How to Turn Millions of Website Views Into Valuable Insights with Qualtrics

How to turn millions of site visits into valuable insights using Qualtrics Site Intercept.

SM

GUEST PRESENTER

1 Introduction to Site Intercept 2 Site Intercept in action 3 SAP and Qualtrics 4 Q&A Today’s Agenda

What is Site Intercept?

Your website visitors are valuable. Qualtrics Site Intercept software gives you the tools and ability to get the right message in front of your visitors to access hard to reach insights and increase key conversion metrics. Having this control gives you the ability to improve site usability, track NPS®, or even offer a promotion.

Capture the voice of your

online customers.

Improve your online customers’

experience.

Deliver the right content, to the

right people, at the right time.

Why use Site Intercept?

Understanding the value of website feedback

of customers say buying decisions are influenced by online reviews.1

90% +

of companies believe they deliver “superior” customer service.

80%

of companies believe they deliver “superior” customer service.

80% of their customers agree.

8%

of unhappy customers will not willingly do business with you again.

91%

their first purchase

10X Loyal customers are worth

Email Triggering Create a personalized experience for your online customers with email triggers. Deliver content to their inbox for high impact marketing and help keep your message top-of-mind with customers.

Panel Management Add new panel members to centralize feedback and create user profiles. Use these profiles to create targeted marketing campaigns, lead follow-up and a ready-made base of survey respondents.

SAP and Qualtrics

Unique visitors monthly

2.1M Unique visitors in 2014

2.2M + Countries

225

Topic spaces: Blogs, discussions & questions

550 Mentors sharing

SAP expertise

140

Community Network (SCN) SCN HAS THE HIGHEST TRAFFIC OF ANY SAP WEB PROPERTY

5X more traffic than any other SAP digital property

208 million page views in 2014 (5x more than any other digital property)

SAP Community Network (SCN)

SAP.com

Support portal

Business innovation

Training

Partner edge

1.  Historically, surveys were: a.  sent via email b.  hosted as a link on SCN’s homepage

2.  Sent to our members and accessible to all visitors worldwide in 230+ countries

3.  On average, we received approximately 1,000 surveys when using these methods

SCN survey insights BEFORE QUALTRICS

1.  Obtain a more accurate Net Promoter Score on SCN

2.  Quickly draw feedback on visitor sentiment regarding: a.  The SCN user experience b.  Content quality

•  Surveys accessible to North America users •  Received 10x more survey responses using Site Intercept •  Used a better NPS & content survey to gain more insight

Site Intercept pilot MISSION

Use case / 3 surveys in 1

Used to gather insights with 3 separate surveys. This method required: ü  IT Support ü  Design Support ü  Communication Support ü  12 month timeframe

This method also required a significant amount of time to run queries and analyze response rates to base decisions off of.

Simplified insights

“ SCN Page has been getting increasingly  cluttered” SAP is currently re-designing our SCN site and incorporating the feedback we received from each survey we’ve run so far “There has been a recent influx of Spammers” We are in process of establishing a moderation queue for new users and adding additional measures with the help of the community.

FEEDBACK

ACTION

FEEDBACK

ACTION

Listening to our users DETRACTORS TO PROMOTERS

Project summary

Support from IT Support from branding & design

1,000 responses from 230+ countries

3 surveys in 12 months Hours of running queries

for analysis

No support from IT No Support from branding & design Over 20,000 responses from 2 countries 3 surveys in 1 month On demand reporting

Before Site Intercept After Site Intercept

Q&A

Learn more at: www.qualtrics.com/site-intercept/