NEW-LoOK sales & Inquiry dashboards

What’s New?

We are pleased to reveal our new-look Sales and Inquiry Dashboards to our users. These dashboards are the first of many M Insight Reports to be updated, but before we start rolling out this new look across all the reports, we wanted to first give you a taste and get your feedback.

Apart from a fresher look and feel, the new dashboards have been designed to give you all of the key information relating to your online sales and inquiries in a simple dashboard. We have also kept the layout and insights consistent across the two dashboards where possible.

Viewing the dashboards

There are two key insight areas on the dashboard:

• Weekly key metric results - weekly results for sales value, number of sales, average sale value and value of refunds

• Hot/Cold comparisons - a list of the top 10 hot and cold sellers, categories, brands and products for the week. These have been determined through their % increase or decrease of sales on the previous week.

How should I use these reports?

These dashboards are designed to give you a summary view of your weekly results around sales and inquiries. From there, you can

• Start with the Abandoned Cart Dashboard - are you seeing any overall trends or sharp increases/decreases in your abandon rates over the past month or year?

  • The highest abandonment rate usually occurs in the in-basket phase. If these are unusually high on your site, some things you could consider to help this are:

    • Are your shipping costs clear on your website so there are no unexpected surprises for customers when they come to view the shipping costs in the basket?

    • If you are offering promotional codes, are these definitely working on your site or are customers getting frustrated because they enter them and they are not being applied?

    • Is it clear to customers where they can get support if they have any questions about their purchase whilst on your site? If you don’t already have it, can you enable live chat on your site so that customers can get help directly whilst in the shopping cart phase? Can you enable live chat to automatically ask customers if they need help if their cart has been inactive for more than a reasonable time frame?

  • If your abandonments are particularly high at the checkout phase, some considerations could be:

    • Is it clear to customers that you are offering a secure payment platform? Payment security concerns can be a strong reason for cart abandonment.

    • Is your returns policy clearly accessible for customers?

    • Do you have an express shipping option to reduce the shipping times for customers who want their product in a hurry?

  • If your payment failure abandonments are particularly high, make sure you check that your payment gateway is not experiencing any problems. Do you have a process in place to follow up the customers whose payments have failed?

  • Are you seeing high abandonment rates related to high postage value or the number of sellers per order? If so, can you trial some promotions around shipping to see what helps to reduce these abandoned cart rates? Free shipping, free or reduced shipping for others with multiple sellers, reduced or free shipping for orders over a specific price point and express shipping are all options that you could trial to see what works (just make sure you only test one option at a time so you can clearly see the results of each option!).

  • You could also consider sending a short email survey to customers who have abandoned their carts at different phases of the checkout to better understand the reasons behind their abandonment?

• Look at the more detailed abandoned cart rates for adverts, brands, categories or sellers reports. Are you seeing high abandon rates for any of these areas? If so, you can drill into the more detailed abandoned cart reports for each of these to better understand which ones are experiencing higher abandon rates. Start with the Top 10 in each of these reports - if you can address any visible issues around the adverts or postage options for these particular brands, sellers, categories or adverts, this can go a long way to reducing your overall abandonment rate.

Where do I find the new dashboards?

You can find the Abandoned Cart reports within the existing 'Purchasing Insight' folder in your Business Insights Report V2 folder. Click here to login to Tableau.

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Do you have questions or feedback around these reports?

If you need any assistance interpreting what these reports are telling you or you have any feedback around how we could improve these reports, please email us at support@3sixty1.zendesk.com