Tealeaf overview


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IBM Tealeaf overview

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Tealeaf overview

  1. 1. Introduction to Tealeaf Industry Solutions 2013 Fast Start Don Greger Director Federal Sales Philip Zeigler Senior CSP
  2. 2. © 2012 IBM Corporation Agenda 2 What is Tealeaf? Examples Government Value Proposition Demo with Philip Zeigler Q & A
  3. 3. © 2012 IBM Corporation Tealeaf Lets You See: Every customer Every interaction Every time 3
  4. 4. © 2012 IBM Corporation All actionsAll actions All interactionsAll interactions Tealeaf Captures Every Customer, Every Interaction, Every Time All customer experience obstacles All customer experience obstacles 4
  5. 5. © 2012 IBM Corporation "It's as if my team had a blindfold over their eyes. With Tealeaf, the blindfold went away” - Air Canada
  6. 6. © 2012 IBM Corporation Summary of Tealeaf’s Key Features Allows you to quickly diagnose and resolve site obstacles2 Affords the ability to quantify the business impact of any given issue for more effective prioritization3 Provides visibility into the actual customer experience1 Seamlessly integrates with CRM systems to make online customer service more effective5 Provides real-time Customer Experience analytics to engage discovery and web site optimization efforts 4 6 Affords proactive re-marketing or order recovery campaigns6
  7. 7. © 2012 IBM Corporation Tealeaf CX Mobile Enhanced Mobile Browser Replay • Rendered using screen dimensions, device orientation, touch-screen actions • In-depth visibility to recreate problems and optimize mobile functionality Intelligent Device Demographics • Optimized algorithm to derive device details from user agent string • Reliable method to power data for, troubleshooting, behavior analysis, development decisions Advanced In-Screen Visibility • SDK support for mobile-specific actions. E.g. Orientation, swipe • Powers rich replay and mobile experience behavior analysis
  8. 8. © 2012 IBM Corporation A US-based bank reduced Tier 2 escalations by 50% and Average Handle Time by 10% 8
  9. 9. © 2012 IBM Corporation Central Insurance reduces average call resolution time 24 hours to 10 minutes 9
  10. 10. © 2012 IBM Corporation 76%of companies learn about problems online as a result of calls to the contact center Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 2011 10
  11. 11. © 2012 IBM Corporation Are you sure you entered the information correctly? Are you sure you entered the information correctly? What loan fees do you see? What loan fees do you see? What were you trying to accomplish before you contacted me? What were you trying to accomplish before you contacted me? I’m sorry, that error isn’t showing on my system. I’m sorry, that error isn’t showing on my system. What did online help say to do? What did online help say to do? The Challenge: A Visibility Gap Can you read me the exact message you received? Can you read me the exact message you received? ???? 11
  12. 12. © 2012 IBM Corporation Supporting Multi-Channel Customer Experience: Tealeaf Bridges the Online/Offline Gap ??? Replay all interactions Replay all interactions “See” all obstacles first-hand “See” all obstacles first-hand Review session history reports Review session history reports CRM integrated, single-click access CRM integrated, single-click access 12
  13. 13. © 2012 IBM Corporation Tealeaf CSO Suite Powering the Multi-Channel Customer Experience © 1999 - 2010 Tealeaf Technology, Inc. All rights reserved. Confidential and Proprietary. › Reduce call volume by lowering site issues & training users in real-time • Identify common struggle; provide feedback to e-business • Train customers in real-time, on call › Improve agent efficiency by reducing Average Handle Time • Immediate diagnostics require fewer questions hence faster call handle time • Train users through Shadow Browse capabilities • Quickly walk customers through a transaction › Increase agent effectiveness & realize higher conversions • Resolve more calls the first time • Reduce costly escalation to Tier 2 agents • Increase revenue by targeting customers w/ incomplete transactions 13
  14. 14. © 2012 IBM Corporation cxOverstat‘s flexible, on-premise solution with high fidelity replay makes usability analytics actionable Usability Analytics 1. Click Heat Maps 2. Form Field Analytics 3. Link Analytics 4. Attention Map 5. Dynamic Site Support 6. Perform analysis from top bottom or the middle of the funnel Integrated with Tealeaf Replay + • Replay the actual session of any user(s) anywhere in the process at anytime • Discover how a select user navigates your site and compare to how most users navigate your site for additional insights. • Integrated w/ Tealeaf’s leading CEM solution.
  15. 15. © 2012 IBM Corporation Dynamic function support: View usability analytics for a page or a view Supports functions that are dependent on user action or other variable elements such as time or device (phone, desktop). Overlay heat maps, attention maps or perform form or link analytics on each different view.
  16. 16. © 2012 IBM Corporation cxOverstat’s user interface: Analytics are accessible via a drop down menu from browser-based replay
  17. 17. © 2012 IBM Corporation Click heat maps let you discover where your visitors click on a page & on which content A red hotspot means that a large percentage of visitors interacted with the content.
  18. 18. © 2012 IBM Corporation Form analytics: Helps optimize each and every field See the percentage of users that drop off at each step.
  19. 19. © 2012 IBM Corporation Form analytics cont’d: Also helps increase form conversion and completion rates See how long visitors take to complete each field. Determine the form conversion rate.
  20. 20. © 2012 IBM Corporation • Unemployment Department in a large Western State. • Reduced Resolution Time from 30 min to 3 min • Reduced calls-per-resolution from 2 to 1 • Reduced call abandonment from over 60% to 10% • Phishing attack on a Federal Agency • Detected thousands of attempted log-ins from the same location • Information permitted the developers to quickly shut them down and report to law enforcement • Fraud at a National Airline • Buy ticket at 4am, fly at 6am with stolen credit card • Tealeaf identified the criminals and authorities were waiting at the gates. Examples
  21. 21. © 2012 IBM Corporation 29%of Fortune 100 companies rely on Tealeaf
  22. 22. © 2012 IBM Corporation Tealeaf’s Product Suites Tealeaf’s Customer Experience Management (CEM) Solutions
  23. 23. © 2012 IBM Corporation Value for Government Increasing adoption and demand for services Aging infrastructure that can’t support demand Mobile computing demands Funding and budgetary issues Staff/Knowledge retention Decentralization Security
  24. 24. © 2012 IBM Corporation Value for Government Increase adoption of the online (cost efficient) channel Reduce support and administrative costs Optimize content delivered via online channel, esp. self service tools Improve organizational efficiency Improve the quality of information and information supply Improve service levels Increased citizen / customer satisfaction
  25. 25. © 2012 IBM Corporation Value for Government Government sites can use Tealeaf to help optimize many processes, including: • E-file for taxes • Unemployment or disability benefits/claims • Online payments—tickets, business forms, court, etc • Research by individuals or businesses • Online form submission • Online record keeping • Health and human services • Self-service support tools • Call Center
  26. 26. © 2012 IBM Corporation Government Account Examples Census Bureau NIH Department of Education USA.gov Department of Veterans Affairs FEMA NOAA National Archives Social Security Online USGS The White House DISA NASA –Homeland Security –Recovery.gov –NIH.gov –CDC.gov –USDA.gov –Commerce.gov –SSA.gov –USAjobs.gov –HHS.gov –FDA.gov –Gov.com Every State – Public services related sites like MVA (or DMV) and Unemployment, Court sites, schools, etc.
  27. 27. © 2012 IBM Corporation Deal Value and Contracting Vehicles
  28. 28. Thank You! Don Greger dgreger@us.ibm.com 301-524-2927