In the online world today, where competitors are just a click away, companies must differentiate through superior customer service. In order to provide your customers with valuable assistance in support of their online activities, Tealeaf offers our Customer Service Optimization Suite, which includes cxReveal and cxVerify.
Customer service optimization is about bridging the divide between contact centers and the day-to-day operations of the web site, so representatives are fully equipped to respond effectively to the needs of the online customer. With the visual evidence Tealeaf provides, agents have the full context to understand why a given user did or did not complete a process successfully on the site. Armed with this information, customer service teams can increase first call resolution rates, reduce costly escalations and improve customer retention. Perhaps, most importantly, Tealeaf provides a common language, and natural feedback loop, between groups that have traditionally operated separately. Now, the Web and call center teams can successfully work together for the benefit of the company and its customers.
Key Benefits
- Increase customer service effectiveness by providing agents with instant access to online customer sessions.
- Preserve records of online customer interactions to quickly and accurately resolve customer disputes.
Products
- Tealeaf cxReveal
Tealeaf cxReveal empowers customer service teams with instant, replayable access to both live and recent customer interactions on your web site from any existing CRM console or support portal. - Tealeaf cxVerify
Tealeaf cxVerify preserves a complete and permanent archived record of any or all customer interactions on your web site for effective customer dispute resolution. Many organizations also leverage cxVerify for fraud investigations, as well as for audit and compliance requirements.
