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George C. shared this problem 16 months ago
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I'm sorry but I am still seeing customers having problems navigating the website. I still see people not getting a quote due to event date. I have people unsure how to make a deposit. I don't know what to do here but discuss the website functionality and ease of use

Comments (42)

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Yes, I agree with Greg...I think the next step would be to pinpoint exactly where you think they are struggling and see where we can improve the functionality of the site or the quote page?

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Hi,

I will have a friend go and test the site. I agree that we are familiar with the website and that may bias our opinion on the ease of use. I had a customer get a invoice yesterday for a rental and could not figure how to pay the deposit. I looked at the e-mail prior to sending the invoice to her and I did not see anything that says pay invoice or pay deposit. I did see book event at the bottom.  Did I not see something that says “Pay.”

The other concern is the same as before. We have people going to the website and not getting a quotes. I see that the lead shows today’s date and nothing else. There has to be something that we can do to make this easier for them. I’m paying for Google ads and there is some traffic but not much success in conversion. I’m just trying to pin point the bottle neck in the process with the website.

George Castro

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Here is a link to my calendar set a time and we can go over these things on a google meet.

https://calendly.com/d/gsp-j9y-bd7/30-minute-meeting

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Below is a screen shot that I took when I sent an invoice to myself. I also had a neighbor do the same thing. She received the invoice and she said that it did not allow her to make a payment. It kept taking her in circles. She was redirected back to the website over and over again. This is a complaint from a current customer and few before. I had to go and do manual payments for those customers. I also noticed that when I tried to get a quote on my phone, I noticed that the specific information about the rental was not viewable on the phone. I couldn’t see the dimension requirements, electrical requirements, etc.

George Castro

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jumpforfunpartyrentals.net 

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I signed a contract and didn't pay. I went to IO and sent an invoice to myself and got that error.  My friend also had a quote and didn't pay. I sent her an email with the invoice and it wouldn't let her pay.

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go back to your quote and email you and invoice to pay. Open your invoice in your email and try to pay. 

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So I looked at Greg's quote. It wouldn't let him book due to a conflict. So it's working as it should ...you definitely don't want someone to be able to book if there's a conflict. I went to Greg's quote and changed it to another date so there wouldn't be a conflict and tried to book...it allowed me to get to the contract page.

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Hi Susan,  I get that but we are seeing way too many people not get a quote because they are not choosing a date and it defaults to the same day. I'm not sure if we can change the website to make that easier for people to recognize. I sent Greg an invoice yesterday to see if he could pay and did not let him. This is a complaint that I'm getting from my customers as well.

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What is the lead/invoice # you sent to Greg?

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I sent him an invoice to his email. 

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I would need more specifics to help...was it the lead I was referring to earlier? If it was he was unable to get to the contract page because it was showing a conflict.

Have any customers mentioned the issues they are having with selecting the dates?

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I had a customer request an invoice to pay her deposit. I sent her an invoice and when she received it, it sent her in a circle back to the website over and over again.  There was no conflict with this customer.  Greg experienced the exact same thing last night. 

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Greg's was due to a conflict fixed the lead and now he can get to the contract. Do you remember the customer's name? If you have your email set up for alerts you should get an alert explaining why the customer cannot book as well!

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One thing that will help...you don't have your availability on ...maybe we should be showing if the items are available on the quote? Greg couldn't even see that there was a conflict on the quote??

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He was able to get the contract but I wanted to test out the invoice due to the complaints.  It replicated what my customers were saying. They could not pay the invoice. 

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If you do this they have a chance of switching out the item..or even noticing they chose the wrong date??

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No, he never got to the contract to sign and pay

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You should be sending the "contract" email not the invoice

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The invoice is what you send after the event for companies if they still have a balance

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I'm not sure. I believe that is part of the issue. I think the website needs some tweaking.  I also believe that the contract and payment steps need to be separate.  I would like the deposit and payment step to before the contract then the contract step next by itself. I'm hoping that might help. I still need the invoice problem fixed either way.

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Yes and also for someone who hasn't paid their deposit. 

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I had someone sign the contract but did not pay. I sent them an invoice and they could not. I also think that the words at the bottom of the invoice should state Pay deposit or balance and not book this event.

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The invoice is very rarely sent out. We normally just send out the contract. Here's the way it goes. A customer gets a quote. Either on their own...or from you. If they like it and they want to move forward they press "book now" on the quote and it takes them to the CONTRACT. On the contract they can sign and Pay the Deposit. Once they do these two things they are considered a confirmed Lead/Event. Once they are in this status you still can use the Contract for them pay the remainder of the balance.

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He was able to sign the contract but did not pay so we can test the invoice problem. 

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I'm not sure what you are asking and emailing back and forth like this is starting to become. annoying.

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I'm not concerned about the norms right now. My concerns are about the not normal situations. You are not addressing my concerns.  I need to be able to send an invoice with no problems and someone pay with no issues.  I need the website to be easier to navigate with little to no confusions. Why are we going in circles.?

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I think the issue you are having is that you are sending the invoice to people while they are still in the Quote status. If they are they are not able to get to the link to pay. They have to at least be in the Contraced status...so if you send them this Invoice it will do no good. You would manually have to switch them to Contracted first. If you feel like still have questions and want to over these procedures we can set up another training with you

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I guess you haven't paid attention to my responses. I have had people who are contracted and deposit paid who requested an invoice that were not able to pay the invoice from the email that I sent. Stop telling me what you think is happening.  I am telling you what is happening and you are dancing around the issue.  

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Can you please give us examples of these people...lead numbers. We cannot help without this

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AND we think there was something wrong with your invoice template

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I'm done with you and this back and forth. I ask that you send me to a co worker or your boss. At this point, I'm done with all of the emails. This is something that needs to be discussed over the phone. 

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I am the manager of the support department. I can send you a link to have a meeting with a support rep. I think we already found the issue with the invoice...we believe the link to pay was incorrect. So, please let us know if this continues to be an issue. Jen mentioned she sent you a link yesterday to help with a meeting and you never set up a meeting? Everyone is just trying to help.


https://calendly.com/d/gs5-xx5-p2j/support-30-min

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