Multichannel Customer Support Systems

3 out of 5 product pages I work on have bounce rates above 70%. Most often, this is due to - 1. Low-quality ad traffic 2. Poor UX on the PDP  3. Basic, non-engaging product images  4. Lack of information / USPs about the product  5. First fold of the PDP not being optimized If you're sure that your targeting is on-point and that good quality traffic lands on your PDPs, then reducing your bounce rate should be the #1 priority. As, a lower bounce rate equals better conversions and higher revenue. In this example, using Mothercare PLC's PDP, I’ve implemented changes that can reduce the bounce rate by building trust in the brand and the product. Below are the 6 changes I recommend a/b testing - 1. Moving the product name in the first fold along with other details like reviews, price. In this case, I've also changed the product name a little, adding 'Pack of 3' which creates value for the amount they're paying. 2. Add a lifestyle image of your product being worn or used. More important for fashion brands where size is a common concern. 3. Add key USPs about the product. Especially in this case where the parent wants to know whether it's a good material and easy to change. 4. Add info on what size the baby is wearing, enabling the shopper to be more confident about their sizing decision. More important here as baby clothing is often bought by relatives and friends and gifted at baby showers, birthdays. 5. Replacing the wishlist with a 'Buy Now' CTA as that can help the user checkout immediately. 6. Optimizing the area around the add to cart by adding information on the shipping timeline, free shipping, and returns. Add a prominent 'View offers' option which can motivate users to complete their purchase. Other than that, I've implemented the following UX changes to improve the shopping experience: 1. Improved the image browsing experience by adding thumbnails and a sneak peek of the next image. 2. Made the size selection easier and more intuitive. Changing the section's title to 'Select Size', and showing a prominent, selected size by default. 3. Increased the CTA size for Add to Cart and Buy Now. Found this useful? Let me know in the comments! P.S. Being able to identify these minor details is a skill worth developing. The best way to do this is by looking at competitor websites. Carefully observing what elements they use on their PDPs can help you understand the industry and its requirements better.

I’m not asking my CSMs to resolve support tickets. I’m asking them to leverage them. Support tickets aren’t just a backlog of problems; they’re customer truth bombs waiting to explode. If you’re not mining them for insights, you’re flying blind—and that’s exactly how churn sneaks up on you. Every Customer Success team I’ve ever led has been trained to use Support tickets strategically. Why? Because they’re packed with insights that make us better at our jobs. ✅ We learn more about the product. ✅ We spot trends before they become problems. ✅ We understand our customers’ use cases more deeply. If you’re not tapping into support data, here’s what you’re missing: 🔥 Emerging Pain Points Recurring issues expose friction in the customer journey. Ignore them, and those minor frustrations turn into churn-worthy headaches. 🔥 Product Gaps Customers vote with their tickets. If the same feature requests or usability complaints keep surfacing, your roadmap is practically writing itself. 🔥 Engagement Risks A spike in tickets isn’t just noise—it’s a flare. Users don’t submit tickets when they’re thriving; they do it when they’re stuck, frustrated, or in need of more enablement. Here are a few ways my team and I are using these insights: ✅ Spot & Engage Struggling Users A surge in ticket volume? Proactively reach out before frustration turns into a cancellation. ✅ Create Targeted Content If the same questions keep coming up, turn those insights into help docs, webinars, or office hours. ✅ Surface Expansion Opportunities Seeing frequent feature requests? Build them—or better yet, use them to tee up expansion conversations. ✅ Map Out User Behavior Support tickets tell you who’s onboarding, who’s adopting new features, and who’s stuck. Use that data to drive deeper engagement. ✅ Collaborate with Product Your product team needs this intel. Share support trends regularly to influence meaningful fixes and features. High ticket volume isn’t necessarily a bad thing—but you need to know how to use it to your advantage. Bottom line? CSMs don’t need to fix support tickets. But the best ones know how to use them to drive retention, expansion, and adoption. _____________________________ 📣 If you liked my post, you’ll love my newsletter. Every week I share learnings, advice and strategies from my experience going from CSM to CCO. Join 12k+ subscribers of The Journey and turn insights into action. Sign up on my profile.

