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SeeWhy Tracks eCommerce Experience
UK real-time behavioural analytics firm SeeWhy Software has launched a solution that tracks an individual's 'digital mood' during an ecommerce experience.
The new SeeWhy Customer Experience Manager (CEM) helps ecommerce teams to identify areas of a web site which may result in customers experiencing poor quality online sessions. If appropriate, the system can then automatically initiate individual corrective actions.
SeeWhy CEM measures each individual customer's experience across a range of best practice key performance indicators such as page errors, page load times and abandonment of critical processes. Ecommerce teams are then alerted to changes to the expected 'normal performance' based on historical patterns for that time of day. This view of customer activity enables automated actions to be initiated, such as a personal e-mail, a customer experience survey, changing onsite content while the customer is still online, or triggering an outbound call to the customer.
The firm says that with dozens of potential causes of poor performance, the online experiences of different customers can vary significantly, and only by measuring actual experiences can an organisation reliably assess quality.
'Measuring individual customers' online experiences in real-time is the only way to optimise customer service and head off web application performance issues before they affect the business,' explains CEO Charles Nicholls. 'With CEM, companies can build robust web-based sales processes that drive new and improved revenue streams across the customer lifecycle while improving customer satisfaction.'
Nicholls founded SeeWhy in 2003. The firm is headquartered in Windsor, Berkshire, UK with a US base in San Francisco, and is on the web at www.seewhy.com .
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