SOURCE: Tealeaf

May 06, 2008 08:01 ET

Tealeaf Introduces Customer Behavior Analysis Product Enabling Businesses to Deliver Better Online Results

Leading Online Customer Experience Management Provider Delivers New Product cxResults™, Updated Versions of Tealeaf CX™ and cxConnect™ to Power Next-Generation Website Optimization

SAN FRANCISCO, CA--(Marketwire - May 6, 2008) - Tealeaf®, the leader in online Customer Experience Management (CEM), today announced Tealeaf cxResults™, 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 viaTealeaf™ 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 cxConnect™.

-- 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 cxConnect has been updated with modules that offer packaged integrations with site optimization solutions including Web analytics, voice of customer, multivariate testing and data analysis. These integrations are the technology backbone of Tealeaf's new viaTealeaf Partner Network.

-- 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.

Commentary

"The ability to fully investigate customer behavior patterns is extremely valuable to US Airways. When it comes to travel, customers rarely complete a booking in one sitting and it can be difficult to understand the impact of an obstacle encountered on one visit to the overall buying experience," said Joe Beery, Senior Vice President and CIO for US Airways. "Now, we can evaluate our customers' experience as a whole, spanning their visits, quantify any issues and the resulting impacts, and optimize our sites to match their needs and meet our business objectives."

"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 organizations 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," wrote Megan Burns, senior analyst at Forrester Research, Inc. in the February 2008 report Customer Experience Spending Intensifies.

Market Drivers

-- Online issues continue to be pervasive: For the third consecutive year, the results of a survey conducted by Harris Interactive® revealed that nearly nine out of 10 consumers conducting transactions online have experienced problems. These issues incur additional costs and often result in lost business:

    -- According to the survey, 42% of those who experienced problems
       switched to a competitor or abandoned the transaction entirely.
    -- Another 53% of those who experienced problems will contact
       customer service, but nearly half (49%) will not have resolution.
       Of these unhappy customers, 52% subsequently stopped doing
       business with the company entirely as a result.

-- Companies are taking notice and prioritizing customer experience:

    -- "Obstacles to Customer Experience Success," Forrester
       Research, Inc., February 7, 2008, found that almost all (91%)
       of executives say customer experience will be either very
       important or critical to their 2008 efforts.
    -- Another Forrester report, "Customer Experience Spending
       Intensifies in 2008," February 26, 2008, also stated that
       results indicate customer experience budgets will show strong
       growth in 2008. And that as a result of their investments,
       firms will get more disciplined in their approach and put
       customer experience on the executive radar screen.

Availability

Tealeaf cxResults is commercially available immediately, as part of the Tealeaf Customer Behavior Analysis Suite. The new versions of Tealeaf cxConnect and Tealeaf CX are also generally available. For more information click here.

Additional details on the viaTealeaf Partner Program are available at: http://www.tealeaf.com/partners/default.asp

About Tealeaf

Tealeaf provides online customer experience management solutions and is the unchallenged 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 website 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 www.tealeaf.com.

© Copyright 2008 TeaLeaf Technology, Inc. All rights reserved. Tealeaf and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxResults, Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect and viaTealeaf are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

Contact Information

  • Press Contacts:

    Tealeaf: Shoshana Deutschkron
    415.932.5009
    Email Contact

    Horn Group for Tealeaf: Nicole Pack
    415.905.4035
    Email Contact