Unlocking Hidden Profits: How eCommerce Analytics and Monitoring Can Help Brands and Retailers Recover Lost Revenue

Jul 25, 2023 12:00 PM1:00 PM EST

Request The Full Recording

Key Discussion Takeaways:

In this economic climate, with high-interest rates and decreasing consumer spending, costs of goods sold (COGs) and customer acquisition costs (CACs) are steadily increasing, making it nearly impossible for brands to profit. When combined with malfunctioning websites, it is unlikely that customers will return to a brand's web page. However, eCommerce tools are available to safeguard websites and retain customers.

Monitoring and analytical tools like Webeyez allow tech support to identify pain points on the business and tech sides. Business issues such as failures with login registration, adding to cart, setting up billing, or the checkout process can be solved with options like single-sign, magic link, and social logins. These solutions streamline the transaction process, therefore, reducing the number of errors. In the case of technical problems like prolonged downtime, organizations can utilize data to identify the source of the problem and prioritize the critical issues. Webeyez can also issue a lost revenue stamp that indicates if the issue affects conversion rates and estimates lost revenue amounts due to a specific problem. This helps to resolve issues that cost the most money.

In this virtual event, Tiffany Serbus-Gustaveson welcomes Co-founder and CEO of Webeyez, Uri Strauss, who shares advice about unlocking hidden profits with the use of analytics and monitoring tools.

Here’s a glimpse of what you’ll learn:

  • Uri Strauss discusses his background and Webeyez’s origin
  • Why is it crucial for brands to utilize monitoring and analytics tools?
  • How the implementation of these tools unify teams and benefit stakeholders
  • The power of real-time data when making informed optimization decisions
  • Uri shares real-world examples from successful merchants
  • Innovative techniques for driving sales in a competitive marketplace
Request The Full Recording

Event Partners


Webeyez is an advanced monitoring and analytics tool that allows eCommerce companies to detect, prioritize and resolve customer experience roadblocks.

Connect with Webeyez

Guest Speaker

Uri Strauss LinkedIn

Co-Founder & CEO at Webeyez

Uri Strauss is the Co-founder and CEO at Webeyez, an industry-leading eCommerce solution that helps brands monitor, analyze, and resolve technical and operational issues to recover lost revenue. Uri's entrepreneurial spirit, expertise in computer software, and exceptional skills in sales, business development, team building, and software project management have allowed him to leave his mark in the industry as a widely recognized, experienced, and innovative executive.

Before founding Webeyez, Uri served as the CEO of Yaabam Technologies and easyMarkets. He earned his bachelor’s in business from The College of Management Academic Studies.

Tiffany Serbus-Gustaveson LinkedIn

Senior Digital Strategist at BWG Connect

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.

Event Moderator

Uri Strauss LinkedIn

Co-Founder & CEO at Webeyez

Uri Strauss is the Co-founder and CEO at Webeyez, an industry-leading eCommerce solution that helps brands monitor, analyze, and resolve technical and operational issues to recover lost revenue. Uri's entrepreneurial spirit, expertise in computer software, and exceptional skills in sales, business development, team building, and software project management have allowed him to leave his mark in the industry as a widely recognized, experienced, and innovative executive.

Before founding Webeyez, Uri served as the CEO of Yaabam Technologies and easyMarkets. He earned his bachelor’s in business from The College of Management Academic Studies.

Tiffany Serbus-Gustaveson LinkedIn

Senior Digital Strategist at BWG Connect

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.

Request the Full Recording

Please enter your information to request a copy of the post-event written summary or recording!

Need help with something else?

Tiffany Serbus-Gustaveson

Senior Digital Strategist at BWG Connect

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution.

Senior Digital Strategist Tiffany Serbus-Gustaveson runs the group & connects with dozens of brand executives every week, always for free.

