Client Need
Our client, a leading global fashion and apparel retailer with outlets across Australia, New Zealand, Singapore, and the UK, needed a more effective way to monitor their online channel in order to provide their customers the best possible experience in using their websites, given the importance of online shopping and communication.
Our Solution
We put together an offering of Acoustic Experience Analytics (Tealeaf) as our solution to their issues. With Tealeaf, the client is able to pinpoint site problems and quickly rectify them thus optimising its customers’ online experience.
Tealeaf solutions provide full visibility into how customers interact with the company’s website, offering insights beyond the quantitative metrics found in web analytics by capturing each customer experience online. For a retailer, this allows them to highlight issues with checkouts, failures in their content delivery network, and would-be purchases that failed midway through.
The Benefits
Failed Purchases
Customers were telling the client about various error messages they were receiving while trying to make a purchase, but it wasn’t clear what the actual problems were.
We built a custom report to track these errors. From this, it was clear that many of the errors were entirely avoidable and were as a result of technical issues that could be easily fixed.
Considering the damage these errors could do to an online brand over time, Tealeaf’s intervention was both timely and valuable.
In Summary
Because our customer invested in Tealeaf, they were able to detect a number of issues with payments and thus fix previously near-undetectable errors with their online portal, thus saving hours of troubleshooting and many more lost customers. They are now able to use Tealeaf to track all steps of a user’s order, seeing where and how their websites are navigated, and identifying popular spots as well as errors.
The custom reports built for them, too, make keeping track of errors easier: if a user encounters a problem, it will be automatically logged and their IT team alerted to the issue. This will ensure their websites run smoothly both now and in the future.