Tealeaf cxReveal

Enabling More Informed and Effective Customer Service

We've all been there... calling Customer Support after experiencing a problem with a company's web site, only to have to explain in exhausting detail what occurred online.

Armed with the online visibility cxReveal provides, Customer Service teams are fully equipped to respond quickly to such customer needs. At a basic level, this means call handle times become shorter, first call resolution rates are increased and costly escalations are reduced. For more advanced organizations, cxReveal offers a common language and natural feedback loop between groups who have traditionally operated separately. Now, the ebusiness team, contact center, sales and marketing teams can work together to improve customer acquisition, increase up-sell or cross-sell effectiveness, power order recovery efforts and service today's multi-channel customer.

How It Works

cxReveal takes the core functionality of cxImpact—session replay and search—and packages it into a simple user interface for efficient use by Customer Service representatives (CSRs), sales associates, even marketing personnel. Using one-click retrieval, users have instant access to both live and historical customer sessions from any existing CRM solution.

Key Benefits

• Improve customer satisfaction and retention by offering more informed customer service.
• Reduce call handle time by eliminating the diagnostic questions usually required to get to the bottom of failed transactions and other website issues.
• Increase first call resolution rates and eliminate unnecessary escalations to Tier II or Tier III resources.
• Bridge the gap between your organization's online and offline channels.
• Accelerate up-sell and cross-sell effectiveness, as well as order recovery initiatives.
• Gain operational efficiencies and cross-organizational communications through enhanced workflow and automated escalation of issues—whether to IT or higher levels of support.
• Improve agent efficiency by integrating with existing customer support tools.

Feature Highlights

• Shadow browse during live customer sessions or quickly search and replay any historical customer session.
• Session History Summary Reports provide a "quick-glance" view into the site activities of any given customer.
• Annotations allow service representatives to categorize a customer's session (e.g., "user confusion") for future reporting and analysis.
• Activity Dashboards and Reporting provide management with insight into CSR usage and training needs.
• Simplified deployment to on-site and distributed employees through universal, web-based access.
• Integrate with existing CRM solutions or other customer support tools through open APIs.