Diabetes is a disease that affects the entire family. Whether you’re a parent, sibling, or child of someone suffering from diabetes, your support and understanding can make all the difference. The American Diabetes Association (ADA) provides the resources to help families adjust to life with the disease. The Association funds research, delivers quality services and provides individuals with credible information. It now uses the Web to deliver many of those offerings, and the forward-thinking group realized the Internet also opened up a two-way communications option that could be used to improve every aspect of the Association’s work.

The ADA has many constituencies and an eagerness to listen to feedback from those groups. Beyond family members and healthcare providers, the organization offers invaluable support to its online community, a group of individuals that understands the unique challenges posed by the disease. Because of its growing online presence, the ADA needs to ensure that its website can meet and exceed the needs of more than 50,000 people each day. Digital marketing manager Jill Ammon has told us, “People need this information to learn how to manage their diabetes, and we need to know we’re delivering it clearly and effectively.”

When the association discovered Kampyle Feedback Analytics in 2009, it was able to instantly craft a real-time communication channel with its visitors. Today, the organization receives more than 1,000 feedback forms per month, and it is able to incorporate the “customer” voice into the website’s offerings. Our solution has helped the Association instantly detect glitches in popular tools, improve aspects of online and offline support, and design distinct content pieces aimed at delivering portable and packaged meal-planning tools.

READ THE FULL CASE STUDY >

It’s quite simple, really: the more relevant the feedback form, the more relevant the feedback.

But this isn’t true just for the feedback form – it is also highly relevant to the feedback button used on the site. After all, the feedback button is the first contact that your users will have with your feedback form (and we all know the importance of first impressions…).

Kampyle offers all customers several options for their feedback button, with several designs, colors and languages available for all tastes and websites (you can downoad and see them all here). Some of Kampyle’s customers have really understood the importance of making the feedback form “their own” and really integrating it with their website. These customer simply created a feedback form of their own to use on their site – and the results are really great!

We have recently gathered a few examples of customer-created feedback buttons (some of which you can see in this post) which we thought looked really nice, and added them to Kampyle in a new document. We thought that it would be a great way to encourage everyone to do the same and create their own buttons.

Does your site have a customized button? Share your inspiration – leave a comment with your site’s url for everyone to see!

If you would like more information on customizing feedback buttons for your site, visit our forum, or contact our support team.

Thank you,

The Kampyle Team.

The webinar was a great success: 3 businesses told attendees how they managed to use and leverage feedback in different ways to enhance their business processes, improve their site and increase sales.

For those of you who were not able to attend, or those who did and wish to see it again – we’re happy to bring you the recorded webinar here on our blog.

We take this opportunity to thank our speakers:

• Roy Hessel, CEO, EyeBuyDirect.com
• Matthew Niederberger,Web Analyst, TUI Netherlands
• Paul Downs,CIO, citybeach.com.au

thank you all again for sharing your experience and insights with us!

In addition to this latest webinar, Kampyle is now holding weekly webinars on various topics, whose main aim is to help customers learn about Kampyle and how to get the most from it. You can view our available webinars and register in our our new Webinars Page.

Thank you,

The Kampyle Team

Canned messages are meant to allow you to be able to save the most common responses to feedback – those that you find yourself replying to customers time and time again – and re-use them in just a click, instead of needing to write them all over again each time.

There are many uses and benefits to this new feature, but here is a short list that mentions the main ones:

1. Customize a default reply to customer feedback

Until canned messages, when replying to customer feedback, you would get the default response proposed by Kampyle. Naturally, we always made sure that you are able to change and customize this response, but the changes would not  be saved.

Canned messages allow you to write and save a standard default reply “template” to your customers who submitted feedback. Your new template can include coupon codes, special offers, links, images and other html elements to make sure that each feedback replies from your company are fully branded and looks great.

2. Save time replying to FAQs

Like every business, you probably have some “Frequently Asked Questions” in your feedback. With canned messages, you can save valuable time by simply preparing the answers in advance and choosing them when relevant. You can even mark several feedback items which relate to the same issue, and reply to all of them with the same pre-saved message.

3. Standardize your company’s communications with customers

Whether because you have several employees using Kampyle, or because you want to make sure that all you communications with customers are consistent and useful: addressing  customers in a clear, single voice is an important goal for any company.

Canned messages allow you to pre-save responses for all types of feedback, making sure that your employees reply to it with the same tone and attitude that represents you company’s identity best.

