Steven Macdonald first heard of Qualaroo through the Neil Patel’s Quicksprout blog and shortly thereafter saw it in action on the Moz website. Macdonald is an advisor at KingsPoint, an agency based in Norway that works with global brands like SuperOffice and nameOn helping them to increase the conversion rates of their websites.
KingsPoint’s approach to conversion rate optimization (CRO) is based on their understanding that there really isn’t any one-size-fits-all optimization plan. Macdonald explains, “What may work for me, might not work for you—conversion rate optimization is about understanding your customers and continuously improving the user experience.” He continues, “If you really want to increase conversion rates you need feedback from your customers.”
In order to obtain this customer feedback and help make the user experience better, they implemented Qualaroo.
In addition to Qualaroo, they have implemented CrazyEgg heat maps on product pages, resource pages, and checkout pages and used Visual Website Optimizer for split testing.
Macdonald says they were pleasantly surprised by how easy the Qualaroo startup process was. He explains, “Within 2 to 3 hours we were collecting valuable customer feedback.”
They use Qualaroo to ask questions like:
Except for their checkout pages, they wait until visitors have browsed at least two pages before asking for feedback.
Macdonald says that without Qualaroo they would still be unaware of the problem, which they’re now working to fix, and for good reason—he claims that “based on conversion rates for both Firefox (12%) and Internet Explorer (9%), if we can convert just as many users with Safari then fixing this problem could be worth approximately $60,000 this year.”
After seeing how valuable this direct feedback has been in improving the user experience, they have chosen to implement Qualaroo on several websites and in several languages.