Contact page lead optimization
-
Hi,
I have a client whose contact page is the second most visited after the home page.
However, there is a 93.65% abandonment rate on the contact page.
This could be for a number of reasons:
- There is a phone number on the page, so people may call the firm
- There is a Google Map on the page, so people may get directions
The top next pages are:
- Exiting the site (about 50%)
- Returning to the home page
- Going to the About the Company page
- Going to the Distributors page (the company is a manufacturer)
What is the best way to analyze the performance of this page?
Thanks,
Josh
-
Thanks. I am trying to get the client to do this...Hopefully that will happen soon. We are also adding a live chat capability.
-
Sorry for the delayed response. The data I provided is indeed correct. Here are more details from Google Analytics for all of 2011:
This page was viewed 1,726 times
<dl id="AnalyzeConrol" class="ctrl">
<dt>Analyze:</dt>
<dd>Content Detail</dd>
</dl>
<dl id="ContentControl" class="ctrl">
<dt>Content</dt>
<dd>/contact/index.php</dd>
</dl>
<dl id="SegmentControl0" class="ctrl">
<dd>None</dd>
</dl>
* 1,726
Pageviews * 1,422
Unique Views * 00:02:08
Time on Page * 52.75%
Bounce Rate * 42.47%
% Exit * $4.61
$ Index -
Gianluca,
The free version of click tale allows you to record 400 page views a month on any page (not just the most viewed) but you can only record 100 per week and you can only the view 2 page visits. So if people are landing on the homepage and the going to the contact us page - the free version should suffice.
Other areas such as heatmaps etc. will onyl work on the most visited page (which in this case would not work) but there are other services that provide this tracking if required.
Plus as a side note, there is no need to enable clicktale on every page - the user might only enable it on th contact us age - in which case he will have access to all of the heatmaps, recordings etc.
-
You could also consider using a tracked phone number so you can measure call conversions. I use http://www.kall8.com/index.php
-
Just a suggestion to add to the answer by Gary:
- Clicktale: the free version and bronze option are not enough to see the recorded sessions of more than the most visited page. Being the form page the second, you would not be able to see any record. Subscribe for an higher option (silver, for instance) for just one month. Time enough to record a sufficient number of sessions in the form page
- Clicktale offers also the possibility to see a form funnel analytics, that show you if people has filled or not a field.
- To verify if people is not filling the form because of the phone number, you could ask to your client customer care (or who answers to phone calls to that number) to simply ask to the client how he got to know the number itself
- Heatmaps can give you hints about the google maps success.
- Another way to track the use people of the form is to use jQuery and Google Analytics as explained by Duncan Morris in this post on Distilled: http://www.distilled.co.uk/blog/conversion-rate-optimisation/using-jquery-and-google-analytics-events-to-track-form-abandonment/
-
Great idea. I have used ClickTale on this site before... definitely a good idea.
-
There are possible a few reasons for this:
1. The user is filling in the contact form, but then decides not to send it
2. The user is filling in the contact form, but then can't send it because of an error with validation or something server side
3. The user is filling in the contact form, and is sending it (you don't specifically say that they don't take any action on that page)
4. a percentage of the users will almost certainly be looking at the contact page for social proof - is there an email address I can copy, is there a physical address, do they have a phone number, is there an easy complaints procedure etc. - these people will then often navigate on (back to the homepage or another site page)
5. People might want to see where the company is based and then decide that the company is not relevenat to them because they are from a different, country/state/country/town/city/etc.
Plus, I'm sure there are a million other reasons.
I recommend installing ClickTale on the site. The free version of the product should be sufficient to gather some video recordings of what the userts are actually doing on the page. This is the best way to see what the user is doing (but not a great way to know what they;re thinking! - although you can make some educated guesses). Check it out at http://www.clicktale.com
-
Hi Joel,
The time on page is: 00:02:10.
Yes, there is form on the page. I have been trying to get the client to add a chat application, but they are worried about getting too much business.
I don't feel comfortable sending a URL because of client privacy concerns.
Thanks for your help.
-Josh
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
We changed our domain, I used the move tool in Google Search Console and I am having our site redirected and go daddy, and now I spoke with someone who suggest we do a 301 redirect for all pages on our site and I’m not sure that’s the correct move.
