15 Free & Paid Visual Analytics Solutions To Boost Revenues

Understand Your Customer Experience:

Do you really understand how and where your visitors interact with different screens on your website or app? Usability studies are often used for this purpose but people change their behaviour when they know they are being observed (Hawthorne effect)  and these are not genuine user-initiated visits.

Visual analytics solutions can provide this insight as they allow you to watch real customers browse your site without their knowledge. You can generate heatmaps of where they move their mouse or click on areas of your site that are not clickable. They can measure your
conversion funnel so that you know where the big drop-off points in your user journey are. Form analytics tell you which fields in your sign-up form cause your visitors most problems and those that they completely miss.

These tools, such as Decibel Insight and Click Tale for websites, are essential for effective website optimisation. New providers have also recently entered the market (e.g. Hotjar)  and are offering budget priced solutions targeting small and medium sized
organisations.

You can get the Hotjar  Pro account  or CrazyEgg free for 3 months if you go to Toole.oi. For native apps there are also the likes of Appsee and UXcam to understand your mobile user experience.

Solutions For Native Mobile Apps:

1. Appsee: Mobile app analytics platform that records user sessions, touch heatmaps, crash recordings, conversion funnels and provides in-app analytics reporting.  Appsee captures screen taps, swipes and action using an SDK integrated into your app.

Advanced filters allow you to find the most interesting recordings to understand what makes users abandon registration or how loyal users interact with your app. You can control the ratio of recorded users and choose to record specific users based on the screen
they visit, their demographics, OS version and more.

Offers two plans, with a 14 day Free trial on the Premium plan. No prices displayed on their website.

image Appsee.com homepage

 

2. Flightrecorder (Now part of Click Tale): A mobile app analytics platform which provides screen recordings of user actions, touch heatmaps, crash reports and app analytics reporting.

The tool records touches, user location, location accuracy, notifications, battery state and level, network status, device orientation, language, time zone, device notifications, crashes
and more.

No pricing information as the solution is now Click Tale for Apps.

Image of Clicktale.com for apps page

 

3. UXCam: A mobile app analytics tool which automatically captures screen recordings, and touch interactions on your app to provide heatmaps and identify user drop-off points.

Offers two plans. Up to 20,000 monthly user sessions for $59 a month and up to 100,000 sessions for $249 a month.

 

image of UXcam.com homepage

Solutions For Websites:

1. ClickTale: One of the most established providers, Click Tale offers a full suite of visual analytics solutions, including heatmaps (mouse moves, clicks, attention, scroll reach & link analytics), session playback recordings, real-time monitor, conversion funnels, and form analytics, Plus with the acquisition of Flightrecorder it now has full app analytics reporting as well.

For websites the advanced filtering feature allows you to search for recordings of specific scenarios or events and segment your heatmaps (e.g.by new and returning visitors).

The page console provides you with in-page web analytics about
any individual page including engagement time, time on the page, page views, the bounce rate and lots more. Site reports can also be generated to show pages by load speed, engagement, clicks, scroll reach and errors. It is capable of integrating with A/B testing tools such as Maxymiser to allow you to compare visitor behaviour between test variants.

No pricing information is displayed on their site, but the cost is mainly based on page views. Data is saved for 30 or 60 days.

image of Clicktale.com homepage

 

2. ConvTiger: A new session recording tool that focuses on observing how your visitors browse and navigate around your site.

Price: A Free basic plan offers up to 50 recordings for a single website. The Standard plan costs €19 a month for up to 500 recordings on a single website and stores data for 14 days. For a more comprehensive offering the Premium plan costs €79 a month for up to 5,000 recordings, covers 3 websites and stores data for 30 days. The Platinum plan at €229 provides up to 20,000 recordings over up to 10 websites and stores data for 90 days. An enterprise plan is also available on request.

Image of convertiger.com homepage

3. Crazy Egg: Primarily a heatmap tool that shows clicks, mouse movements, and scroll maps. The overlay tool shows you the number of clicks on each element on the page and Confetti displays every click on a page segmented by source of traffic. It is able to handle multiple domains, iFrames and flash objects.

All plans are Free for the first 30 days, but if you to to Toole.io you can get 3 months free. The Basic plan costs just $9 a month for up to 10,000 visits a month, 10 active pages and daily reports. The Standard plan which is priced at $19 a month goes up to 25,000 visits per month and 20 active pages. Pro, their most comprehensive plan costs $99 a month and offers up to 250,000 visits per month, up to 100 active pages, hourly reporting, advanced filtering, mobile heatmaps and multiple users.

image of crazyegg.com homepage

4. Decibel Insight:  An enterprise tool with a full suite of solutions
including dynamic heatmaps (clicks, attention, scroll, time and attribution), session recordings, form analytics, advanced segmentation, and email alerts.

Attribution heatmaps enable you to map interactions to content, and monitor clicks, goals and revenue. The time heatmaps allows analysis of visitor behaviour during your sites busiest time to spot and target the dead time.

The session recordings accurately records dynamic content  interaction, drop-downs, responsive sites, carousels & forms. Decibel Insight also offers a mobile solution, and integrates with web analytics, voice of the customer and A/B testing tools.

There is a choice of either a Free plan or an Enterprise plan. The Free plan goes up to 5,000 page views per month and offers starter heatmaps, session recordings, date and device filtering and
pre-built channels. Sessions recordings are kept for just 7 days and data is retained for 1 month.

The Enterprise plan is negotiable and allows for over 250,000 page views per month. It offers all of the above and customisable channels, advanced segmentation, inbound campaign tracking, advanced heatmaps, form analytics, JavaScript error reports and
behavioural alerts. Data is saved for 12 months and session   recordings 45+ days.

