How to fix your e-commerce conversion rate!

Within 24 hours of using Clicktale's new Search I was able to find and fix some major flaws in my checkout process. This service alone is worth every penny of the subscription price!" - T. Jacobson, Founder,

Today we are proud to officially launch our new Search and Alerts. These incredibly powerful tools allow you to define any business process, scenario or funnel and see exactly which visitors completed the process, which dropped out, and why! From e-commerce conversion rate funnels and online checkouts to complicated website navigation and everything in between, any process you have can be tracked and optimized. The possibilities are literally endless!

Until now, traditional web analytics might show you where your potential customers drop out of your funnels, but now with Clicktale's new Search and Alerts you can find out why! Instead of wading through hundreds of hours of videos, you can filter your visitors and only see the recordings of customers who match specific business scenarios. By optimizing your customer's progress through your funnels you can guarantee better e-commerce conversion rates, increased sales and see a much higher return on your investment.


These new tools are available for free, right now, to all our subscribers, and require no additional setup or installation. In this post we'll show you how to use them, and give you some real life business scenarios that will help you improve your e-commerce conversion rate.

If you can define it, you can find it

To make the most of this new tool, we recommend you use the following short, three-step method:

1. Decide what you want to see

This could be customers who sign up for a newsletter, start a free trial, arrange for a callback, attempt to buy a product or download a whitepaper.

2. Define the process

You can define a funnel or business process with any number of possible parameters. Where your customers came from, what pages they visited, what links they clicked on, and if they successfully converted. If you want to get more specific, you can even define your funnels by customers who hovered over a button or link but DIDN'T click on it, differentiate between quick customers and those who took a while to checkout, and even between your higher paying customers and your lower paying ones!

3. Search for customers

Finally, select the filters that define your process in our new Search section, run the search, save it for repeat use or set up personalized email alerts. If you're searching for a more advanced processes or funnels based on visitor hovers or clicks, you'll need to mark these occurences as Events in your site.


That's it! Now you can quickly and easily search for customers that dropped out at each individual step in the process, and watch a video of their actual browsing session to find out why they left the funnel. You can filter the data further by demographics, browser, language, location or even fold height. Find out if your customers are facing browser compatibility issues, language issues or just plain usability issues and see how to increase your e-commerce conversion rate.

The Search in Action - Using it on

Here is a real-life example that shows you how easy it is to use our Search and Alerts. We're going to show you how we added value to our own website. Following our own methodology, first we decided we wanted to look for lost customers who started to convert but never completed the process. We defined the funnel as follows:

  1. Customers who came to our home page
  2. Went on to our pricing page
  3. Chose a plan and clicked the sign up button
  4. But did not complete the sign up form
  5. And did not contact us afterwards

Then we marked two links on our site as Events. First we marked the "sign up" button in the pricing page, and then the "submit" button at the end of the sign up form. Finally we ran a search with the following filters:


The whole process took less than 5 minutes from start to finish, and has already provided us with invaluable data. To learn about what we found and the changes we made to our site, you will have to wait for a future blog post...

But wait, there's more!

To cap it all off, we're also releasing our new Alerts into public beta. These are custom email notifications that let you know when a visitor's actions meet one of your pre-defined search criteria. These can be particularly useful if you've created a search for visitors who encounter JavaScript errors, customers unable to access a checkout page or any other time-critical events. These new Search and Alerts are available to all our subscribers, even on our Free Plan*. However, advanced filtering based on tagged Events are only available on our Paid Plans. Free customers will need to upgrade their account before they can tag Events.

We believe our new Search and Alerts, as well as our visual heatmaps, behavioral analytics and full video playback make Clicktale the perfect complement to your traditional web analytics suite. Sign up today and start learning how to optimize your website based on your customers' actual behavior. Start increasing your e-commerce conversion rate with Clicktale's funnel optimization tool, minimizing your site abandonment, and maximizing your profits.

*Terms and services have changed since the publication of this article.

Talk to us to explore how customer experience analytics can improve your business