Boosting Customer Happiness with Mailjet x Cloud Elements Help Desk Hub

This is the third and final post in our joint blog series with Cloud Elements, all-in-one cloud API management and integration service. In the first post, we covered how e-commerce businesses use Mailjet and Cloud Elements to send targeted, value-adding email. Our second post talked about how businesses use our integration to easily connect Mailjet with a CRM platform, such as Salesforce, to consolidate customer data for smarter insights into consumer needs and demands.

In this post, we’ll be wrapping up the customer life-cycle by taking a look at how the Mailjet-Cloud Elements integration can be used towards customer happiness and retention.

Mailjet’s API with the Help Desk Hub is the first singular API to integrate customer service across the industry’s leading cloud help desk services. These services include Zendesk, Salesforce Service Cloud and JIRA. This means that developers only need to write to one API to integrate with cloud help desk solutions to manage incidents, priorities, statuses and users.

Create contact lists based on prior support ticket inquiries and send targeted email. For example, if many customers are asking how to integrate a certain product, the integration can be used to send a tutorial to educate specific product users.

We’ve set one up of our own in Zendesk as shown below. Simply create a list – we’ve called it “Customers with questions about Mailjet”, and define which customers land in this list by adding triggers. Triggers tell Zendesk with actions to track.

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Hop over to the Cloud Elements blog for more integration use cases.


We love feedback! Drop us a message at plugins@mailjet.com with any thoughts on the integration, questions, or just to say hi. Happy emailing!

Leveraging Mailjet Events with your CRM using Cloud Elements

Hey Mailjetters! We’re back with the second installment of our three-part series with Cloud Elements, an all-in-one cloud API management and integration service.

In our first post, we covered how e-commerce businesses can use Mailjet and Cloud Elements to send targeted, value-adding content via email. In case you missed it, head over here to find out what your business can accomplish by integrating Mailjet’s marketing and messaging API with e-commerce or other online services.

Once you have these campaigns set up, it’s time to dig deeper into the customer data for smarter insights send after send. Using Cloud Elements, you can integrate Mailjet’s API with Salesforce or a variety of other top tier CRMs.

Via Cloud Elements’ API management platform, easily ‘connect the dots’ between your different online systems and push Mailjet events back into your CRM to gain an intelligent overview of the different facets of your online business. In the case of connecting your e-commerce, Mailjet and CRM platforms together, cross-reference purchasing and marketing data to gain additional insight into the interactions and needs of your client base. A good example of this is segmenting your email KPIs by purchase frequency or type of purchase.

This data can also help you stay one step ahead of your clients, addressing their needs before they take action. Have an event trigger set up with a workflow in your CRM to flag each bounced email so that the marketing team can investigate, uphold their sender reputation and find alternatives to communicate.

Connect otherwise siloed platforms to conduct an intelligent, high-performing data-driven business. Foster a deeper relationship between you and your customers and leave them with a big smile and you with a bigger bottom line.

Hop on over to the Cloud Elements blog for more on what you can accomplish by integrating Mailjet and Salesforce through their platform.

In the next and final post we’ll be upping the ante and talking about completing the customer engagement lifecycle by leveraging Cloud Elements’ Help Desk hub. Stay tuned for more!

As always, we love feedback! Drop us a message at plugins@mailjet.com with any questions you may have, thoughts on the integration or just to say hi. Happy emailing.

Introducing Mailjet + Cloud Elements

Connecting categories of cloud services with one single API.

 

As avid email users and SaaS aficionados, we know that you’re constantly on the lookout for ways to seamlessly integrate Mailjet’s all-in-one email service with your most-loved SaaS applications. That’s why we partnered with Cloud Elements!

Cloud Elements is an all-in-one cloud API management and integration service that developers and companies use to integrate, monitor and maintain all of their cloud integrations in one central place without having to code up a storm.

Using Cloud Elements’ unique ‘one-to-many’ approach, integrate and connect to categories of different cloud services with just one single API including Marketing, Messaging, E-commerce, Helpdesk, CRM and other hubs. Mailjet is proud to be featured as the only “element” or integration displayed in both the Marketing and Messaging Hubs.

