Why Did They Abandon the Cart β You'll Never Know
Capture online shopping experience at every step
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Cart Abandonment Mystery: 70% cart abandonment rate, but you don't know why customers leave.
- Delivery Complaints: Product arrived damaged. Customer didn't leave a review, just never shopped again.
- Return Process Complexity: Customer wanting to return gives up on the difficult process, keeps the product but speaks badly about the brand.
- Marketplace Blindness: You sell on Amazon, eBay, but have no direct connection with customers.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the E-Commerce Journey
CustomerEcho captures your customers' experience from site navigation to delivery, returns to repeat purchases.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
70%
Industry average cart abandonment
10-15%
Conversion increase potential
20-30%
Post-delivery feedback rate
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Checkout Page Abandonment
Customer added product to cart, reached checkout, entered card details. Left at the final step.
A $50 order lost. Why? Shipping cost, security concerns, or technical issue? Unknown.
Similar Situations
Shipping cost wasn't shown in cart, $15 added at final step, I gave up.
My credit card was declined, I don't know why.
3D Secure page gave an error, didn't want to try again.
With CustomerEcho, get instant feedback at checkout. Learn the answer to 'Why didn't you complete your purchase?'
Delivery Disappointment
Customer ordered an expensive electronic product. Box arrived damaged, product works but trust is broken.
Didn't return the product but never shopped from that site again. Told friends 'don't buy from there, shipping is terrible.'
Similar Situations
Box arrived crushed, product inside is fine but I was worried.
Delivery was 3 days late, couldn't give the birthday gift on time.
Courier left package at door, didn't ring the bell.
Get instant feedback after delivery. Damage, delays, courier behavior β learn everything.
Return Labyrinth
Customer ordered wrong size, wanted an exchange. Return process requires 7 steps, 3 different forms, 2 weeks waiting.
Threw the product in the back of the closet. Didn't get refund, didn't exchange. But wrote on social media 'return process is a nightmare.'
Similar Situations
Spent 15 minutes trying to create a return label.
Shipping company didn't come to pick up the package, scheduled 3 times.
Refund took 3 weeks, why so long?
Collect feedback during return process. Learn which step is hard, where confusion happens β and simplify.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Site Experience
Navigation, search, and product pages
Example topics: Product findability, Filters and search, Page speed, Mobile experience
Checkout Process
Cart and payment experience
Example topics: Cart usability, Payment options, Shipping cost transparency, Security perception
Delivery
Shipping and delivery experience
Example topics: Delivery time, Package condition, Courier behavior, Tracking info
Returns & Exchanges
Post-purchase processes
Example topics: Return ease, Refund time, Exchange process, Customer service
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Conversion Optimization
Understand cart abandonment reasons, improve checkout process.
Delivery Quality Tracking
Measure shipping partner performance, protect customer experience.
Simplify Return Process
Identify bottlenecks, design customer-friendly processes.
Marketplace Visibility
Connect directly with your Amazon, eBay customers.
Ready to Boost Your E-Commerce Conversions?
First 14 days free. No credit card required. Get started now.