Kampyle - Feedback Analytics Measuring your customer experience

Kampyle is proud to announce the launch of a new application that is targets a new segment of customers: software providers. This innovative new product is one of a kind and was developed exclusively by Kampyle to allow software providers to receive, manage and analyze feedback received from their users on their product, when and where it is most needed: when the users uninstall the software, or when they decide to abort the installation process before completion. The result is an innovative and efficient way for the software provider to improve his software, win back those users and reduce the loss of others.

Kampyle’s aim has always been to give users a voice, and service providers the ability to hear it, act upon it, improve their service, and keep their customers loyal and happy. With Kampyle’s know-how in the field of Feedback Analytics, the Kampyle software application now also allows software providers to benefit from the world of Feedback Analytics, giving them the insights and information necessary to maintain a stable, satisfied customer base and helping them understand their users and their needs.

Asking the users to provide feedback at these critical points gives the software provider access to critical information about his users and his product, in order to answer simple questions that all software providers ask: “Where, why, and how many users abort the installation or uninstall my software?”. The Software Installation Feedback Analytics application operates on the same formula as its predecessor, Website Feedback Analytics, and in which Kampyle firmly believes: allowing software providers to put the pieces of the puzzle together by combining the ‘WHAT’ with the ‘WHY‘:

• WHAT are your users doing: how many uninstalls and installation cancellations have the users performed, as well as where in the installation process do they tend to abort
• WHY are they doing it – learn why your users do what they do, based on their own feedback.

This application is a great way for the software provider to win back the trust and loyalty of those users, while understanding their specific needs and reduce the loss of additional users. Kampyle can help the software provider realize, for example, that many of his users cancel the installation process in the 3^rd step of the installation procedure, while at the same time reporting in the feedback form that this step of the installation generates errors. With this insight in hand, the software provider, can then drill down and see that all these users have the same Operating System. In such a case, fixing an OS support problem will result in less installation cancellations, while informing those users that reported the feedback that the problem has been fixed could regain the trust of lost customers.

Implementation

Implementing Software Installation Feedback Analytics for your software is quick and simple. It consists of adding a call to open a browser with a landing page’s URL to your software’s code. After implementation, software users that decide to uninstall the software, or choose to cancel the software’s installation mid-process, will be taken to the landing page, where they will be asked to provide feedback on the software or its installation process. Users will also be able to provide their email if they wish to follow up on their feedback. As in previous Kampyle applications, the clients will be able to customize feedback forms as well as the landing page to meet their needs, brand, standards and goals.

This exciting new addition to Kampyle is a further step towards reinforcing Kampyle’s position as the leading vendor of Feedback Analytics, and one of many additional steps to come. We are convinced that software providers of all kinds and sizes will greatly benefit from this great product.

To register to this new service, click here.

(If you have any questions on the Kampyle for Software application, or on any other subject, please write us at support@kampyle.com, and we will respond promptly.)

The Kampyle team is happy to announce the release of the new inbox, upgraded and improved based on the feedback that we’ve received from our clients.

The inbox has been carefully designed to be easier to use, more intuitive and time saving.

What’s New?

New Inbox View:

In order to make the Inbox easier to read, manage and respond to large amounts of feedback we have changed the old design. You will find that there is only one view in the Inbox. When selecting a feedback item it will not open a new view at the bottom of the page as it used to be. From today it is much easier to view information regarding specific feedback items and selected items:

No more automatic grouping: the new inbox gives you the ability to find feedback items that are similar in parameters you care about! As explained in the sections below, you will find that with the new inbox, you can now actively search and find feedback items coming from the same user, the same URL, the same categories as well as other parameters.

One click Feedback: In the new inbox, feedback items are easy to access, in just one click. You can now view all the details of a feedback item or several selected items in one click. You can select your own view: choose Expand All or Collapse All to view the Inbox in the way that is most convenient for you.

Adjustable row view: Management of large quantities of feedback requires a greater degree of control of the viewed data. We have added the possibility to control the number of feedback items displayed at once. Using the new option "Show rows", you can select between views of: 10, 25, 50 or 100 items in a page view.

Read / Unread marking: In the new inbox, users have full control of which feedback items are displayed as read or unread. This new addition has been requested to allow for a more efficient separation and identification of new and old feedback.

Comparative User Information: Though User Information has been available on Kampyle for a while, it can now be used comparatively: the new inbox allows you to view and compare the User Info for any number of feedback items you select, in one user-friendly view.

New Functionalities:

Flagging: The possibility of marking feedback items for the purpose of feedback prioritizing and management is now available. High priority feedback can now be marked using flags.

