IBM Tealeaf

4.0
(10)

Tealeaf's Customer Experience Management Solutions provide the common "view" of the online customer.

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IBM Tealeaf Reviews

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IBM review by Ignacio C.
Ignacio C.
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"¿ What can you do for your business?"

What do you like best?

is a software that can be used locally or in a cloud that includes customer experience solutions to capture user interactions on websites and mobile applications. It provides greater visibility into the digital experiences of customers and information about their behavior in mobile and web channels. Thanks to the possibility of quickly revealing areas of friction, different teams in the organization can solve the root cause of the problems.

What do you dislike?

Tealeaf, a leading provider of customer behavior analysis solutions and management of the digital customer experience, is now part of the company's marketing management at IBM. Tealeaf's customer experience management solutions offer key visibility, information and answers to help businesses meet their online customer retention and conversion goals, only they must pay to have support under their contract. It is not free.

Recommendations to others considering the product

In cases where an update is not the right way to solve a product problem, it is always recommended to back up your documents.

What business problems are you solving with the product? What benefits have you realized?

I detected the difficulties of the clients, whose actions are successful or fail with the identification of patterns of difficulties and solve the problems with alerts and events practically in real time. Optimize usability by seeing how customers interact on each page through usability analysis, heat maps, attention maps, link analysis, comparison analysis, form analysis and accessibility analysis. Solve problems more quickly quantifying the impact on income of each problem that the client finds in his navigation to support decision making based on data on where to prioritize resources.

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IBM review by Chad C.
Chad C.
Validated Reviewer
Verified Current User
Review Source

"Tealeaf Systems Administrator and Web Analytics Manager"

What do you like best?

I like the level of granularity Tealeaf gives you when analyzing customer experience on the web. Where tools like Omniture or Google Analytics only give you the big picture, Tealeaf can do that plus allow you to see the cause of any anomalies.

What do you dislike?

There is not much to dislike. I will say getting the full use of the tool can be a very complex undertaking, it really isn't something you can pick up in a week and get 100% benefit from. You need to put in the time to learn it and become familiar with all the ways it can provide value.

Recommendations to others considering the product

It is pricey and quite an investment implementation-wise. Know how you plan on using the tool and make sure you are going to be using it correctly to get the full power Tealeaf can provide. When used properly, no other tool matches its capabilities.

What business problems are you solving with the product? What benefits have you realized?

The main business problem we are solving is our customer experience on the web. Anything from information gathering to purchasing we are using Tealeaf to make it a better experience for our customers.

What Session Replay solution do you use?

Thanks for letting us know!
IBM review by User in Health, Wellness and Fitness
User in Health, Wellness and Fitness
Validated Reviewer
Verified Current User
Review Source

"A fantastic tool"

What do you like best?

I love the ability to be able to see screenshots of actual user sessions. We use it all the time when trying to diagnose issues with customers. Since we can see what they are seeing and trying to do, it helps to troubleshoot issues.

What do you dislike?

Depending on how the users are accessing the site, it can be difficult to see their exact flow and what they were trying to achieve. Some types of content do not display well through the tool.

Recommendations to others considering the product

If you have a need to diagnose customer issues directly or want to monitor your site for common problems, then this tool fits multiple hats. I would recommend it.

What business problems are you solving with the product? What benefits have you realized?

We also use it for monitoring and alerting on errors and other issues. We have realized that we can sort and group sessions to find common errors across common user agents and that we can address specific customer issues directly by looking at their own session, instead of just asking generic troubleshooting questions.

IBM review by Ervin T.
Ervin T.
Validated Reviewer
Review Source

"IBM Tealeaf"

What do you like best?

IBM Tealeaf is a very amazing Costumer Service management software company they helped me a lot with things and im really grateful they are one of the bests in the world i totally like this , idont believe there is any better costumer service management service then this. I TOTALLY LOVE IT

What do you dislike?

I dont dislike anything to be honest since everything they do is really amazing.

What business problems are you solving with the product? What benefits have you realized?

The main business problem i am solving is my costumer experience on the web . It gave me better experience . THANK YOU IBM

IBM review by Pamela F.
Pamela F.
Validated Reviewer
Review Source

"Tealeaf has transformed the way we interact with our online customers"

What do you like best?

The ability for the agents to view what the customer is doing as they experience it or later if the customers calls after their interaction

What do you dislike?

NOTHING, it's awesome. We love the product.

What business problems are you solving with the product? What benefits have you realized?

The Customer Service Agents are able to assist the customer without asking lots and lots of questions about what browser, what operating system, where are you on the page. It has eliminated a lot of the frustration for both the customer and the agent - thereby creating a better customer experience.

IBM review by Kristy D.
Kristy D.
Validated Reviewer
Review Source

"Tealeaf @ Amplify"

What do you like best?

The data it can capture for user web experience.

What do you dislike?

Lack of online training we can get for Tealeaf.

Recommendations to others considering the product

Not enough knowledge currently to offer recommendations.

What business problems are you solving with the product? What benefits have you realized?

Capturing user behavior on our websites. This tool can resolve it and also allow analytics for solutions for root causes.

IBM review by User in Media Production
User in Media Production
Validated Reviewer
Review Source

"IBM Tealeaf is a Smarter Solution for IBM "

What do you like best?

IBM Tealeaf has the tools we need to analyze data and look at forward thinking trends and insights.

What do you dislike?

There needs to be a better product integration with other IBM products, including IBM Customer Analytics.

Recommendations to others considering the product

Look at all of your options before switching to IBM Tealeaf, especially if you don't already use IBM products.

What business problems are you solving with the product? What benefits have you realized?

IBM Tealeaf uses the Cloud, so it's a way for more people to integrate and use this service.

IBM review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Review Source

"A little tricky but worth the time"

What do you like best?

Honestly, this is just really a good system overall.

What do you dislike?

I dislike how slow it can be in processing information.

Recommendations to others considering the product

Just give it a go for a month. The effort is worth it!

What business problems are you solving with the product? What benefits have you realized?

We've dealt with an overload of everything lately and tealeaf has helped balance the weight of everything we've had on our hands

IBM review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
Review Source

"Using Tealeaf for customer triage"

What do you like best?

Replaying sessions, exporting sessions, heat maps, click analytics.

What do you dislike?

Infrastructure stability defects, difficulty of support (pretty much need an IBM SOW every year). Have had IBM SWAT team on site for 2 years and we still have issues.

What business problems are you solving with the product? What benefits have you realized?

The main way we use Tealeaf is for Session Replay for use with customer triage, defect resolution and application improvement.

IBM review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great for understanding how customers are interacting with your site"

What do you like best?

Being able to see things from our customer's perspective

What do you dislike?

The cost of the product. It would be great if the price point was better.

What business problems are you solving with the product? What benefits have you realized?

The Customer User Experience.

IBM review by Internal Consultant in Internet
Internal Consultant in Internet
Validated Reviewer
Review Source

"Great Product To Understand User Experience"

What do you like best?

Session Replay, Ability to know errors right at the browser level.

What do you dislike?

costly product and the service appears slow at times

What business problems are you solving with the product? What benefits have you realized?

reply effectively user experiences

Kate from G2 Crowd

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