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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Pendo.io
Score 8.7 out of 10
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Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Tealeaf is a must for any site that has a key business process that drives revenue for a company. It is not limited to only capturing a small percentage of visitors to your site, it captures every visitor to your site. A lot has changed to the last year for Tealeaf for the good. There are many more options to for capturing data including a cloud and SaaS offering. Take a look again if you haven't seen it in a while.
Speed of searching for web sessions and users. This particular feature seems to impress me the most. When researching incidents where users report to have difficulty on our site, all we need is any of the unique identifiers of a user (email address used, IP address, user id) and we can locate their session(s) almost immediately in TeaLeaf.
Multiple conditional events - I really like how we can have events contain already existing events. This helps a great deal if issues being researched become even more complex.
Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc.
IBM is still working out a solution for seeing Mobile App traffic in Tealeaf. What they have now allows you to see the response and request, but it doesn't show where the customer is actually clicking. They've promised that newer versions will be better with this.
Tealeaf is pushing a web based viewer, trying to make this the standard over the more robust and extremely useful desktop based Tealeaf Viewer. the Web Based viewer is slow and clunky and just not as flexible, but IBM insists on pushing customers towards it. Last I heard, they plan for their mobile solution to only work in the web based viewer.
Recently IBM moved all the support documentation for Tealeaf to the IBM Support portal instead of Tealeaf.com where it has been for years. This completely broke the in application Tealeaf Help. At the time of my last use of Tealeaf near the end of November 2013, when you tried to search help from the Tealeaf web portal, you were sent to the IBM support site, and once you logged in, the search request was lost and you had to start the search again. The search of the help files is also nowhere near as good as the original tealeaf.com help site. Also, if your users tried to use help, they were out of luck because only the Tealeaf Admins have access to the IBM support portal. At first they insisted that they were not going to fix this for older versions of the software, but instead only release a fix when the next version of Tealeaf was release. There was a large discussion about this on the LinkedIn forum and IBM has said they're working on a solution, but I'm not sure when/if that will get release.
I find the reporting and analytics to be a little light. They could improve custom reporting capabilities.
Would like to see the capabilities of the Pendo tagging tool built into the platform. (don't launch a separate product). I find the tagging tool does a much better job at selecting the components to be tagged than the platform does.
Sometimes takes a while to refresh counts when adding a new tag.
Tealeaf is a scalable product that works with complex user-facing environments. It is one of the leading products in the market that helps identify user pain points and increases defect identification. The user interface is simple, clean, and easy to use. Lastly, Tealeaf Support provides good customer service and is eager to help solve chalenges we face along the way.
We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
We have had increased NPS scores due to our ability to target messaging for the right reasons to the right audience members rather than blanket distribution of information.
Delayed deployment in certain environments (being worked through) has led to a delay in one business area, but it is not public facing yet so we aren't heavily impacted by that yet.
