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Gigamon U - Reading Tea Leaf, 360-Degree View of Online Customer eXperience
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Gigamon U - Reading Tea Leaf, 360-Degree View of Online Customer eXperience

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TeaLeaf is the leading provider of online customer experience management solutions. TeaLeaf's TeaLeaf CX family of solutions provide unprecedented visibility into every user's unique online …

TeaLeaf is the leading provider of online customer experience management solutions. TeaLeaf's TeaLeaf CX family of solutions provide unprecedented visibility into every user's unique online interactions, revealing hidden problems that affect consumers and cost companies more than any single catastrophic event. By providing a patented, powerful 'outside in view' of each individual customer experience, leading e-business executives across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation can eliminate failures that impact profitability, cause customer churn and ultimately damage brand equity. Founded in 1999, TeaLeaf is headquartered in San Francisco, California, and is privately-held.

Published in: Economy & Finance, Technology

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  • 1. The Only 360-Degree View of Online Customer eXperience Joe Megibow, Director of Field Engineering www.tealeaf.com © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 2. Unparalleled Visibility of the Online Customer for Ebusiness Select TeaLeaf Customers Financial Services Retail & Travel B2B, Telco, Mfg. 2 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 3. Online Issues Are Widespread and Extremely Costly 9 out of 10 Consumers Have Experienced Trouble Customer 34% switch to a competitor experiences a Enormous problem Business Can equal the financial impact of One unknown Impact a week of downtime issue One customer Could be one customer or complaint one thousand 3 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 4. 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. 4 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 5. 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. 5 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 6. The Gap: No Visibility of the Actual Customer eXperience Information Used to Interpret Actual Customer Customer Experience Experience Review Cart Visibility Gap Submit Order #550356 $54.72 <id56043> 1 2 3 4 #864021 $89.12 <id23856> #756053 $129.12 <id85476> From: CustSvc@company.com #173460 $12.00 <id87953> To: jsmith@xxxxxxx.com #783452 $7.32 <id87342> 1. Does your connection go Empty Cart? through a router? 2. What operating system does your computer user 3. What is the exact version Your shopping cart is empty of the web browser you use? 7/23/2005,0:06:31,192.168.1.207,- ,10.10.20.47,80,GET,/store/,- ,302,405,460,10,Mozilla/4.0+(compatib le;+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.as p,- ,200,13631,461,1122,Mozilla/4.0+(com patible;+MSIE+6.0;+Windows+NT+5.1 ),-,,- [Interpretation] [Visibility] 6 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 7. TeaLeaf cxImpact: Detect problems sooner, fix problems faster Actionable Results Awareness Method Current Methods Reproduce errors • Customer Calls Reproduce ID customer issues • Logged Errors • Measured Trends Validate error logs • Web Analytics • System Management Re sp on TeaLeaf d Functionality Measure total impact • Blank Page Quantify • Unhandled ID which customers Exception ID which transactions • Error Page • Invalid Content ts TeaLeaf CX er Business Processes Al • Blocked Transaction • Missing Confirmation • Major Conversion Drop Find commonalities Diagnose Isolate occurrences Performance / Availability • Slow Page Correlate cause – effect • 500 Error 7 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 8. Powered by TeaLeaf CX Ultimate Information Source of Online Customer Experience cxImpact Passive TeaLeaf Capture CX Server HTTP(S) or • Decrypt • Assemble Inspect • Event • Correlate • Index • Archive • 100% Coverage ― No Risk Architecture Every customer, Every Transaction, Every Time Proven, Passive, Scalable, Secure 8 © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
  • 9. For more information, please go to: www.tealeaf.com www.tealeaf.com © 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.

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