gigamon u - reading tea leaf, 360-degree view of online customer experience
DESCRIPTION
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.TRANSCRIPT
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
www.tealeaf.com
The Only 360-Degree View ofOnline Customer eXperience
Joe Megibow,Director of Field Engineering
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.2
Unparalleled Visibility of the Online Customer for EbusinessSelect TeaLeaf Customers
Financial Services
Retail & Travel
B2B, Telco, Mfg.
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.3
Online Issues Are Widespread and Extremely Costly
One customercomplaint
One unknownissue
Can equal the financial impact ofa week of downtime
Could be one customer orone thousand
EnormousBusiness
Impact
9 out of 10Consumers
HaveExperienced
Trouble
Customerexperiences a
problem34% switch to a competitor
© 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 yourrequest. Rest assured, we're working to resolvethe problem as soon as possible. If you weretrying to make a purchase, please check YourAccount to confirm that the order was placed.We apologize for the inconvenience.
© 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: [email protected]: [email protected]
In order to help us determine what is causing this problem, we need you to reply tothis email with the following information. Please be specific as possible inanswering 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.
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.6
1 2 3 4
The Gap:No Visibility of the Actual Customer eXperience
Review Cart
Submit Order
Your shopping cart is empty
Empty Cart?
Actual CustomerExperience
Information Used to InterpretCustomer Experience
[Interpretation] [Visibility]
Visi
bilit
y G
ap7/23/2005,0:06:31,192.168.1.207,-,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),-,,-
#550356 $54.72 <id56043>
#864021 $89.12 <id23856>
#756053 $129.12 <id85476>
#173460 $12.00 <id87953>
#783452 $7.32 <id87342>
From: [email protected]: [email protected]
1. Does your connection gothrough a router?
2. What operating systemdoes your computer user
3. What is the exact versionof the web browser you use?
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.7
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
Reproduce
Quantify
DiagnoseRespond
Alerts
Awareness Method Actionable Results
Current Methods• Customer Calls• Logged Errors• Measured Trends• Web Analytics• System Management
TeaLeafFunctionality• Blank Page• Unhandled Exception• Error Page• Invalid Content
Business Processes• Blocked Transaction• Missing Confirmation• Major Conversion Drop
Performance / Availability• Slow Page• 500 Error
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.8
Powered by TeaLeaf CXUltimate Information Source of Online Customer Experience
TeaLeafCX ServerHTTP(S)
• Decrypt• Assemble • Inspect
• Event• Correlate• Index• Archive
PassiveCapture
or
100% Coverage ― No Risk ArchitectureEvery customer, Every Transaction, Every Time
Proven, Passive, Scalable, Secure
cxImpact
© 1999-2006 TeaLeaf Technology, Inc. All rights reserved. Confidential and Proprietary.
www.tealeaf.com
For more information, please go to:
www.tealeaf.com