The post’s premise was that every website consists, at its core, of different processes. These processes are groups of pages that were designed to achieve a common goal (e.g. information, conversion, search results, advertising, payment and many more). It is for that reason, that “Process Level Feedback” is the best approach to understand how your website is performing and what you can do to get better results from it.

As promised, we wanted to follow up with a post on the importance of using multiple feedback forms (one per process); giving some examples of how each feedback form should be customized to fit process it is in. This basic best-practice advice is without a doubt the best way to implement Kampyle on your website, and is sure to make a real difference for your site.

Timing and placement are crucial when trying to supply and find information – this especially true for website feedback. It doesn’t really make sense to ask someone who is looking for a product in your product search pages, how he feels about your shopping cart pages, or your home page. Why would your customer want to submit feedback on a process he is not currently in, and possibly hasn’t even visited yet?

In other words: a feedback form should match the process it is in, and be as relevant as possible to the place and time in the users’ experience.

One of Kampyle’s most powerful features is the ability to use a different, customized feedback form for each process on your site. This ability allows you, the website owners, to get the kind of feedback that you are interested in, when and where you want it.

As mentioned in our previous post, typical eCommerce websites will usually have 3 main processes:

- General Pages (homepage, About Us section, Services pages etc…)

- Product Search / Product Catalog (search pages, search results, product categories etc..)

- Check Out (shopping carts etc…)

The goals of each process are different, which means that the topics you will want to ask your users about are different. Why would the feedback forms be the same?

In this example, the way to maximize benefit from Kampyle would be to create 3 feedback forms, each addressing 1 process, and displayed in all the process’s pages.

The General Pages form will need to address issues about the visitors’ initial impression of the site, missing information etc., and will be able to give you insights on how to improve the general experience on your site and reduce bounce rates. The feedback form in the General Pages might therefore require categories of a general nature (Site Content, , Suggestion etc…) with sub-categories such as “missing information”, “Unclear content”, “Not what I’m looking for”, “suggestions” etc…

The Product Search / Product Catalog form will help you to understand how and why you are losing customers: is it something about your products, your product catalog (product’s information), or is it something about your users that you didn’t realize just from raw analytics data? Examples of categories that can bring the average ecommerce website good results are “Products” (Brands, Product Availability, issues characterizing your products) “Search Issues” (couldn’t find a product, bad search results, advanced search options, missing categories etc…), “Prices” (too high? Not available? Not clear?).

The Check Out form will help you win back customers who were on the verge of making a purchase but decided otherwise. You will be able to learn, for instance, why they decided to abort the purchase in the last minute and discover how to prevent this in the future. That is why you might want to use categories such as “Payment” (accepted payment methods, couldn’t complete payment?), Registration (couldn’t register, don’t want to register?), “Prices” (too high? Not available? Not clear?), “Shipping” (shipping destinations? shipping procedures?), “Security” (security concerns? Privacy concerns?).

Not every website has the same processes of course, and not all websites are ecommerce websites. All of the above are merely a suggestion – each site has its own special needs, specialties and processes. That is the reason that to get the best and most valuable feedback, you need to use different, customized feedback forms suited to your own line of business, activities and interests. Your feedback forms determine the feedback that you will get!

We will follow up on this post with recommendations and best practice business flows for how to read and manage process level feedback in the Kampyle’s Advanced Reporting interface.

We’re happy to announce that Kampyle was recently chosen by ReadWriteWeb.com as one of the Top 100 Real-Time web Companies.

ReadWriteWeb is a blog that provides analysis of web products and trends. One of the world’s top 20 blogs, it is one the most widely read and respected blogs in the world. Their list was published as part of the lead-up to the ReadWrite Real-Time Web Summit, which took place on October 15^th 2009 in Mountain View California.

Kampyle is proud to have been chosen as one of the Top 100 Real-Time Web Companies. We are grateful to all of our users who keep benefiting from the power of their customers’ feedback, and who are responsible for Kampyle’s success. This reinforces our commitment to keep working hard at being the best Feedback Analytics service available on the web today!

We are proud to announce today that we are strengthening our presence in the Japanese market with the launch of the Kampyle website in Japanese (www.kampyle.jp). The launch of the new Japanese Kampyle website is the fruit of our new partnership with Yokohama-based company Infinet Inc., who will be offering local sales and support services in Japanese.

