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iPerceptions and Tealeaf Partnership Combines Customer Feedback and Customer Experiences
This relationship will give businesses greater insight into their customers’ online experiences, understand intentions, analyze motivations, and gain valuable insights into customer behavior.
MONTREAL, QC – February 7, 2012 – iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual and representative visitor feedback, today announced a strategic technology partnership with Tealeaf, a leader in online Customer Experience Management (CEM) software. This relationship will give businesses greater insight into their customers’ online experiences, understand intentions, analyze motivations, and gain valuable insights into customer behavior.
“Our partnership with iPerceptions is a great example of our commitment to providing organizations with the resources they need to make customer experience a foundational component of their online business strategy,” said John Dawes, Vice President of Product and Strategy at Tealeaf. “The companies that are leading their industries for mobile and online business are the ones that are leveraging the power of their online customers to improve the way they do business.”
A result of this partnership, organizations can now integrate their Tealeaf data and their iPerceptions feedback data for advanced analysis and understanding of the online customer experience. This combined dataset makes it possible to filter Tealeaf sessions based on iPerceptions survey responses, such as purpose of visit, task completion, overall satisfaction, and other segmentation and outcome questions. Likewise, business and marketing professionals can now see survey results, including the open-ended comments associated with individual sessions.
“Tealeaf’s customer experience management solutions offer a fantastic way to understand online customer behavior, uncover struggles that can hinder transactions and prioritize these issues by business impact,” said Claude Guay, President and CEO of iPerceptions. “The combination of session data and iPerceptions’ individual visitor feedback enables organizations to further segment observed behavior, understand the context, and evaluate more precisely the overall impact of website experiences.”
With immediate access to the sessions of targeted visitors and visibility into their intentions and experiences, organizations that leverage this integration gain numerous benefits, including:
- Using visitor segments and/or survey results to filter sessions of interest
- Understanding and quantifying the experiential impact of specific website problems, sections and obstacles
- Identifying major issues by investigating low satisfaction scores, main reasons for failed task completion, and dislikes
- Obtaining visitor-led suggestions regarding potential improvements and fixes
- Making more informed decisions about ongoing website optimization efforts
- Prioritizing the needs of the most valuable visitors
- Saving time and money by not addressing a few negative comments when the majority of feedback is positive
The combined datasets can be accessed and manipulated through both the iPerceptions and Tealeaf dashboards. Both companies can receive and display partner data in real-time, giving clients the flexibility to analyze and act on joint information, regardless of which partner portal they are logged into.
While the technology is cutting-edge, the implementation is relatively easy and has already been successfully executed for mutual clients within the hospitality and consumer electronics industries.
Tealeaf provides online customer experience management solutions and is the leader in customer behavior analysis. Tealeaf’s CEM solutions include both a customer behavior analysis suite and customer service optimization suite. For organizations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor’s unique online interactions for ongoing analysis and web site optimization. Online executive stakeholders from ebusiness and IT to customer service and compliance are leveraging Tealeaf to build a customer experience management competency across the organization. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit www.tealeaf.com.
iPerceptions is the leader in online Voice of Customer (VoC) analytics, using sophisticated intercept survey techniques to gather feedback from representative samples of actual website visitors. Its 4Q Suite and webValidator Continuous Listening solutions turn millions of data points into easy-to-understand strategic and tactical decision support for clients around the world. Augmenting its unique ability of giving website traffic a voice is iPerceptions’ advanced integration technology, allowing clients to combine individual visitor feedback with session-level data provided by Tealeaf and other best-of-breed web analytics solutions for enhanced analysis and understanding. For more information, please visit www.iperceptions.com.