How to handle customer complaints?

Customer complaints are common in any product company.Customer complaints needs to handled carefully in order to ensure customer is satisfied and also we do not compromise on product quality and strategy.
                     Customer complaints can be basically divided into

1.Promotional complaints:These complaints ARE related to visibility of the customer's product on the portal

2.Process complaints:These complaints are basically related to the process which is followed for on-boarding and servicing customers.

3.Product complaints:These complaints are basically about how the product is working for the customer.It can be either related to the information being show,how it works etc..


Review the complaints:It is first necessary to review the complaints.What the complaint is all about?How many customers can be impacted by this problem?Is there any loss in revenue because of the complaint?How user experience will be impacted if we address the complaint?

Prioritize the problem:Next step is to prioritize the complaint.Is it worth taking the complaint or it can be ignored for time being.

Identify the solution to the complaints:Next step is identify the solution to the complalints. There can be various ways in which a complaint can be resolved.Check out best possible solutions and review them.If required get customer feedbac

Execute the solution:Once the solution is identified next step is execute the solution and then test whether the problem is resolved or not.

Improving crawl effectiveness in SEO

In order to rank various pages one of the most important tasks which a search engine does is crawling the website.Bots crawl the pages whenever they find new content on the page.However,there is a limit of the amount of data which google can crawl.Thus it is important to optimize your site so that only the required content get crawled.In this blog which discuss on how to improve the crawl effectiveness of your site

1.Load by Ajax.

There is certain limit of the amount of data that google will crawl from your site which means that once should avoid the crawling of the unwanted data.This feature is generally used to delay the loading of content. The content which is not necessary for the page to rank in SEO should be loaded with delay so that it does not get crawled by google.By doing this,unwanted crawling can be avoided which in turn can increase the crawling of important data on the page.

2.Block the unwanted pages

There can be many pages on the site which does not required to be crawled because the targeted keyword may not have enough search volume or may be the duplicate page.In this case one can prevent the crawling by making it noindex or deleting the page itself.By doing this one can reduce the crawling of unwanted pages.One can use various SEO tools to check crawls stats and search volumes

3.Update sitemap

Google uses sitemap to identify the structure of your site and using which it crawls different pages on the site.The site map so plays an important role in which pages needs to be crawled and what order.The pages which are important should be put on priority in the sitemap.The pages which are not important should not be part of sitemap.

Listing logic -what should it have

Listing logic is heart of any listing page.A good listing algorithm can not only help in meeting business goal but can also provide a very rich user experience. There are various algorithms available which can be used to implement listing logic.Based on the kind of product one can decide on the kind of algorithm.However,what are the parameters that are to considered in the algorithm also plays a vital role in the success of the algorithm.Optimizing listing logic is one of the easiest ways to improve conversion.
                                                       In this blog will discuss what are the different parameters one should consider while using one of the listing algorithms

1.Listing quality:

Every user has a need because of which he buys a product.There are certain data points which user looks into before deciding on which product to buy.It is therefore first necessary to identify those data points.Once it is identified those data points needs to given priorities based on importance.These data points then should be used in the algorithm to score various listing on these data points.This facilitate user in easy decision making.

2.Product Quality

Product quality is nothing but what are the basic things which are important to user while buying that particular product.For ex.in case of mobile phones 4G connectivity may be the most important thing which user looks while buying a phone.In that case these parameters which define  the quality should also be included in the algorithm to measure the product the product quality.

3.Business value

Each product which an online firms sell has different value.The margin on certain brands may be higher than other brands.So it is necessary to rate these products on the business value that an organisation get by selling these products. This data then needs to be integrated in the algorithm so that the listing logic can help in extracting lot of business value.                               

Easiest ways to improve conversion

One of the most important metrics which is tracked for any online product is the conversion.Conversion is different for different kind of product.It depends on the goal of the online platforms.In case of online selling platform it may be the number of customer who did transaction on the platform to the number of user who visited the site.In case of lead based model  it can be the responses to the user.

                             There are ways in which the drop in conversion can be fixed however in this blog  will discuss on the easiest ways in which the conversion of the site can be improved.

1.Order of the information

The order in which the information is shown to the user can help in improving the conversion.Identify the importance of the information to the user and place them in the right order.In the flow one can also try to cross sell other products which are related to the currently product which user is viewing.

2.Text of call to action button

The text which is displayed on the call to action button impact the CTR of the button and hence the conversion of the site.The text should be chosen such that it should be the most important action that user wants to perform on the page.When there are multiple CTA buttons the needs of the user should be prioritized and the the position of the CTA button should be decided.

3.New action buttons

There are lot of actions which a user may want to perform on the page.It is first necessary to identify the list of action which user want to perform.Then prioritize them and integrate them on the page.This which help in improving the macro or micro conversion

4.Reduce the macro steps 

There are chance that there lot of steps which user has to go through before performing the final action.It is necessary to reduce the number of steps or make it more simpler to the user so that there it is easy for user to transact.The best UX practices should be followed in order to provide good user experience

5.Optimize page load time

High Page load time can negatively impact the user experience.As the page load time increases, drop off from the page also increases.It is therefore necessary to optimize the page load time.Lower the page load time better is the conversion as the drop off decreases.When new page is launched it is necessary to optimize the page load time.

