Today's online applications are often more intricate than the human body. They are evolving beasts with complicated UI and application logic required to generate dynamic individual experiences. And when something goes wrong, it is seemingly impossible — even for a team of experts — to easily identify, understand, and quantify customer-facing issues.
Challenges
- Many customer issues go undetected or unknown for a surprisingly long time, and even when problems are finally detected, it can be nearly impossible to effectively reproduce.
- Vast numbers of known problems remain "on the books" as closed, non-reproducible issues because they simply cannot be recreated.
- Certain types of issues can be reported by system management systems, but these are seldom the most critical ones.
- When a customer reports an issue, is it affecting one customer or one million? Without the ability to size and scope a problem, it is very difficult to assign the appropriate priority to it.
- Most companies do not know if certain classes of issues have any real impact on the end-user or the business overall.
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
- Mine your complete customer dataset to discover unique situations or otherwise unknown obstacles.
- Replay any customer session to see the exact experience, providing immediate reproduction of even the most elusive problems.
- View reports that quantify the occurrence of known, as well as hidden customer-facing issues.
- Perform cross-session analysis to determine the commonalities among impacted sessions for rapid diagnosis and resolution.
- Receive alerts in real-time when any issue affects your online customers beyond a defined threshold.
Customer Success – Priceline.com
Tealeaf discovered and removed major obstacles preventing successful bookings right before a busy holiday weekend. It alerted the technical team to a significant number of customers who were going through the entire booking process but unable to complete the transaction. With Tealeaf, Priceline reduced problem resolution and repair costs by 60% through immediate access to reproducible examples and eliminating unnecessary resources. Read the full story.
