Tech companies selling cloud-based services, traditional software packages, or hardware know that profitability in the long run comes from keeping customers happy over time, but they often face tough user experience questions on websites and apps:
Are visitors seeing the call-to-action buttons on our product pages? How do we improve the ease-of-use of our cart page or our apps to increase conversions and cross-sell opportunities?
"No results found" is the worst outcome of a product search query. When customers have typos or spelling mistakes in the part number or query string, are we providing related items and search predictions?
Marketing teams invest significant time and resources in defining specific customer segments in enterprise tools like Adobe Analytics. Can we drill down into the on-site behavior of any given segment?
Certain fields may be causing a drop-off in form completions. Are there unnecessary fields that can be removed, or fields causing confusion? How can we pinpoint which fields to optimize on our lead-gen forms?
Lenovo relies on its website for a significant portion of its hardware sales, but when it launched the Yoga 3 ultrabook laptop, online sales fell short of expectations. Clicktale reconstructed exactly what was happening with purchasers abandoning the page; upon fixing the issue, conversions increased by a factor or three or four.
With over 13 million customers around the world, GoDaddy gives people an easy, affordable way to get their ideas online. Ana Grace, GoDaddy's director of e-commerce, describes the importance of understanding the customer experience, and how Clicktale is helping with this mission.