Are your customers struggling to enter credit card information to purchase an item or service on your website? Are they frustrated with the steps involved in contacting service and support? Have they disbanded and moved on to another vendor? Customer service is what makes or breaks your bottom line, but its often difficult to pinpoint the problems, not to mention rectify them in a timely manner.
Quantum Metric has developed a way for businesses to quickly identify the issues and dynamically respond to user behavior in the moment.
For digital teams, taking real-time action can be the difference between a poor customer experience and a lifelong brand advocate. The new Quantum Metric platform, Activate, leverages Quantum Metric’s real-time data engine to surface digital insights and make them actionable within any platform. The relevant information is computed and shared via Activate’s real-time webhook to numerous endpoints, all within milliseconds of an actual user experience anomaly.
According to a blog on the Quantum Metric website: The old cycle of resolution would look like some form of the following: discover an issue, determine the root cause, find and implement a solution, and measure the results. With Activate, you can take the unique behavioral data and real-time digital insights already surfaced by Quantum Metric and make them actionable within any platform. No more reacting to days or weeks old customer replays–and you don’t have to magically reach through your computer screen either–you can pop a personalized modal with an offer code as an apology or instigate a chat window with a support agent.
Key features of Quantum Metric Activate include:
- Rescue: Detect frustrations and deploy rescue attempts immediately. For example, if a high-value customer repeatedly inputs a promo code incorrectly and indicates frustration, they may be at risk of abandoning their journey. With Activate, brands can trigger a chat session or even on-site optimization.
- Re-engage: Create dynamic segments for retargeting or personalization based on unique behaviors, including rage-clicking or feature engagement. Activate allows customers to combine Quantum Metric data (behaviors) with existing attributes (high value customer) in a customer data platform – such as Tealium and Adobe Launch – creating highly actionable segments.
- Enrich: Pass behavioral information into other analytics tools for alerting, reporting or segmentation purposes. Quantum Metric can push behavioral user data into Analytics or Performance Monitoring tools, allowing customers to add context to already robust data reporting capabilities.
To maximize organizations’ investment in their marketing stack, Quantum Metric has aligned with several technology partners, including Adobe Experience Cloud, Qualtrics, Optimizely and Tealium. “Through the integration of Tealium’s industry-leading customer data platform and Quantum Metric’s Activate capability, businesses are able to turn real-time engagement data into compelling, personalized customer experiences,” said Mike Vaccaro, VP of Global Channel Partnerships, Tealium. “In the first three months of our partnership, our integration has brought a tremendous amount of value to joint customers. We couldn’t be more excited to see what’s in store for us next.”
“Activate marks a new milestone where our customers can respond in real-time and automate data-driven user experience actions, instead of responding to behaviors after they happen,” says Mario Ciabarra, founder and CEO, Quantum Metric. “The new capability further strengthens our position as the cutting-edge digital experience intelligence platform.”