Solutions for Driving the Adoption of Self Service

Across every industry and geography, online self-service allows companies to provide more convenient service to customers and employees while lowering the cost of each interaction. However, there is often one big hurdle to overcome — adoption. While users will not always switch away due to poor customer experience issues, they may opt to stop using the site altogether in favor of more costly channels, such as calling customer service. To accelerate its adoption, self-service must be part of a multi-channel strategy that brings together the entire organization. With the right tools and visibility, together, you will be able to analyze customer motivations and movements for every site visit and quickly address customer issues, while moving towards the full potential of self-service.

Tealeaf gives you the tools and insight to:

• See exactly what the customer saw and did on your web site through their eyes.
• Fuel adoption of self-service initiatives by immediately detecting and analyzing alarming trends when key performance indicators (KPIs) exceed or fall below defined business goals.
• Resolve more problems at the first point of contact while avoiding unnecessary escalations and time-consuming customer disputes.
• Make more-informed decisions by enabling business users and usability teams to see first-hand what customers experience.
• Align the entire organization by providing a common language in how you talk about servicing your customers better.

"Tealeaf's products ensure that the agents who use our Web portal can accurately manage every aspect of their customers' needs, including rates, quotes, and policies to facilitate sales." - Assistant Vice President, Enterprise Network Systems, State Auto