Acoustic Experience Analytics (Tealeaf) Reviews & Product Details

Acoustic Experience Analytics (Tealeaf) Overview

What is Acoustic Experience Analytics (Tealeaf)?

Acoustic Experience Analytics (Tealeaf) helps organizations understand customer behavior across a digital touchpoints, improve website conversions, and optimize the customer experience. Leveraging a unique combination of session replay, heatmaps, behavioral analytics, and AI-powered anomaly detection, leading brands use Acoustic Experience Analytics go beyond traditional web analytics to learn why certain behavior takes place, quickly diagnose issues, and receive actionable insights on how to improve it – leading to significantly higher conversions and increased velocity through the customer experience. IT, Marketing, eCommerce, UX, and Web teams use Acoustic Experience Analytics to optimize websites, mobile apps, call center experiences to make the process as seamless as possible for customers. - Understand reasons for site abandonment and improve conversions - Identify moments of struggle in the customer experiences and how to fix them - Improve user experience and speed to convert - Find and fix issues quickly - Proactively manage and fight fraudulent activities across your digital channels - Quantify the business impact of every customer engagement Acoustic Experience Analytics offers a flexible deployment through SaaS, hybrid, or on-premise.

Acoustic Experience Analytics (Tealeaf) Details
Languages Supported
German, English, French, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Chinese (Simplified)
Product Description

Acoustic Experience Analytics (Tealeaf) Customer Experience Management Solutions provide the common "view" of the online customer.


Seller Details
Seller
Acoustic
Company Website
Year Founded
2019
HQ Location
New York, NY
Twitter
@GoAcoustic
74,219 Twitter followers
LinkedIn® Page
www.linkedin.com
806 employees on LinkedIn®

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Acoustic Experience Analytics (Tealeaf) Reviews

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Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Tealeaf provides all relevant answers for every possible analytics task for websites or mobile apps. It shows a very complete and visual set of information like full session replays. Nothing stays hidden in the data. Everything is customizable.

The current industry standard to analyze what is happening on websites and mobile apps is what is known as traditional web analytics. In my view, these traditional techniques have never been sufficient to really answer my questions and to tell me why certain metrics look the way they do.

Tealeaf is able to analyze any arbitrary visitor behavior and present insights in a very visual and easy to consume way. In terms of behavior insights, Tealeaf breaks all previous limitations. Review collected by and hosted on G2.com.

What do you dislike?

Nothing, this is really a great product. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Request a Demo or PoC and see by yourself how powerful Tealeaf is. Review collected by and hosted on G2.com.

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

Some of my solved problems/questions:

- Q: How far do visitors scroll down on a certain page? Which parts of the page do they focus most? On which page items do they click and hover most?

- A: These questions are solved with the Tealeaf out-of-the-box heatmap reports.

- Q: We see a significant loss in our conversion funnel on step 2, but why are people leaving on this step? Did they see an error, has the next-button been disabled, did they miss out important information because it was not visible or not present enough?

- A: These questions have been solved by simply replaying some sessions, where people struggle and leave on step 2.

Furthermore, with Tealeaf's data integration capabilities, we did export the list of affected users and re-engaged them to come back. Review collected by and hosted on G2.com.

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Marketing Manager of Digital Analytics
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I love being able to see the actual sessions of a user to better understand why they may have done something like abandoning a form or not completing a purchase. Knowing what people are doing only gets us so far, understanding why puts us into action. Further, I love the ability to add metrics to quantify issues and opportunities on the fly. I don't need IT interaction and sprint scheduling, I can create metrics from the recorded sessions and start gathering data that day! Support for this product has been great as well. Whether its my direct vendor support team or simply using their portal I get fast responses and solutions to my questions. The user community is helpful as well, sponsored user groups have put me in touch with other expert users for major companies, aiding our implementation. Review collected by and hosted on G2.com.

What do you dislike?

