Feedback Analytics

This week, Kampyle has launched a new feature that is sure to make waves: Google Analytics Integration. This new feature uses Google’s recently published API to integrate web-analytics data with valuable feedback analytics data, providing never-before seen insights on user behavior.

The benefits of web-analytics have been demonstrated far and wide, and the many millions of sites using GA speak for themselves. But the more evident the importance of Web-Analytics was, the more apparent it became that while knowing what your users did on your website is very important, knowing WHY they did it is what you need in order to understand your clients, and increase sales and revenues. This can only be achieved with the combination of feedback data and Web-Analytics, turning the information to actionable analytics.

Kampyle’s Integration with Google Analytics was designed to create an actionable, intelligent combination between 2 data sources that meet at specific, crucial intersections. These points of contact are shown in a simple, intuitive interface inside Kampyle’s Feedback Analytics section.

Using Kampyle’s GA integration, you can now:

- Benefit from Kampyle’s smart alerts, highlighting important information based on integrated data such as declines in traffic and/or feedback submission.

- Quickly indentify regional issues, by showing the countries where the most customer feedback was reported in comparison to general traffic.

- Quickly find out what the average grade and most reported issues were for the top landing and exit pages of your website.

….and much more!

Getting this crucial information is now possible using Kampyle’s Google Analytics Integration. Kampyle’s GA Integration solves the challenges associated with web analytics, while providing the only website feedback solution fully integrated with Google Analytics’ API.

You can start enjoying the benefits of Kampyle’s Google Analytics Integration today: no additional implementations or installations are necessary!

The GA integration feature is available for Silver service packages and higher. Click here to see it now, or here to upgrade!

Click here to register on Kampyle.

(P.S.)

We’ve only just released it, and there is already an important buzz around this new feature! Here are some of the things written about it on the web:

- “Q&A: Ariel Finkelstein on Kampyle and the future of analytics” (Econsultancy)

- “Customer Feedback Tool Integrates Google Analytics Data” (MediaPost)

- “Kampyle Adds User Feedback To Google Analytics (CEO Interview)” (VCCafe)

- “Kampyle offers reasons consumers abandon shopping carts” (BizReport)

This week, Kampyle has launched some of the most amazing features ever introduced in the world of Feedback Analytics. “Advanced Feedback Reporting” is the general name describing over 12 new Analytics pages that allows website owners to get more, better and faster insight into their customers’ needs.

Kampyle’s latest additions to the already impressive array of feedback analytics tools come in two sections: General Feedback Info, and Users’ Info.

The General Feedback Info contains information about the content of the submitted feedback itself, while the Users’ Info section contains information about the users who have submitted the feedback.

Here is some more detailed information about each new section, and its uses:

General Feedback Info

The General Feedback Info section provides website owners with the clear, detailed, and accessible data about the content of the collected feedback. Using the different pages of this section, website owners are able to save valuable time, getting the most elusive insights in seconds. The sub-menus of this section are:

Overview: provides the website owner with the main feedback “headlines” with regard to the content of the feedback. With detailed analysis of feedback over time, this section allows to quickly identify trends and changes.

Categorization: Lets website owners find out which feedback categories and sub-categories were most reported, and the average grades for each of these, thus identifying problems points in seconds.

Grade: Allows website owners to learn which issues are associated with the lowest grades to find and solve the most urgent problems.

Feedback Forms: Websites using multiple feedback forms are able to find out which issues were the most prevalent in each of the feedback forms in use.

Languages: Websites using multiple language feedback forms can now quickly learn which issues are most common within each feedback form language in use, in order to identify country-related issues in seconds.

Users’ Info

The Users’ Info section gives the website owner the ability to quickly locate and understand the causes that lay behind the feedback submitted by users. By analyzing the data relating to the users who submitted feedback, website owners can gain tremendous insights on their users, and the ability to understand and fix problems in record time. The sub-menus of this section are:

Country: Allows website owners to find the connection between the feedback submitted and the location of the users who submitted it. Any issues of a regional nature will be quickly identified using this feature.

