Insight into customer experience increases your service quality
However, as the biggest Dutch Telco recently discovered, there is one problem that does make clients involved and call the customer Service Desk. Problems with their e-billing service resulted in an overloaded Support Desk, and high costs in renewing customer satisfaction. If you get yourself into a nasty situation like this, and your Call Centre doesn’t have visibility into why customers are calling in, it will take you an awful lot of time to find out what’s causing it, and how you can solve it. You need to put the exact customer experience in front of your Customer Service staff.
With UXinsight you can do a complete visual replay of what a customer viewed on your website, and which actions they performed on each page. All based on real-user experience monitoring. This 100% visibility in the experiences of your online users enables you to effectively respond to any issue affecting customer service.
