Tealeaf, which specialises in digital customer experience management solutions, has introduced the latest version of its mobile customer experience management solution, Tealeaf CX Mobile.
The company says it enables sophisticated customer experience analysis across all mobile channels, including mobile web sites, native iOS and Android apps, hybrid apps, and the growing number of apps and sites built in HTML5. (Presumably other native apps are not covered – we have asked.)
Tealeaf notes that the explosion in mobile adoption is adding to the pressure on consumer-organisations to deliver the best possible mobile experiences or risk losing customers, and not just from the mobile channel. A 2011 Tealeaf and Harris Interactive Mobile Transaction Survey found that 85 per cent of consumers expect the mobile experience to be better than online experiences using a laptop or desktop computer. It also found that 63 per cent of all online adults said they would be less likely to buy from the same company via other purchase channels if they experienced a problem conducting a transaction on their mobile phones.
“If you’re not mobile, you’re not competitive,” says Tealeaf vice president of mobile, Bill Loller. “Tealeaf CX Mobile helps ecommerce businesses take full advantage of the mobile revolution by identifying opportunities – as they happen – to optimise the mobile experience and empower customers to accomplish the task they are attempting to do digitally.”
Tealeaf CX Mobile works by enabling businesses to see their sites and apps through the eyes of their customers. It provides documented evidence of customer struggles and the ability to quantify the business impact of customer challenges. 
The solution captures in-screen actions, including orientation, pinching, and scrolling; enhanced mobile browser replay to re-create problems and optimise functionality; and device-level data, such as device type, browser version or operating system.
Armed with this information, says Tealeaf, companies can drill down to understand the context of every interaction, detecting customer struggles, obstacles or issues; identifying opportunities to optimise the end user experience for the small screen; and correlating customer behaviour with network and application problems
Tealeaf CX Mobile is part of the Tealeaf CX suite, and the data captured is available for analysis, optimisation and customer service by both the Tealeaf CX Customer Behavior Analysis Suite, and the Tealeaf CX Customer Service Optimization Suite. Customers include Zions Bancorporation and SkyBet.
