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1、WAIT,COME BACK!Understand and Address Ecommerce Site AbandonmentHow gathering real-time customer feedback can boost conversions.By Korrin B2 out of 54 out of 51 out of 5IntroductionSite Abandonment Doesnt Have to Be InevitableA potential customer visits your website.Without adding anything to their

2、cart,filling out your newsletter signup,or taking another action,they close your tab in their browser.Did they leave because they experienced a glitch on your website?Were they unable to find the product information they needed?Was it hard to navigate your site on mobile?If you never ask,you could m

3、iss opportunities to make improvements and capture loyal customersa crucial step when more than 70%of those who leave never return.1This whitepaper explores the importance of evaluating the causes behind site abandonment.With case studies and actionable strategies,this report shows why its vital to

4、learn directly from prospective customers and target investments accordingly.Real-time feedback is crucial for addressing site bouncers.Tools like the Bizrate Insights Site Abandonment Survey help gather actionable data.1https:/ and Address Ecommerce Site A|Site Abandonment vs.Cart AbandonmentSite a

5、bandonment occurs when a visitor leaves your website without taking an action.Its often overlooked in favor of cart abandonment,where customers have added items to their shopping cart but dont complete a transaction.Ecommerce brands tend to focus on cart abandonment because its the final stage of th

6、e purchasing process where they hope to make the sale.However,site abandonment can happen at any point in the customer journey.Paying closer attention to why customers leave your site can unveil issues that drive them away,preventing them from reaching checkout in the first place.Site Abandonment Re

7、covery:Marketing strategies to re-engage visitors to your site who did not take an action.Site Intercept:Methods for collecting onsite,real-time feedback from customers based on specified actions.Page Abandonment:A more focused look at site abandonment to decipher if a particular page on your websit

8、e experiences higher abandonment rates.Visitor Recovery:Multi-channel,targeted messaging to buyers throughout your conversion funnel to encourage re-engagement.Abandoned Browse:Another term used interchangeably to describe site abandonment.Exit-Intent Technology:Software that tracks and monitors vis

9、itor movements to detect moments when theyre going to leave your site so you can present pop-up messages to encourage re-engagement.Checkout Abandonment:A step beyond cart abandonment,where customers begin filling out information for the checkout process but do not complete the transaction.Visitor R

10、etention:Ability of a website to engage and maintain visitors,prompting them to return.Form Abandonment:A specific focus on whether visitors abandon forms before leaving your site,such as an email sign-up.Industry Terminology for Site AbandonmentUnderstand and Address Ecommerce Site A|of visitors ne

11、ver add items to cart.85%Business Impact of Site Abandonment:Address It Early and OftenOn average,B2C companies spend up to nearly 12%of their revenue on marketing.2 From paid sales and marketing staff to social media campaigns and pay-per-click advertising,getting prospective customers to your ecom

12、merce site isnt cheap.Yet,85%of visitors never add an item to their cart,and as little as 1%may complete a transaction.3 Unaddressed site abandonment has a large impact on overall conversion rates.Without understanding the customer experience and how it leads to abandoned browsing sessions,ecommerce

13、 sites lose revenue opportunities while being hit with higher customer acquisition costs.Thats a ton of untapped potential.On the other hand,broader insights into user experience issues can influence your brand perception and long-term customer value.Instituting strategies to recapture lost opportun

14、ities earlier in the customer journey allows for a greater return on investment.Research has found that for every$1 million in turnover,companies can lift sales 3.3%simply by sending a browse recovery email when shoppers leave the site.42https:/www.sba.gov/blog/how-get-most-your-marketing-budget3htt

15、ps:/ visitors complete transactions.1%OnlyUnderstand and Address Ecommerce Site A|Navigation and Search Difficulties Customers find it difficult to locate products of interest due to poor website organization.Shoppers use your sites search bar,but it doesnt produce the expected results.Your site doe

16、snt have a search function or its hard to find.Poor Information or Presentation Your website doesnt have a consistent brand aesthetic or lacks a polished look.Key information is not easy to find or scan when browsing products.Product information is missing from pages.Price Visibility Issues Shoppers

17、 have to take extra steps like going to the checkout screen to see what shipping costs.There is a lack of clarity around which items are included in a promotion or are on sale.Customers must search for key information.Slow Page Load Times Improperly sized images bog down your website,making it slow

18、to load.Parts of your site dont fully load or show a broken image icon.Site load times make it difficult to compare product pages to make a purchasing decision.Trust and Security Concerns Your website has outdated security certificates,prompting alerts from browsers or antivirus apps.Expected and tr

19、usted payment options are not available.Typos or other formatting issues make your site appear unsafe or compromised.Not Optimized for Mobile Images,text,and other features appear too small on mobile devices.Navigation requires clunky left-to-right scrolling and complicated dropdowns.Pop-ups appear

20、too large on mobile screens,making it hard to continue browsing.Spot the Common Causes of Site AbandonmentThere are several reasons why shoppers may leave your site without making a purchase.While these causes are common,theyre also preventable.Understand and Address Ecommerce Site A|Questions to gu

21、ide your site navigation assessment:Do you have a prominent search bar to easily find products?Are products categorized intuitively and in a way that allows the user to choose how they shop?For example,can a clothing store filter by size,color,or item type?Does your site have intrusive pop-ups that

22、disrupt the user experience?Employ Strategies to Reduce Site AbandonmentBizrate Insights research revealed that 85%of website abandoners who encounter technical difficulties,site usability problems,or payment issues,want the retailer to contact them to complete their order.An abandoned browse is an

23、opportunity to deepen connection with customers through employing strategies that improve their shopping experience.Improve Site NavigationGood site navigation requires ongoing improvement.Gather customer feedback to address friction as it occurs.When making any large changes to your ecommerce site,

