Read the story behind it…

Angry customers can easily become lost customers. In this use case, I tell a short story of a fictional customer struggling with a mobile banking app and how a support technician can use Experience Analytics to turn around a poor customer experience and retain the customer.

Audience: Data analysts, customer support managers and technicians, and retail product managers.

Noteworthy: Although this is a story about a fictional customer, it’s based on true stories related to me by Experience Analytics product managers. I also made sure to vet the story with professional services consultants who deal with real customers to make sure that my story, although fictional, accurately reflected reality as seen in the marketplace. It’s an example of how good technical writing can draw from all corners of an organization for content.

Tools:

• Markdown in Zendesk for authoring
• MS Word and Adobe Acrobat, for reviews
• Techsmith Snagit for screen capture and editing

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What is Experience Analytics (Tealeaf) On Premises?

The on-premises version of Tealeaf is a suite of data analytic and traffic monitoring applications that customers install in their networks, behind their security firewall. Tealeaf applications monitor the content of web traffic that enters a company’s commercial website. Data analysts and system administrators configure the system to watch for specific patterns of customer behavior. The analytics can provide early warning of customer struggles, help detect fraud, troubleshoot problems, and monitor website performance.