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May 07 2008
Tealeaf launches new behaviour software
Tealeaf has introduced Tealeaf cxResults, a new product that extends Tealeaf’s Customer Behaviour Analysis Suite.
Megan Burns, senior analyst at Forrester Research, wrote “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,” in the February 2008 report Customer Experience Spending Intensifies.
Tealeaf’s latest product the cxResults, claims to be the first-of-its-kind product that changes the way organisations are able to analyse the business impact of the customer experience and will hopefully increase the 12% currently taking a disciplined approach.
cxResults is designed for advanced customer behaviour analysis. The product enables business decision makers to:
- Understand complete customer behaviour patterns across multiple online visits.
- Discover patterns of behaviour indicating any unusual experiences.
- Provide sophisticated analytics to refine and answer questions about website experiences and associated business impacts.
The new system allows users of the system to ask lots of what-if types of question of the data, for a single visit or even across multiple visits, and to couple couple behavioural searches with full text searches to uncover anticipated and unanticipated behaviour. For example:
- Show all visitors who saw the error message, “We’re sorry” but still purchased something later in the same visit or in a follow-on visit.
- Show all visitors who searched for something but who never added an item to their shopping cart.
- Show all visitors who tried to register three times but still were never able to sign in.
John Dawes, Vice President of Product Management, Tealeaf makes some big claims for the software. “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.”
In addition to the cxResults announcement Tealeaf have 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 published experience-based website optimisation best practices and announced the launch of the viaTealeaf Partner Network.
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