24、tap outside sources to perform user testing to get objective feedback on site design,functionality,and usability.People less familiar with your site will always spot things you cant.Understand and Address Ecommerce Site A|Questions to guide your site performance assessment:How long does your site ta

25、ke to load on desktop and mobile?What are your sites load times for specific product pages?Is your site mobile optimized for easy navigation?Optimize Site PerformanceFor every second delay in a websites loading time,theres a 12%conversion reduction.5 If your site is not fast and mobile-optimized,you

26、re not meeting customers needs for immediacy and on-the-go shopping.This is particularly important,as 90%of Americans own a smartphone,with 15%accessing the internet solely through their phones.65https:/ and Address Ecommerce Site A|Enhance Digital DisplaysData from Bizrate Insights Site Abandonment

27、 Survey showed that 31%of shoppers used checkout just to calculate the total cost of their purchase.Dont make customers jump through hoops to find the information they need.Provide product information in visually appealing ways throughout the customer journey to inspire conversions.Size:Select for p

28、riceSMLXLXXLQuestions to guide your digital displays assessment:Have you included shipping costs and timing information early in the buying process?Are your promotions clear,including highlighting any exclusions on specific product pages and time limits for using promo codes?Is your product availabi

29、lity displayed on the product page,with real-time updates to inventory so stock levels are accurate?Are product images clear and inviting?Can you zoom in for a close-up?Are there enough details on product pages so customers can quickly see material,color options,sizing,and other key information to m

30、ake a decision?Understand and Address Ecommerce Site A|Questions to guide your consumer trust assessment:Does our site certificate display as valid and our connection as secure in different internet browsers?Do we offer trusted,encrypted payment options?Where can we highlight reviews and other user-

31、generated content to inspire trust?Is it easy to find our contact information and customer support services?Build Consumer TrustIt takes visitors to your site a mere 50 milliseconds to form an opinion about your page.7 To make a good first impression,display trust signals,such as security logos,so c

32、ustomers know their information is secure.Incorporate social proof so browsers see that peers already trust your site,such as noting how many customers bought your product in the last 24 hours.7https:/ and Address Ecommerce Site A|Case Study of Effective Site Abandonment Solutions in ActionTo build

33、brand loyalty for its online shop,Lehmans Hardware Store redesigned its ecommerce site with dynamic content and relevant products based on search history.It also employed targeted search engine and social media campaigns.Site traffic increased,but conversions did not visitors were abandoning the sit

34、e.Lehmans used Bizrate Insights Site Abandonment Solution to quickly collect feedback from people leaving the site to decipher purchasing roadblocks.The solution proved easier and faster than the Google Analytics and multivariate A/B testing the company had previously used.The result?When surveyed c

35、ustomers were asked,“What would have enticed you to make a purchase today?”53%of site abandoners chose free shipping.Lehmans shipping costs had been tiered from$10 to$50+based on the orders size and weight.The digital marketing team used this feedback to run a month-long free shipping promotion on p

36、urchases over$99.Within two weeks,Lehmans saw a 12%lift in overall conversion rate and a 5%increase in average order value.Download the Guideincreased average order value5%Understand and Address Ecommerce Site A|increased conversion rate12%Reduce Site Abandonment With Bizrate Insights SolutionsGiven

37、 how crucial site abandonment is to ecommerce performance,Bizrate Insights now includes its Site Abandonment Solution with all plan tiers.Its a powerful tool with potential to turn“window”shoppers into long-term,loyal customers.The solution comes with key features,each geared to better understand an

38、d re-engage potential customers as they leave your site:TrueExitTM Technology:Prompts desktop shoppers about to exit your site with a pop-up.Uses metrics such as time on site and scroll percentage to trigger surveys on mobile.Real-Time Notifications:Provides feedback alerts from customers who have b

39、ounced so you can reach out quickly and save the sale.Opt-In Marketing List Growth:Helps expand your email subscriber base by capturing potential customers at the point of exit.VitalSigns Reporting:Offers analysis of survey data and presents actionable insights on metrics such as overall satisfactio

40、n,likelihood to visit again,point of abandonment,visit intent,customer comment tones,visit frequency,and device distribution.Net Promoter Score(NPS):Compares NPS of customers who complete purchases and those who abandon your site for a unique perspective on your brand perception.With these easy-to-u

41、se,quick-to-employ tools,your ecommerce brand can quickly identify whether any of the common causes of site abandonment are impacting your customers,such as slow load times,navigation difficulties,or mobile optimization.With that knowledge,you can then prioritize solutions like improving site perfor

42、mance or building customer trust.Understand and Address Ecommerce Site A|ConclusionLeverage Voice-of-Customer Solutions to Identify and Address Site Abandonment CausesUnexamined and unaddressed site abandonment issues can lead to lost revenue,higher customer acquisition costs,and negative brand perc

43、eption.The best way to learn why customers are leaving your site without taking an action is to ask them.Tools that give you real-time data and center the customer voice can highlight the challenges site abandoners may be facing,such as:Site navigation hurdles Slow page loads times Trust and securit

44、y concerns Missing product informationA simple solution like Bizrate Insights can help you identify these pain points so you can improve conversion rates and elevate the customer |We Can HelpGet More Insights With Our Customer Feedback SolutionLearn more about your customers and their preferences by

45、 adding Bizrate Insights ADA-compliant voice-of-customer(VoC)solutions.Our surveys collect detailed user feedback and ratings from verified shoppers at zero cost to the merchant.With our robust data analysis,comments and ratings collected from your customers are automatically formulated into KPIs that can be benchmarked and tracked over time giving a 360-degree assessment of your performance.Take your ecommerce strategy to the next level and get all the tools you need to build a best-in-class customer experience.Take a quick walkthrough of the Online Buyer Survey with a member of our team