{"id":426,"date":"2016-10-10T00:11:22","date_gmt":"2016-10-09T22:11:22","guid":{"rendered":"https:\/\/capturly.com\/blog\/?p=426"},"modified":"2024-02-09T15:28:30","modified_gmt":"2024-02-09T14:28:30","slug":"hello-im-your-customer-why-do-you-hate-me-reasons-why-your-customers-leave-without-buying","status":"publish","type":"post","link":"https:\/\/capturly.com\/blog\/hello-im-your-customer-why-do-you-hate-me-reasons-why-your-customers-leave-without-buying\/","title":{"rendered":"Here’s Why Your Customers Won’t Convert"},"content":{"rendered":"

\"1\"<\/p>\n

\u201cDear Website Owner!<\/p>\n

Hi! I\u2019m your customer! Or I would have been if your website hadn\u2019t driven me away. So out of the goodness of my heart I decided to notify you about the mistakes you made. <\/span><\/p>\n

First of all: what\u2019s up with this terrible design? The backdrop is a simple shade of mild purple, but it\u2019s so crowded with images, buzzwords marketing blurb I could barely navigate through it! I got confused right on the spot! <\/span><\/p>\n

To make things worse, the menu buttons blended into the background color so I had a hard time deciding which part registers as \u201cclickable\u201d! <\/span><\/p>\n

And when I wanted to use a link, it was broken and directed me to a long-deleted page! <\/span><\/p>\n

I also found some typos! How unprofessional, you should definitely check these out.<\/span><\/p>\n

Also, no terms of condition or privacy policy? Are you trying to hide something from me?<\/span><\/p>\n

When I finally found the item I was looking for, all I saw was some badly-cropped image from the Internet and I was unable to enlarge it! I want detailed images and full description about my product! <\/span><\/p>\n

When I looked up your contact menu I had to realize that you lack both live chat and a proper phone number, not to mention you don\u2019t specify whether you operate 24\/7 customer support. If you don\u2019t tell me how long I should wait for an email reply, I\u2019m out! <\/span><\/p>\n

On a side note: I checked out your mobile website and it was a letdown. Poorly optimized, I could hardly navigate through it! Pro tip: make it touchscreen-friendly. <\/span><\/p>\n

As for your social media presence, I only found your Facebook site, but it had no content from you, just some shared posts and motivational pictures. I didn\u2019t feel engaged, as if you gave up on the idea to reach me at all!<\/span><\/p>\n

And the checkout process, don\u2019t let me start! First you bombarded me with those irritating popups to sign up, and then you condemned me to fill out an overly long form before checking out. I don\u2019t want to waste my time with formalities, provide me a mean to pay in an easy manner. <\/span><\/p>\n

And to add insult to injury, the system demanded email notification to complete the purchase! <\/span><\/p>\n

Well, that was the part when I gave up on the idea of ordering from you. I bid you farewell and I hope once we can do some business together, but only if you find a remedy for these aching problems.<\/span><\/p>\n

Sincerely,<\/span><\/p>\n

Your Ex-Customer\u201d<\/span><\/p><\/blockquote>\n

The Causes of Shopping Cart Abandonment<\/b><\/p>\n

As you can see from this fictional complaint letter, the reasons for shopping cart abandonment can be various. Poor customer support, missing description, amateurish spelling errors, high prices, overly long checkout process instantly dismiss a potential customer. To be frank, our friend was from the persistent kind, as most customers are turned down instantly upon seeing an unintuitive, boring or messy design. <\/span><\/p>\n

If you want to understand how fast customers can make up their mind on whether they like a webpage design or not, you should <\/span>read this great article from the guys at ConversionXL.<\/a><\/span><\/p>\n

According to official case studies, visitors only need around<\/span> 50 milliseconds to form an opinion about your site. This is barely enough to glance through your homepage, yet it turns down a significant amount of people. Grabbing their attention and motivating them to explore your offers\u00a0are the keys to raise conversion rates. A good website design must be clear, apprehensible and most importantly user-friendly. Easier said than done, right?<\/span><\/p>\n

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\"find<\/p>\n

Finding The Pain Points<\/b><\/p>\n

Slowly refining your website takes lots of effort, and without the proper tools, the optimization turns into a guessing game, and changing the site for the worse will scare away even more customers. That\u2019s when nifty little <\/span>visitor analytics tools such as Capturly<\/a><\/span> come into play. Such tools provide a good opportunity to identify and deal with customer pain points. For example, by checking the visitor engagement heat maps of your page, you\u2019ll see the hot spots of your website, aka the parts people interact with the most. This helps to identify the breaking points during the checkout process, as the problem is around the \u201ccold\u201d areas.<\/span><\/p>\n

For a more analytical approach, you can utilize session replays, which are basically recorded footage of your visitor\u2019s mouse movement. Following their actions can help you understand user behavior and see how they got from A to B and why\u00a0they dropped off at C. This plays a vital role in optimizing customer journey as it highlights the poorly-placed links people pass by and displays the actual time someone needs to reach the end of the order.<\/span><\/p>\n