We just changed our domain name after 15 years. when I bought the new domain name I called Go Daddy and they instructed me to contact my google G sweet admin account and change all of our emails over which I did and then I went into Shopify who is my host and changed my primary domain there and then I went back to Go Daddy and had my old website forwarded to my new site. since then there has been nothing but problems with Google. my product feed from my merchant center account has been suspended three or four times now, I tried to rename and move all of my Google accounts from my old domain to my new one, but I am not an SEO person... after making the changes I have started google chats with analytics department with the merchant center with Google as they all keep saying that it looks fine but I’m not convinced because the product feed keeps getting disapproved. So I posted an ad for help and the Guy I spoke with suggested I do a 301 redirect for every single page on my old site, But I’m concerned that might confuse things further? I’ve already started the move in Google Search console And in Shopify I added the old domain back into the domains section and am having it redirectEd that way too... I guess I’m just looking to know which way I should proceed, any and all advice is warmly welcome thank you in advance Maureen
Conversion Rate Optimization | | TooFast130 -
App Store Optimization - Google Play Console A/B Testing: Should I Optimize for Active Devices or Users
Can't seem to find any ASO type of communities to ask this question to and since the Moz community has been so helpful, I thought I'd try this out. I've been doing A/B Testing for featured graphics on the Google Play Store. There are segments of active devices and users and I've been keeping track daily for ~1.5 months. The data that I have written down displays that active devices shows a positive, however users show a negative. Google Play Console choose to display the scaled installs for active devices. When we do A/B Tests on Google Play Console, should we choose the winner based on the active devices or users?
Conversion Rate Optimization | | imjonny1230 -
Too many pages or not enough?
I have an SEO question for you: My client is building a new website and wondered about individual pages for his items, let me break it down for you... He sells display cabinets, one of which is a shot glass cabinet. He has 5 types of the shot glass cabinets, that come in 3 different types of wood, 2 different mirrored backings, and with or without a locking mechanism... Now is it better, SEO-wise, to create 5 pages for his shot glasses, with the selectable options, or is it better to create a different page for each of his shot glass cabinet options? This would mean something like 24 different shot glass pages. He feels that the more pages he has, the more lines he's throwing out there looking for a bite, but he, and I, don't know if that is necessarily a good thing for SEO. The pages would be named slightly differently, but the copy on each page would read just about the same... What do you think? 5 pages with options, or 24 pages again with the ability to change the options. Side Question: If more pages is the way to go, what would be the draw back when he does this with his other 8 cabinet types and their multitude of configurations? Thanks for the help!
Conversion Rate Optimization | | robertsteck0 -
Creating leads with minimal traffic
I'm working for a client who is in a very tight niche. They offer a service which can come as part of a new build or installation to an existing building. The problem is the the traffic volumes are very targeted and very low, but a single sale can be very lucrative. Another problem is that it is very difficult to determine who the converting visitor will be as depending on the potential project it could be an owner, PM, architect, designer and on... There are no clear cut decision makers, it's always on a case by case basis. Because of this the client is baulking at any attempts to gather contact details because they are arguing it may not be the decision maker and in their industry they know it will cheese people off parting with contact details and it "may not be the right person anyway". I am looking at encouraging exploring ideas based around a traditional newsletter, whitepaper, survey etc. Has anyone else had experience in this kind of scenario where search volumes (organic, PPC) are low enough that the timeframes for testing any value become uncomfortably stretched and even then difficult to determine any general trends?
Conversion Rate Optimization | | MickEdwards0 -
Rel="author" On Normal Pages
Hello, I know you can add rel="author" to blog posts but has anyone tried adding them to normal pages? Does it work? Does it improve CTR? Thanks, Scott
Conversion Rate Optimization | | ScottBaxterWW0 -
Conversion optimization with Optimizely, impact on SEO
I am looking into signing up with www.optimizely.com for conversion testing. They put scripting on my site which will then redirect half of my site visitors to an alternate home page. The site I want to test on is ranking quite well with Google and I do not want to hurt my rankings. And with this set up,what Google will think is my home page is not and so I am essentially sending visitors to a different page than Google reads as my home page in source code. So, my concern is whether this will have a negative impact on my SEO rankings to redirect 50% of site visitors to a different page using this testing tool? I would use Google Web Site Optimizer, but many of my sites are in Wordpress and it seems that Wordpress and web site optimizer are not so compatible. Advice would be appreciated. Thank you, Robert
Conversion Rate Optimization | | Robertnweil11 -
Landing Page Conversion
Hi, I'm having a few issues with my landing page conversion. I have followed several guides found on this site (especially the unbounce.com ones) but what'ever I try my landing page CRO doesn't seem to increase. the landing page in question is http://www.drivingtestnow.co.uk/find-driving-test-cancellations. I'm getting traffic to my landing page solely through PPC traffic from Google. My stats are rough as follows: Arrive at landing page - 100% (obviously)
Conversion Rate Optimization | | perfectweb
Click through to buy now page - 15-20%
Actually complete the buy now process - 1% Conversion from organic traffic landing directly on the homepage at http://www.drivingtestnow.co.uk is having a conversion rate of about 5%. It seems odd to me that my highly targeted ad campaign and landing page are convertign so badly compared to the less atrgeted organic search traffic and homepage. Have you got any ideas why this might be occurring and also any tips on how I can improve the conversion rate for my product? Gary...0