PS: You can also use canned messages when forwarding feedback to colleagues and co-workers…

Technical Guide: Using Canned Messages

Here are step-by-step  instructions on how to use canned messages. The process is simple and intuitive, but we added some numbered screenshots to make sure that it is even easier to understand….

a.  Go to the Canned Messages folder in the Feedback Inbox section of the left menu

b. You can manage your responses by creating new folders that will contain your canned messages. To create a new folder, click on “New Folder” and enter the name of the folder you wish to create. I this example, the new folder is called “Support Replies”. Once the folder is created, click on it and choose “New Message” to start creating feedback response.

c.  A message editor will open. In this editor, you are asked to choose a message name (by which you will be able to recognize it for future use), a subject for the email, and the body text for the actual response. As indicated in the right side of the editor, you can use several dynamic fields: ####USER_EMAIL#### (inserts each user’s email), ####SHORT_URL#### (inserts the company url), ####COMPANY_NAME#### (inserts the company name), ####LOGIN_USERNAME#### (inserts the name of the Kampyle user who is using the selected message). You can also use html code to enter links and images to brand the message to your company’s needs. When you are finished, click “OK”, and your new message will be added in the required folder.

d. Once the message has been added – you can start using it immediately. Just go to the relevant feedback item(s) in the feedback inbox, and choose “Reply to User”(s) either in the feedback item box or in the inbox menu.  The Reply box will open, and the option to use a canned message will appear just above the subject field. Select the relevant canned message, and it will appear in the reply box automatically.

e. The feature also allows you to save a new canned message directly from the reply box. This may come in handy when you would like to save a message that you have just drafted for the first time when replying to feedback, to avoid the need to write again in the future. To do this, simply write your new message, and select “Save as Canned Message” in the reply box.

As always, we will continue to add new features and functionalities (based on your great feedback) in the near future – so stay tuned to for our next updates!

Kampyle will be holding a free webinar this Thursday, July 29th at 1:00 PM ET, in which 3 businesses will discuss how they have leveraged customer feedback collected with Kampyle to:

• Increase online sales by 30%

• Open a new communications channel with visitors

• Identify & address obstacles to conversion

Speakers:

Roy Hessel, CEO, Eyebuydirect.com

Matthew Niederberger, Web Analyst, TUI Netherlands

Paul Downs, CIO, citybeach.com.au

A Q&A session will follow the presentations.

We are happy to invite all of you to join us on Thursday, July 29th at 1:00 PM ET.

All attendees will receive a free copy of Best Practices for Enlisting Website Visitors to Improve your Website.

We hope to see you there!

Our manufacturing customers are doing some incredible work with their customers using Kampyle’s feedback analytics. Kennametal, one of Kampyle’s longstanding customers, is using direct customer feedback to shape its supply chain process and e-commerce capabilities on a daily basis.

Kennametal is a large company – 12,000 employees in 60 countries and annual sales of $2 billion. It would be easy for this manufacturer of metal cutting and steel tooling solutions to lose touch with its users. However, the 70-year-old organization is first in every global market it serves, in large part due to its emphasis on helping its users succeed. The idea that Kennametal wins when its customers win has been at the core of the manufacturer’s business since its founding in 1938. Feedback analytics builds on that corporate ideal by linking customers directly to businesses so they can clearly communicate their needs, with or without words.

Kennametal wanted to translate this strong customer commitment online so it implemented Kampyle almost two years ago to invite as much customer feedback as possible for its website and e-commerce sales. The feedback has enabled Kennametal to make several significant changes to its website that have directly improved its conversion rates.

For example, Kennametal website users indicated through their feedback that they wanted more information about warehouse locations and estimated delivery times before they decided to purchase products. Kennametal listened and implemented a color-coded system for customers to view when shopping so they would know everything about their warehouse locations prior to purchasing. Customers immediately reported greater satisfaction levels and sales increased.

Kennametal is also rolling out a project to provide clearer cross marketing between its tools and related accessories. The decision to create this addition to the website was based solely on customer input.

For more information, please read the complete Kennametal case study.

There are government agencies of all sizes and across the globe that fairly earn reputations for being unapproachable. Local regulations, lack of resources and red tape often come between the people who run a city, state or province and those who live in it.

The six councils surrounding Dorset, England did not want to fall into that category. They joined forces to create a municipal website that would facilitate services to residents, businesses and visitors and foster a closer relationship with constituents. The site, DorsetForYou.com, initially relied upon a survey to gauge users satisfaction, but quickly realized the limitations of that method of interaction.

Government agencies often have very strict accessibility policies designed to make sure that all citizens can enjoy the best services without discrimination. This means that DorsetForYou were looking for a service that would answer their feedback needs as well as comply with their accessibility requirement. That’s why Kampyle being Section 508 compliant, as well as committed to the highest accessibility standards was an important part of their choice to use Kampyle.

