Analytic Application Measures Real Time Online Quality of Experience to Boost Revenue and Increase Customer Relationships for Ecommerce Companies

WINDSOR, U.K.—October 7, 2008—SeeWhy Software, the leader in real time behavioural analytics, today announced the immediate availability of SeeWhy Customer Experience Manager (CEM), a powerful packaged analytic solution that tracks an individual’s digital mood resulting from their ecommerce experience. By measuring quality of experience, ecommerce teams can gain visibility into areas of the website causing problems and which individual customers have been affected by poor online sessions. If appropriate the system can then automatically initiate individual corrective actions.

Today, organisations employ aggregate infrastructure monitoring techniques or deploy synthetic transactions to try to measure customer experience. Neither method, however, measures actual individual customer experience. With dozens of potential causes of poor performance, the online experiences of different customers can vary significantly, and only by measuring actual experiences can an organisation reliably assess quality.

“Measuring individual customers’ online experiences in real time is the only way to optimise customer service and head off web application performance issues before they affect the business,” said Charles Nicholls, CEO of SeeWhy Software. “With CEM, companies can build robust Web-based sales processes that drive new and improved revenue streams across the customer lifecycle while improving customer satisfaction.”

SeeWhy CEM measures each individual customer’s quality of experience across a comprehensive range of best practice key performance indicators (KPIs) such as page errors, page load times and abandonment of critical processes. Ecommerce teams are then alerted to important changes to the expected ‘normal performance’ based on historical patterns for that time of day. This full view of customer activity enables automated actions to be initiated, such as a personal email, a customer experience survey, changing onsite content while the customer is still online, adjusting load balancer policies or triggering an outbound call to the customer. With these capabilities, SeeWhy CEM redefines customer experience management.

SeeWhy CEM is a pre-packaged analytic solution and is available immediately. For additional information visit http://www.seewhy.com/cem/