eCommerce session replay: What IBM brings to the table

In a previous blog, the team at NetSphere Strategies covered the importance of tools for analyzing website data, focusing on Tealeaf, IBM's new customer experience manager. Today, however, we'll take a deeper look at what Tealeaf has to offer in more effectively pulling down actionable data related to how users interact with a website. 

Any company with an eCommerce focus needs to ensure the visitors to their website are experiencing a smooth, hiccup-free interaction. Consumers have come to expect their web experience to be just as smooth or better than face-to-face interactions in retail stores. But how can you ensure this clean delivery if you don’t have total insight into how your users are interacting with your site? Tealeaf helps you answer this question.



As part of IBM’s Enterprise Marketing Management suite, Tealeaf is bringing eCommerce opportunities to retailers, especially in marketing and website workflow. To get to the bottom of the issue, retailers need to replay customer interactions to see how they can improve customer service. With Tealeaf’s tools, you can visualize exactly what your website users experienced in their browser as they navigated your site. You can increase conversion and revenue with this information, especially if you notice a high percentage of consumers getting hung up on a specific website-related problem that you can quickly fix.



Accessing real-time information is a real perk with eCommerce software solutions, which is something Tealeaf has also made a priority. The software engineers have included tools that can give you immediate awareness and insight into every user struggle as they navigate their way through your website. You can also use the intuitive tools to quantify real-time revenue impact analysis. Furthermore, if monitoring and managing a holistic view of health and performance of your website has proven to be an impossibility with your previous solutions, Tealeaf makes the holistic view a reality.



Users of Tealeaf cxImpact, one of six products packaged with Tealeaf, are replaying the page-by-page recording of a customer’s session, which means they’re looking at specific actions users took on each page. Real-time analysis is also available in the solution’s dimension report builder, which is a priceless tool for IT users and/or ebusiness users. Do you want to quantify lost revenue because of checkout issues or money transfer problems? Using cxImpact’s drag-and-drop interface can bring all this information to the forefront.



Every company’s eCommerce operation is different, which is why reporting interfaces should be customizable. Tealeaf offers flexible reporting galleries that help you visualize the aspects of your business that will assist in making the changes you need for more optimal customer interactions. And because the workspace is centralized in a web-based portal, problems with your site are easy to identify and resolve, especially with the alerts that are automatically funneled to the appropriate personnel when an issue with your website arises.



IBM knows the importance of mobility, whether it’s for a consumer or for an eCommerce business. Tealeaf CX Mobile assists clients in streamlining the mobile eCommerce experience, whether it’s HTML5 or RWD-based sites, iOS or Android. Mobile visibility is important, too. By using Tealeaf, you can see what gestures your users are employing, from pinching to zooming to scrolling and rotating their devices.

There is much more to talk about with Tealeaf. Visit IBM’s site dedicated to all the products featured in Tealeaf. And, stay tuned to the NetSphere Strategies blog. As a certified IBM business partner, we aim to keep you up to speed with all of the new technologies that are coming online.