Use Lucky Orange with Shopify: Visitors shows who gets stuck in checkout

Use the Visitors to jump into Session Recordings to watch what happened for visitors who abandoned their carts. To spot visitors who abandoned checkout with a full cart, we recommend customizing your table to include these columns:

  • Name
  • Date/time
  • Device
  • Key Event
  • Cart Overview
  • Item Count
  • Total_Price 
  • Total_Discount (if offers are made)

Click here to learn about the Shopify-specific Events you can turn into a Key Event.

How to add columns

  1. Navigate to Visitors from the left navigation
  2. Click the Columns icon in the upper right corner; this will be located directly beneath the Filter button.
  3. A screen will slide in that will show your active columns in navy blue. It displays in the same order within the Edit Columns screen as well as the table beginning for the far right column type. 
    1. To add an active column: Click on any gray or light blue column types located below the active column types (navy blue). You can also drag them above the line. 
    2. To remove an active column: Click any of the navy blue column types. This will automatically remove it from your list of active column types. 
  4. To adjust the column order: Drag and drop any of the navy blue column types to rearrange the order it will display 
  5. Click the Done button in the upper right corner to save your changes

To monitor checkout, we recommend adding columns for Cart Overview and Key Events. 

Cart Overview will show the number of items in someone’s cart and the value associated with their cart straight from Visitors.

Key Events will show the special Events you have previously marked as a Key Event. This will allow you to quickly view which Key Events, such as Ordered or Checkout Started, were triggered or not. 

Click here to learn more about adding columns to Visitors.

Find your Frustrated Visitors with Optimizable Segments

What are Optimizable Segments: These are pre-set combinations of filters to sift through your recordings. Access them by selecting "Segments" above the table in Visitors. 

Optimizable Segments include:

  • Frustrated Visitors: Visitors who were clicking rapidly on the page or shaking their mouse/cursor
  • Confused Visitors: Visitors who repeated a form field, including search fields
  • Survey Respondents; Visitors who responded to one of your surveys
  • Visitors with Chats: Visitors who previously chatted with you or another team member
  • Bounced Visitors: Visitors who have only visited one page during their session
  • Engaged Visitor: Visitors who viewed three or more of your web pages during their session and were on your website for at least one minute

Once an Optimizable Segment has been selected, combine it with other filters as well. Recommended filters to investigate who abandoned their carts after starting checkout:

  • Device: Drill down to device type to find if your website is responsive to all devices. In Shopify, you have to opt-in to a mobile responsive website. 
  • Events: Identifying people who triggered your identified Events. Popular Events to use include: Cart Viewed, Cart Item Added, Searched, Checkout Started, Ordered, Rage Click and Shaky Mouse. The latter two are frustration indicators that impact the visitor experience on your Shopify store. 

Here’s an exercise to try to identify possible causes of cart abandonment:

  1. Navigate to Visitors from the left navigation 
  2. Use the Segments drop-down located in the upper left corner of the table to select Frustrated Visitors. The table will update automatically to include the sessions that triggered frustration events (rage click, shaky mouse).
  3. Open the filter drawer and select Events. Add these parameters: 
    1. WITH Checkout Started
    2. WITHOUT Checkout Contact Info Submitted

From here you can see sessions where visitors started to check out but didn’t complete it. 

You can dive in further with additional filters such as: 

  • Device: Select a mobile, table and/or desktop device to determine how device type impacts visitor behavior.  
  • Visited Page: Select a policy page, such as a shipping policy, FAQ page or return policy to explore if visitors who didn’t submit their checkout form routinely visit these pages.

Watch Session Recordings

From the Visitors’ Table you can watch live or recorded sessions of people who visited your website. You can see where they clicked, moved, scrolled and engaged before checking out and after. 

Spot things in a session recording such as: 

  • What information are visitors seeking prior to checkout? What about after they abandoned their checkout process?
  • Do visitors hesitate on any details such as a coupon code or text that includes shipping? Could you make this information easier to understand?
  • How long do they spend on your site before moving to checkout? Should you consider adding a Chat Invite to proactively address any questions? 

How to use Session Recordings

On the right side of the recording, you’ll see the list of Events that occurred on each page during their session. Leave an internal note to tag specific parts of the recording that you want to investigate later. Events will be marked on the replay timeline as well. Watch for these Events to provide insight on the checkout process:

  • Checkout Address Info Submitted
  • Checkout Contact Info Submitted
  • Checkout Shipping Info Submitted
  • Checkout Started
  • Ordered
  • Payment Information Submitted

Reminder: Shopify’s privacy policy prevents any tracking on the checkout pages, which means you won’t be able to see visitor behavior during the checkout process in Session Recordings or Dynamic Heatmaps. Our new checkout-specific Events let you monitor their progress and evaluate their behavior once they return to your store. 

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