Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) vs ServiceNow Customer Service Management

• Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
• It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
• Data is captured and processed in real-time which reveal unknown issues as they are happening.
• Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.

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• Allows for clear communication between help desk and end users.
• Provides a clean inventory option for both hardware items and software licenses.
• Navigation is very intuitive and user friendly.
• Many reporting features for all levels of the company.

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• More knowledge sharing sessions
• UI/UX Improvements
• More tooltips on icons

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• Reporting could be more granular.
• Slow loading pages more often than not.
• Updating of categorization can take a long time to propagate.

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• The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
• The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.

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• Ease of use between departments has been a huge success.
• Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
• Any kind of outage has been handled very promptly.

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