Phone tracking reference moves

Paul_Ward · October 9th, 2006, 04:13 PM

Not sure how long this has been like this or if it has been discussed already.

The affiliate reference used to be right at the top of the page next to the phone number, obvious but unobtrusive. I noticed today that it has now moved right down to the bottom of the page on the right-hand side. You need to make a significant effort to find it.

Whatever the spin - this is not good.

wwalter · October 9th, 2006, 04:55 PM

Hey Paul,

We've moved it to the footer for several reasons:

1-the tracking ID was in different locations for our different sites and the Customer Support team want it consolidated to the same area to make it easier for our customers to find it.

2-the frontside engineering team made a few changes and felt that the tracking ID was better suited for the footer.

Ross and I pushed pretty hard to make sure that this was easy to find. We realize the importance of the customers being able to easily find the tracking ID so that affiliates get commissioned for their sales.

The good news is that the Customer Support team has reported that customers can find the tracking ID easier now. When it was in the header it was cluttered between a couple of images that had other numbers on it and customers were confused when asked for the "Reference ID #". Now, however, it's on it's on in the very bottom right of every site. Customers don't seem to be having the problems they had before with finding the tracking ID.

I'd also like to point out that we have a quality assurance manager for each shift of the Customer Support teams. One of the criteria that they look for when evaluating our Customer Support team is if the gearhead is asking for the "Reference ID #". The gearheads are bonused on the conversions and the quality support issues, so it's actually in their best interest to ask for the tracking ID.

Great question. Thanks Paul.

wwalter · October 9th, 2006, 05:22 PM

Quote:

Originally Posted by Paul Ward

Not sure how long this has been like this or if it has been discussed already.

I see I've forgotten to answer this question. The change went live on the September 29th.

October 9th, 2006, 04:13 PM	#1
Paul_Ward ABW Ambassador Join Date: January 18th, 2005 Location: Cambridgeshire, England Posts: 1,538	Phone tracking reference moves Not sure how long this has been like this or if it has been discussed already. The affiliate reference used to be right at the top of the page next to the phone number, obvious but unobtrusive. I noticed today that it has now moved right down to the bottom of the page on the right-hand side. You need to make a significant effort to find it. Whatever the spin - this is not good.

October 9th, 2006, 04:55 PM	#2
wwalter Affiliate Manager Join Date: December 6th, 2005 Posts: 185	Hey Paul, We've moved it to the footer for several reasons: 1-the tracking ID was in different locations for our different sites and the Customer Support team want it consolidated to the same area to make it easier for our customers to find it. 2-the frontside engineering team made a few changes and felt that the tracking ID was better suited for the footer. Ross and I pushed pretty hard to make sure that this was easy to find. We realize the importance of the customers being able to easily find the tracking ID so that affiliates get commissioned for their sales. The good news is that the Customer Support team has reported that customers can find the tracking ID easier now. When it was in the header it was cluttered between a couple of images that had other numbers on it and customers were confused when asked for the "Reference ID #". Now, however, it's on it's on in the very bottom right of every site. Customers don't seem to be having the problems they had before with finding the tracking ID. I'd also like to point out that we have a quality assurance manager for each shift of the Customer Support teams. One of the criteria that they look for when evaluating our Customer Support team is if the gearhead is asking for the "Reference ID #". The gearheads are bonused on the conversions and the quality support issues, so it's actually in their best interest to ask for the tracking ID. Great question. Thanks Paul. __________________ John Walter Backcountry.com wwalter at backcountry.com P 801-746-7580 www.Backcountry.com \| www.backcountryoutlet.com \| www.tramdock.com \| www.dogfunk.com \| www.steepandcheap.com We use the gear we sell.

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