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Watch Your Users’ Most Important Behaviors | LESSON #1

October 10, 2017 | Alex Castro | | Smartlook School

Smartlook is your secret weapon — so let us show you how to use it like a pro.  Over the next few lessons, you’ll get answers to questions like:

  • Why are my paid customers churning?
  • What can I improve on my product?
  • How do I increase conversions?
  • Can I fix bugs before my customers find them?

In this lesson, you’ll learn about using filters to see why your users are converting.

When it comes to improving the performance of your website, the first thing you need to understand is what makes your visitors convert. A conversion could be anything from a customer buying a product or subscribing to your services — it’s when a customer does what you want them to do on your website.

Observe Users That Convert

Observing the customers who convert is important because it also helps you understand what motivates them to convert. It’s pretty common to have customers that have finished an order on your website get redirected to some sort of “thank you for purchasing” page. To see these recordings, you can use a simple filter with the condition for the visited page to contain the “thank you” page substring in the URL. This will show you the recordings of all visitors that have completed an order and have successfully converted. You will have access to their user journeys and, thus, learn more about your website.

When watching the recordings of these successful conversions, you should focus on a few things in particular. For example, which elements are getting the most attention from your visitors? And which steps are they spending most of their time on? Knowing this, you can improve these steps to make it easier for your customers to finish their order.

Check on Users That Don’t Complete Orders

After understanding what makes visitors convert, the next step is to understand what stops them from converting — what are the barriers? You achieve this by watching recordings of customers that dropped out in the penultimate step of your shopping cart. Set a filter that contains visitors that reached the step before checkout but did not make it to the final page.

By understanding the barriers, you will immediately know what to improve in your shopping cart process.

Keep an Eye on Mobile Devices

Make sure your website is mobile friendly so that the users can easily order your products while browsing on their tablet or smartphone. Replaying visitors behavior can also be used to assess the usability of your website on different devices. You can see how visitors experience your website on mobile devices by filtering the device type.

We’ve all experienced the frustration of a website that isn’t optimized for our phones. Don’t frustrate your customers. With these insights, you can give your mobile users an experience so smooth they’ll think they’re using their laptops.

Discover What’s Behind a High Bounce Rate

The bounce rate is a measure of the percentage of visitors that are leaving a website after only viewing one page. The best way to uncover the cause of a high bounce rate on a certain page is to see what the visitors are actually doing on that page. Most importantly, you want to find out why they’re leaving. This kind of insight shows you existing issues that you can fix, and it can even show you potential areas of improvement. Use the filter to show you the users that are exiting the website on a particular page.

In this lesson, you have learned how to apply filters to:
  • Understand what makes your users convert
  • See what your barriers are
  • Assess your website’s cross-device compatibility
  • Disclose what’s behind a high bounce rate

Now it’s up to you

Start filtering your visitors and discover new ways to improve your website and boost your sales. You will notice significant effects in the short term!

Want to learn more?

Check out lesson 2 to learn how to identify your recordings with customer data.