Page 71 - MICROHUB Handbook - ENGLISH
P. 71
MONITORING YOUR BUSINESS WITH
ONLINE TOOLS
Understanding how your business is performing relative to your
expectations and your competitors is the key to achieving consistent
improvement. If you want to get simplistic about the success of your
business, you can say all business survival comes down to two metrics:
profitability and cash flow. Not only do you need to understand the
many factors that contribute to those metrics, but you also need to
know various other things that reflect the health of the business.
Automating post-purchase email surveys
Getting feedback from customers is vitally important, yet it’s something
that many businesses overlook. Some prefer to avoid negative
comments altogether, deciding they are not representative of how
customers really feel. It pays to be proactive, and one of the most
reliably effective ways to gather feedback is through automated, timely
email surveys. For instance, you can have a survey email triggered 24
hours after the completion of an order because one sent immediately
after may be confused as an order confirmation. You can then send a
more detailed survey a week after the product has been delivered. You
may also consider using a live chat feature to help visitors. It makes it
easy to maintain 24/7 chat representation,
scales perfectly under heavy demand
(given adequate processing power),
and can markedly reduce phone calls
and wait times.
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