The multichannel marketplace has blurred the line between service and sales. People expect to get answers to their questions while they are shopping and on-demand after an order is placed. Redirecting them to another channel or platform for pre-sale and post-order information has a negative effect on the buying experience and long-term loyalty.
Unfortunately, technology has changed faster than the corporate organizational chart has adapted. Marketing and operational departments aren’t integrated enough to provide the seamless shopping and service experience that people want. It’s time to make the shift to integrated messaging across all channels, platforms and departments. The email program is the best place to start, because changes are quick and easy.
Transactional emails tend to be matter of fact announcements of order receipt, shipment and issues. They serve the operational side of the business well but do little to directly improve sales. Branding is minimal and the messages are rarely in the same voice used for promotional information. Failure to include marketing service messages is a lost opportunity.
Marketing is a service when it solves people’s problems. Transactional emails are one to one communication. The right combination of marketing and service messages benefit customers by helping them maximize the return from their investments. The key to successful execution is having the correct processes, careful planning, and good application of business rules. When done well, they keep customers informed and motivate them to buy more.
For example, the order confirmation email should thank the customer for the business, provide specific purchase information, and suggest other items that complement the original products.
An email for an order of earrings could offer a matching necklace or an order for a vacuum cleaner might suggest bags and filters. If the operational process allows combining the orders at the same shipping rate, the suggestion to do so creates a sense of urgency. The only catch is that business rules have to be accurate with personal messaging to optimize the return.
Inserting product images with a brief description will bump sales a bit, but it doesn’t have the same effect as: “Thank you for your order of the super suction vacuum cleaner. It will ship tomorrow. Please remember that the filter needs to be changed every month. Add one on to your order by clicking this link before midnight tonight and there will not be an extra shipping charge.” Of course your copy team will do a better job than me, but you get the idea.
Almost every transactional email sent to customers should include a marketing message. The exceptions to this rule are issue-related emails. Following “your item is out of stock until next month” with “buy this to go with your item” won’t win customer loyalty.
To get started with integrated marketing and service emails:
- Review your transactional emails. When are they sent? What information do they include? Is there a follow-up after the sale to encourage people to provide feedback? Do you ask people if they like their purchases? Document all of the transactional emails so you will have a starting point.
- Identify opportunities for marketing messages. Add-on sales are good for order confirmation emails. “New items just arrived” works well on shipment confirmation messages. Be creative when thinking about how to combine service and sales, it will provide more testing options.
- Select the emails and messages to test. Start small and learn quickly. Testing provides the best information for rolling out your program. Use simple business rules and build from that foundation. Complicated processes are recipes for disaster when you are starting an integrated program.
- Verify that the offers are deliverable. Promising your customers that you will combine orders when it is operationally impossible creates mistrust with customers and colleagues. Always under promise and over deliver. It surprises customers and minimizes dissatisfaction.
- Measure everything. What effect does the new messaging have on sales? Opens? Clicks? Lifetime value? Lifespan? The more you know the better you can create targeted emails that deliver sales and satisfaction.
- Revise as needed. Transactional emails are easy to set and forget. They continue to go out day after day without any maintenance required. This tends to make them a low priority. Scheduling regular updates to rework the emails keep them fresh and informative for customers. It optimizes the return.