Bizrate Insights Launches New Abandonment Survey Platform

LOS ANGELES (June7, 2016)  Bizrate Insights, a division of marketing solutions firm Connexity, today launched a new Abandonment Survey platform that now can recognize when a consumer is about to leave a retail website and triggers an invitation that gives retailers an opportunity to offer help and save the sale.  The new platform can identify the point of abandonment automatically and connect the stage at which a customer leaves the site with the reasons why they leave and what is needed to get them back to complete the sale.

“The new survey platform allows us to easily uncover hidden obstacles to purchase and suggest solutions to close the sale and reduce future abandonment. It enables multiple invitation points and flexibility for how and when retailers deliver Bizrate survey invitations. Retailers can choose to trigger surveys based on factors such as the percent of the page scrolled, specific pages visited, or even a custom identifier they define such as visitor demographics,” says Hayley Silver Vice President, Bizrate Insights. “Furthermore, the enhanced platform allows for a rotation between a survey and other messaging, such as a special promotional offer or newsletter sign-up.”

Bizrate Insights’ omni-device buyer and abandonment surveys enlighten 6,000+ retailers in North America and Europe about the consumer experience shopping on their site and their competitors’ sites.

“The more completely retailers can understand when, where and why shoppers abandon their carts, the better chance they have to save the sale,” says Sucharita Mulpuru, Vice President, Principal Analyst at Forrester. “A platform that will be able to shine a light on the drivers of abandonment is invaluable.”

Bizrate Insights abandonment studies suggest that about 15% of abandoners come to an online store with the intent to buy, but then leave. The rest of shoppers may just be casually browsing or are further down the funnel, preparing for a future purchase. When looking at abandoners who came with an intent to buy, Bizrate identified key differences in their reasons for leaving depending on where in the funnel they abandoned-visit, cart or checkout.

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