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.
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FullStory
Score 8.6 out of 10
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FullStory headquartered in Atlanta offers a heat map and session recording / replay application, presented as a digital experience analytics solution that provides on-the-fly conversion funnels, advanced search capabilities, video-like replay of real user sessions, and robust debugging and developer tools. The FullStory analytics engine automatically indexes digital interactions with sites or apps to empower teams to measure, validate, and act on each experience at scale. FullStory also boasts…
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.
Personally, I don't have a scenario where I think FullStory is less appropriate. For my day-to-day, it is the tool I use the most, by far. If there is ever a question of how many people do x, I can ascertain that information within 10 minutes usually, with a lot of different ways to visualize the data and group based on various categories (like elite status member, age, etc.). Dev Tools is a powerful way for my team to detect browser-specific / user-specific errors that we can then use to try to recreate the problem. Tech teams and product teams alike really rely on that particular functionality for troubleshooting. For figuring out drop-off points, Funnels and Conversions are invaluable. Both really specifically illustrate where in the journey our customers struggle or succeed! Dashboards is probably the most powerful product in the FullStory package since it combines almost every other product into one super detailed view where you can learn practically anything in one place--all you have to do is set it up! The only downside is that data export is not always in the exact formatting I need or would like, but that is actively being worked on by the team.
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.
FullStory allows me to view visitor behavior on a particular webpage. Traditional web analytics focuses on visitor movement between web pages, not on one specific page.
The software helps us to discover the behavior of the customers and provides us all the insights.
The customer support of this team is also very good.
The automation of this software is well developed.
Can be a little confusing to know the exact time something happened, in local time or customer time? That's helpful for engineering to look into log files.
When looking for a specific session, it would be nice if you have a easier list of sessions with a little more info to choose from
It would be nice to be able to save flagged sessions and annotations under my profile to reference later
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 been a phenomenal tool for us; every department that uses it has found something new and unexpected that it can do that they're really excited about. Even if we *only* used it for bug triage, it would be worth our time and money. The fact that we can use it for so many other things as well--gauging how customers interact and use our site, identifying UI problems, etc.--is above and beyond
Not being able to provide help/support during U.S. holidays can be a bit of a problem since our support team works even during those times, and it would actually be nice to have somebody to turn to when the application fails to perform the way we want it to.
You may discover opportunities with the way your site was built during the implementation. Which sometimes leads to some development work before you can actually get the most from the tool. While development is not "required" to implement the tool, expect you'll need development resources on hand unless you're implementing FullStory as you build a new experience.
FullStory is the only platform that we've trusted to give us solid reporting and recording for users. We do use Gainsight PX as well in order to track user flow, walkthrough/guides, and notifications. We love using FullStory and have been for the past four years!
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.
