Tealeaf Spotlight: Unleash your true potential by reducing customer struggles
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Transcript of Tealeaf Spotlight: Unleash your true potential by reducing customer struggles
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
4th March, 2015
Unleash your true potentialby reducing customer struggles
Webinar
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Agenda
What's in for today
Tealeaf Overview
Benefits
Business Impact
Features
› Reporting
› Replay
› Search
› Alerts
Demo
Royal Cyber Services
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf 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%reductionin IT and
development costs associated with
better prioritization of site projects and project avoidance.
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www.royalcyber.com - IBM premier business partnerTealeaf 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 doesthe obstacle
cost?
01 02 03 04 05
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Control Group Conversion Rate
Starts Checkout = 3690
Starts Checkout AND Completes Order = 1707
1707-------3690
X 100 = 46%
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Study Group Conversion Rate
Starts
Checkout
=
3690
Starts Checkout w/ bad coupon = 438
Starts Checkout w/bad coupon AND Completes Order = 48
48-------438
X 100 = 11%
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Study Group Conversion Rate
Starts Checkout w/ bad coupon = 438
438 X 46% = 201
Calculate Impact
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Impacted Customers
201 – 48 = 153
Calculate Impact
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Annualized Impact
Calculate Impact
153 X $150 = $22, 950 per day
$22,950 X 365 = $8,376,750 per year
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Tealeaf Features
ReplayReporting AlertsSearch
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Replay
Replay types
RTV Replay
BBR Replay
Replay Option
Auto as Captured
User defined no. of seconds per page
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf 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
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Royal Cyber Tealeaf Services
We specialize ino Implementationo Migrationo Support Serviceso Performance Tuningo Digital Analytics Integration o Specialized Dashboardso Training and Development
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www.royalcyber.com - IBM premier business partnerTealeaf 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 Analysiso Customer Struggle Analysis o Distribute data via dashboards and score
cards to executives and interested parties
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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber
Inc.
Questions & Answers
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www.royalcyber.com - IBM premier business partnerTealeaf 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, AustraliaTel: (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 Ltd3rd Floor, 5 Sturdee Ave,
2196 Rosebank, Johannesburg, Gauteng,
South AfricaTel: +27.10.500.8120
Pakistan Office:Caesars Tower (National IT Park), Office No: 1101 to 1104, Sharah-e-Faisal, 75350 Karachi, PakistanTel: +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:[email protected]
Technical Support: [email protected] and Billing: [email protected]
Office Hours :Monday – Friday:
8:00 am to 6:00 pm CST