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with digital assets such as your web and mobile applications it's not always easy to pinpoint where a process may be failing or simply creating issues and bottlenecks for your customers some of those failures may have little impact on your bottom line but some could be highly detrimental t-leaf gives you true insight into your customer experience through intelligent data capture in other words by capturing real-world user behaviors without the need to tag individual elements in the way conventional web analytics solutions require you to tea leaf helps you identify the root cause of customer experience issues through a qualitative analysis so it answers the question why is this happening and it effectively measures the impact these issues have on your business so it answers the question how much is this costing me tea leaf goes beyond web analytics tools to find insights on your business's unanswered questions and drives higher conversions and customer satisfaction today we'll be going through a high level overview of the tea leaf solution specifically how a financial services business would use some of the customizable dashboards and we'll focus on some key capabilities such as conversion funnels and session replays as well as anomaly and struggle detection tea leaf delivers insight across digital channels marketing call centers and customer support as well as it devops use cases range from finding and fixing simple design issues all the way to monitoring fraud in real time essentially tealeaf is focused on enabling your organization to acquire and retain more customers through digital channels deliver effective customer services and reduce operational costs in this demo we'll be focusing on the insights tea leaf can provide around digital channels from the point of view of a business analyst for a fictitious company we've created called lunar financial at luda financial t-leaf was recently implemented on the bank's website to help troubleshoot and understand why customers are abandoning key conversion funnels because this is resulting in a loss of revenue in the demo we'll show you exactly how tea leaf enables the business analyst to identify the issue of increasing abandons in mortgage applications we'll then show you how the business analyst is then able to quantify the financial impact of the issue and finally we'll show you how they're able to pinpoint the root cause of the issue so that the organization can take action to resolve it tea leaf has been around for just over 20 years and has helped the likes of paypal wells fargo american express and many other established brands by providing deep insight into customer experience and the impact that experience has on their business t-leaf makes this achievable through a lightweight implementation which requires zero tagging rather than tagging individual elements on your site or your mobile app as most web analytics solutions require t-leaf can capture every single visitor interaction through its javascript and this significantly reduces the cost time and effort needed to implement it in this t-leaf instance that was created for my company luna financial i can access a dashboard specifically tailored for my responsibilities as a business analyst you'll also note the other dashboards here which the acoustic onboarding team helped luna financial to create during the setup phase we have four dashboards overview mortgage account opening and funds transfer these dashboards are tailored to different user roles and responsibilities at luna financial such as product owner marketing ui ux it devops and fraud dashboards are fully customizable in order to present reports and surface insights that are relevant to each user my dashboard as a business analyst is customized around mortgage applications as my role focuses on acquiring new customers i can see some key metrics in the various reports such as total loan amounts on a rolling daily basis mortgage conversion rates on an hourly basis application abandoned and success rates and a conversion funnel report highlighting visitor numbers at each stage of the funnel in a typical web analytics solution monitoring a conversion funnel report would show me the number of drop-offs at each stage of the process and finally the number of conversions but crucially we wouldn't be able to see why these drop offs occurred as well as the financial impact this has on my business tea leaf provides me with these valuable insights and allows me to identify the root cause behind a drop in conversions as well as how much revenue this is costing my business and seeing the difference before and after the issue is resolved as a business analyst looking at this mortgage applications dashboard the first thing that draws my attention here is the abandoned mortgages report which shows an increase in abandoned rates but even more concerning is the total value of abandoned mortgages every day so let's start by drilling down into this report in this detailed view i can see that yesterday alone there were nearly four hundred thousand dollars worth of mortgage applications that were abandoned the scale of the issue means that my devops team will have to prioritize any work required to fix the issue and they will need to identify the root cause very quickly we can switch views in this trend report to see if tea leaf has detected any anomalies in the last few hours and we can see from the red dots on the line graph that in the last few hours there have been some spikes in the number of abandoned applications which fall outside of the bounds of expected abandoned rates this anomaly detection report can also provide some insights on contributing factors but to further investigate the issue we'll navigate to the mortgage funnel report this funnel conversion report gives me visibility on each different step in the conversion process to our final goal which is the confirmation page in this case at first glance this is a similar view to a conventional web analytics report used to analyze drop-offs but delete provides me with additional insights as it captures each single visitor interaction on a web page including every mouse movement and click every form field entry and more whereas conventional web analytics solutions will track interactions through page requests and page views so this means that t-leaf allows us to create a true funnel report based on these interactions so loan details email address form field entry and clicks on the form submit button in order to get clear visibility over progression through our conversion funnel and this takes us back to the point i made earlier that web analytics provide you with a quantitative analysis in other words what's happening whereas t leaf also provides you with a qualitative analysis in other words why customers behaved the way they did and it's this granular view of customer interactions that's going to help us identify the root cause of any technical issues that are preventing customers from converting looking at my mortgage funnel report the abandon rate seems to be particularly high just before the final stage so when visitors click on the form submit button if i click on the percentage figure i'm able to drill down into the actual visitor sessions where the drop-offs occurred all the sessions were an abandonment occurred at this stage of the process are now listed on the bottom half of the screen something important to note here is the possibility to set up customized views of these sessions presenting different data points and filters relevant to different roles and responsibilities for instance a technical user would need to see technical properties such as devices and operating systems on the other hand a member of the customer services team would need to see customer information in order to pinpoint a specific session a customer experienced an issue in so their view would need to include user login id in other words whatever fields we've determined as important for a user role will appear when that view is selected in this lunar financial technical view we're able to quickly identify potential patterns for struggle segments for example if we filter the browser column we immediately notice that most customers are having issues using chrome browsers this could indicate that our developers possibly made a mistake in their latest site release t-leaf allows us to drill down even further into our report using the replay session capability where we can visualize on the screen every single interaction that was captured during this session each mouse movement mouse click and page scroll appears in the list of steps on the left hand side and we can also select to play the session to cycle through these interactions as we cycle through the interactions in this session i can see this customer visited a few pages and most importantly our mortgage application page as we progress through the session it becomes clear that the customer struggled with the form field validation when it came to entering their address and loan amount they eventually clicked on the phone number for the contact center after trying to submit the form multiple times and because we know the majority of these struggling sessions occurred for those using a chrome browser we can come to the conclusion there's likely a bug that needs to be fixed this session replay capability is a huge time saver when trying to diagnose a struggle point on a website where a conventional web analytics solution would help you identify that there is an issue with a particular page t leave can pinpoint the actual reason behind the issue thanks to its ability to track real browsing behavior and replay each interaction in the context of the high abandon rate in our mortgage application process we're able to quickly determine the reason why these abandons are occurring and get the right team to take corrective action once the issue and its root cause have been identified it's crucial that we get this information over to our devops team with as much relevant information as possible as we've already set up a custom view in our session list for our technical team at luna financial i can simply switch to their view in order to share or export the data as they'd like to see it and this applies for other teams as well so for example the marketing team could use this list of struggling customers to recover these mortgage applications through an email campaign so in summary p-leaf enabled us to identify an issue with high abandon rates and importantly quantify the business impact of this issue by drilling down into the reports we were able to analyze the possible reasons for these abandons and the session replays allowed us to pinpoint the actual root cause and to conclude t-leaf helps you increase revenue and customer retention by providing you with visibility into every customer interaction with real-time dashboards and reporting insight by quantifying the business impact of the issue and uncovering the root cause of struggles answers to prompt the organization to act and improve the customer experience you