A Forrester report points out challenges faced by some business-to-business firms working online.
The provider of online customer experience analytics has released the ClickTale Dashboard, providing single-click access to recordings of site visitor sessions and “heat maps” that show where visitors go and how long they spend there.
ClickTale Ltd, a provider of online customer experience analytics, has released the ClickTale Dashboard, providing single-click access to recordings of site visitor sessions and “heat maps” that show where visitors go and how long they spend there, the company says.
“We can show exactly what a customer looked at to an accuracy of 88%,” says director of marketing Shmuli Goldberg. “We capture every click and scroll a visitor makes on a web site, so a web site operator can literally watch a playback of everything a customer did on the site. We show you where the mouse was on a page second by second.”
Eric Peterson, CEO and principal consultant at consulting firm Web Analytics Demystified Inc., says ClickTale offers visitor session recording features that are somewhat similar to those offered by analytics provider Tealeaf Technologies Inc.
“ClickTale leverages a different approach for data collection and thus is able to present a different set of information,” he says, adding that Web Anlytics Demystified runs ClickTale on its own site as part of its efforts to optimize the visitor experience. “The ClickTale dashboard actively pushes me updates as new visitors are coming to the site and interacting, which is very cool.”
He adds that Tealeaf, in the release last month of Tealeaf 8 customer experience management software, has significantly expanded its ability to help web site operators discover the sources of problems site visitors may be experiencing.
“We can also show what a customer clicked on and where she scrolled to get visibility of what a customer was doing,” says John Dawes, Tealeaf’s vice president of product management, marketing and strategy. “Tealeaf can replay every customer interaction and discover patterns that may be causing problems.”