Have you taken a look at our help center?

A bit about me

My name’s Jake and I’m a technical writer here at dotmailer.

Three months ago I joined what is now known as the ‘Technical Writing team’. You probably already know Neal, our senior technical writer, as he’s written most of the content in both the knowledge base and the developer hub so far!

My background is in languages. Although I’ve always been a writer and love to write, I decided that I wanted to learn a language other than English. I studied Applied Languages at Portsmouth University where I learned French and Spanish (and some Arabic). Since leaving University, I’ve used my knowledge of languages and the translation process to write for international audiences and make my writing easier to translate.

What do technical writers do?

Our goal as technical writers is to make it easier for you to find the answers to your questions. Let’s face it, you don’t want to be spending all your time looking for answers…

Essentially, we’re the gatherers of knowledge. We take the technical and make it accessible. We gather knowledge about new features and tasks that you might want to do, and we store all of this knowledge on our help center.

But we don’t just work alone in a cold, empty room; we work closely with a variety of teams at dotmailer, including our Support team who let us know which topics our users need help with and the reasons why.

Here’s a recent example of how we worked together with Support to improve the knowledge base:

We discovered that some users were asking how to send unique links to their contacts so that those contacts could download a PDF that was unique to them.

We decided that this information should be in an article on our help center. So, we made the topic more general (because you might want the link to go to an image or an Excel spreadsheet), then we added it to the knowledge base.

What’s in the help center?

1. Knowledge base

Our knowledge base is a full of living, breathing articles; we review them, update them and create new ones all the time.  If anyone ever thinks that platform users – like you – could benefit from some extra information, we put it in there. It’s a real oasis where you can find anything and everything about dotmailer. And, if you don’t find what you’re looking for, you can reach out to Support who will help with your particular question and let us know about it so that it’s in the knowledge base for next time!

2. Community

Our community section is a forum where you can ask questions or submit feature requests. Our friendly teams are on hand to answer any questions and check your feature requests.

3. Training videos

Our training videos are a great resource for those who are visual or audio learners. Our Training team has put together a collection of videos that aims to show you around the platform and give you a comprehensive idea of what you can accomplish.

4. Status

Our status section of the help center shows you the status of our system in each region. This section also lets you know when any scheduled or unscheduled updates have either occurred or are occurring.

In the top-right of this section, you can subscribe to email and SMS notifications so you’re always up to date with the latest status information.

5. Developer

Our developer hub is the knowledge base for developers. The developer hub describes how to use our API, including the following information:

  • Setup instructions
  • Endpoint descriptions for our REST and SOAP APIs
  • Error responses


Now you know a bit more about what we do and why we do it, why not take a look at our help center? You never know what you might find!

The post Have you taken a look at our help center? appeared first on The Marketing Automation Blog.

Reblogged 1 week ago from blog.dotmailer.com

A first look @ the UK Digital Marketing Association (DMA) Email Tracking Report 2017

Sometimes a bit of that déjà vu feeling can be a giggle, but when repetition is costing you time and money, it’s a little less amusing.

We’ve just been given first access to The UK Digital Marketing Association (DMA) Email Tracking Report 2017, sponsored by dotmailer. Awesome statistics, actionable insights, and a little bit like something we read this time last year.

The good news is that email is still firmly seated atop the throne as consumers’ preferred marketing channel. In fact, according to the report, email use is still on the rise, with the DMA likening the act of checking your inbox to a routine as subconscious as brushing your teeth in the morning. That’s the kind of healthy recurrence we like to hear about.

And the bad news?

Email marketing is in danger of losing its crown. And the culprit? It’s not new laws, or poor technology, or pesky Millennials whining and moaning and taking everything for granted…

It’s relevancy.

Back in yesteryear, our Client Services Director Skip Fidura wrote a blog post to accompany the recently published DMA Email Tracking Report 2015, detailing a call to action for the prioritization of relevant content in email marketing campaigns. 63% of the 2016 versions of our consumers had said: “Most of the marketing emails I receive include NO content or offers that are of interest to me.” Subject lines were generic, offers were universal, and content was characterless. We all took note; relevancy needed to be improved if email marketing was going to continue to top the charts.

So why are we now looking at a 5% rise in consumers failing to identify the relevancy of our campaigns? 68% now agree with the above statement, and 84% now find less than half of their emails ‘interesting or relevant’. And that’s if they even get to the campaign itself; the DMA Email Tracker Report 2017 reveals that only 6% of consumers opened and read all of their emails – 67% read fewer than half. This is hardly a surprising statistic, when you consider that most feel there’s nothing of worth to them inside.

