So you have implemented your automated or manual “Can you help” email.
Don’t expect 100’s of emails, but once you get a few, start to use the information and action it.
Here is great example from the Diet Chef US checkout process, it involved one letter that was wrong, but caused a prospect to stop the process and abandon.
I don’t know how many more did this but I thought it was a really interesting example of how minor things can throw off the purchase process.
So when adding a delivery or billing address you are presented with this form. It looks great to me, clear, simple format.
But there is a typo in it. It’s one single letter Organization not Organisation in US English.
The customer told me that although they knew we were a UK company, it worried them and they abandoned.
We have fixed it of course and will keep you updated on the results.Tweet