Tealeaf, which specialises in online Customer Experience Management (CEM) software, has announced the launch of Tealeaf CX Mobile Experience Manager, which the company says delivers the industrys first mobile session replay capability.
The visibility mobile session replay affords is especially critical given the variability of mobile devices, says Tealeaf, enabling companies to understand mobile customer engagement, discover ongoing behaviour patterns, and compare the success and failure of mobile users alongside the experiences of traditional desktop users.
As more consumers rely on mobility, meeting expectations for mobile customer experience will be key to success in this new business channel, Tealeaf notes. However, supporting web transactions via mobile devices is very different than via desktops, and is dependent upon a companys ability to effectively deliver content to varied devices and mobile browsers.
According to Tealeaf, Mobile Experience Manager offers companies full visibility and actionable insight into their customers mobile experiences. It captures complete interactions of every mobile user, without dependence on JavaScript or other mechanisms that can miss mobile interactions. The module can then replay an exact, browser-level recording of each session, taking into account mobile variables including specific device capabilities, screen sizes, and other limitations (such as not supporting JavaScript). Insight revealed through Mobile Experience Manager is critical to discover and diagnose mobile site experience problems, compare mobile experiences with desktop experiences (or between devices), and ultimately improve success in the mobile channel, the company says.
Mobile Experience Manager also complements replays qualitative visibility into the mobile channel with quantitative insights by capturing and reporting mobile visitor data. Reports are available on usage statistics and patterns, including ad-hoc segments based on mobile attributes.
Since our customers are on-the-go travellers, the mobile web is a huge opportunity for us, says Wes Graham, Director of Internet Distribution at US Airways. The visibility Tealeaf provides is critical to understanding our mobile customers experiences and behaviour. Given the variety of mobile devices and browsers out there, these customers have unique experience challenges. Without the ability to replay actual mobile customer sessions, we would have a hard time making the right business decisions for our mobile site optimisation efforts and supporting growth in mobile use of usairways.com.
Tealeaf has also announced several additional updates to the Tealeaf CX solutions, including enhanced Robot (bot) traffic reporting, to improve organic search rankings and affiliate marketing efforts, and new user community-driven event and analysis templates, including dashboards, reports and events for common data captured across customer visits.
Tealeaf CX Mobile Experience Manager is a new add-on module to Tealeaf CX solutions. Bot reporting and user community-based templates are available as part of the Tealeaf Customer Behaviour Analysis Suite. For more information click here.