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
-
Is anyone aware of stats stating how many people abandon pages the deeper they get in a site?
For example, let's say someone enters via a landing page, and instead of having a form there is a button to a form. What percentage of people will click the button and fill out the form vs if the form was right there on the page? Basically, I am trying to figure out what percentage of users do websites lose for every click a user makes on the site.
Conversion Rate Optimization | | Firestarter-SEO0 -
Top 10 Lead System Solutions ?
Recently one of our clients ask us to bring him more leads to his website. It's basically click on my ads to invest your money concept. As it's a ROI+ opened budget we said 'Yeeeeeeeeeeeeeaaaaaaaaaaaaaaah' ! But soon we realized that the guy was ever doing: Ads, Banners, Newsletters .. As it's more a one time request concept, we don't have so many solutions. But who knows. Maybe we can come with a top 10 tools to use in this context. Anyone ever faced the same situation ? Here are the first options that come to my mind: Ads Google Banner on other websites Newsletters Co Registration .... If anyone has some good ideas, I'll be pleased to sub contract a part of the project ! Tks moz faaaaaaaans 😛
Conversion Rate Optimization | | JoomGeek0 -
Is putting an email address in the page title a good idea?
As our Contact Us page title was a little short I added in sales@example.com So "Contact us : Sales@example.com" We don't get a lot of spam and it hasn't noticeable increased since we did this. Tynt suggests that a reasonable number of people have copied and pasted the email - presumably to contact us Is it worth experimenting with further or a waste of time?
Conversion Rate Optimization | | Zippy-Bungle1 -
How complicated would it be to optimize our current site for the Safari browser?
Hi all! Okay, here's the scoop. 33% of our site visitors use Safari. 18% of our visitors are on either an iPad or iPhone. According to Google Analytics, our average page load time for visitors using Safari is 411% higher than our site average of 3.8 second. So yes, average page load time pages loading in Safari is over 20 seconds...totally unacceptable, especially considering the large percentage of traffic using it. While I understand that there are some parameters beyond our control, it is in our own best interest to try to optimize our site for Safari. We've got to do better than 20 seconds. As you might have guessed, it's also killing conversation rates on visits from that browser. While every other browser posted double-digit improvements in conversion rates over the last several months, the conversion rate for Safari visitors is down 36%...translating into 10's of thousands in lost revenue. Question for anyone out there gifted in Web design and particular Web Dev....Do you think that it's possible/reasonable to attempt to "fix" our current site, which sits on an ancient platform with ancient code, or is this just not realistic? Would a complete redesign/replatform be the more realistic (and financially sound) way to go? Any insights, experiences and recommendations would be greatly appreciated. If you're someone interested in spec'-ing out the project and giving us a cost estimate please private message me. Thanks so much!
Conversion Rate Optimization | | danatanseo1 -
Help Me Improve this Page, Please
Time for the weekly "help me improve this page" post 🙂 I'd appreciate it if you all would take a look at this page and give me some tips to improve it from a user - point - of - view. The URL is http://goo.gl/9mcyF My main goal is conversions and I'm trying to make this page as good and helpful and easy as possible for potential buyers and visitors. I'd appreciate any tips or suggestions that you think may help. Thanks!
Conversion Rate Optimization | | Prime851 -
Is checkout page setup (in regards to abandonment) this sensitive?!?!
About a week ago, I added a google checkout button (which wasn't really positioned well) & option to add a note on my checkout page for my site. Over the next three days, my cart abandonment was 100%!!!!! 16 customers got to checkout, but all of them dropped out... I was starting to freak out and finally took the google button & note option down. Since then, I'm back up to about 50% abandonment. Is the ecosystem of a checkout page really this sensitive? If so, holy S#$%! Just wondering if anyone has any general advice or links for me to study up on checkout abandonment. Maybe we can get a Whiteboard Friday discussing this?
Conversion Rate Optimization | | PedroAndJobu0 -
Pay Per Click Campaign Optimization
How much would you pay for a Pay Per Click Campaign Optimization? Our monthly budget is around $2k a month for Adwords. Any advice in choosing the right company to run our Adwords campaign?
Conversion Rate Optimization | | echo10 -
How do I get Google to rank the right page?
My site ranks #1 for Arabic Interpreting on Google UK. This great, but it's ranking my home page rather than the my specific Arabic Interpreting page. The home page shouldn't really rank for this term as it has very little connection with this exact term. This means that while the site ranks great, the conversion is pretty much zero. How can I get Google to rank the page I've optimised for this term? I know the ranking will no doubt slip but may the conversions will be better. Can you help please?
Conversion Rate Optimization | | GlobalLingo0