DorsetForYou.com implemented Kampyle Feedback Analytics in early 2010 to invite more authentic, user-driven conversations. The group has had an average of 10 to 12 feedback items per day, with some days as high as 20 submissions. In only the first two months of using Kampyle, DorsetForYou.com users highlighted areas of the site that they thought needed improvement and left feedback commending the site’s strengths. The councils are now in the process of integrating Kampyle with Google Analytics and creating quarterly reports combining feedback analytics with more quantitative data for even greater insight.

The feedback process was so successful that DorsetForYou.com’s team created a page highlighted all the great feedback they received using Kampyle.

Based on visitor feedback, DorsetForYou.com has improved the layout of specific site areas, offered download options for high-interest documents and categorized feedback for easier delivery to individual boroughs for quicker follow up with users.

Read more about our work with DorsetForYou.com in our new case study.

City Beach Australia – a retailer catering to young people who love skating, surfing and urban fashion – is known for the inviting atmosphere of its 60 locations across Australia. The company’s physical stores are fun places to hang out, with skate parks, DJs and other diversions to augment its apparel and accessory offerings. City Beach wanted to replicate that feeling on its website.

We helped them make that happen.

In its first month of using Kampyle Feedback Analytics, City Beach Australia fielded 850 submissions from users that shaped the company’s approach to creating a hip website that matches the feel of its successful stores. City Beach made the most of that customer-delivered information, integrating Kampyle with Google Analytics and funneling pointed critiques to stakeholders in its marketing, e-commerce and contact center departments.

The results are as cool as hanging ten on a juicy wave.

Since implementing its new website initiatives including Feedback Analytics, City Beach Australia has seen a 30 percent increase in online sales and a 25 percent increase in conversion rates. The company has fulfilled its vision of using its greatest asset – its customers – to create an online store with the ambiance, appearance, products and functionality that drive sales.

Click here to read more about City Beach Australia’s success with Kampyle in our new case study, or check out the new video:

Feedback Comments

Thanks to this new addition, you can now:
-  add your notes to feedback items
-  notify co-workers of action taken on a feedback
-  add keywords to feedback items for searching, grouping and analysis

You can later find all commented feedback in the new “Commented” folder that we have added to the Feedback Inbox’s left menu.

Adding a new comment is extremely simple. Just choose “Add Comment” in the “more” menu and enter your comment (click on the image below to see each step).

Feedback Status Management

Managing the status of feedback items (new/in progress/completed) allows you to get a quick snapshot of where you stand with your feedback. By consulting the “Feedback by Status” chart in the Feedback Dashboard, you’ll be able to quickly tell whether you are up to date on your feedback, or whether you need catch up on a few items. Keeping the status report up to date is not much easier: have you just read and responded to a group of feedback items? Mark them all as “Read and Completed” in just 1 click in the More Actions menu! By simply choosing the feedback items that have been read and no longer require any action, and marking them as completed (see image below), you can manage your feedback inbox more efficiently for you and your colleagues.

These new features are the result of the need to effectively manage feedback from the feedback inbox, which was communicated to us by our users. Thanks to your ideas and suggestions this task will now be significantly easier!

Keep sending us your great feedback and let us know what you think about these new features!

thank you,

the Kampyle Team

IRCE 2010 is coming up this week in Chicago, as we have updated on the blog last Monday.  Kampyle is going to be there, meeting retailers face to face, showing them why Kampyle is best solution for any e-commerce website’s feedback needs.

As always, we’re not just going to ask them to take our word for it. Kampyle has accumulated vast experience working with online retailers around the world. Many success stories later, we are excited to share this experience with the online retailers that we will meet in Chicago. Many Online retailers have chosen Kampyle and have experienced amazing results. Some of them have shared them with us in various case studies, such as EyeBuyDirect , Getprice , InkjetSuperstore.com and Surfstitch.

Here are a few highlights:

“EyeBuyDirect.com has seen a 30% increase in conversation rates.”

Matan Armoni | Ecommerce Director, EyeBuyDirect

“We have had an 8% increase in conversion ratio since using Kampyle because it lets us provide personal and immediate contact with our customers.”

Ilan Douek | CEO, InkjetSuperstore.com

“Kampyle is nothing short of a blessing for us. We needed a tool to give our consumers a candid voice which in turn allows us to fine tune every aspect of our operations.”

Lex Pedersen | Managing Director, SurfStitch.com

Naturally, we will be adding more success stories from internet retailers working with Kampyle in the near future. But in the meantime, meet us in Chicago at the IRCE 2010, booth 478: we will be more than happy to show you how your business can be the next Kampyle Success Story!

We are looking forward to see you there.

Thank you,

The Kampyle Team