 

image of decibelinsight.com homepage

5. Hotjar: A  recent start up that offers standard heatmaps, form analytics, session replays, conversion funnels, surveys, feedback polls and recruits user testers. For websites that are fairly simple
and don’t have many pages this is an ideal tool which I use extensively for the websites that I manage.

It does support cross-domain sites, but not single page applications which are on its product roadmap. A very cost effective tool though and one to monitor as it develops its level of sophistication.

Basic, a Free plan samples up to 2,000 page views per day, 300 session recordings, 3 funnels, up to 1,000 visitors per heatmap and forms, plus 3 polls, surveys and recruiters.

The Pro plan is just €29 per month and samples up to 10,000 page views per day and up to 2,000 heatmaps for each page. Both the Basic and Pro plans save data for 90 days. If you go to Toole.io you can get the Pro account Free for 3 months.

The Business plan is just €89 per month for an unlimited number of websites. The product samples up to 20,000 page views per day per website and up to 10,000 visitors per heatmap. It offers unlimited polls, surveys, recruiters, and saves data for 180 days.

Image of Hotjar.com homepage

 

6. Hoverowl: A heatmap and session recordings provider which supports all devices. Their advanced heat mapping and session recording system tracks and separates reports for each type of device.

14 day Free trial available for all four plans. The Elf Owl plan costs $12 a month and captures up to 3,000 session recordings and heatmap visitors a month. Saves recordings for 30 days.

The Wise Owl plan costs $99 per month and captures 250,000 recordings and heatmap visitors per month. Retains recordings for 60 days.

image of hoverowl.com homepage

 

7. Inspectlet: Offers  heatmaps (mouse movements, clicks and scroll), session recordings, form analytics and conversion funnels.
The session recording feature has advanced filtering capabilities
including new/returning visitors, visit duration and source of traffic. Their JavaScript tagging API enables you to upload any Meta data you want to associate with a user or session. You can use this tag to identify individual users and bring up their recording.

Conversion funnels allow you to define a series of pages that leads towards a goal. Form analytics features a hesitation report which shows how much time on average visitors are hesitating on each input field. The hesitation algorithm tracks a variety of signals that
helps to determine whether a visitor is engaged or hesitating.

Inspectlet has a Free plan for a single website, and up to 100 session recordings a month together with the heatmap suite.  The Micro plan costs $39 per month (up to 5,000 recordings) for a single website and account user.

Accelerate is their more comprehensive plan which is priced at $299 a month (up to 125,000 recordings & 20 websites). This plan allows for multiple account users and provides conversion funnel analytics and in-depth form analytics. They also offer an Enterprise plan for larger organisations.

image of inspectlet.com homepage

 

8. Luckyorange:  Offers a full package including heatmaps (mouse movements, clicks and scrolls), session recordings, conversion funnels, form analytics, live chat and visitor polls.  The dashboard allows you to monitor real-time analytics to see how many people are on your site, compare historical statistics and see what keywords, locations, referrers, tweets, languages and more are driving traffic and behaviour on your site.

The session recordings feature allows you to search by behavioural tags so that you can see for example visitors who abandon their basket or visited a product page but did not check-out. The form analytics provides data on which fields are most often the last abandoned, time to start, time spent on each field, the order visitors
filled out each field and which fields are repeated the most.

7 day Free trial available on the Small plan. The Small plan costs $10 per month and gives you up to 50,000 page view per month across 3 sites and data is stored for 30 days. The X-Large plans is priced at $100 a month for 100,000 page views and 25 sites. All visitors are recorded until the monthly maximum is reached and will not re-start until you either upgrade or the month ends.

Image of Luckyorange.com homepage

9. Mouseflow: A comprehensive tool with heatmaps (move movements, clicks and scrolls), session recordings (including mobile gestures), link analytics, and form analytics. The form analytics lets you watch visitors’ keystrokes and how the form fills as they interact with your site.

Offers a limited Free plan for up to 100 recordings a month for a single website. Subscription plans start with the Small plan for $15 a month. This provides up to 1,000 recorded sessions for one website and a month’s storage of data.

The Extra Large plan costs $299 a month and gives you up to 100,000 recorded sessions for 30 websites and 3 months storage. An enterprise plan is also available for over a million recorded sessions.

Image of Mouseflow.com homepage

10. Sessioncam: A full service tool which offers heatmaps (mouse movements, clicks, scrolls and browser attention), session recordings (including from mobile devices) , conversion
funnels, and form analytics.

You can use their API to feed data recorded in real-time by Sessioncam into your own CRM systems to respond  automatically to targeted events. Sessioncam also integrates with third party solutions such as Google Analytics, Campaign Monitor, Cheetahmail and Olark.

Sessioncam targets organisations with over 500,000 page impressions a month and does not display any pricing on its site. Cost is based upon page impressions.

image sessioncam.com homepage

 

11. TruConversion:  A recently launched solution that now out of beta for the last few months. This offers a comprehensive range of tools including session recordings, heatmaps, user polls and surveys, form analytics, and conversion funnels.

Pricing:  No details available.

Image of Truconversion.com homepage

12. UserReplay: Concentrates on providing session recordings for all your visitors. This allows you to monitor and identify behavioural insights to fix usability, technical and performance problems with
your website. UserReplay is particularly good for helping resolve customer disputes, fraud prevention and abandon basket issues.

No pricing information is displayed on their website.

Image of Userreplay.com homepage

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You can view my full Digital Marketing and Optimization Toolbox here.

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  • About the author:  Neal provides digital optimisation consultancy services and has worked for  brands such as Deezer.comFoxybingo.com, Very.co.uk and partypoker.com.  He identifies areas for improvement using a combination of approaches including web analytics, heuristic analysis, customer journey mapping, usability testing, and Voice of Customer feedback.  By  aligning each stage of the customer journey  with the organisation’s business goals this helps to improve conversion rates and revenues significantly as almost all websites benefit from a review of customer touch points and user journeys.
  • Neal has had articles published on website optimisation on Usabilla.com  and as an ex-research and insight manager on the GreenBook Blog research website.  If you wish to contact Neal please send an email to neal.cole@conversion-uplift.co.uk. You can follow Neal on Twitter @northresearch, see his LinkedIn profile or connect on Facebook.