Schedule a free consultation call

Discussion Transcription

Tiffany Serbus-Gustaveson  0:18  

Happy Tuesday, everyone. I am Tiffany Serbus-Gustaveson, a digital strategist with BWG Connect. And for those that don't know, we are a networking knowledge-sharing group. We stay on top of the latest trends and challenges, whatever is shaping the digital landscape, we want to know and talk about it. We are on track to do at least 500 of these virtual events this year due to the increase in demand to better understand the digital space. And we will also be doing at least 100 in-person small-format dinners. So if you happen to live in a tier-one city in the US, feel free to shoot us an email or check out our website BWGConnect.com. for future upcoming in-person events. We'd love for you to join, it's typically 15 to 20 people having a discussion around a certain digital topic, and it's always a fantastic time, we spend the majority of our time talking to brands, that's how we stay on top of latest trends, We'd love to have a conversation with you. So feel free to drop me a line at Tiffany@ BWGconnect.com. And we can get some time on the calendar. It's also where we gain our resident experts such as what is with us today. And the way that we asked to teach the collective team has come highly recommended for multiple brands. So if you ever need any recommendations within the digital space, please don't hesitate to reach out. We have a shortlist of the best of the best. And we'd love to provide that information to you. Also, know if you have any hiring needs. We do partner with a talent agency, Hawkeye Search, formerly BWG Talent, that we'd love to put you in contact with as well. A few housekeeping items. First and foremost, we want this to be fun, educational, and conversational. This is about you guys asking the questions. So put those questions into the chat and those comments into the chat q&a. Or if you feel more comfortable, you can always email me at Tiffany@BWGConnect.com. And we will be sure to get to them. And we did start about 45 minutes after the hour. So we're going to wrap up at least five to 10 minutes before the end of the hour to give you ample time to get to your next destination. So with that, let's roll and start to learn about unlocking hidden profits and how eComm analytics and monitoring tools can help brands recover that lost revenue. The team at Webeyez have been awesome partners. And then networks, I'm going to kick it up to Uri, if you can give a brief introduction on yourself, and then we will kick it up.


Uri Strauss  2:28  

Thank you. Sure. Hi. So my name is Uri. I live in Israel. I'm a father to four children. And I'm the Co-founder of Webeyez. The CEO and Co-founder I'm Webeyez is an analytics tool specifically designed for eCommerce. And it was developed out of personal pain. I had a development agency. And we developed an eCommerce for eCommerce companies on various eCommerce platforms. And my biggest pain was speaking with the business people. Because we would get bashed by you know, something's wrong, something's off, conversion is down, sales are down, something's wrong. And it could be like a one-day issue that can be consistent. And I just didn't have any tools to understand what's going on. And that's where I just suffered and struggled and developed an internal tool, which turned out to be much more cool than just developing platforms. And that's how Webeyez. actually evolved.


Tiffany Serbus-Gustaveson  3:42  

That's fascinating. So the pain that you endured, look like, the fruits of your labor being graded. That's awesome. I did not know that story. So thank you for sharing. And remember questions, comments, put them into the chat, the q&a. And let's go there. Like, why now? Like, why is it so crucial for online brands to have these monitoring tools in analytics that they need to pinpoint where the trouble lies on the site? Yeah, um,


Uri Strauss  4:13  

I mean, so I'll divide the answer into two. So one is, I mean, it's always crucial because the statistics show that for people that have some kind of bad experience on the website, nine out of 10 will not come back to the website. So that stat is super important to know because most of the eCommerce you know, with the high-interest rates and the decrease consumer spending and the increase in cogs, and the CAC is so high you know, now with the return on ad spend is down with all the iOS stuff going on and just the cost of acquisition is going up where eCommerce makes money is usually on the second purchase and going forward. So you need returning customers. If you break even on the first on the first transaction, that's good, usually that's not the case and you're looking for returning customers. So the 88% of people churning because of bad user experience. That's, that's a killer. So anyway, it's a killer, but specifically in this in this kind of a market, like where at the moment, this is what's causing a lot of lost revenue. And, I mean, if you want these people not to churn and come back, and to be happy, loyal customers, you just have to make sure that at least the platform is running correctly, you're not having glitches, then there's no coupon code failures, there's no login failures, payment failures, tech issues, low time issues, there are so many things that can happen, you just want to make sure that the platform is, is working as expected, people are not having any friction point. And of course, the conversion rate will not be 100%. But at least you're not having people running away and churning just because of things that can be easily solved.


Tiffany Serbus-Gustaveson  6:15  

And what have you seen and witnessed on a lot of different sites, the typical pain points like what are those like culprits per se, that teams should hone in on?


