How well do you know your web site visitors? What makes them tick? What makes them abandon your shopping cart or simply leave your site, never to return? What if you could read their minds and fix your site based on their thoughts?
Kampyle gives you the next best thing: the ability to take collect what might otherwise be random site feedback, then attach measurement parameters to it so you can quickly and efficiently analyze how your site visitors feel, and respond to their requests or complaints.
In the 90s, web site owners were relatively passive about trying to understand what their site visitors wanted and needed and didn’t actively seek out complaints; even the feedback link often sent email responses into a silent void.
Toward 2005, web analytics became a mainstay of most web sites as they sought to understand their visitors. Traditional analytics tools are quite limited, though. They provide impersonal graphs and charts that represent real people who are visiting and moving through our sites — or leaving. Data about our potential customers was limited to IP, keywords used to find the site, browser used, OS, and the like. Today, it isn’t enough just to know these cursory factoids about your site visitors. With the advent of social media, you must take the time to listen and respond.
When you install Kampyle on your site, your visitor sees an unobtrusive feedback graphic on specific pages of the site, each leading to a unique feedback form for each key feature or process on the site. Kampyle takes into account that every site feature or process creates a different user experience so a single feedback link or button that leads to the same feedback form doesn’t cut it anymore. Site visitors in a shopping cart, for example, will have a vastly different experience than someone conducting a site search.
How Does Kampyle Work?
The process of developing custom forms for each key site feature takes time. A site owner should consider the site experience from the visitor’s point of view and strategize in advance where feedback forms should be placed. Positioning the feedback button on the page of each unique site feature simply requires pasting in a bit of code that Kampyle generates for every feedback form. Multiple feedback forms give you the data you need to quickly drill down to the exact location of a problem or a potential problem on your site. Each form can be customized to have a compatible look and feel with your site.
Once feedback forms are in place, visitors can fill them out easily with just a few clicks. Kampyle then lets you view feedback individually, by timeframe, by site feature or process, and it can push the feedback into your CRM system — including Salesforce — so you can gain a deeper understanding of your site visitors and respond quickly, maintaining a record of your customer interactions. Kampyle can also direct feedback on certain features to the right department or individual within your company to handle an issue.
While Kampyle recommends passive feedback buttons instead of pushing feedback forms on visitors, if someone was unhappy with something on your site and was about to leave mid-process — such as within your shopping cart — you could set a Kampyle feedback form to pop up as they’re leaving to try to glean input from them. Imagine that a customer unhappy with how your shopping cart works can express this in a few clicks as they leave, then you can notify them at a later date when you’ve made site improvements that address their concerns. You might be able to win them back, or at least let them know that somebody listened to them.
The feedback and site analytics provided by Kampyle give you the opportunity to catch issues and problems with your site and potentially identify and fix them before an unhappy site visitor goes to Twitter or Facebook to complain.
Kampyle is compatible with a number of shopping cart systems, making feedback form integration easier. Kampyle feedback analysis in conjunction with web analytics such as Google Analytics (s goog) can take your web-based customer insights to a whole new level. Kampyle also helps you identify your “power visitors” so you can treat them differently than first-time visitors.
Pricing for Kampyle starts at the Express level at $49/month geared toward startups and nonprofits. With this package, you only get one feedback form, one user and 100 feedback items along with basic reporting. The Bronze level for small web sites includes three feedback forms, a single user and 200 feedback items along with encryption and basic reporting for $99/month. Mid-sized sites, especially with e-commerce, will probably want the Silver level for $249/month for five feedback forms, five users, and 500 feedback items as well as advanced reporting and integrations including Google Analytics and Salesforce.com.The next level up is Gold and offers seven feedback forms, 10 users and 1000 feedback items plus the encryption, reporting and integrations for $499/month. All levels come with a 15-day free trial.
When it comes to feedback, it is no longer enough to just read and file. Site visitors expect quick and accessible ways to reach you to let you know how they feel or what they need, and they expect to hear back and get some satisfaction. Kampyle lets you provide higher levels of customer service, hone in on site issues and strengthen relationships with your site visitors.
How do you handle feedback from your site, and how is that working for you?
Related GigaOm Pro content (sub. req.): Report: The Real-Time Enterprise