In the business world, money speaks louder than words. Each day you face tremendous pressure to increase revenue and reduce costs. It's no longer profitable for your business to focus solely on customer acquisition. You must take it a step further and seek ways to improve conversion rates for your critical ebusiness processes.
Challenges
- Industry conversion rates that remain between 2 and 2.5 percent, even after 10+ years.
- No visibility into why customers abandon key business processes, such as checkout, site registration, bill pay, mortgage applications, etc.
- Difficulty understanding the true cause for abandonment: was it application or system issues, poor site usability, or just a mediocre offer?
- Existing technology does not provide clear insight into the real customer experience — it only gives data points and aggregate metrics telling where the customer abandoned, but not why.
The Solution
Tealeaf captures every online customer's interaction, every time, giving you unprecedented visibility into their experiences. You can now see your customers' behavior and have the tools to better analyze their motivations and movements for every site visit. Understanding "why" not only ensures that more transactions are successfully completed; it also enables you to be more proactive and intuitive in servicing your customers. Discover Tealeaf's Customer Experience Management solutions.
Key Benefits
- Improve conversion rates by understanding why customers do not adopt and complete online processes.
- Know the impact and potential cost of site obstacles by analyzing how each issue changes the success rates for customers trying to complete an ebusiness process.
- Reduce lost business by immediately detecting and analyzing alarming trends when key performance indicators (KPIs) exceed or fall below defined business goals.
- Drill-down from KPIs directly into the actual visitor experience recording to understand true customer behavior.
Customer Success — Musician's Friend
Tealeaf provided Musician's Friend (the online arm of Guitar City) with the visibility to quickly identify and correct online problems. In the first month following the Tealeaf deployment, the company identified and immediately corrected a significant web application issue that would have resulted in more than 200 lost carts per day. With Tealeaf, Musician's Friend has been able to swiftly detect obstacles that prevent customers from successfully using its e-business service, while taking the necessary corrective actions to quickly meet customer needs and improve conversion rates.
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