Answering the Call – Responsive Customer Service

You may have heard that content is paramount to getting attention online; while there’s good reason to trust that well-worn advice, there’s a lot more to selling online than making sure people can find you. Though it is incredibly important to share examples of the work you want to do, express the unique value of your company, and proactively answer questions that your potential clients may have, helping people to find your presence is only the first step of the journey. Once you have them on your post, following your feeds, or looking at your images and video, you have to be ready for their first action. You need to be responsive.

Being responsive is exactly what it sounds like; when a potential customer reaches out to you, you must be ready to respond, and you must do it as quickly and completely as you can. This may seem like common sense, but it isn’t a common practice. As a decorator, I would ask new clients why they chose to order from us when following up a quote; it was not unusual to hear ‘You were the only ones that answered’ or ‘You answered first’. That said, the most telling comment was ‘You took the time to answer quickly/completely, so I can tell you care about my business’. If you only take away one thing from this article, keep that in mind. Your customer wants you to care about their order, and your responsiveness is their first chance to measure how much you care.

In order to keep you on the right track to responsiveness, here are a few actionable tips:

Cultivate a 5 minute habit.

This doesn’t mean you’ll answer every contact within five minutes; what it means is if the quote, email, or other contact will take less than five minutes, don’t put it off. Do it immediately unless there is a real emergency to which you must attend.

Set aside a time for replies daily: If you are in a position where you must regularly be away from your desk, make sure to schedule time so that you can answer emails, direct messages, and return calls every day. Aim as much as humanly possible to clear your list of replies before the end of each work day.

Don’t open or advertise channels you don’t intend to follow.

If you aren’t going to take the time to answer questions from Twitter or Instagram followers, don’t create those accounts or if you have those accounts, don’t share them on your website. If your customers can find you somewhere, you’ll have to be on that site regularly or logged in to the app to check for questions and comments; once you are visible in any social context, you are responsible for replying to contacts on those feeds. Be agnostic to how a customer makes contact; answer them all.

Chat widget on DecoNetwork Home Page

We believe in using tools to foster fast, one-on-one communication. DecoNetwork agents are standing by to chat with you!

Use tools to help you respond.

If you have the time (or staff) to regularly monitor a chat window, use an integrated system to let customers chat with you directly from your web store. Use a service to automatically text customers when their order is processed. If you are someone who likes to talk on the phone, put your number prominently on line with some hours of operation, and answer those calls. Better yet, start using a CRM system to help you send out messages and keep track of your activities and integrate it with your site. Whatever you do, just don’t let those contacts linger. If it takes you reminders to remember the outgoing messages you need to send or calls you need to return, set one whenever you promise to reach out and honor that schedule.

Automation: Set it, but don’t forget it.

Automation can be fantastic. If you have set hours, using autoresponders on your social media channels lets you address the customer immediately to proactively offer contact info, hours, and even guide them to helpful resources. Using tools that allow people to set up their own orders and designs or to solve their own problems can be a game-changer, saving you time and effort throughout the design and approval process. That said, customer trust can be damaged if you aren’t present when the automated part of your process is over. Once it’s your turn to take action, reply to a question, or move an order along, it should be done expediently. If a customer has a need that your tools or online content can’t fulfil, you need to be available to fill in the gaps. You should absolutely write up that Frequently Asked Questions page, just make sure you are there for the new questions that still need answers.

In the end, responsiveness isn’t some difficult skill to master; it’s just a habit that takes regular practice. If you keep in mind the way you felt the last time someone left you on hold or never replied to an email, you’ll know why it’s so important. Take the risk to sincerely care about your customer; reach out to them quickly, listen intently, consider their needs, and take responsibility for making yourself available for follow-up questions. You will be surprised how a little alteration in your daily habits can make a big difference to your bottom line.

Erich talks DecoNetwork & Relationships on the 2 Regular Guys Podcast

You never know what you’ll hear when you tune in to the 2 Regular Guys Podcast, but you know they’ll serve up a feast of information made just for decorators complete with a side of humor and charm.  Last week, I was lucky enough to be one of the guests featured on their ‘People on the Move’ episode, in which they interviewed folks in the decoration industry who had made big career changes in the first quarter of 2017.