Last but not least, to make integrations even simpler, check out Cloud Elements newest tool, the Datamapper, that has an intuitive drag-and-drop interface to map and transform data across leading cloud services.

Cloud Elements has helped us kick off a three-part series on creative use cases with this new email API. Head over here to learn more about integrating with e-commerce systems. Stay tuned for more on both the Mailjet and Cloud Elements blogs!

As always, we love to hear from you! Any and all feedback is welcome. Drop us a message at plugins@mailjet.com with any questions you may have, feedback on the integration or just to say hi. Happy emailing.

Giving Drupal Email A Boost With Mailjet

Hey Mailjetters, we’ve got yet another exciting announcement to make! Both Mailjet and Drupal are all about making the online experience easier. That’s why we’re pumped to announce today the release of our new Drupal module.

Drupal site owners will now be able to send, deliver and track marketing and transactional emails directly from within their Drupal admin. Sending through Mailjet’s powerful SMTP relay means enhanced deliverability and powerful features such as personalization, segmentation, a WYSIWYG newsletter editor. An integrated dashboard will display real-time email statistics with all of the key performance metrics to help grow your business such as opens, clicks, average time to click, geography and unsubscriptions.

And for Drupal Commerce users, get ready for this. We’ve got a special surprise for you!  That’s right, on top of all the fancy stuff we announced above, you can also track the sales and revenue each of your marketing campaigns generates for you. Oh, and we’re not done yet. You’ll also be able to send triggered emails like abandon cart, purchase anniversary promotions and more  with just a few clicks. Booyah!

Check out the screenshots below to see how our module looks within Drupal:

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To install Mailjet in your Drupal site, access the module at https://www.drupal.org/project/mailjet. Additionally, Mailjet is installed natively within Commerce Kickstart 2.

This module is approved by Mailjet and maintained by Commerce Guys, experts in Drupal and leaders in Drupal Commerce.

As always, we love to hear from you! Any and all feedback is welcome. Drop us a message at plugins@mailjet.com with any questions you may have, feedback on the integration or just to say hi.   Happy emailing.

*This version of the Mailjet Drupal Module is only compatible with Mailjet v3 users. If you are a v1 user (any account created before April 2014 is most likely a v1 user), please request to have your account migrated via https://www.mailjet.com/support/ticket.

Email Inactives: It Doesn’t Have to End In a Painful Breakup

In many ways, your contact list is a long-term romantic relationship. Both parties, you and your customers, get to know the ins and outs of your respective personalities. Contacts first sign up because they’re attracted to your content and trust that your offer is relevant and provides value. It’s love at first sight.  But let’s face it, it’s also hard work. This long term relationship with your customers requires upholding this trust and communication – it doesn’t always work out in the end.

Be more like Ryan Gosling
 

A key factor in maintaining this relationship is two-way conversation, not only sending your customers campaigns with the latest news but also listening to how they respond through opens and clicks. Unfortunately times change, people change. So it’s important that you notice the signs of a contact starting to drift off or lose interest in you. You have to know when it’s time to have “the talk”.

Even the best of relationships go through highs and lows, just like how despite all your best efforts there are customers that will become disengaged with your content for various reasons.

In this blog post we’ll show you how to identify email inactives and different approaches that can help save you steer clear of a teary and emotional breakup.

Who is an inactive?

The first thing you want to determine is how you define an inactive contact. While the word itself is quite self explanatory, it depends on the nature of your business, how often you send and how long you’ve been sending for. If you’ve only sent a few campaigns, it might be too early to draw conclusions. Analyze the results of the campaigns you’ve sent over the past 6-12 months and try to identify contacts that have not opened your email in that period. If you send a lot of email campaigns, say 3 per week, you might want to wait less than 6 months before looking for contact inactivity.

 

What to do with them

Now that you have identified your  inactives, you want to separate them from your list of active contacts. By doing so, their inactivity and thereby bad stats will no longer affect your overall campaign KPIs. Don’t jump to remove them from your list though. They might not be reacting to the campaigns you send them, but you still have a chance to win them back. Or at the very least, understand why these contacts aren’t responding to the messages you’re sending them.

