Monitor the success of your online customer interaction using comprehensive statistics and custom analytical reports.

Transversal's reporting software supports our tools for Web self-service and knowledge management. It records every action within the system, and automatically assigns those actions to the relevant performance metric:

• The number of customers using the system.
• The most frequently asked questions.
• The numbers of successful and unsuccessful knowledgebase searches.
• The rate of advertising clickthroughs.
• Your contact centre's success in answering customer enquiries.

Tracking the behaviour of your online customers is essential to understanding their needs. Site statistics reveal insights about your customers long before sales figures do. By monitoring the questions your customers ask and the searches they perform, you identify subtle changes in consumer interest. You learn which products and promotions are attracting the most attention, and which pages get the least attention. You also see how successful your customers are at finding information on your site.

Furthermore, you can track individual customers. This enables you to resolve customer service enquiries more efficiently. When a customer forwards a problem from your Web site to email or chat, a report of their previous activity goes with it. Your agents can see what the customer has previously searched for, browsed and asked, and can make a better informed response.