Tealeaf: watching over your site visitors' shoulder
Yesterday, I had the pleasure to attend a workshop organized by netprofiler, the market leader in web analytics in the Netherlands. The session about Tealeaf, a tool to improve online customer experience was particularly impressive.
Tealeaf captures and plays back all customer interactions with your life website. It allows you to see all issues and troubles visitors are experiencing. Each individual session can be identified and played back.
What makes it so powerful is the integration with web analytics solutions and the advanced segmentation possibilities. The tool adds an additional layer on top of your analytics application (tealeaf itself aims to be tool agnostic). You use your analytics software to identify issues, than log into tealeaf and drill down to individual sessions to discover the underlying problems.
Once identified the problem (like a combination of actions that will trigger an error message), you are able to segment all visits based on this problem. This gives you an insight of the impact of the problem on, for instance conversion rates, and helps you set priorities in dealing with issues.
Tealeaf is an excellent tool to recreate issues for your development team and to help your help desk or contact center to deal with frustrated web site visitors that are trying to explain what happened (or didn't happen) when trying to perform an action on your website.
Incredible powerful, a warhead in your arsenal to fight for delighted customers online.
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