Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

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www.royalcyber.com - IBM premier business partnerTealeaf Webinar – Royal Cyber

Inc.

4th March, 2015

Unleash your true potentialby reducing customer struggles

Webinar

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Inc.

Royal Cyber

→ Possess Smarter Commerce authorization

→ IBM Premier Business Partner for around 10 years

→ Winner of 2013’s IBM Mobile Innovation Award, 2014’s Enterprise Modernization Award

→ Our client – Office Brands is winner of 2013 IBM Smarter Commerce Sell Award

→ Team of more than 600 highly skilled IT professionals

→ Extensive experience digitizing B2B channel

→ Many assets available for B2B Commerce fast implementation

→ Offer Both hosted and SAAS based e-commerce offering for large and mid-market organizations

https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/pw_com_prb_2013_beacon_smarter_commerce

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Inc.

Agenda

What's in for today

Tealeaf Overview

Benefits

Business Impact

Features

› Reporting

› Replay

› Search

› Alerts

Demo

Royal Cyber Services

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Inc.

Tealeaf Overview

→ Tealeaf monitors communications between your web application and visitors

→ Which effectively captures the visitor's entire experience on your website

→ Produce meaningful analytics on → Application problems→ Missed opportunities→ Areas for improvement

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Inc.

Business Benefits from Tealeaf

→ Provides visibility into the actual customer experience

→ Allows you to quickly diagnose and resolve site obstacles struggle

→ Affords the ability to quantify the business impact of any given issue for more effective prioritization

→ Provides real time Customer Experience analytics to engage discovery and web site optimization efforts

→ Seamlessly integrates with CRM systems to make online customer service more effective

→ Affords proactive remarketing or order recovery campaigns

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Inc.

Financial Benefits from Tealeaf

60%reduction in IT and

development costs associated

with problem reproduction and

resolution..0.5%increase in

site conversion rates..

1% improvement in customer

retention rates from better

site experience.

0.5% improvement in average order

value from better customer

experience..

10%reductionin IT and

development costs associated with

better prioritization of site projects and project avoidance.

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Inc.

Tealeaf Business Impact

What is the Business Impact?

How many encountered an obstacle?

How many transact/convert

despite the obstacle?

How does that conversion rate

compare to those who did not encounter the obstacle?

What doesthe obstacle

cost?

01 02 03 04 05

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Inc.

Why look at Business Impact?

Discover when, where, and why visitor struggle to transact on a site.

Understand the impact at the most critical point - right when they are about to transact.

Use these findings to communicate and prioritize site optimization

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Inc.

Control Group Conversion Rate

Starts Checkout = 3690

Starts Checkout AND Completes Order = 1707

1707-------3690

X 100 = 46%

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Inc.

Study Group Conversion Rate

Starts

Checkout

=

3690

Starts Checkout w/ bad coupon = 438

Starts Checkout w/bad coupon AND Completes Order = 48

48-------438

X 100 = 11%

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Inc.

Study Group Conversion Rate

Starts Checkout w/ bad coupon = 438

438 X 46% = 201

Calculate Impact

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Inc.

Impacted Customers

201 – 48 = 153

Calculate Impact

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Inc.

Annualized Impact

Calculate Impact

153 X $150 = $22, 950 per day

$22,950 X 365 = $8,376,750 per year

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Inc.

Tealeaf Features

ReplayReporting AlertsSearch

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Inc.

Reporting

→ Pinpoint Struggles with IBM Tealeaf Reporting→ Reporting allow you to:

– Define the steps in your process – Track abandonment between steps– See trends over time– Drill into sessions when abnormal results

suggest a new problem

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Inc.

Replay

Replay types

RTV Replay

BBR Replay

Replay Option

Auto as Captured

User defined no. of seconds per page

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Inc.

Search

Using tealeaf Search to Find the customer who has reported having issues.

Search Session List:• Sessions List Template• Sessions List Options

Search Types:• Active Sessions Search• Complete Sessions Search• All Sessions

Search Options• Search range• Search Fields

Search Session Options• Replay• Page List• Event Detail Quick View• Session Info• Sent to Event Tester

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Inc.

Alerts

→ Build Alerts to help to bring in notice crucial critical identified patterns of website struggle.

› Repeated start Checkout› Invalid logins 3+ times› Low session counts

→ Consider areas where visitor may have trouble

→ Tealeaf Alert Monitor

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Inc.

In a Nutshell

→ IBM Tealeaf provides real-time:› Views of user activity› Searching capabilities› Drill-downs to session replay › Reporting for detection and analysis of customer problems

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Inc.

Royal Cyber Tealeaf Services

We specialize ino Implementationo Migrationo Support Serviceso Performance Tuningo Digital Analytics Integration o Specialized Dashboardso Training and Development

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Inc.

Why Royal Cyber Services

Royal Cyber provides expertise on Tealeaf Administration & Power User Support to our clients.

Their daily tasks involve:

o Session Replay Analysis o Conduct Business Impact Analysis. o User Experience Analysiso Customer Struggle Analysis o Distribute data via dashboards and score

cards to executives and interested parties

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Inc.

Questions & Answers

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Inc.

USA Headquarter:55 Shuman Blvd, Suite 1025, Naperville, IL 60563 USA.Tel: +1.630.355.6292

Australia Office:Level 12, 1 Pacific Highway, North Sydney,NSW 2060, AustraliaTel: (0)299.59.9680,

UK Office:RC Technology Limited.Suite 202, Lansdowne Building, 2 Lansdowne Road,Croydon, Surrey, UK, CR9 2ER.Tel: +44.(0)208.263.6043

South Africa Office: Royal Cyber Pty Ltd3rd Floor, 5 Sturdee Ave,

2196 Rosebank, Johannesburg, Gauteng,

South AfricaTel: +27.10.500.8120

Pakistan Office:Caesars Tower (National IT Park), Office No: 1101 to 1104, Sharah-e-Faisal, 75350 Karachi, PakistanTel: +92.21.3280.3061-62

www.royalcyber.com

India Office:Economist House, East wing, 2nd Floor, # S-15, Thiru Vi Ka Industrial Estate, Gunidy, Chennai – 600032, Tamil Nadu, India.Tel: +91 44 4230 3648 / 3649

Email :Information Desk:[email protected]

Technical Support: [email protected] and Billing: [email protected]

Office Hours :Monday – Friday:

8:00 am to 6:00 pm CST

mailto:[email protected]



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