If you’ve been following DecoNetwork for any period of time, you’ve already been treated to my back-story more than once; here’s the short version: I’ve been in and around the decoration industry for around 20 years, spending the last 18 of those years in full-production as an embroidery digitizer, designer, and an e-commerce manager. For the last 11 years, I’ve written for industry blogs, magazines, and just been out helping decorators in the community. With a long, public history in machine embroidery and apparel decoration, it’s no surprise that the podcast to which I’ve so frequently been a contributor (and even a guest host on a couple of occasions) would want me to discuss my move to the hallowed halls of DecoNetwork. What is less wonderful is that every time I’m on the show, I get tagged with host Terry Combs’ favorite nickname for me, born out of what some feel is an odd spelling of my first name; ‘E-Rich’. This has dogged me to the point that the nickname came out, even in my first days at DecoNetwork; though with the younger crowd at DecoNetwork USA (sorry, Terry) ‘E-Rich’ has been styled my ‘rap name’.

All fun with my ‘h’ aside, I was happy to tell them all about the transition and the exciting things I’m involved in here at DecoNetwork. Though I discussed how it’s very different on this side of production and that it took some effort to make embroidery my hobby rather than my daily habit, most of the interview allowed me to highlight the opportunities DecoNetwork affords me to help my fellow decorators. I may not be on the floor with you now, but I am your advocate and voice as much as I ever have been, and the inspired, hard-working folks behind the scenes at DecoNetwork are not only allowing for that, but encouraging it.

Erich Campbell represening DecoNetwork in a decorated hat

Happily representing DecoNetwork at DAX Chicagoland

I was happy to get the chance to explain how I’m using my experience to inform my work. After all, the title Partner Relationship Manager doesn’t tell you all the places where we’re putting my time as a decorator to use. You would correctly assume that I’m talking to my industry friends in the apparel, supplies, software, and equipment spaces to see how DecoNetwork can help them and to get them more involved in what we can offer you, our licensees, but you might not think that we consider you our partners, too. I’m opening up discussions with you licensees, people interested in DecoNetwork, and decorators everywhere to find out more about what you need and what we can do for you. I like to think of myself as a a bridge; as a fairly tech-savvy person, a long-time decorator, and an online shop-runner, I am at the intersection of all the people I need to connect; I want to help our decorators, our development team, and our supplier partners all speak the same language so that we can promote the greatest understanding and build the best solutions.

As I told the talented hosts, Aaron Montgomery and Terry Combs, There are two things about the move to DecoNetwork that I like most. First, the amazing crew at DecoNetwork; each and every one has something valuable to bring to the team and a great attitude to match. Second, the way I’ve been empowered to offer more education, give more value, and to be here for you. One of my favorite things that might not seem to be part of my ‘job description’ is helping to review our documentation. We’re taking a fine-toothed comb to our help and tutorials to make sure they speak to decorators, making the process of starting and maintaining your DecoNetwork website and your order and production management in Business Hub as easy as possible.

If you’d like to hear more from me and my industry friends about our big moves, our advice for changing positions in the industry, our advice for people offering jobs in this space., please give the podcast a listen. It’s a fun discussion about what we do in our new companies, our greatest challenges, and the favorite things we’ve discovered about our new jobs.  You can listen to the episode (and track down a great deal more valuable content from the 2 Regular Guys show) at the link below.

People on the Move in the Industry with the 2 Regular Guys Podcast

Print & Embroidery Shop Leadership

As the leader of an apparel decoration shop, you are not only the captain of the ship itself but of the crew on it.  When they signed up it was because something about your vision and values resonated with them. They saw the potential for success in themselves and in your shop, and they will continually seek guidance from you to achieve it.  It’s not always smooth sailing in a demanding industry that requires constant monitoring of pricing, revenue, competitors, deadlines and productivity, but building a successful business not only depends on its profitability. Your ability to attract, lead and retain great staff is fundamental.   

So captain, my captain are you on this voyage to be ‘like a boss’ or as a leader who inspires innovation, creativity, growth and excellence?  If you strive to be an effective leader, kudos to you – let’s explore some of the key attributes to take onboard.

