Imagine your website has valuable traffic, but your conversion rate is comparable low. You have a high bounce rate and you don’t really know, why the visitor is churning and not using the funnel, which was crafted so carefully.
Wouldn’t it be great to know exactly what your customer was thinking, when leaving?
Usually when you do have a brick and mortar shop you simply may ask your customer “How may I help you?” and if the client is not satisfied and leaving your shop, it’s easy to engage and get more knowledge about the needs of the client.
Within the online shopping process, this valuable feedback and engagement is often left unused. So how is it possible to get a customer feedback within your website?
The correct timing is key
Imagine you walk into a shop and before actually looking at a product you get asked, how you may get assisted. Some people like it, others don’t. In most of the cases an online shopping experience is about comparing different items, finding out, what would suit best and finally buying one or more items.
Sometimes though, it’s frustrating to find the right product and a comparison is hard. This moment can be anticipated, though, through a different browsing activity. When a visitor is indecisive, there are certain factors, which may be used as a targeting criteria. It does not really matter, where it is defined, be it within your DMP or within a tool like conversionloop – what is crucial is to find the correct moment, when the feedback question will be shown to the visitor.
Rely on statistics and correlation
There are already some key moments, when the timing is good to display a popup or insert a feedback button, which are proven due to statistics. There is a correlation in certain situations, where it’s more likely to get a feedback from your client, than in other situations. These may be:
- Returning to an abandoned cart
- Hesitation on the pricing page
- Exit Intent
- Browsing multiple pages without engagement
- Going back and forth within the funnel
- Directly after the purchase on the confirmation page
Having the possibility to trigger feedback widgets in those situations sets you apart from your competitors when asking your prospects and clients about a feedback. You will get to know the thoughts and motivation of your visitor, when being empathic and asking for feedback right in the best timed moment.
How could a feedback request look like?
Getting feedback is rather simple and straightforward. Just ask your visitor, if they can’t find the right thing, for example. Ask questions, just like you would in real life. You’d be surprised how often you will get feedback from you client, when the trigger of this feedback question is set to the right moment:
Getting feedback with an open text is just one method, nonetheless it’s also possible to lower the inhibition threshold of getting an answer with multiple choice options.
How is it possible to integrate a feedback system into your website?
Getting feedback is easy and does not require any coding or developing skills. It may even be done on static webpages or websites, which are served and cached from a content delivery network. You can get feedback from your visitors with the easy implementation of the lightweight conversionloop script.