 So instead of abandoning your inactives, create a separate list for them, which you can use to re-engage and win back these contacts.

 

Time to win their hearts back

With your email inactive contacts on their own list, it’s time to bring out the re-engagement tactics and win back their hearts. Here are a few approaches you can take to understand why your inactives aren’t responding to your messages and turn that around:

  • Tell them how you feel

As difficult it might be to accept, your contacts might have forgotten about you or why they signed up for your newsletter in the first place. The value of opening and reading your messages in no longer clear to them. You need to remind them that you haven’t forgotten about your relationships, how much you miss them and convince them to come back.

It's okay to show some emotions
There are several approaches to this “win back” email, depending on your business. If you’re running an online shop, you can send your idle customers a special discount code. Or if you run a blog, send them a recap of the top blog posts from the past month. The key here is to focus on something that has value to them that they may have forgotten about.

Make sure to use a catchy subject line to increase the chances of your contacts opening your email so the message gets across.

Examples

Sephora

A great win-back email from Sephora
Crocs

 

A great email from Crocs

 

  • We need to talk

The simplest way to understand why your contacts are inactive is by asking them. And a way to do this is to simply send them an email and give them the opportunity to share their thoughts.

A good approach here is to be personal in your email instead of blasting out the same, generic message to everyone. Write the email in a tone and language that is sincere and be clear about why you’re asking for their input. Make it clear that you’re doing this to understand their inactivity in order to improve their email experience.

I might be useful to offer your contacts something in return for their input. Raffle a prize or give them a discount as a thank you for filling out your feedback survey or sending you feedback. And make sure to tell them this in your subject line, so they know that there is an incentive for them to take action.

 Examples:

Quora

 

Quora gets personal in this email
fiverr

Fiverr asks for feedback in this email
 

  • Sometimes it just wasn’t meant to be

If all of your re-engagement efforts fall short, there might only be one more thing to do: opt-out the contacts. If you get no response to your attempts of reminding them why they should read your email and respond to your messages, they simply might not be interested. And if that’s the case, it’s probably time to move on and opt them out of your contact list.

The truth hurts
A great way to notify them is by sending an emailing to let them know they have been removed from your list. This gives you the opportunity to show that you’re actually paying attention to and care about how they respond to your email.

It can be a good idea to leave them with an easy way to opt back in, in case they change their mind.

Examples:

Fab

Fab knows when it's time to say goodbye
Blinkist

Break-up email from Blinkist
Dell

Sometimes an open relationship can work
 

Inactives can be a real threat to the success of your email campaigns. But if you notice the signs and listen to what your significant other has to say, there are several ways for you to take action and try to save the relationship. Always try understand the reason why your contacts are becoming inactive and try to provide a solution for them to stick around. But also know when it’s time to let go – because sometimes you have to realize that maybe they’re just not that into you… Continue reading “Email Inactives: It Doesn’t Have to End In a Painful Breakup”

Boosting the Bottom Line with Mailjet + PrestaShop

Attention all Mailjetters, we have a very exciting announcement to make: Mailjet has just released it’s most comprehensive eCommerce integration to date! The new Mailjet PrestaShop email add-on will allow PrestaShop merchants to boost their deliverability and bottom line with just a few clicks.

PrestaShop is an industry leader in open source solutions for ecommerce. PrestaShop powers over 200,000 stores, enabling merchants to create unique online experiences through a comprehensive and easy-to-navigate platform. The Mailjet add-on will allow online sellers to create, send and deliver targeted transactional and marketing email campaigns straight from within their seller account. PrestaShop merchants will be able to maximize client engagement and revenue generation via Mailjet’s optimized email deliverability infrastructure.

Additional Mailjet features include personalization, advanced segmentation, triggered marketing campaigns as well as advanced statistics that go beyond opens and clicks and provide net sales and revenue from each marketing campaign. Online merchants will be able to increase brand loyalty, relevance and revenue via personalized triggered marketing emails as well as view real-time engagement and sales figures for each marketing newsletter.