 

Integrity

To inspire greatness in your team show them the way.  A healthy level of self awareness and strength of character is needed to consistently match your actions to your words.  It takes courage to own your mistakes, initiate change, discipline staff or to take an unpopular action for the betterment of your business.  But being fair and consistent is key to gaining the respect of your team and your customers.  

 

Vision

Share your shop’s vision and mission to give your team a sense of purpose beyond the daily grind.  Don’t take it for granted that they will just ‘get it’ or figure it out.  Striving to be the biggest or most lucrative shop is what every shop owner wants.  If you want to compel your team and customers to join your cause you’ll need to craft a vision that they can identify with and believe in.

Being a visionary also means looking ahead for opportunities to grow and improve your shop.  Whether it’s marketing strategies, equipment advancements, software solutions or a new service to offer your customers, you’ll need your finger on the pulse to take your shop to new heights.

 

Humor

Nothing breaks the tension of a stressful day better than a good belly laugh.  Finding the funny side eases stress and can break up the monotony of repetitive tasks.  If you can demonstrate a good sense humor you will appear more approachable and create a fun working environment.  So spread a little a joy now and then – enthusiasm is contagious!

 

Attentiveness

Being a good listener is a great skill in business and in life.  Listening intently, being present and maintaining eye contact shows respect.  Be sensitive to the morale of your team and to the disposition of individuals who may be facing a personal or work issue.  If there’s cause for concern, talk to them about it.  Sometimes people just want to be heard, other times taking the time to listen reveals a chance to lend support or encouragement before the problem magnifies. 

 

Nurturing

You’ve assembled a dream team so now you can relax and just let them do their thing, right?  Not if you want to retain good staff long-term.  Have regular discussions with each team member about their progress, goals and development.  Ask how you can make their job more enjoyable or efficient.  Then provide opportunities to enrich their role and nurture their talents.  If you don’t, that great employee could become bored and look elsewhere.

Encourage curiosity in other areas of the business by offering cross-training so that:-

  • The team will gain a new appreciation for the expertise of their fellow team members;
  • You won’t be up shirt creek without a paddle if a key staff member is sick, resigns or goes on vacation;
  • You have a more unified and engaged team.

And don’t just limit the learning to the factory, look into tradeshows, seminars, webinars, workshops or courses that will benefit your staff and your business.    

 

Generosity

Recognising good work when you see it shows your team that you value their contribution and take notice of their efforts.  Be generous with worthy praise and show your appreciation for great work.  Rewards don’t have to cost the earth, it’s more what the gesture represents.  Get creative with thoughtful rewards such as:-

  • A card with some kind words;
  • Concert, movie or sports game tickets;
  • A jar of compliments or a lucky dip to draw from;
  • Host a team meeting in a local park or cafe;
  • Organise a bake-off to raise money for a local charity;
  • A candy jar;
  • Surprise the team with cupcakes or a box of donuts;
  • Make or grab them a nice coffee or fresh juice;
  • Throw a BBQ lunch;
  • Remember their birthday or their work anniversary;
  • Share their achievement with the team in a staff meeting;
  • Take everyone out on a fun excursion such as bowling (a hit with the DecoNetwork team), putt putt, rock climbing, etc.

 

Empowering

Policies and procedures are important in running a tight ship, but don’t be a tyrant with them.  When someone suggests or tries a different approach, give them the opportunity to explain the deviation and be open to their ideas.  Your methods may be tried and tested, but the ‘my way or the highway’ approach will leave your staff feeling devalued.  If they doubt your faith in their abilities, it may discourage potentially brilliant time and money saving ideas.  Empower your tribe by encouraging creativity, proactivity and innovation.   

 

Optimism

Being a source of positivity helps to tackle problems quickly rather than getting caught up in counterproductive negativity.  In a busy print or embroidery shop mistakes and delays are bound to happen and it’s easy to start playing the blame game.  But if you can demonstrate a sense of optimism in the face of a challenge, others will follow your lead.  Remind your team of the bigger picture and the importance of focussing on a solution.  As they say try to ‘always look on the bright side of life’.