Browser: Allows website owners to instantly identify whether some issues reported by users are browser-related, making possible to solve them as quickly as possible.

Operating System: Lets website owners find out if certain reported issues are related to the operating systems in use by their users.

Browser Language: Using this tool, website owners can quickly find out whether issues reported are related to the browser language settings configured by users who reported feedback.

Screen Resolution: Lets website owners instantly identify whether issues reported by users are related to their screen resolution settings.

Color Depth: Allows website owner to quickly find out if issues reported by users are related to the color depth configuration of the users who reported them.

Cookies: This tool allows website users to instantly learn whether issues reported by users are related to their cookies settings.

These new analytics capabilities give Kampyle users amazing insights into the thoughts and needs of their customers, and are sure to help them understand customers, and increase sales and customer satisfaction.

Kampyle’s new Advanced Reporting features are available for Silver Premium account owners and higher. Click here to upgrade now!

In addition to these amazing new features, Kampyle will be rolling out new, more powerful features in the near future. So stay tuned for more updates and impressive Feedback Analytics features!

We’ll be heading to Boston soon to exhibit Kampyle at the Internet Retailer 2009 Conference and Exhibition (IRCE). IRCE 2009 is the world’s largest online retailing conference, and Kampyle is very happy to be a part of it.

Kampyle will be the proud owner of booth number 450 at the Boston Convention & Exhibition Center, where IRCE 2009 will be held this year, on June 15-18.

Want to schedule a meeting with us? Shoot us an email!

Please drop by and pay us a visit – we will be thrilled to meet you.

See you there!

The Kampyle Team.

This week, Kampyle has released its latest development for Premium accounts: Automatic Feedback Forwarding.

How does it work? The Automatic Feedback Forwarding feature, as its name suggests, allows Kampyle users to have feedback items received on Kampyle automatically forwarded to email addresses: each feedback that arrives in Kampyle is simply forwarded to the email address of your choice, allowing you to keep up to date and read your users’ feedback in real time, all the time. This incredibly useful feature will give you and your company the flexibility you need to manage feedback as efficiently as possible.

In addition to the simple forwarding options, Automatic Feedback Forwarding allows Kampyle clients to easily create rules by which feedback items of specific characteristics are automatically forwarded to specific email addresses.

The Feedback Forwarding rule editor is simple and straight forward: for each rule that you create, you can select the feedback categories that you wish to forward, the email addresses you wish to forward it to, and the frequency in which you want Kampyle to forward the data (real time/ daily/weekly/monthly).

In other words: you decide what feedback items you wish to forward, when you wish to forward them, and who you wish to forward them to, and Kampyle takes care of it for you.

There are even more advanced possibilities: if you click on the “more options” link, new forwarding options will be displayed. These options allow you to:

- Forward only feedback items coming from specific feedback form instances.

- Forward only feedback items coming from specific feedback form languages.

- Forward only items with/without descriptions.

- Forward only items with/without the user’s email.

- Forward only items submitted through the feedback button, or through active request (push).

- Forward only items that received certain grades from users.

- Forward only items that were submitted on specific URLs.

You can also configure the alert’s content and settings to include the feedback provider’s data in the email, and to allow replying directly to him.

Here are just a few examples of what you can do with Automatic Feedback Forwarding:

- Configure Kampyle to send all feedback items received under a certain category (e.g.: “Bugs”), directly to the team who knows how to deal with these issues (e.g.: development team).

Or…

- Have the most important feedback, the kind you want to read in real time (such as feedback submitted on your sites’ shopping cart), forwarded to your personal email.

Or…

- Have feedback with low grading sent to your email, to quickly identify and deal with unsatisfied customers.

…the options are virtually limitless.

This new feature is very easy to use: simply go to the “Auto Feedback Forwarding” section of the “Settings” menu. Once there, you will just need to create a new forwarding rule using our user-friendly interface. In just a few minutes, you will have your new Automatic Forwarding rule up and running.

