In the Age of Rising Online Stores, SHOPLINE Is Your Strongest Backer
Maximizing the value surveys bring to users and providing more professional, attentive service has always been SurveyCake's goal.
To share a wider range of survey applications and help users across fields unlock SurveyCake's value, we interviewed enterprise users from various industries about their experience and how they use SurveyCake to advance their business goals. We are deeply grateful to these industry leaders for their generous feedback, which helps us keep improving our service.
Everyone starts small. Everyone has a chance to be their own boss and build their own business.
SHOPLINE is a global smart commerce platform offering one-stop services to help brands build and manage both online and offline stores, covering everything from online store setup and cross-border e-commerce to O2O integration and POS systems. Founded in 2013, SHOPLINE has grown into an international team of over 400 people across 7 major cities: Hong Kong, Taipei, Kuala Lumpur, Ho Chi Minh City, Shenzhen, Guangzhou, and Singapore. SHOPLINE has helped over 200,000 brands across Asia launch online stores and is a market leader across Asia-Pacific.
Beyond its store-building system, SHOPLINE emphasizes offering merchants a complete e-commerce ecosystem, including professional consulting, diverse online courses, and hands-on workshops, giving brands the most support possible on their e-commerce journey and becoming their best ally.
So how does SHOPLINE use data to understand the difficulties and needs brands face in running their stores, and how does it provide the best solutions and strategic support for their pain points? Let's take a look.
Before SurveyCake
Q: What was your original survey method?
In the past, we chose either paper surveys or Google Forms depending on the event. But paper surveys took a lot of time to collect and tabulate, making them inconvenient. Google Forms offered relatively few question types, and setting up branching or skip logic between questions was harder, making it less intuitive to use.
"SurveyCake's online surveys have diverse question types that save time and effort, and automatically generate statistical charts based on responses."
Q: Why did you choose SurveyCake?
We were preparing to launch an education and training program, and since the volume of surveys was fairly large, we chose SurveyCake for its ease of use. This was our first time using it, and not only was designing questions easier than in Google Forms, we could also view statistical charts or response details directly in the dashboard, helping us grasp results in real time.
"An intuitive interface with 70+ scenario templates. Building a professional survey is easier than you think."
After SurveyCake
Q: How do you design and promote your course satisfaction form?
We place great importance on feedback from merchants who attend our courses and events, so the marketing team runs a satisfaction survey after every in-person or online event to understand whether users are satisfied with the course topic, or what other topics they'd like to see. If users rate a guest instructor highly, that feedback also becomes valuable for maintaining our relationship with that speaker.
"The satisfaction form lets us understand how satisfied users are with instructors, and whether the course design needs improvement."
Earlier this year, because of the COVID-19 pandemic, we quickly adapted to support merchants by converting in-person events into live-streamed online courses. Because the barrier to joining a livestream is low, usage grew significantly, with each online event drawing more than 100 participants, helping us collect user feedback faster.
When designing a satisfaction form, we reference SurveyCake's free preset templates and trim it down to essential questions, such as a 1 to 5 satisfaction rating for the course, what could be improved about the talk, and encouragement for the team, helping us build a survey quickly.
Q: Beyond course satisfaction, what other survey applications do you use?
We also use surveys for persona research and managing our seller community's most loyal members.
Persona research lets us understand, before launching a new feature, what existing users expect from it or what difficulties they're currently facing. With SurveyCake's statistical charts and Cross Tabulation, we can quickly see how results are distributed and cross-reference the data, helping us build a presentation demo directly for cross-department teams, which saves a lot of time when reporting.
"No need to download to Excel and run a pivot table. It saves 80% of the time spent making charts, letting the team focus on the survey results and thinking about the next step."
For managing our seller community's most loyal members, we created a dedicated Facebook group for merchants (a seller community). When merchants join, they need to fill in some basic information, such as their bio and industry. Because Facebook group applications allow at most 3 questions, that's too few for us to really understand a merchant, so we include a survey link in one of the questions, asking applicants to fill out the survey to help with reviewing their application.
We regularly review the number and background of members to decide which merchants to tag when posting, helping merchants get the information they need effectively.
"Surveys help us manage membership and raise group engagement, and we import survey results into Google Sheets for centralized management."
A Word for SurveyCake
Q: What is SurveyCake's most practical feature?
We use the file upload question type to help merchants get a product photo health check. For example, when running a course on how to shoot product photos, merchants can upload their recent product photos into the survey at registration, letting the instructor review them beforehand and plan the course content, without needing back-and-forth communication over email.
Ranking questions are also a frequently used feature for audience research, for example asking users what operational difficulties they currently face, then providing course content matched to those difficulties, such as how to manage a budget, design creative, or run ads.
Q: What do you like most about SurveyCake?
When planning courses for merchants, we care a great deal about gathering questions beforehand and satisfaction afterward, and our online talks reach a lot of people. SurveyCake quickly helps us understand what matters most to everyone, saves time on back-and-forth communication, and lets us analyze survey results in depth.
Learn More About SHOPLINE
Understand User Needs, Deliver a Strong Strategy
Our thanks to SHOPLINE for taking the time to share their experience and candid feedback, helping us understand the platform's current strengths and weaknesses so we can deliver a better survey service. As a success story, it also shows peers how to use surveys for feedback collection and effectively raise response rates.
Sign up for a free SurveyCake account today. Build your own survey, understand customer feedback and needs, and get your online store known far and wide.
