Imagine that a customer comes to your web site with the intention of completing a transaction. Whether it’s purchasing a product, opening up a new bank account, or making a travel reservation, they’ve come to your site with the intention of transacting with you. However, on one of the last steps of the transaction the customer encounters a problem and is unable to complete the process, even after multiple attempts. Do you let the customer abandon and hope they have a better experience the next time they visit your site (assuming they return)? Or do you have a strategy in place that will enable you to turn this “bad” customer experience into good one—for both your customer and for your business?

Leading e-businesses have chosen to invest in Customer Experience Management (CEM) solutions. CEM solutions, such as Tealeaf, afford unprecedented visibility into your customers’ online behavior. Unlike web analytics and specific remarketing tools, which can only tell you when customers abandon your site, CEM solutions tell you exactly why they abandon. And, knowing why is the key—the actionable data required to fully re‐engage lost customers.

In this white paper, we’ll scribe the two main techniques companies utilize to incorporate customer recovery into their overall Customer Experience Management strategy—namely, Immediate Issue Resolution & Follow‐up and Real‐time Customer Recovery.