Uri Strauss  6:29  

While there's many, so I mean, the way we look at it, so there's like, there's, first of all, you're looking at sales, you want to make sure that you know your sales are up, of course, and conversion is the places a way to detect friction, we are divided into two there's like the what we call the business issues. business issues can be it's basically all the goal failures on the website. So our goal can be login registration, adding to cart adding to favorites, setting up your billing information, the whole checkout process, the payment, the address, etc, etc, etc. Coupon Codes in the middle. All of these goals have all kinds of weird behaviors that we're not 100% familiar with. I'll give you the simplest one, for example, people trying to log in and failing, they forgot their password. So you know, when we speak with customers, I mean, what you know, the first reaction would be like, What do you want us to do? The customer forgot their password. Of course, we're not supposed to log them in great. But you know that almost 40% of your customers are trying to log in failing, and 22% of them are leaving your website because of that. So that's something for sure. Not good behavior. What would be a good solution to bypass this behavior? So there are a few I mean, you can have a single sign-on option, you can have a magic link. You can have social logins, there are all kinds of ways to bypass these issues, and that just have this friction point. And that's just one example. But so these are the kinds of examples that we attacked or sorry, go away detect. And the other friction points that we see a lot on the tech side. So the tech side can be I mean, it's a known issue, of course of low time. So excessive low time does. I mean, like, I think there's a statistics of 1% of low time, each 1% of load time, decreases conversion rate by 7%. So today, I'm not sure everyone's familiar, but so the measurement moved from the low time it moved into what's called Google core vitals. That's how Google looks at your load time. And there are two kinds of penalties. One is on the SEO level. If your core vitals are high, we get penalized on the SEO level. And the second is if your users just churn. So there's, I mean, I want to go to the tech but there's like three, three key metrics you want to make sure are running correctly, or at least below, below what Google procedures bad. So we see a lot of that. And that's like endless iterations of making it better. There are script errors that are causing this. In some cases, it's not easy to understand which ones are causing churn, but we also detect that which ones are causing churn. It could be third parties that are doing two things. One is slowing down the website. The second is causing script errors which are causing a challenge for those. There are many things to look at, but like in large, we're looking at two segments. One is the tech and one is the business function.


Tiffany Serbus-Gustaveson  9:56  

So the tech side, as I was previously director of your commerce. So I always had this feeling or assumption that we're having issues on the site, but I can't quantify how important a high priority they should be to our tech team. And so it goes down on the priority list because you'd have no data to support that why? So a solution like this gives you then that data that you're able to show to your team, this is why I'm bugging you every five minutes in the office of why we need to fix this correctly. Right. Yeah,


Uri Strauss  10:30  

I mean, exactly one of the problems. Okay, so one of the biggest problems is priority. There's always tasks, there's always projects, there was bugs, like what's more important. And it's very hard because tech teams have their own analytics or their own data, like New Relic and AppDynamics, which are great and needed. And that's great. But they speak in one kind of language, which is like here, you know, this happened 20,000 times, and this only happened 1000 times. So 20,000 is more important than 1000. It doesn't take into account where it happens in the funnel, and is it affecting conversion or not. And by connecting that information, that's how you understand if this is a priority or not, it may be that 1000 is actually on the checkout page. And that's 10,000 checkouts that are failing, versus 20,000, that there is just another landing page and does not affect the conversion rate from the landing page at all. So everything has to have context. And yeah, so we, what we do is we give that context, in everything. So what we try to do is put a lost revenue stamp on everything. And the issue that we detect, we want to understand if it is affecting the conversion rate. And if it is affecting the conversion rate, how much of it is how much is it affecting and what's the actual, estimated lost revenue due to this specific issue. And that helps. First of all, understand, should we fix it, I mean, we see errors that are just not impacting conversion rates. So I mean, it's not grading, and it's not great having those errors, but that's not the first thing I would run in fix, I would run and fix the ones that are impacting conversion rate and sales the most. So that helps having that last revenue target, each issue helps a lot to understand like their priority, and how important you know, if it's a showstopper, we have to fix it today, or let's wait for next week, or at least these are the top four things we have to handle. And there are always things that need handling just understanding like what you know, what's fire and what's not.


Tiffany Serbus-Gustaveson  12:43  

Awesome question here about the surveillance of it. So it's real time 24/7? Correct.


Uri Strauss  12:53  

Correct. So we okay, so installation is using Google Tag or Tag Manager, and the Tag Manager, we're just a script on the page. And we capture the actual real user behavior of real customers. It's not a synthetic test. It's a real test. I mean, it's real actual data from real customers. So it's 24/7 Whenever your users are on the site, that's the signals that were those are the signals that we're collecting. And that's what we're presenting. So it's 100% real time.


Tiffany Serbus-Gustaveson  13:23  

And then alerts are coming to you via text message or email.