More Actions: with this new list of actions you are able to select any amount of feedback items and act on them by selecting one of the available options such as:

Expand – expands all the selected feedback items and allows you to view the feedback item’s information in a quick and easy way.

Explore User Info – This new option allows you to select specific feedback items and compare their user information: browser name and version, IP location, Screen resolution and much more interesting info.

Show Items with same URL – allows you to find feedback items submitted on the same page of your site.

Show items from this user – View all the feedback items coming from selected users.

New Select Options: use the select options when seeking to get a quick view of specific feedback items. The select options include: All, None, Read, Unread, Flagged and Un-flagged.

Reply to users: We have added the ability to view the users’ email addresses and to add or delete email recipients when replying to feedback. Furthermore, you are now able to send yourself a copy of any email too.

Feedback search (Coming soon): A search bar will be added to the inbox, in order to allow our users to quickly find what they are looking for with free-text feedback search.

We are sure you will find the new inbox highly effective and helpful. As always, we would be very happy to receive your comments and suggestions about this latest development, so send us your feedback!

The entire Kampyle team would like to thank our users for all the valuable feedback that they have provided us over time. We intend to continue proving to them that we listen to their needs and suggestions.

To register on Kampyle, click here.

If you have any questions on the new inbox, or on any other subject, please write us at support@kampyle.com, and we will respond promptly.

We are happy to announce the launch of our brand new innovative service: Google Analytics Integration.This new service integrates Kampyle’s Feedback Analytics data and Google Analytics’ Service into one view, allowing you, all our clients, to receive Kampyle’s analyzed feedback data directly in Google Analytic’s interface.

Kampyle’s Google Analytics integration allows you to know WHAT your users do on your site, as well as WHY they do it. Combining these two different data sources into one view on Google Analytics allows for a holistic and powerful insight into the online customer experience, giving you a better understanding of your online customers and increasing customer satisfaction and revenues. You can now learn how many of your users abandoned your shopping cart, catalog or homepage, as well as understand WHY they did so. Stop guessing and start reading the feedback they gave at those points.

The Kampyle ‘Google Analytics Integration’ is an exceptional way of getting to know your users’ needs on both the general view and for more targeted needs. By being able to monitor the number of feedbacks submitted, the user satisfaction grade and main issues reported on your site, all on your Google Analytics Dashboard, you are given a general overview of where you stand with your users. At the same time, you’ll be able to view the number of feedbacks, the average grade, and the most reported feedback, at a more targeted level, for each page on your website. You can access additional information on that page by clicking on the Kampyle button that will redirect you to your account on Kampyle to view specific feedbacks per page. Kampyle ‘Google Analytics Integration’ feature is a great new way in which Kampyle allows you to increase your customers’ satisfaction, site conversion rates and revenues.

TechCrunch has just published an article about this exciting latest addition on Kampyle - Read the TechCrunch article here.

Implementation is simple and easy. All you have to do is go to the Partners Setting section in ‘Administration’ (in the left navigation menu). Once there, simply enable Google Analytics Integration by marking the indicated check-box. You are then required to download the necessary Firefox extension, and that’s it! The Partners Settings page contains detailed instructions that will guide you through each and every stage, allowing you to implement the feature and have it up and running in no time!

If you already have a Kampyle account, enable Google Analytics integration by clicking here.

If you don’t own a Kampyle account yet, click here to register!

In several conversations we have held with Kampyle clients, we found that many of them, while certainly not doing anything wrong, aren’t using our system as well as they can. So I thought we’d give our clients a few small tips on using Kampyle in the most effective way. Some of these tips may seem inconsequential, but trust me, they can go a long way to get your website more feedbacks from your users, and make each feedback more valuable to you.

Choosing the right button

“Location, Location, Location” as they say in the Real Estate business. Place your button in an area of your website that contains the small amounts of information, yet highly visible. For instance, if your site contains a major menu on the top left side (like Kampyle.com does), place your button in the inverse location: the bottom right side (like Kampyle.com does). You shouldn’t make the feedback button the centerpiece of your website, but you should make it clear to your users that you are very interested in them clicking on that little button.

Button on every page

Installing the feedback button on your homepage just isn’t enough. Make sure that the feedback button appears in every page in your website for which you are interested in receiving feedback. Don’t expect your users to click 3 times “back” just to get to the page in which they remember they saw a feedback button.

Push mechanism

Sometimes waiting for feedback just isn’t enough. Using the JS Push Mechanism allows you to ask your users to leave feedback just before they leave your site (and possibly giving you important insight as to why they are leaving…). The Push Mechanism also has the advantage of prompting your users to leave their general impressions of your site, as opposed to allowing them to point out specific issues. This will allow you to get a different and very useful type of feedback. For more information click here.

