Foviance gets cosy with Tealeaf

Here at Foviance we’re always looking to strike new partnerships with innovative technology providers that are able to bring new ideas and perspectives to online customer experience. Tealeaf is very much a company that fits that billing.

Tealeaf’s aim is to enable businesses with busy online channels to see and understand their customers’ actual online experiences, analyse their motivations and gain greater insight in to why those customers do what they do while engaging with the site. We’ve been aware of Tealeaf’s talents for some time, and were keen to embark on any project that allowed us to add mutual value to customer experience management and measurement.

Essentially Tealeaf has developed technology that is able to accurately capture genuine details of customer session and interactions. Not only does it capture keystrokes, it also creates a searchable database of specific activities and events occurring during those sessions, which can then be replayed later in order to analyse precisely what those visitors were or were not able to do.

Of course the underlying component of key logging has been possible for some time now,  but not the level of ease by which businesses can now find the ‘needles in haystacks’ of customer experience – the exact moments when potential customers are turned on to or off of an online business. Tealeaf now lets those firms drill into an accessible database and uncover root causes of any issues at very granular levels of user experience.

From our perspective Tealeaf is yet another valuable tool in our toolbox, capable of playing a pivotal role in identifying and understanding issues surrounding customer experience. With Tealeaf we can observe interactions from a high level –what’s working and what isn’t – then replay ‘journeys’, drilling down to understanding specific user problems and integrating those insights with other data. If for example, we see a problem arising through our web analytics but don’t see why error pages are being thrown up, we can dive into Tealeaf, search into a session, find out when that page was served and look at how the user triggered it. Another example would see a company running a survey and wanting to know more about why a respondent gave a low score in one area of their online experience – using Tealeaf, we can delve into their site experience and see what made them feel that way.

Tealeaf promotes its technology as an effort to understand why customers take the actions they do, uncover missed sales opportunities, reveal the real impact of critical issues, and provide precise details of customer interactions. It achieves this by gathering the quantitative data and the qualitative experience information necessary to understand customers’ true experience and its impact on businesses. This ethos is obviously proving to be a fantastic fit with our own mission: to offer the broadest possible range of user experience consulting, accessibility and research services.

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