Your website is vital to your success with customers, partners, suppliers, prospects, and shareholders. Commerce, service and support, product evaluation and configuration, and tools for justifying ROI are all rapidly shifting to enterprises’ web sites.

CustomerSat™10 Website & E-commerce survey solutions empower the right people in your organization to act immediately to address concerns and opportunities with your website’s:

• Content
• Navigability
• User interface
• Uptime
• Online purchase and delivery options
• Other performance measures critical to the success of your business.

With CustomerSat10 Website & E-commerce survey solutions, your entire website organization – including web operations, content development, marketing, and e-commerce – can share analytics and intelligence and coordinate immediate action.

For example, when website visitors’ responses fall outside of favorable ranges, CustomerSat10 solutions automatically deliver email alerts to the right employees for immediate action or acknowledgement. If desired, CustomerSat10 action management can generate cases from alerts and ensure that they are addressed to the customer’s satisfaction within a designated deadline. CustomerSat10 solutions enable you to accelerate the shift from costly phone-based services to more cost-effective, online self-service, where appropriate.

CustomerSat10 WEBConnect™
Engages Visitors while they are Online

CustomerSat10 Website & E-commerce solutions use WEBConnect™ technology to gather immediate feedback from your online customers and prospects after they:

• Complete visits to your site
• Complete purchase or service transactions
• View designated pages of your site
• Abandon shopping carts

…or at other specified moments during their online visits.

CustomerSat10 solutions using powerful, patent-pending WEBConnect™ technology:

• Let visitors accept or decline survey invitations in a pop-up window with a click of the mouse
• Let you use website registration and other visitor-descriptive data, if available, to analyze survey responses
• Can monitor which sections of your site visitors have visited, and present just the appropriate survey questions for those sections
• Let you control sampling rules to ensure that pop-up windows are minimally intrusive
• Use cookies to ensure that a visitor is never invited to provide feedback more frequently than the number of hours or days that you specify.

CustomerSat10 WEBConnect™ is easy to implement. Simple code is installed on just a few pages of your site, minimizing web site maintenance and impact on your IS staff.

In addition to or instead of WEBConnect, CustomerSat10 Website & E-commerce surveys can also use personalized email invitations to engage visitors a specified number of hours, days, or weeks after a website transaction is completed. All feedback can be integrated into your website management, CRM, and other IT systems.

For your Website & E-commerce solution, CustomerSat Research & Consulting Services can help you:

• Determine whether to use respondent incentives to increase response rates; and if so,
• Determine the most cost-effective amount and form of incentive, and
• Manage incentive fulfillment.

In short, CustomerSat10 solutions increase online customer satisfaction and loyalty, reduce costs, and accelerate revenue growth.

A WEBConnect survey invitation appears as a visitor exits Humana’s website and goes to Google.

Benefits

• Save at-risk customers online
• Increase e-commerce revenues and profits
• Accelerate shift from phone service and purchases to lower-cost, online self-service and purchases
• Recognize and address problems and opportunities immediately
• Make investments in the areas where they will have the greatest payoffs
• Streamline web operations and reduce expenses
• Increase online customer retention, loyalty, renewals, and recurring revenues.