Customize

Customize your Feedback Form! Make it relevant specifically to your site, and even to the page it is in. Feedback Form Customization allows you to ask your users the right questions, the answers to which are important to you. Your users will be much more likely to provide useful feedback if the feedback categories and sub categories are well suited to your website. In addition, you can let your users participate in your website’s development process: did you add a new feature to your site? Add a category on the subject to see how your users feel about it! Customizing your feedback form is not only easy and quick., but also a highly effective tool. For more information click here.

I hope you’ll find these tips effective and useful. If you need any additional advice on using Kampyle, please write us to support@kampyle.com, and we’ll be glad to help. You’ll also find more useful tips and instructions in out Forum. See you there!

In the previous post we have told you about Kampyle’s Web Analitics Data Integration feature, which consists of a mutually beneficial combination of Feedback Analytics data with web analytics data. As we have promised to update you on all our new partnerships, here it is: we are very happy to announce that we have recently joined forces with Nuconomy, a great web analytics company. Nuconomy, a leading web analytics vendor, enables its customers to measure user engagement on their sites, helping you understand your users’ activities and their interaction with the various features of your site. This great combination between Kampyle’s and Nuconomy’s sets of data takes your site’s customer service to a new level. For example- Nuconomy’s tools allow website owners to clearly define their site’s most important users based on certain simple parameters. By combining both our sets of data, when your site receives a feedback, Kampyle can now to notify you not only that you have received a feedback, but also that you have received a feedback from your most important user. This capability can be of invaluable benefit, since it allows you, the website owner, to identify the feedback, and give the required attention and priority to your most loyal clients. Such a level of customer service is surely a step in the right direction on the way to higher conversion rates and customer satisfaction. Using the feature is easy: you will first need to register with Nuconomy. Then, sign in to Kampyle and select Nuconomy in the appropriate check-box of the partner setting page on your Kampyle account .

We hope to see many of you enjoying Kampyle’s new partnership with Nuconomy.

If you have any questions on the implementation of Nuconomy and Kampyle’s data integration partnership or any other subject, please write us at support@kampyle.com, and we will respond promptly.

Eze Vidra from VC Cafe has recently published an interesting interview with Kampyle CEO and co-founder Ariel Finkelstein. The article is entitled “Complete the Feedback Loop: Exclusive interview with Kampyle’s CEO”. The interview contains many interesting details about Kampyle’s past, present and Future. Here’s an excerpt:

“Why are users leaving your site? Why are they leaving full shopping carts and going else where? Is there something wrong with your fonts and Firefox 3 beta 5? Those are questions that many site owners ask themselves daily. Until recently, there were not too many tools available to extract that kind of insight, but Israel-based Kampyle is changing that. A couple of months ago, Kampyle introduced a free, customizable feedback platform for site owners. VC Cafe tries the product and takes a deeper look in a long distance talk with Ariel Finkelstein, Kampyle’s CEO.” (Click here to read the full article).

Kampyle always strives to bring its customers the most powerful and innovative services. We are currently working on combining our Feedback Analytics data with web analytics data. This unique combination will enable our customers to benefit from the best of both worlds: the user-subjective data coming from the on-line feedback reported by actual website users, as well as the user-objective data coming from Web analytics.

Web analytics tools tell you where your users came from and what they did on your site (e.g.: many shopping carts mid-transaction abandonments,). Kampyle, the Feedback analytics platform, tells you what users say when they do it (why they abandoned). We intend to bring our customers a White Labeled solution: You tell us which web analytics service you are working with, and we will combine the data. Kampyle’s vision is to be able to provide its customers with full Web Analytics Integration with the web’s most important Web Analytics vendors, and we have already started to work with several web analytics companies.

Adding Web Analytics Integration to your Kampyle account is easy. You are simply required to select your Web Analytics vendor from a list. You can do this very simply in the Kampyle Management Application: go to the Partners Setting section in the Administration tab and select the vendor you work with. In the coming posts and newsletters we will make sure to update you on the latest Web Analytics Integration developments, and inform you of each web analytics partner that joins our service.

If you have any questions on Web Analytics Data Integration on Kampyle, or on any other subject, please write us at support@kampyle.com, and we will respond promptly.

A new and important feature has been added to Kampyle lately. This feature will allow website owners to get the most out of their feedbacks, while giving more to their users: “Closing the Feedback Loop”.