Email marketers are losing their customers’ trust because they’re not able to prove that they know how to engage with them. When you don’t feel like somebody knows you, you’re not going to open up, invite them in for a cup of tea, give them the nice biscuits with chocolate on. And if you feel like someone else is making a better attempt to get to know you, you’re going to turn your attention to them. It’s that simple.

Is it that we just don’t like “simple”?

Why is it that we haven’t yet cracked relevancy in email marketing campaigns, when we’ve got the tools at our fingertips? We can track consumer behavior; we can segment our contact lists by gender, location, and shoe size (if appropriate) we can test subject lines, copy, images and layout at the click of a button, and all of this data can be fed into a campaign that reaches Mrs. Smith when she gets home at 7pm on a Monday and starts surfing for size six shoes.

We need to start effectively using the tools that are available to us.

What can you do before the year is out?

Ask if you are relevant – When we released last year’s results, one of our clients took some of the key metrics, built them into a survey and asked her recipients the same questions. It would be inappropriate to share what she found but it was interesting to compare the responses from her recipients with those of the average consumer.

Pay your data some attention – If you have gaps in your database, create a campaign via email or on your website that seeks to gain a better picture of both your prospects and your customers. Alternatively, you can connect your email platform to your CRM or e-commerce software to get access to live customer data

Strategize your segmentation – Dividing by two and hoping for the best hasn’t worked since school, so start thinking about what your brand can offer to different consumers, and create intelligent segments based on your results. Quizzes, competitions, and preference surveys are a great way to collect additional explicit data, on top of implicit data such as order history and behavioral data.

Think harder about context – You need to keep up to date with what’s happening with your different audiences. Got an internationally active brand? Make sure your content is going to be relevant to everyone – and don’t forget about delivering your emails at a time that the recipient is likely to be looking at email or at least be awake. dotmailer’s Send Time Optimization feature gets your message to your recipient’s inbox at the time that is best for them.

Split-test ‘til the cows come home – Performing a split-test is a brilliant way to find out what works for your brand in a time-effective manner. You can afford to be creative when your ideas are backed up by intelligent reporting.

What can you put in place for 2017?

Get better insight – dotmailer’s WebInsight tool lets you track prospects’ and customers’ online behaviors. You can then use the data you receive to send relevant, automated campaigns that “react” to your recipients most recent actions on your site.

Nurture your valued customers – With a tool like dotmailer’s OrderInsight, you can quickly and easily data-mine your customers to identify those highest scoring by frequency and value of purchase, as well as product category. Then design a targeted appreciation campaign for your most valued segments in minutes using our drag-and-drop segmentation tool.

Get to know our friends – We’ve got the top pick of partners to boost campaign relevancy. Phrasee gives you the insight on what subject lines will perform best for you, Sweet Tooth is the number one platform for points based loyalty programs, and Moveable Ink eats real-time relevancy for breakfast.

Want to get more of the most up-to-date data on the habits of email consumers? Book now for the 2017 DMA Email Tracking Report launch!

Reblogged 1 year ago from blog.dotmailer.com

Meet Dan Morris, Executive Vice President, North America

  1. Why did you decide to come to dotmailer?

The top three reasons were People, Product and Opportunity. I met the people who make up our business and heard their stories from the past 18 years, learned about the platform and market leading status they had built in the UK, and saw that I could add value with my U.S. high growth business experience. I’ve been working with marketers, entrepreneurs and business owners for years across a series of different roles, and saw that I could apply what I’d learned from that and the start-up space to dotmailer’s U.S. operation. dotmailer has had clients in the U.S. for 12 years and we’re positioned to grow the user base of our powerful and easy-to-use platform significantly. I knew I could make a difference here, and what closed the deal for me was the people.  Every single person I’ve met is deeply committed to the business, to the success of our customers and to making our solution simple and efficient.  We’re a great group of passionate people and I’m proud to have joined the dotfamily.

