Channel Investment And Integra1on
A slideshare by Tealeaf, an IBM Company based on findings from Econsultancy’s 2012 Reducing Customer Struggle Survey
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Business-‐consumer rela/onships are becoming digital. And businesses have to work hard to ensure online and mobile experiences meet high consumer expecta1ons.
INTRODUCTION
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Companies are upping digital investment.
Only a minority (29%) plan to invest more in call centers, but 78% state online experience issues are highlighted via this channel
How is the shi@ in customer channel usage impac1ng investment?
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How is the shi@ in customer channel usage impac1ng investment?
49%
56% The quality of customer experience in call centers dropped between 2011 and 2012 from 56% to 49%
. *Is there a way of turning these into a graphic with an arrow showing the drop from 56% down to 49%? The quality of customer experience for mobile has improved significantly (from 9% to 18% between 2011 and 2012). * Is there a way of turning these into a graphic with an upward arrow showing the liP from 9-‐18%?
The quality of customer experience for mobile has improved significantly (from 9% to 18% between 2011 and 2012)
9% 18%
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Is consistency of experience being factored in?
There is a lack of integra1on between channels. Only 4% rate their overall online customer experience as excellent; this drops to just 3% for mobile.
of businesses have no real offline visibility of how individual customers engage with their website
61%
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Less than a third of companies have regular communica/on between their online team and call center. The amount of companies with no communica1on between their online team and call center doubled in the past year.
How well do companies understand the online customer experience?
58% are not measuring the resolution of issues surrounding poor online customer experience
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Provide a seamless customer experience Gain visibility across all consumer touch points Spread your investment wisely
1 2 3
3 1ps for providing an impressive mul1channel experience:
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About Tealeaf, an IBM company Tealeaf, an IBM Company, is a leading provider of digital customer experience management and customer behavior analysis solu/ons. Tealeaf solu/ons enable companies to be[er understand the “why” of a customer’s online and mobile interac/ons to enhance the customer experience. The acquisi/on of Tealeaf extends IBM’s exis/ng quan/ta/ve web and digital analy/c capabili/es in Coremetrics and Unica solu/ons with qualita/ve analy/cs capabili/es to record, replay and analyze a customer’s digital interac/ons. Tealeaf was acquired by IBM in June 2012. For more informa/on, please visit www.tealeaf.com.
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About Econsultancy Econsultancy is a global independent community-‐based publisher, focused on best prac/ce digital marke/ng and e-‐commerce, and used by over 400,000 internet professionals every month. Our hub has 120,000+ members worldwide from clients, agencies and suppliers alike with over 90% member reten/on rate. We help our members build their internal capabili/es via a combina/on of research reports and how-‐to guides, training and development, consultancy, face-‐to-‐face conferences, forums and professional networking.