5 Ways to power up production with DecoNetwork

A smart and strategic production schedule can make all the difference to your bottom line and peace of mind.  It can take a shop from a flying by the seat of your pants frenzy to a smooth workflow resulting in deadlines being met, a happy team and satisfied customers.  

As a print or embroidery shop grows the challenge increases to keep everyone on the same page.  The traditional methods of spreadsheets, whiteboards or handwritten notes becomes less reliable and effective.  We understood this and the vital role that production management plays in the success of a print and embroidery shop over five years ago.  Drawing on our industry experience and customer feedback, we developed and continually refine the features in Business Hub™ to support shops in their common production challenges. 

Let’s take a look at the key features DecoNetwork offers to power up your productivity.

  1. Open communication

Full visualization of your orders allows you and your team to be proactive rather than reactive.  See your entire business’s production on one live-updated screen that is color-coded according to its status.  

In a growing business a highly visible system keeps everyone informed.  The progress of each order is tracked from payment, blank products ordered, blank products received, artwork approval, produced to shipped.  Hustle any delays, tackle issues or allocate extra time, resources or staff to keep orders on track.  

Your customers can be kept in the loop too with automatic email updates or SMS notifications as their order flows through production.  

  1. Knowledge is power

To improve your efficiency you’ll need to identify the key areas for improvement.  Reporting on the productivity of your business can reveal bottlenecks, recurring issues, waste or a need for new equipment, training or staff.  Being aware of your capacity allows you to know your limitations and commit to orders confidently rather than nervously crossing your fingers and hoping for the best.  

Perhaps there are job types that are consistently time intensive or problematic, less profitable or that are best to outsource.  But how will you know?  When you are tracking productivity in one central hub you have the ability to generate reports that form the basis of realistic projections. These insights allow you to evolve with the right approach, staff and resources at the ready.   

With DecoNetwork you can measure the performance of an individual or the business such as:-

  • Analyze your production statistics including number of orders received or shipped and average processing times.
  • Analyze team member statistics including days worked, items processed, and total value of the orders they processed.
  • View your fulfillment center performance, including value of orders sold, number of orders received, and number of affiliate network stores.
  1. Be prepared

Having all the supplies and visual production instructions on hand keeps your operator flowing smoothly from one job to the next.  If an operator is unclear and needs to stop to clarify details or chase information, production will be disrupted.

Arm your production team with all the necessary information they need to complete the order to the customer’s expectations.  Production-ready art files, an approved mockup, internal notes and a worksheet are all at their fingertips to view online or download directly from Business Hub™.

  1. Stay on target

A smart production schedule takes the needs of the customers, the equipment, set up times,  down times, staff availability and workload all into consideration.  It needs to be realistic and allow for unforeseen production issues, staff absences or other delays.  

When you create a production schedule with DecoNetwork, you’ll know exactly what jobs are production-ready.  Sort orders by status, decoration process, quantity, priority or machine operator, then assign jobs accordingly.  Set production block-out dates in your calendar for closure periods or to allow for maintenance downtime.  The result is a smart and realistic production schedule.  

You can also check in on the order status throughout the day to see if adjustments should be made such as overtime, outsourcing or moving other jobs around.  When new orders are added to the schedule it will be based on a clear view of the workload, availability of resources and the actual capacity.  

  1. Assign roles

Is this job ready to print?  Where are the art files saved?  What is the deadline on this job?  What job should I print next?  If you’re constantly fielding questions like these from your production team you’ll love the operator logins in DecoNetwork.  

Unique operator logins allow your team to access a customized view of only the orders allocated to them.  The operator is clear on what is expected and what jobs take priority.  They can access and download all of the resources they need to complete the order and update the status of the job as production fully or partially completed.  User logins also allow you to monitor the workload and achievements of each member of the team.  

 

Investing some time in reviewing your production scheduling process can pay dividends towards a more productive and harmonious shop.  And if you are willing to embrace the possibilities that DecoNetwork offers, you’ll never look back.  

Want to learn more about this feature?  You can visit our website here.  Already a DecoNetwork user?  You can enjoy these features now read our help article.  