Uri Strauss  13:29  

Yeah, so we have I mean, there's a few ways to use Webeyez. One is the alerts. So if there's an increase in the number of failures of add to cart or decrease in the traffic coming in, or there was more for four pages, or suddenly the load time increase, or the core vitals are down, etc, etc. So we have like, we have like 20 different machine learning algorithms running on that data and surfacing that information that is sent over Slack and email. And we're adding more integrations. So that's like, one way to use it, which is like, hey, something's wrong here, look at it, etc. And the second would be we have like a monthly call, we go over the, we have a customer, a very strong customer success team. We have an insights call every month, we want to make sure that you understand that our customer understands exactly where there's friction, how much is causing what needs to do to be done to fix it. And we actually launched something called engage, which is super cool, which actually patches the problem for our customers. So we can't of course, catch the code. But what we can do is set up a patch above it. So what does that mean? For example, we spoke about failing promo codes. So we detect in real time the failing promo code all we do is we present, and we pop up a banner on the site which is of course 100%, brand, colors, images, etc. With having a coupon code that we know works. So for example, if there's a payment issue, we immediately open up the chat. Or if there's a four, four, we know to redirect or if there's a thank you page, we know how to open up a survey or an NPS form a questionnaire etc. So, this is our way to like a 360 to detect it, and understand the magnitude. And then open up a task on Jira, Asana, etc. You have to fix it. Plus, let's patch it up until you fix it. So at least not bleeding. When this is happening. Yeah,


Tiffany Serbus-Gustaveson  15:36  

That's fantastic. Buy you some time and then sell. Very cool questions and comments. Put them into the chat q&a, or email me at Tiffany big character calm, and we will get to them the cycles of success stories. So you've seen a lot. So you share any success stories where you've seen, you know, this implementation, do something hugely positive, not only from a cost and sales standpoint, but I'm also interested about the stakeholders who are using this. And if you've seen like, you know, teams unifying as opposed to maybe that traditional, like silo method that I know everybody has challenges with at times, especially in eCommerce. 


Uri Strauss  16:18 

Yeah, totally. So, I mean, what first of all we connect between, I would say, we have like four people or four, four departments using robots, okay, so the go-to would be like the eCommerce team, they're the ones that are in charge of sales revenue conversion rate, that's a go-to that usually the champion, the person that buys the product. The biggest, I mean, this is where I came from the biggest or not the biggest, but one of the problems is that there is no good bridge between the I will say the e-comm team, the growth team, the head of the digital guy, with the tech guys, because again, each one has their systems. We see conversions down, I don't know what works for me. And then Okay, let's try to replicate it. There's a customer that called and said that they can't log in, I don't know, I can log in. There's all this back and forth of trying to understand like, Is there a problem? If there is a problem? What's the magnitude of the problem? And then there's this discussion. Okay. Was it mobile desktop? What was it? Was it an iPhone? What was it? Let's call it the customer. Can he Zoom? And then it's like, it's endless. So having this discussion about the same data, understanding what the problems are, some of it are business issues, some of it are tech issues. So it's not finger pointing. It's just understanding where there's friction, and let's fix it. So I think it eliminates a lot of the friction, internal friction, not only the customer friction, the internal friction, that that that mean, we saw until installing mobiles, because it was always like this. bad vibes between the teams, there's always this gut feeling something is off something is wrong. I don't know why. But you know, if it happened once probably it's having 200 customers, we they're not calling up support. I mean, the only way to do to know something happening is how many phone calls support God. And that's an that's a very tough. Yeah. Yeah. First of all, it's after and then and the second thing is that, that everyone, did everyone report all the bugs, there's some bugs that just start calling. I mean, yeah, so So there's, so I spoke about the e-comm business guys, which are one, the second is detecting the third is a product team. Because basically, we're rolling out something that or the product team is rolling out something which are not 100%. Sure, I mean, they have the metrics of your conversion rate and usage, etc. But you don't know where there's friction. So that's a great data point, to understand as a product guy to understand, where there's friction, what I mean, and how you can limit the friction on all these user journeys. So that's another person that uses webinars. And the last would be customer support. Because you do get a phone call saying, listen, hey, I saw that. I mean, usually 123 This happened to me. And then that's when everything begins. When you log the call, it works for this person, they call up support, they don't know what happened. They look in the server logs at that time, it didn't hit the server, this or this, and tried to replicate the problem. So we have all that information on the user level. It's very easy to segment that specific user if it's order ID, user ID, etc, etc. To find a specific transaction understand exactly what happened. So customer support benefits a lot of Webasto


Tiffany Serbus-Gustaveson  20:01  

Have you watched those meetings going from being a little cold and siloed field to being more holistic, organic? 


