Challenge: There are two key elements to the process of customer experience improvement: measurement and management. MandMDirect was already using web analytics as a source of quantitative information, by gathering and analyzing basic traffic figures. However, while useful in getting a big picture perspective, such measurements resulted in only a high-level summary of what was happening throughout the site. Using only the data provided by web analytics, MandMDirect had no reliable way of understanding exactly why customers abandoned a shopping session or whether, rather than seeing a drop-off as a transaction failure, the customer returned later to complete the purchase…
Approach: After looking into potential solutions, MandMDirect identified Tealeaf as the best way to capture and analyze customer interactions. Instead of basing vital site decisions purely on quantitative reporting, MandMDirect is now able to observe the qualitative details of customer behavior using Tealeaf’s real-time platform. Specifically, Tealeaf’s unique replay ability (a page-by-page, browser-level recording of the actual customer experience) allows MandMDirect to quickly discover, diagnose and repair issues that interfere with users’ efforts to transact online. At a higher level, this extensive datastore of all customer sessions allows the business to make better, more informed strategic decisions. Discover more about MandMDirect.com
Related Case Studies:
- Case Study on Ideal Shopping Direct Challenge: For a company accustomed to the controlled medium of...
- Case Study for Direct Ferries Challenge: As with many ebusinesses, Direct Ferries is constantly looking...
- Case Study of Ginza Challenges: With Ginza’s online channel playing such a pivotal role...
- Case Study for LV= Insurance The Challenge: Given the importance of LV=’s online channel and...
- Case Study for Choice Hotels “We are now able to identify gaps in our customer...