With knowledge and understanding comes great power—and rewards. As more people rely on the Internet to conduct their daily business tasks, it’s critical for your business to deploy solutions and processes for documenting their online experiences with your web site. This powerful information will enable you to handle disputes successfully, satisfy compliance requirements, and enjoy long-term, profitable customer relationships.
Challenges
- Inaccessible, poorly documented “proof” to utilize when customer issues grow into formal disputes.
- Relying solely on transactional records to handle online customer disputes, which fail to provide a complete picture of what actually occurred.
- Expensive discovery and legal costs to resolve customer disputes over transaction terms and pricing.
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
- Resolve customer disputes quickly and easily by having a permanent, archived and instantly replayable record of all critical online transactions (e.g., all trades, all purchases, etc.)
- Retain a complete record of every single interaction made by an online customer for ongoing audit and record-keeping purposes.
- Review and examine previous customer interactions without requiring technical skills.
Customer Success – optionsXpress
Prior to using Tealeaf, optionsXpress received regular disputes from customers claiming that they were underpaid for their trades. Since the company had no record of actual customer sessions, it routinely settled these disputes by paying them out. With Tealeaf, optionsXpress was able to provide exact details of complete customer interactions resulting in immediate reduction in payouts. Learn more.