Hey there! 👋 Let's talk about something that's probably keeping you up at night - inventory management. I see so many amazing e-commerce businesses treating their inventory like a coin flip, and honestly, it breaks my heart because I know how much potential they're leaving on the table. 💔 Just last quarter, I had the pleasure of working with a fantastic client who was juggling inventory chaos across multiple channels. Sound familiar? We're talking disconnected systems, endless spreadsheets, and that exhausting cycle of putting out fires instead of actually growing the business. Here's the beautiful thing - the fix didn't require rocket science, but wow, did it change everything! ✨ We set up real-time inventory syncing that actually works. Now when something sells on Amazon, their Shopify store knows about it instantly. When wholesale orders come flooding in, their direct-to-consumer channel automatically adjusts. It's like magic, but better because it's real! We also implemented smart reorder points with safety stock buffers - no more playing the "will we run out?" guessing game. Plus, we strategically positioned their inventory in modern fulfillment centers to create a distribution network that just flows. The transformation was incredible: no more awkward conversations with customers about delays, no more sitting on piles of inventory in one location while being sold out everywhere else. The numbers speak for themselves - 98% order fulfillment with 25% lower carrying costs! 🎉 That's what happens when you stop treating each channel like a separate business and start thinking like the unified operation you really are. At the end of the day, your customers want their stuff fast and hassle-free. They don't care about your backend systems - they just want that seamless experience every single time. I'm curious - what's your biggest multi-channel inventory headache right now? Let's chat about it! #EcommerceSolutions #LogisticsExcellence

Customers expect seamless interactions across every channel, whether they’re online, in-store, or on social media. While this is the backbone of customer satisfaction and loyalty, ensuring that every interaction feels seamless and personalized can often be a challenge. It’s not just about solving problems as they arise but also about truly understanding your customers' journeys, addressing their pain points, and creating a unified experience across all platforms. So, how do we make this happen? Here are five steps to delivering a consistent omnichannel experience: 1. Know Your Customer Understanding your customers’ preferences, behaviors, and challenges is the foundation of a great omnichannel strategy. Dive deep into your customer data to truly know who they are and what they need. 2. Integrate Your Systems Seamless integration between your systems ensures smooth communication and data sharing across all channels. This prevents disjointed experiences and empowers your team with the right insights at the right time. 3. Maintain a Consistent Brand Image Whether it’s a social media post, an in-store interaction, or an email campaign, your brand identity should remain consistent. A cohesive message builds trust and reinforces your brand’s promise. 4. Create Seamless Customer Journeys Transitions between channels should feel effortless. Customers shouldn’t feel like they’re jumping between disconnected silos but rather engaging with one cohesive system. 5. Implement Personalization Strategies Customers expect personalization. Tailor your offerings, interactions, and messaging to each customer to make them feel valued and understood. Are these steps easy to implement? Not always. I believe that just as empathy in customer service requires ongoing effort and training, delivering a consistent omnichannel experience demands constant evaluation, refinement, and investment. But the payoff is undeniable nevertheless – you realize that stronger customer loyalty, better brand reputation, and more meaningful connections with your audience. What’s your biggest challenge in creating a seamless omnichannel experience? Share your thoughts or insights in the comments. We’d love to learn from your journey! #CustomerExperience #Omnichannel #CustomerJourney #EmpathyInBusiness #CX #KSA

Management Information Systems (MIS) reporting is undergoing a transformation, driven by new technologies and evolving business needs. As organizations continue to navigate increasingly complex environments, the demand for more efficient, insightful, and accessible reporting has never been greater. The future of MIS reporting lies in leveraging these advancements to create smarter, more personalized, and faster insights. 𝐻𝑒𝑟𝑒 𝑎𝑟𝑒 𝑡ℎ𝑒 𝑡𝑜𝑝 𝑡𝑟𝑒𝑛𝑑𝑠 𝑠ℎ𝑎𝑝𝑖𝑛𝑔 𝑡ℎ𝑒 𝑓𝑢𝑡𝑢𝑟𝑒 𝑜𝑓 𝑀𝐼𝑆 𝑟𝑒𝑝𝑜𝑟𝑡𝑖𝑛𝑔:  Real-Time Reporting: Gone are the days of waiting for weekly or monthly reports. Real-time reporting allows businesses to access immediate insights, enabling faster decision-making and helping teams react to market changes or internal challenges without delay. Advanced Analytics Integration: With the power of Artificial Intelligence (AI) and Machine Learning (ML), MIS reporting will move beyond basic data presentation. These tools will help in predictive analysis, trend identification, and deeper data interpretation, turning raw numbers into actionable insights. Interactive Dashboards: The future of reporting is interactive. User-friendly dashboards allow for deeper analysis with the ability to drill down into specific metrics. This empowers users to explore data on their terms and uncover insights that may not be immediately visible in static reports. Cloud-Based Solutions: Cloud technology offers greater flexibility and accessibility. With cloud-based reporting, teams can access reports from anywhere, enabling enhanced collaboration, real-time updates, and seamless integration with other business systems. Increased Personalization: As businesses become more focused on specific goals, tailored reports will be crucial. Instead of generic templates, reports will be customized to meet the unique needs of different roles and departments, ensuring that relevant insights are delivered to the right people at the right time. The future of MIS reporting is an exciting one, driven by advancements in technology that promise to make reporting more agile, insightful, and responsive. For organizations that embrace these trends, the ability to make data-driven decisions faster and more effectively will be a competitive advantage. What trends do you think will have the biggest impact on MIS reporting in the next 5 years? Share your thoughts in the comments! #MISReporting #AdvancedAnalytics #DataDrivenDecisionsMaking #InteractiveDashboards

