Reducing the time and costs of understanding and solving customer problems

One of the most popular ways in which SessionCam is used by our clients is to help them resolve issues reported by customers using their web sites.

In most organisations, live issues can be raised by customers via email, web site contact forms or captured during a subsequent conversation with a call centre.

Often, the information needed to understand exactly what the customer did and what then happened is not gathered accurately and with enough a detail to enable the problem to be fully described and understood.

In large enterprises, customer problems are typically then passed back to an IT team for further investigation. With incomplete information, problem investigations can take time to complete whilst consuming significant effort and cost.

Many of these investigations are ultimately unsuccessful as it becomes impossible to re-create and therefore resolve the customer problem that was originally reported.

In this situation, there is every chance that the problem will re-occur for another customer and the whole cycle repeat itself again.

Our customers use SessionCam to reduce the time and costs related to understanding and solving customer reported problems.

Customer activity is recorded by SessionCam to provide an exact copy of what each individual customer saw and did at the point in time that they used the web site.

SessionCam records the content and user behaviour on every web page including the page text and images shown, all mouse movements, page scrolling and data entry as well as any Ajax driven changes to the page during usage.

If a customer encounters and then reports a problem, SessionCam’s search capability can be used to find and replay the recording of the customer’s actual experience to see and fully understand what happened. The recording of the problem session can easily be shared with IT teams so that they can see the problem the customer reported as it actually happened.

Using SessionCam in this way can deliver hard, quantifiable business benefits.

Joules, a multi-channel retailer, reduced the average time and cost taken to investigate customer issues from four weeks to four hours by using SessionCam. Early identification of web site problems also led to an overall decrease in the time to fix a live web site issue. Furthermore, Joules benefit from increased revenues sooner by addressing revenue impacting customer problems faster.

Posted: 17 November 2011