7 Deadly Social Media Sins

Most print and embroidery shops are aware that a professional social media presence is a key marketing strategy, but with so many platforms, algorithms, and updates to consider it’s no wonder businesses can lose their way.   

There are plenty of tips on how to get started and how you should do it, but not as much help on what not to do.  In this post we’ll explore the common mistakes that can hinder follower growth and engagement or worse still, damage the credibility of a brand.  So let’s get to it with our guide to avoiding social media faux pas.

Sin 1 – Getting too personal

Whilst showing some personality makes for a more fun and engaging account, it’s important not to get too personal.  Before you publish a post consider whether it is relevant to your business or your market.  Does the post align with the image that you wish to portray?  Is it of use or of benefit to your business or your customers?  If the answer is no, then try a different post.  

Keep your profile professional by refraining from posts around sensitive, religious or political issues.  Doing so can alienate customers and a invite heated debate that could damage your reputation.  Think about whether the sample print your showing could offend or polarize a customer before you hit publish.  Unless you target a specific niche in a potentially controversial space, then it’s best to keep these views clear of your business profile.  

Sin 2 – Incomplete profile

If someone discovers you through social media but can’t access further information or contact you, they’ll become frustrated and move on. Ensure the effort you put into your social media content is backed up by a complete profile including a link to your website, a brief description of your services and your contact details as a minimum.  

Sin 3 – Ignoring comments

More and more consumers are taking to social media to share their positive and negative experiences, to discover and research brands and to resolve their customer service issues.  Regularly monitor your posts so that you can respond promptly to comments (within one hour is ideal). Take the time to reply to positive feedback and if the feedback is negative, don’t miss the opportunity to remedy the situation.  Your other followers will be looking on to see how you handle complaints as this reflects how much you care about your business and your customers.  

Only delete a negative comment if it is offensive or abusive; otherwise, it will only infuriate the customer and throw your integrity into question with the onlookers. Acknowledge their concern, be honest, and if it can’t be quickly resolved in the comments then let them know you will contact them via direct message.

Sin 4 – Rarely posting or posting too much

Post too little and you’re followers may lose interest and unfollow you.  Worse still, they may wonder if you’re serious about your business and indeed whether you are still operating.  On the flip side, posting too much can appear spammy and annoy your followers by clogging up their feeds.  Set aside time each day or a block of time each week to schedule out your posts.  One or two posts per day is ideal.  

Sin 5 – Poor use of hashtags

Clever use of relevant hashtags is a great tactic to increase the visibility of your posts however, avoid overuse and take caution with trending hashtags.  Although it’s tempting to get in on a trend, make sure you do your research first.  Many a brand has damaged its reputation by jumping on an irrelevant or highly sensitive topic such as these brands.

Sin 6 – Buying followers

However attractive it may seem to buy followers and quickly boost your follower numbers, the quantity of followers isn’t important.  Having followers that care about your business, engage with you and that are likely to purchase from you is what counts.  It is far better to take the time to slowly and steadily build your following with people that are genuinely interested, than to buy a bunch of followers that have zero interest in what you say or do.

Sin 7 – Not focussing on your audience

The purpose of social media is to be sociable, not to have a one-sided conversation.  Sure, the whole idea is to promote your business and attract customers, but if every post is too salesy you will turn off your followers.  Focus on building relationships with your audience by providing engaging content, valuable tips, humour, news and stories.  When you post a sample of your work, offer a little insight into your process, the care and attention to detail your team take, the technique, the story behind the design or the customer.  In this way you’re still promoting what you do, but you’re leaving them with something more lasting and inviting conversation.  

When planning your posts put some thought into who you would like to do business with.  Are there markets you enjoy working with or that you would like to attract?  Plan content around the interests of these markets.  What content would they find useful, entertaining and inspiring? What aspirations could you help them achieve?  What challenges could you help them solve?  

For example, if you want to do more printing and embroidery for fitness brands, post content that would resonate and position you as an authority in this space, such as:-

Still not sure what to post or if you should publish a post you’ve created?  Buffer created this clever little 12-Step Social Media Checklist.  

