Pre Purchase CX Blind Spot
đ How Bad Support Kills Sales Before They Even Happen, Campaign Manager 360 Expands Partnerships, and more!
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In this newsletter, youâll find:
đ The Pre-Purchase CX Blind Spot: How Bad Support Kills Sales Before They Even Happen
đ˘ Campaign Manager 360 Expands Partnerships for Smarter Ad Management
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đ The Pre-Purchase CX Blind Spot: How Bad Support Kills Sales Before They Even Happen
Your Support Team Isnât Just for Fixing ProblemsâItâs for Closing Sales. Most DTC brands think customer support exists only to solve post-purchase problemsâreturns, refunds, and product issues. But what if the biggest revenue leaks happen before the purchase ever takes place?
The reality is pre-purchase hesitation kills conversions faster than price objections. Customers donât just abandon cartsâthey abandon decisions. The reason? They donât get the answers they need at the exact moment they need them.
Why Poor Support is Secretly Hurting Your Sales
Think of customer support as your last-mile conversion closerâbut instead of guiding shoppers toward checkout, most brands unintentionally create more friction.
1ď¸âŁ Shoppers Get Stuck in the âDecision Gapâ
Many abandoned carts arenât about priceâtheyâre about unresolved hesitation. Customers arenât sure if a product fits their needs, if shipping will arrive in time, or if a competitor has a better offer.
Use AI-powered chat triggers on high-drop-off pages to engage hesitant shoppers in real time.
2ď¸âŁ Delayed Responses Kill Buying Intent
When shoppers have questions about sizing, materials, shipping, or product differences, they expect instant answers. The longer it takes for a response, the more likely theyâll leaveâand they rarely return.
AI-driven support systems can now resolve up to 86% of pre-purchase inquiries instantly, keeping high-intent buyers engaged.
3ď¸âŁ Support Agents Donât Think Like Salespeople
Most customer service teams are trained to resolve issues, not close sales. They answer questions but donât proactively guide shoppers toward the right purchase decision.
Equip support reps with conversion-driven trainingâhelping them recommend products based on real customer needs rather than just providing generic responses.
4ď¸âŁ No Proactive Engagement on Key Drop-Off Points
Most brands fail to identify where hesitation happens. If a shopper lingers on a pricing page, compares multiple products, or revisits FAQs, thatâs a sign they need one final nudge.
AI-driven systems can detect hesitation behaviorsâlike prolonged dwell time on pricing pages or repeated product comparisonsâand automatically offer assistance before the visitor exits.
How to Turn Support into a Sales Driver
Leverage AI-powered support to handle common pre-purchase questions instantly.
Train support teams to recommend, not just respondâturning inquiries into conversions.
Identify hesitation signals and deploy proactive engagement at the right moment.
Final Takeaway
DTC brands that treat support as just a post-purchase function are losing sales before they even begin. The future isnât just fast supportâitâs support that sells.
Want to see how AI-first support is changing customer service? Intercomâs 2025 Customer Service Transformation Report reveals how brands are scaling their support while resolving up to 86% of inquiries with AI. Get your copy now!
đ˘ Campaign Manager 360 Expands Partnerships for Smarter Ad Management
Insights from Google
Googleâs Campaign Manager 360 is evolving to help advertisers navigate todayâs complex digital ecosystem, with new integrations that enhance creative workflows, simplify campaign activation, and improve performance trackingâespecially across CTV and streaming platforms.
The Breakdown:
Seamless Creative Management with Adobe & Typeface â A new integration with Adobe GenStudio for Performance Marketing allows direct creative asset transfers, while Typefaceâs generative AI helps brands scale personalized content for multi-channel campaigns.
Direct Campaign Activation with The Trade Desk & Google Ads â Advertisers can now send ad tags directly to The Trade Desk and apply Campaign Manager 360 measurement tags to Google Ads campaigns, eliminating manual processes and improving efficiency.
CTV & Streaming Performance Tracking with Netflix Ads â A new integration with Netflix Ads enables VAST video creative serving and impression tracking within Campaign Manager 360, allowing advertisers to analyze Netflix campaigns alongside other video ads.
Cross-Media Reach for TV & Digital â A Comscore-powered report now provides a unified view of digital video and linear TV campaigns, helping brands optimize audience reach across formats for smarter media planning.
With digital advertising growing more complex, Campaign Manager 360 is positioning itself as an all-in-one hub for creative, media, and measurement solutions. These new partnerships ensure better integration, more automation, and deeper insights.
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