Tealeaf Announces Real-Time Customer Experience Management

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Tealeaf 8 Introduces Innovative Early Warning System to Identify Customer
Struggle and Enable Corrective Action

San Francisco, CA, April 19, 2010 – Tealeaf, the leader in online customer
experience management (CEM) software, today announced Tealeaf 8, bringing
powerful real-time customer behavior analysis to ebusiness teams. Hundreds
of companies utilize Tealeaf’s solutions to reduce or eliminate the
obstacles their customers encounter. Some of these issues are technical, but
many user struggles are not error or problem related at all. The new
capabilities take Tealeaf’s solutions to the next level, providing real-time
awareness and analysis of the broader spectrum of online experience
challenges, and enabling ebusiness teams to rapidly and efficiently respond
– optimizing their websites, reducing revenue impact, and recovering and
retaining affected customers.

The web has become a primary channel for consumers and businesses alike.
Delivering successful online customer experiences is more critical than ever
before. For consumers, struggle causes them to abandon transactions and take
their business elsewhere. Businesses often are unaware of the online
struggles their customers are experiencing and the business impact of these
bad experiences is significant:

* BECAUSE COMPETITION IS ONLY A CLICK AWAY, THE REVENUES FROM AFFECTED
USERS, NOW AND FUTURE, ARE POTENTIALLY LOST AND THE MARKETING EFFORT THAT
DROVE USERS TO THE SITE IS WASTED.
* ADDITIONALLY, THE EXPLOSIVE ADOPTION OF SOCIAL NETWORKING HAS
EMPOWERED CONSUMERS TO SHARE THEIR EXPERIENCES WITH OTHERS, POTENTIALLY
EXPOSING ANY ONE ISSUE TO THOUSANDS OF OTHER PEOPLE, IMPACTING FUTURE
BUSINESS GROWTH, DAMAGING BRAND PERCEPTION, AND ERODING CUSTOMER
SATISFACTION SCORES.

These conditions have made it essential that companies have immediate
awareness of online customer issues, and tools with which to respond.
Tealeaf 8 addresses these needs by putting powerful new real-time
capabilities into the hands of ebusiness teams so they can proactively
understand and respond to their customers’ experiences.

Tealeaf 8’s powerful new business-focused functionality includes:

New: Customer Struggle Scores

Tealeaf 8 measures site experience in real-time by identifying patterns of
behavior that signify customer struggle, then compares and scores them
against established business baselines.

New: Innovative Early Warning System

Tealeaf 8 leverages algorithmic discovery to automatically surface the
highest-impact customer facing issues and display them in a new, real-time
Top Movers & Drivers dashboard. This will direct attention to exactly where
users are struggling the most at any given moment, enabling businesses to
respond to the issues their customers are encountering as they occur, rather
than relying on after-the-fact analysis.

New: Pioneering Analysis Workbench for ebusiness

Tealeaf 8 enables deep analysis of customer experience issues and their
sources – including their business impact – as well as advanced segmentation
via a new intuitive, drag-and-drop Dimensional Report Builder designed
specifically for ebusiness analysts.

“Giving companies a real-time view of the broad challenges of their online
customers, and enabling them to take action immediately, was the driving
force behind Tealeaf 8,” said John Dawes, Tealeaf’s vice president of
product management, marketing and strategy. “We are introducing an early
warning system of critical experience issues and their frequency, as well as
the groundbreaking capability to score customer struggle, pinpoint the
source and quantify the business impact. Tealeaf 8 is a true real-time
ebusiness analysis engine – a must-have solution for any organization
conducting business online.”

Commentary

“Tealeaf is an essential element in Bluefly’s ability to deliver positive
customer experiences. We have long relied on Tealeaf for awareness of the
issues our customers might encounter,” said Matt Raines, vice president of
technology, Bluefly. “Tealeaf 8 will give Bluefly the real-time visibility
to understand where our customers struggle, quantify the potential business
impact, and provide detailed information necessary to quickly implement
improvements.”

“The dynamics of both ebusiness and the mortgage industry have dramatically
changed over the last year or two, and we wanted to be sure that our clients
were continuing to receive the high-level experience Quicken Loans is known
for,” said Matt Cardwell, vice president of marketing, Quicken Loans. “The
advent of social media and the resulting ease in which consumers can share
experiences – good or bad – makes it critical that we are in a position to
react and respond as quickly as possible.”

