Online retail is supposed to make the shopping trip easier. But whoever expected it to take the joy out of shoe shopping?
Anyone who has searched for a pair of loafers online might know the experience. Enter the type of shoe you want, and the site could retrieve a selection big enough to fill a warehouse. By the time you narrow the search down by size, width, color, heel height, heel type and brand, a good chunk of time has passed and you’ve either still got a hundred pairs to cull through or none that appeal to you at all.
For online merchants, this translates to a sizeable chunk of change, said Amir Konigsberg, the CEO and co-founder of Twiggle, a firm that specializes in simplifying the online product search for retailers. The search is perhaps one of the most crucial elements of the online shopper experience, and given search is often the gateway to experience, this leads to missed sales — but how much?
“Let’s say you have 2 million new visitors to your site each year,” Konigsberg wrote in an email. “About 30% of visitors to retail sites will use the search box. If 50% of these visitors bounce because of bad search (the number is actually much higher; studies cite bounce rates as high as 80% due to bad search), you’re losing 300,000 visitors.”
If the average order value is $150, and the average conversion rate is 2%, then a retailer would lose close to $1 million, he said. That does not include money spent to attract shoppers to the site in the first place and the investment needed to bring them back, he added. “Whatever the exact numbers,” he said, “we are talking very real money.”
Recapturing that real money can be as simple as avoiding frequent slip-ups. Konigsberg and Daniel Tunkelang, chief search evangelist at Twiggle and the individual who works with Apple, Etsy, Yelp and others, shared four of the most common mistakes, with good and bad examples.
1: Retailers focus more on result rankings than on query understanding. Investments in query understanding and rewriting often provide larger and faster returns than efforts to improve ranking, Konigsberg said.
For example, Amazon’s ranking for the query “women’s flats” is, in Tunkelang’s opinion, “terrible” (socks and liners lead the search results along with shoes). He describes Macy’s, by comparison, as decent. “(The) ranking should take as a given that relevant results are shown above irrelevant results — ideally irrelevant results aren’t there in the first place,” he said. The search should promote products that are more popular, of higher quality, on sale, and so on.