Uri Strauss  20:09  

And it's sort of additive. Yeah. So, so we're, I'm not sure if positive, I wouldn't go so far, but it would, yeah. But I mean, we're on these calls. So so we have a monthly call, and on the call, usually, there will be also a tech person and also someone from the business side. And what and we're speaking facts. So it's very easy. I mean, just to talk about data. So it's very easy to see what are the friction points, and you do see that it just reduces the frustration, because the frustration at the moment is pretty high, because of this gut feeling and hunches of something is off. And, you know, we met companies, you know, since April, the conversion is down. And we're not sure why that's like a few months, and they just can't pinpoint the specific problem. And that's so frustrating because you know, something's going on, and you have no idea what is going on. And this happens a lot. And I mean, totally openly here, it's not always something that can be detected could be of course, pricing could be the market could be ad spend, because we think we also detect that the ad spend, etc. But it doesn't have to be always an issue. But in many, many, many cases, there's so many friction points, that are just causing people just to abandon and not come back and not convert. So it does reduce, we do see that it is reducing that friction, we do see that the conversation is very professional about the data, there's information, these are three action items, let's go. It's that easy.


Tiffany Serbus-Gustaveson  21:42  

And I would think marketing would also be involved in this from the standpoint of we have promo codes are failing. It's not because the campaign per se, but it's this technicality or you know, paid search could have been the best campaign they've done. But because there's friction on the site people aren't converting. So you see in that site as well with the marketing teams.


Uri Strauss  22:04  

Yes, so we use the jobs to be done. methodology, we heard we do have some jobs for marketing. Marketing is also you know, the SEO score, the ranking. So it's also a bit of it is also a bit tech, like the core vitals and the bounce rate on the landing pages because of friction on the landing pages. So is it hitting a four-four? Did they actually put in a coupon code? Did a coupon code succeed? If not, what is the coupon code is failing? Let's pop up a coupon code that we know works. So yeah, we do have some jobs to be done for the marketing team to get questions here.


Tiffany Serbus-Gustaveson  22:46  

Are you able to customize it, KPIs are the jobs to be done to actually put them into the system to analyze them.


Uri Strauss  22:51  

Um, we can, you know, we have it built in a way that it's kind of designed for the jobs will be done. We are rolling out an extensive, huge version of the portal where you log into and get in, get all information where it's segmented much better for the world customer user, but not for our users that are using our portal. But with our customer success, and the monthly calls and the report, the regenerating and the action items and the tasks that we're opening, opening up on. All the tools are using JIRA, Asana, etc. on Monday. The jobs are done. jobs to be done are done. So that's, that's for sure done.


Tiffany Serbus-Gustaveson  23:41  

And is this a solution you can do with B2B sites?


Uri Strauss  23:46  

It is we have a few B2B customers, of course, the volume is lower, the average order value is higher. But frictionless friction, yeah, it's the same. It's the same problem but on a lower scale and larger margins.


Tiffany Serbus-Gustaveson  24:00  

So we're seeing the behavior is the same regardless of whether it's direct-to-consumer or a B2B site. Correct. Awesome. Questions, comments? Keep putting them into the chat q&a or email me. Um, so you're saying, are you able to show maybe like, What if you lost revenue, per se? So if I'm the director of eCommerce, and I want to go and get my budget for a solution like this, or to get more budget for next year for an initiative to be able to quantify like, this is the money that we lost because of the time period that this issue was unsafe? So curious about that, because these are the things I used to dream about.


