By Brandon Lopez, Product Marketing —
A common complaint I hear from prospective customers is that they don't have enough resources (e.g., analyst headcount) to maximize their online analysis capabilities. After all, it's difficult to find talented analysts and every dollar invested in analytic solutions is heavily scrutinized in today's challenging economy. This often leads to trying to do far too much with too few resources and, ultimately, suboptimal results.
To counter this challenge, many of our customers begin with a conservative approach to site optimization. They start small, with one analyst (in some cases less than half of their time spent in Tealeaf), and get immense value from what we call 'find and fix,' or performing basic research to investigate a problem. This forensic analysis could stem from a customer call into the contact center or a rant on Twitter seen by the CEO, but in many cases the optimization efforts are only as good as the awareness into the problem.
A common complaint I hear from prospective customers is that they don't have enough resources (e.g., analyst headcount) to maximize their online analysis capabilities. After all, it's difficult to find talented analysts and every dollar invested in analytic solutions is heavily scrutinized in today's challenging economy. This often leads to trying to do far too much with too few resources and, ultimately, suboptimal results.
To counter this challenge, many of our customers begin with a conservative approach to site optimization. They start small, with one analyst (in some cases less than half of their time spent in Tealeaf), and get immense value from what we call 'find and fix,' or performing basic research to investigate a problem. This forensic analysis could stem from a customer call into the contact center or a rant on Twitter seen by the CEO, but in many cases the optimization efforts are only as good as the awareness into the problem.
Once customers get value from find and fix, the next step is for them to become more proactive in their efforts. Being able to measure the extent of problems in dollars and cents helps our customers take an econometric approach—as one of our leading customers calls it—to improving the customer experience. By econometric they mean that instead of making optimization decisions based on hunches or gut-feel, you make improvements based on measureable enhancements to the business. For example, being able to pinpoint and rectify challenges with a new shopping cart feature that has the unintended effect of reducing conversion rates by 5%.
In Tealeaf 8.2, this proactive approach to optimization has become even more powerful because it has become automated. We have incorporated a number of new capabilities that provide immediate awareness into web and mobile issues. For instance, in our cxView product we have a feature called Top Movers & Drivers, which automatically surfaces abnormalities once they stray too far from an acceptable norm. In fact, these issues might not even register in a normal key performance indicator that you're measuring but Top Movers will find and surface it for you, automatically. If you're a large ebusiness that has millions of site visitors, it can be difficult to know which users to analyze. In Tealeaf 8.2, this problem becomes a non-issue as analysts are immediately notified of potential problems in real-time. Thus, analysts are able to spend less time digging for issues and more time quickly analyzing and resolving high-value problems that drive results.
How is your ebusiness currently doing more with less?
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