✨ Transforming Information into Experience ✨ What looks like just an “order details” page can make or break a customer’s journey. On the left (Before UX) ➡️ Plain text, hard to scan, no hierarchy, no visuals. Users have to read line by line just to understand their order. On the right (After UX) ➡️ Clear structure, visual hierarchy, and context-rich details. A user instantly knows: ✅ Where the food is coming from (restaurant info with logo & address) ✅ What’s ordered (with order ID & image) ✅ Delivery status & time expectation ✅ Pickup & drop-off details with map-style markers ✅ Delivery partner info with quick action buttons This isn’t just about making things “look pretty” — it’s about reducing cognitive load, enhancing trust, and giving control back to the user. A small design shift can transform a bland experience into a seamless, delightful journey. Good UX = Less confusion, more clarity, and happier users. 🚀 #UIDesign #UXDesign #BeforeAndAfterUX #UserExperience #DesignThinking #UXCaseStudy #UIUX #ProductDesign #UserCenteredDesign #DigitalExperience #InteractionDesign #DesignMatters #UXJourney #GoodDesign

Effective Financial Reporting: Best Practices and Strategies for Clarity and Compliance As a seasoned CFO with over 34 years of experience, I've a good understanding of the impact of robust financial reporting. My latest e-book delves into the best practices and strategies for achieving clarity and compliance in financial reporting. Here are three key insights from the book: 1️⃣ Leveraging Automation Embrace automation to reduce human error and enhance efficiency. Implementing financial software and continuous monitoring can streamline data collection and report generation, ensuring accuracy and timeliness. 2️⃣ Advanced Reporting Techniques Explore integrated reporting by combining financial and non-financial data for a holistic view. Utilize predictive analytics to forecast future trends and improve decision-making, and enhance report readability with dashboard and visualization tools. 3️⃣ Addressing Common Reporting Challenges Tackle complex transactions such as mergers and acquisitions by conducting thorough due diligence and ensuring accurate purchase price allocation. Implement effective strategies for managing foreign currency transactions and adapting to evolving revenue recognition standards. Effective financial reporting is not just about compliance; it's a strategic tool that drives informed decision-making and builds stakeholder trust. By adopting these practices, you can elevate the quality and reliability of your financial reports. ♻ If you found this useful, please share! #FinancialReporting #CFOInsights #FinancialManagement =============================================== 🔔 My name is Syed Irfan 📣 I am Fractional CFO and Coach & Mentor to C-suite 📕 I write about Strategy, SME Financial Management and M&A

Personalisation is talked a lot about in commerce, yet I am seeing very few SMB's walk the talk. Personalisation with purpose is key to investing time and resources which are finite in any SMB retailer and I suspect why it is rarely implemented. Segmeting your customers into four key groups is a crucial first step: Loyal customers - repeat, full price shoppers Discount customers - repeat, discount shoppers First time customers - single purchase shoppers At risk customers - haven't purchased in 6 months (adjust time frame to your average repurchase rate time period) Now build a strategy accordingly: Loyal customers - exclusive first to know when new product drops (don't scream sale to them) Discount customers - first to know when you go on sale First time customers - serve them the products second time customers purchase At risk customers - send them a really hot offer to see if you can entice them back, maybe even ask them why they haven't shopped again with you? How does a retailer "one up this", look at patterns in what your customer groups buy. A great example of this is a strategy we rolled out with a footwear brand which I shared with the Klaviyo team in Sydney this week... Before going on sale, segment your slow moving or end of season products into sizes. Build custom landing pages (this can be down using search filters as well) showing the styles and products in that customer groups size. You may just be blown away too that you end up selling through all your slow moving or end of season products at full price. A simple strategy targeting niche customer size groups with styles in their size will not just drive revenue and profit, but loyalty too. These customers likely struggle to find their size more often than not! How often have you gone to a store and found what you wanted was not available in your size... 🙄 What's your top tip for tackling personalisation?