Dan Morris, dotmailer’s EVP for North America in the new NYC office

      1. Tell us a bit about your new role

dotmailer has been in business and in this space for more than 18 years. We were a web agency, then a Systems Integrator, and we got into the email business that way, ultimately building the dotmailer platform thousands of people use daily. This means we know this space better than anyone and we have the perfect solutions to align closely with our customers and the solutions flexible enough to grow with them.  My role is to take all that experience and the platform and grow our U.S. presence. My early focus has been on identifying the right team to execute our growth plans. We want to be the market leader in the U.S. in the next three years – just like we’ve done in the UK –  so getting the right people in the right spots was critical.  We quickly assessed the skills of the U.S. team and made changes that were necessary in order to provide the right focus on customer success. Next, we set out to completely rebuild dotmailer’s commercial approach in the U.S.  We simplified our offers to three bundles, so that pricing and what’s included in those bundles is transparent to our customers.  We’ve heard great things about this already from clients and partners. We’re also increasing our resources on customer success and support.  We’re intensely focused on ease of on-boarding, ease of use and speed of use.  We consistently hear how easy and smooth a process it is to use dotmailer’s tools.  That’s key for us – when you buy a dotmailer solution, we want to onboard you quickly and make sure you have all of your questions answered right away so that you can move right into using it.  Customers are raving about this, so we know it’s working well.

  1. What early accomplishments are you most proud of from your dotmailer time so far?

I’ve been at dotmailer for eight months now and I’m really proud of all we’ve accomplished together.  We spent a lot of time assessing where we needed to restructure and where we needed to invest.  We made the changes we needed, invested in our partner program, localized tech support, customer on-boarding and added customer success team members.  We have the right people in the right roles and it’s making a difference.  We have a commercial approach that is clear with the complete transparency that we wanted to provide our customers.  We’ve got a more customer-focused approach and we’re on-boarding customers quickly so they’re up and running faster.  We have happier customers than ever before and that’s the key to everything we do.

  1. You’ve moved the U.S. team to a new office. Can you tell us why and a bit about the new space?

I thought it was very important to create a NY office space that was tied to branding and other offices around the world, and also had its own NY energy and culture for our team here – to foster collaboration and to have some fun.  It was also important for us that we had a flexible space where we could welcome customers, partners and resellers, and also hold classes and dotUniversity training sessions. I’m really grateful to the team who worked on the space because it really reflects our team and what we care about.   At any given time, you’ll see a training session happening, the team collaborating, a customer dropping in to ask a few questions or a partner dropping in to work from here.  We love our new, NYC space.

We had a spectacular reception this week to celebrate the opening of this office with customers, partners and the dotmailer leadership team in attendance. Please take a look at the photos from our event on Facebook.

Guests and the team at dotmailer's new NYC office warming party

Guests and the team at dotmailer’s new NYC office warming party

  1. What did you learn from your days in the start-up space that you’re applying at dotmailer?

The start-up space is a great place to learn. You have to know where every dollar is going and coming from, so every choice you make needs to be backed up with a business case for that investment.  You try lots of different things to see if they’ll work and you’re ready to turn those tactics up or down quickly based on an assessment of the results. You also learn things don’t have to stay the way they are, and can change if you make them change. You always listen and learn – to customers, partners, industry veterans, advisors, etc. to better understand what’s working and not working.  dotmailer has been in business for 18 years now, and so there are so many great contributors across the business who know how things have worked and yet are always keen to keep improving.  I am constantly in listening and learning mode so that I can understand all of the unique perspectives our team brings and what we need to act on.

  1. What are your plans for the U.S. and the sales function there?

On our path to being the market leader in the U.S., I’m focused on three things going forward: 1 – I want our customers to be truly happy.  It’s already a big focus in the dotmailer organization – and we’re working hard to understand their challenges and goals so we can take product and service to the next level. 2 – Creating an even more robust program around partners, resellers and further building out our channel partners to continuously improve sales and customer service programs. We recently launched a certification program to ensure partners have all the training and resources they need to support our mutual customers.  3 – We have an aggressive growth plan for the U.S. and I’m very focused on making sure our team is well trained, and that we remain thoughtful and measured as we take the steps to grow.  We want to always keep an eye on what we’re known for – tools that are powerful and simple to use – and make sure everything else we offer remains accessible and valuable as we execute our growth plans.

  1. What are the most common questions that you get when speaking to a prospective customer?

The questions we usually get are around price, service level and flexibility.  How much does dotmailer cost?  How well are you going to look after my business?  How will you integrate into my existing stack and then my plans for future growth? We now have three transparent bundle options with specifics around what’s included published right on our website.  We have introduced a customer success team that’s focused only on taking great care of our customers and we’re hearing stories every day that tells me this is working.  And we have all of the tools to support our customers as they grow and to also integrate into their existing stacks – often integrating so well that you can use dotmailer from within Magento, Salesforce or Dynamics, for example.

