How Do You Know a Solution’s Support is Strong? Ask Their Customers

At MarketTime, we believe that if our customer succeeds, our business succeeds. As reported by Gartner, about 66% of companies say they compete based on customer satisfaction. Customers will be more invested in your product and likely to promote it if they find success while using it. As a result, our MarketTime community grows every week. 

Why is Customer Success Critical? 

Increased Customer Satisfaction 

Businesses must develop a minimum viable product before launching a recurring revenue model (MVP). The product needs to be refined over time via an iterative process, usually in response to user feedback.  

At MarketTime, we take the necessary steps to learn about our customers and take measures to increase their satisfaction with our platform. We use information discovered through phone calls and emails exchanged with our Customer Success team, our monthly webinar series known as MarketTime Mastery: Ask the Doc(k) with Dock Mackie offered every first Wednesday, and assist our customers in-person on the showroom floor during major markets. 

In the end, we know that customer information is invaluable to our customer service teams. Incorporating customer health data allows our product and development teams to make preventative improvements. When done correctly, customers will find answers to issues they were unaware of and when there are no issues, they have no reason to go elsewhere. 

Improve The Renewal Process 

Our customer success team's knowledge, structure, and engagement enable fruitful, meaningful, and beneficial conversations daily. As a result, satisfied customers are renewing their contracts literally every day! 

Drive More Revenue 

A bigger number of satisfied customers who stick with your business over time is what ultimately leads to repeat business, expansion, and cross-selling possibilities. Helping customers achieve their objectives is our top priority, followed by determining whether they require additional services or products. 

Did you know we offer B2B solutions for Sales Agencies and  Brands? At MarketTime, we offer B2B Wholesales, Sales Agencies, and Retail Buyers a unified platform to conduct B2B sales. Write more orders at a show or on the road utilizing our Order Writing platform; enable your buyers to shop online 24/7 utilizing your own branded B2B website, and manage all your data in one place to have that information available to retail buyers no matter where or how they choose to shop. 

What Does Customer Success Look Like at MarketTime? 

Onboarding 

Some businesses opt to employ email campaigns, in-app onboarding, and webinar series, examples of one-to-many onboarding strategies. MarketTime, on the other hand, takes a more personal interest in every new client. During the onboarding phase, a dedicated Implementation Specialist will meet with the customer. They will learn about their goals and concerns related to the product and then work with them to develop a strategy for putting those goals into action. 

“Once your project has been assigned internally, you’ll work with a dedicated Implementation Specialist to ingest your data into our system and train you and your teams to be successful with our product!” says Jeremy Burnham, our Implementation Success Manager. 

Our Customer Success team's primary responsibility is to ensure a smooth onboarding process. When a customer becomes a paying member, our Support staff advises them on how to get the most out of MarketTime and use the various features. 

Maintaining communication 

Any customer will hear from a member of MarketTime consistently. Each customer is unique, so the optimal frequency for communicating with them will vary based on the stage of the customer lifecycle and their progress toward their goals. 

Every time a member of our Customer Success Team wraps up a call with a client, they explain what will happen next and when the client can expect to hear from them again. 

Our Customer Success team can quickly identify training opportunities or product usage issues by keeping their fingers on the pulse of a customer’s needs and goals. 

Centralized Support  

The modern consumer is an independent problem-solver who prefers to look for answers on their own rather than talk to a live person, and that is why our team offers multiple options for where to find support. 

By offering self-service options and a single centralized knowledge base for both the MarketTime and Brandwise platforms, we’ve found increased customer satisfaction and enhanced overall customer experience. 

Customers can gain more familiarity with our services by browsing the centralized MarketTime Support Center. They will find materials that include responses to frequently asked questions (FAQs), updates to support tickets, video tutorials, how-to guides, and case studies. 

In addition to our round-the-clock availability and dedicated support staff that is available via email or by phone Monday-Friday from 9 am – 6 pm CST, we also provide a single point of contact for our customers' inquiries and concerns. 

“The 3 core values that power our work ethic are Honesty, Humility, and Empathy. When you have developed a mutual relationship based on these values, Customer Success becomes second nature for both the end-user and MarketTime Support agent, and loving what we do comes just as naturally,” says Mitchell Oliver, our Customer Success Director. 

Hear it From Our Customers 

There's no better way to determine the quality of a solution's support than to hear it directly from those who have used it. 

In this first video interview, we introduce you to Haylee Ebersole, Sales Operations Manager at Diverse Marketing. Haylee discusses Diverse Marketing, a company that has worked closely with MarketTime B2B for the better part of a decade. See how their sales have increased since they introduced the MarketTime B2B eCommerce website to their retail buyers in late 2020.  

In the second testimonial, you'll get to know Brad Hughes, President, and Owner of Brad Hughes & Associates. Brad discusses Brad Hughes & Associates, a company that has worked closely with MarketTime B2B for almost ten years. Find out how their team uses MarketTime to better engage with retail buyers by watching this video and learning more about why they've chosen to use MarketTime daily. 

Lastly, in our most recent testimonial, we introduce you to Robin Kert, Owner of SE Marketplace. Robin shares how SE Marketplace has been in business for over 40 years and was an early adopter of technology in the late 90s when they started working with Brandwise, a MarketTime company. Learn how their team uses mtPlay to write orders at shows or on the road, handle all their commissions, and the reporting features available in MarketTime to measure their success in this video.  

Grow Your Wholesale Business with MarketTime 

Whether you're a B2B wholesaler, sales agency, or retail buyer, MarketTime has a strategy to help you succeed that is unparalleled. With our sales order platform, you can  

• Increase your productivity and take orders from anywhere, at any time, on any device. 
• Open up a B2B e-commerce web store where customers can shop whenever they like. 
• Automate your reporting processes, providing you with the up-to-the-moment information you require to make educated choices. 

Learn why MarketTime is the best option for your business by trying it out for yourself and having any questions you have answered. Request a demo today! 

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