Julian Scott

Empower Local Teams and Improve Customer Experience with Sageflo Radiate

Empower Local Teams and Improve Customer Experience with Sageflo Radiate

Though our ability to collect data and thoughtfully target customers has jumped leaps and bounds over the years; the reality is most brands don’t break down their approach at a truly local level as they simply don’t have the time or resources. This represents a missed opportunity to both nurture authentic relationships and create a more seamless customer experience.

Enabling your local teams, such as store managers, district managers, franchise owners or field staff to deploy select marketing messages can help scale marketing reach and support your over-arching corporate strategies, all while injecting regional nuance and touchpoints into your messages, providing a more personal connection to subscribers.

Common examples of local marketing messages, whether email, text or direct mail, include the following:

  1. Invitations to visit the nearest store
  2. Introducing the local team/new team members
  3. Invitations to upcoming local events
  4. Sharing local-only products, services or offers
  5. Sharing community support initiatives and updates

Nobody knows local markets better than the team members based in those markets, and giving them the ability to contribute and be a part of the greater marketing team pays huge dividends in customer engagement and retention. Campaigns sent by local teams are typically twice as engaging as promotional campaigns sent at the nation level, and are particularly effective at driving in-store visits.

Though implementing a distributed marketing approach may sound complicated — Sageflo Radiate not only makes it possible, but practical. It’s an easy-to-use, web-based tool that empowers local teams to quickly and easily create professional, on-brand marketing campaigns without needing corporate support. It works in tandem with almost every marketing platform on the market and has the necessary built-in functions and guardrails to minimize errors, all while ensuring a consistent experience aligned with global brand guidelines.

Utilizing a distributed marketing solution with your local teams provides marketers with the ability to scale influence and audience reach, without needing to increase the size of their team. It’s like having dozens (or even hundreds) of new members on the marketing team with no corresponding increase in headcount cost.

Equally important, it’s a great way to enhance the customer experience by better connecting the many ways your customers may be interacting with your brand across channels. Your customers are craving authenticity, consistency and connection; and local, personalized marketing is one of the best ways to make this happen.

Click here to learn more or schedule a demo.

Posted by Julian Scott
Buy vs. Build: Why Sageflo Solutions Make Financial and Practical Sense

Buy vs. Build: Why Sageflo Solutions Make Financial and Practical Sense

Over the years, we have frequently seen one team excited to start using a new off-the-shelf marketing or CX technology solution, only to have another team suggest that they build it in-house—often resulting in a prolonged stalemate and missed opportunity for a competitive advantage. The question is never about whether they can, but whether they should? The answer almost always boils down to which option, buy or build, will check three critical boxes: better, faster, and cheaper?

The end goal is to help everyone get on the proverbial same page. Just as we want to create a better experience, reduce friction, and drive ongoing success for our customers—the same applies to our colleagues. Hopefully, this will help generate some thoughtful discussion that leads to the truly best outcome for your organization.

Which will be better for the company?

The reality is all companies have specializations and should focus their core energies on investments that drive the business forward. If you’re a finance company, having your organization focus on finance-related challenges and opportunities, rather than building a niche marketing solution, will likely make the most sense. Almost all off-the-shelf technical solutions have years of research, engineering, and enhancements behind them. Oftentimes, it is better to tap into that knowledge so that your organization can stay focused on core mission deliverables. This is where all the teams involved need to unite on what’s best for the company versus an individual team.

Which will be faster for the company?

Most companies do not have the time to wait for an internal solution to be built when there are often multiple “off the shelf” options available now. More importantly, almost every organization already has many mission-critical demands to focus on, causing a new internal solution project to be easily deprioritized and delayed. Additional time will always be needed to research and plan before the first line of code is even written, much less tested. In most cases, by this point, your company could already have been up and running with an off-the-shelf option. What it really boils down to is: when do you need it, and will it be impacted by other equally or more important projects in motion?

Which will be cheaper for the company?

It can be difficult to do an exact apples-to-apples comparison here, but a solution that is already built and ready to go is by nature almost always more affordable in the long run, particularly when factoring in ongoing maintenance and enhancements. One of the core benefits of using an outside technology is that almost all updates are a shared cost with your ongoing retention as a customer. Will your company have the same focus and commitment to improving an in-house solution when new projects come up? Most internal teams are already over-extended, so going with off-the-shelf is usually a smart strategy to save both time and money.

At the end of the day, every team within a company is trying to extend their footprint and influence—that’s human nature. The key for everyone to remember is that quite often, buy is truly the right decision when it comes to better, faster, and cheaper to help drive the business forward and meet each team’s collective goals. This doesn’t mean there are no legitimate arguments for building in-house, but unless your company is in the business of marketing and CX, then in most cases the answer is clear.

