Before the purchase

Remove avoidable reasons for an interested shopper to stop.

We look at product information, comparison, common questions, trust, availability, bundles, checkout, cart recovery, back-in-stock, mobile buying and pre-purchase support.

After the purchase

Make the next purchase easier than the first.

We look at confirmations, delivery expectations, product education, support, returns, reviews, replenishment, subscriptions where relevant, cross-sell and win-back.

Inside the business

If customers keep asking the same question, we look for where the answer should have appeared earlier. If your team keeps handling the same exception by hand, we look for a way to prevent it instead.

Customer patterns

Support questions, reviews, returns and complaints can show what customers did not understand, what they expected differently and which problems keep repeating.

Common ecommerce leaks

What we may find.

Cart or checkout reminders do not get shoppers back

A reminder is sent, but the shopper cannot easily continue with the cart or checkout they left.

Important product questions are answered too late

Shoppers have to search, ask support or leave the page to find information they need before buying.

Back-in-stock interest is hard to turn into a purchase

Customers ask to be notified, but the alert or return path does not make it easy to buy.

Customers have to remember to reorder

There is no useful reminder or easy route back when it is time to buy again.

Customers get too little help after the order

Order messages confirm the purchase but do little to help customers use the product well or know when to buy again.

The same return or review problem keeps coming back

Reviews and returns show the same expectation problem, but the product page or customer messages never change.

Ecommerce Revenue Leak Score

What matters most changes with the product and how people buy.

A product people buy every month should not be assessed like a one-time purchase. We adjust what we look at based on how often people buy, how complex the product is, how likely they are to return and how much support the purchase needs.

How the Revenue Leak Score works →

Revenue Leak Sprint

From diagnosis to a short list of fixes worth doing.

A Sprint can include a closer look at the ecommerce journey, repeated questions and review patterns, the fixes worth making first, and a check that the problem is actually resolved.

See what the ecommerce journey is losing

You may not need more traffic.

You may need to make more of the interest and repeat demand you already have.

Request a Revenue Leak Brief →