Acoustic Experience Analytics (formerly Tealeaf) Reviews

4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.0 out of 101

Do you work for this company?

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Reviews (1-4 of 4)

Nick Wade profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • The Event Manager can be confusing to use if you aren't in it every day. It takes a few iterations of creating a more complex event for you to be able to get it right.
  • Graphs of transactions/URL hits by hour can be misinterpreted if being shared with others outside of the area. If you run a report or view a graph from early in the hour it may be interpreted as a significant drop in requests.
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.
Read Nick Wade's full review
Sherri Kidner profile photo
December 13, 2013

IBM Tealeaf review

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
If you have a commerce web site, you want this product. It can be used by many different sections of the company. Product Managers can use it to see how many customers are looking at different products. Executives can use it to get reports on traffic and sales. The fraud department can use it to assist in litigation. The help desk can use it to assist customer. The Production Support group can use it to track problems and troubleshoot solutions, and developers can use it to see if customers are using their pages as the programmers expected, and use that insight to make the site better. All in all, while it's usually a pretty expensive solution, I believe in most cases it is worth the price.
Read Sherri Kidner's full review
No photo available
December 04, 2014

Tealeaf 8.8

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Identifying user paint points in an user-facing application
  • integrating with other data sources and analytics systems
  • Easy search functionality for finding sessions
  • Loading sessions can take time or doesn't work smoothly.
  • Visual pages are missing in some sessions which can make it difficult to understand a certain user pain point.
  • Segmentation for complex user-facing websites could require initial coding.
When trying to understand and optimize the customer experience of your web and mobile applications
Read this authenticated review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Extremely detailed in KPI measurement
  • Customization within portals is vast
  • Reporting needs improvement. Raw data is easy to extract but tough to analyze within the tool.
  • Not a very user friendly tool. Users must have some knowledge before trying create events.
Depending on the size of your site and the scope of how you wish to implement Tealeaf, be sure to understand how much data you are going to be collecting. Also, you will want to fully understand how Tealeaf will be implemented in your system and whether it will be through VM or a box you already own.
Read this authenticated review

Acoustic Experience Analytics (formerly Tealeaf) Scorecard Summary

About Acoustic Experience Analytics (formerly Tealeaf)

Acoustic Experience Analytics (formerly Tealeaf), an AI powered application providing site visitor session recording and replay, anomaly detection, and struggle analytics.

Acoustic Experience Analytics (formerly Tealeaf) Technical Details

Operating Systems: Unspecified
Mobile Application:No