We know these conversations can be challenging, and we’ve helped many teams decide which approach is ultimately best for them based on their short- and long-term needs, team capabilities, resources, and budget. We work with brands big and small and can help your team arrive at the right decision (even if that means going with another competitor or building in-house).

Not sure how we can help? Contact us to learn more or schedule a demo.

Posted by Julian Scott
Create Better Customer Experiences with Sageflo Archiver

Create Better Customer Experiences with Sageflo Archiver

Many organizations struggle to deliver basic, much less outstanding, customer experiences. One primary pain point is customer care teams trying to help customers with a marketing communication issue.

For example, the simple task of looking up and resending an email or text can be incredibly complicated, costly, and time consuming—often involving multiple teams and taking several days to resolve. But with Sageflo Archiver, finding and resending emails and texts couldn’t be simpler. All you have to do is enter a unique customer ID or email address, and you’ll instantly see the customer’s complete communication history, sorted by send date, including each specific email and text message previously sent to them. You can download or resend any message to the customer with a simple click of a button.

This means Archiver takes the guesswork out of which messages customers have received from you and how they’re engaging. Your entire organization from care teams to leadership can now lookup, review and resend any and all messages that were sent to an individual subscriber and understand that customer’s journey instantly. Brands using Archiver have more satisfied customers with better CSAT scores because it gives customer service teams the tools they need for quick, first-call resolutions—often in less than 90 seconds.

Researchers from CEB have found that, “Reducing the amount of effort a customer has to do to get their problem solved is a higher indicator of customer loyalty than delight. By acting on this insight and removing obstacles for the customer, they found companies can reduce customer service costs and attrition rates.”

Archiver is the perfect tool to help accomplish all this and more:

  • Save time and money versus building and maintaining an internal solution
  • Drive more revenue by improving team productivity and customer loyalty
  • Improve critical metrics such as NPS, CSAT and CLTV
  • Enhance communications and data sharing across teams
  • Boost team morale resulting in improved customer satisfaction
  • Easily integrates with the leading marketing automation and customer experience management platforms

Designed to easily integrate and boost the capabilities of your enterprise email technology, Sageflo solutions will help take your CX to the next level.

Not sure how we can help? Contact us to learn more or schedule a demo.

Posted by Julian Scott in Archiver
Tackle the Challenge of Digital Transformation with Sageflo CX Solutions

Tackle the Challenge of Digital Transformation with Sageflo CX Solutions

We’re in the midst of a tectonic shift that is bringing together offline and online experiences for consumers. The pandemic has forced companies large and small to accelerate the pace of digital transformation, bringing solutions to market that might have taken another 5-8 years otherwise—there’s simply no going back to how things were before COVID-19. 
 
The companies that will grow and thrive understand it’s ultimately about creating a great, frictionless customer experience. Therefore, it’s never been more important to invest in your digital channels and enhance the overall customer experience to maximize revenue while shaving costs.  

The CMO council found that customers consider the most important attribute of a good customer experience to be a fast response time. The second-most important attribute is consistency of response across channels. In addition, the Forrester Customer Experience Index 2020 Report noted, “Even a minor improvement to a brand’s customer experience quality can add tens of millions of dollars of revenue by reducing customer churn and increasing share of wallet.” 

Our solutions are designed to help you tackle your CX challenges and make an immediate impact to both your bottom line and customer experience while complementing your existing email marketing and customer experience management platforms. 

Archiver

  • Saves a copy of every email, text, or direct mail piece sent to your customers 
  • Gives your customer care team the ability to quickly find campaigns and see them through your customers’ eyes 
  • Reduces resolution time on marketing message inquiries from 2-5 days to less than a minute, all while significantly improving your customer satisfaction scores 

Radiate

  • Empowers distributed teams to send approved, consistent, and compliant communications 
  • Builds enterprise campaigns without coding 
  • Streamlines your build process to get campaigns out the door in minutes instead of days 
  • Gets more done with fewer resources

If your current email technology is not meeting all your needs or you’re ready to take your CX to the next level, Sageflo has a solution that can help today. 

Not sure how we can help? Take our CX Surveycontact us to learn more, or schedule a demo. 

Posted by Julian Scott
One Tool, Many Uses

One Tool, Many Uses

In our previous post, we highlighted the importance of the right tools—but how do you know which tool you need when, and how do you even use it? The beauty of Archiver is it’s not just one tool, but a “Swiss Army knife” for customer experience teams. It’s one tool with many functions that not only empowers your teams to effectively resolve customer issues, but also elevates the customer experience while saving time and money. Archiver gives you visibility into the exact emails an individual has received and how they’ve engaged with messages, taking the guesswork out of who-received-what-when.

Before Archiver, it could take days to track down the specific email or marketing message in question, and resolving the issue could require looping in legal, marketing, or other teams.  With Archiver, you can now resolve these previously-challenging customer care issues within minutes.