14 Free & Paid For Address Lookup Solutions To Improve Conversions.

Why Do Address Lookup Solutions Improve Conversion?

Address finders allow customers to lookup and validate address details as they go through a sign-up or checkout process.    This helps to shorten the form and can significantly reduce the time it takes to complete registration or checkout. By allowing your visitors to enter their address more easily, especially on a mobile device, you can often significantly increase your conversion rate. Hotel Chocolat achieved a 19% uplift in each step of their basket funnel following implementation of a smart address finder.

Image of Hotelchocolat.com address lookup in checkout
Source: Hotelchocolat.com

Real-time verification also improves the accuracy of data by correcting typos at source and enhances the effectiveness of your marketing campaigns. This will also reduce delivery problems as it improves the quality of your customer database. Additionally, address verification helps to combat fraud by identifying when bogus information is being entered.

Image of Sky TV promotional email
Source: Sky TV

Call centres can also use the same solutions to capture and validate customer details. Shelving retailer Tufferman  significantly reduced both outsourced call centre costs and shopping cart abandonment on its website. Using PCA Predict’s address lookup and validation solution the call centre was able to cut the time it took to take an order by between 30 to 60 seconds, making a huge cost saving and also  improving the customer experience.

When implementing an address finder check it regularly. I recently came across this address finder on the betfair.com desktop site. When I selected the address from the drop down menu it only populated the first input field and the other fields were left empty. This triggered an error message because the Town and Postcode fields were not populated. This made the address finder pointless and probably reduced their conversion rate as it would annoy visitors.

Image of Betfair.com address finder error message
Image source: Betfair.com

14 Address Verification Solutions:

1.  Streetlayer:  – New Solution – An international address data analysis, verification and auto-complete solution. Maintain high quality customer data by analysing, validating and formatting international addresses in real-time.

The solution offers a simple and secure API using an easy to integrate GET URL structure. It offers full address verification, auto-complete with post code filtering, geocode look-up, reverse validation and standard address formatting.

Image of Streetlayer.com homepage

 

2. Address doctor from InformaticaVerifies addresses from
over 240 countries. The Fast Completion service will verify an address as a visitor enters each part of it and will auto-complete with the best match. This is ideal for organisations that need to validate information quickly, such as online retailers.

image of informatica address verification homepage

 

3. AFDSoftware: Offers a UK postcode lookup product and a global address finder solution covering 230 countries. AFDWorldAddress
validates international addresses on desktop, network or internet.

Image of AFD.co.uk homepage

4. CapAdresseA French company that will verify addresses in 192 countries. It offers solutions for entering an address in a single line or multiple fields and uses real-time validation to improve data quality.

image of capadresse.com homepage

5. CraftyClicks: A UK and Global address look-up solution that uses the visitor’s post code in the UK to provide a list of addresses for the user to select from. Also offers a Geocoding API to calculate distance between any two postcodes in the UK. Updated from the Royal Mail PAF database.  The global solution allows visitors to enter either their zip code or street name to provide a list of possible addresses.

Image of Craftyclicks.co.uk homepage

6. Data8: A global provider that offers a comprehensive range of data validation, cleansing, supply, and management solutions. Data8‘s  shopping cart web services includes auto-fill validation, address, phone, and email validation.

For web forms and checkout Data8 has two solutions; PredictiveAddress which uses predictive search technology to auto-complete addresses, and for the UK, PostcodeLookup, which retrieves addresses from the Royal Mail’s Poscode Address File (PAF).  Data8 also integrates with leading shopping cart solutions including Magento, Opencart and Prestashop.

 

Image of Data-8-co.uk validation page

7. Google: A free auto-complete address lookup solution for forms from Google Developers.  You must include the Powered by Google logo when displaying any returns from the lookup tool. If you only require an address and have no other verification needs this
solution is worth checking out as it’s free! However, the solution is not recommended for the UK as Google are unable to use the Royal Mail’s database. 

 Image of Google autocomplete address finder homepage

8.  Matchcode: Provides UK and global postal address, email address, mobile and landline telephone number validation. Covers over 240 countries and includes commercial, names and geo-coding datasets. Software is easy to use, install and integrate across all major platforms and applications.

 Image of Matchcodeglobal.com homepage

9. Melissa Data: Their API parses, standardizes and validates U.S. and international addresses for over 240 countries and territories. The solution puts addresses in the standardised mailing format for each country and supports any UTF8 language. The tool will also add missing components, including post codes, region etc.

The Express Entry solution uses type-ahead search functionality that makes it easy to enter and complete accurate addresses with up to 50% fewer keystrokes. It works on both U.S. and international addresses.

Real-time email inbox verification removes up to 95% of bad emails and ID verification will add missing address, email ad phone information.

 Image of Melissadata.com homepage

10. PCAPredict (Previously PostCodeAnywhere): The Capture+ is a global smart address finder which suggests results as soon as the user begins typing.  Features a single click auto-fill for the whole address form and works in over 240 countries, correctly formatting international addresses.  Other solutions include mobile number validation, email validation, store finder, Geocoding and payment
validation.

 

image of PCApredict.com address lookup and validation homepage

11. Postcoder: Offers solutions for address lookup, auto-complete, validation, geocoding, IP address to location and email validation in over 240 countries.

Image of Postcoder homepage

12. Postcodes4u: A pay-as-you-go UK postcode and address finder service. Over 15 years of being a Royal Mail re-seller and updated from the Royal Mail’s Postcode Address File (PAF) of over 28 million addresses.

