Q&A With Hunter Boyle From AWeber: The Impact Of Customer Support

We are starting a new series of Q&A with experts in customer support, online marketing and online busines. The first specialist to be questioned is Hunter Boyle, a senior business development manager of AWeber – the award winning email marketing provider. Hunter has 15+ years of experience in marketing communications and has worked with companies such as Google, Virgin UK, Ubisoft, Royal Bank of Canada and many more.

In today’s Q&A we will discuss the importance of customer support, what are the biggest struggles of online retailers and how you can effectively reach out to customers.

We recently published a new AWeber plugin which allows agents to one-click subscribe customers into email lists. What are the benefits of having every visitor or customer subscribed to a specific email list?

Email is one of the best vehicles for maintaining relationships with your customers. Having the ability to send relevant, timely and valuable information to customers via email is essential for any business. By making it simple to add customers to the right list(s), this plugin helps you strengthen connections with your audience, and can make a real impact on loyalty and retention.

When sending queries to AWeber, I noticed a very fast and accurate response. How important is providing great customer support at AWeber?

At AWeber, supporting our customers is paramount. We’re proud of our awesome team, and I feel that they truly set us apart in a crowded field. If you have a question or problem, our team goes all out to help resolve it, whether it’s by phone, chat or email, and they’re available every day. It’s easy to see why they get so much positive feedback from our customers.

What do successful online businesses have in common? What are they doing right when it comes to communication with current or potential customers?

Excellent question. And it begs a bigger, more detailed answer than this, but if I had to choose one factor, I’d say that effectively expressing a unique value proposition tops the list. Organizations have to make it obvious why prospects should do business with them: credibility, trust, value, service, listening and responding to your market, and evolving to keep pace with customer needs. Clearly conveying those elements is a challenge, with branding, content, communication channels, service and leadership all playing vital roles, like an orchestra playing in tune with a gifted conductor.  

What would you suggest online retailers to focus on in 2014?

Getting the mobile experience right is the top priority for 2014. Online retailers have a massive opportunity here, because mobile is quickly changing the expectations for shoppers. We’ve all seen the upward trends, and the demand is there and growing rapidly. Even if the behavior varies slightly from desktop to mobile, online retailers should invest in designing and testing mobile experiences to fit their customers’ needs, including websites and emails. Think about the frustration you feel already when accessing a site or email that isn’t optimized for mobile … now imagine that experience a year from now. Don’t drive your prospects and customers crazy – drive conversions instead!

Thanks Hunter & AWeber for partnering with us. Don’t forget to subscribe to get the newest articles in your email box!

Andrej Csizmadia

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