Here are a few examples:

Problem:

“I’m not sure when it happened, but I stopped receiving the emails I love to get from you a few months ago. Can you see if there’s something going on with my email address in your system?”

Solution:

With Archiver, you can check their opt-in status with Subscriber Lookup  and see if they’ve had any bounce or deliverability issues.


Problem:

“I placed an order two weeks ago and the receipt was emailed to my work address. I just changed jobs and didn’t save a copy of the email receipt before leaving. Is it possible to resend that email receipt to me at my new email address?”

Solution:

Using their old email address, you can quickly locate the requested email and resend to a new address directly from Archiver.


Problem:

“This is Larry from the legal department—we have a customer that says we sent them an email offer with 75% off savings, but our store associates won’t honor the discount amount. The customer sent us a screenshot of the email from their inbox. Do you have a copy of the original email so we can see if that’s what we actually sent to them?”

Solution:

Using the customer’s email address, you can search through their individual message history and forward a copy of the relevant message(s) to the legal team or confirm no message exists.


In an increasingly competitive digital marketplace, how customer experience teams effectively manage care issues can be the difference between a loyal customer and one who shares their frustrations across social media. In these cases, it’s rarely about your products or services, but instead the experience they had interacting with your company. By minimizing customer friction, you’ll maximize customer satisfaction—you just need to the right tools.

Archiver is a powerful multi-faceted tool and must-have for any world-class organization’s customer support toolbox. And, it’s a quick win, with minimal internal IT investment required for implementation. Give your company a competitive advantage while making an immediate and measurable impact on customer experience.

Schedule a demo to learn more

Posted by Julian Scott in Archiver, Collaboration
The Right Tools Make a Difference

The Right Tools Make a Difference

We’ve all experienced that moment of frustration when you need a Phillips screwdriver but only have a flat-head on hand. You try to make it work, but what should have been a quick task ends up taking at least twice as long (and not without a few bumps and scrapes along the way).

Having the right tools for the job isn’t just important for home improvement projects. It’s also true of customer experience and support. Without the right tools, time is wasted, costs go up, and bumps and scrapes result. Here’s a common example we hear over and over again. A customer calls in to inquire about a missing email or text, such as:

“I’m looking for an email I received a few weeks ago that highlighted a new product I want to learn more about, but I can’t find the email and can’t remember the name of the product when searching on your site. Can you resend the email to me?”

“You sent me a text message with an amazing promotional earlier this week. I want to use the promo code, but now I can’t seem to find it.”

“I’m on my way to the airport and I can’t find my booking confirmation email with the reservation number. I’ll need that before I can check in. Can you send that to me right now please?”

In most organizations, the simple task of retrieving and resending an email or text can be incredibly complicated, costly, and time consuming—often involving multiple teams and taking several days to resolve. But with Sageflo Archiver, finding and resending emails and texts couldn’t be simpler. All you have to do is enter a unique customer ID or email address into the tool and you’ll instantly see the customer’s complete communication history, sorted by send date, and including the specific email and text messages that were sent to them. You can download or resend any message to the customer with a simple click of a button.

Why this matters

Using Archiver leads to happier customers with better CSAT scores, because it gives customer service teams the tools they need for quick, first-call resolutions. Archiver users consistently report average resolution times of less than 90 seconds for these types of issues. Without a solution like Archiver, customer service teams can only address a small fraction of customer communication-related inquiries and will often spend several days tracking down the issue, pulling in resources from marketing and IT teams and taking valuable time away from everyone’s primary duties.

In addition to happier customers, you’ll have more productive team members across all departments, who can use those precious extra minutes and hours focusing on harder-to-solve issues.

We hear over and over that Archiver is a game-changer for customer experience teams, their customers, and the bottom line—especially in challenging times where every customer—and every penny—counts.

Archiver is a powerful tool and must-have for any world-class organization’s support toolbox. And, it’s a quick win, with minimal internal IT support required for implementation. Give your company a competitive advantage while making an immediate and measurable impact on customer experience.

Schedule a demo to learn more

Posted by Julian Scott in Archiver

Sageflo & Selligent Marketing Cloud Are Here for You.

It’s an incredibly challenging time—especially for marketers and customer care teams. However, in times of disruption, there are also opportunities to reflect on what’s not working and reimagine how we could do better. This holds especially true for how marketing and customer care can better collaborate and enhance the overall customer experience through improved processes and technology.

We’ve been working with the team at Selligent Marketing Cloud on several initiatives to share the tools, resources and inspirations needed now, to not only survive, but thrive in the long run.

Be sure to check out our latest joint blog post here.

Also, don’t miss an upcoming webinar hosted by Selligent Marketing Cloud on Thursday, April 30th at 11:00am PT/2:00pm ET that will explore this topic with a group of industry leaders including our own Bernice Fung.

Register for the webinar here.

Posted by Julian Scott