Last week, Michiel Gaasterland was appointed Marketing Manager Content Marketing & Online PR for ROBIN, the intelligent e-commerce customer service assistant. In his new role Michiel will develop and execute the startup marketing strategy with the objective to generate signups and realize other business goals.
In Michiel ROBIN was able to recruit an experienced Content Marketing specialist. Michiel comes from Storywise Strategy & Communications 2.0, the consultancy firm he co-founded four years ago. For Storywise, Michiel has developed Editorial & Content Marketing strategies for companies in B2C and B2B, including software companies.
On January 10th 2013 the Dutch branch association for on-line retail (Thuiswinkel.org) rewarded ROBIN -the intelligent customer service assistant for web stores- with the Software Innovation Award 2013.
The Dutch Thuiswinkel Innovation Awards are intended for companies who make an important contribution to improve e-Commerce. The winners were elected by a specialized jury headed by Professor Cor Molenaar, professor e-Marketing & Distance Selling at Erasmus University Rotterdam. Decisive elements for the jury to reward ROBIN with the award were added value for both on-line retailer and consumers, usability, functionality, scalability and ease of implementation. The other finalist in the “Software” category was the Customer Interaction Group with a specific case on a customer service solution for Fonq.
At Robin Software we make Robin, a tool that supports webstores to provide service to their customers across channels, Twitter, webform, e-mail and soon Facebook and chat. We work on a daily base with a product owner, 3 developers, a tester and a designer on this product. The team works with the agile development methodology, where we recently switched from Scrum to Kanban. We use good engineering practices, such as BDD, TDD Continous integration, and Continous delivery and automated UI tests.
The team uses a development environment where we deploy automated builds to our OTAP environments that run on Azure. The product is constructed using a multi-layer architecture and asynchronous processing processes. Our team consists of motivated people working in an informal atmosphere.
“Thank you and all our other users for your feedback & business. Together we are changing the customer service part of e-commerce.”
The whole ROBIN team is looking forward to work on more features and integrations in 2013. We wish you a year with lots of great eCommerce Customer Service!
Today the Thuiswinkel Innovation Awards jury announced the nominees for their award show. ‘The submitions we received shows that there is a lot of inventivity and creativity available to deliver state of the art products and services. And that’s exactly why we have these awards.’, according to prof. dr. Cor Molenaar, president of the jury.
People need direction.
Play any computer game in the world, and you’ll see what I mean. There’s an unwritten contract between the game players and the game developers – they give you visual clues, so that you know what you are supposed to do next. You know exactly what button to click to start playing, and you know what your next step is supposed to be.
In racing games you have large arrows guiding you around the track, in first person shooter games (like the Call of Duty franchise), your progress is limited to running in a specific direction. If you try to wander too far off course, you’ll hit unbreakable doors, large walls or in extreme cases, radioactive lakes. Even in sandbox games that give you unlimited freedom to do what you want, like Skyrim for instance, you still know what you need to accomplish to move the story line forwards and move on to the next chapter, even if you don’t have to do it.
“Triage is the process of determining the priority of patients’ treatments based on the severity of their condition. This rations patient treatment efficiently when resources are insufficient for all to be treated immediately. The term comes from the French verb trier, meaning to separate, sift or select”
Triage, as explained above, is the process of determining priority when you have limited resources – not enough supplies, or time, or hands on deck. When your business provides customer service, you’re just as likely to need triage – sorting out the customer requests based on their priority, and understand what needs to be dealt with right away, and what can wait a little bit longer.
ROBIN, the cloud-based intelligent social customer service assistant for online retailers who differentiate themselves by their level of customer experience, announces a new partnership with SEOshop, leading all-in-one e-commerce platform in The Netherlands, resulting in a fully integrated online and social customer service solution to offer to its users. ROBIN is one of the very first apps in the app store, part of the new eCosystem, by SEOshop.
While many companies still regard customer support as a necessary evil, most successful companies recognize customer service as an important part of their marketing efforts. Customer loyalty is at least as important as finding new customers. That goes double for starting web stores who still have to build customer confidence.
Today, customer service is all about speed.
Go into any shopping centre, and you’ll see that there are countless shops that sell clothes, any number of shoe shops, and even plenty of bookstores. With the shift into the online world, getting someone to look at what you have to offer, and buy it, is even more difficult, if you take into account that going to another shop is just a click away.
The deciding factor, that makes customers return to the same shop over and over again is (usually) service. Customer service. Because we like it when the barista knows how we drink our coffee in the morning, we enjoy having the butcher call us by name and offer us the latest prime cut of rib, and it’s great to walk into a shop and not feel the immediate pressure to buy something.
I have a good friend who doesn’t believe in tipping waiters 10 percent. It’s not that she’s stingy – far from it. I’ve seen her leave $10 on a $15 lunch. It’s just that she believes that you should tell the business exactly what you thought of their service, not what they think that you should pay for that service.
According to her philosophy, the tips show the restaurant what people really think of their service. If the waiter was excellent, and the service was amazing, she gives generously, and not only does the restaurant know that they has done well, she’ll tell her friends about it. If the waiter was rude and the service was poor, she will give very little tip (and in one memorable instance, no tip at all), making sure that the business knows that they did extremely badly – and she won’t go back there again, or take her friends there.