We Love It.

We Use ShopInformer to:

• Continually track and improve customer satisfaction.
• Improve communication with our repair and retail customers.
• Track daily traffic trends and schedule employees accordingly.
• Track monthly customer satisfaction and traffic trends.
• Send AppleCare reminder emails which increase our AppleCare sales.
• Inform customers that an ordered item is backordered.
• Send tracking information to drop ship customers.
• Track emails sent to ensure employees are sending them and when.

We wrote ShopInformer to help us do a better job as an Apple Specialist.

Customers kept calling us.

It bothered us when customers called asking for the status of their Mac repairs. By the time the customer picked up the phone and called, we had failed. Our customer wanted their Mac back and was annoyed enough to pick up the phone and call us. This is not to mention all the time that these calls consumed for our techs.

We considered creating a web page where customers could go and look up the status of their repairs, but this wasn’t much better than having them call. If they were motivated enough to go to a web page, they were still potentially annoyed at having to do something. We wanted to be more proactive. So we wrote our own web-based app to send emails to all our repair customers, every day, keeping them informed of their status.

Customer satisfaction soared and status update calls dropped to almost none.

We got very little feedback.

At the same time, we were inspired by one of the great Apple Specialists, Small Dog, to send customer satisfaction surveys to our customers. So we added a Survey Email and Survey Report to our app.

Suddenly we had a wealth of information about how we were doing. It gave customers an opportunity to give us feedback, especially when we made a mistake.

We were staffing blindly.

We were also in the dark about staffing our store since we had no customer traffic data. So we added a traffic counter to our app along with corresponding reports. Now we schedule based on data trends we can see.

So Why Not Share?

We have relied on our internal app now for nearly two years, using it every day. As we were showing it off to yet another impressed Apple retailer we decided to turn it into a product that benefits other Apple-focused retailers.

After a few furious months, we released ShopInformer to North America.

We use ShopInformer every hour of every day. It has made us a better Apple Specialist and helped make our customers happy. We hope ShopInformer can do the same for you.

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