All the best with your social media efforts and feel free to share your experiences in the comments.

 

DecoNetwork welcomes aboard Michal Gembrowicz

We are thrilled to introduce Michal, our newly appointed UK & Europe Sales Manager. Michal was a DecoNetwork user and advocate with Adlogo for over 8 years.

“I have many years of experience in DTG printing, embroidery, screen printing and sublimation in the UK.  Over the years I have become acquainted with a wide range of embroidery business owners, T-shirt suppliers and printing machine suppliers. Having run a t-shirt printing business from quote to production using DecoNetwork, I have a working understanding of the software and a deep appreciation for it’s capabilities.  I look forward to sharing my knowledge and experience with DecoNetwork users.”

As the UK & Europe Sales Manager, Michal’s main responsibility will be to promote DecoNetwork and to provide excellent service to our subscribers across the UK and Europe.  He is committed to ensuring our clients have the required knowledge and support they need to get the most out of using DecoNetwork.

Michal says “DecoNetwork is a great tool that more UK and European printers and embroiderers need to know about. Successful business owners can be reluctant to share their knowledge for fear that competitors will steal the secrets to their success.  So I would like to help shift this perception.  I believe competition can bring out the best in people, elevate the industry and motivate everyone to strive to the top.”

Michal will be setting his sights on growing the DecoNetwork business throughout Europe and says “I am excited to work with such a great, supportive team.  Since joining the DecoNetwork team, I realize the amazing potential DecoNetwork can deliver to printers and embroiderers.”

Erich Campbell joins DecoNetwork

Atlanta, GA – DecoNetwork is proud to announce that industry guru Erich Campbell will be joining DecoNetwork as our new Partner Relationship Manager.

In his new role, Erich will be responsible for working with DecoNetwork partners in North America. He will also champion DecoNetwork’s educational initiatives, including webinars, blogs, videos, and more.

Erich has many years of experience both in production and management of e-commerce properties and understands the full value of a reliable, versatile tool like DecoNetwork.

“DecoNetwork has been a trusted companion in my work,” Erich says. “I’ve been on the other side of the counter and I’ve come to respect them as dedicated people who believe in and stand by their product. I’m looking forward to being part of the team and seeing what this new combination of personalities, ideas and abilities will bring to the industry.”

Erich has always had an eye towards making the decorated apparel industry stronger, more profitable and easier to navigate, whether through digitizing, writing or education.

“Being a part of projects that I know will benefit the whole garment decorating community makes me come alive,” he says. “Joining the DecoNetwork team means that I’ll be able to help decorators put tools in place that, in my experience, have worked better than anything else on the market. I can help them build strong industry relationships, refine their ideas, and create novel solutions to their problems. I’m empowered to help our clients succeed.”

Erich will also be intimately involved in DecoNetwork’s future development, utilising his more than 18 years’ hands-on experience in the embroidery and decorated goods industry.

“Now that I’m at DecoNetwork, I can give my industry peers the benefit of what these tools can offer and share my extensive on-the-job experience with the wonderful people on the DecoNetwork team as well as our customers. I know that we can make a difference for the people who need it most,” he says.

For more information, visit https://www.deconetwork.com

Elite Custom Clothing, UK

 

Our CEO Neil Pentland and newly appointed UK & European Sales Manager, Michal Gembrowicz recently paid a visit to Elite Custom Clothing in Rushden.  Pauleen and Adam use DecoNetwork daily and we were so inspired by their success story that we wanted to share it with you.  

 

Their Story

Pauleen’s journey in garment printing started 30 years ago in college.  Her course required her to start a business and run it for six months, so she decided to try printing shirts for some of the students.  She asked the principal for permission to use the school logo and once it was approved, she had lots of requests from the students for logo emblazoned varsity jackets.  

After printing many varsity jackets for the students, she found word was quickly spreading and her customers were returning with other unique design requests.  At that time she was outsourcing the printing to another company, but she decided to try printing them herself.  Pauleen took the leap and invested in her own printing machines.   

 

The Problem

Elite Custom Clothing was growing and all the paperwork was being completed manually which was very time consuming. She started looking for a solution that would give her more time to concentrate on other aspects of running and growing her business.

