Pulse Mobile App Tour
Introduction
Thanks for visiting this product tour.
This tour is designed to show you how the Cyara Pulse Mobile App helps brands manage technical incidents associated with their CX systems.
Pulse Mobile App Tour
Scenario
Meet Jane.
Jane works for Assure Bank where she is responsible for CX operations for the Credit Card and Home Mortgage lines of business.
Pulse Mobile App Tour
Alert
Jane receives a notification from Cyara letting her know there’s an issue with one of the customer journeys she monitors.
She clicks on it to investigate the incident.
Pulse Mobile App Tour
Incident Details, Failure Rate
At a glance, she can see that for the New Customer Sign Up journey, there’s a 25% failure rate.
Pulse Mobile App Tour
Incident Details, CX History
In the CX history, she can see specifics about when the failures happened. The last 4 tests have failed, and the last successful test was at 4:30 am.
Pulse Mobile App Tour
Incident Details, Interactions
She can see the customer journey.
- Interaction 1:
The customer is on web chat with an agent to register the details for a new credit card. This interaction worked. - Interaction 2:
The customer receives a call from the voice agent. This interaction worked. - Interaction 3:
The customer should have received an SMS with a one time PIN, but this interaction failed.
Jane wants to understand more about that failed SMS interaction, so she drills in for more details.
Pulse Mobile App Tour
Interaction Details, SMS Interaction Steps
On the next level down, Jane can see that for the SMS interaction, while the message was sent, it included the wrong SMS code — hence the failure.
The app shows clearly what was expected, what was received, and highlighted the variance.
Pulse Mobile App Tour
Share to Slack
Jane wants to share these details with her team mate Aayush, so she clicks on the share icon and selects Slack, their preferred mode of collaboration.
Pulse Mobile App Tour
Share to Slack
The Cyara app automatically opens a Slack message with the details populated.
Jane simply selects Aayush as the recipient and all the details of the incident are forwarded.
Within minutes Jane is aware of the incident, understands the specifics, and has shared the details with her team mates for incident resolution.
Pulse Mobile App Tour
Journey Status
Since Jane is still in the app, she decides to visit the home page to see overall how her journeys are performing.
She wants to make sure she’s on top of any incidents, so she clicks on the failures tab to see all her failed customer journeys.
Pulse Mobile App Tour
Journey Status
At a glance, Jane can see that three of her journeys are failing:
- New Customer Sign Up for the Credit Cards
- Credit Line Increase for the Credit Cards
- Mortgage Application Appointment for the Home Mortgages
For each, she can see the overall failure rate, a timeline, and the channels used in the journey.
She just took action on the New Customer Sign Up journey, and is also actively managing the incidents associated with the other two journeys, so all her incidents are being managed.
Pulse Mobile App Tour
CX Summary
Now that Jane is on top of the incidents she is responsible for, she wants to share with her executive stakeholders an overall roll-up of Assure Bank’s CX performance.
The CX Summary gives Jane just what she needs, with a graph that shows success rates across all journeys for her service groups over the last 24 hours. And, below the graph, percentage of successful journeys for each service group.
This view is highly customizable, and Jane can change the look back period from 24 hours, to other time frames, and she can also easily add and delete service groups depending on which executives she’s sharing these views with.
Now that Jane is on top of the incidents she is responsible for, she wants to share with her executive stakeholders an overall roll-up of Assure Bank’s CX performance.
The CX Summary gives Jane just what she needs, with a graph that shows success rates across all journeys for her service groups over the last 24 hours. And, below the graph, percentage of successful journeys for each service group.
This view is highly customizable, and Jane can change the look back period from 24 hours, to other time frames, and she can also easily add and delete service groups depending on which executives she’s sharing these views with.
