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05.07.08 Tealeaf Updates The Customer Behavior Analysis Suite  By Manoj Jasra Tealeaf, today announced Tealeaf cxResultsTM, a first-of-its-kind product that changes the way organizations are able to analyze 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 published experience-based website optimization best practices and announced the launch of the viaTealeafTM Partner Network. Combined, these technology innovations, partnering and integration efforts aim to help companies deliver on the full promise of ebusiness.
Companies are increasingly recognizing that the online customer experience is impacting their business results. By improving this experience companies are able to maximize customer satisfaction, effectively support and service customers through the cost-effective Web channel, and grow overall revenue. Tealeaf Technology Innovations Tealeaf is introducing Tealeaf cxResults, a new product that extends Tealeaf's Customer Behavior Analysis Suite. Additionally, Tealeaf is introducing key new features in its Tealeaf CX datastore, as well as new packaged versions of Tealeaf cxConnectTM. Tealeaf cxResults is a new product for advanced customer behavior analysis. The product enables business decisions makers to: • Understand complete customer behavior patterns across multiple online visits. • Discover patterns of behavior indicating any unusual experiences. • Provide sophisticated analytics to refine and answer questions about website experiences and associated business impacts.
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 behavioral searches with full text searches to uncover anticipated and unanticipated behavior. For example: • Sequence of events: 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. • The absence of events: Show all visitors who searched for something but who never added an item to their shopping cart. • The number of occurrences: Show all visitors who tried to register three times but still were never able to sign in. "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 behavior and experience of every online visitor and any associated business impact," said John Dawes, Vice President of Product Management, Tealeaf. "Tealeaf's Customer Behavior Analysis suite is the first solution to uncover and analyze unanticipated customer behavior and experience enabling decisions based on actual business impact." Tealeaf CX now supports global organizations with multilingual sites and provides a unified central management system: • Internationalization: To support global organizations, Tealeaf CX offers complete support for capturing customer experience data from sites using multi-byte character sets while localized user interfaces enable use of Tealeaf globally. • Centralized Management: As the web becomes the primary vehicle for doing business and demands on sites increase, CX includes centralized management tools for configuration rollback, audit and security, and disaster recovery. Comments About the Author: Manoj Jasra has been in the search marketing industry since 2002 with Enquiro Search Solutions. His role as the Director of Technology at Enquiro involves him developing strategic relationships with technology vendors, overseeing web analytics and designing cutting edge solutions for clients. Manoj's background in software development and experience in search marketing/web analytics gives him the ability to provide strategic consultation throughout the entire online marketing process. Manoj's blog, Web Analytics World focuses on insight in Search Marketing, Blogging, Web Analytics and Technology; it is also one of the top read web analytics blogs. You can frequently find Manoj's writing at popular marketing publications. |
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