Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

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www.royalcyber.com - IBM premier business partner
Tealeaf Webinar – Royal Cyber
Inc.
4th March, 2015
Unleash your true potential
by 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

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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%reduction
in IT and
development costs
associated with
better prioritization
of site projects and
project avoidance.

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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 does
the obstacle
cost?
01 02 03 04 05

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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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Control Group Conversion Rate
Starts Checkout = 3690
Starts Checkout AND Completes
Order = 1707
1707
-------
3690
X 100 = 46%

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Study Group Conversion Rate
S
t
a
r
t
s
C
h
e
c
k
o
u
t
=
3
6
9
0
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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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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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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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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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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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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Royal Cyber Tealeaf Services
We specialize in
o Implementation
o Migration
o Support Services
o Performance Tuning
o Digital Analytics Integration
o Specialized Dashboards
o Training and Development

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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 Analysis
o Customer Struggle Analysis
o Distribute data via dashboards and score
cards to executives and interested parties

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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,
Australia
Tel: (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 Ltd
3rd Floor, 5 Sturdee Ave,
2196 Rosebank,
Johannesburg, Gauteng,
South Africa
Tel: +27.10.500.8120
Pakistan Office:
Caesars Tower
(National IT Park),
Office No: 1101 to 1104,
Sharah-e-Faisal,
75350 Karachi, Pakistan
Tel: +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:commerce.marketing@royalcyber.com
Technical Support: support@royalcyber.com
Accounts and Billing: billing@royalcyber.com
Office Hours :
Monday – Friday:
8:00 am to 6:00 pm CST

Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

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Tealeaf Spotlight: Unleash your true potential by reducing customer struggles

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