Great support isn’t optional, it’s a retention driver
For mid-market brands, agility isn’t only about how fast you launch campaigns, it’s also about how you support customers. More than 50% of customers will switch to a competitor after just one bad experience. In Europe, nearly 31% of consumers say customer service has worsened in the past year, which means expectations are rising even as tolerance for weak support shrinks.
Customers expect consistency everywhere
It’s not enough to deliver good service on one channel. Around 76% of customers expect consistent experiences across every touchpoint. In mature ecommerce markets like Australia, this demand is even sharper: 80% of households shopped online in 2023, spending $69 billion in 2024. With so many digital and physical interactions, consistency is no longer a nice-to-have, it’s survival.
Customization is becoming non-negotiable
Mid-market brands rarely fit neatly into cookie-cutter workflows. They need custom permissions, unique pricing rules, specialized reporting dashboards, and region-specific features. Globally, nearly 80% of companies say they’re adopting SaaS tools that flex to their workflows rather than forcing rigid templates. And in Europe, where B2C ecommerce turnover is projected to hit US$902 billion by 2027, adaptability is a competitive necessity.
What support and customization look like with Maropost
Maropost doesn’t expect every business to fit the same mold. Instead, it gives brands the ability to configure workflows and dashboards around their needs, with support that’s hands-on from onboarding through scaling. That includes:
Customizable dashboards that surface the most relevant metrics for each team
Flexible permissions and role settings for marketing, operations, and sales
Dedicated onboarding and training so teams can ramp up quickly
Responsive support with proactive tools to reduce downtime and missteps
What mid-market brands gain from superior customization and support
Faster change cycles: adapt quickly when new channels or products launch
Better alignment: give each team the data they need without clutter
Reduced churn: reliable, consistent support builds loyalty at scale
Less internal burnout: fewer fire drills caused by misconfigured or rigid systems
A scenario you’ll recognize
Imagine a lifestyle brand expanding across Europe and Australia. They need multi-currency catalogs, regional reporting, and custom discount tiers. With rigid platforms, that requires multiple apps, manual configuration, and developer support. Teams end up wasting time on setup instead of strategy.
With Maropost, those needs are native. Roles and permissions give staff exactly the access they need. Regional dashboards track performance by market. Support helps configure workflows correctly the first time. Launches happen faster, errors are minimized, and both customers and employees get a smoother experience.
How customization and support fuel growth
Mid-market brands don’t just need software, they need a partner that grows with them. As ecommerce spending accelerates—$69 billion in Australia in 2024, nearly $902 billion projected in Europe by 2027—expectations rise in parallel. Brands that pair flexible systems with reliable support scale more confidently, with less risk of customer churn or operational breakdowns.
With Maropost, customization and support aren’t add-ons, they’re part of the foundation. That gives mid-market brands the confidence to expand product lines, add new markets, and serve customers better without slowing down.