We would love to get your feedback and impressions on our newest development – so login, try it, and use the feedback button!

Not a Premium User? Upgrade your Kampyle account today and enjoy the benefits of Automatic Feedback Forwarding!

If you have any questions on this feature, or other issues related to Kampyle, don’t hesitate to contact our support team at support@kampyle.com.

Click here to register on Kampyle.

Kampyle is happy to announce the launch of the new Feedback Dashboard, which all of our users can already enjoy and benefit from as we speak. The new dashboard is the product of in-depth research into our users’ needs, hard work, and – of course – lots of feedback, for which we’d like to thank our customers. In the near future, we’ll be rolling out many new and exciting Feedback Dashboard enhancements for our Premium users – this one is only the beginning!

Here are some of the enhancements that you will encounter in the new Feedback Dashboard:

Feedback Timeline: This new chart will allow you to get an instant overview of the feedback status on your website. The chart displays the number of feedback items received on continuous timeline. One quick glance and you’ll be able to tell how many feedback items you have receive last month, compare to previous or the current months, indentify trends, and much more. With the Feedback Timeline, you’ll be able to measure your users’ sensitivity to changes in your website: new designs, new products, changes in the layout or even in service will quickly be reflected in this chart.

Feedback Headlines: Kampyle wants to help you get the important data without having to work hard for it. The Feedback Headlines do just that by bringing you 4 key figures in a clear, prominent display. Quickly learn the total number of feedback items received by your website, and the number of (unique) users who reported it. This will allow you to learn how active your website’s users are (on average) with regard to feedback. Using the Most Reported Feedback section, you can learn which issue seems to be the most dominant among your users. Lastly, use the Average Time on Site Before Feedback will help you to learn what kind of users submit feedback on your site. For instance, a very short average time on site before giving feedback may indicate, among other things, that users quickly are identifying a specific issue on your site within seconds of entering it.

Average Feedback Grade: Learn what is the current average grade that was given by your website’s users, in answer to the opening question on your feedback form. As a general measure of customer satisfaction, the Average Grade chart also shows you where you site stands in comparison to others by also displaying the global average grade of all websites using Kampyle. Use the Average Feedback Grade to see whether your website’s users are happy with your site or not, in just one instant.

Geographic Distribution: This interactive map intuitively displays the geographic distribution of users who have provided feedback on your website (darker shades represent higher feedback numbers). Place the cursor above a country to find out exactly how many feedback items were received from users from that location. The Geographic Distribution chart can help you, for instance, to immediately identify issues of a regional nature that have been reported by individual users.

Feedback Pie Charts: Our new pie charts help you to quickly get more information about the feedback your website has received, and how it is being managed. On the left, the “Feedback by Category” pie chart will show you the distribution of feedback by categories. On the right, The “Feedback by Status” chart will help learn how the feedback received is being managed – how many feedback items have or are being dealt with, and how many are still “new”. Using this tool, you will now be able to manage your feedback better than ever, by easily finding out whether you are up to date, or need to catch up on your feedback.

Are you a Premium Customer? Stay tuned! This latest change is only the beginning. Over the coming weeks, Kampyle will be making some great additions in the Feedback Dashboard…

Click here to login to your Kampyle account and enjoy these exiting new features now! Kampyle Premium Customers enjoy many more amazing features. Click here to upgrade your Kampyle account.

Kampyle’s flagship product – Website Feedback Analytics is celebrating its 1^st anniversary, and there is a lot to celebrate!

Only one year after the launch, thousands of websites are using feedback analytics as a way to improve customer satisfaction, and increase conversion and ROI. And these aren’t just slogans – Kampyle feedback reports show that overall user satisfaction from websites using Kampyle has increased by 17% during the last year!

We’ve served over 5 million feedback forms over the past year, to users in 191 countries. Website owners from over 100 countries are using Kampyle’s feedback form in 18 languages. Kampyle’s more than 10000 customers, operating in over 20 industries have used Kampyle to improve their websites.

