In this week's blog post, we are looking at fixing issues customers are complaining about in time for this holiday season. If you haven’t already, check out our last post that delved into the importance of refining your checkout process so customers enjoy a positive experience on your website.
It’s impossible to have a perfect website. However, it’s imperative that you are able to fix customer complaint issues effectively, and efficiently.
Luckily, Insightech tracks everything from your website out of the box, including what your customers have seen, and experienced. All you need to do is gather your complaints together and start searching for them.
You will also want to build a seamless workflow where your customer support team knows how to search for issues, and how to share them with your IT team.
Here is an example of an error message that your customers might see. In the next step, we will talk about searching for this precise message.
Make sure you have enough data tracked to search for customer issues, exactly how customers share them. In the example above, you can copy and paste the text that the customer has seen into Insightech, to run a search.
This returns a full list of every time this error message has occurred, and allows you to quantify the issue, and click into each example to explore further.
Note: If you see an error message within Insightech that you haven't seen before, running a search is as simple as clicking on the error message, and running a search.
Once you know how often each issue has occurred, you will want to recreate 3 things to help you solve the problem:
Insightech provides each of these out-of-the-box in an easy to understand format. Simply click an example from your search list (in step 2), and all of this information will be available visually for you.
Rather than taking screenshots (and hoping your IT team can miraculously recreate the problem), you will want a quick and easy way to share all of the information above (in step 3). If you can do this via a URL/link, you will also save a lot of time and effort.
Here is an example of a note that you can save
Saved notes, become bookmarks of the precise moment that you saved them. This allows you to share a link via email, or in a task management system (Jira, Asana, Slack). Your IT team can then click the link to recreate all of the details needed.
Here is an example of a note that you might save as a bookmark, and share with your IT team:
Every issue that you aren't fixing on your website, often has a much larger impact than you know of, and the longer you leave these issues, they can have a compounding effect on your digital experiences, and on your website sales and conversions.
This is why, if your customers are complaining, you should be paying very clear attention to them. Make sure you have the right tools to respond and be attentive to your customers needs, and to fix any issues they have as fast as possible.
And don't forget that your ability to fix issues comes down to:
With the upcoming holiday season expected to be the largest, fixing the issues faced by your customers is more important than ever, so that you can minimise the impact to other customers, especially on your biggest events.
In our next blog post, we will explore how you can measure the impact of product merchandising, and product page design on conversions.
If you are trying to quickly find and fix customer issues ahead of an upcoming event, launch, or holiday period, and you are interested in finding out more about how you can use Insightech to solve these issues faster, simply reach out to our team and we can help you out.
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