Ecommercepartners.net

You lose customers every day, and that’s a fact. Some users visit your site looking for something that you do sell, and then leave without a trace. Others get as far as your shopping cart, and then abandon it for no apparent reason. But these events are not always beyond your control. It’s important to realize that no matter how impersonal the interaction between buyer and seller is, “users” are people, who usually have good reasons for doing what they do, and can even eloquently explain them. All you have to do is ask.

Here at ECommercePartners.Net, we have recently added a tool that allows us to do just that. It’s called “Kampyle Feedback Analytics”, and you can see it in action if you click on the orange triangle on the bottom right corner of our homepage.

Kampyle allows you to collect, analyze and manage feedback submitted by your users on your website. Using an advanced, branded feedback form that you can customize to fit your most specific needs, Kampyle collects feedback from your users in the sections of your site that are most critical to you, and on the issues that are most pressing to them. The customer feedback data is collected, analyzed and displayed in Kampyle in actionable charts that quickly give you the bottom line, without needing to read every single feedback. Information about your users’ browsers, browser languages, and countries (to name a few) is combined with what they had to say about your site, enabling for a quick grasp of the main issues and their causes.

It isn’t just about acquiring new customers, but also about keeping the ones you already have. Kampyle is also a useful tool to improve communication with your customers, allowing you to reply to individual feedback items directly from Kampyle’s Feedback Inbox or even from your email (you can have Kampyle forward all or specific feedback automatically to your email). You can inform your customers on how you‘ve acted on their feedback (e.g. “we’ve just added the product you were looking for, and here’s a 10% coupon), or what you intend to do in the future. This personal touch of attention is an effective way to let your customers feel valued, increase customer satisfaction and loyalty – and ultimately – sales.

Kampyle also addresses the need of e-commerce websites to change and evolve. E-commerce website owners are well aware of the need to constantly improve their website, but they don’t always know how to go about it. Questions such as “What should I change?”, or “how will I know how my users will react?” immediately pop up in the minds of website owners, always weary of fixing what isn’t broken. There is always room for improvement in your website. Since your customers have front row seats to your business, it would be wise to consult with them, and Kampyle facilitates this kind of communication.
This communication channel with customers is also a useful tool for your business’ marketing strategy. Kampyle helps you to get to learn who your users are and what they are looking for, helping you to plan your moves, and to create a successful e-commerce business.

Lately, Kampyle has also added an important feature that integrates information from Google Analytics with Kampyle’s feedback data. While web analytics allow website owners to learn what users are doing on their website, Kampyle lets them find out why. Combining both feedback data with web analytics data in one, actionable interface, Kampyle’s Google Analytics Integration service can now show you two critical layers of data in the same place (e.g.: which are your top landing or exit pages and what people say about them). By adding business logic to this new feature, Kampyle can take it one step further and answer though questions, such as: why was there a drop in the amount of visitors to your site yesterday?

50 years ago the success of a store depended largely on the quality of its service, the civility of its employees, who greeted customers with a smile and made them feel welcome and valued. Surprisingly, that is still very much the case today. Competition is only a click away, and improving your site, products, service, as well as strengthening your relationship with your customers can make all the difference. So much so that according to Eran Savir (Co-Founder and VP Business Development at Kampyle), some Kampyle customers have witnessed double digit increases in conversion rates.

Having added Kampyle to our website, we recommend it to our clients. You’ll be surprised at the quantity and quality of the feedback your users will give you: they have more to say than you think (you might also be surprised at what they have to say). You can register on Kampyle here. Kampyle offers various service packages starting at 99$ a month and a limited, free package is also available. You are required to choose the most suitable package for you, and after the registration process, you can start creating your website feedback forms and using them on your site.

For questions on Kampyle’s service, you are invited to contact the Kampyle team at sales@kampyle.com – they will be more than happy to assist and answer your questions.

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This entry was posted on Friday, August 7th, 2009 at 6:37 pm and is filed under Usability. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.