CX is differentiated from other web analysis tools in that it captures and reports on web session data in a searchable and replay-able fashion.
TeaLeaf calls this novel approach looking at the tea leaves.
This means that site owners can visually replay, track back and drill down through the same web pages that a single visitor looked at, including error messages and inputs, as though it were a movie.
While most other analytics products focus on visitor trends and group behavior, TeaLeaf provides a simplification of the picture that is also necessary for companies to make sense of the complex interactions between visitors and content.
The upgraded product includes a new module called CX Impact that analyzes clickstream data to uncover problems and trends. The module generates graphical bar and pie charts and standard tabular reports to help with the analysis.
CX includes several other modules including CxConnect for reformatting website data into web logs or XML output so that it can be pushed out to a relational database and analyzed by third-party business intelligence and web analytics tools.
Other modules are aimed at helping customer service reps liaise with online customers while viewing live and archived website sessions, real-time problem resolution and audit and compliance.
San Francisco-based TeaLeaf was founded in November 1999 at the height of the dot-com boom. It was a product of a skunk works project within the SAP AG development subsidiary, SAP Labs. TeaLeaf was the German software giant’s first spin-off.
Since the Internet bubble burst the company has gone quiet. However it continues addressing an increasing problem for websites that it refers to as death by a thousand cuts.
This is where a small, unknown problem on a company’s website could over time accumulate into huge amounts of lost business, explains TeaLeaf vice president Geoff Galat. Most companies have a big blind spot, and that is, what are customers experiencing online?
He believes the problem is being exacerbated by new Web 2.0 technologies like Ajax that aim to provide more interactive online experiences
How can you know what’s going on in the mini-applications you’re delivering to the customer’s desktop? asks Galat.
TeaLeaf CX is priced at around $80,000.
