The Challenge: Given the importance of LV=’s online channel and the company’s interest in providing a high-touch customer experience, LV= needed a more effective way to analyse and understand its customers. In the contact centre, LV= used call recording techniques and reviewed ‘live’ chat transcripts to create a clear picture of customer behaviour. Online, however, the company did not have a solution that provided these same insights. Thus, LV= was unable to offer a fully optimised online experience and as a result, the company could have missed out on business opportunities.
The Solution: LV= solved this problem with Tealeaf’s online Customer Experience Management (CEM) solution. Tealeaf provides LV= with full visibility into how customers interact with the company’s website. Tealeaf provides insights beyond the quantitative metrics found in web analytics, by capturing every customer experience online. Similar to recording calls in the contact centre, Tealeaf allows LV= to understand precisely how the site is being used and enables the company to make better optimisation decisions. As a result the insight is used across the business. The ecommerce team use Tealeaf to build and monitor KPI dashboards. Meanwhile, the customer experience team utilises Tealeaf to improve site navigation and usability…
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