Win Customers Back with Handwritten Notes at Scale | David Wachs from Handwrytten | Ecomm Marketing

Summary

In this episode of E-commerce Marketing with the Pitbulls, David Wax, founder and CEO of Handwritten, shares insights on his unique business model. Handwritten uses robots to produce automated, handwritten notes for customers at scale, offering a personalized touch in digital marketing. Wax, a serial entrepreneur, discusses the importance of customer retention and personal connection in e-commerce. He also highlights the effectiveness of physical mailers in an era dominated by digital communication, and how Handwritten's service can be integrated with platforms like Shopify for automated customer engagement.

Takeaways

• 😀 Handwritten is a company that uses robots to write personalized notes at scale, aiming to provide a unique and authentic customer experience.
• 👨‍💼 David Wax, the founder and CEO of Handwritten, has a background in entrepreneurship and mobile marketing, which has informed his approach to e-commerce and customer retention.
• 🤖 The company operates with approximately 175 robots in their facility in Phenix, which are used to write notes on behalf of their clients.
• 📝 Handwritten notes are seen as a way to stand out in a crowded digital communication landscape, offering a personal touch that can enhance customer relationships.
• 🛒 For e-commerce businesses, Handwritten integrates with platforms like Shopify and Zapier to automate the sending of personalized notes based on customer actions or milestones.
• 💌 The process of sending a note involves setting up rules and templates within the client's e-commerce platform, which can then trigger the sending of a handwritten note.
• 🎉 Use cases for Handwritten's service include customer retention, employee appreciation, and even customer win-back strategies after service issues.
• 📈 A survey conducted by Handwritten indicates that customers who feel appreciated through personalization, such as receiving a handwritten note, are more likely to increase their purchase and referral activities.
• 💡 Handwritten offers a custom consumer outreach report based on a survey of 2000 consumers, providing insights into effective customer appreciation strategies.
• 🔗 The company's website provides resources for potential clients, including an AI-generated note feature, sample kits, and integrations with various platforms like Salesforce.

Q & A

What is the main service offered by Handwritten?

Handwritten offers automated handwritten notes at scale, using robots to write personalized messages for customers.

How does David Wax describe the handwriting quality of the notes produced by Handwritten?

David Wax claims that most of the handwriting styles look very authentic, although some may appear too perfect and could be identified as robot-written.

What are some of the techniques Handwritten uses to make the robot-written notes appear more realistic?

Handwritten varies the letters, ligature combinations, line spacing, and subtly warps the text to mimic human imperfections in handwriting.

What is the typical use case for Handwritten's service in e-commerce?

The typical use case is for customer retention, such as sending thank you notes after a purchase, or for employee and customer appreciation.

How does Handwritten integrate with e-commerce platforms like Shopify?

Handwritten offers a plugin for Shopify and uses tools like Zapier for integration, allowing for automated triggers based on customer actions like purchases.

Can Handwritten replicate a specific person's handwriting?

Yes, Handwritten can recreate a client's specific handwriting style for personalized notes.

What challenges does Handwritten face regarding customer perception of robot-written notes?

Some customers may scrutinize the notes more once they know they are robot-written, and companies sometimes hesitate to admit they use such a service for fear of it detracting from the perceived authenticity.

How does Handwritten use AI in its service?

Handwritten utilizes AI to generate templated messages and ideas for notes, but the final approval and customization still require human input.

What is the significance of physical mail in the current digital age according to the interview?

Physical mail, such as handwritten notes, stands out in the noise of digital communication and can be a refreshing and impactful way to connect with customers.

What is the process for a customer to receive a sample of Handwritten's notes?

Customers can request a sample kit from Handwritten's website to see the quality and consider if it's suitable for their business needs.

How can listeners access the consumer outreach survey mentioned in the script?

Listeners can visit Handwritten's website, navigate to the resources tab, and find the survey under the listed items to request it.