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Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

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ESTABLISHING A DISCIPLINED APPROACH TO ONLINE CUSTOMER EXPERIENCE OPTIMIZATION

Overview:

Tealeaf is a leading provider in customer experience analytics software that helps organizations to gain intelligence and react more swiftly to consumer trends in today's digitally transformed marketplace. With real-time and automated insights into online customer buying experiences across online and mobile devices, organizations can gain actionable insight that allows them to improve customer support, transform site usability, tailor marketing campaigns and increase online conversion rates.

Royal Cyber provides Customer Experience Management Services to E-Businesses by creating various ecommerce and process measurement dashboards in order to get detail insights on reasons leading to abandonments and online customer struggle.

Royal Cyber CEM services help e-commerce businesses to deliver profitable results through advanced Customer Experience Analysis, investigating customer behavior using quantitative and qualitative methods to identify root cause and reduce internal or external failures, and proactively identify improvement opportunities.

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Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

  1. 1. 1 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. 4th March, 2015 Unleash your true potential by reducing customer struggles Webinar
  2. 2. 2 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Royal Cyber → Possess Smarter Commerce authorization → IBM Premier Business Partner for around 10 years → Winner of 2013’s IBM Mobile Innovation Award, 2014’s Enterprise Modernization Award → Our client – Office Brands is winner of 2013 IBM Smarter Commerce Sell Award → Team of more than 600 highly skilled IT professionals → Extensive experience digitizing B2B channel → Many assets available for B2B Commerce fast implementation → Offer Both hosted and SAAS based e-commerce offering for large and mid-market organizations
  3. 3. 3 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Agenda What's in for today Tealeaf Overview Benefits Business Impact Features › Reporting › Replay › Search › Alerts Demo Royal Cyber Services
  4. 4. 4 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Tealeaf Overview → Tealeaf monitors communications between your web application and visitors → Which effectively captures the visitor's entire experience on your website → Produce meaningful analytics on → Application problems → Missed opportunities → Areas for improvement
  5. 5. 5 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Business Benefits from Tealeaf → Provides visibility into the actual customer experience → Allows you to quickly diagnose and resolve site obstacles struggle → Affords the ability to quantify the business impact of any given issue for more effective prioritization → Provides real time Customer Experience analytics to engage discovery and web site optimization efforts → Seamlessly integrates with CRM systems to make online customer service more effective → Affords proactive remarketing or order recovery campaigns
  6. 6. 6 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Financial Benefits from Tealeaf 60%reduction in IT and development costs associated with problem reproduction and resolution.. 0.5% increase in site conversion rates.. 1% improvement in customer retention rates from better site experience. 0.5% improvement in average order value from better customer experience.. 10%reduction in IT and development costs associated with better prioritization of site projects and project avoidance.
  7. 7. 7 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Tealeaf Business Impact What is the Business Impact? How many encountered an obstacle? How many transact/ convert despite the obstacle? How does that conversion rate compare to those who did not encounter the obstacle? What does the obstacle cost? 01 02 03 04 05
  8. 8. 8 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Why look at Business Impact? Discover when, where, and why visitor struggle to transact on a site. Understand the impact at the most critical point - right when they are about to transact. Use these findings to communicate and prioritize site optimization
  9. 9. 9 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Control Group Conversion Rate Starts Checkout = 3690 Starts Checkout AND Completes Order = 1707 1707 ------- 3690 X 100 = 46%
  10. 10. 10 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Study Group Conversion Rate S t a r t s C h e c k o u t = 3 6 9 0 Starts Checkout w/ bad coupon = 438 Starts Checkout w/bad coupon AND Completes Order = 48 48 ------- 438 X 100 = 11%
  11. 11. 11 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Study Group Conversion Rate Starts Checkout w/ bad coupon = 438 438 X 46% = 201 Calculate Impact
