Acoustic Tealeaf (formerly Acoustic Experience Analytics and before that IBM Tealeaf; Acoustic has restored the former branding), is an AI powered application providing site visitor session recording and replay, anomaly detection, and struggle analytics.
Take a formal training class before diving in. It will benefit you greatly. I would suggest starting with an intermediate class if they have even a small understanding of the product beforehand.
+ I strongly believe that this tool helps when a firm has good user count (depends on business model) as most of these tools are data friends. More data - more valuable insights+ Best fit if someone who is looking for deeper insights of individual page - Not suggested for very fewer visits of a website. Suggested toimprove better visit count
Tealeaf is exceptionally useful for troubleshooting technical issues and investigating conversion problems. It gives you the ability to look at individual sessions, so that you can see exactly what steps the customer has taken to cause the problem. This way you can recreate errors, or determine if the layout of the site is confusing the customer and preventing sales.
Tealeaf allows you to create alerts to track specific problems. For example you can set an alert if the error handler on the site fires more than 5 times in 15 minutes, or if the completion rate of a specific process drops below a certain percentile. This lets your production support group get a jump on problems and gives them a chance to start working on a solution before the business users or the site help desk have reported the issue.
Tealeaf allows you to create reports and dashboards to track activities on your site. You can set these up to monitor sales, sign-ups, errors, traffic load, just about anything. You can arrange to have these reports sent by e-mail, so business users can be kept up to date on the status of the web site.
There are scorecards in Tealeaf that allow you to create reports to track a series of events. This let you see where people are falling out of a process so you can determine where customers are struggling and improve the customer experience.
It's possible to shadow-browse a customer's web session, allowing a help desk analyst to provide better customer service by seeing what the customer is seeing and following along with their session.
Provides heatmaps that shows you the elements on your site that are and aren't performing well.
Provides scrollmaps so you can see how far down a page users are scrolling and which content never gets seen.
Screenshots show you how your website looks across a variety of different devices.
Provides a type of clickmap called confetti that enables you visualise clicks by segments - device, new/returning visitors, campaigns and other metrics.
The largest thing we've struggled with is the Optimizely integration. I've contacted customer service a few times to get it properly setup. Customer Service is always friendly and helpful; they provide clear steps to get it setup. Unfortunately despite clear instructions, they are tedious, and if not completed in the correct order, the integration with Optimizely does not work. My success rate with the integration is less than 55%.
Tealeaf is a highly demanding tool that can report just about any KPI one can think of. The reward can be great if one is willing to put the time and effort into building a comprehensive and organized event structure.
It's a great tool considering how inexpensive it is. If used correctly and you have a plan for tracking your websites, this tool can make a world of a difference. If you are not going to sit down and take the time to make a plan for how to use this tool, I would say it is not worth your time. Yes, you can look at items on your website that need to be changed, but without a consistent plan, other important items that need changing can be lost in the mix. Make sure you have enough time and energy to invest in this and it will be well worth it
It's not clear what features there are. The navigation icon is not labeled. It's hard to know where to start when you're first logging in as a first-time user. It's hard to know how to set up anything and there aren't many helpful tutorials in-product. I don't want to be kicked out of a help center or read the documentation.
It's slow to post data, and slow to get a snapshot to finally be active (i.e. not pending). Not intolerable, but would be nice to see data within a couple hours. Often have to wait to the next day.
I think support is an area where Crazy Egg is lacking. I would love to have a quarterly check-in with a Crazy Egg rep to understand what kinds of changes have been made to the platform and what is on the horizon. I also think a quick consulting sessions with a rep could be extremely beneficial, as I'm sure there are ways to use the tool that we haven't even thought about yet that would be extremely insightful for our team.
Hotjar is more expensive than Crazy Eggs, and we needed a tool to fit the budget for small comp. With more time, we could have tested it deeply also to have a better opinion, it seems to be great too
Its reliability (not scaleability, as the question asks for, sorry) is pretty good but through our testing we know that some clicks do not get recorded. It doesn't bother us a lot because we look at the aggregate of thousands of visits, but we do know it misses things. As for scaleability, it's about right. You really don't want zillions of clicks per snapshot - the screen just turns to 100% dots and you lose the ability to differentiate different screen areas. We find that 25,000 clicks for a page gives us a really good view.
Provides context to developers - As with pretty much any programmer, they need context of user activity leading up to a problem in order for them to debug code. TeaLeaf does a great job of doing that. We can identify a problem in the code, search for a TeaLeaf (and Java application session) that has the problem in it and show the developers what the user was doing when the problem happened. This greatly speeds up the time to resolution.
