It can be challenging to identify why visitors abandon your website. You can split test and even have screen recordings of visitors. But at the end of the day, it would be nice if they would just tell you on their way out why they are bailing.
If you already use live chat, you can get a lot of valuable insights by reviewing charts and looking for trends. From there, you can implement changes based on what you see directly mentioned by visitors.
At HelpFlow.com, we’ve run millions of chats over the past 6 years. Although our core service is to provide 24/7 live chat and customer service teams to stores, a big part of the value we provide is distilling what we see in the chats into actionable improvements clients can make.
In this post, I will share common issues we see flagged by visitors in chats. These may spark ideas for you to improve on your site, or inspire you to dive deeper into your own chat transcripts to see inside the minds of your visitors.
Let’s get into it…
Search and Filter Confusion
If your store has more than a few products, you are probably already leveraging search functionality and filter style navigation.
We often see confusion with visitors on how to properly use navigation filters or even advanced search functionality.
They default to browsing around the page visually trying to find what they’re looking for, and ultimately abandoning.
By chatting with visitors as they search for products, we typically start to see patterns of the most important filters that visitors need that may be missing or not emphasized enough.
By seeing these patterns in chats, our clients are able to modify their search and filtering functionality to better align with what visitors need. This results in a much higher success rate for all visitors using the search and filters, not just the chat visitors we help.
Product Difference Confusion
If you have multiple products in a related category, sometimes it can be difficult for visitors to understand the difference. For example, we have a client that sells gaming headsets. They have around five different models priced between $100 and $500+ and visually they look the same.
The client designed the category page to showcase the different specifications of the products, with the assumption of visitors would generally know why these differences matter.
Through chatting with visitors, we realized their use case for the headsets as they related to the specifications were much more relevant than the specifications themselves. For example, someone playing a high-intensity action game prefers the headset with very different specifications than someone playing a more thought-provoking long term strategy game.
We developed an internal conversation flow that chat agents used to make product recommendations. Over time, we perfected this product recommendation methodology and suggested that the client redesign the category page using insight from these chats. This resulted in a massive decrease in abandons from this category and an increase in revenue.
Lack of Confidence
In some cases, visitors want to know precisely when the product is going to be delivered. Also, if you are in a competitive market, having a customer-focused easy return policy is important.
Although you may have this information communicated on the website, it’s likely that some visitors are not seeing it when they need to. By monitoring the types of chats that ask these questions along with where in the purchase flow the questions are asked, you can narrow down where you need to emphasize this information on the website.
This results in an overall conversion lift because visitors that would not have asked for this information on chat will see it clearly at precisely the time that they think of it.
Leverage Live Chat
You are probably already using live chat, and if you’re not you should be. By organizing the chats and periodically reviewing them, you can get a lot of insights you can use to improve the overall conversion of your site.
If you’re curious how a 24/7 live chat team can significantly decrease abandons while providing an awesome visitor experience, schedule a Strategy Call and I’ll be happy to discuss.
Jon Tucker is CEO of HelpFlow, a provider of 24/7 live chat and customer service teams for 100+ eCommerce stores. Launched in 2015, their team of agents has produced nearly $100M in chat revenue for a wide range of stores using a conversion-focused approach to live chat.
Your Store Needs a 24/7 Live Chat Team
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.