Purpose: learn more about our Sendcloud Customer Outreach Programme (SCOPE) and what it means to be part of it.
What is SCOPE?
At Sendcloud, we believe in making shipping easier for our merchants. Our goal is to create a shipping tool that prioritizes ease-of-use, and seamlessly integrates with our merchants' daily workflows and needs.
To achieve this goal, we have developed the Sendcloud Customer Outreach Programme, or SCOPE for short. SCOPE relies on Sendcloud users who have opted-in to be contacted for continuous exploration and validation. Opting In to SCOPE also means that our valued customers will receive beta releases sooner and be able to provide feedback on our platform and software. By involving our users in the development process, we gain valuable insights and feedback that help us continuously improve and refine our product.
What does it mean to be part of SCOPE?
In short, SCOPE means that you:
- Get to experience new features early in the Beta phase
- Have direct input on improving product quality
- Access to exciting events, collaborative research initiatives, and more
Here are some of the ways in which we will involve our SCOPE members:
Email Campaigns: We will keep the members informed about beta releases, upcoming surveys, events and campaigns through email. These emails will also inform our SCOPE members about exciting developments at Sendcloud.
Newsletter: We will send out a monthly newsletter with all the important information, interesting findings and announcements.
Pop-Ups: For immediate research needs, we will push pop-ups to your panel with specific requests for research participation.
Frequency: 2-3 times per month
Together we can make Sendcloud better. By joining the Sendcloud Customer Outreach Programme (SCOPE) we will ask for your input on a regular basis. This can be through email or through popups in Sendcloud.
Join SCOPE
If you're interested in joining SCOPE, you can activate the access in your Sendcloud account. In your account, go to Account > Profile > Sendcloud Customer Outreach Programme and activate the toggle.
Sendlab - A Continuous Discovery Programme by Sendcloud
Sendlab is a continuous discovery programme here at Sendcloud. It is designed to help us better understand and meet the needs of our customers. Through this programme, we aim to gain insights into our customers' challenges and pain points, so that we can continually improve our platform and services.
Frequency: Monthly
How it works
Each month, we invite a select group of customers to participate in the Sendlab programme. Participants have the option to attend the programme either online or in our office located in Eindhoven, the Netherlands.
During the programme, participants will engage in various activities designed to uncover insights and gather feedback. These may include interactive workshops, user testing sessions, and interviews with our product and development teams.
Customers who participate in this programme are eligible to receive incentives for participation.
Why it matters
At Sendcloud, we understand the importance of staying close to our customers and regularly gathering feedback to drive our product roadmap. Through the Sendlab programme, we are able to continually learn from our customers and improve our platform to better meet their needs.
Join Sendlab
If you are interested in joining Sendlab and sharing your feedback with us, keep an eye out for our monthly invitations. When you are part of SCOPE, you're automatically part of our Sendlab programme too. However, we only reach out to specific customers that are linked to our currently ongoing research. If you fit into our target group, we might ask you to take part in Sendlab. We welcome your participation and look forward to working together to make Sendcloud even better.
WeSend
WeSend is also a part of SCOPE. We visit merchants, so we can work together and hold a one-day apprenticeship.
Frequency: Monthly
What is it?
WeSend is a unique initiative developed by our company to better understand the pain points experienced by our merchants when it comes to shipping, pre-shipping, and post-shipping processes. In the industry, this is commonly referred to as "dogfooding," which means using our own products or services to gain insights into their effectiveness and identify areas for improvement.
To participate in WeSend, we request permission from our merchants to send two of our team members to spend a day in their warehouse. During this time, our team members will shadow the merchant and focus on one specific part of the shipping journey. This can include anything from packaging to inventory management to delivery.
In summary, WeSend is an internship-like programme that allows us to immerse ourselves in the day-to-day operations of our merchants and gain a better understanding of their pain points and needs. Through this programme, we hope to identify opportunities for improvement and continue to provide the best possible service to our valued customers.
Why it matters?
The purpose of WeSend is not to sell features, but rather to gain a deeper understanding of the merchant's experience and pain points. Our team members will document their observations in detailed field notes that will be shared with the company's cross-functional team for analysis and potential improvements to our products and services.
Join WeSend
It's important to note that WeSend is an opt-in programme, and we have a shortlist of "WeSend-friendly" merchants who have given explicit permission for our team members to visit their sites. We schedule these visits on a 6-month calendar to ensure that we are engaging with our merchants regularly and staying up to date with their evolving needs. When you are part of SCOPE, you're automatically part of our WeSend programme too. However, we only reach out to specific customers that are linked to our currently ongoing research. If you fit into our target group, we might ask you to take part in Sendlab. We welcome your participation and look forward to working together to make Sendcloud even better.
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