6.Identify the device to concentrate on

When user searches on mobile he can be landed either to the mobile web or APP through deep linking. One should first analyze the performance of APP and web before doing deep linking. One can look at various metrics before deep linking.In case mobile APP is performing better than that conversion can be easily improved by deep linking.

7.Listing logic

Optimizing the listing logic can help in improving the conversion.There are lot of listing algorithms available which can be used to improve the listing logic.

Challenges before commerce companies

In online field there are basically two kind of companies: E-commerce companies which directly monetize the users who comes to their platforms and commerce companies which does not directly monetize users which means that just share the user to the vendors who are associated with the platforms.Thus commerce platform faces various challenges in terms of user needs ,vendor satisfaction etc.There are common challenges that online platform faces.In this blog will discuss on the various challenges which commerce companies faces and how they can overcome.

1.User need fulfillment tracking

The user who comes to the commerce platform meet their need through the vendors associated with the platform.In such scenario it is very difficult to track how many users are able to meet their needs using the platform.When such companies want to measure the effectiveness of their platform in meeting user needs,it becomes very difficult .This can be addressed by getting feedback from the user ,calling user to check their need fulfillment

2.Value delivered to the client

For commerce platform, it is very difficult to know how valuable has been the users who are shared to the client for need fulfillment because the transaction happens offline.In such scenarios,in order to monitor the value delivered to the client it is necessary to integrate UVN (Uuniversal virtual numbers) and BVN (Business virtual numbers) which helps in tracking the conversation between vendors and users and hence helps in understanding the conversation between them

3.Cost per lead

In commerce portals,where most of  the transactions are offline it is very difficult to know the value which vendors get from a user.Thus it become very difficult to fix the cost per lead which one should charge from the vendor for delivering the lead.This leads to underselling of the leads to the vendors.

Importance of Site Navigation

A site generally consist of many pages of different category types.Each page type has is own objective.The objective varies based on the content of the page.Navigation plays a important role in ensuring that user finds the information easily and also overall site objective is met.
                                                                            In this blog will discuss on site navigation strategy and how it should be formulated.

1.Clearly identify the goal of each page

First is is necessary to clearly jot down what are the benefits of each page to user.Based on stage of user purchase the pages should be grouped.The grouping can be as below

1. Knowledge enrichment/Research page
2. Information search
3.Product detail
4.Response page/Payment page

Now it necessary to move user to the right set of page based on user purchase stage.When the user is information seeking phase move him to knowledge enrichment pages.When user has decided on his requirement it is necessary to move user to information search page.In case user has decided on which product to buy it is better to move him to similar product pages.

2.Check the conversion of each page

When there are lot of pages which have similar objective then it is necessary to check the conversion of each of the page to identify where to push the traffic.The traffic should be push to pages where there is high conversion.
                 The conversion can be calculated based on the goal of the page.It is necessary to provide more visibility to the page which has higher conversion.

In short

Group the pages based on goals->Group the users based on need->Map the user to the page->Move to the pages which has good conversion

The Future of Big Data and Big Data Analytics

Big Data analytics is one of the most sought after technologies that every business needs. Big data innovation is now focus points of many companies.But the question lies, whether Big Data will continue to be important even in the future. nSimpl.com is one of the most reputed companies that has a team of data scientists specializing in Big Data analytics and data warehousing and companies, old and new alike are using their dashboards and tools to strategically manage and store the Big Data.

                       Though currently Big Data is one of the most important drivers of businesses , analysts and scientists are always coming up with newer tools and technologies that are better than those of the previous generation. So, companies as well as data scientists who work extensively with Big Data must know about its future. Listed below are some of the predictions relating to the future of big data:-

▪          There will be a constant increase in data volume thus reducing the importance of Big Data in future.

▪          Though SQL is most popularly used to day, but according to Ovum, Sparks will emerge as a complementary tool and will grow in future.

▪          More tools for data analysis without the analyst will grow in future.

▪          It has also been predicted that the business analytics will include intelligence, where it is required, by the year 2020.

▪          Streaming Data for real-time users will grow in future.

▪          Machine learning, according to Ovum, will be one of the most important elements for data preparation and predicative analysis in future.

▪          Big Data will face a huge challenge relating to privacy in future according to the new privacy regulation by European Union.

▪          Most Companies will appoint a chief data officer.

▪          Autonomous things and agents will continue to be important even in the future.

▪          Data staffing shortages will increase, thus including architects and experts for data management in the future.

▪          All these predictions only make us believe that Big Data will lose its importance in future but one has to wait and see whether Big Data continues with its importance or loses its importance in the future. But one thing is for sure that Big Data will become bigger and bigger and companies who ignore its importance will be left behind in future.