Over the past year Kampyle has partnered up with some of the web’s most respected companies such as Amdocs, GoDaddy, Constant Contact, Bronto, oDesk and A2 Hosting.

Responding to increasingly high demand for new features, we have has recently launched our line of Premium Services which will be gradually introduced over the next few months. Although our clients already regard Kampyle as a “must-have” service, we are planning new features that will have online businesses come to see Kampyle as a cornerstone of communication with clients.

Kampyle’s first anniversary is a great opportunity for us to thank you, our customers, for choosing Kampyle, and to reaffirm our commitment to you: to keep providing you with the best Feedback Analytics service available on the web.

To login to Kampyle click here.

Kampyle is happy to announce its new partnership with leading email marketing tools provider Constant Contact. Kampyle has been making important steps forward creating valuable new partnerships for the benefit of our clients, and this new partnership is without a doubt yet another step in that direction.

Constant Contact helps small businesses, associations, and nonprofits connect with their customers, clients, and members. Constant Contact champions the needs of small organizations and provides them with an easy and affordable way to build successful, lasting customer relationships.

This is why Kampyle and Constant Contact are natural partners: both companies provide their clients with a new, efficient communication channel with their customers. Many of Kampyle’s clients are SMBs who need new, innovative, and efficient solutions to stay in touch with their customers. Kampyle is always committed to provide its customers with an ever improving set of services and features, so we are happy to provide them with a great and affordable option, specialized in the needs of small businesses, associations, and nonprofits. With that in mind, Kampyle is glad to offer Constant Contact’s capabilities to enhance the suite of features and services enjoyed by our customers, and their ability to communicate and dialogue with clients.

Click here to read more about Constant Contact

Click here to register on Kampyle.

Sometimes you need more than a really good service. When it comes down to your business, you need the extra “edge” that will provide you with real competitive advantages. Kampyle’s newest services, available with our Premium Service Packages have been created with this exact goal in mind, creating a full service that will help you maximize your website’s potential. We have been eagerly listening to our users’ needs, requirements and feedback, and after careful evaluation, we’ve been able to create our Premium Services Package offering that will take your business to the next level, enabling a personal communication with your users.

These are the first features, but there are more to come very soon. Upgrade your account now and let your business benefit from Kampyle’s advanced application.

Special Launch Promotion:
Prepay for 1 year and receive 2 months FREE
Upgrade now. .

Here is a list of the new premium services being released today. Over the next few weeks we will release additional services and functionalities. Upgrade your account now to enjoy the current and future benefits of the Premium Service Packages. If you are already a Kampyle premium customer, just login to your account and start enjoying the premium services in your premium service package

1. New Premium Services:

a. ‘From’ name configuration: You set the name that will appear in the “from” field of emails being sent from Kampyle to your users.

b. ‘Reply to’ email address configuration: You set the “reply-to” address of emails sent from Kampyle to your users, allowing you to direct your users’ responses to the correct recipients within your company.

All you need to do is enter the email address to which you want to direct replies to, and verify them using Kampyle’s verification email.

Find it on: ‘Settings’ (on the left navigation menu) > ‘Email Settings’.

c. Auto-reply email customization: Write your own auto-reply email, and make it fit your exact needs. This new feature lets you manage multilingual emails, and match specific auto-reply emails to specific feedback forms, allowing you, for example, to send different emails to users who left feedback on different pages.

Simply choose your emails’ subject and body text then save the changes you’ve done. You can also insert useful links using html code. Just above the email’s text configuration, for example, you’ll be able to choose your emails “From Name” settings, and have your company’s name appear in the “from” field.

Find it on: ‘Feedback Form’ (on the left navigation menu) > ‘Feedback Form Customization’, and press the ‘Auto Reply Email’ link next to your feedback form.

d. Set minimum time on site before asking for feedback: this new feature will allow you to choose how long you wish to wait before actively asking your users for feedback using Kampyle’s push mechanism. You are able to choose, for instance, to wait 1 minute from the time a user has entered your site before prompting him for feedback.

