The ROI of Experience Analytics

By capturing the customer experience across platforms, Acoustic Experience Analytics (Tealeaf) can figure out where people are struggling, detect anomalies, and surface hidden insights. See how Experience Analytics is empowering these companies to make data-driven decisions that are dramatically improving their business results.
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Reduce friction points

Identify where customers are struggling and get better site visibility to increase conversions.

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Discover missed opportunities

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Access deep analytics

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Featured case studies

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Online payment giant PayPal needed their customer experience to be frictionless on every device. With Experience Analytics, the company could visualize and address user pain points quickly, resulting in increased revenue, higher conversion rates and millions in savings.

For PayPal, the pressure was on to make sure every checkout experience was simple, frictionless and fast. Left unchecked, software or product bugs could wreak havoc on the shopping experience, frustrating customers enough that they gave up trying to buy the merchandise altogether.

Experience Analytics empowered PayPal to improve the bad checkout experiences, which decreased the number of user experience-related calls into the company’s customer contact centers, and led to millions of dollars in savings.

PayPal used Experience Analytics’ data insights to see precisely how a user triggered an error, which helped them isolate and resolve issues before they became widespread.

Experience Analytics provided an early warning system that enabled PayPal to proactively resolve issues or avoid them altogether. It also sent alerts when there were significant dips or spikes in visitor behaviors or key performance indicators, such as cart abandonment, conversion and value.

Finally, Experience Analytics helped PayPal shape decisions about product usability and design to understand how new features affected the customer experience.

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Goal: 0% customer dissatisfaction

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As the largest e-commerce site in Japan, Rakuten needed to differentiate themselves in an intensely saturated market by maximizing customer satisfaction.

Reviewing viewer sessions resulted in fewer errors and lower customer dissatisfaction rates, and, ultimately, increased conversion rates measurably.

Understanding customer behaviors through data allowed Rakuten’s team to anticipate the needs of customers proactively rather than reactively. Team members could access Experience Analytics’ data extraction feature, which gave them a comprehensive view of their dashboard.

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Reduced risk of lost sales

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To get ahead of an evolving market, leading insurance provider, LV=, used Experience Analytics to become nimbler and more responsive to customers’ needs.

If a customer was having difficulty with a certain area on the site, LV=’s contact center was able to replay the customer’s exact journey on their screen using insights from Experience Analytics. This enabled LV= to spot and resolve the problem more seamlessly.

Experience Analytics helped LV= build an automated approach to customer experience management, which empowered them to reach out to customers who had struggled to complete their journeys.

With Experience Analytics’ timely insights, LV= was able to tap into the collective experience of thousands of customers, instead of a small sample, thereby facilitating customer journeys that were quick and easy to complete.

LV= used Experience Analytics’ real-time customer experience analytics to reveal and quickly fix technical issues on its digital channels—ensuring that every visitor would have a seamless, frustration-free journey.

With Experience Analytics, LV= was able to embrace an automated approach to customer experience, helping them identify pain points across online and mobile journeys in real time.

Experience Analytics’ data-driven customer experience analytics facilitated immediate alerts about technical issues that might be preventing LV=’s customers from purchasing online. The solution also prompted trigger alerts to notify them of potential illicit transactions.

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10X revenue boost

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As it reinvented itself as a digital-only retailer, Buffalo Jeans knew they needed to deliver streamlined, personalized experiences that met millennials’ service-quality expectations.

Experience Analytics helped transform Buffalo Jeans’ approach to customer engagement through finely targeted marketing to lift conversion rates, drive sales and boost revenues by a factor of 10 in 24 months.

To reduce the risk of customer churn, Buffalo Jeans used Experience Analytics to automatically detect customer struggles. By replaying sessions in which customers abandoned their carts or left the site prematurely, the company could quickly find and fix the root cause, which saved sales and drove conversions.

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Insights that boost retail sales by 4%

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To make the shopping experience as easy and as pleasurable as possible, UK-based fashion retailer Seasalt is using Experience Analytics to gain valuable customer experience insights that can quickly remove online struggle and help personalize communications that unlock new sales potential.

Without much visibility into the online shopping customer journey, it was tough for Seasalt to improve the buying experience and pinpoint technical issues that could be causing struggle.

Using Experience Analytics, Seasalt was able to visualize online journeys, then rapidly identify and resolve any sticking points or customer experience issues. They can now also determine how many customers are affected by these issues to determine the estimated impact and prioritize what to fix first.

Previously, Seasalt knew that a lack of hard data meant they’d have to plan marketing activities ahead of a new season or product launch based on gut feeling alone.

With Experience Analytics, decisions can now be founded on solid insights, enabling accurate predictions. New opportunities can be more focused, based on A/B tests that show which banner will drive more clicks, optimal copy length, or the strongest email subject lines. The result is that while open and click-through rates for the fashion industry are dropping, Seasalt’s have grown significantly year-over-year.

And based on Product Recommendations data, gathered using Experience Analytics, Seasalt can now deliver more relevant and personalized outreach. Dynamically populated emails and web pages offer product suggestions tailored to each customer’s individual tastes and preferences.

Before using Experience Analytics, Seasalt had only a high-level view of the way customers were engaging with them online, making it extremely difficult to assess how well the digital marketing strategies were performing. Seasalt now uses data from the Analytics platform to identify the digital content that customers engage with most — helping them to make data-driven enhancements to the website and marketing campaign content.

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Find out how Experience Analytics can boost your ROI

Now that you’ve seen the incredible impact Experience Analytics is having on other businesses, see what it can do for you. Explore your potential ROI with the Total Economic Impact Calculator* below.

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*Based on a Forrester-commissioned study.