Support the Multi-channel Customer Experience

Customers today want to interact with you through their channels of choice, whether it's online, over the phone, in store, via email or text. In most cases, they interact with you through multiple channels per transaction. To succeed in this multi-channel environment, organizations need to connect the dots across channels to ensure smooth customer experiences across all touch points.

Yet there's much work to be done in this area. Most customers report far from stellar experiences when they move from the web to the contact center—a disconnect that causes many to ultimately stop doing business with the company in question.

Tealeaf offers an effective solution. Bridging the gap between online and offline channels, Tealeaf provides Customer Service with real-time visibility into what customers are doing online. With this information in hand, service organizations can support their customers like never before, ensuring that those customers come back again and again, no matter what channel they prefer.

Tealeaf gives you the tools and insight to:

• Arm customer support agents with the ability to replay customers' online sessions to see exactly what they did before contacting support.
• Shadow browse along with customers while live on a call.
• Smooth the transition from the web to the phone channel.
• Deliver superior multi-channel customer support.
• Resolve more problems at the first point of contact instead of escalating issues unnecessarily.
• Improve agent efficiency by integrating with existing customer support tools.

"Tealeaf's customer experience data has become a common language at ARC. From customer service and the development team, to product management and the executive staff, Tealeaf provides the common thread in how we talk about servicing our customers better." - Airlines Reporting Corporation