When Irina Poddubnaia faced the challenge of managing ecommerce orders, she was forced to grapple with the difficult task of retaining customers, preventing miscommunications, and tackling the chaotic customer service process - all while trying to maintain her business's reputation.

You will learn how to maximize customer satisfaction and drive growth without extra resources by discovering the secret today!

"With that said, since then, the system evolved to various niches and submissions because we have seen that the headless ecommerce is taking off. So we implemented a widget that people can take and just embed into their store instead of just using the entire tracking page. Yeah, it's a gradual process. We started with one customer, then switched over to just generalizing and adapting everything that works with this one customer to everyone else."

Irina Poddubnaia is an experienced SaaS founder, business consultant, and operations/process optimization specialist. She has over 8 years of experience in ecommerce and runs a fulfillment center in China. She developed Trackmage, a software that simplifies the customer experience and allows ecommerce stores to gain extra sales.

Irina Poddubnaia's story begins when she realized the importance of providing notifications to customers in order to prevent them from having to contact customer support. She understood that customers often don’t read disclaimers and policies, and are likely to reach out to customer support if they don’t receive notifications. This experience drove her to develop an ecommerce project management system, one that would be customizable to different businesses and their needs. She knew the importance of customer retention, and the value of relationships with customers over short-term gain. To her, customer support was a profit center and data was key to understanding customer experience. She discovered that customers often check their shipment tracking pages multiple times a day, and it was a great opportunity to show additional products that could lead to conversions.

In this episode, you will learn the following:

How to leverage customer support as a profit center to improve customer retention and reputation.
The importance of data and the big picture perspective when making decisions.
The importance of following up with customers after the purchase to combat buyer's remorse and increase sales.
Why customer service is a growth business lever today more so than before (role of social media)
How automation can help reduce costs and drive retention and revenue growth
How customer service or support can become part of your business marketing engine
How Trackmage helps automate and reduce time spent on customer support
and much much more ...

Current & Critical -Megan Szanik, Small Business Reality in Calgary