We have recently received recurring feedback from several clients, outlining what really matters to many website owners: getting feedback from their most important customers, as well as being able to get back to them. For a website owner, the ability to receive feedback is crucial, but knowing who the feedback is from and being able to respond to it is equally so. There is a great deal of difference between different types of customers. In the same way, there can be great differences in the meaning and repercussions of their Feedback. That is why the ability to know more about the users who submitted feedbacks would be a great analytics tool, and that is what User Integration is!

Kampyle has several ways of responding to that need. The first way is to ask each user that submits a feedback to leave his e-mail before submitting his feedback. Sending the e-mail address, is, of course optional. If a user decides not to submit his e-mail address, his feedback will be registered as a “Guest” feedback. If he decides to submit, his e-mail will be available to the website owner.

With User Integration, users that are logged in to your website are automatically recognized by Kampyle. In this way, when your users provide feedback while logged in to your website, Kampyle can let you know that feedback was submitted by one of your own users. You will then not only be able to give the feedback the required attention, but you will also be able to contact your client, informing him of the status of his feedback: that’s “Closing the Feedback Loop”!

Obviously, Kampyle lets you choose exactly which information you would like to share, so as not to violate your users’ privacy. You configure what information is sent and how! Implementation of User Integration is simple, quick and easy: no more than a few minutes of work. So if you are interested in knowing what your most important and loyal users think of your website, visit our forum and get all the information you need. If you require any assistance to set up the User Integration feature, or on any other subject, contact us at support@kampyle.com.

The Kampyle team has been putting a lot of focus on improving the quality of the feedbacks that website owners receive from their users. We have now decided to focus on another angle which has important repercussions for you, the website owner: quantity. As with many other things in life, in the case of quality user feedback – more is better. The Kampyle Feedback button gets the job done as far as allowing users to submit their feedback at any given point in your website, when they have a specific feedback. But not all users will encounter a situation that compels them to click the button and submit feedback. So how can you get your users to submit more feedback, letting you improve your site to suite their needs? Simply ask them for it! We’ve created a feature that allows you to prompt a certain percentage of your users to leave a feedback before they leave your site: a kind of “push mechanism”.

As usual in Kampyle, you decide how, when and where. All you have to do is create a feedback form instance in the Customization Wizard, and in the last page, choose how often you would like the system to ask the users to leave feedback before they leave the page. We have found that many of our clients chose to implement the Push Mechanism with different percentages, depending on the page: higher percentages in critical areas such as shopping carts and download pages, and lower percentages for pages of lesser priority.

After choosing the required percentage, a section of Javascript code will appear: paste the code section into you website’s code as instructed in the wizard, and that’s it!

Obviously, we’re not out to annoy your users…only the chosen percentage of them will be asked to submit a feedback, and the ones that are asked are only asked once.

Using Kampyle’s push mechanism is a great way to receive more feedbacks. Its effectiveness is proven: Kampyle clients that use the push mechanism receive substantially larger amounts of feedback.

So what are you waiting for? Get the push mechanism for your website now!

In today’s world, Internet sites of all kinds must, increasingly, be able to provide services for clients from all corners of the world. Implementing this insight ourselves, Kampyle can now offer its clients the ability to do the same. If your site’s content is in one language, why should your Feedback Form be in another? You can now translate any given Feedback Form Instance to over 60 languages. Kampyle will remember your translation, thereby assisting you in the creation and translation of future Feedback Form instances. Is your website multi-lingual? Use the Feedback Form Translation feature to make sure that your users can access a feedback form in each page of your site, in the specific page’s language!

The Translation feature was designed so that translated categories can still be identified by Kampyle as the original-language categories, allowing you to view them in the Feedback Inbox in a single language of your choosing: in effect, the original and the translated feedback forms are the same instance.

More than just receive feedbacks, Kampyle gives you the ability to manage them. An important tool in that aspect is the Instance Filter, which allows you to filter your feedback results by feedback form instance.

Some of our clients who employ multi-lingual support centers have created a feedback form instance for each language, then use the Instance Filter to allow each support team to only view feedbacks in their relevant language. You can also use the Feedback by Page section to view feedbacks sorted by the pages of your website in which they were submitted. Kampyle is all about giving your users the opportunity to voice their opinion, and giving you, the website owner, a powerful tool to hear it as well as respond to it: “Closing the feedback loop”. The new Feedback Form Customization and Translation Features help us in achieving just that, and I am sure that all our clients can greatly benefit from them.

Translate your Feedback Form by logging in to Kampyle, then proceed to the Management Application > Administration > Feedback Form Customization, and press the link ‘Translate’ next to the relevant Feedback Form instance.