Advancing Customer Experience for Companies with Established Baseline

By Marisa Peacock (@marisacp51) Jun 4, 2010

It is apparent that most companies, if not all, already use some sort of web analytics software to monitor their site’s traffic. Whether it’s built into their CMS or they use an external tool like Google Analytics, it’s rare for an organization not to know where their traffic is coming from. But that’s usually where it ends.

Web Analytics v. eDiscovery

If we were, for a moment, to compare websites with eDiscovery, it would be safe to say that companies are probably more prepared to talk about their site’s visitors than how their electronic data is managed. That is to say, of course, that within the enterprise, the risks associated with not knowing how your site performs can far outweigh the risks associated with not knowing where your data resides.

A Platform for Companies with a Baseline

Usually when we talk with vendors, they are very eager to tell us that companies need not know anything about what it is they are attempting to do, whether it be website design or search and discovery of relevant data.

Yet, when we sat down to talk with Pete Olson, vice president of product management and Rebecca White Oistad, director of marketing at Amadesa about its customer experience suite of marketer controls, one of the first things they told us what how they are specifically designed for companies who have already established a baseline.

When companies want to know more how users are interacting online or are concerned that increased traffic doesn’t necessarily mean increased sales, they turn to Amadesa. Originally designed to be a soup to nuts operation that helped companies generate leads and design critical paths for a site’s users, Amadesa now offers a full SaaS solution focused on delivering a dynamic website through personalization and automated content delivery.

Testing, Behaviors and ROI

Users can choose from a plethora of tools in the Amadesa Customer Experience Suite, which offers end-to-end testing and personalization products. From A/B split to multivariate testing, to segmentation and behavioral targeting, companies can help maximize revenues, enhance customer engagement, increase conversions and improve marketing ROI.

Optimization Manager.

Speaking of ROI, users who deploy Amadesa’s products can segment out a certain percentage of users to be excluded from testing, so as to provide a real-time view of how users are navigating their way through a site if certain changes weren’t made. Such controls eliminates variables attributed economy, season and other scenarios that you might guess were influencing behavior. Now, instead of merely speculating about what users might do, you can know for sure.

A Matter of Time

While companies are mostly prepared to venture into advanced user testing, Amadesa isn’t convinced that those in the enterprise are ready to test the different content channels that visitors may use. Companies aren’t yet thinking strategically about mobile interfaces and how they can be best optimized for the customer experience. However, it’s only a matter of time.