eStara Site Survey

Overview

eStara Site Survey is a fully hosted enterprise feedback management solution that allows companies to collect real-time customer feedback from any online medium. Site Survey enables companies to analyze and improve the effectiveness of a Web site by asking customers for feedback about their online experience. Companies, in turn, can use this information to refine site usability and fix problems that could otherwise contribute to abandonment and customer frustration.

Business Benefits

Site Survey can be combined with the reporting and analytics tools in WebCare, ATG's self-service customer portal for the eStara services. Together, Site Survey and WebCare provide an ideal way to optimize and refine specific product pages, promotional offers, and customer support pages. Site Survey buttons can be provisioned through WebCare, where access to survey results is available in real-time.

Additionally, companies have the flexibility to customize survey GUIs to adhere to their own branding.

Data from Site Survey results can be aggregated across company sites, or by department, to offer insight into larger user experience trends and continually enhance Web site usability and experience.

With eStara Site Survey, companies can:

• View the exact page where a customer was having difficulty and decided to offer feedback.
• Route responses to the most appropriate department to determine the best response/escalation path.
• Offer customer support via a Click to Call or Click to Chat button embedded within the survey.