Enabling More Informed and Effective Customer Service
With the visual evidence Tealeaf cxReveal 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 are fully equipped to respond effectively to the needs of the online customer. First call resolution rates are increased; costly escalations are reduced; and, customer satisfaction and retention is greatly improved.
How it Works
cxReveal takes the core functionality of cxImpact — session replay and search — and packages into a simple user interface for efficient use by customer service representatives. Using one-click retrieval, agents have instant access to both live and recent customer sessions from any existing CRM solution, support portal or custom agent desktop.
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.
- Reduce time-consuming customer disputes by providing indisputable evidence of the online interaction.
- Improve agent efficiencies and cross-organizational communications through enhanced service workflow and automated issue escalation.
Feature Highlights
- The ability for agents to instantly search and visually replay a customer session—a page-by-page, browser-level recording of the customer's online experience.
- Comprehensive security controls to prevent unauthorized service representatives access to customer sessions.
- Custom configuration of session search parameters (based on your specific business requirements) to ensure quick and successful session retrieval.
- Simplified deployment to on-site and distributed agents through universal, web-based access.
For more information, download the Tealeaf cxReveal datasheet.
