Case Study No # 8 - (www.restorationsos.com)

Case Study: RestorationSOS.com

"ClickTale increased my conversion rate by 35%!"
Oded Jonathan, Marketing Manager

When your basement is flooding or you kitchen is ruined by smoke, who are you going to call? Well, if you want speedy and courteous service, you would be in the good company of about 1,500 - 2,000 other people who visit RestorationSOS.com on a daily basis. The site directs visitors to live 'damage consultants' available 24/7 who can guide home and business owners through the initial steps of safety procedures, damage control and get them the professional help they need immediately. The site also features educational information about preventative measures and the hazards of water, sewage, fire and mold.

Oded Jonathan, head of marketing for RestorationSOS, began noticing patterns in user behavior within his first short while as a ClickTale client. Turns out there were several changes that needed to be made, the most serious of which was concerning a link whereby visitors could submit a request. In the ClickTale videos he watched, Oded noticed that there were many more requests made than received by his company. After some intensive research, the problem was found to lay with the server. After he upgraded the server, there was an increased conversion of 35% more requests. "ClickTale can be priceless sometimes" Oded says.

For this reason alone, Oded is thankful to an SEO friend who gave him the scoop on ClickTale. However, the benefit he derives from the service doesn't end there. He watches ClickTale on an almost daily basis to see how users react to different offers, texts, and the page itself. "ClickTale will definitely expand your horizons when you come to see the behavior of your users," claims Oded. What ClickTale offers, he says, is more valuable than what can be found in a usability lab because there is no sense of having one's actions analyzed.

In addition to watching videos, Oded says that he would make use of many other of ClickTale's functions such as tags and heatmaps. Oded concludes that "ClickTale provides a vital sort of instant gratification whereby I can solve a problem within 24 hours. I can't think of any other tool that would do that."

Case Study No # 9 - (www.theorganicdish.com)

Case Study: The Organic Dish

"Our business is all about taking care of our customers. ClickTale has played a pivotal role in allowing us to do that better on our website."
Toby Hemmerling, Co-Founder and CEO

The Organic Dish is a unique service local to Boulder, CO. The company sells "dinner kits" or frozen organic meals that clients can cook and serve in their home within minutes. They also host cooking sessions wherein patrons may prepare their own meals from pre-cut, cleaned organic ingredients. This service may also be turned into a social event for ten or more adults. On their website, http://www.theorganicdish.com, meals may be ordered from a menu and purchased. The site is also a great source of information about the way the business works. The business, launched in April of 2007, currently gets about 80 unique visitors per day. The average purchase made is about $150.

Toby Hemmerling, one of the co-founders of the operation, wears many hats, including that of CEO. He is very pleased with the services that ClickTale provides, especially being able to track his users' paths through the website. He noticed immediately through the recordings and heatmaps that users had to do a lot of hunting before they could find the dinner menu-- one of the primary reasons for visiting the site and also the route to the checkout page. Heatmaps also proved that most of his visitors were scrolling all the way to the bottom of the page to get to the info they needed. So Toby rearranged the navigational menu and contents based on his clients' flow through the website. That way, he preserved the attention of those clients who were not as likely to hunt all the way to the bottom of the page to find what they were looking for.

Toby remembers originally reading about ClickTale's free service on a blog, and thought it would be worth a try. "You hear a lot of people say that user testing is too complicated and expensive", he says "but [ClickTale's] recording really provides about 80% of what you get out of live user testing anyway." Toby is looking forward to becoming a premium subscriber so that he may take advantage of being able to track users on secure pages.