Cleanup in Aisle 5!
2/1/18
Even the largest online retailers have unintentional roadblocks on their sites—something that prevents customers from completing a purchase. To increase revenue and provide a seamless customer experience, it’s important to identify those roadblocks and make adjustments as quickly as possible.
Recently, Shubert Ticketing/Telecharge engaged with IBM® Watson Customer Experience Analytics, a customer behavior analytics solution that enabled our team to replay real-world customer sessions and pinpoint issues—as if we were sitting next to the customer.
Although Broadway ticket buyers are diligent in reporting shopping issues via our customer service channels, it was a challenge to reproduce the experience issues. The goal of this solution was to help us understand how customers were engaging with us online, what they were looking at before they decided to buy, and the points at which they were abandoning their sessions.
But it’s not just about understanding customer behavior. These analytics allow Shubert Ticketing to troubleshoot issues relating to new site features or huge onsales in a fraction of the time it would normally take, ensuring other customers don’t experience similar issues. Being able to pinpoint an issue without reviewing session logs and building up enough data saves hours… and increases conversions.
Everyone’s human, and people make mistakes. Now, we can even identify where a customer made a slip-up in their purchase process. We can propose changes to the site to improve the shopping experience and help avoid the same error in the future. We can also introduce new features and then see exactly how customers are interacting with them.
This analytics solution ensures that issues are dealt with quickly and efficiently, and it helps Shubert Ticketing and Telecharge deliver a ticket buying path that’s optimized for the way real people shop.
For more information on Shubert Ticketing, visit www.shubertticketing.com.
Recently, Shubert Ticketing/Telecharge engaged with IBM® Watson Customer Experience Analytics, a customer behavior analytics solution that enabled our team to replay real-world customer sessions and pinpoint issues—as if we were sitting next to the customer.
Although Broadway ticket buyers are diligent in reporting shopping issues via our customer service channels, it was a challenge to reproduce the experience issues. The goal of this solution was to help us understand how customers were engaging with us online, what they were looking at before they decided to buy, and the points at which they were abandoning their sessions.
But it’s not just about understanding customer behavior. These analytics allow Shubert Ticketing to troubleshoot issues relating to new site features or huge onsales in a fraction of the time it would normally take, ensuring other customers don’t experience similar issues. Being able to pinpoint an issue without reviewing session logs and building up enough data saves hours… and increases conversions.
Everyone’s human, and people make mistakes. Now, we can even identify where a customer made a slip-up in their purchase process. We can propose changes to the site to improve the shopping experience and help avoid the same error in the future. We can also introduce new features and then see exactly how customers are interacting with them.
This analytics solution ensures that issues are dealt with quickly and efficiently, and it helps Shubert Ticketing and Telecharge deliver a ticket buying path that’s optimized for the way real people shop.
For more information on Shubert Ticketing, visit www.shubertticketing.com.
Originally published in Broadway Briefing.