Tealeaf

The Only 360-Degree View of Online C ustomer e X perience Joe Megibow, Director of Field Engineering

Unparalleled Visibility of the Online Customer for Ebusiness Select TeaLeaf Customers Financial Services Retail & Travel B2B, Telco, Mfg.

Online Issues Are Widespread and Extremely Costly

Enormous Business Impact

9 out of 10 Consumers Have Experienced Trouble

One customer complaint One unknown issue Can equal the financial impact of a week of downtime Could be one customer or one thousand Customer experiences a problem 34% switch to a competitor

Example: Largest Online Retailer We're sorry! An error occurred when we tried to process your request. Rest assured, we're working to resolve the problem as soon as possible. If you were trying to make a purchase, please check Your Account to confirm that the order was placed. We apologize for the inconvenience.

Do you treat your customers like a diagnostic tool? Actual email from major online retailer From: customerservice@company.com To: jsmith@xxxxxxx.com In order to help us determine what is causing this problem, we need you to reply to this email with the following information. Please be specific as possible in answering the questions below so we may thoroughly investigate the issue. 1. Does your connection go through a router? 2. What operating system does your computer user (Windows 95, Windows 98, Windows NT, MacOS 8.6, and so on.) 3. What is the exact version of the web browser you use? (Internet Explorer 5.00.2614.3500, Netscape 4.72, and so on.) 4. What type of connection do you have on the Internet? (56K modem, T1, DSL, ISDN, and so on.) 5. Who is your Internet Service Provider? 6. Do you have any security software installed? (Zone Alarm, Norton Security, etc.) 7. Do you have any popup stopper software installed? 8. Describe in detail the problem and the exact reproducible steps that led to it. 9. Please list the exact error code, word for word. Thanks - your answers should help us pinpoint the problem.

The Gap: No Visibility of the Actual C ustomer e X perience Actual Customer Experience Information Used to Interpret Customer Experience [Interpretation] [Visibility] Visibility Gap 7/23/2005,0:06:31,192.168.1.207,-,10.10.20.47,80,GET,/store/,-,302,405,460,10,Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.1),-,,- 7/23/2005,0:06:32,192.168.1.207,-,10.10.20.47,80,GET,/store/Default.asp,-,200,13631,461,1122,Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.1),-,,- 1 2 3 4 Review Cart Submit Order Your shopping cart is empty Empty Cart? #550356 $54.72 <id56043> #864021 $89.12 <id23856> #756053 $129.12 <id85476> #173460 $12.00 <id87953> #783452 $7.32 <id87342> From: CustSvc@company.com To: jsmith@xxxxxxx.com 1. Does your connection go through a router? 2. What operating system does your computer user 3. What is the exact version of the web browser you use?

TeaLeaf cxImpact: Detect problems sooner, fix problems faster TeaLeaf CX Reproduce errors ID customer issues Validate error logs Measure total impact ID which customers ID which transactions Find commonalities Isolate occurrences Correlate cause – effect Awareness Method Actionable Results Reproduce Quantify Diagnose Respond Alerts Current Methods