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CX has become the most important aspect of web site management

Customer Experience (CX) reflects the way your customers feel you treat them

Why the CX really matters

Customer Experience Science

As the internet continues to mature, so too do our consumers.  The massive number of sellers of every imaginable product complicates matters. Every seller has the same objective, get a customer and hang on to them.

The challenge that everyone faces:

How do you ...

  • avoid making mistakes?

  • keep your customer happy?

  • not be a pest?

  • know when you're failing?

Companies Good at CX

  • Innovative

  • High Employee Morale

Companies Bad at CX

  • Cost Cutting

  • Responsibility Avoidance

Good CX

  • Strategic

  • Customer culture

Poor CX

  • Tactical

  • Higher employee turnover

CX Mediocrity

Ho-hum: stores are like websites.  You walk in, look around, and not a clerk to be found anywhere.  Find what you want, go to the cashier and pay.  The cashier really doesn't care that you're there.  You might actualy have interupted his nap.  Still no interaction.  Leave with your purchase.

Wow!  That's a great CX!

Imagine: websites are like stores.  You arrive at a page, any page.  A customer service agent (CSA) welcomes you and offers to help.  They guide you through locating the product, and even explain the difference between the two models available.  You add it to your cart and check out.  A day after the product is delivered, you get an email from the CSA asking if the package arived on time, were there any issues inside the box, and did the product meet your expectations?  

FullStory Partner

Capture visitor activity
No performance impact
Not video recording
Data stored for every action
Data event search
We'll get you started

Put FullStory to the test ...

Conversational Commerce Partners

Shapes and Pages - Drift Partner

Drift

Exceptional lead qualification of visitors and powerful / complex scripting of visitor engagement.

Drift provides exceptional 24x7 visitor engagement with sophisticated lead qualification and powerful / complex scripting of visitor engagement.

Shapes and Pages - Intercom Partner

Intercom

For high return visitor engagement with both real time and bot qualification

More than just Chat, lets you engage with visitors 24x7. Includes follow up messaging, appointment scheduling, and an outstanding integration platform.

Shapes and Pages - ChatBot Expert

ChatBot

Interact and qualify visitors in realtime 24x7

Interactive engagement for your visitors 24x7 that also provides multiple phrase versions and response analysis.

Shapes and Pages - LiveChat Certified Expert

LiveChat

Real time visitor engagement

LiveChat Certified Experts - High ROI for real time visitor engagement.

Drift Partner

Live & Bot interaction with your visitors
Qualify visitors at their convenience 24x7
 

Learn more about Drift ...

Intercom Partner

Engage visitors 24x7
Outstanding integration platform
 

Engagement with Intercom ...

ChatBot Expert

Structured conversations with Natural Language
24x7 visitor engagement
 

Learn more about how ...

LiveChat Certified Expert

Agent chat with scripted replies
Integrates with ChatBot

 

Learn more about LiveChat ...