This feature couldn’t be simpler to use: choose a time period from a dropdown list in the embed URL section of the customization wizard, and that’s it. You will need to recopy the code into your website after choosing a value from the dropdown list.

Find it on: ‘Feedback Form’ (on the left navigation menu) > ‘Feedback Form Customization’, and press the ‘Embed URL’ link next to your feedback form.

e. Feedback button language selection: Want to ask your users for feedback in their own language? Kampyle offers you a selection of feedback buttons that match the language you’ve selected for your feedback form. Selecting your feedback form’s language in the customization wizard will automatically allow you to choose from a variety of feedback buttons in the chosen language.

Here is a small sample:

f. Advanced Account Settings:

• Time zone configuration: you can now set the appropriate time zone for your area, allowing you to know the precise time in which feedback was received.
• Privacy Protection: In accordance with local legislation, choose whether you wish your users’ IP numbers to be collected and displayed.

Find it on: ‘Settings’ (on the left navigation menu) > ‘Advanced Settings’.

g. View Filter: Filter the items in the Feedback Inbox showing items with or without descriptions and emails. You can also filter items based on the form of submission (did the user press the feedback button or did he provide feedback upon your explicit request)

Find it on: ‘Feedback Inbox’ > Top right corner of the Feedback Inbox.

2. Coming next on our Premium Package: Kampyle will soon be adding additional features that have not yet been released. Here are few of them:

a. Forward feedback item from within the inbox

b. User Management

c. Manage multiple websites on one account

d. Feedback Form Analytics page - analyze the performance of your feedback form and feedback button

e. Feedback Inbox folder management

f. “Canned” responses in ‘Reply to Users’

g. And more…

3. Some of our new features have been designed for all Kampyle users:

a. Re-organization of the menu: new, more intuitive left menu allows you to navigate Kampyle with greater ease and speed. Find exactly what you need in a single click.

b. Actively ask for Feedback -’Remind me later’: Your users can now choose to be reminded later to submit feedback, if the feedback prompting mechanism has appeared in an uncomfortable time.

c. Form of submission: Did the user press the Feedback Button or respond to your explicit request for feedback? In each item in the Feedback Inbox there is a new property called ‘Submission’. ‘Feedback Button’ for feedback resulting from user’s pressing on the Feedback Button and ‘Active Request’ for feedback resulting from explicit request for feedback.

d. Send Implementation code to webmaster: Easily ask your webmaster to implement Kampyle on your website by sending him the implementation code and instructions by email, through a simple link in the last page of the customization wizard.

With this set of new features Kampyle has taken Feedback Analytics to the next level, providing the usability, efficiency, and flexibility that businesses need. You can benefit from these new features today by upgrading your Kampyle account to one of our premium service packages. Simply click here, to choose the best service package for your business needs, and follow the simple payment instructions.

With Business Premium Packages starting at $99 per month, you can find the best package that meets your business needs. Click here to learn more about the different Premium Packages and upgrade your Kampyle service package now (not a Kampyle customer? Register here).

Upgrade your Kampyle account today, and start turning customer feedback to customer satisfaction, loyalty and conversion.

Kampyle is always seeking powerful new partnerships with companies that share our passion for unique, professional services. That is why we are very proud of our new partnership with oDesk. An industry leader, oDesk is a marketplace for online workteams, with the best business model for buyers and providers.

oDesk is a true asset as a partner, exposing Kampyle to buyers and providers in the world of online workteams that will be able to make great use of Kampyle in their present and future projects. For these buyers and providers, Kampyle is a great professional tool and a true competitive advantage in the form of a unique added value service.

In addition, here at Kampyle, we can now recommend oDesk as a great solution for some of the issues reported by users. As Kampyle customers know, some issues reported by users in Kampyle’s feedback forms are of a technological nature. Small and medium sized websites do not always have the resources needed to regularly answer all technical requirements and feature requests of their clients. oDesk is a perfect solution for those businesses, allowing them to find the best solutions, one project at a time.

