Tealeaf cxReveal

Enabling More Informed and Effective Customer Service

Armed with the online visibility cxReveal provides, customer service teams are fully equipped to respond effectively to customer needs. At a basic level, this means first call resolution rates are increased and costly escalations are reduced. But for advanced organizations, cxReveal offers a common language, and natural feedback loop, between groups who have traditionally operated separately. Now, the ebusiness team, call center, sales, and marketing teams can successfully work together to improve customer acquisition, increase up-sell or cross-sell effectiveness, and power order recovery efforts.

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.
• Increase first call resolution rates and eliminate unnecessary escalations to Tier II or Tier III resources.
• Accelerate up-sell or cross-sell effectiveness, as well as order recoveries.
• Gain operational efficiencies and cross-organizational communications through enhanced workflow and automated escalation.

Feature Highlights

• Shadow browse 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.