Image of postcodes4u.co.uk homepage

 

13. SimplyPostCode: A UK address lookup solution that uses the visitor’s post code to provide a list of addresses for the visitor to select from.  Updated daily from the Royal Mail  PAF database.

image of simplypostcode.com homepage

 

14. Smartystreets.com: This is a global address look-up solution which performs look-ups in real-time to fill out missing information and standardise addresses.  It offers an autocomplete service so that it can suggest addresses as the user types. It can also find and verify addresses out of arbitrary text.

Image of Smartystreets.com homepage

Conclusion:

Address finders and verification tools are win-win solutions as you will improve the usability and conversion of your forms. At the same time you will also benefit from better quality customer contact data for your marketing activities. Not to have an address verification and look-up solution is definitely a false economy.

Thank you reading my post. If you found this useful please share with the social media icons on the page.

 

You can view my full Digital Marketing and Optimization Toolbox here.

To browse links to all my posts on one page please click here.

  • About the author:  Neal provides digital optimisation consultancy services and has worked for  brands such as Deezer.comFoxybingo.com, Very.co.uk and partypoker.com.  He identifies areas for improvement using a combination of approaches including web analytics, heuristic analysis, customer journey mapping, usability testing, and Voice of Customer feedback.
  • Neal has had articles published on website optimisation on Usabilla.com  and as an ex-research and insight manager on the GreenBook Blog research website.  If you wish to contact Neal please send an email to neal.cole@outlook.com. You can follow Neal on Twitter @northresearch, see his LinkedIn profile or connect on Facebook.

How To Improve Conversion Using Onboarding Platforms.

 

Top Onboarding Platforms To Increase Conversions

Research by the Nielsen Norman Group indicates that most visitors will take just 10 to 12 seconds to decide whether to exit a webpage if it doesn’t sufficiently engage them. Users know that websites are of highly variable quality and are ruthlessly looking to abandon the dross as soon as they can. So if there is any room for confusion over what the next step in the user journey might be you can be sure this will adversely affect your conversion rate.

Why not try improve the onboarding process by giving visitors assistance with navigation guidance or tutorials? Why leave it to chance that users will understand how to use a new feature or know what the next step in the sign-up process is. Give them some help and improve your conversion rate by using one or more of the  following customer onboarding tools.

10 Onboarding Tools To Improve Engagement & Revenues:

1. Appcues: Serves tooltip-style messages/action to provide a product tour to ensure visitors understand how to navigate or get the most out of feature. It also offers a full-screen ‘Welcome page’, a slide-out and in-app alert. You can inform your customers of new features using bold messaging with a video, gif or coach marks to engage visitors to try out your new enhancement. In addition, Appcues allows you to segment visitors using intelligent targeting so that you can show the right experience to the appropriate user at the best time to improve conversion.

image of appcues.com onboarding software

Pricing: Plans start from $99 a month for up to 1,000 monthly
active users (MAUs) who are defined as visitors who sign-in to your platform in any given month. The ‘Growth’ plan starts from $699 a month for up to 20,000 MAU’s and there is a ‘Custom’ plan for large enterprises which offers unlimited MAU’s.

 

2. Autosend: This is a brilliant tool for setting up automated personalised behavioural and transactional communications with your customers via email, text or in-app messages. This kind of lifecycle messaging is a proven means to re-engage existing customers to inform them about new features or promotions
that are relevant to them. Autosend also supports real-time segmentation to allow messaging based upon their activity on your website, products of interest and other metrics or actions that you track (e.g. transactions or high value customers).

The tool integrates with many popular solutions to allow you to
create relevant filters for your customer segments and also offers A/B testing capabilities. The dashboard enables you to configure up-sell, down-sells and other messaging types to reduce churn and increase revenues.

image of how autsend.io works

Pricing: Plans start from $50 a month for up to 500 active users and 500 SMS messages. The ‘Pro’ plan costs $600 a month for up to 30,000 active users and 30,000 SMS messages a month. There is also a free plan for 50 messaged users and 25 SMS texts.

 

3. Intercom.oi: Offers an extensive range of onboarding solutions
from live chat, targeted email and in-app messages, gathering of customer feedback and providing customer support inside your web or mobile app, and by email. The platform provides real-time analytics of what is happening on your site and allows you to segment visitors to deliver targeted messaging when they return to your site or app (e.g. inform them about a new release or promotion).

image of intercom.io onboarding solutions

 

Pricing: All single solutions (e.g. Live Chat) start from $49 a
month and an additional product can be added from $4 a month.

 

4. Iridize:  This tool monitors and analyses browsing behaviour
to serve prominent and relevant messaging to assist user navigation when likely to be most effective on your website. You can set rule-based messaging, including timers, triggers and conditions for your messaging to improve their relevance. Segment messages for specific groups or even individuals based upon rules and visitor activity on your website.

In addition the tool allows you to A/B test messages, text, design and timing to understand what works best. You can also sync across devices to ensure users can continue a user journey from where they left off. Free Net Promoter Score (NPS) also available.

image of iridize.com homepage

Pricing: A free plan is available for up to 100 users and simple tooltips. The ‘Professional’ plan has a free trial period for you to try out the solution and agree a price with Iridize. The is also an enterprise ‘Customized’ plan for large organisation.

 

5.  HelloBar: Free tool which displays a visible bar that sits at
the top of a web page to draw the web visitors’  attention. HelloBar acts as a primary website call-to-action. You
can include HelloBar on one page, several pages, or across your entire website.

image of hallobar.com homepage

6. Mytips: Offers on screen tool-tip style messaging triggered by user actions or other criteria that you wish to use (e.g. location
or page viewed) to ensure highly targeted and relevant engagement with your visitors. It also provides help messages with hints and tips across your product to provide on-demand contextual help for your customers. You can guide first time visitors with automatically launched tutorials and introduce visitors to new features to improve usage and revenues.

image mytips.co/ visual builder

Pricing: Plans begin from $59 a month for ‘Startup’ which is for up to 1,000 monthly active users (MAUs), ‘Growth’ goes up to 5,000 active MAUs and ‘Business’ extends to 10,000 MAUs. ‘Let’s Talk’ is the enterprise plan with unlimited MAUs. All plans offer a 14 day free trial period.

