Improve conversion and_avoid_abandonment


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Improve conversion and_avoid_abandonment

  1. 1. 1 &Improve Conversion Deepak Kaul Solution Consultant, Compuware India Avoid Abandonment for your website
  2. 2. 2 User Experience Impacts Conversions & Revenue 2-second slowdown Revenue/user  4.3% 400 millisecond delay Searches/user  0.59% Reduced page load time: ~ 7s to 2s Revenue  7-12% H/W costs  50% Reduced landing page load time by 2.2s Conversions  15.4% Downloads/yr.  60M Users visiting fastest pages vs. slowest pages Pages/visit  50%
  3. 3. Poor User Experience Impacts Conversions & Revenue
  4. 4. Exploding Edge Complexity Impacts Visibility Lack Of Visibility Into 3rd Party Service CallsApplication Logic Extends To Browser
  5. 5. Back-end cloud services, statistical analysis & bursting services Applications are assembled by client: The Browser/App platform Streaming media and third-party infrastructure providers Data Center Third-party apps & identity mgmt delivered via SaaS or mashup Local ISPs Mobile Carriers Major ISPs PerceptionReality
  6. 6. 6 Complexity at the Edge Browsers Devices Native Applications Local ISPs and Carriers Code Third Party Services Major browser releases: In 2010 In 2012 In 2008
  7. 7. Small Increases in Load Time Lead to Lost Sales Impact of 1 second delay in response time 16% drop in customer satisfaction Source: Aberdeen Group 11% drop in page views 7% drop in conversions 0 -10 -20
  8. 8. Performance Impacts Business Results 33% About online shoppers: “eCommerce Web Site Performance Today” white paper August 2009 who abandoned a recent shopping session were dissatisfied with site performance stated that quick page loading is important to their site loyalty 52% who experience a dissatisfying visit are unlikely to buy from that site 79% More than 25% of Consumers will abandon a site if made to wait 0 5 10 15 20 25 30 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 PercentageAbandonmentRate Page Load Time in Seconds Source: Gomez real user monitoring Abandonment Rate Across 200+ Sites / 177+ Million Page Views over 1 week / All Browsers
  9. 9. of mobile users expect performance equal to their desktops Mobile Browsers Mobile Devices Mobile Operating Systems Wireless Carriers Geographic Diversity Addressing just of mobile users requires supporting different devices Mobile Complexity
  10. 10. 57% of mobile users had a problem in the past year when accessing a website on their phone Mobile Site Performance Impacts Business Results “Mobile apps live and die by their rating in an app store…When the rating suffers, the customer adoption rate suffers.” Margo Visitacion, VP, Forrester Research
  11. 11. Why Doesn’t the Old Way Work Anymore? Too Much Data Too Complicated Limited Visibility Dev QA Ops Mainframe Siloed Tools/Poor Collaboration The Answer… A New Generation of APM
  12. 12. What New Generation APM Leadership Looks Like APM Magic Quadrant Gartner has recognized Compuware as a leader for three straight years This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner report is available upon request from Compuware. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Compuware Global Company of the Year cloud-based application monitoring Compuware APM Customers 386 of the Fortune 500 33 of Comscore’s Top 50 Web Properties 7 of the top 10 U.S. online retailers 4 of the top 5 online European retailers #1 Provider Top 500 Online Retailers Sixth Consecutive Year
  13. 13. Compuware New Generation APM Leader Built to manage today’s most challenging modern applications Web Mobile Cloud Enterprise Big Data
  14. 14. Lifecycle by Design Unified platform fosters collaboration between production, test & development teams Smart Analytics Real-time and historical business and IT analytics provide Answers, Not Data Fast Time To Value APMaaS platform, smart analytics, & advanced APM automation delivers value within hours Transaction Management 100% transaction visibility with deep-dive diagnostics for rapid problem resolution End-User Perspective Manage user experience across users, devices, browsers and geographies Defined by APM Best Practices New Generation APM with Compuware
  15. 15. 15 Compuware APM: Driven by End-user Perspective Deep analysis of client-side contribution to transaction performance Auto-discovery of third-party services, including CDNs, social media, ad networks, web analytics, Seamless application monitoring, and transaction tracing for browser click to server-side line of code Java .NET PHP C++ Oracle SAP CICS Big Data Increasing ComplexityComplexity at the edgeComplexity in the cloudComplexity in the data centerTaming complexity from the device to the datacenter
  16. 16. Thousands of Customers. . . Financial Services eCommerceSaaS & Cloud OtherISV Government Telco Insurance
  17. 17. New Generation APM Brings New Gen Value
  18. 18. 18 Addressing the Web Challenges - the Compuware APM advantage
  19. 19. 19 Analyze Performance to User Behavior Speed User Complaint Resolution Resolve Client & Functional Problems Manage Third-Party Services Manage Web, Mobile Web and Native Apps in One The Compuware APM Advantage
  20. 20. 20 Analyze Performance to User Behavior User Experience World Map based on Visits Is performance impacting my Conversion Rate? Visits and page actions enable unique business value
  21. 21. 21 Analyze Performance to User Behavior Where does my performance team need to focus on? Are customers leaving right after the landing page? Landing pages with errors are NO-GO. Optimize Landing Pages Don’t let SEM/SEO Spend Go to Waste!
  22. 22. 22 Analyze Performance to User Behavior On which pages are leaving my customers? How many are leaving because of an error? Has the exit page a slow load time for the customers? Monitor Exit Pages Don’t lose customers at the conversion point!
  23. 23. 23 Analyze Performance to User Behavior Get insight into key user demographics
  24. 24. 24 Analyze Performance to User Behavior
  25. 25. Speed User Complaint Resolution search specific users See the click-path actions for native mobile apps Analyze the actual user click-path across web, mobile web and native apps Identify performance issues that affect business outcomes
  26. 26. Resolve Client & Functional Problems How many transactions are failing? Identify JavaScript, HTTP response code errors, and more Detect functional problems and their impact on the user experience Compare time periods
  27. 27. Resolve Client & Functional Problems Reveal Browser JavaScript Errors
  28. 28. Resolve Client & Functional Problems Reveal Mobile Crashes, Events and Errors
  29. 29. 29 Manage Third-Party Services Impact of Third Parties and CDNs on Response Time on the Edge Which Third Party or CDN consumes most time on the edge? Which Third Party or CDN is a Hotspot and becoming a bottleneck? Auto-discover all third- party services CDN, ad networks, social media and more… Is the added response time worth the business benefit?
  30. 30. 30 Manage Web, Mobile Web and Native Apps in One Real time overview Overview metrics for all customer channels Performance or usage charts – pages and visits View real user analysis in context with synthetic measurements Web, Mobile Web and Real User and Synthetic perspectives together
  31. 31. Don’t use your customers as load test dummies
  32. 32. Load Tests
  33. 33. Why 360o Load Testing Matters • Weeks/months to solve problem • Multiple test cycles • Poor communication between QA and developers • Hours/days to solve problems • Session is recorded, eliminating need to reproduce errors • Drill down to offending line of code • Eliminates testing iterations 360o Load Testing
  34. 34. Load Testing with Compuware APM • Load Testing Tool Reports slow pages – but why are they slow? • dynaTrace follows all synthetic transactions through the Application
  35. 35. 35
  36. 36. © 2011 Compuware Corporation — All Rights Reserved© 2011 Compuware Corporation — All Rights Reserved 36 Simply Smarter Thank You