  1. Can you tell us about the dotmailer differentiators you highlight when speaking to prospective customers that seem to really resonate?

In addition to the ones above – ease of use, speed of use and the ability to scale with you. With dotmailer’s tiered program, you can start with a lighter level of functionality and grow into more advanced functionality as you need it. The platform itself is so easy to use that most marketers are able to build campaigns in minutes that would have taken hours on other platforms. Our customer success team is also with you all the way if ever you want or need help.  We’ve built a very powerful platform and we have a fantastic team to help you with personalized service as an extended part of your team and we’re ready to grow with you.

  1. How much time is your team on the road vs. in the office? Any road warrior tips to share?

I’ve spent a lot of time on the road, one year I attended 22 tradeshows! Top tip when flying is to be willing to give up your seat for families or groups once you’re at the airport gate, as you’ll often be rewarded with a better seat for helping the airline make the family or group happy. Win win! Since joining dotmailer, I’m focused on being in office and present for the team and customers as much as possible. I can usually be found in our new, NYC office where I spend a lot of time with our team, in customer meetings, in trainings and other hosted events, sales conversations or marketing meetings. I’m here to help the team, clients and partners to succeed, and will always do my best to say yes! Once our prospective customers see how quickly and efficiently they can execute tasks with dotmailer solutions vs. their existing solutions, it’s a no-brainer for them.  I love seeing and hearing their reactions.

  1. Tell us a bit about yourself – favorite sports team, favorite food, guilty pleasure, favorite band, favorite vacation spot?

I’m originally from Yorkshire in England, and grew up just outside York. I moved to the U.S. about seven years ago to join a very fast growing startup, we took it from 5 to well over 300 people which was a fantastic experience. I moved to NYC almost two years ago, and I love exploring this great city.  There’s so much to see and do.  Outside of dotmailer, my passion is cars, and I also enjoy skeet shooting, almost all types of music, and I love to travel – my goal is to get to India, Thailand, Australia and Japan in the near future.

Want to find out more about the dotfamily? Check out our recent post about Darren Hockley, Global Head of Support.

Reblogged 1 year ago from blog.dotmailer.com

Is Australia the land of opportunity for your retail brand?

Australia has a resident population of more than 24 million and, according to eMarketer, the country’s ecommerce sales are predicted to reach A$32.56 billion by 2017. The country’s remote location in the APAC region means that unlike European countries or the USA, traditionally there have been a lack of global brands sold locally.

Of course, we also know that many expatriates, particularly from inside the Commonwealth, have made Australia their home and are keen to buy products they know and love from their country of origin.

All of these factors present a huge and potentially lucrative opportunity for non-Australian brands wanting to open up their new and innovative products to a fresh market, or compete for market share.

But it’s not just non-Australian retailers who are at an advantage here: Australia was late to the ecommerce party because native, established brands were trading well without it. Subsequently, Australian retailers’ ecommerce technology stacks are much more recent and not burdened by legacy systems. This makes it much easier to extend, or get started with, best-of-breed technologies and cash in on a market that’s booming. To put some of this into perspective, Magento’s innovative ecommerce platform currently takes 42% of Australia’s market share and the world’s first adopter of Magento 2.0 was an Australian brand.

The GST loophole

At the moment, local retailers are campaigning against a rule that exempts foreign websites from being charged a 10% general sales tax (GST) on purchases under A$1,000. And in 2013, Australian consumers made $3.11 billion worth of purchases under A$1,000.[1]

While the current GST break appears to put non-Australian retailers at an advantage, Australian-based brands such as Harvey Norman are using it to their advantage by setting up ecommerce operations in Asia to enjoy the GST benefit.

Australian consumers have also countered the argument by saying that price isn’t always the motivator when it comes to making purchasing decisions.

It’s not a place where no man has gone before

Often, concerns around meeting local compliance and lack of overseas business knowledge prevent outsiders from taking the leap into cross-border trade. However, this ecommerce passport, created by Ecommerce Worldwide and NORA, is designed to support those considering selling in Australia. The guide provides a comprehensive look into everything from the country’s economy and trade status, to logistics and dealing with international payments.

Global expansion success stories are also invaluable sources of information. For instance, it’s not just lower-end retailers that are fitting the bill, with brands like online luxury fashion retailer Net-a-Porter naming Australia as one of its biggest markets.