 

7. Payboard: Uses automated content A/B testing to learn which  user journeys deliver the most value to your business and
serves navigation recommendations via “boosters” to guide visitors to those pages with the highest conversion rate. Boosters serve intelligent and personalised navigation recommendations to each user to improve engagement and increase conversion for your specific business goals.

image payboard.com homepage

Pricing: Plan are divided into either self-service or full-service. Full-service means that Payboard’s experts approve boosters and tune the design of your boosters for maximum clicks and conversion. After a month you can switch from a full-service plan to a self-service plan once Payboard have set everything up for you. The
self-service plans range from $10 a month for up to 1,000 page views (Small plan)  to $90 for up to 1 million page views (Large). All self-service plans come with a 30 day free trial.

The full-service plans begin with the ‘Starter’ at $90 for up to 10,000 page views, ‘Standard’ at $270 for up to 100,000 page views and ‘Premium’ at $810 for up to 1 million page views.

 

8. TourMyApp: Serves in-app guided tours to help users’ complete tasks in your web application. It serves a ‘getting started’ tour when they log in for the first time and highlights advanced or unused features when appropriate.  Allows you to create fully interactive
tours, where the tour can progress as the user completes specific tasks, such as clicking a button or entering some text.

It supports tours that run across a number of pages and can manage dynamically loading elements and AJAX pages. It even tracks who has seen a tour so that a user will not be shown it more than once. Analytics allow you to monitor how users interact with the tours and identify which steps result in users abandoning the tour and how
often a tour is run.

image of tourmyapp.com homepage

Pricing: ‘Start’ plan costs $24 a month for up to 1,000 tour runs a month and the ‘Achiever’ plan costs $250 a month for up to 50,000 tour runs. The ‘Enterprise’ plan gives you over 50,000 tour runs. All plans come with a 30 day free trial period.

 

9. Tutorialize: This serves tooltip-style messages/actions on your website and allows you to highlight key elements of a page whilst the rest of the content is greyed out. It is great for introducing visitors to a new feature or nudging customers towards the next step in a user journey.

Pricing: All plans offer a 100% full featured 20-day free trial.
Plans start from $14 per month for up to 4,000 tutorial plays and go up to $59 a month for unlimited tutorial plays.

 

image

 

Pricing: All plans offer a 100% full featured 20-day free trial. Plans start from $14 per month for up to 4,000 tutorial plays and go up to $59 a month for unlimited tutorial plays.

 

10. Walkme: A visitor guidance and engagement platform which displays a tab adjacent to the next recommended navigation call
to action. This encourages self-service, accelerates training and software adoption, improves conversion, reduces customer service costs and improve the customer experience. It can also be used to train employees to use online CRM and marketing tools to boost their productivity.

image of walkme.com homepage

Pricing: A basic free plan overs 3 walk-thrus, up to 5 steps per walk-thru and 300 assists per month. The ‘Custom’ plan offers unlimited walk-thrus and assists, with multiple support options and multiple domains. Contact Walkme for a quote.

 

These are great solutions to help improve conversion and worth signing up for a free trial if you can. Thank you for reading my post and if you found it useful please feel free to share using the social media icons below.

You can view my full Digital Marketing and Optimization Toolbox here.

To browse links to all my posts on one page please click here.

  • About the author:  Neal provides digital optimisation consultancy services and has worked for  brands such as Deezer.comFoxybingo.com, Very.co.uk and partypoker.com.  He identifies areas for improvement using a combination of approaches including web analytics, heuristic analysis, customer journey mapping, usability testing, and Voice of Customer feedback.  By  aligning each stage of the customer journey  with the organisation’s business goals this helps to improve conversion rates and revenues significantly as almost all websites benefit from a review of customer touch points and user journeys.
  • Neal has had articles published on website optimisation on Usabilla.com  and as an ex-research and insight manager on the GreenBook Blog research website.  If you wish to contact Neal please send an email to neal.cole@outlook.com. You can follow Neal on Twitter @northresearch and view his LinkedIn profile.

Does ‘MarComs’ Signal The Death of Marketing?

Marketing is a Discipline!

 

In a recent podcastRory Sutherland, Vice Chairman of advertising  group Ogilvy and Mather UK,   expressed the view that the second client marketing departments are “reduced to ‘MarComs’ marketing is almost lost”. So why do organisations think marketing is solely about communications?

Marketing communications is of course a fundamental element of the marketing mix, but marketing is a discipline and a way of thinking. Communications should be an integral element of the four P’s, not a separate silo.  Turning marketing into MarComs inevitably changes the relationship between areas that were once part of the marketing department.

They establish their own priorities and see communications as a service rather than part of the same discipline. This risks turning marketing into a process rather than a creative discipline. Once this happens MarComs is in danger of becoming a factory that churns out content that follows the set templates and adheres to the brand guidelines but is unlikely to take risks or inspire customers.

Creativity is at the heart of the marketing discipline and it should be applied across all areas of the function to have maximum impact. A fragmented marketing function also encourages a tactical  approach to marketing as MarComs  have to respond to what product, pricing and the sales channels decide to do, often with little planning or discussion beforehand.

 

Can Behavioural Economics Save Marketing?

