Today’s customers expect nothing less than top-notch and consistent buying experiences. Therefore, it is imperative that businesses be able to quickly respond to customers’ needs and wants to meet demands, stay competitive and increase conversions that boost the bottom line. Yet, when companies use tools and data that only show a partial view of the customer journey, they form insight gaps that may hinder the customer experience. These gaps can make it challenging for organizations to identify issues within their digital properties that can lead to customer frustration and ultimately to abandonments.
Let's take a look at how digital experience analytics provides a complete view of the customer experience to expose the insight gaps that you may have been overlooking.
Capturing both “what” and “why” in the customer journey
Understanding customer behaviors is essential in delivering optimal omni-channel experiences. So, it is important to have the proper tools that can help you achieve the necessary actionable insights to create superior experiences that your customers want.
There are several web analytic and application monitoring tools available on the market that offer insights but only tell you a part of the story. Many do a terrific job in determining what is happening with your website and mobile traffic, such as number of clicks, page views or bounce rates, however they do not provide a level of insight to tell you why things are happening to take corrective measures. These tools offer important metrics and lay a good analytic foundation to build on though they are generally one dimensional and only show a glimpse into customer interactions. This results in insight disparities that leave teams guessing as to what is going on within their digital assets and making site and process improvements based on intuition alone.
Uncovering why customers behave the way they do is the key to enabling organizations to proactively create and deliver superior omni channel experiences and website enhancements. With digital customer experience analytics, organizations can gain the answers to both “what” and “why” in the customer journey that help fill the insight gaps, drive conversions, generate revenue, and boost customer satisfaction.
Leverage Tealeaf to gain powerful digital insights
By moving beyond traditional web analytics, that provide surface level insights, and embracing digital experience analytics, with solutions like Acoustic Tealeaf, businesses gain an unprecedented view and powerful insights into the entire customer experience - to not only see what customers are doing across digital touchpoints, but why they are doing it – all in real time!
Tealeaf removes the CX blinders and fills digital experience gaps to unearth the data-driven insights you are looking for. It works by capturing every user’s session and individual actions and analyzes them to help you understand the reasons behind customer behaviors to identify issues and opportunities. Tealeaf helps answer your specific business questions, drives data-driven actions, exposes unknown problems, and alerts you when a digital experience is broken before it becomes a business issue.
Click here to schedule a CX consultation with us and learn more about how digital experience analytics, like Acoustic Tealeaf, can help reveal the CX insights gaps you may have been overlooking.