Paul Demery , Managing Editor, B2B E-commerce
Tool Gives The Eastwood Company Valuable Feedback on Visitors’ Search Experiences, Company Has Decreased Search Complaints by 96% with SLI Systems’ Learning Search™
CUPERTINO, CA – April 3, 2006 – SLI Systems, a provider of on-demand search services for Internet and e-commerce sites, today announced a new, free Site Search Feedback Tool to help companies better understand the quality of their site search functionality based on customer input. The new tool works with any site search technology, including homegrown search offerings as well as SLI Systems’ popular Learning Search™ hosted site search solution.
SLI Systems’ Site Search Feedback Tool gives e-commerce and other Web sites a simple, yet powerful way to quickly see how easily site visitors find what they’re searching for. After a short sign-up process, the site’s webmaster adds a one-line question to the site search results page asking users if they found the search useful or not, and gives them the option to click “yes” or “no” and provide further comment. SLI Systems aggregates the results on a daily basis and makes them immediately available through an on-line reporting tool to provide a measure of site search quality.
The Eastwood Company (www.eastwood.com), a leading provider of vehicle restoration tools and supplies, beta tested SLI Systems’ Feedback Tool during the first quarter of 2006. Eastwood was concerned that its legacy site search tool was frustrating customers and wanted to quantify the problem by measuring customer satisfaction. After implementing SLI’s Feedback Tool in late 2005, they captured comments from 9,000 visitors about their site search within just a few months. After analyzing the feedback, Eastwood decided to replace their legacy site search with SLI Systems’ Learning Search hosted site search solution.
“We were very pleased with the ease of implementation, but the true measure of success came from the change we saw in satisfaction scores,” said Nick Capinski, e-commerce marketing manager at Eastwood. “After launching SLI Systems’ Learning Search the number of visitors complaining about our site search dropped by 96%.”
The Feedback Tool collects other raw data, such as the keywords used and any customer comments, to give site owners a way to see where and how they might improve their site search. After changes are made, site owners can continue to measure the drop-in negative responses and determine if there has been an increase in positive responses.
“We see so many sites with poor search capabilities. When online visitors have trouble searching for items on a site, it frustrates them and spoils their experience, and they often do not return. So it’s important for companies to see how visitors interact with their site search so they can continually improve future visitors’ search experiences,” said Dr. Shaun Ryan, CEO of SLI Systems.
SLI Systems is providing this free tool to improve site search across all Internet sites, big and small. “Part of our mission is to make the site search experience better for web site visitors, and this tool gives site owners an easy way to improve their site search capability and measure customer satisfaction – the result being happier users and more productive, profitable sites,” said Ryan. “Of course, we are happy to help them with our Learning Search service as well!”
For more information about SLI Systems’ Feedback Tool visit: http://www.sli-systems.com/feedback.php.
About Learning Search
Learning Search is built on SLI Systems’ patent-pending advanced search behavior analytics engine. Learning Search is a hosted site search solution that continually tracks visitors’ aggregate search terms and the corresponding items clicked on, and uses that data to deliver results based on popularity. Furthermore, Learning Search provides additional suggested search terms which help users further refine their searches.
Companies that use SLI Systems’ hosted search offerings include Tupperware, Harry and David, Smith & Hawken, NRS (Northwest River Supplies), Fright Catalog, and eTronics.com, among others.
About SLI Systems
SLI Systems is the developer of learning-based search technology for corporate Internet sites, e-commerce destinations and consumer Internet portals that Searches, Learns and Improves the user experience. SLI Systems` hosted site search, and automated SEO and SEM solutions empower businesses to enhance customer satisfaction while increasing sales, reducing costs and yielding valuable customer information. Unlike traditional search software, SLI Systems` patented technology continuously "learns" from the behavior of visitors over time to deliver more relevant results. Current customers include Etronics.com, NBC, Tupperware, VERITAS and others. SLI Systems is a privately held company, with offices in Silicon Valley, London, and Christchurch, New Zealand. For more information, visit http://www.sli-systems.com/.