We are sure that our partnership with oDesk will result in many satisfied customers on both sides.

Click here to read more about oDesk

Click here to register on Kampyle.

Many conversations we have had over the past year have revealed to us that there is a certain amount of confusion among website owners regarding the feedback tools available to them on the web. Many of them feel confused, or are not aware of the differences between the various services such as “Voice of Customer”, “Surveys”, “Feedback Analytics” etc. That’s why we thought they could benefit from a post explaining the available methodologies to collect the website users’ subjective data and the differences between them.

More and more website owners today understand the importance of knowing “Why”: “Why did the user behave as he did on my website?”

Measuring a website with analytics tools (objective data) just isn’t enough, because it leaves the website owner with too much guess work to do. There are too many possible reasons for each of the user’s actions, and there is a great need for tools that can help you make the best choices. For instance, why did a user abandon the shopping cart? Was it the price? Shipping issues? Or was it bugs; missing information; usability issues…the list goes on.

The big question is: what are the available methodologies to collect the subjective user-data and which one better fits your site’s needs?

Here at Kampyle, we usually see these as divided into 3 categories: Feedback, Surveys and Polls, and Idea Management. Here is a quick description of each one:

1. Feedback Analytics – (Kampyle Feedback Analytics) Provides website owners with the ability to create feedback forms that can be customized to fit the website and placed on all pages, so that website users can submit feedback in case they run into a problem, do not find something, have an idea, etc. A feedback button is visible all the time on each of the sites pages. Feedback analytics will provide you with page level and website level high quality (i.e. specific comments) and actionable data, allowing you to read and manage feedback and also get back to the users. The feedback will be accessible to you (the website owner) only, therefore protecting your brand, and making Feedback Analytics suitable for all lines of businesses. Feedback analytics also gives you the ability to prioritize feedback collection: you can choose to actively ask your users to submit feedback in the pages in which you feel that you need it the most, using a pop up mechanism (you might want to use this option in your site’s shopping carts for instance). The ability to choose the location as well as the frequency of this pop-up makes this a very non-intrusive approach. The data can also be integrated with Web Analytics, allowing you to understand both the ‘What’ and the ‘Why’. This flexibility makes it suitable for all lines of business.

2. Surveys and Polls – (Most popular tools: SurveyMonkey, 4Q, OpinionLab) by using these methods you will get high level understanding of what’s going on your website. You can ask your users to answer 5/10/25 questions that you’ve composed in advance and get a statistical review of their answers. You can use this option to ask ‘site level’ questions such as: “Where did you hear about our site”, “What are you looking for”, “How old are you”, etc. The answers to those questions can help you to know your users better, but will not necessarily help you to find problems in your shopping cart, missing information and products etc. The fact that the data is ultimately statististical might cause the solution to be relevant mainly to large websites with a lot of traffic. This means that not all lines of businesses can benefit equally from it. Some issues need to be addressed, such as how to initiate the survey without annoying your users.

3. Idea Management – (Most popular tools: GetSatisfaction, UserVoice, SuggestionBox) Have users suggest ideas, report problems, vote for other users’ ideas and have them made publicly available to all. This solution resembles live forum with an open discussion about your products. It can be very helpful to reduce support efforts, since in some cases people will see that their comment, problem or solution has been reported previously. It may also be useful for businesses looking to use their users to publicly vote for their next development steps. This solution can, however, damage your brand, in cases where lots of users report complaints, and others see them. This makes this solution less suitable for certain businesses for which this would be a sensitive issue.

For the benefit of our busiest readers, here is all that information in one “Executive Summary” table:

For those of you who wish to go into further details, we’ve prepared the following table which contains an in-depth comparison of the various subjective data collection services available. The table is divided into categories representing characteristics of the services (General, Submission, Results), and sub categories representing specific features:

We hope that this explanation will have clarified several issues for website owners searching for subjective data collection solutions.

Click here to register on Kampyle now.