Tealeaf's Customer Experience Management Solutions

Introducing Real-Time Customer Experience Management

Today web sites are more dynamic and complex than ever before. At the same time, online customers have matured and often behave and use web sites in unexpected and unanticipated ways. Meanwhile, the influence of social media has made it critical to address customer satisfaction issues as swiftly as possible. Considered all together, this means that standard practices for managing the online channel must change. They must be real-time and extend beyond basic daily metrics and traditional KPIs, which are too high-level and rigid to measure what's really important—customer struggle.

With the launch of Tealeaf 8, we answer by delivering groundbreaking new capabilities for Real-Time Customer Experience Management. And paramount to Tealeaf 8 is the creation of the new essential—Struggle Scores.

With a completely re-architected event engine, Tealeaf now has the ability to grade customer experiences in real-time by identifying patterns of behavior that signify struggle.

How Do We Score Struggle?

The easiest way to explain customer struggle scoring is by showing you a real example.

In this example, the struggle score was "high" and the scoring levers were the fact that Rob had to restart the checkout process, restart from a point deep within the funnel when success rates are typically high, and the fact that he still ultimately failed. (It's important to note that Tealeaf's struggle scoring levers and calibration scale are completely customizable by your organization.)

Struggle Scores are essential, but without an early warning system into significant changes, not entirely practical when you consider the fact that you may have hundreds if not thousands of potential struggle sources on your web site. This is the very reason we also developed our Top Movers & Drivers dashboard, which leverages algorithmic discovery to automatically surface your site's highest-impact struggle sources—at this very hour—so you can take immediate action.

Focusing on minimizing customer struggle sources will help open the door to customer-centric change at your organization. But, at the end of the day, the true goal is to improve the business performance of your web site, which is why Tealeaf 8 was designed specifically with the ebusiness analyst in mind. Tealeaf 8 includes a pioneering analysis workbench that includes an intuitive, drag and drop Dimensional Report Builder enabling revenue impact analysis of struggle sources and segmentation analysis by specific behaviors.

Ultimately, Tealeaf 8 and Real-Time Customer Experience Management is about affording corrective ebusiness actions—whether that means taking action to optimize the site, reduce lost revenue or recover customers.

If you would like more information about Tealeaf 8, please contact us.