  12. 12. 12 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Impacted Customers 201 – 48 = 153 Calculate Impact
  13. 13. 13 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Annualized Impact Calculate Impact 153 X $150 = $22, 950 per day $22,950 X 365 = $8,376,750 per year
  14. 14. 14 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Tealeaf Features ReplayReporting AlertsSearch
  15. 15. 15 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Reporting → Pinpoint Struggles with IBM Tealeaf Reporting → Reporting allow you to: – Define the steps in your process – Track abandonment between steps – See trends over time – Drill into sessions when abnormal results suggest a new problem
  16. 16. 16 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Replay Replay types RTV Replay BBR Replay Replay Option Auto as Captured User defined no. of seconds per page
  17. 17. 17 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Search Using tealeaf Search to Find the customer who has reported having issues. Search Session List: • Sessions List Template • Sessions List Options Search Types: • Active Sessions Search • Complete Sessions Search • All Sessions Search Options • Search range • Search Fields Search Session Options • Replay • Page List • Event Detail Quick View • Session Info • Sent to Event Tester
  18. 18. 18 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Alerts → Build Alerts to help to bring in notice crucial critical identified patterns of website struggle. › Repeated start Checkout › Invalid logins 3+ times › Low session counts → Consider areas where visitor may have trouble → Tealeaf Alert Monitor
  19. 19. 19 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. In a Nutshell → IBM Tealeaf provides real-time: › Views of user activity › Searching capabilities › Drill-downs to session replay › Reporting for detection and analysis of customer problems
  20. 20. 20 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Royal Cyber Tealeaf Services We specialize in o Implementation o Migration o Support Services o Performance Tuning o Digital Analytics Integration o Specialized Dashboards o Training and Development
  21. 21. 21 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Why Royal Cyber Services Royal Cyber provides expertise on Tealeaf Administration & Power User Support to our clients. Their daily tasks involve: o Session Replay Analysis o Conduct Business Impact Analysis. o User Experience Analysis o Customer Struggle Analysis o Distribute data via dashboards and score cards to executives and interested parties
  22. 22. 22 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. Questions & Answers
  23. 23. 23 Click to edit Master title style Click to edit Master subtitle style www.royalcyber.com - IBM premier business partner Tealeaf Webinar – Royal Cyber Inc. USA Headquarter: 55 Shuman Blvd, Suite 1025, Naperville, IL 60563 USA. Tel: +1.630.355.6292 Australia Office: Level 12, 1 Pacific Highway, North Sydney, NSW 2060, Australia Tel: (0)299.59.9680, UK Office: RC Technology Limited. Suite 202, Lansdowne Building, 2 Lansdowne Road, Croydon, Surrey, UK, CR9 2ER. Tel: +44.(0)208.263.6043 South Africa Office: Royal Cyber Pty Ltd 3rd Floor, 5 Sturdee Ave, 2196 Rosebank, Johannesburg, Gauteng, South Africa Tel: +27.10.500.8120 Pakistan Office: Caesars Tower (National IT Park), Office No: 1101 to 1104, Sharah-e-Faisal, 75350 Karachi, Pakistan Tel: +92.21.3280.3061-62 www.royalcyber.com India Office: Economist House, East wing, 2nd Floor, # S-15, Thiru Vi Ka Industrial Estate, Gunidy, Chennai – 600032, Tamil Nadu, India. Tel: +91 44 4230 3648 / 3649 Email : Information Desk:commerce.marketing@royalcyber.com Technical Support: support@royalcyber.com Accounts and Billing: billing@royalcyber.com Office Hours : Monday – Friday: 8:00 am to 6:00 pm CST

ESTABLISHING A DISCIPLINED APPROACH TO ONLINE CUSTOMER EXPERIENCE OPTIMIZATION Overview: Tealeaf is a leading provider in customer experience analytics software that helps organizations to gain intelligence and react more swiftly to consumer trends in today's digitally transformed marketplace. With real-time and automated insights into online customer buying experiences across online and mobile devices, organizations can gain actionable insight that allows them to improve customer support, transform site usability, tailor marketing campaigns and increase online conversion rates. Royal Cyber provides Customer Experience Management Services to E-Businesses by creating various ecommerce and process measurement dashboards in order to get detail insights on reasons leading to abandonments and online customer struggle. Royal Cyber CEM services help e-commerce businesses to deliver profitable results through advanced Customer Experience Analysis, investigating customer behavior using quantitative and qualitative methods to identify root cause and reduce internal or external failures, and proactively identify improvement opportunities.

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