How tech-savvy are the Aussies?

One of the concerns you might have as a new entrant into the market is how you’ll reach and sell to your new audience, particularly without having a physical presence. The good news is that more than 80% of the country is digitally enabled and 60% of mobile phone users own a smartphone – so online is deeply rooted into the majority of Australians’ lives. [2]

Marketing your brand

Heard the saying “Fire bullets then fire cannonballs”? In any case, you’ll want to test the waters and gauge people’s reactions to your product or service.

It all starts with the website because, without it, you’re not discoverable or searchable, and you’ve nowhere to drive people to when running campaigns. SEO and SEM should definitely be a priority, and an online store that can handle multiple regions and storefronts, like Magento, will make your life easier. A mobile-first mentality and well thought-out UX will also place you in a good position.

Once your new web store is set up, you should be making every effort to collect visitors’ email addresses, perhaps via a popover. Why? Firstly, email is one of the top three priority areas for Australian retailers, because it’s a cost-effective, scalable marketing channel that enables true personalization.

Secondly, email marketing automation empowers you to deliver the customer experience today’s consumer expects, as well as enabling you to communicate with them throughout the lifecycle. Check out our ‘Do customer experience masters really exist?’ whitepaper for some real-life success stories.

Like the Magento platform, dotmailer is set up to handle multiple languages, regions and accounts, and is designed to grow with you.

In summary, there’s great scope for ecommerce success in Australia, whether you’re a native bricks-and-mortar retailer, a start-up or a non-Australian merchant. The barriers to cross-border trade are falling and Australia is one of APAC’s most developed regions in terms of purchasing power and tech savviness.

We recently worked with ecommerce expert Chloe Thomas to produce a whitepaper on cross-border trade, which goes into much more detail on how to market and sell successfully in new territories. You can download a free copy here.

[1] Australian Passport 2015: Cross-Border Trading Report

[2] Australian Passport 2015: Cross-Border Trading Report

Reblogged 1 year ago from blog.dotmailer.com

dotmailer becomes EU-U.S. Privacy Shield certified

On 12 August we were accepted for the U.S. Department of Commerce’s voluntary privacy certification program. The news is a great milestone for dotmailer, because it recognizes the years of work we’ve put into protecting our customers’ data and privacy. For instance, just look at our comprehensive trust center and involvement in both the International Association of Privacy Professionals (IAPP) and Email Sender & Provider Coalition (ESPC).

To become certified our Chief Privacy Officer, James Koons, made the application to the U.S. Department of Commerce, who audited dotmailer’s privacy statement. (Interesting fact: James actually completed the application process while on vacation climbing Mt. Rainer in Washington state!)

By self-certifying and agreeing to the Privacy Shield Principles, it means that our commitment is enforceable under the Federal Trade Commission (FTC).

What does it mean for you (our customers)?

As we continue to expand globally, this certification is one more important privacy precedent. The aim of the EU-U.S. Privacy Shield, which was recently finalized, provides businesses with stronger protection for the exchange of transatlantic data. If you haven’t seen it already, you might be interested in reading about the recent email privacy war between Microsoft and the U.S. government.

As a certified company, it means we must provide you with adequate privacy protection – a requirement for the transfer of personal data outside of the European Union under the EU Data Protection Directive. Each year, we must self-certify to the U.S. Department of Commerce’s International Trade Administration (ITA), to ensure we adhere to the Privacy Shield Principles.

What does our Chief Privacy Officer think?

James Koons, who has 20 years’ experience in the information systems and security industry, explained why he’s pleased about the news: “I am delighted that dotmailer has been recognized as a good steward of data through the Privacy Shield Certification.

“As a company that has a culture of privacy and security as its core, I believe the certification simply highlights the great work we have already been doing.”

What happened to the Safe Harbour agreement?

The EU-U.S. Privacy Shield replaces the former Safe Harbour agreement for transatlantic data transfers.

Want to know more about what the Privacy Shield means?

You can check out the official Privacy Shield website here, which gives a more detailed overview of the program and requirements for participating organizations.

Reblogged 1 year ago from blog.dotmailer.com

What different consumer groups really want from local business websites

Columnist Myles Anderson takes a look at what consumers in different age groups are looking for when it comes to local business websites. Local SEO practitioners, take note!

The post What different consumer groups really want from local business websites appeared first on Search Engine Land.

Please visit Search Engine Land for the full article.

Reblogged 2 years ago from feeds.searchengineland.com