“As part of Expedia’s, ‘Where you book matters’ philosophy, we focus
intently on optimizing the customer experience so that Expedia continues to
provide the easiest way for travelers to shop for and purchase travel.
Tealeaf plays a critical part in those efforts by enabling us to understand
individual customer experiences in real-time,” said Joe Megibow, vice
president, global analytics and optimization, Expedia. “With this
information, we can intelligently prioritize our efforts and drive
meaningful changes in the way our site works.”

“The ebusiness market has matured, and rich, real-time insight is more
critical than ever before,” said Bill Gassman, industry analyst for Gartner,
Inc. “Understanding what a user intends to do when on a site, and any
struggle they might encounter is critical to drive corrective actions,
enable recommendations and trigger targeted responses that improve business
results.”

“Tealeaf 8 is one of the first enterprise-class products I have seen that is
truly taking advantage of the rich stream of data created by web and mobile
sites,” said Eric T. Peterson, senior partner and founder at Web Analytics
Demystified. “Tealeaf’s algorithmic approach has the potential to surface
critical insights quickly and with fewer resources than are traditionally
required – a huge advantage to resource-constrained organizations.”

Market Drivers

A recent survey of online consumer behavior, conducted by Harris Interactive
and sponsored by Tealeaf, highlights the importance of a seamless online
customer experience:

* 48 PERCENT OF U.S. ONLINE ADULTS SAY THEY ARE CONDUCTING MORE ONLINE
TRANSACTIONS THAN A YEAR AGO BECAUSE OF THE CURRENT ECONOMIC CLIMATE; AND,
* 8 OF 10 USERS REPORTED THEY HAD EXPERIENCED SOME SORT OF PROBLEM
WHEN ATTEMPTING TO CONDUCT BUSINESS ONLINE.
* MEANWHILE, 32 PERCENT OF THOSE WHO EXPERIENCE ISSUES WHEN CONDUCTING
TRANSACTIONS ONLINE WOULD SIMPLY TAKE THEIR BUSINESS ELSEWHERE (TO EITHER AN
ONLINE OR OFFLINE COMPETITOR) OR ABANDON THE TRANSACTION ENTIRELY.

Online adults are also increasingly turning to social media to share their
online experiences with others, while simultaneously becoming less likely to
alert a company directly – a shift in consumer behavior which extends the
business impact of customer experience issues beyond any single
transaction1.

Availability

Tealeaf 8 is commercially available in the second quarter of 2010, as part
of the Tealeaf Customer Behavior Analysis Suite. For more information please
visit: www.tealeaf.com.

About Tealeaf

Tealeaf provides online customer experience management solutions and is the
leader in customer behavior analysis. Tealeaf’s CEM solutions include both a
customer behavior analysis suite and customer service optimization suite.
For organizations that are making customer experience a top priority, these
solutions provide unprecedented enterprise-wide visibility into every
visitor’s unique online interactions for ongoing analysis and web site
optimization. Online executive stakeholders from ebusiness and IT to
customer service and compliance are leveraging Tealeaf to build a customer
experience management competency across the organization. Founded in 1999,
Tealeaf is headquartered in San Francisco, California, and is privately
held. For more information, visit www.tealeaf.com.

###

C Copyright 2010 TeaLeaf Technology, Inc. All rights reserved. Tealeaf, the
Tealeaf word and design mark, VIA and Visibility.Insight.Answers are
registered trademarks of TeaLeaf Technology, Inc. in the United States and
other countries. Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf
cxReveal, Tealeaf cxVerify, Tealeaf cxConnect and Tealeaf’s CX Customer
Behavior Analysis Suite are all trademarks of TeaLeaf Technology, Inc. All
other trademarks or service marks are the property of their respective
holders and are hereby acknowledged.

1Overall, the number of consumers who contact a company directly in response
to online transaction issues has declined: 26 percent of online adults who
experience problems conducting online transactions then posted complaints on
a company’s website in 2009, versus 32 percent in 2008. 32 percent of online
adults contacted a company’s call center after encountering problems using
the website in 2009, versus 47 percent in 2008. 12 percent of online adults
who encountered issues said they shared those experiences via blogs or
social networks, twice as many as in 2008.

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