When customers engage with you online, they're inviting your brand into their lives. For some customers, this is their only experience opportunity with you. For others, it impacts their decision to visit and interact with additional channels. With SMG eTrack and SMG PostShip—our e-commerce and post-fulfillment surveys—we measure and analyze the entire journey and deliver insights with a holistic view that help you turn browsers into customers and improve conversion rates.
Your customers may be ordering retail goods, using your app to purchase dinner to-go, or scheduling a service appointment. Through targeted, solicited feedback, we help uncover how easy it is to do business with you. Did you have what they wanted? Was it easy to find? Was the transaction a hassle? Did fulfillment meet expectations? Let eTrack and PostShip help you ask the questions and uncover the insights so you can chart the path to what's next.
Your website and mobile app aren’t just extensions of your brand. For many, they’re preferred touchpoints—available globally 24/7. eTrack lets you measure the user experience, so you can make sure everyday performance keeps pace with increasing expectations. As the data starts to amass and insights begin to surface, it’s easier to identify the gap in behaviors between non-purchasers and highly satisfied customers. And with a strategic approach to improvement, those obstacles can quickly become bridges to conversion.
Customers who purchase through your digital channels trust you to provide a seamless shopping experience that reaches their doorstep. Betray that trust with late shipments, inaccurate orders, or damaged goods, and you face an uphill battle to regain their loyalty. PostShip measures the entire fulfillment experience to turn a critical step in the consumer journey into an invaluable source of ongoing insight, integrating real-time reporting with other CX channels and keeping you ahead of revenue-impacting issues.
Take the first step and ask. Our broad experience helps us craft inviting measurement tools that capture your customer at the moment of decision. We are thoughtful about who to ask and how often—based on page views, time on site, and additional site metrics. We know what inspires customers to complete a survey, employing best practices for design and delivery. Our methods allow us to employ pop-ups that reach visitors on-site (or within app) while browsing, connect post-visit through email, and include follow-up programs after fulfillment.
More and more customers take your online presence with them, trading a desktop experience for mobile engagement or even accessing your own branded app. We're right there with them with web, mobile-optimized, and app-centric platforms to connect with them on their own terms. We tailor survey questions, language, and structure to complement the platform. Whether this means reducing the length of the survey or adding an option for follow-up, we create an experience that leads to actionable data.
Data collection: the smartphone way