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When your customers are attempting to serve
themselves online, does your Web site make
them maneuver through an obstacle course?
Do you even know where your potential customers
are experiencing difficulties with your
Web site?
If your customers can’t find what
they need via your Web site they may:
- Call your contact center for assistance
- Abandon your Web site or
- Become completely dissatisfied and lose
interest as a customer
Either choice results in lost revenue for
your organization, which means it is important
that your company provide the same quality
service over the Web that is delivered in
your call center.*
eQuality Discover helps you improve the
quality of your Web visitors experiences
by allowing you to capture and graphically
view Web-based customer interactions so
you can ensure consumer experiences flow
well from a design, content and navigation
perspective and that your on-line channel
is a profitable medium for your consumers
to purchase products and services easily.
*Industry research reveals that Web self-service
interactions average about $0.35 per contact,
whereas calls into a live CSR average $5.50,
with the range spanning to up to $40 per
call.
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| Benefits for Your Organization: |
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Reduce calls to the contact center |
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Eliminate
speculation about user activity |
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Review captured
samples of the actual customer experiences |
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Combine what
the visitor did with how they were trying to do it |
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Identify clear
action steps for improving Web self-service effectiveness |
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Provide an
over-the-shoulder look at your Web visitor's path |
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Improve Web
site design |
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Detect site
problems |
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| Benefits for Your Customers: |
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Service convenience |
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Quicker service delivery |
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Enhanced online service options
through improved Web design and processes |
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