Tealeaf cxConnect for Voice of Customer (VOC) enables simple integration of Tealeaf session data with VOC applications. Voice of Customer technologies provides mechanisms for online visitors to submit feedback through the web application and for the business to analyze and aggregate these perspectives into functional information.

When web analysts review customer surveys or feedback results, cxConnect for Voice of Customer can be used to review the actual experience of the visitor who provided the feedback. In this manner, the business can corroborate the provided feedback and identify the root source of customer experience issues.

For example, if many customers complain about the registration process, Tealeaf enables web analysts to drill into feedback summary reports provided by the VOC application. The VOC application can be used to replay the specific session in which an individual customer attempted to register. In this manner, the analyst can provide better customer support and identify potential application issues with the registration process.

A hyperlink is inserted into the VOC feedback reports that analysts can use to replay the specific visitor session.

When a visitor sends feedback to your site, the session identifier is created for the visitor's session. The session identifier is delivered to the VOC provider, which is then sent back to your hosting web server. Tealeaf can capture this information with cxConnect for Data Analysis, which enables further analysis by your Tealeaf solution.