To access the Mailjet module,  head over to our GitHub, or check out the PrestaShop Add-ons Marketplace.

As always, we love to hear from you! Any and all  feedback is welcome. Drop us a message at plugins@mailjet.com and let us know what you think of the integration, any questions you may have or just to say hi. Happy emailing.

*This version of Mailjet’s add-on is compatible with only Mailjet v3 users. If you are a v1 user (if you created your account before April 2014 you may be a V1 user), please request to have your account migrated via https://www.mailjet.com/support/ticket.

Spam: A Global Concern

Spam has been around virtually as long as email has – the first spam email dates back to 1978. Since then, spam has become a frequent visitor in inboxes all over the world, making life as an email marketer a constant challenge. Although spam filters have gotten smarter at sorting the good email from the bad, they’re still not perfect. With spam making up almost 70% of all email traffic, spam filters need to be work hard at weeding out spam email, which often affects deliverability. In fact, one in six marketing emails sent doesn’t reach the designated inbox. This means a considerable amount of messages that you send to your customers will never arrive at the intended audience, which could result in lost sales, less engagement or growth.

With spam having a significant effect on the deliverability of email, one would expect that it’s a concern that email marketers all over the world share. Turns out, that’s not entirely the case.

In a recent study, we surveyed 300 marketing decision makers in the U.S., France and Germany. One notable finding was that not everyone sees spam as an equal threat:

 

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According to our findings, U.S. marketers are most concerned email landing in the spam folder (87% of respondents), with France close behind (82%) and German marketers considerably less concerned (71%).

This corresponds well with how familiar marketers are with spam laws: in the U.S., more than half of respondents said they were very or extremely familiar with spam laws (53%). In France and Germany, this number was considerably lower (40% and 36%, respectively).

Familiarity with spam laws per country 
Familiarity with spam laws per country
 

It seems logical that the more you know about your country’s spam laws, the better you understand which challenges you’re facing as an email marketer trying to reach the inbox of your audience. The stronger your knowledge is on spam laws, the higher the concern is for spam.

When it comes to spam, concern is good. It means that marketers are aware of the rules of the email game and understand that if they don’t follow them, the spam folder could be the final destination of their carefully crafted email campaign.

Only by being cautious, knowing your spam regulations and following email best practices can you make sure your email has the highest chance of landing in the inbox and achieving great results.

So what can you do to fight spam and increase deliverability? Get familiar with key emailing terms and follow best practices. And of course, educate yourself about on country’s spam laws to understand which regulations apply to you.

How concerned are you about your campaigns ending up in spam folder? And what do you do to fight spam?

What We Learned From Growth Hacking Through Live Chat

Good customer support goes a long way. Most of us remember good experiences we’ve had with companies that offer great service for their customers. And most of us can probably also think of incidents where bad customer service left us feeling frustrated. In worst cases, it can actually hurt your business. So we can all agree that customer service can have a big impact on customer satisfaction when done right. But it doesn’t just benefit the customers, it can help you create a real relationship with your customers and provides you with feedback and ideas to help make your product even better.

At Mailjet, we’re always looking for new ways to support our customers and help resolve any issues they may run into. In particular, we want to make it easy for new Mailjet users to get started with their account and give them a chance to tell us what they like or don’t like about our service.

So about six months ago, we decided to test iAdvize’s live chat feature on our website to support our customer service efforts. Knowing that most of our customers that sign up for an account on our website are likely to send their first campaign right away. We wanted to give new customers an easy way to get in touch with us and get quick answers to questions that they might have right before or after signing up. By adding live chat at this part of the onboarding process, we saw an opportunity to support users and help them get started as fast as possible.

After six months of testing, we have gotten great feedback from our customers and learned a lot about how interacting with them in real time can add value to their experience. Primarily, we found live chat to be a great channel for answering quick questions and provide a solution in real time. While email support is good for questions that require investigation, live chat allowed us to interact with customers and help them right away. For example, we were able to help new customers send their first campaign while providing tips on how to make the most out of the send. It’s been a useful tool to get feedback and ideas from our users to better understand how we can improve our product further.

