Monday, August 4, 2008

Kampyle: review after 3 months of use

Kampyle is an emerging Feedback  Analytics service I've been testing for a couple of months and commented about already. The service is in beta and evolving quickly. I had great discussions with Eran Savir, co-founder and VP of development, who also took time to comment on my own endeavor with WASP (btw, WASP detects Kampyle tags).

Feelings or feedback loop

"...out of the online customers submitting feedback, 73% will provide a detailed feedback, 56% would like to hear back from the website owner and are willing to submit their real email address!" (Kampyle press release, July 8th)
Isn't it amazing? Maybe in a way, but if a user goes to the extent of providing feedback, and if they provide their email address, maybe they would appreciate some feedback? At least I do but it so rarely happen!

A 5-stars grading scale is fine in some cases, but sometimes you want to create an opportunity to get more feedback. One of the things that distinguish Kampyle from other solutions is the ease of innitiating a feedback loop from the comments received. If the user leaves his or her email address, I can reply back with a personal message directly from the Kampyle interface, or even pick all similar comments and reply at once to everyone.

Not every page is equal

If someone is engaging into your conversion process and bails out, why ask the same questions they would have got on the home page? Kampyle allows you to target specific areas with specific questions, so you can tailor your questions for checkout abandonment, articles rating and feedback, or even use it to create a small support request form.

Google Analytics mashup!

A clever Greasemonkey script allows you to merge your Kampyle feedback with your Google Analytics stats. You can even dig at the page level to view feedback for a specific page. That's an important aspect of doing feedback analytics: you should look at the context that lead to this specific feedback. Which page the user was viewing, what they did before, any technographics or sociographics information, etc.

My take

I've already noticed a lot of improvements since I started using it, and Kampyle is gaining some momentum. All in all, the service is very useful and flexible. The beta is available to anyone and they are working on additional features to be offered on a subscription basis.

Some other recent discussions about Kampyle: