Tealeaf Introduces Customer Behaviour Analysis Products

Tealeaf(R), an online Customer Experience Management (CEM) company, today announced Tealeaf cxResults™, a product that can change the way organisations are able to analyse the business impact of the customer experience, and also announced updates to its core Tealeaf CX datastore as well as a new version of Tealeaf cxConnect featuring integrations with many third party tools. The company also announced the launch of the viaTealeaf™ Partner Network. Combined, these technologies, partnering and integration efforts aim to help companies deliver on the full promise of ebusiness.

Companies are increasingly recognising that the online customer experience is impacting their business results. By improving this experience companies are able to maximise customer satisfaction, effectively support and service customers through the cost-effective web channel, and grow overall revenue.

Tealeaf is introducing Tealeaf cxResults, a new product that extends Tealeaf’s Customer Behaviour Analysis Suite. Additionally, Tealeaf is introducing key new features in its Tealeaf CX datastore, as well as new packaged versions of Tealeaf cxConnect™.

The new visitor data model of cxResults includes enhanced search capabilities. These capabilities allow for the creation of ad-hoc segments for detailed analysis by individual visit or across multiple visits. Segments can couple behavioural searches with full text searches to uncover anticipated and unanticipated behaviour.

"The Web’s cost-effective, ‘always open’ business model is increasingly ‘the’ channel for many businesses to service and support their customers, partners and employees. However, given the complexity of modern web applications it is impossible to anticipate the behaviour and experience of every online visitor and any associated business impact," said John Dawes, Vice President of Product Management, Tealeaf. "Tealeaf’s Customer Behaviour Analysis suite is the first solution to uncover and analyse unanticipated customer behaviour and experience enabling decisions based on actual business impact."

"The ability to fully investigate customer behaviour patterns is extremely valuable to US Airways. When it comes to travel, customers rarely complete a booking in one sitting and it can be difficult to understand the impact of an obstacle encountered on one visit to the overall buying experience," said Joe Beery, Senior Vice President and CIO for US Airways. "Now, we can evaluate our customers’ experience as a whole, spanning their visits, quantify any issues and the resulting impacts, and optimise our sites to match their needs and meet our business objectives."

"More than 80% of customer-experience decision-makers surveyed recently said improving the usability, usefulness and enjoyability of the online experience is significantly more important this year. However, in the same survey few respondents - only 12% - said their organisations take a disciplined approach to customer experience. This percentage will grow as firms get better at measuring customer experience and using data - not opinion - to decide which experiences work best," wrote Megan Burns, senior analyst at Forrester Research, Inc.