Based on our experience with the iAdvize chat client, we’ve put together a few of our learnings for you to keep in mind if you’re considering adding live chat to your customer service offering:

  1. Pinpoint your desired outcome

Think about what exactly you want to achieve with live chat support. What opportunities does it offer that your current support channels do not? How does it fit with the need of your customers? And how will it make the customer service experience better?

By considering these before going further, you’ll get a better idea of what it is you want to achieve and whether or not a live chat client is the right tool for you to do so.

  1. Test, test, test

When we first integrated the live chat feature on our site, we added it to all pages of our website. This meant that the number of users that were exposed to the chat client was high and the number of inquiries was high as well. Doing so helped us understand which questions users are typically asking and where in the onboarding process live chat would be most useful.

We then narrowed down the pages that triggered the chat client to focus only on the most critical pages. Knowing that certain pages related to the process of signing up, making a payment or creating the first campaign were where customers required the most support, these were the obvious pages to focus on.  We also took into account metrics such as time spent on a page inactively, which could indicate a customer unsure about what to do, error messages and number of pages visited.

  1. Ask for feedback and ideas

The obvious purpose of adding live chat to your support channels is, of course to be able to help your customers quicker. A perhaps less obvious but equally as valuable use is to ask your customers for feedback and learn from it. For example, once you’ve answered the questions of the customer and the support session is over, ask the user to rate how helpful the help way. Ask how likely they are to recommend your product to others and why or why not. Or ask for general feedback or ideas. Since your support team is in direct contact with customers, this a great opportunity for asking them for their opinion about your product.

  1. Be aware of time zones

If you’re operating globally and have customers in countries all over the world, you need to consider where and when to offer the live chat. Unless your support team is spread across different time zones, focus on a particular country or continent that is most important to your business.

With support teams on 3 different continents, we were able to provide live chat support in English and Spanish to customers in North America and Europe.

  1. Stay organized

Live chat is all about timing. Since you’ll be dealing with customers in real time, it’s important to be prepared and quick to respond to inquiries. Our target was to respond to the first question from a customer within 30 seconds and the second question within 45 seconds. This leaves little time to think and requires someone to be available to reply at all times. Make sure you have resources available and coordinate your efforts to make sure that customers actually get help whenever they ask for it.

 

Heads Up: New Privacy Policy & Terms and Conditions Landing

Last year was a big year for us, we launched a slew of new features, a new sending policy and we grew to user base of over 150 countries. Now, we’re introducing our new Terms and Conditions and Privacy Policy to continue improving your sending experience and to better compliment our growing international footprint.

We updated the consent and cookies policies with transparency in mind, so you can do more while keeping peace of mind. We will be giving current customers a 30-day period to familiarize themselves with the new policies before putting them into effect March 26, 2015. For new customers, both the Terms and Conditions and Privacy Policy will be effective immediately. Hop on over to familiarize yourself with the new terms. As always, we’re happy to answer any questions and feedback during this transition, just email us at contact@mailjet.com.

 

Next Generation Email Automation with Mailjet & Sendwithus

Get ready to take your transactional emails to the next level… We’re excited to announce that Mailjet has integrated with Sendwithus! Optimize your transactional messages, engage your customers, and monitor your analytics all from one easy-to-navigate interface.

Sendwithus acts as the bridge between you and email service providers like Mailjet. Not only will you be able to send, track and iterate your transactional and marketing emails straight from Sendwithus’ dashboard or through their API, you’ll also be able to take advantage of their stellar features such as A/B testing, drip campaigns, user segmentation and powerful real-time analytics to quickly find the layout and copy that works best for you. Bypass pesky design requests and buggy code by creating and managing multiple templates straight from their dashboard – build and change your transactional email templates how you want, whenever you want.

To get started, simply connect your Mailjet account to Sendwithus; all the emails that you send will automatically go through Mailjet. If you run into any roadblocks, they have live chat support to get you rolling..

As always, we love to hear your comments and/or questions about our integrations – what would you like to see more of in the future? Say hello at plugins@mailjet.com.