Real-time screen mirroring for tele agents became more important as Momentum went through the process, as did replay exports when evidence was needed. With Tealeaf, grey areas that used to be obstacles for understanding problems and issues are reduced.

Cartwright explains, “Since we’ve been using Tealeaf, average handle time of service calls has been reduced when a customer asks about locating features in our self-service portal. The ability for an agent to replicate customers’ sessions in almost real-time provides our agents with so much more confidence when advising on the next best action.”

He added, “Our ability to turn around evidence for the customer resolutions team is now much faster because we can locate the archived session replay in Tealeaf. And all personally identifiable information can be easily masked, making conversations with our cybersecurity team much easier.”

In closing, Cartwright says, “I highly recommend Tealeaf by Acoustic for any business looking to understand customer behaviour. It has empowered more of our digital team members to self-serve and find optimisation opportunities faster. It also reduces time for developers to investigate issues because our team can provide clear evidence of where problems may be so that developers can quickly replicate issues.”

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