SOURCE: Tealeaf


August 31, 2009 08:01 ET Leverages Tealeaf's Integration With Google Analytics to Deliver Unique eCommerce Optimization Solution

Tealeaf's Customer Experience Management Software and Google's Free Web Analytics Improve Online Customer Experiences and Increase Revenue

SAN FRANCISCO, CA--(Marketwire - August 31, 2009) - Tealeaf® today announced that, a premier cable and wire management-related product vendor, is relying on an integrated ecommerce optimization solution that combines Tealeaf's online Customer Experience Management (CEM) software with Google Analytics™ Web analytics service, using Tealeaf cxConnect for Web Analytics. The powerful integration provides deeper online insight to inform marketing and Web site optimization efforts aimed at improving online customer experiences and maximizing revenue.

Ecommerce Raises Questions

Ecommerce sites with heavy volumes of transactions produce sizeable amounts of data. Interpretation of this data can help measure the success of business initiatives and inform strategic decisions about future projects. But companies often find it challenging to interpret site data fully, since much of the data is simply quantitative -- such as reporting how many customers purchased -- but not particularly qualitative -- leaving questions remaining such as why some customers who show intent to buy ultimately did not purchase.

Together, Web Analytics and CEM Deliver Ebusiness Answers

Tealeaf's CEM solutions differ from Web analytics in that they capture every user's entire interaction with a site -- including data entered into forms -- in other words, the full customer experience, not just the path the user took. This visibility into actual customer and site behavior can identify why the customer took the actions they did and helps quantify the impact of unanticipated issues, in order to prioritize those that are most affecting a company's top line, optimize the online experience and directly improve site conversion and maximize revenues and profits.

"Using the combination of Tealeaf and Google Analytics we've been able to turn our site optimization efforts nearly into an exact science," said Paul Holstein, co-founder, vice president and COO, "For example, our analytics and usability studies clearly indicated that we needed a new shopping cart but we weren't sure exactly how urgently we needed it, so allocating resources to the project was a bit tricky. Using the integrated solution, we conducted a simple cart abandonment funnel analysis and then segmented out what the funnel looked like based on how many errors appeared in the process. By comparing the conversion rates of the segments, we could see exactly how much we were losing and know how much to spend in enhancing the cart, within a range that would still pay off. This took the guesswork out of IT resource allocation and payoff."

On another occasion, was able to proactively reach out to customers who were attempting to transact but whose credit cards were declined in error. Using Google Analytics, the company was able to see that a drop-off was occurring at the checkout step. After pulling the segment of impacted users into Tealeaf for deeper analysis, the company was able to see that several customers were unable to transact specifically because their cards were declined on checkout. As a result of knowing that the issue occurred and exactly which customers were affected, they instituted a best practice of having customer service call the impacted individuals to notify them that the decline was in error and offer help completing the transaction, or offer an alternate form of payment.

"Our worst case scenario is that customers who have every intention of buying are driven away to competitors, and that revenue which should be a given is lost," Holstein said. "For the first time, with this integration, it's easy for us to see not only that our conversion is down, but understand why it is down, who is affected, and reach out to them to recover this otherwise lost business."

Tealeaf and Google Integration Driven by Customer Demand

" is visionary in its ecommerce optimization efforts," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "Companies can now utilize powerful, free Web analytics and invest in high-ROI solutions like Tealeaf so they have the combination of important reporting on online marketing and traffic creation performance combined with the deep customer experience insights provided by Tealeaf. And beyond site optimization and online marketing campaign efforts, companies can be even more strategic by using this additional insight to reveal cross-sell and up-sell opportunities and to provide better customer service."

The Tealeaf/Google integration leverages Google Analytics' free, publicly available user-defined segmentation variable feature and Tealeaf cxConnect for Web Analytics, an application that enables the transfer of rich customer experience data to and from the Tealeaf CX datastore to other tools, such as business intelligence products. Importing the Web analytics segment data directly into Tealeaf enables deep analysis of the full customer experience of every user in any given segment, including the ability to replay individual user sessions.

About Tealeaf

Tealeaf provides online customer experience management solutions and is the leader in customer behavior analysis. Tealeaf's CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit

© Copyright 2009 TeaLeaf Technology, Inc. All rights reserved. Tealeaf, the Tealeaf word and design mark, VIA and Visibility.Insight.Answers are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify, Tealeaf cxConnect and Tealeaf's CX Customer Behavior Analysis Suite are all trademarks of TeaLeaf Technology, Inc. Google Analytics is a trademark of Google Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

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