 

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Rory also mentioned how behavioural economics (BE) has the potential to allow creative people, like marketers and market researchers, to expand their reach into other areas of influence. It won’t solve the organisational problems of marketing,  but BE can provide a valuable framework and language to create strategies for behavioural change. This would involve coming up with ideas for better choice architecture or nudges to influence the decisions people make.  Marketers could be well suited to this role because it requires a creative and analytical approach to problem solving.

Neither is this about persuading people to do things they don’t want to do or selling them unsuitable products. If we do that we have failed as marketers and people soon get wise to such unethical behaviour. It would not be sustainable either as companies would not want to risk damaging their brand’s reputation. No, this about understanding how and why people the choices they make, but not just limiting ourselves to marketing products and services.

Humans do not seek a perfect solution:

One of the most fundamental insights that BE gives us is that people seek to satisfy rather than maximise as we live in world of imperfect information and trust. Our goal with most decisions is to avoid a disaster rather than seeking a perfect solution. If this is the case then it should not be a surprise that messages often used in promotional material that refers to an “ideal” or “perfect” solution to “fully” meet your needs misses the mark?

 

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Habit Formation:

Evolution has slowly created and shaped human decision making processes and so our cognitive machinery is little changed from when we first formed early civilised societies many thousands of years ago. As a result we still rely on many of the same strategies for determining who we should buy from and what to do in new and uncertain situations. This explains why people so often refer to their social networks to identify people who they can trust.

This approach is highly unlikely to lead to a disaster as long as the person selling the goods or services is aware that they could lose significant social capital if they sell something that is unfit for purpose. If, however, it leads to a satisfactory outcomes we may create a habit as we have learned to trust the person or brand concerned. Much of what traditional marketing refers to as brand loyalty is in fact habits. The insight here is that marketing is most likely to be effective when it focuses on habit formation or piggy-backs off an existing habit. Disrupting a habit is more important than the message.

 

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Brands:

Brands are also framed by how people interact with them and the stories they tell each other about their experiences. Trust is strongest when we learn through experience and the actions of the brand that they can deliver on their promises. The key relationships with a brand are the interactions between customers and employees. These define the brand relationship much more strongly than any advertising or social media campaign ever can.

 

“The product creates the experience.

The experience creates the reputation.

The reputation creates the brand.”

Dave Trott, One Plus One Equals Three: A Masterclass in Creative Thinking

 

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Emotions:

The context of our decisions and our underling emotions are also crucial to our decisions.  We are much more willing to spend money and pay a premium price when we are searching for a last minute Christmas present that we promised to buy for our partner or children. We hate the feeling of regret and will seek to avoid it if we can. This is partly why scarcity is such a powerful motivator as people don’t like to feel they missed out on a bargain (i.e. loss aversion) because they were too slow to get to make a decision.

 

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As a result communications that triggers an emotional response are often more effective at getting attention and influencing behaviour than a purely rational message.

“Showing personality in your app, website, or brand can be a very powerful way for your audience to identify and empathize with you. People want to connect with real people and too often we forget that businesses are just collections of people.” – Aarron Walter, Teamtreehouse.com

Other useful insights from behavioural economics include:

  • We feel most comfortable when our behaviour conforms to recognised social norms relating to concepts such as fairness and social responsibility.
  • Humans are not the selfish, independent thinking agents that economics would have us believe. We will often hold back from behaviour that we believes treats others unfairly or lacks respect for others.
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Behavioural Economics Decision Bucket – Factors that influence decision-making.
  • Although people usually have clear explicit goals when making a purchase (e.g. I want a new car), they do not have full access to their psychological goals (e.g. security and adventure) that help drive brand choice. For this reason there is no point using direct questioning to try to uncover these implicit goals. Our preferences also change over time and so consumer demand is continuously shifting in response to many influences.

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Source: Decoded: The Science Behind Why We Buy – Phil Barden

  • Intrinsic motivations, such as mastery and autonomy, can be more powerful at driving our behaviour than carrots and sticks, especially when the activity is not routine. Indeed, research has shown that extrinsic motivators, such as bonuses, often reduce motivation and performance when applied to creative tasks.

As you can imagine these insights can be employed in any environment where behavioural change is needed. This could be to tackle health and safety issues, reduce waste, improve compliance with good working practices, address employee motivation, or improve the effectiveness of communication.

 

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So what next you might say. Well, Ogilvy and Mather, the global advertising and marketing agency, have already created a new business unit, Ogilvy Change, dedicated to the application of behavioural economics to deliver measurable changes in behaviour across a diverse range of environments. I recently attended the monthly London Behavioural Economics Network meeting where the team from Ogilvy Change  discussed work they had conducted on behavioural change in a factory in South America for improving hygiene and the psychological optimising of a call centre in the UK.  From small beginnings the team at Ogilvy Change are now working with a number of global businesses to press forward the application of behavioural science in the real world and maybe it is time we did the same.

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  • About the author:  Neal provides digital optimisation consultancy services and has worked with brands such as Deezer.comFoxybingo.com, Very.co.uk and partypoker.com.  He identifies areas for improvement using a combination of approaches including web analytics, heuristic analysis, customer journey mapping, usability testing, and Voice of Customer feedback. The objective is to ensure the aim of each webpage is aligned with the organisation’s business goals. This helps to improve conversion rates and revenues significantly as almost all websites benefit from a review of customer touch points and user journeys.
  • Neal has had articles published on website optimisation on Usabilla.com  and as an ex-research and insight manager on the GreenBook Blog research website.  If you wish to contact Neal please send an email to neal.cole@outlook.com. You can follow Neal on Twitter @northresearch and view his LinkedIn profile.

How To Do Usability Testing To Improve Conversions

Why Should You Do Usability Testing?

To create a relatively pain free user experience on any website
or app it is essential that you carry out some usability research of your user interface. Sure, you can ask a few people around the office to check out your new site, but it is also important to get  feedback from users who do not work in ecommerce  and are not connected to your business.

