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Online consumers are more demanding than ever. They have little, if any, tolerance for website issues, poor site design or longer-than-necessary processes. For organizations with e-commerce channels, this leaves little margin for error. In fact, research indicates that when saddled with an unsatisfying online experience, visitors are likely to abandon their transactions and take their business elsewhere. ...
"Call centers are increasingly being called upon to support customers transacting online or via mobile devices, creating an urgent need for agents to have full visibility into these channels," Geoff Galat, vice president of marketing and product strategy at Tealeaf told CRM Buyer. "To ensure that support teams can immediately understand and respond to customer-specific Web site issues, companies are implementing a best practice of integrating customer experience management (CEM) solutions with their existing CRM consoles."
"A company did a mass mailing and the response was twice as high as normal," Geoff Galat, Tealeaf's vice president, marketing and product strategy, told the E-Commerce Times. "The company was happy about the results until management realized that the firm had sent out a mailer with the wrong price."
A "big disconnect" happens between self-service tools on the Web and service provided through call centers, Geoff Galat, vice president of marketing and technology for Tealeaf, told CRM Buyer. Software that allows call center personnel to see what's happening from the Web customer's perspective seeks to bridge that gap...
No call should strike more fear into the heart of an online business than a call from a customer saying, "Your site won't let me do what I want to do." ...
"People are concerned when they see transaction problems," maintained Geoff Galat, vice president for marketing product strategy for TeaLeaf Technology, a San Francisco-based provider of online customer experience management solutions "They're saying to themselves, 'If they ca...
The Web has been one of the fastest growing sales channels for multi-channel retailers and thus is often regarded with some trepidation and less esteem than traditional retail channels. However, the Web might be starting to show signs of maturity ...
The user's experience is most important, TeaLeaf vice president Geoff Galat agreed. "An end user can access a Web application that delivers a blank screen. That page will no doubt load very quickly and the system is, indeed, up. To twentieth-century notions of availability and performance, that application has succeeded, but that user's attempt at transacting business has failed," he told the E-Commerce Times.
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