How to Turn Millions of Website Views Into Valuable Insights with Qualtrics
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Transcript of How to Turn Millions of Website Views Into Valuable Insights with Qualtrics
How to turn millions of site visits into valuable insights using Qualtrics Site Intercept.
SM
GUEST PRESENTER
1 Introduction to Site Intercept 2 Site Intercept in action 3 SAP and Qualtrics 4 Q&A Today’s Agenda
What is Site Intercept?
Your website visitors are valuable. Qualtrics Site Intercept software gives you the tools and ability to get the right message in front of your visitors to access hard to reach insights and increase key conversion metrics. Having this control gives you the ability to improve site usability, track NPS®, or even offer a promotion.
Capture the voice of your
online customers.
Improve your online customers’
experience.
Deliver the right content, to the
right people, at the right time.
Why use Site Intercept?
Understanding the value of website feedback
of customers say buying decisions are influenced by online reviews.1
90% +
of companies believe they deliver “superior” customer service.
80%
of companies believe they deliver “superior” customer service.
80% of their customers agree.
8%
of unhappy customers will not willingly do business with you again.
91%
their first purchase
10X Loyal customers are worth
Email Triggering Create a personalized experience for your online customers with email triggers. Deliver content to their inbox for high impact marketing and help keep your message top-of-mind with customers.
Panel Management Add new panel members to centralize feedback and create user profiles. Use these profiles to create targeted marketing campaigns, lead follow-up and a ready-made base of survey respondents.
SAP and Qualtrics
Unique visitors monthly
2.1M Unique visitors in 2014
2.2M + Countries
225
Topic spaces: Blogs, discussions & questions
550 Mentors sharing
SAP expertise
140
Community Network (SCN) SCN HAS THE HIGHEST TRAFFIC OF ANY SAP WEB PROPERTY
5X more traffic than any other SAP digital property
208 million page views in 2014 (5x more than any other digital property)
SAP Community Network (SCN)
SAP.com
Support portal
Business innovation
Training
Partner edge
1. Historically, surveys were: a. sent via email b. hosted as a link on SCN’s homepage
2. Sent to our members and accessible to all visitors worldwide in 230+ countries
3. On average, we received approximately 1,000 surveys when using these methods
SCN survey insights BEFORE QUALTRICS
1. Obtain a more accurate Net Promoter Score on SCN
2. Quickly draw feedback on visitor sentiment regarding: a. The SCN user experience b. Content quality
• Surveys accessible to North America users • Received 10x more survey responses using Site Intercept • Used a better NPS & content survey to gain more insight
Site Intercept pilot MISSION
Use case / 3 surveys in 1
Used to gather insights with 3 separate surveys. This method required: ü IT Support ü Design Support ü Communication Support ü 12 month timeframe
This method also required a significant amount of time to run queries and analyze response rates to base decisions off of.
Simplified insights
“ SCN Page has been getting increasingly cluttered” SAP is currently re-designing our SCN site and incorporating the feedback we received from each survey we’ve run so far “There has been a recent influx of Spammers” We are in process of establishing a moderation queue for new users and adding additional measures with the help of the community.
FEEDBACK
ACTION
FEEDBACK
ACTION
Listening to our users DETRACTORS TO PROMOTERS
Project summary
Support from IT Support from branding & design
1,000 responses from 230+ countries
3 surveys in 12 months Hours of running queries
for analysis
No support from IT No Support from branding & design Over 20,000 responses from 2 countries 3 surveys in 1 month On demand reporting
Before Site Intercept After Site Intercept
Q&A
Learn more at: www.qualtrics.com/site-intercept/