Psychology tells us that as we concentrate on a task or project we are prone to see what we expect to see because our visual cortex unconsciously takes the decision to filter out things that it regards as less important to achieving a task.  This is why we often miss the most obvious mistakes if we proof read our own work.

We also get too close to our pet projects and as a result  we overvalue the things we create, which if often called the IKEA effect.  As a result we are not the best people to evaluate websites that we helped to create. Anyone connected to your business may also suffer from some of the same biases or may just not want to hurt your feelings.

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Testing is not about proving or disproving something works or not. It is about informing decisions and giving you insights into how users interact with your website. If you need a definitive answer then you really should be conducting an A/B test. As I pointed out in another post on whether usability research is reflecting real behaviour all research is subject to bias and limitations.

When Should You test?

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The earlier you do some usability testing the better as this will allow you to respond to user feedback at each step in the development and design process. Wire frames, prototypes or even drawings can be tested to give you useful feedback before you move onto finished designs.    Don’t use focus groups as usability research needs to deal with one user at a time. Otherwise people can get distracted by what other people are doing and you also need to give them your full attention.  It is important that you observe and listen to users and avoid asking questions as people will over-think their behaviour if asked to explain it.

How Should You Test?

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Steve Krug has written an awesome book, Don’t Make Me Think: A Common Sense Approach to Web Usability (Voices That Matter), which I highly recommend you read. He advocates doing your own usability research if you can. Undoubtedly this is a great idea if you have the time and the equipment.  If you have no or very little budget you might as well do this as even one user test is better than none.

However, there are also some affordable online services available, some of which are free. The benefit here is that they can manage all the admin and recruitment for you, plus conduct the usability testing and if required do the analysis. All you have to do is agree the brief. I would still recommend you get videos of your usability tests as you will often learn more from watching people browse your site than from reading a report. A video brings it to life in a way a report cannot.

One other advantage is that such suppliers offer a range of solutions including remote usability testing, card sorting for developing your navigation, tree testing to evaluate how easy it is find content on a site and eye-tracking to identify where on page attention is drawn to.  Such suppliers can also use their expertise to advise you on how to best design a usability study.

Who Should You Recruit?

 

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Some solutions  offer you the ability to serve pop-ups on your site to recruit your own visitors to complete specific tasks. You can then share screens using Skype or other web meeting tools to observe how successful they are at achieving the set task.  Alternatively many suppliers offer the option to recruit testers who match your user demographics.

Don’t get too obsessed though with matching your target audience as usability testing is about understanding how people in general interact with your site. Setting very strict recruitment criteria will just increases the cost and time needed to conduct the testing without adding much value to the outcome.

12 Usability  Solutions: 

 

1. Feedback Army: Simple, inexpensive usability testing for your website. You can begin usability testing your site in two minutes. Submit questions about your site and receive 10 responses from their reviewers. This costs just $40.

Image of Feedbackarmy.com

2. Loop11: Online usability testing with your first project free (up to 5 tasks and 2 questions). Covers over 40 languages, provides heatmaps and clickstream analysis, real-time reporting, and you can
test on mobile devices.

Pricing:Free usability test is available for new customers. Pay as you go costs $350 per project. All plans include 1,000 participants per project, unlimited tasks and questions, testing on mobile, real-time results and 24/7 email support.

The Micro plan costs $158 a month and is designed for  organisations with between 1 and 10 employees, plus for non-profits and public sector clients. The SMB plan costs $410 per month and is for 11 to 100 employees. The Enterprise plan is priced at $825 per month.

 

image of Loop11.com homepage

 

3. Try My UI: Remote user testing which provides videos of visitors undertaking set tasks on your website. You also get written answers to questions you set. Get your first test for Free – normally costs $35.

Pricing: The Personal  plan charges $35 per test credit. A desktop test requires 1 credit, whilst a mobile test costs 2 credits. Includes up to 20 minutes of video and audio feedback, written responses to custom survey questions and the ability to analyse your results with tagged, time stamped annotations.

The Team plan costs $299 per month. This gives you 10 credits per month, testing with your own users for one month, multi-user login, collaborative video annotation, crowd sourced key insights with the UXCrowd, UX diagnostics and the ability to download your video results and test data.

The Enterprise plan is not priced on the website. However, this
includes 100 test credits per month, unlimited testing with your own users, extended 30-minute length for test results and one-click report generation integrated with video playback.

Image of TrymyUI.com homepage

4. UsabilityHub: UsabilityHub have a great selection of simple but effective usability solutions. You can obtain first impressions of your mock-ups and designs, see where visitors want to click or discover how easy visitors find it to navigate your website.

Simply upload an image, and select the type of test you’d like
to run. You can choose from:

  1. Five Second Test to understand people’s first impressions of
    your design.
  2. Click Test to find out where they click and how they interact
    with your interface
  3. Navigation flow test to identify how visitors navigate around your
    website or applications.
  4. Question Test – allows you to conduct fast surveys by uploading an image and asking users questions about the design.

You can then decide how many people you want to be in the test or even recruit your own testers. UsabilityHub then create a report showing a detailed breakdown of the interactions each tester had with your design.

Pricing: Responses from testers you recruit are free. Testers recruited by UsabilityHub cost 1 credit each and responses from
testers of specific demographics cost 3 credits each.

The Free Community plan allows you to create unlimited
tests, with responses from your own users being free and buy responses from UsabilityHub from $1 each.

The UsabilityHub Pro plan costs $99 a month and allows you to
buy responses at 50% off all credit purchases, starting at just 50 cents per response.  Create unlimited tests, customize the test experience with messaging and redirection after the test, use a single link for multiple tests in a row and target particular demographics.

image of UsabilityHub.com homepage

 

 

5. Usability Sciences: Established over 25 years ago Usability Sciences offers a full managed service for usability testing, offering a comprehensive range of solutions including card sorting, rapid iterative testing, mobile & tablet user testing and eye-tracking research.

