Use online customer service optimization to improve problem resolution
IBM® Tealeaf® cxReveal makes use of the core functionality of the Tealeaf CX platform—session replay and search—to provide online customer service optimization. Tealeaf cxReveal packages this information into a simple user interface for more efficient use by customer service representatives, sales associates and marketing personnel. Using one-click retrieval, users have instant access to both live and historical customer sessions from any existing CRM solution.
Tealeaf cxReveal helps the Customer Contact Center organization to:
- Accelerate the customer's problem resolution and reduce call-handle time with live customer sessions, and empower customers by coaching them to successfully complete a transaction.
- Gain session history summary reports of historical activities of any given customer.
- Replay session quick views about a chosen customer's session without having to replay the entire session.
- Deliver activity dashboards and reporting to management with insight into CSR usage and training needs.
- Quickly deploy to onsite and distributed employees through universal, web-based access.
Accelerate the customer's problem resolution and reduce call-handle time
- Provide customizable search options that can be directly integrated into an existing CRM console (for example, Siebel, Salesforce.com, Kana, Remedy or custom web-based CRM interface).
- Replay the page-by-page, browser-level recording of the customer's online experience.
- See all actions (for example, link selections), all interactions (such as form field inputs), and any customer experience obstacles (site error messages and others).
- Quickly respond to customer needs without asking numerous questions about their sessions.
- Resolve customer disputes and issues by replaying their actual current or historical activity.
Gain session history summary reports
- Review historical activities of any given customer.
Replay session quick views
- Replay a chosen customer's session at any point in the process without having to replay the entire session.
Deliver activity dashboards and reporting
- Provide comprehensive customer experience management with dashboards and reports to management with insight into CSR usage and training needs.
Quickly deploy to onsite and distributed employees
- Fully integrated with other Tealeaf products to help companies deploy customer experience management capabilities more quickly.
Watch a 2-minute video highlighting a few key screens from cxReveal.
Watch the video
Accelerate problem resolution and reduce call-handle time by shadow-browsing live customer sessions.
Create session history summary reports for activities of any given customer.
Replay session quick views on any chosen customer session.
Customizable search options can be integrated directly into an existing CRM console.