There isn't much that I dislike that isn't already being addressed in upcoming feature releases. Things like sharing of video sessions with other colleagues, and simplification of integration with other platforms are on the road map. You can do these things today and the professional services team is very helpful in accomplishing this for us. I look forward to simple point & click integrations with platforms like Adobe Analytics, Target, and a CDP platform. Notes or some sort of highlighting feature would be nice in conjunction with the ability to share recorded sessions but again I believe this is on their road map. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you do not have a session recording software you need it. One of my biggest recommendations is to "integrate" it with your VoC (Survey) software. Think about the surveys you might get from your website, "I can't do anything!" a person may say. How does that help you improve your site? When you have Acoustic Analytics linked, you can quickly see what that person was doing and why they might be complaining. From their it's easy to then create a metric and see if it was just 1 person complaining or a true problem. Review collected by and hosted on G2.com.

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

We are solving new business problems every week with Acoustic analytics. Some of the larger examples include errors for customer payments preventing us from collecting over $1M online. With Acoustic Analytics we were able to measure the impact and increase the speed to resolution. We also have addressed volumes of customer complaints regarding the lack of contact information. By viewing sessions and walking through examples with IT we were able to implement UI/UX changes that are increasing our digital satisfaction scores. Review collected by and hosted on G2.com.

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Open Discussions in Acoustic Experience Analytics (Tealeaf)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The replay sessions the heat maps are valuable points to this SaaS its an very importat anguar stone in our development, tips fo better practices hustt maximm 2 persons as administators Review collected by and hosted on G2.com.

What do you dislike?

Its a quite troubling the implemantationa nd configuration of the SDK, the deployemt its seems very heavy Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Its relly helpfull and easy to use ans so intuitive and easy to progress Review collected by and hosted on G2.com.

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

The struggling of the clients journeys, events, opt in exchange all the integratons with other tipes of cxs ans dks to teh appliations taht we need to improve Review collected by and hosted on G2.com.

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AR
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

I like the improvement in replay and as well as layout (GUI Appearance) in portal where users can catch information on the page. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes it takes more time to render the page in replay. Dashboards needs to improve. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend to others since we can show visual evidence for any issue to the product teams or development teams where they can understand the issue without wasting time to replicating the issue, teams can fix the issues on time. Review collected by and hosted on G2.com.

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

Created Events to track business functionality and identified some of the issues like application crash, specific API errors, home page down( users struggle to login) and user struggle in check out the orders.. etc. Review collected by and hosted on G2.com.

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AF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Replay feature along with session data. Also I like the alerting system. Also not being dependent on JavaScript tags like competition (Adobe analytics, Google analytics) takes all the developer side implementation out of thr window. Review collected by and hosted on G2.com.

What do you dislike?

Not able to debug Tealeaf events. If I need to add some advanced JavaScript, I've no way to understand where my logic fails.also reports can use a touch of modern UI. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you've just one tool for analytics then let Tealeaf be it. Review collected by and hosted on G2.com.

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

We are solving customer session replay for financial proof and verification. Also using reports for various domains like cyber security and customer experience analytics. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The amount of rich data that is captured. There is extreme granularity in the data. You can be as basic or advanced as you want or need to be in analysis. Review collected by and hosted on G2.com.

What do you dislike?

Lack of out of the box functionality, Such as reports. The data is there but nothing is done with it until it's configured to pay attention to it. Some areas of the application are dated in their appearance and/or are not intuitive as they could be. Problems with traffic feed are difficult to diagnose. Review collected by and hosted on G2.com.

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

User experience monitoring, problem triage, and security logging. Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

the analytics and alerts when customers are strggling Review collected by and hosted on G2.com.

What do you dislike?

Only nice to have would be more historical, but that is not a tealeaf limitation Review collected by and hosted on G2.com.

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

We are constantly leveraging the tool to ensure our customer interactions on all of our brands is working optimally by ensuring the least amount of downtime as well as improving customer interactions. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The solution that is delivered to know the experience of users on a platform Review collected by and hosted on G2.com.

What do you dislike?

The difficult access to an ordered and simplified documentation for each configuration Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Improve documentation and accuracy of product use for the most common use cases Review collected by and hosted on G2.com.