Kampyle has been available for Japanese websites (as well as websites from other countries) for a long time, offering a translated feedback form in Japanese as well as the ability to translate and create customized feedback forms in Japanese. And indeed, we’ve had the privilege of providing Feedback Analytics Services to tens of thousands of customers from 191 countries and in 60 languages. But having identified Japan as a particularly strategic market, we’re committed to growing our business activities there.

Our new partners in Japan – Infinet Inc. has been offering Japanese websites with Web Analytics Consultation services for over 10 years, making it an established company that knows and understands the Japanese market better than anyone out there. Infinet CEO, Tomokazu Tabata:”We are excited to announce the partnership with Kampyle because it allows us to offer the best solution to our Japanese customers. When it comes to offering a clever, reliable business solution, Kampyle is beyond compare.”

We are happy to take this opportunity to invite Japanese customers to visit Kampyle.jp today, and start improving their site, service and customer satisfaction today with Kampyle Feedback Analytics.

Click here to read Kampyle’s Press Release on the launch of Kampyle.jp in partnership with Infinet.

We have just published a great new case study with SurfStitch.com – one of our customers in Australia.

SurfStitch is Australia’s #1 online surf store and aims to be the first name in action sports fashion and accessories, by providing the best brands, biggest range and second to none customer service.

SurfStitch joined Kampyle because they wanted to listen to their customers and … “give them what they really wanted and not what we think they like.”

They chose Kampyle because its Process-level approach seemed to best suit their objective of using customer feedback to improve every aspect of the website and its services.

Kampyle has allowed SurfStitch to make substantial improvements in various aspects: from usability, through Catalogue content, buying and customer service. Lex Pedersen, managing director: “our ability to understand our users has been greatly improved…It’s like having a 5 minute meeting with 100 customers every morning!”

SurfStitch enjoy a return rate 75% lower than their competitors. They attribute this advantage to providing great customer service and listening intently to user opinions and suggestions – with Kampyle being a major part of this effort.

Kampyle is proud to a part of SurfStitch’s success – keep up the great work guys!

Click here to read the full case study.

“If you can’t describe what you are doing as a process, you don’t know what you’re doing.”

W. Edwards Deming

What is a process? A process is a part of the website that was created with a specific target in mind. It usually includes many pages working together for a common goal.

Every site has processes: registration, searching items, purchasing, shipping and more.

Every site has goals: selling goods, registering users, generate leads, share information, etc.

Your website’s success will always be measured by the extent to which your processes achieve their required goals. That’s why Process Level Feedback is the right approach, if you want to understand how your website is performing and what you can do to get better results.

Typical ecommerce websites will usually have 3 main processes:

Public pages

This section will usually include the open, informational areas of the site. These pages serve the purpose of quickly and efficiently advertise what you sell while inspiring trust and interest, and providing important information clients look for. The homepage, the About Us section or Services pages are example of Public pages.

Product Search / Product Catalog

Product search pages are all the pages involved in helping your clients find the product they are looking for.

Shopping Cart / Check Out

The Check Out process includes all the pages that serve the purpose of allowing clients to make a purchase (shopping cart, etc…).

Take shopping carts for example: everyone wants to reduce shopping cart abandonment. Getting feedback on a specific page in the shopping cart or check out process is agreat way to learn how to  improve that page. But what if the page is only part of the problem? What if your customers feel that the entire process is too long, too slow, or unclear? You need a holistic view of shopping cart feedback; a view that goes beyond the individual page.

Kampyle is the only service that provides Process Level Feedback, conveniently piecing it together for you to give the widest possible picture, i.e. a holistic view of your entire website.

Kampyle’s solution is simple – create multiple feedback forms and customize them with categories and sub categories that fit the process they are in. Your users will find the most relevant topics to provide their feedback in the quickest way possible, while you will get the information on what really matters to you and your site. You can then choose to filter the whole management application to show you data coming from each feedback form separately.

We will follow up on this post with more on the importance of using multiple feedback forms (one per process), giving some examples of how each feedback form should be customized to fit process it is in, followed by a post on getting Process Level Feedback from the Advanced Reporting interface.

See you then!

Kampyle’s User Integration feature integrates with your system to automatically recognize your logged-in users, and allow you to receive contact details for every feedback submitted, without asking for it again. You already have the contact information of your logged in users. Why ask them for it again when they provide feedback? User Integration makes life easier for users and website owners alike.

