Challenge: Web analytics has traditionally been the de facto solution for monitoring web site health. But Quicken Loans often struggled to gain deeper customer insights beyond high level reporting and metrics. Because customers are surprisingly unpredictable in their online behavior, it’s often difficult to identify all the obstacles that impede customer conversion. With web analytics, it is virtually impossible to determine precisely why site conversion has dropped or why customers have behaved in a certain manner. What Quicken Loans needed was a solution that could provide better visibility into the online channel, so that they could make more effective decisions to improve customer conversion, satisfaction and retention.
Approach: To address the challenge, Quicken Loans turned to Tealeaf for an online customer experience management solution that would enable them to get the reporting capabilities of a web analytics solution and also provide the ability to drill-down into the qualitative insights of real customer behavior. Now, instead of hypothesizing about peculiar site trends, Quicken Loans leverages Tealeaf’s unique replay ability (a page-by-page, browser-level recording of the actual customer experience) to quickly diagnose and fix the problems causing failed customer experiences. With Tealeaf in place, Quicken Loans is continually finding areas of their site to optimize with astounding business benefits…
Read more upon Quicken Loans
Related Case Studies:
- Case Study of Netflights.com Challenge: Finding the right solution to achieve this new customer...
- Case Study on Ideal Shopping Direct Challenge: For a company accustomed to the controlled medium of...
- Case Study of Ginza Challenges: With Ginza’s online channel playing such a pivotal role...
- Case Study for Direct Ferries Challenge: As with many ebusinesses, Direct Ferries is constantly looking...
- Case Study on MandMDirect.com Challenge: There are two key elements to the process of...