Uri Strauss  24:44  

Back in the day, wishing. Sure so I'm not sharing your screen. So let's do two things. One is I can share some information. By the way, we also have this on the site on the website. I'm so. So I spoke about last revenue. Just explain what is the data that you're looking at at the moment. I chose the Health and Beauty data we have in a database with an AOV of $100, and a monthly visit of 1 million visitors per month. Okay, we see an average that the lost revenue on a monthly basis is around $330,000. Okay, so all the information that I'm going to show you now is deep diving into this number. Now, how do we get to this number? So again, this is we divided into the business and tech issues. I'll begin with the business. So you see that the leading issues the login and registration, and then the place order, then the discounts. And then there's the other. So, for instance, in the login and registration, like I said, Before, the invalid username and password, so So you see that the people just struggling to put in, they forgot, they don't remember that they have a that they have an account. So you know, our vicious cycle is people try to log in, they fail, they try to reset the password, they're not successful. They think they don't have an account, they try to register, it says already here, you're already registered, and then and then they're stuck. So just I mean, the way I like to explain it is just think about the physical world. So the physical world you have, like, you have a brick and mortar. You're in a shopping mall, you have a brick and mortar store, you would never ever, ever have the door closed and someone hit their head against the door like 20 times because you're trying to open up the door and not not being able to log in to the store. Right. And that would never ever, ever happen in the physical world. But virtually we're used to this friction, I mean, I forgot my password, I have to reset the password, make it as easy as possible for users to log in. Like I said before, if it's the magically, if it's the one-time password, if it's if it's the social logins, Google, Facebook, etc. This is a friction point that can be easily bypassed. Yeah, these are the actions I just spoke about. Like there's also reward program that also helps a lot. Place Order. Okay, so there's current their credit card transaction declined. There's also technical errors. There's also an invalid shipping address. So yeah, so what are the actions? First of all, there's a really cool tip that we learned from one of our customers. The biggest problem with paying failed payments is it, it's, it's best, like the worst place, you want to hit a friction point, right? Because that's the actual transaction. That's the end of the transaction. It's the highest intent. And what we're doing is basically is replacing or in order, and it fails, it can fail because the card is declined because of a technical issue invalid, or whatever it is. And we see that, on average, you lose between really depends, but between 20 and 60% on the conversion rate on the actual place order transaction. And what's a good I mean, there's all kinds of way to bypass it. But one of the things that we really captured our mind was, first of all, accept the transaction. So decision is done. I'm already done, I know that the transaction is done. That's it a day later, and don't fulfill it yet. A day later, send out an email. Hey, I think there's a problem with the credit card, please fix it. So what did they do there? I basically understand that. I mean, the consumer bought it, the decision is done. There's no I'll try again. I'll try again. I'll try my wife's card, etc. It's done. But now I have to fix the small issue just to make it work. And we see an in a boost like an increase in conversion rate just by that by removing that friction point. If you're not open to that, so other payment options. Open up the chat. This is like the hardest. You don't want to you know one of the worst emails to receive is when you're trying to pay you fail a day later. Hey, you forgot this in the cart. It didn't forget in the cart. I tried to pay for it. I was unsuccessful. It's frustrating. Open up the chat when it happens. Just open up the chat have had the chat agent understand exactly what the problem is. Cash this person when they're still in the in on the checkout. I mean, that's I mean, just again, physical world. You're trying to swipe the card. You wouldn't leave that customer right you would Try to try a different card, try Apple Pay, try Google pay whatever it is you're trying to make this work. Other payment gateways, etc, etc. Discounts okay, this is a. So this count is huge, okay because we see a huge drop in conversion rate when there's discount failures. And we know that there's honey. And we know that there's other tools out there just give it for free, the people trying to scan the psychology is that people are leaving your website and we see approximately 20% of people joining because it did not get the discount code. And even though it's they didn't really earn it, or they're not supposed to have it. But they tried, you know, to run the honey, and it didn't apply any good are any successful discount, they will live. It's even worth giving out a 5% discount code just so they feel psychologically like they got something, you're still winning here. Because you you will see an increase in conversion rate. Another thing that we see is messaging. I mean, messaging is all across the board. You have to change messaging to be very, very precise what the problem is, we see many, many I mean, you're probably familiar with it. Kuba, not applicable. Not a valid coupon. Please try again. I mean, I'll try and get more help, right, where's the problem is, it's not valid for this product, you have to have at least $100 in a basket, the shipping address has to be whatever it has. I mean, there's all kinds of constraints, which I don't see in the error message, give as much error message as possible. So the user can understand what they need to fix again, just think about the physical world, you will never say it doesn't work. That's it, you will explain the problem.


Tiffany Serbus-Gustaveson  31:58  

That's a great takeaway, because I have witnessed that myself of like, not valid, and it's like, well, why, but when you give the why, and say, Oh, I'm short, a couple dollars. Yeah.


Uri Strauss  32:14  

Exactly. And the frustrating part is the police dragon. I mean, I'm gonna try again. But that's, if I do it, like 10 times, that's not gonna work. It's, yeah, it's all about frustration. People are frustrated on the website, they're by themselves. This isn't you're not in a shop, there's no one to help you out there. And people just churn because of they don't understand what they're doing.


Speaker 1  32:36  

Do you see demographic-wise, like any change with millennial Gen Z? versus older? Like, are they even less apt to have patience when it comes to friction?


Uri Strauss  32:51  

So of course, millennials are just more, let's say internet, fluent. binotto. Work around things. On the one hand, on the second hand, the first friction points are out. Yeah, and again, there's, there's a lot of psychology behind it. And the psychology is, I'll take the simplest one, for example, low time, okay. So if the side is not lonely loading under three seconds, that means the site is bad, the returns are going to be bad, the customer support is going to be bad. They don't know how to add. I mean, if they don't know how to have an app that loads in three seconds. I mean, that's, I mean, unconsciously, what's running behind the scenes in the person's mind is like, and of course, they don't want to wait, and they just leave because you know, everything is now now but the psychology is, this is not, this doesn't look good. I'm sure that the rest is not going to look good.


