Como melhorar a experiência online do ClienteNuno Próspero S.

Customer Experience – Digital

Vodafone Portugal

DesafiosComo gerir a experiência no mundo digital?

Como gerir as elevadas expectativas dos Clientes?

DesafiosComo monitorizar a experiência no mundo real?

Como garantir níveis de qualidade de excelência?

IBM® Tealeaf improves the online customer experience by capturing and managing visitor interactions on websites

Identify technical, process and usabilityobstacles that stop people fromcompleting purchasing funnel

Increase conversion

rates

Reduce IT costs

Identify reasons for

low customer

satisfaction scores

Increase customer service

efficiency

Recover lost

revenue

Use Tealeaf to investigate andreproduce customer issues. Alsoavoid projects that will not deliverbenefit and mitigate risk whenrolling out site changes

Review sessions thatresulted in low survey scoresor poor feedback

Reduce resolution time byempowering CSRs to replaycustomer sessions. Alsodeflect customer service callsby improving self serviceprocesses

Identify customers who abandon purchase funnel in

near real time and proactively reach out

Usability Issues Technical Errors Business Analysis

Form analysis

CAPTCHA impact

Performance

Error messages

Replicate scenarios

Enriching bug report

Lift conversion rate

Monitor main business processes

Exemplos de utilização

Dashboard – Digital KPIs

FormAnalysis

FormAnalysis – CAPTCHA

Technical errors – eg Broken links

Performance

Replicar cenários

Erro técnicoCódigo postal mal

formatado

Replicar cenários

• Monitorização das principais user journeys (dashboard e alarmística)

• Análise aprofundada sobre comportamento online

– Complementar a web analytics

• Gestão de Qualidade

– Erros técnicos

– Performance

• Melhoria fluxo interno de reporting / correção

– Time to market

Piloto Tealeaf – Resumo

Obrigado!