tools/ai-email-writer/

Heard good things about this