Tiffany Serbus-Gustaveson  33:45  

It's like speed dating. You got those three seconds to like, bring their like. sense.


Uri Strauss  33:55  

Yeah. So it's spot on. Because the problem here the first date is the whole journey. It's not a landing page. It's the whole journey. And that's the first date. And if you fail any place in that first date, nine out of 10, that person is not coming back. South Korea crowd


Yeah, maybe just two takeaways quickly here. JavaScript errors, there's always out there is the biggest problem is to understand like, where there's the most impact, and were you losing? Conversion? I think the two main things is one is it's very easy to add JavaScript to the page with Google Tag Manager. And that's why people are adding more and more JavaScript and not removing anything. One of the things that we usually see is when we install web eyes is I didn't know that we're using this. You're not but I mean, you're not paying for it, but it's still there. And there's many garbage JavaScript on the page. Remove whatever you can have a habit of like, at least once a quarter clean up, going into the Google Tag Manager, just remove wherever you can. The second thing is, don't put the JavaScript in the head, all third parties want to be in the head, we asked not to be in the head. Don't put anything in your head, because that affects immediately the load time. So to try to try not to put in, if it's critical, and the site won't work, if then the head, okay, understand, but otherwise, most cases, you can be in the body, that's fine. And don't stop monitoring, just make sure that you understand what JavaScript you're running, where they're running. And if they're impacting conversion rate. Low time I can talk hours about this, but this is like an endless cycle of you have to optimize, don't stop optimizing it affects conversion rate. I mean, there's ways to do that CDN differ image size. I mean, it's endless. It's like endless optimization. And the last is like a failed call. So there's all kinds of AJAX calls that are going out to the server that are affecting, I mean, yeah, okay, so any yatco call to the server that's failing is actually functionality that are working on your website. So it could be a review, it could be anything. So just make sure that you understand what kind of failed cause you have on the website and how it's affecting the conversion rate,


Tiffany Serbus-Gustaveson  36:28  

And party solutions that you may be working with. So in theory, I see that issue and then escalate it to my third-party provider and have them fix it. And that obviously is like the same situation as internal less friction with your partner, you have evidence to prove like you are the issue at hand and things get resolved quicker.


Uri Strauss  36:55  

Exactly. So it's very hard to speak with vendors. Because, you know, you tell them this is a problem this out or No, it's the same like between the tech and business, it's in the discussion. But this is a vendor. That bit more committed to you know, because you're paying money. So they're a bit more committed to it to find the problem. But usually, evidence is one of the biggest problems. So we have the evidence, and we do many cases also help facilitate that communication with offenders, because we're, you know, we speak both languages, it's taken business, and we know how to speak with vendors, if it's CD ends, if it's third parties, if it's, so we help out with that, too.


Tiffany Serbus-Gustaveson  37:34  

And I would assume that obviously cost savings because you're not having your vendor going, starting from square one trying to figure out the root cause when you've already done your due diligence. And here is that a platter and they can just get to work. Okay.


Uri Strauss  37:48  

It shortens the cycle a lot. The solution usually is much quicker. In many cases, just it's not the problem with the with a vendor, the problem is with implementation, at least we get a quick answer, we understand what needs to be done. The implementation is fixed. But But yeah, the cycles are much shorter. And we have less failures, that spectrum. Exactly.


Tiffany Serbus-Gustaveson  38:13  

Do you see with this solution, the opportunity also to see redundancy or areas where you maybe don't have to have that software solution or areas where you don't need to, there's redundancy happening per se. So you can save there too, with your software solutions and what you're investing in. Um,


Uri Strauss  38:36  

I mean, many customers have like session recording tools, like Hotjar, and clarity and those guys, which session recording is really important, we have a tool and we think it's strong. One of the biggest problems with session recordings is you have to watch hundreds of session recordings to understand what's going on. And that's one of the biggest bothers we hear this a lot from our, from our customers. We don't compete directly because we're not a session recording tool. And we also have session recording to visualize a problem. So the difference in my advice is you actually we extract all the information we presented, you know, we show you a friction point how much it's costing the LMS of the user saw all the sessions that had the problem. If you want at the end to visualize one or two sessions that had that specific problem, you can playback a session recording and visualize it. So takes like five minutes to drill from the $100,000 lost revenue add to cart is 20. Here the top five issues here the sessions that had the problem that takes like three or four minutes if you want you can also play it back and like watch a couple of videos, but you really don't have to. And once you have what buys you first of all, you save a lot of time debugging understanding where the problem is understanding those friction points and you don't have to watch hundreds of videos and you have to I hope that you're watching the right ones. Great. Good actually have friction. Yeah. The other thing


