Case Study: The Day Pro Teeth Guard Stopped Guessing Why Customers Were Leaving

Every day, Jingping Ji (JP), founder of Pro Teeth Guard, watched potential customers leave his Pro Teeth Guard website without buying. His custom-fitted night guards were solving a real need – protecting teeth at a fraction of dentist prices. The traffic was there, but sales weren’t matching up.

Like most store owners, JP was drowning in data but starving for answers. Hotjar heatmaps, analytics dashboards, best practice articles – none of them explained why browsers weren’t becoming buyers. Money was being left on the table every day.

“We were redesigning the site, and it was crucial to figure out where friction points were and how to address them,” JP explained. He couldn’t afford to guess wrong and risk breaking what was already working.

When Analytics Tell You What But Not Why

Instead of more analytics tools, JP needed actual customer insights. Through Conversion Crimes’ conversion studies, he could finally watch real people shop his store while speaking their thoughts aloud.

“It was really helpful to see users go through our website and hear the conversation in their head,” JP shared. Within days, patterns emerged that no analytics dashboard could show.

“It Was Right There… But Customers Couldn’t See It”

The conversion studies revealed critical conversion barriers hiding in plain sight:

Trust Signals Were Buried: Though they used a professional dental lab (a major trust factor), customers missed this completely. “We had that on our website, but it wasn’t super clear,” JP noted.
Product Selection Was Overwhelming: Four similar night guards left customers stuck in decision paralysis. The solution? A simple product quiz that became one of their highest-engaging features. “The quiz has gotten a really high level of engagement,” JP noted.
Key Details Were Hidden: Customers hesitated because they couldn’t find clear information on these crucial points. “Users weren’t quite sure about the durability or warranty of our products… so we’re also highlighting that benefit more clearly,” JP explained.

From Insights to Impact

The best part? JP could fix these issues before spending money on development. By identifying problems in the design stage, his team and agency implemented changes before writing a single line of code – saving significant time and money on the redesign.

Discovering New Growth Opportunities

The insights from watching real customers didn’t just help fix conversion barriers – they revealed entirely new opportunities. JP’s team discovered that certain information and features resonated more strongly with customers, leading them to:

Craft targeted landing pages for their affiliate program
Optimize their PPC campaigns with customer-focused messaging
Create clearer paths to purchase across all marketing channels

“Some of the landing pages achieve conversion rates that were significantly higher than the overall website conversion rate,” JP shared. Understanding real customer behavior helped them optimize their entire sales funnel, not just their main site.

A Clear Path Forward

Instead of expensive A/B testing tools or conversion specialists, JP got actionable insights he could actually use. “We’re able to design a new version of the website that incorporates these issues and helps resolve them,” he concluded.

See What’s Really Stopping Your Sales

Your store might be losing sales for completely different reasons than you think. Whether you’re planning a redesign or just want to improve your current site, Conversion Crimes helps you see your store through your customers’ eyes – so you can fix what’s actually broken, not what you think might be wrong.