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by Patrick Hathaway on 19th September 2012
Patrick Hathaway is taking over the Koozai blog today to talk about the CRO lessons he learnt at a conference and how they helped him improve sales.
The first conference I ever attended was Distilled’s SearchLove last October. I went along with Peter, my MD, and we were blown away by the content. We were particularly taken with Stephen Pavlovich’s talk on Conversion Rate Optimisation (CRO) and vowed to implement some of these CRO tactics in our forthcoming website redesign. Our previous dealings with CRO had simply been to iterate and successively optimise our lead generation form, but Stephen’s presentation opened our eyes to other opportunities to get more out of existing traffic.
In this post, I am going to show you some of the recommendations that we implemented on our site and share the results generated from each example. We saw some great results from tweaking various elements of the site and these recommendations could be applied to many websites out there for a quick win.
What We Wanted To Optimise
Ideasbynet.com is a B2B lead generation website which delivers enquiries for our sales team to follow up. CRO is not simply about generating more leads, moreover, it is about increasing the amount of times that users perform actions that we wish them to perform. We defined four areas we wished to improve upon:
Increasing Phone Leads
One of the neatest tricks we borrowed from Mr Pavlovich was a call-out alongside the phone number in our header. He claimed that users like to talk to see real people, so instead of using a stock image of a telesales operative you should use someone who actually works for you, and state exactly that. So we did.
Although Stephen claimed a 4-5% uplift in phone leads in his case study, we only saw about 2.5% increase, but an increase nonetheless. And a fair few phone calls where people ask to speak to Carla.
The other thing we did to try and increase phone calls was to add clear Calls To Action (CTAs) on our product pages wherever we reasonably could, and altered our lexicon from sales speak to ‘assistance’ to emphasize the service element. That’s why in the below image you’ll see multiple instances of our phone number.
Improving Product Pages
In another Searchlove talk, one of the key points that Tom Critchlow made during his presentation was the emphasis on improving your page types, making sure that your pages earn their rankings. We started applying this by creating video content and encouraging customer reviews.
We initially produced 50 product videos across our most popular lines, specifically choosing items that lend themselves to video content (seriously, there is only so much you can say about a plastic pen). It was important to us to focus on quality whilst keeping a natural feel, so we kept it in-house and it was basically unscripted. Granted, our effort was nothing compared to the 50,000 videos that Zappos created, but we were pleased with the results.
We have a YouTube-style video CTA at the top right of the page, which then plays in the panel below.
Product pages that we have added video content to have shown a 15% increase in conversions, enough to justify the outlay of producing another batch later this year.
One of the other great benefits of video content is that it can help expedite sales when a customer is unsure. Since we started doing video, I have received several reports from our sales staff that they have got a sale in quicker by showing customers the videos instead of sending samples out. In one instance, a client was asking if our Brite Dock Phone Holders could support an iPad. Rather than simply saying ‘yes’, he could prove it by showing them the video. Sale won.
The other element we brought into our product pages was customer reviews. They have been more difficult to obtain than I would have liked, as our customers tend to instead give us more general testimonials on service, so we often have to go out of our way to ask people to review products for us. However, when they do, they can add a richness to the page that simply cannot be achieved with product copy alone:
I guess it is pretty annoying when you get to the supermarket and you don’t have a pound coin.
Google Analytics Site Search is great for giving you a better idea of user behaviour and customer intent. When we analysed our data, we found that several product groups were coming up a lot more regularly than others:
These are all products that have their own subcategory page. Users are searching for this stuff either because they want it or they can’t find it. We were concerned about the latter, as some users may be exiting the site without actually searching.
On our old site our category pages were arranged as an alphabetical list of subcategory pages. For small categories with only a few subcategories that was fine, as users could easily navigate to subcategories they were looking for. However, for larger categories (and we have some big ones. Yes I’m looking at you Travel & Leisure), this became an incredibly long list, which was difficult to navigate and resulted in certain product groups being buried.
Instead of just an alphabetical list, we also wanted to offer a more focussed set of subcategories, featuring the most popular ones. In addition to our own experience, we used the data from Google Analytics Site Search to help inform these choices.
Some of our important sub-categories were getting buried in the a-z list. This made me sad.
By improving the navigation we managed to reduce the search velocity for these terms and make them more ‘findable’ on the website.
*we also brought USB products into the category heading for ‘Desktop & USB’, which was previously just ‘Desktop’, which may explain the more significant change.
Offering More Trust Signals
As a company that focuses on service above all else, we have never had any trouble getting testimonials from our customers. We wanted to make a bigger feature of these, so decided to feature some of our favourites on our homepage. They were all completely genuine testimonials, and we wanted to highlight the ‘human’ aspect by including real photos of them too.
Actually Jill Hislam preferred an illustration of herself instead of a photo. That is her carrying a small bird above her head…
The ‘Read More’ button allows us to track clicks through In-Page Analytics, which showed an incredible 8.7% of users opting to read more. This is over double the clicks for the second biggest ‘event’ on our homepage.
We were looking to create something unique and personal, that reflected our company values and was a point of difference from our competitors.
Sadly I’ve no real idea if the video has actually increased CRO, but our customers like it and it was a blast to make. The video has actually generated a few leads of its own – some of our customers like it so much they want us to make something similar for them, and we are working on 2 pitches as I type.
CRO is Win-Win
Our overall site conversions have increased from 1.64% to 1.97%, which may not sound like a lot, but actually constitutes a 20% increase in conversion rate (if only I could increase our traffic by that much!). What is great about these improvements is that in addition to increasing lead generation, they also improve customer experience, so it’s a win-win situation. Fortunately for me we were redesigning our site anyway, so I just added them into the build and didn’t really have to justify potential ROI.
I am very pleased with the ROI on the conference tickets however, which have paid for themselves several times over. We went to an SEO conference expecting to hear how we could increase organic site visits, but what we came away with was so much more – hard edged business advice that really stacks up, and is both Panda-proof and Penguin-proof!
In summary, the following CRO recommendations really can help you improve your Conversion Rate:
SearchLove 2012, you’ve got a lot to live up to.
The views expressed in this post are those of the guest author so may not represent those of the Koozai team