Analytics only tells part of the story. If you have a page with a high exit or bounce rate, you need to know why people are leaving the page. Are people leaving because you don’t have what they’re looking for, or is the messaging or value proposition just not compelling enough for them to keep going forward and making a commitment? Without qualitative insights, you’ll never know. This is where Qualaroo comes in handy.
Analytics Tells You What People Are Doing. Qualaroo Tells You Why!
When a user reaches a specific page, ask them whether they are likely to recommend it to others, and set branching questions according to their response.
When a visitor cannot find what they are looking for, it might be helpful to know what it was they wanted in the first place when they visited your site, if they respond with a “no” to the lead-in question.
Query visitors about their suggestions for reducing bounce rate with an open-ended question (text box) for their free-form feedback.
Once the visitor takes the exit route, you can survey them with a simple question that will let you know if your website, landing page, or article is missing what customers think is important. Here are a couple of question examples.
Asking the right question to the right user at the right time is going to get your real-life insights. Let’s now take a look at how you can put these insights into practice.
With qualitative feedback from visitors, you can identify the features and benefits that matter most to your potential customers. Use this feedback to validate your assumptions and product roadmap.
If your prospective customers are getting turned off by unmet expectations, you need to know what they were looking for in the first place.
If you want to know in which direction to expand your product range or which features customers desire, you can ask them about their expectations from you.
If you feel that your product is lacking certain features that your competitors are offering, you can give your site visitors an opportunity to tell you about them, add those missing features and improve SaaS conversions.
You know not all website visitors are equal, but do you know why they behave differently? With Qualaroo’s advanced targeting, you can pinpoint your on-page surveys to just the visitors you want to learn from.
Want to understand why traffic from Google AdWords or Twitter doesn’t stick around? Simply target your Qualaroo web surveys to only those audiences. Or do you have one channel that has better SaaS conversion rates than others? Ask those visitors what it is that makes your product a great fit for them. In case you’re not sure who to target, read on.
There are several segments that have unique perspectives and insights related to their customer experience.
Recently Churned Customers – Why are customers churning out? Answers will generally fall into a few larger buckets: not using it enough, choosing a competitive alternative, too expensive, etc. Cataloging these reasons for churn, and diagnosing where the largest gaps (read: opportunities) are, is the foundation for creating your churn strategy. Asking them the reason for their decision to abandon the product through free-from or multiple choice questions will help retain more customers.
High LTV Customers –These customers are segmented by having the highest lifetime value. They are clearly valuable for their contributions to revenue. However, they also have a demonstrated willingness to pay for your product, so understanding what the various use cases are can unlock tremendous opportunities. For example, responses to “Please tell us what you are using our product for?” will identify the best points, while a question like “What else do you wish our product would do?” will help come up with features for future versions.
Most Engaged Customers –These engaged users are not necessarily the same as those who pay you the most money. Instead, these users are segmented by their product usage. Understanding which features are valued, and why, is a valuable piece of feedback that you can gather from these engaged users.
Disengaged Customers – These users were at one point convinced that your product held the answers to their problems. Unfortunately, somewhere along the line, they became inactive users. Understanding what their problems are, and how you could potentially solve them, is where your retention strategy gets its meatiest feedback, with questions on the lines of “What is that one thing that we can improve that would make you stay?”
When you know what’s important to your website visitors, you can better address their questions and concerns upfront, resulting in more leads, trials and sales. Qualaroo Nudges are real time, onpage surveys, which is the best way to get those insights, so you can start making the most of your website traffic.
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A look into Twilio’s process for studying customers that empowers teams to deliver products and experiences that are data-proven.
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Great Schools uses Qualaroo for information-gathering as an efficient, effective way to be more successful with their grant money.
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