Tealeaf Customer Experience on Cloud Customer Experience as a Service

Agenda

Tealeaf SaaS overview

Reports Builder

Events

Implementation

Resources/Video Assets

Businesses must understand their customer

88% abandoned cart

63% less likely to repeat with bad

experience

41%

expressed frustration

Expectation vs Visibility Gap

User Journey

User Journey – Marketing Department

WA Data Status

Unique Visitors

Page Views

Conversion Rate

x

User Journey – IT Department

APM Services Status

Application Servers - SLA

Database Monitoring

Middleware Monitoring

Network Monitoring

Response times

User Journey – Contact Center

• Small % • Scripted questions • Escalation

The Gap – No Visibility into Why Customers

Succeed or Fail

• Server Logs

• Performance Metrics

• APM

• Funnel Reports

• Business Trends

• WA

• Email, Surveys

• Phone Calls

• CRM

All interactions

IBM CEM Captures Every Customer, Every Interaction, Every Time

10

All actions

All customer experience obstacles

IBM Customer Experience Management

IBM Customer Experience Management is a robust analytics platform that gives

companies insight as to what their customers are actually doing on their websites and

mobile applications.

Aware of Negative

Trends Isolate Problems Identify Struggle Quantify Impact

All interactions All actions All customer experience

obstacles

Quantitative Vs Qualitative digital analytic

Quantitative digital analytics (“What, Where, When”)

Qualitative digital analytics (“Why”)

Web /Digital Analytics provides quantitative

insight by capturing web site and mobile

interaction data and providing easy to use

interfaces showing:

•Purchase funnels sales data

•Traffic flow through site

•Conversion benchmarks

Tealeaf SaaS provides qualitative insight by

capturing, replaying, and analyzing

individual user interaction data showing:

•“In page” content (incl. dynamic

personalized experiences)

•All UI interactions

•Error messages displayed

•Identify impacted visitors

What is Tealeaf SaaS?

Tealeaf SaaS is a offering that is bring Tealeaf capabilities to Customers

• As a Service (no customer investment in infrastructure)

• Easy deployment (SDK is only customer requirement to provision)

• Lower cost of entry for small to medium size businesses

• Leading Responsive New UI

Workspace Overview

• Customizable widgets to monitor report data

• Shareable workspaces

Widgets Resizing

Report Builder

• Easily configure reports that fit your business need

• Refine your report with dimensions and filtering

Event Manager Overview

• Create custom events to understand the user experience

• Understand WHY

Searching for session

Session Timeline

• See step by step actions within a user’s individual session Unique to

Tealeaf

SaaS Replay

SaaS Replay

IBM Tealeaf – Removes the Departmental Silos Every Customer, Every Interaction, Every Time

• Server Logs

• Performance Metrics

• APM

• Funnel Reports

• Business Trends

• WA

• Email, Surveys

• Phone Calls

• CRM

IBM Tealeaf

Actions

Interactions

Issues

Key Benefits

Increased conversion rates from web and mobile adoption and usage

Gain insight into how web and mobile applications are being used, and quickly diagnose to resolve those obstacles

Improved site/mobile usability and customer satisfaction

Visibility into where and why struggle is occurring

Reduced Development cost and load on contact centers, call times, call volumes, and average speed to answer questions

Tealeaf Cloud Architecture

Data Center Environment

Web Servers Application Servers

Databases Customer Switch, Router, Load Balancer, Firewalls

Tealeaf Cloud

Tealeaf UI /App SDK

Tealeaf SaaS Integration

Step 1

Add tealeaf.js in web server which resolves

“/javascript/Tealeaf/tealeaf.js”

Tealeaf SaaS Integration

Step 2

Add the following to the Global Header jsp that require

Tealeaf client side user interface capture:

<script type="text/javascript"

src=“/javascript/Tealeaf/tealeaf.js"></script>

Deployment – SDKs Overview

All customers have the same “TealeafTarget” page

Organizations will provision Applications, each with a

corresponding “AppKey”

Example for the “JG” Organization

“JG Web App”

AppKey=GGDDB38D1D5D41938F173CECE2FA30A5

“JG Mobile App”

Appkey=WEYU20AE4CAD104C530060F1F3A2BE09

Deployment – UIC SDK

"modules": {

"saasKeys": {

"tlAppKey": "0b*455e299d64c8fb5baa3e651e263ae“ }

}

…

queues: [

{

qid: "DEFAULT",

endpoint: "https://collector.tealeaf.ibmcloud.com/collector/collectorPost",

maxEvents: 50,

timerInterval: 30000

}

]

TLT.logCustomEvent()

Tealeaf on Cloud - URL

https://tealeaf.ibmcloud.com/webapp/home

Resources

Tealeaf and eCommerce in Action:

https://www.youtube.com/watch?v=q7uyocygYfI

Understand Customer Struggle:

https://www.youtube.com/watch?v=j0Qg2HKWuMs

IBM Tealeaf CX Mobile Replay:

https://www.youtube.com/watch?v=FJu9WBfAfxg

IBM Tealeaf CX Mobile @ NRF Retail Conference:

https://www.youtube.com/watch?v=rFsNr5llWmI

IBM Tealeaf overstat:

https://www.youtube.com/watch?v=n2eoh12j8sU

See Tealeaf in action: