How to ask your visitors why are they leaving without buying

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A great idea for optimizing your conversion rate is to ask your users why are they leaving without buying. You can do that by creating an on exit Survey.  In this way, you’ll see the issue and solve it asap.

Here is an example:

Question 1:

Have you found what you were looking for?

Answer type:

Yes -> go to question ‘What kept you from buying it right now?

No -> go to question ‘What exactly were you looking for? Please don’t spare the details.

Question 2:

What kept you from buying it right now?

Answer type:

Should be a large text answer. In this way, they will describe with their own words what was it.

Question 3:

What exactly were you looking for? Please don’t spare the details.

Answer type:

The same here, large text answer.

Here are the steps to follow in order to set it up:

Step 1.

Go to “Optimization”  – >  “Surveys”.

omniconvert survey menu

Step 2.

From the next window choose Pop-up survey and enter a name for it.

omniconvert pop up survey

Step 3.

Create Question 1 that will open your survey and choose as an answer type – Unique choice (radio):

ask survey question 1

Define the answer options and after that save the question:

ask survey answer 1

Create the other two questions from the survey that at the end will be integrated into the branching logic scheme:

ask survey more questions

For question 2 and 3 you must go to advanced settings and select “Go to end screen” after the visitor answers.

ask survey advanced settings

After you’ve done with that setting, edit the first question and create the branching logic. For every answer option that belongs to the main question choose its specific correspondent.

For YES -> What kept you from buying it right now?

For NO -> What exactly were you looking for? Please don’t spare the details.

ask survey edit question
ask survey choose answer correspondent

Step 4.

You can also choose to collect your respondent’s data by using the Lead collector feature if you wish. If not go to Step 5 – Design :

enable lead collector

Choose what data you want to receive from your visitors:

ask survey lead information

We have integration with MailChimp, CampaignMonitor, Freshmail and Zapier.

ask survey mailing list provider

Step 5.

Design your Survey

ask survey design

You can also preview it in the live preview window:

ask survey live preview

Step 6.

Customize your Text

You can select from the predefined languages or insert your own version in any language you choose. In this tab, you can also add a Header to your survey, in a text format, picture or HTML/CSS.  You can delete the Intro message page for the survey to start with the first question directly. There is a place for the “Thank you message” too and you have the same options to modify it, just like the intro message.

ask survey customize text

Step 7.

Choose your Audience

Manage the pages included in the experiment by using rules. In our example, the rule “URL contains” will make our system trigger the Survey on all the category and product pages.

ask survey audience

After you’ve done managing the pages select the “Segment” of visitors who will see the survey by clicking on the red drop-down button.

ask survey visitor segmentation

After you click on “Select a segment” , a new window will appear. From this window, you can choose a segment that has already been created or create a new one.

create new select existing segment

In the second part of the page, you will select the percentage of visitors that will see the survey and how often to display it to them.  Here you can also add a maximum number of responses (once that number is reached the survey will stop) and select the device segmentation.

At the end you have the option to mark it as exclusive, meaning that no other surveys will be triggered for the visitors who already viewed this one, for the time it is running.

ask survey settings

Step 8.

Schedule your Survey

Choose for how long to set it live, when to be triggered to your visitors and whether or not you want to receive an email when it has expired.

a b test schedule

Step 9.

Publish it

Finally, click on “Publish”. You can also save the experiment as a draft to work on it later.

ask survey publish

DON’T FORGET: After each time you publish or update an experiment, you have to wait 3-4 minutes until it will be visible on your website. If you want to see the changes live instantly, install the OmniTool extension that helps bypass the cache system which generates the delay. You can download OmniTool here.

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