Here is how it works:

A simple implementation procedure allows Kampyle to automatically recognize your website’s logged-in users. When they submit feedback (while logged-in), Kampyle will attach their contact details to their feedback, without them having to enter them again in the feedback form. For the users, it’s just like submitting any other feedback, only faster. For you, the website owner, it significantly increases your ability to get back to your users, increase customer satisfaction, loyalty and ultimately improve your website.

This feature was created especially for websites member’s areas or other types of login systems and it can make a real difference for your website.

User Integration is available for Bronze users and higher. Click here to Upgrade!

You can read more about Kampyle’s User Integration feature and its implementation on our forum post on the subject.

This week Kampyle has added a feature that is a great example of how user feedback can help to improve your site and service: we have received feedback from our customers, we acted on it, and we are now better for it!

You may have found yourself in a situation in which you have received feedback whose relevance and importance you wish to emphasize or point out to someone else in your company. But what if that person doesn’t regularly access Kampyle? This may happen, for instance, when a bug is reported by a customer, and it would be great if a specific person in your development team could see it.

Until now there have been several ways of dealing with this such as exporting to excel or taking a screen shot of the feedback. But this week Kampyle has released a new tool that makes this much easier, quicker and simpler: feedback forwarding.

It is exactly what it sounds: when you encounter a feedback item in your feedback inbox that you would like someone else to see, you can simply forward it to him! Just click on the “Forward” link at the bottom of the feedback item box (or mark several items and click on the “Forward” button at the top of the page), write the recipient’s email address (and your comments) and send it like a regular email. It’s that simple, that fast, and that useful!

This new feature is available to the Bronze package users and higher.

We’d like to thank our customers who have contributed to this new feature, and take the opportunity to invite all of you to Get Feedback and Get Better!

The new Google analytics Integration service has been up for weeks and we received some great feedback – our customers love it! But our experience with feedback is such that we know that there is always room for improvement. That’s why Kampyle has already added some new functionalities to the service that make it even easier to understand WHAT your users are doing on your site (using Google Analytics data) and WHY they do it (using Kampyle’s Feedback Analytics data).

Here are some of the latest additions to the Google Analytics Integration feature in Kampyle…

Alerts: let the information come to you!

Kampyle’s alerts are notifications based on data originating from Google Analytics and Kampyle. The alerts were especially conceived by Kampyle to highlight potentially important information. Kampyle’s alerts can save you valuable time by bringing issues to your attention early, and in a clear, user friendly way. The Alerts page in the Google Analytics section allows you to view all alerts received so far, with the ability to drill down to the addition, you’ll be able to assess the impact of each reported level of individual feedback items to which each alert refers. In event by comparing it to the Visitors and Feedback Timeline chart, which shows the amount of visitors and feedback items received on your site over time.

Geographic Distribution: optimize your site and products for international users!

The Geographic Distribution page displays important information by combining geographic user data from Google Analytics with geographic feedback data from Kampyle. The page contains 3 charts: Feedback Conversion by Country, Geographic Distribution Details and Geographic Users Analysis.

- Feedback Conversion by Country: This map chart highlights the relation between the number of visitors on site and the amount of feedback submitted (feedback conversion). Areas in which the highest percentage of visitors submitted feedback (high conversion) are marked in darker colors, and vice-versa. Using this map chart, you’ll be able to quickly pinpoint issues of a regional nature (e.g. related to languages or localized browser settings) by checking why users from a certain country are submitting large amounts of feedback.

- Geographic Distribution Details: using this table, you can drill down and investigate further into the possible issues raised in the Feedback Conversion by Country map chart, and learn what users from each countries do on your website, as well as why they do it. The table lists all of your site visitors’ countries, alongside relevant information from Google Analytics (visits and bounce rate) and Kampyle (average grade, number of feedback items, most reported feedback). You can also view feedback items submitted by users in each country by clicking on the “Show Details” link to the right of each country row.

- Geographic Users Analysis: On this chart, countries are not highlighted, but positioned in relation to other countries and their amount of visitors and feedback items. By incorporating geographic user data from Google Analytics with user data from Kampyle, this chart provides a quick characterization of the activity of users from each country on your site. Through this comparative chart, you can get a more interpreted version of the data. For instance: countries from which your site has received many visitors as well as a lot of feedback will be found in the “high market relevance” quadrant. Countries from which your site has received less visitors, but large amounts of feedback will be found in the “high involvement” quadrant.

Visitor Loyalty: Learn what to do to keep loyal users and win new ones!

