CX’perencing the Silver Lining on the Cloud – Tealeaf SaaS

IBM Tealeaf Customer Experience on Cloud is a SaaS subscription offering that is deployed on the IBM SoftLayer cloud infrastructure. Customer experience data from traditional/mobile web and mobile apps (iOS and Android) is captured and sent to the IBM-hosted and managed cloud environment. Captured data can include application interactions, device information, and user context data. Reports that are based on customer experience data can then be accessed in the cloud from any browser-enabled device.

Tealeaf Customer Behavior Analytics on Cloud can help companies to identify and reduce customer struggle with applications. Typical use cases include the ability to:

• Surface behavior patterns from complex data sets that are indicators of experience-related issues.
• Understand the customer experience through analytics and interaction details.
• Isolate customer struggle against environmental variables, customer context, and certain application interactions.
• Drill down and determine the root cause of the customer struggle.

Key Benefits

With Tealeaf SaaS, you pay for what you need, without having to buy hardware to host your new applications. And as your business scale up, there’s no need to invest in server capacity and software licenses. Simply adjust the subscription.

With Tealeaf SaaS, you pay for what you need, without having to buy hardware to host your new applications. IBM delivers on-boarding services to help subscribers instrument their applications with the appropriate Tealeaf SDK and to configure Tealeaf on Cloud CX for their application-specific analytics and reporting requirements. The time to a working solution can drop from months in the traditional model to weeks, days or hours with the SaaS model.

Work anywhere: Since the software is hosted in the cloud and accessible over the internet, business analysts can access it via mobile devices wherever they are connected. For road warriors, the ability to access the CEM report and data when they need it can change the nature of a sale. Not only is the Tealeaf CX on Cloud reporting feature compatible with mobile devices but it is also touch-enabled and easily used on touch screen devices and desktops.

Fueling Rapid Customer Experience Management Process (CEMP) on the Cloud

Tealeaf SaaS accelerates the whole CEMP process. CEMP helps in collecting and analyzing customer feedback across business channels to measure and close the gap between the intended customer experience and the actual customer experience. This is supported by the philosophy that providing consistently positive experiences will retain customers and improve the organisation's market position.

In this blog, we are going to focus on the CEMP applied on a checkout process @ JG online Retailer

Check out process which consists of 6 steps is at the bottom of your sales funnel. You’ve spent time and money across marketing channels to get those qualified users to your checkout page. Don’t lose them now. A poor check out  page is like punching a hole in your stream of investment dollars. 

The CEM Dashboard process collection of reports bring insights on the 360 degree of the poor customer experience or challenges that stops the customer completing what he or she intends to do.

Here we are going to walk in thru an CEM analyst role.  It is his/her responsibility to make sure the check out performance is as per the business objectives. This is conducted by just logging on to the CEM dashboard ensure KPIs are working as per the goal

The process kicks off with Abandonment KPI Analysis which reveals checkout performance.

Based on the KPI results, Analyst notices lots of abandonments are happening and in order to identify the root cause, he/she looks at the step process results summary

And this highlights that majority of the struggles are around step 2 to step 3. Now he/she examines the detailed reports on step 2 to step 3 drop off

Upon drill down using session time line, analyst finds it  easy to Identify the struggle pattern

Identifies the pattern struggle. Repeated message “The value in the Quantity field is invalid. Ensure the value is a positive integer and try again."

After looking the details, analyst notices the white space after the digit onto the quantity field as the root cause.

Having understood the "why" behind this, he/she needs to understand the magnitude of the struggle. This is explored with ad-hoc report around the identified struggle.

Having seen the weekly impact of happening more than 840 times, this needs immediate attention and  to be fixed by collaborating with the development team to trim off the spaces.

While development team is fixing and releasing using agile sprint cycles, let us monitor for the improvements based on the outcome of the releases

Summary:

Tealeaf SaaS uses a unique, data capture approach that captures all data for each user session. This means that users select what data to keep instead of tagging what data to collect. Relevant data is flagged by using a proprietary approach called "eventing". This allows a customer's session to be tracked from start to finish. Session data is captured, routed through a unique array of application services, and ultimately stored. By querying this data, users can create highly customizable, real-time reports that can be targeted to executives or data analysts.

Tealeaf CX on Cloud has easy-to-configure events, reports, and dashboards that allow the customer to consume their results nearly immediately. In addition to these, users can customize both reports and dashboards to suit their organization's analytic demands. All dashboards can be shared between other users within an organization. The data is presented to the user through responsive charts and graphs and offers drill-down functionality to access the multilayered data