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

Delivering the user experience in a banking system Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Really enjoy having real-time alerts created which enables us to take a proactive approach to customer impacting issues. Review collected by and hosted on G2.com.

What do you dislike?

There isnt anything i dislike about this tool at the moment Review collected by and hosted on G2.com.

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

Having this tool allows us to monitor and trouble shoot all of our customer interactions in a timely fashion and having session replay capabilities allows us to get to the crux of the matter quickly. Review collected by and hosted on G2.com.

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Software Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Good insights on data and information required to understand and analyze potential behavior of systems. Offers optimized filters to save time Review collected by and hosted on G2.com.

What do you dislike?

The UI can be made better to enhance UX. Also advanced search can be incorporated to save more time of the customer Review collected by and hosted on G2.com.

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

Capturing real time traffic of user activity to understand and better solve production incidents that occured for my company Review collected by and hosted on G2.com.

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Sr. Ops & Traffic Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

UI and user friendliness

Attention to details Review collected by and hosted on G2.com.

What do you dislike?

None I guess

Better than any other tool I used

Used it for session replay which precisely tells us the exact error or customer impact on site Review collected by and hosted on G2.com.

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

Better understanding the live site issues Review collected by and hosted on G2.com.

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AI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Tealeaf really helped me to grow in the field of business analysis and increased efficiency of our work. Its really an asset in a small growing organization like us. Review collected by and hosted on G2.com.

What do you dislike?

Pricing is little high. IBM should consider the pracing factor. But quality matters. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

One of the best product i have ever seen in this industry. Trust the brand of IBM and it saves your life. Tealeaf really reduces the risk in the field and increases business. and operational efficiency. Review collected by and hosted on G2.com.

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

Most of the time it really helped me with my business management and analysis team. One of the best in the industry. Review collected by and hosted on G2.com.

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Test Lead
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

IBM Tealeaf offers best customer experience and analytics that help business optimize sites and apps thru powered insight. Review collected by and hosted on G2.com.

What do you dislike?

Configuration can be easier. There are problems that might occur when install, configure and implement. Review collected by and hosted on G2.com.

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

I can integrate acoustic analytics into web and mobile applications. Review collected by and hosted on G2.com.

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IC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I love using the SaaS version of tea leaf. It’s much quicker and easier to navigate vs the on premise version. Review collected by and hosted on G2.com.

What do you dislike?

Help functions are non existent and should be added and easier to use. Review collected by and hosted on G2.com.

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

We use tea leaf to help improve our customers experience on our mobile applications. Review collected by and hosted on G2.com.

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Administrador de Servidores en Software Libre.
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Invitation from G2
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 Review collected by and hosted on G2.com.

What do you dislike?

I dont dislike anything to be honest since everything they do is really amazing. Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

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Web Analytics Manager
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Honestly, this is just really a good system overall. Review collected by and hosted on G2.com.

What do you dislike?

I dislike how slow it can be in processing information. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Just give it a go for a month. The effort is worth it! Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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VP Marketing - Technology Project Manager
Banking
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
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 Review collected by and hosted on G2.com.

What do you dislike?

NOTHING, it's awesome. We love the product. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The data it can capture for user web experience. Review collected by and hosted on G2.com.

What do you dislike?

Lack of online training we can get for Tealeaf. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Not enough knowledge currently to offer recommendations. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Replaying sessions, exporting sessions, heat maps, click analytics. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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II
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Session Replay, Ability to know errors right at the browser level. Review collected by and hosted on G2.com.

What do you dislike?

costly product and the service appears slow at times Review collected by and hosted on G2.com.

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

reply effectively user experiences Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

IBM Tealeaf has the tools we need to analyze data and look at forward thinking trends and insights. Review collected by and hosted on G2.com.

What do you dislike?

There needs to be a better product integration with other IBM products, including IBM Customer Analytics. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Being able to see things from our customer's perspective Review collected by and hosted on G2.com.

What do you dislike?

The cost of the product. It would be great if the price point was better. Review collected by and hosted on G2.com.

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

The Customer User Experience. Review collected by and hosted on G2.com.

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Acoustic Experien...