Site Searching with Google Analytics

Name: Site Searching with Google Analytics
Author: Christopher Pittman

Resolving customer drop off and pain points

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Course: On-Demand

In this video, I'm gonna talk about customer drop-off and pain points within a website, kinda how we spot those, what those are, and some discussion of how we go about mediating those, once we realize that we've had some customer issues. Now, to understand customer pain points, it's going to often represent itself as customer drop-off at a certain area. This could be a 404 page. It could be something in your website that customers aren't understanding. It could be they get to a certain spot in your process and stop. That could be a step where we need to dig in and actually look at what's going on and actually look at what's going on with that particular step. I've pulled up an example here of what I would consider a pain point in this website. This is our garden website that were used for demonstration purposes here. This is user path exploration. This is a report that I absolutely love for this purpose, because it's going to show me how far the customers got into our website, what pages they clicked on, what actions they took, and where they went to. what actions they took, and where they went to. That's really important, really, really important. Let's look at some of these things here. I went ahead and I've added title and screen, so that we can put it here in our toggles. When you load up this report, it's all event name. For this purpose, I went ahead and expanded all this out, because it does take a little bit of time to load as you click through it, but it's something that you really need to be familiar with is this path exploration report, because it's going with is this path exploration report, because it's going to tell us what pages that the customers have clicked on, and where they stopped, okay. and where they stopped, okay. This is an eCommerce website. What we want is customers to go all the way through to purchase. What you see here is in these examples, we have multiple checkouts, multiple add to carts, add to carts, but what we don't have is a completed checkout. For this example, I would want to know why. I'm having people go to checkout, but not make a purchase. That could be shipping. It could be the payment portal's broken. It could be a number of factors within the website backend. It could also be delivery times now. Since the pandemic, we're seeing an issue with delivery times, and customers actually being honest about their delivery times and customers saying, "No, we're not gonna purchase your products, because it's gonna take eight weeks to get." We're seeing that quite often, but for this website, you see cart checkout, cart, checkout, cart checkout, but no purchase. Each of these, you expand these out and it'll tell you what steps that the customers went to. Obviously, seeing refund and return is something Obviously, seeing refund and return is something that we will want to consider, because that's come up several times. Make sure that that's on par with any competitors. Make sure that that's on par with any competitors. It's always worth taking a look at your competitor's websites, and making sure that your refund and return policy is clear, concise. It should, the extent, possible benefits the customer, or at least makes it easy for returns. Don't overcomplicate your return policy 'cause customers don't like that. For this example, we've got, again, cart checkout, cart checkout, cart checkout, but no purchase. No thank you page. This would lead me to conclude that we do have an issue on the checkout page. In a future video, we'll dive through that checkout page and see what that might be. and see what that might be.

Advanced Provider : Christopher Pittman 4 Lessons · 20m in Arabic, German, English, Spanish, French, Portuguese, Urdu, Chinese

Course Description

Customer pain points often present as a customer drop-off, ending the users' journey on the given website. This means that finding and addressing these issues on the website is one of the most critical issues that can be discovered, verified, and corrected using in part Google analytics. These lessons drive into the major pain points and how to spot them within Google analytics 4. This course covers the techniques that can be used including, setting up the user path exploration for monitoring user pain points.

What You'll Learn

Use user path exploration in Google Analytics 4 to monitor for user pain points
Identify customer drop-off and pain points on a website
Troubleshoot customer drop-off using Google Analytics 4
Explain how user pain points can affect eCommerce website purchases
Analyze how website navigation and searchability contribute to user drop-off
Explain how website load speed and performance issues attribute to user drop-off

Key Takeaways

Customer pain points often present as a customer drop-off, ending the user's journey on a given website.
Finding and addressing website issues is one of the most critical tasks, and it can be discovered, verified, and corrected in part using Google Analytics.
Setting up user path exploration in Google Analytics 4 is a technique for monitoring user pain points.
Navigation and load speed issues can both contribute to user drop-off.
User pain points can affect purchases on an eCommerce website.

Frequently Asked Questions

What does this course cover?

The course covers the major customer pain points and how to spot them within Google Analytics 4, including techniques such as setting up user path exploration to monitor user pain points. Lessons address website customer drop-off and pain points, troubleshooting customer drop-off, website navigation and searchability, and website performance.

What skills will I gain from this course?

The course develops skills in Analytics, Customer Analysis, Customer Analytics, Google Analytics, User Analysis, and Web Analytics.

How does this course relate to eCommerce websites?

It explains how user pain points can affect eCommerce website purchases and how navigation and load speed issues attribute to user drop-off.

What Google Analytics version does this course use?

The course focuses on Google Analytics 4 and covers techniques including setting up user path exploration for monitoring user pain points.