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.

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.

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.

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.

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.

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.

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.

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.

For more information, please go to:
www.tealeaf.com
www.tealeaf.com
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.