UH

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

10/21/2016

"A fantastic tool"

5/5

What do you like best about Tealeaf by Acoustic?

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 about Tealeaf by Acoustic?

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 Tealeaf by Acoustic:

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 is Tealeaf by Acoustic solving and how is that benefiting you?

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.

PF

Pamela F.

VP Marketing - Technology Project Manager

Banking

Enterprise (> 1000 emp.)

3/21/2017

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

5/5

What do you like best about Tealeaf by Acoustic?

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 about Tealeaf by Acoustic?

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

What problems is Tealeaf by Acoustic solving and how is that benefiting you?

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.

KD

Kristy D.

Enterprise (> 1000 emp.)

3/21/2017

"Tealeaf @ Amplify"

2.5/5

What do you like best about Tealeaf by Acoustic?

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

What do you dislike about Tealeaf by Acoustic?

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

AI

Verified User in Insurance

Enterprise (> 1000 emp.)

3/21/2017

"Using Tealeaf for customer triage"

3/5

What do you like best about Tealeaf by Acoustic?

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

What do you dislike about Tealeaf by Acoustic?

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.

II

Verified User in Internet

Enterprise (> 1000 emp.)

3/15/2017

"Great Product To Understand User Experience"

3.5/5

What do you like best about Tealeaf by Acoustic?

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

What do you dislike about Tealeaf by Acoustic?

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

UH

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

9/9/2016

"IBM Tealeaf is a Smarter Solution for IBM "

3.5/5

What do you like best about Tealeaf by Acoustic?

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 about Tealeaf by Acoustic?

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 Tealeaf by Acoustic:

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 is Tealeaf by Acoustic solving and how is that benefiting you?

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.

AI

Verified User in Internet

Enterprise (> 1000 emp.)

10/14/2014

Business partner of the seller or seller's competitor, not included in G2 scores.

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

3.5/5

What do you like best about Tealeaf by Acoustic?

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

What do you dislike about Tealeaf by Acoustic?

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