Mangopay will have Mark Fleming as its Chief Commercial Officer. Mark will join CEO Romain Mazeries' management team to spearhead the company's international expansion and growth into new customer sectors, furthering its impact on the platform economy.

Keep in mind that Mangopay is one of the fastest-growing payment companies in Europe. In 2022, the company processed over €13B in transaction volume and generated €30M in net revenue. 

Romain Mazeries, CEO of Mangopay, said of this appointment: "Mark is a recognized leader in the payments, fintech, and SaaS sector, with a remarkable track record in driving go-to-market strategies, improving operational performance, and expanding market share.

 We are delighted to welcome him to the Mangopay team. 

His expertise will be very important as we introduce innovative solutions that raise the standard for platforms in diverse sectors. This marks the beginning of an exciting phase of growth for Mangopay, supported by a strengthened leadership team."

Mark Fleming has 20 years of experience in the payments and SaaS ("Software as a Service") industry, including a nine-year tenure at Worldpay. As General Manager of Worldpay - EMEA, Global eCom and previously as Senior Vice President of Global Business Development - Global eCom, Mark was instrumental in the development and execution of the company's global business strategy.

Mangopay bets on expertise for its expansion 

In addition, Mark was Vice President of Business Development at GlobalCollect (now Worldline) and contributed his expertise as a member of the European Advisory Board of the Merchant Risk Council. Mangopay, which was acquired by Advent International in 2022, is a specialist provider of modularizable and embeddable payment and fintech infrastructures powering leading platforms worldwide. The company has processed a volume of more than €100 billion in transactions and already supports more than 250 million end users. 

Mark's appointment comes at a time when Mangopay is expanding its operations to meet the evolving needs of the growing platform economy. His role will be instrumental in supporting clients' cross-border growth and expanding Mangopay's presence in new verticals and markets while strengthening its established position in Europe.

Mark Fleming, Mangopay's Chief Commercial Officer, added: "Mangopay's relentless innovation and unique value proposition present a real growth opportunity for the businesses we serve. Our ability to support customers as they grow - whether building on, around or beyond our solutions - positions Mangopay to thrive in the dynamic and growing platform industry. I am thrilled to collaborate with Romain and the entire Mangopay team as we expand our footprint and drive Mangopay's future success."

The post Mangopay chooses Mark Fleming as its new Chief Commercial Officer appeared first on Cross-Border Magazine.

By Salesupply - A vast post-purchase study, carried out by e–commerce customer care and fulfillment specialist Salesupply together with post-purchase experience provider parcelLab, highlights significant gaps in delivery reliability, tracking transparency, customer service availability, and performance for the top 100 UK retailers. 

The UK’s Top 100 Retailers’ Post-Purchase Secrets Report 2024 identifies key areas within the post-purchase journey where retailers need to improve to enhance customer satisfaction and retention, emphasizing customer service and delivery processes.  

Delivery Performance: Falling Short of Promises

The study discovered that half of the retailers fail to provide essential delivery information on their product pages, impacting customer decisions and satisfaction.

“Our report underscores the critical need for UK retailers to enhance their services,” stated Tobi Buxhoidt, CEO at parcelLab. “Nearly 40% of retailers do not meet their advertised delivery times, highlighting a gap between customer expectations and service delivery. Reliable delivery is crucial for customer satisfaction and retention; many retailers are falling short. This is a stark reminder that timely and dependable delivery is foundational to customer satisfaction and retention.”

Although more than half (55%) of retailers link their tracking directly to the carrier, which improves transparency and trust with customers, nearly half are missing an opportunity to enhance customer experience through better tracking visibility.

The report also found that nearly 20% of retailers charge for delivery. Over 80% of retailers provide express delivery, averaging £6.93, with industries like health, cosmetics, and jewelry imposing the lowest surcharges. Express delivery options can attract customers who need their purchases quickly and are willing to pay for expedited shipping.

Customer Service: Long wait times and limited availability

One aspect that strongly influences pre- and post-sales satisfaction is customer service. Good customer service contributes to long-term customer loyalty. Customers are more likely to make repeat purchases from retailers where they feel well looked after. The results of this study show that there is quite some room for improvement in the UK. 

Opening hours not in line with consumer behavior

One in four major UK online retailers is available only during business hours, and only one in seven offers customer service throughout the day and evening on weekdays and weekends. This misalignment with consumer behavior is a missed opportunity, as peak online shopping times in the UK are between 8pm and 9pm. Retailers not available during these hours risk losing customers to competitors with longer service hours.

Customer service channels

UK’s top online stores offer their customers a variety of contact channels (2.8 channels on average) ranging from telephone (the most offered channel) to social media, email or contact form and chat. WhatsApp, one of the younger generation‘s favourite communication channels, is not yet widely used as a customer service channel.

Long waiting times: please hold the line

Still, the phone might not be the ideal channel for reaching the customer service team: more than a quarter of the top shops do not publish a customer service number. And six of the 100 retailers reviewed hid the customer service number as well as they could.

Half of the retailers surveyed took over five minutes to answer phone calls, with the average being 8:23 minutes. Retailers also take some time to respond to customer enquiries on the other channels. Email enquiries to customer service were answered after an average of 12 minutes. On social media, testers waited an average of 10 minutes for a response and WhatsApp questions were answered after an average of 15 minutes.

Customer service technology to the rescue

Two-thirds (66%) of online retailer now use chatbots to manage customer queries, reflecting an industry shift towards automation to enhance efficiency and manage customer interactions at scale. This adoption of automation highlights the need for retailers to balance efficiency with personalised customer service.

Jonathon Huggett – Senior Business Developer at Salesupply added: “These findings should serve as a call to action for UK retailers to critically assess and improve their customer service to deliver the exceptional service that today’s customers expect and deserve.”

To read the full report, click here!

The post Post-Purchase study: 40% of Top 100 UK retailers miss delivery deadlines  appeared first on Cross-Border Magazine.