The Visitor Loyalty page provides information about site users at different “loyalty” levels. This is done by displaying the user loyalty information from Google Analytics (the number of times users have returned to the site), and combining it with feedback information about each group of users. For instance, in this section you can find out which was the most reported feedback among first time users, and compare it to the feedback provided by user who have returned multiple time to the site. The Visitor Loyalty page features the Feedback by Visitor Loyalty chart which displays the distribution of reported feedback items between New and Returning users, as well as which feedback categories were reported by each. In the Visitor Loyalty Details table below, you can drill down each loyalty group and find insights into the feedback submitted by users in each group. The table lists valuable information from Google Analytics (Visits Count and Total visits) and Kampyle (average feedback grade, number of feedback items, most reported feedback), and also allows you to drill down to the level of individual feedback items.

Top Landing / Exit Pages: learn what people say about your Exit and Landing Pages!

these 2 new pages (Top Exit Pages, and Top Landing Pages) use Google Analytics’ data about a site’s top exit and landing pages, combined with Kampyle feedback data to provide insights into these pages’ performance. With the feedback that characterizes your website’s top landing and exit pages, and a better understanding of your users’ behavior, you will be able to greatly enhance these pages’ performance. The data is displayed in 2 parts. The Entrances/Exits and Feedback Timeline chart uses Google Analytics data to display the number of entrances or exits to or from the site, and the amount of feedback received on these pages is displayed alongside it. Below the chart, the Top Entrances/Exit Pages Details tables list more information on each page, and allow you to drill down to the level of individual feedback items submitted on these pages.

There are more integration features with Google that we will be rolling out in the very near future, on top of the exciting features that we have already released. We will make sure to provide more detailed information about other integration services and new features in the coming weeks, so stay tuned for updates!

We’ve recently published a great case study thanks to the guys at Rent-a-home.com.au.

Rent-A-Home, a website that specializes in holiday accommodation for short term or long stay across Australia, have recently completed a major redesign of their website, and have since been striving to improve customer experience and conversions with various analytics tools. They implemented Kampyle’s website feedback solution on all of its pages with the aim of allowing their users to submit feedback in any section of the site.

The results came in immediately – Justin Butterworth, Managing Director: “Our customers are telling us they are happier with the site and it’s showing in our conversion rates. We spend less time explaining how to use the site and more time actually serving customers and transacting… Kampyle, we love it.”

In addition Rent-A-Home received thousands of feedback items a month. Grading among users has gradually improved by 30% in a few months.

So congratulations to Rent-A-Home for their successful redesign and great use of Kampyle!

Click here to read the full case study.

The benefits of web-analytics have been demonstrated far and wide, and the many millions of sites using Google Analytics speak for themselves. But the more evident the importance of Web-Analytics was, the more apparent it became that while knowing what your users did on your website is very important, knowing WHY they did it is what you need in order to understand your clients, and increase sales and revenues. This can only be achieved with the combination of feedback data and Web-Analytics, turning the information to actionable analytics.

Kampyle’s Integration with Google Analytics was designed to create an actionable, intelligent combination between 2 data sources that meet at specific, crucial intersections. These points of contact are shown in a simple, intuitive interface inside Kampyle’s Feedback Analytics section.

Using Kampyle’s Google Analytics integration, you can now:

- Benefit from Kampyle’s smart alerts, highlighting important information based on integrated data such as declines in traffic and/or feedback submission.

- Quickly indentify regional issues, by showing the countries where the most customer feedback was reported in comparison to general traffic.

- Quickly find out what the average grade and most reported issues were for the top landing and exit pages of your website.

….and much more!

Getting this crucial information is now possible using Kampyle’s Google Analytics Integration. Kampyle’s Google Analytics Integration solves the challenges associated with web analytics, while providing the only website feedback solution fully integrated with Google Analytics’ API.

You can start enjoying the benefits of Kampyle’s Google Analytics Integration today: no additional implementations or installations are necessary!

The Google Analytics integration feature is available for Silver service packages and higher. Click here to see it now, or here to upgrade!

Click here to register on Kampyle.

(P.S.)

We’ve only just released it, and there is already an important buzz around this new feature! Here are some of the things written about it on the web:

- “Q&A: Ariel Finkelstein on Kampyle and the future of analytics” (Econsultancy)

- “Customer Feedback Tool Integrates Google Analytics Data” (MediaPost)

- “Kampyle Adds User Feedback To Google Analytics (CEO Interview)” (VCCafe)

- “Kampyle offers reasons consumers abandon shopping carts” (BizReport)