Ways to Test and Improve Customer User Experience on the Website
Building your website and the user experience can be challenging, especially at first. The product has been released, but engagement rates are much lower than expected. Worse, you have no idea why and require a solution to improve the website’s user experience. To be great, any product, including websites and services, must be tested. This necessitates the collection of performance and user feedback data Here are five suggestions from our clients for improving the user experience of websites and applications.
Present-day feedback and website experience
Customer satisfaction surveys might come to mind as something tedious. Imagine sending out a tedious 20-question survey via mail with multiple-choice options, hoping for a 5% response rate.
It doesn’t need to be this way. Making it simpler for customers to respond is essential for obtaining more feedback. It won’t do to send surveys to clients via mail and ask them to take the time to fill them out.
You’ll get more fruitful results by collecting consumer experience feedback straight from your website “right now.” You can use a survey like this for your NPS.
The consumer can voice their opinion with only one simple click using Usersnap’s feedback widget. The survey questions can be loaded much more quickly in this manner than by putting something in or visiting another website.
The best thing about this in-app feedback strategy is that you don’t need to contact every consumer to identify those who are prepared to complete the entire survey. You can program the questions to open up after the initial questions are answered if you have more questions you’d like clients to respond to. The engagement rate of survey responses is significantly increased by this feature.
More respondents are likely to continue doing a survey if they took the time to click on the rating.
In this approach, you’re taking advantage of their brief moments of spare time to get extra information. You’ll get better feedback response rates as a result, and your clients won’t be as annoyed by your regular survey requests.
There is one consideration you must make, though. Have you ever visited a website that immediately displays a pop-up with a coupon or survey? That pop-up was likely closed by you.
Be that website, not you. Never solicit input from visitors as soon as they land on your website. To begin with, they might not know if they like you or not. Even if they are previously familiar with your company, they are more likely to close the pop-up than to respond.]
Use a private chat window to interact with visitors
Your clients may not always want to visit your website to find solutions. They have an immediate need for them. Naturally, people will seek out someone else to assist them with their issues if they don’t get them right away.
However, selecting quality live chat software alone is insufficient. Quick responses from your staff are necessary to avoid losing customers.
But live chat is available on lots of websites. How can you be distinctive? In terms of client experience, “how” you offer is more important than “what” you offer.
Offering screenshots of conversations with the customer support chatbox will help to differentiate and personalize the customer experience on your website.
One of our coolest clients, Canva, used our solution to enhance customer feedback engagement by 215%. Customers may readily flag graphic flaws with visual feedback, and customer care representatives can do the same. You’ll be able to respond to client inquiries quickly and direct them to browser-specific navigation.
When you help people with such speed and precision, you’re bound to create a great website customer experience.
customer feedback on their use of the website
The reason the NPS rating in the first chapter was so successful was that it took advantage of a time when a certain client was more likely to engage. You can scale up for more feedback as a result.
A similar method can be used to get immediate feedback on articles you’ve posted on your website. According to Gartner’s research, getting feedback right away is more accurate than waiting 24 hours following a particular interaction or experience.
Micro-interactions can even be used to gauge how users react to particular content elements like widgets or advertising. The thumbs up/down rater should be placed next to the material so that you can get the response you require.
Include user-friendly micro-customer feedback surveys in the content you want feedback on.
Keep it straightforward; emojis or a thumbs up/down are also excellent ways to gauge consumer satisfaction.
Get feedback upon exit to detect intent
Not every customer will be pleased with your website. However, you can use those who wish to leave to your advantage to expose your flaws.
When a user is about to leave your website, Usersnap can be configured to detect exit intent and send a feedback pop-up. Their attention is likely to be captured by a spectacular animation, therefore the response rate will provide you a chance to figure out why they left.
Ensure that the feedback form is simple and quick to complete. If not, the client might as well leave now. Create survey questions based on all the reasons why they might have left.
Use the same strategies as in the first chapter. Do not display several questions at once. Show those who have already responded to a question more questions, instead.
Encourage customers with a discount or gift when they complete all the questions on your exit survey. They might ultimately decide to remain.
Use consumer interviews to discover more deeply
Nowadays, success depends on the customer experience. According to Gartner’s data, 89% of business competition is about customer experience.
Companies, meantime, have a shocking lack of awareness of their customers’ experiences. According to a study by Bain & Co., only 8% of users believe that organizations’ customer experiences are excellent.
Avoid joining that group of businesses. To understand more about their experiences, ask your consumers to participate in interviews. It may be necessary to bribe them with a gift or bonus to do this, but it’s worthwhile.
If you don’t know what your clients genuinely need, you can’t build your business to suit those demands. For a firm to advance and comprehend customer intent, collecting high-quality user feedback is essential.