It's not rocket science, a secret ingredient, or a rock star's endorsement. High-touch customer service can be your best competitive advantage in attracting — and keeping — loyal customers. As you continually roll out more online self-service options to your customers, it's vital to incorporate the online channel into your holistic customer service strategy. After all, the reality is that customer self-service still requires service.
Challenges
- The inability to provide prompt, effective resolution of online issues when customers contact support representatives.
- A call center that is detached from the web site with little visibility into why customers are calling.
- Companies not fully incorporating their online channels into their overall customer satisfaction rating.
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
- See exactly what the customer saw and did on your web site through their eyes.
- Resolve more problems at the first point of contact while avoiding unnecessary escalations and time-consuming customer disputes.
- Deliver enhanced and immediate support without distractions and risks via seamless, controlled, and secure access to customer sessions.
- Make more-informed decisions by enabling business users and usability teams to see first-hand what customers experience.
Customer Success – WESCO
Tealeaf enabled individual call center analysts to quickly achieve resolution of customer issues instead of requiring resources from four different functional teams. Using Tealeaf, WESCO analysts were able to easily capture and record customer transactions and resolve problems within 30 minutes of identification. By actively adopting Tealeaf's customer management experience solution, WESCO's web site delivery was able to mirror the company's stated corporate ideal of "innovative and extra effort services." Read the full story.
