By Brian Strauss, Director of Sales Engineering —
Here's the latest installment in my "Many Shades of CEM" series. These posts have focused on Business Impact Analysis—the holy grail of Customer Experience Management. In previous posts I went into detail about the contributions of Web Analytics solutions, Robots and Voice of Customer solutions, and Usability Players and IT Packet Sniffers. In this last installment on CEM offerings, I'll give a quick overview of how Tealeaf CX is alone its ability to rapidly discover obstacles based on customer struggle. As such, it is the only CEM solution that allows you to make rapid website optimization decisions based on business impact analysis of the actual obstacles your customers face on your site.
Yes, Tealeaf uses packet sniffing technology, and yes it has the best replay engine on the market, which can make it sound similar to some of the IT-centric packet sniffers mentioned in earlier posts, but those are just two pieces of a vast enterprise CEM solution that derives its insights from detecting struggle, efficient discovery of actual obstacles, and rapid ad-hoc business case development— in other words, business impact analysis.
Only Tealeaf can:
Here's the latest installment in my "Many Shades of CEM" series. These posts have focused on Business Impact Analysis—the holy grail of Customer Experience Management. In previous posts I went into detail about the contributions of Web Analytics solutions, Robots and Voice of Customer solutions, and Usability Players and IT Packet Sniffers. In this last installment on CEM offerings, I'll give a quick overview of how Tealeaf CX is alone its ability to rapidly discover obstacles based on customer struggle. As such, it is the only CEM solution that allows you to make rapid website optimization decisions based on business impact analysis of the actual obstacles your customers face on your site.
Yes, Tealeaf uses packet sniffing technology, and yes it has the best replay engine on the market, which can make it sound similar to some of the IT-centric packet sniffers mentioned in earlier posts, but those are just two pieces of a vast enterprise CEM solution that derives its insights from detecting struggle, efficient discovery of actual obstacles, and rapid ad-hoc business case development— in other words, business impact analysis.
Only Tealeaf can:
- Detect struggle by looking for customers repeating behavior that is detrimental to transaction success.
- Faithfully replay the subtle nuances of the obstacles that are causing that struggle in today's rich internet applications, which make heavy use of client-side javascript, AJAX, Flash and Flex.
- Integrate with the leading Voice of Customer solutions and with the call center to enhance the value of these customer feedback mechanisms by allowing you to truly make actionable the insights coming from these powerful awareness mechanisms.
- Provide the business-centric multi-factor search, allowing you to instantly conduct ad-hoc business impact analysis to reveal exactly how much money these obstacles are costing you.
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