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Measuring the Digital Voice of the Customer Experience

Posted on 9.02.2014

To effectively solve customer issues, it's necessary to understand the visitor experience. Fortunately for digital professionals, technologies exist which make the challenge of doing this far simpler.

Digital customer research solution iPerceptions and Clicktale, a provider of digital analytics (including heatmaps and visitor playback recordings) and customer experience solutions, have integrated their solutions to enable marketers to connect a visitor's online feedback with their actual in-page experience.

ClickTale's Session Playbacks will essentially be automatically pulled into the iPerceptions Active Research platform. From the convenience of the iPerceptions portal, clients will be then able to segment and filter ClickTale recordings of individual browser sessions using customer feedback. This enables website owners to contextualize a visitor's browsing session with the feedback that this same visitor provides.

"When an online visitor expresses feedback, an effective way to fix the problem is to drill down and see exactly what they experienced," explains Kris Irizawa, digital analytics & optimization manager at Logitech. "The iPerceptions-ClickTale Solution allows us to quickly zoom in on dissatisfied website visitors, analyze their sessions to find out what went wrong, and quickly fix the issue to enhance the customers' experience and facilitate greater conversion."

The iPerceptions-ClickTale solution is immediately available as an add-on to the iPerceptions Enterprise plans for any ClickTale client.


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