Shape customer experience with digital behavior analytics

Shape customer experience with digital behavior analytics

As digital channels become increasingly important, organizations face the challenge of staying ahead of the curve. This is especially important when 22% of customers feel that their utility company does not care about them. 1

22%

As digital channels become increasingly important, organizations face the challenge of staying ahead of the curve. This is especially important when 22% of customers feel that their utility company does not care about them. 1

3 4 On l y 13% o f utilities kn o w a cu s t ome r s p r e f er r ed method o f c ommunic a tion and act a c c o r ding l y 4 On l y 18% o f utilities deli v er personali z ed inbound cu s t ome r -initi a t ed e xperien c es 2 On l y 11% o f utilities modi f y their c ommunic a tion a c c o r ding t o r ea l -time in t e r actions with cu s t omers 3

Guide your organization through its digital journey with a solution that can help you:

R eso l v e i s sues quic k er Quanti f y the r e v enue impact o f each s tru g gle t o suppo r t dat a - dri v en decisioning on whe r e t o prioriti z e r esou r c es fir s t. O p timi z e usability See h o w cu s t omers in t e r ac t ed on each pa g e th r ough usability ana l ytic s , using heat map s , a t t ention map s , link ana l ytic s , c omparison ana l ytic s , f orm ana l ytics and a c c e s sibility ana l ytic s . De t ect cu s t omer s tru g gle Under s tand w h y cu s t omers su c c eed or fail with s tru g gle pa t t ern identification and r eso l v e p r oblems with near r ea l -time e v ents and ale r t s . Ana l y z e what cu s t omers vi e w ed in their w eb and mobile channels and the specific actions th e y t ook on each pa g e in near r eal tim e . Inc r ease visibility in t o the cu s t omer journ e y

Guide your organization through its digital journey with a solution that can help you:

Increase visibility into the customer journey

Analyze what customers viewed in their web and mobile channels and the specific actions they took on each page in near real time.

Increase visibility into the customer journey

Analyze what customers viewed in their web and mobile channels and the specific actions they took on each page in near real time.

Detect customer struggle

Understand why customers succeed or fail with struggle pattern identification and resolve problems with near real-time events and alerts.

Resolve issues quicker

Quantify the revenue impact of each struggle to support data-driven decisioning on where to prioritize resources first.

See how your organization can benefit by implementing customer behavior analysis solutions:

See how your organization can benefit by implementing customer behavior analysis solutions:

+ 3.6% Online c o n v ersion r a t es 5 + 2.5% Mobile c o n v ersion r a t es 6 $1.3m Time s a v ed in r ep r oduction o f i s sues 7 $353,000 D e v elopment prioritization c o s t s a vings 8 $13.3m Inc r emental r e v enue f r om inc r eased r e t ention r a t es 9 +196% Inc r ease in r eturn on i n v e s tment 10 Enhan c ed user e xperien c e and be t t er c o n v ersion s , b y tailoring both y our online and o ffline channels t o suit cu s t omer needs Imp r o v ed cu s t omer se r vi c e in mu l tichannel e n vi r onment s , b y g athering insights f r om ca l l c en t ers and online user se s sions Seamle s s client e xperien c e , b y in t eg r ating busine s s application s , such as w eb ana l ytic s , v oi c e o f cu s t omer solutions and busine s s in t e l li g en c e .

Make your customers happy by improving channel effectiveness with digital behavior analytics.

Make your customers happy by improving channel effectiveness with digital behavior analytics.

Sources:

1 Salesforce 2016 Industry Research: Utilities; connected Utilities Report

2,3,4 Marketing practices that impact performance. 2018 benchmarking study by IBV Benchmarking

5,6,7,8,9,10 The Total Economic Impact of IBM Customer Behavior Analytics Solutions, November 2016.