Pricing: No prices shown on the website.

Image of UsabilitySciences.com homepage

 

6. Usability Tools: These guys provide a suite of tools to optimize your website and improve the user experience.  By adding a snippet of JavaScript to your website you can also access a visual analytics tool to view browser recordings of customers interacting with your site. In addition Usability Tools allows you to:

  1. Find  out about the first impressions on your content.
  2. Create scenario-based tasks to reveal improvement opportunities.
  3. Implement surveys to get Voice Of the Customer data.
  4. Build and improve your websites navigation with card sorting.

The Conversion suite provides insights to generate ideas for A/B testing and identify areas for improvement. This includes:

  1. Understand how your visitors see your website.
  2.  Learn how your visitors interact on your web forms.
  3.  See your website from your users’ perspective.

 

Pricing: 14 day Free trial and plan prices available on request.

 

image of UsabilityTools.com homepage

 

7. UserBob: Watch videos of real users talking about what they think as they use your website. UserBob recruits people to visit your website. Set a scenario for the user and specify a task for them to attempt to complete. The user then goes to your website and tries to complete your task. During their visit they record their screen and voice as they think out loud about the experience. You then receive a copy of the video to learn about what users say about your site.

You decide how many users you need, what demographics match your visitors, and how long each one should spend on your website. The test is instantly made available for users to participate and you will normally have a video to review within a few hours.

Pricing: Start at just $10 for First Impressions where 10 users
will spend one minute each on your website. Users will discuss their first impressions of your website, who they think it is for and what you can do on the site. Task Completion costs $20 for 5 users who spend 4 minutes attempting to complete your task. The price of the Custom test is variable. This involves between 1 to 10 users each spending up to 8 minutes with a specific scenario and user task to complete. You may also specify user demographics for Custom
tests.

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8. userlytics: Omni-channel user experience testing. Will supply user testers from their panel or recruit to your specific demographic requirements. Alternatively you can recruit participants using a customisable invitation widget, by posting a link on blogs, websites, twitter, by using TaskRabbit, Mechanical Turk, Craiglist or by using a third party panel provider.

Userlytics allows you to test prototypes, videos, mobile apps,
display ads, search and social behaviour, desktop and web applications, smart-phones and tablets and websites.

Pricing: Starts from $49 per user tester and depends upon the
testing features you require, whether you need respondents recruiting,  demographic needs, session length and reporting requirements.

 Image of Userlytics.com homepage

9. User Testing: Get videos in an hour of real people
speaking their thoughts as they use your website, apps, prototypes and more. Do it yourself or access User Testing’s on-demand panel of over one million users to find an exact match of your target audience.

You can either select your users and write your own tasks or use
the expect research team to complete such tasks as creating and managing tests, long term research road-mapping, moderating tests, annotating videos, analysing videos to identify key findings and creating research presentations.

Pricing: Basic plan starts at $49 per video for the first 10 videos, and then rises to $99 per video. This will provide you with video and
audio of your site or app being used across a full range of devices, 15 minute maximum video length and a storage limit of 25 videos.

The Pro plan offers a Free trial and quote on request. This allows for a maximum video length of 60 minutes, unlimited video storage, screening and video demographic filters, moderated usability testing, competitive benchmarking, user testing with your own customers, highlight reels, customer experience customer experience analytics and for the research team to summarise key findings.

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10. Peek from User Testing: Get a Free 5 minute video of a real person using your site.

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11. UserZoom:  An all-in-one integrated SasS customer and
user experience research and analytical solution. They provide a suite of services including recruiting participants for user tests, and research software for mobile and desktop devices, voice of the customer studies, remote usability testing, UX design tools (e.g. card sorting & tree testing) and an online survey tool. In addition they provide support services from defining a study to analysing the data for you.

Pricing: Annual software subscription starts at £19,000 per year.
All quotes are customised according your individual requirements and dependent upon the number of user accounts and use of premium features (e.g. UserZoom Recorder and mobile testing capabilities).

Image of UserZoom.com homepage

 

12. WhatUsersDo: Videos of users speaking their thoughts
using your website, app or prototype. Participants describe their impressions as they complete agreed tasks and these are recorded together with their screens and mouse movements into online videos. UX experts then analyse and summarise into high, medium or low UX reports.

Support provided includes planning and designing the tasks for
participants to complete. User testers can either be selected from their international panel covering the UK, USA, Germany, France and The Netherlands or you can use on demand third party panels. You may also invite your own customer base with the Private Panel feature.

A managed service offering is available which covers the  WhatUsersDo research platform, instant access to an online panel from over nine countries and UX experts to handle your research and deliver insight reports.

Pricing: Pay as you go starts form just £30 + VAT per user and
includes tag videos, ability to download videos, download clips and PDF reports (including video). Prepaid Test Pack starts from £300 + VAT and provide for more cost effective user testing than the pay as you go plan.

Prepaid plans: All plans include design and scoping support from
UX specialists, expert analysis of results, and account management and email and phone support.

The Starter plan costs £10,000 per year for 50 video test
credits (1 credit = 1 completed video). The Repeat plan costs £20,000 for 100 video credits and the Regular plan is £30,000 per year for 150 video credits. An Enterprise plan is also available with 200 video credits – price available on request.

Image of WhatUsersDo.com homepage

Thank you for reading my post. If you found it useful please share it using the social media buttons on this page.

You can view my full Digital Marketing and Optimization Toolbox here.

  • Neal has had articles published on website optimisation on Usabilla.com  and as an ex-research and insight manager on the GreenBook Blog research website.  If you wish to contact Neal please send an email to neal.cole@conversion-uplift.co.uk. You can follow Neal on Twitter @northresearch, see his LinkedIn profile or connect on Facebook.