 

 

The Solution

A self-confessed ‘DecoNetwork Addict’, Pauleen uses Business Hub for almost every aspect of the business, from quotes to orders to production and everything in-between.  DecoNetwork has made a huge difference in streamlining the business.  Elite Custom Clothing now employs 8 staff and they have more than 3000 customers recorded in their Business Hub.  

 

They are proud of the history behind the building they are based in as it is where George Frederick Whipple, of Rushden Engineering Co. created the first portable garage engine starter in 1922.  This important landmark is where the motor windscreen washer and the “trafficator” (motor car indicators) turnicators were invented.  This building and its history are a source of inspiration that keeps them motivated to build on their success and do great things.  We look forward to following Pauleen and Adam’s journey.  

 

Do have a DecoNetwork success story you would like to share?  We’d love to hear it, email us at info@deconetwork.com

 

How to create an irresistible cart abandonment email

 

The sad truth is, many virtual designs are abandoned every day, left cold and lonely, waiting for their time to shine.  Why is it that someone would take the time to carefully create a design and order, only to jump ship at the critical step of closing the sale?  If you know that your pricing, taxes, shipping and payment process is all in order then the most likely causes are:-

  • Their internet connection was having problems, or they accidentally  closed the browser;
  • They were unexpectedly called away or distracted;
  • They’re comparison shopping and gathering quotes;
  • They’re still researching and are yet to make a decision;
  • Shipping costs were too high;
  • The total cost was higher than they expected.

The good news is that if the cause was any of those listed above, all is not lost.  There is still a big opportunity to close the sale.  A proactive measure such as a well-timed email can tempt the customer back and get results.  So let’s reclaim these missed opportunities with this step-by-step guide to a cleverly constructed email campaign.

 

Step 1 – Identifying cart abandonments

Through DecoNetwork’s Business Hub you’ll be alerted to any abandoned carts in the left menu panel.  You can see what stage they bailed out and the customer’s details, the products they selected, the order value and their saved artwork.  Armed with this valuable insight you can cleverly target your email.  For example if they abandoned at the shipping stage you could entice them with a discount on their shipping or free shipping.

 

Step 2 – Customize your email 

Now that you have identified an abandoned cart customer, you can email them on the fly by clicking ‘Contact Customer’ and tailor the messaging to suit their proposed order.   Or to save time you can customize your Abandoned Cart email template and word it in a way that it would suit any abandoned cart customer by going to:-

Admin > Settings > Email & Order Templates > Email Templates > Customer Contact Emails – Abandoned Cart Follow-up Email >Edit.

 

Step 3 – Make the subject line irresistible

 To increase the chance of your email being read make your subject line concise and intriguing, compelling or entertaining.

Here are some examples:-

  • Did you forget something?  
  • Where did you go?
  • We want you back
  • We like your style _____ (personalize with first name)
  • Donut forget your delicious design
  • Share your design with the world
  • We’ve saved your design for you
  • Thanks for visiting us at ______ (your store or business name)
  • Nobody puts baby in the corner
  • It’s time to take unveil your masterpiece

 

Step 4 – Compose the email

Offering a discount towards their order is a common tactic to entice the customer to buy now.  Here is an example of a well-crafted email template:-

Hi _________,

We noticed that you created an awesome design on our website but didn’t complete the checkout, so we took the liberty of saving your design and order for you.  

Your creations should be shared with the world so how about we give you a helping hand?  Simply complete your purchase by clicking this link _____  and use coupon code  ‘welcomeback’ at the checkout to receive 10% off your order.

If you have any feedback or questions we’re here to help.  Simply reply to this email or give us a call on (phone).

 

And it’s super easy to trigger your email template to send automatically.   Just click the Options tab, tick the box and specify the number of days you would like the email to be sent from the cart abandonment.  Ideally the reminder email should be sent within 1-2 days to strike while the iron’s hot.

So there you have it.  Abandoned cart emails are quick and easy to set up, measurable and the ROI is great as the customer has already displayed an interest in your products and services.  Get started on recovering those sales today and feel free to let us know how you go.