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3 septembre 2014

iPerceptions and ClickTale team up to combine digital customer experience insights with voice of the customer feedback

iPerceptions, Inc. a leader in Digital Customer Research solutions, and ClickTale®, the enterprise leader in Digital Customer Experience, today announced the integration of their two solutions to provide in-depth digital customer experience context to Voice of the Customer feedback.

Leveraging patent-protected technology, the iPerceptions-ClickTale solution automatically triggers a ClickTale Session Playback recording when a visitor accepts an iPerceptions on-arrival survey invitation. This unique capability enables marketers to connect a visitor’s online feedback with their actual in-page experience to provide a holistic view of their online experience.

“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.”

Advantages of iPerceptions and ClickTale Integration:

  • Get an in-depth understanding of the online behavior and in-page experience of visitors who have voiced feedback about your website.
  • Pinpoint specific website elements that cause customer struggle and trigger negative feedback.
  • Quickly resolve customer experience problems for both individual users and entire customer segments.
  • Use the observations to quickly optimize website experience, reduce maintenance costs and improve online conversion.

How the ClickTale and iPerceptions Integration Works

ClickTale’s Session Playbacks are automatically pulled into the iPerceptions Active Research platform. In the iPerceptions portal, clients can then segment and filter ClickTale recordings of individual browser sessions using their feedback. This enables website owners to contextualize a visitor’s browsing session with the feedback that the same visitor provides.

Pricing and Availability

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

About ClickTale ClickTale®, the enterprise leader in Digital Customer Experience, enables businesses to maximize revenues by optimizing the way people experience the web and mobile. ClickTale’s comprehensive solution features the industry’s most innovative heatmap technology, playback of individual-user browsing sessions and Customer Experience Consultants dedicated to your success. A ready-to-use SaaS solution, ClickTale effortlessly integrates with web analytics, testing tools and any infrastructure to reveal how users really interact with your site. ClickTale creates revenue-winning customer experiences for over 100,000 businesses worldwide, including many Fortune 500 companies. ClickTale is committed to making the digital world more enjoyable for people and more lucrative for businesses. For more information, visit www.clicktale.com.

About iPerceptions iPerceptions is a leading digital customer research company that enriches marketing technologies with the Voice of the Customer. The company’s solutions are powered by the Active Research™ SaaS Platform, which captures visitors’ intent, needs, and experiences in the moment of truth using advanced engagement technologies. iPerceptions is revolutionizing market research with Active Recognition which recognizes the intent of anonymous website visitors in real-time to provide personalized experiences. With over 20M visitor intent datapoints collected every year across 3,500 brands and in 32 languages, iPerceptions is the trusted research solution of customer centric organizations. Improve your customer experience and bottom line today, visit www.iperceptions.com.

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Media contact:
Barbara Reichert
Reichert Communications, LLC