Throughout my decade-long journey in the tech industry, if there's one lesson that’s stuck with me, it’s this: your connection with your customers is everything. At Supersourcing, we’ve woven this belief into the fabric of our business. And trust me, it’s made all the difference. Here’s how we keep our customer focus sharp and true: - Listen First, Act Fast: Early on, I learned that listening isn’t just about hearing words; it’s about understanding your customers' underlying needs and emotions. We prioritize active listening—through regular feedback loops and candid conversations—so that when we act, it’s both swift and deeply aligned with what our clients actually want. - Tailored Solutions, Not One-Size-Fits-All: One of the most transformative shifts we made was moving from a transactional mindset to a partnership approach. It helps us understand our clients’ bigger picture—what are their goals? What keeps them up at night? We tailor our solutions to align with these insights, making our support feel less like a service and more like a collaboration. - Transparent Communication Builds Trust: I can’t stress enough how much transparency has contributed to our success. It’s about being upfront, even when the news isn’t all sunshine and rainbows. Our clients appreciate honesty, and this straightforward approach has helped us build strong, lasting relationships based on trust and mutual respect. - Proactivity Is Key: Waiting for a problem to arise means you’re already too late. We’ve built a culture of proactivity—whether it’s checking in on developers regularly or anticipating potential roadblocks, we aim to address challenges before they turn into problems. These strategies have been pivotal in driving not just customer satisfaction but loyalty and advocacy. It’s about being more than a vendor; it’s about being a partner who genuinely cares about the success of those we serve. How do you keep your client relationships strong and authentic? I’m eager to hear your thoughts!

How much time ⏳ do some Vendors steal from the channel? Today, efficiency is key, yet vendors requiring distributors and partners to use separate portals for quoting or ordering create a massive time and resource drain. Breaking this down: - Let’s say completing a quote takes 20 minutes on a vendor's portal (I know some are way worse) - Additional 30 minutes for duplicating this task internally - And add 20 minutes for revisions due to competitive pressures. This totals to a hefty 70 minutes per quote (and I haven’t included any other vendor's products that maybe needed on that quote!) Imagine a user processing just 10 quotes daily. This scenario translates to 700 minutes, or roughly 12 hours – far beyond a regular workday, dedicated solely to manual and repetitive data entry – for just 10 quotes 😱 So to be clear that is just a single user in a single day... Multiply that by all the channel partner users are across the globe are quoting in your products... (there is no Emoji scary enough to illustrate this statement) This process is not just time-consuming but prone to errors, leading to further inefficiencies. For international partners it, this inefficiency is magnified. They must constantly adjust quotes to account for fluctuating foreign exchange rates, adding another layer of complexity and time consumption. Such continuous recalculations exacerbate the already burdensome process, increasing the likelihood of errors and missed opportunities. Enter the solution: API integration (I know it's not even new tech 🙄😃!). By connecting systems, the need for redundant data entry is eradicated. Data seamlessly flowing between systems saves time, reduces errors, and adapts in real-time to market changes, including currency fluctuations. A quote entered once is automatically updated across platforms, cutting the time per quote from 70 to merely 20 minutes. This isn't just about time management; it's about strategic resource allocation. Time saved can be redirected to fostering customer relationships, strategic planning, and driving sales. In an era where time is money, API integration isn't a luxury; it's a necessity for competitive survival. Businesses can no longer afford the luxury of isolated systems; the future lies in interconnected, efficient ecosystems that optimize operations and enhance productivity. [PS Apologies for not adding the Distributor quote time cost in this calculation as well but I didn’t want to completely freak you out 😉] #revops #API #channelstrategy iasset.com 💬 comment 👍🏼 Like  📢 share  🔔 ring the bell