Web site optimization must start with user tool data analysis

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As a site optimization staff, first of all need to understand the user's use of tools and analysis of the customer's use of the tool data analysis, so as to analyze our communication with customers should pay attention to what issues. So today Rattan design will release a batch of our usual communication tools of the data Analysis table, before providing the datasheet we first understand what is the Web site and user communication tools.

Telephone, SMS, e-mail, even chat tools (let me, QQ, MSN, micro-letter), SNS (microblogging, Facebook) and so on communication tools have filled our daily life communication tools. In this era of multi-channel communication, online shopping service mode is also expanding. In general, telephone, instant chat tools and e-mail are the three most widely used channels.

Although the use of e-mail exchange accounted for less than a year, but consumers use e-mail this way the highest degree of satisfaction, followed by telephone and instant chat tools. 58% of consumers believe that more detailed information can be obtained by email, which may be the reason why e-mail is popular. In addition, the chain service waiting time is to obtain the lowest degree of satisfaction of the option, indicating that the sellers in this regard need to be improved.

Consumer satisfaction with different customer service communication methods

Tel: 80%; Click on the call: 71%; e-mail:82% SMS: 73%; instant chat: 77%; social media: 70%

Mobile phone, instant chat, e-mail, these 3 kinds of data analysis are as follows:

The speed of answering questions (mobile: 75%; even chat: 78%; e-mail:71%)

Customer service staff only (mobile: 75%; even chat: 79%; e-mail:83%)

Service Attitude (Mobile: 82%; even chat: 82%; e-mail:84%)

Response Integrity (Mobile: 76%; even chat: 79%; e-mail:80%)

Customer Service Professionalism (mobile: 80%; even chat: 82%; e-mail:85%)

Chain Service Waiting time (mobile: 59%; even chat: 75%; e-mail:70%)

The first customer service to solve the problem of the possibility (mobile: 68%; even chat: 77%; e-mail:80%)

Social media contacts are growing fast, with the use of the ratio rising from 2% in 2012 to 7%, further increasing in the future. The motivation for this type of communication is noteworthy, and it looks more like an auxiliary function. When we focus on the user experience in the future, it is necessary to make this a part of the site optimization.

Why choose social media to communicate with customer service?

One more channel of communication: 47%

Faster: 44%

Spend a lot of time on it anyway: 43%

Open to better service: 43%

Other: 1%

In the view of the consumers of instant messaging, the customer's understanding of the product and the exchange of real people are the two priorities for the success of the customer service process. The speed of customer response and the efficiency of problem solving are the second. This shows that professionalism and sincerity are more important than quick reactions. In the eyes of consumers, customer service should be able to answer all their questions, the product information is the most important, followed by the consumer's advisory and delivery status, price information ranked fourth. It can be seen that the product of their own understanding is the most important part of customer service.

What questions should customer answer:

Product Details: 63%

Customer Survey: 60%

Delivery Status: 55%

Price Confirmation: 53%

Promotional Information: 49%

Return information: 48%

Products Recommended: 36%

Product Comparison: 32%

Other: 4%

What do we see behind these figures? If your site results in some of the customer's columns consulting you are still looking at landscaping styles and features then your site will lose users.

So how can we improve our site's optimization to meet customer satisfaction after we face the data that is so powerful as a client tool? In fact, it is very simple, through the user to our customer service questions, whether we can directly on the site its functions and pages close to the needs of users, For example: often have customers contact your company what case, what certificate, the basic price of the project. Then we need to reflect on how we use the most concise way to the users often pay attention to the problem to show to the customer, thus reaching the site optimization means. In fact, the site is not a change is to redo, but not stop through the user experience to strengthen the usefulness of the site, so as to achieve fine-tuning purposes. If our system is already unable to withstand the problem of violence, then we need to take the previous data to modify the usefulness of the site.

How to convert the website data into order, this work is not the leadership, not the technology, but the need to constantly analyze users to meet user needs, only the user pull in, the site has the prospect of development!

This article by the Rattan design original article, and according to the real experience adaptation, reprint please add the Source: http://www.tengsj.com