Tiffany Serbus-Gustaveson  40:08  

I noticed in our dinners this year, like top of mind for everybody that's attending is first-party data, like everybody wants to understand, like the customer doesn't matter what industry what you're selling, like, they want that customer journey. What does that customer journey look like? So, I think it's safe to assume even though that isn't the solution, per se, we're talking about, but it's giving you an insight to better understand the customer journey from most brands that we talked to have really no clue because you've invested heavily on Amazon and Amazon isn't sharing that, obviously, or cleaning it heavily before they share data with you. So is that something you're seeing with your clients is this to give a little bit more insight into that personalized customer journey? Um,


Uri Strauss  40:55  

so a few things. One is, I mean, we do personalize the journey with the Engage. So we do have like actions triggered on specific cases. And that's how we help out when there are friction points. Like you said, In the beginning, we're not a user journey analytics tool, per se. But you do, I mean, because we detect all the all the major crossroads that people have to go down to purchase. So so we're not looking man, if you don't GA, you have the, you know, there are 100,000 sessions going into here, and then the 100, set, and then 22 here, so we have that drawing, we don't do that. But what we do is we have all those points mapped out. We detect what is working, what's not working in each point how much friction you have on each point how much each point is costing you. To the session level, you can visualize it per session or per segment.


Tiffany Serbus-Gustaveson  41:57  

That is usually helpful for eCommerce team director level is really starting to get that understanding when you haven't been privy to anything. If you're relying on Vizio marketplace sites traditionally. So very good. Yeah. Very cool. Final opportunity here for questions, comments, put it into the chat. But they bought implementation, what does a solution like this require to implement?


Uri Strauss  42:27  

So I mean, we support we're platform agnostic. So we basically support any, any platform, the easiest way is just using Google Tag Manager, just add as a script on all pages, apply, publish, done, there's, this is really important to understand what the pain points with, for example, GA implementation takes two minutes, but then there's all the tagging, you want to make sure that you're tagging everything correctly, and there's a bit of development and etc, etc. With web eyes, you just put in the code. And that is it. And I do hear from customers that this is a promise that people tell them and then they don't fulfill a promise. This is what happens with mobiles, 100% of the times you put in the code, there's zero development, zero tagging is nothing that the customer needs to do from their side. Everything is done automatically from our side, whatever is not done automatically. We have an onboarding team that does it manually from our side. So there's zero work from the customer side


Tiffany Serbus-Gustaveson  43:35  

100%. Wow. So manual tagging is an obvious issue out there for a slew of solutions that are doing monitoring. But what is doesn't that require manual tagging?


Uri Strauss  43:48  

Right, there's no there's no tagging at all. Part of the onboarding is just to make sure that we collected all the information that we want to make sure that all the goals are tagged automatically. And if not, again, we do it manually on our site, it takes maybe half a day. And it usually needed once and you're good to go. But nothing is done from the customer side.


Tiffany Serbus-Gustaveson  44:09  

So in theory, you could be live within hours if not,


Uri Strauss  44:15  

to exactly so the data is real time. So from the second you install it, you have JavaScript errors and low time etc, etc. The goals take around 48 hours to be detected automatically. Whatever is not detected automatically, we do manually. After a few days, like three or four days you really have data there. And it depends on the size of the customer but usually after like a week or two. There's enough information for us to give that you go with information to understand the behavior to understand the friction, the lost revenue, insights, etc. Awesome.


Tiffany Serbus-Gustaveson  44:50  

Very good. I think we are at time any closing thoughts before we wrap up?


Uri Strauss  44:56  

Um No, I think we spoke About everything


Tiffany Serbus-Gustaveson  45:01  

Through a lot of power, I'm impressed. Again, I wish I had this solution six years ago, but I'm less gray hairs. Thank you so much for your time the content fantastic. We definitely encourage follow-up conversation with the web eyes team. And we'd love that conversation with you today. That's how we stay on top of the latest trends that's happening in the market. So feel free to email me at Tiffany@BWGConnect.com. And we can get some time on the calendar. So with that, it's a wrap you all thank you all for joining hope to see you at another event. Thank you so much. Great and have a lovely rest of the summer. It's going too fast. take everyone

Read More
Read Less

What is BWG Connect?

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution. BWG has built an exclusive network of 125,000+ senior professionals and hosts over 2,000 virtual and in-person networking events on an annual basis.
envelopephone-handsetcrossmenu linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram