UNRESOLVED SEARCHES REPORT

What is it?

One of the most useful views in the new Search Insights Reports suite is the Unresolved Searches report. This report identifies which searches on your marketplace are returning no matches, indicating which products or brands are missing from your site.

Please note: this report is currently in Beta - we are working to improve the filtering of some of these searches to make it more user-friendly.

How should I use the report?

This report will identify where your lost sales or inquiry opportunities are by indicating which brands or products your customers want, but can’t currently buy on your site.

A good starting point in using this report is to look over the top 10 unresolved searches over the past three months on your site and consider the following:

  • Are there any items on the list which identify opportunities for new ranges to be added to your marketplace?

  • Do any items identify the need for a new category to be set up or split out from an existing one?

  • Are your customers searching for a brand you don't currently have available on your site?

  • Are customers taking terminology from your email or marketing campaigns which doesn't marry up with your search categories?

If you were to address the Top 10 unresolved searches on your site within the first month, you are well on your way to improving the customer experience on your marketplace and to help drive additional inquiry or sales.

The Unresolved Searches Dashboard also provides a view of your Top 10 unresolved searches over three different date ranges - the last 7 days, the last 4 weeks and the last 12 months.

Unresolved_searches.JPG

Viewing the report

This report can be filtered three ways:

  1. By date

  2. By category

  3. By brand

When filtering by date, bear in mind that some searches may now be resolved but will show up in a historical date range. The Unresolved Search Dashboard report provides a snapshot of whether your unresolved searches are diminishing over time.

The category or brand filters will show any unresolved searches which have occurred when a customer has applied a category or brand filter on the website.

Tips:

  • If you select the 'Not Specified' option in both the brand and category filters on this report, you will get a view exclusively of the 'free text' searches which were unresolved on your site.

  • If you see any particularly strange unresolved search keywords, this could be the result of web bots. This report is currently in Beta - we are working to improve the filtering of some of these searches.

Do you have questions or feedback around this report?

If you need any assistance interpreting what this report is telling you or have questions or feedback around the report, please email us at support@3sixty1.zendesk.com