Today, we rolled out ROBIN’s real-time channel API. This API allows ROBIN customers to connect any channel (with an open API) to their ROBIN customer service dashboard.
This means that as a ROBIN customer you can now add for instance Facebook Messenger or WeChat to your channel strategy and measure conversion on each channel. We have joined forces with TheChatFactory to also unlock WhatsApp – which doesn’t yet have a business API – for your ROBIN dashboard.
At ROBIN we are 100% dedicated to offer our customers amazing support. It’s what we live for. It’s our vision, passion and strategy all rolled up in one. But hey, we’re a customer service software company. Our customers would expect nothing less than amazing support.
The shining customer service example in eCommerce is Zappos. Their #1 core value is to deliver ‘WOW’ through service and they have build a multi-million dollar business out of it. It’s often advocated on marketing blogs that your eCommerce store should also aspire to deliver ‘WOW’ through service to attain customer service nirvana – like Zappos did.
But is that the right advice? Should that be your customer service goal? Let’s take a closer look at ‘customer delight’ and ask: is it marketing spin or a valid growth strategy?
Howdy! It’s been a while since the last update on this blog. Not that we haven’t been publishing! Throughout the summer we have continuously been publishing posts over at our other blog ‘Definitive Guide to Customer Service for Online Stores’.
Moreover, we’ve been busy developing new features to help you – eCommerce storeowners – deliver better service with less effort.
Let’s take a look at what our development team been up to this summer and start with an optimization we rolled out on the ROBIN website today:
If you haven’t heard, ROBIN and RetentionGrid recently launched a powerhouse integration for Shopify Merchants — marrying great customer service with better retention.
To celebrate this exciting union, we thought we’d throw the ultimate party and host it at Shopify Headquarters in Toronto, Canada on June 18th, 2014 at 4:00pm EST.
Great news for Bigcommerce store owners: ROBIN has completed the integration of Bigcommerce e-commerce data into the ROBIN customer service dashboard.
Viewing recent orders, billing and shipping data, right next to the customer’s question allows your customer support team to provide better support in less time.
It’s a known fact that happy customers buy more. This is the major reason why great customer service and better retention go hand-in-hand.
For many web stores, it is still difficult to tie their customer service efforts to better retention. Today, I am proud to announce that we did it: ROBIN has created a unique two-way integration with the coolest retention app on the planet: RetentionGrid.
Today, I am happy to announce that we released our API. It means that any web store can now enrich their ROBIN customer service dashboard with e-commerce data, regardless of the e-commerce platform they’re using.
ROBIN is an online customer service dashboard made for web store teams. We help them provide better and faster customer service, in less time.
Developers who wish to use the API to build a connection between an e-commerce platform and ROBIN can request an API key and API secret (password) via the ROBIN support site.
BAM! Today, we added another major feature to ROBIN: multi-store customer service.
This means that ROBIN users, who operate multiple online stores, can now offer top notch customer support using one, easy to use, dashboard.
The multi-store functionality is part of our Team Pro plan which is competitively priced at $199 (€ 149) per month. Team Pro includes 5 users, multi-store functionality, order information, retention information, word of mouth integration, live chat and much more.
We also offer a 14 day free trial, so you can try out all the ROBIN functionality.
Today, I am happy to announce that ROBIN Software B.V. has raised a second round of seed funding of $1 Million.
The investment comes from Batman B.V. – the newly started investment company owned by Orbys Ventures and Jan-Willem Tusveld (vinden.nl).
How often have you contacted a web store with a quick question, only to get an automated email response that says ‘we’ll do our best to answer your question within 24 to 48 hours’?
Imagine walking up to the counter in a brick and mortar store with that same question. You’d be pretty surprised to hear the shop assistant say that he unfortunately can’t take your question right now, but he’ll do his utmost best to answer it tomorrow or possibly the day after.
That’s exactly how that email feels to an online shopper who’s looking to buy something today.