If there's one phrase that brings dread to any online shopper, it's "Payment Failed." A shopping experience that was smooth and enjoyable suddenly hits a brick wall. The tantalizing prospect of getting the desired goods or services becomes a frustrating ordeal. For businesses, this dreaded phrase signals potential loss of revenue and customer goodwill. It's a no-win situation for everyone involved. But what if there's a way to turn things around?
According to statistics, over 5% of all online transactions are thwarted at the very end – the checkout stage. You might be tempted to disregard this figure as just an unfortunate hiccup of the digital era. But when you consider the potential revenue loss for businesses and the frustration of customers who just want to complete their transaction, this statistic isn't just a hiccup. It's a full-blown problem!
Imagine your customer's journey. They've diligently scrolled through your online store, carefully selected 10 items to add to their cart, calculated the shipping costs, and entered their billing details. Everything seems to be going smoothly until they hit the checkout button, and then...nothing. Did the order go through? Has the payment been processed? Or is it all lost in some digital twilight zone?
As an eCommerce business, do you know how often this happens on your platform? Do you have a log of these incidents, or are they lost in the shuffle of online transactions? Do you know how many customers you lose because of this?
At the heart of this issue is the intricate dance between your company's platform and third-party payment processing systems or banks. This stage of your customer's journey, which is crucial to your business, isn't entirely within your control. This lack of control means your product and engineering teams don't always have the information they need to address these issues.
Enter Anecdote. Anecdote is your ticket to regaining control and fixing these payment process issues. By using advanced AI techniques such as sentiment analysis, topic modeling, and AI-powered summarization, Anecdote takes a deep dive into your customer support tickets, social network feedback, NPS/CSAT surveys, and review websites. It meticulously sifts through this data, extracting and aggregating all mentions of payment issues.
But Anecdote doesn't stop there. It goes a step further by prioritizing these issues, extracting the context, and identifying the reason behind each payment failure. By presenting these insights in an easily digestible format, your teams can take targeted actions to address the root causes of payment failures.
Armed with these insights, businesses can win back the 5% of transactions that would otherwise be lost to payment issues. But even more importantly, they can improve their customers' experiences and foster a level of trust and loyalty that goes beyond a successful transaction.
So, ready to win back those lost transactions and take your customer experience to new heights? It's time to say goodbye to payment issues with Anecdote!