This post originally appeared on Design Thinking and was written by Paulina Wójciak and Sarah Cantu. Not too long ago, “streaming” music meant listening to the radio or watching music videos on MTV. If you really loved an artist, you would pay between $10 and $20 for a tape or CD and listen to their … Continued
[Webinar] Increase Shopping Cart Completions this Holiday Season with User FeedbackSeptember 6, 2018
Earlier this week we hosted an eCommerce Webinar featuring conversion rate expert and COO of AWA digital, Johann Van Tonder, joined by Feedback Expert at Qualaroo, Michael Nadelman. We had an in-depth discussion on how teams can capture and use feedback to reduce their shopping cart abandonment rate and, ultimately, drive conversions.
We’ve broken up the webinar into mini topics with the recording with relevant summaries and helpful articles that can help you apply these best practices on your own web properties.
Use Quantitative Analytics to Define Your Objectives for Feedback
- Determine your objectives by looking at your web analytics to identify gaps in your funnel, for example, high bounce rate pages.
- Identify the right segment of visitors to ask for feedback
- Formulate the right types of questions to ask
Helpful how-to article: Different ways to target your audience
When and How to Ask for Feedback without Distracting the User Experience
- How to ensure you know what the goals are of your users
- Embrace negative feedback
- Follow up with your users on why they responded the way they did
Helpful how-to article: Survey Idea for Improving Conversion Rates for Ecommerce
Case Studies: How Companies Used Feedback to Drive Tests that Drove Conversions
Johann discusses 3 case studies on how big brands targeted their users to drive more sales for certain products.
Helpful how-to article: Understand Visitor Intent to Prepare for an A/B test
How to Build Actionable Personas to Improve Conversions
Personas are not about demographics, they’re about the goals, fears and frustrations of your users – all insights you can uncover using Qualaroo.
Helpful how-to article: Best Practices for using Qualaroo
1.When it comes to segmenting your audience, how do you prioritize which visitors you reach to first?
2. How do you prevent survey fatigue? How often do you typically wait before asking a question to a user on your site?
3. What targeting capabilities does Qualaroo have?
Here are just a few of our favorite sound bites from their conversation.
“Customer complaints…[are] one of the most actionable pieces of insight. In fact, I’m more interested in hearing from people who want to complain and have something negative to say about the site than those who have something positive to say.”
“I’ve asked the team of optimizers at AWA who have been doing this for years. Consistently they say this is the question and the mechanism that gives them the most actionable [insights], the jewels.” See the question Johann is referring to below!
Johann’s three principles for driving sales, not distractions:
- Ask questions that are real-time and context-sensitive
- Embrace negative feedback
- Ask follow-up questions
If you’d like hands-on expertise on how to implement a feedback campaign on your eCommerce site, book time now with one of our feedback experts.
If you have more questions for Johann, please submit your questions in the comments below or email them to us at email@example.com and we’ll get back to you shortly.
PS, keep an eye out for our latest eCommerce Guide that we’ll be releasing in a couple of weeks!
There’s no shortage of content about UI/UX, and the discipline itself is fast-moving. Whatever your primary interest—whether it’s accessibility, front-end design or user research—there’s a UX blog for you. So, how can you know which of blogs or news sources are worth exploring? Not to fear, we’ve done our own research and think that these … Continued
This post was written by Qualaroo team member Sarah Cantu. Have you ever tried to remember a close friend’s favorite type of sweet treat for their birthday or celebration, only to realize you have no idea what flavors they prefer? In fact, you’ve probably eaten sweets with this person on more than one occasion, only … Continued
The Net Promoter Score (NPS) has historically been the single key indicator of success for customer service teams across most industries.
At Qualaroo, we believe that user feedback is at the heart of the success of all businesses. Our mission is to make user research faster, easier, and more accessible for companies of all shapes and sizes.
When it comes to methods of gathering feedback, the gold standard for marketers is the in-person focus group. This format offers an opportunity to gather opinions, verbal feedback, and observation of attitudes about your product. However, focus groups can also be costly and time-consuming, which can be prohibitive for small teams or small budgets. But this shouldn’t hold you back from gathering high-quality feedback.
At Qualaroo, we know that user feedback should be integral to your UX and digital product strategy. After all, your product, sales, and marketing teams are not mind readers. User feedback contextualizes what your users want and eliminates the guesswork of product development.
How can you know what someone thinks when they aren’t vocalizing their thoughts or feelings? How do you solve problems for users who aren’t providing you with raw feedback (or any feedback for that matter)? This is a consistent challenge UX and marketing professionals face. Without a written response, reaction or review, it can be difficult to know how to improve your product and its user experience.
Over the past few months, we’ve made a number of updates to Qualaroo designed to make your experience better: like revamping our Sentiment Analysis and NPS reporting experiences. Today we’re excited to announce another such release: Qualaroo now supports Content Delivery Network (CDN)!
Like any field, there are ideas and best practices in web design and experience that have become central tenets. While these “laws” are meant to improve web usability and experience, they’re certainly not immutable.