Tealeaf's Customer Service Optimization Suite

With online competitors just a click away, companies must distinguish themselves through superior customer service. Of course, this is far easier said than done. For example, how do you ensure a smooth transition when a customer moves from an online channel to an offline channel? In order to provide your customers with valuable assistance in support of their online activities, Tealeaf offers our Customer Service Optimization Suite, which includes cxReveal and cxVerify.

Customer service optimization is about bridging the divide between Contact Centers and the day-to-day operations of the web site, so representatives are fully equipped to respond effectively to the needs of the multi-channel customer. With the visual evidence Tealeaf provides, agents have the full context to understand why a given user did or did not complete a process successfully on the site. Armed with this information, customer service teams can increase first call resolution rates and reduce costly escalations.

Significantly, Tealeaf provides a common language and natural feedback loop between groups that have traditionally operated separately. Now the web, call center and even sales and marketing teams can work together to improve customer acquisition, increase up-sell and cross-sell effectiveness, power order recovery efforts and improve customer satisfaction and retention.

Key Benefits

• Increase customer service effectiveness by providing agents with instant access to online customer sessions.
• Preserve records of online customer interactions to quickly and accurately resolve customer disputes.
• Service the multi-channel customer by connecting the dots between online and offline channels.

Products

• Tealeaf cxReveal
  Tealeaf cxReveal empowers Customer Service teams with instant access to both live and historical customer activities on your web site from any existing CRM console. This unprecedented visibility helps organizations increase first call resolution rates, reduce unnecessary escalations, and improve customer retention.
• Tealeaf cxVerify
  Tealeaf cxVerify preserves a complete and permanent archived record of any or all customer interactions on your web site for effective customer dispute resolution. Many organizations also leverage cxVerify for fraud investigations, as well as for audit and compliance requirements.