{"id":6298,"date":"2011-10-27T20:30:57","date_gmt":"2011-10-27T18:30:57","guid":{"rendered":"http:\/\/www.ziserman.com\/blog\/?p=6298"},"modified":"2011-10-27T20:43:16","modified_gmt":"2011-10-27T18:43:16","slug":"tealeaf-solution-pour-ameliorer-l-experience-client","status":"publish","type":"post","link":"https:\/\/www.ziserman.com\/blog\/2011\/10\/27\/tealeaf-solution-pour-ameliorer-l-experience-client\/","title":{"rendered":"Tealeaf &#8211; Solution pour am\u00e9liorer l&rsquo;exp\u00e9rience client"},"content":{"rendered":"<p><a href=\"http:\/\/www.tealeaf.com\/\" target=\"_blank\">Tealeaf<\/a> est une solution de CEM.<\/p>\n<p>CEM ? C&rsquo;est quoi \u00e7a ?<\/p>\n<p>Cela veut dire : <a title=\"D\u00e9finition Wikipedia du CEM\" href=\"http:\/\/en.wikipedia.org\/wiki\/Customer_experience#Customer_Experience_Management\" target=\"_blank\">Customer Experience Management<\/a>.<\/p>\n<p>Concr\u00e8tement, il s&rsquo;agit d&rsquo;<strong>outils qui aident \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience des utilisateurs<\/strong>.<\/p>\n<p>Sur ce cr\u00e9neau, Tealeaf propose une solution int\u00e9ressante.<\/p>\n<p>Quand on con\u00e7oit un site e-commerce (ou un service web en fait), on cherche bien s\u00fbr (enfin j&rsquo;esp\u00e8re \ud83d\ude09 ) \u00e0 proposer des choses simples, intuitives.<\/p>\n<p>Mais la r\u00e9alit\u00e9 est souvent diff\u00e9rente, et on l&rsquo;a tous exp\u00e9riment\u00e9.<\/p>\n<p>Pourquoi ? Parce que :<\/p>\n<ul>\n<li>Les chemins que peut prendre le client sont tr\u00e8s vari\u00e9s. Difficile de tout pr\u00e9voir (on est en face d&rsquo;une explosion combinatoire) ;<\/li>\n<li>Les sites \u00e9voluent, et au fil des \u00e9volutions, on ne se rend pas forc\u00e9ment compte d&rsquo;incoh\u00e9rences qui apparaissent ;<\/li>\n<li>On doit aller vite, et on ne prend pas toujours le temps de bien analyser l&rsquo;ensemble des\u00a0cons\u00e9quences\u00a0d&rsquo;une mise \u00e0 jour ;<\/li>\n<li>On est dans une boite ou \u00ab\u00a0un chef a d\u00e9cid\u00e9 que\u00a0\u00bb&#8230;<\/li>\n<li>Simplement ce n&rsquo;est pas \u00e9vident de se mettre \u00e0 la place des clients, des utilisateurs. Ce qui peut nous sembler \u00e9vident, quand on con\u00e7oit un syst\u00e8me, peut s&rsquo;av\u00e9rer pas du tout \u00e9vident pour l&rsquo;utilisateur.<\/li>\n<\/ul>\n<div>Bref, les raisons, qui font qu&rsquo;un site n&rsquo;est pas si performant que \u00e7a sont nombreuses.<\/div>\n<div>L&rsquo;analytics, et les tableaux de bord permettent de constater \u00ab\u00a0les fuites\u00a0\u00bb.<\/div>\n<div>Tealeaf propose une approche diff\u00e9rente :<\/div>\n<div>Cette solution enregistre et indexe chaque parcours de chaque utilisateur, sur le site \u00e0 analyser.<\/div>\n<div>Ces donn\u00e9es permettent de cr\u00e9er des tableaux de bords, mais, surtout,\u00a0on peut rejouer, c\u00f4t\u00e9 serveur, chaque parcours, un par un.<\/div>\n<div>Exemple\u00a0concret\u00a0:<\/div>\n<div>Grace aux tableaux de bords, on voit que pour un produit particulier, le taux d&rsquo;abandon est particuli\u00e8rement important.<\/div>\n<div>On peut alors extraire chaque enregistrement, des internautes ayant abandonn\u00e9 leur achat, pour analyser, et voir d&rsquo;ou vient le probl\u00e8me (un probl\u00e8me javascript par exemple).<\/div>\n<div>Pour vendre son produit, Tealeaf \u00e0 une approche tr\u00e8s orient\u00e9 ROI (Retour sur investissement). C&rsquo;est effectivement adapt\u00e9, parce qu&rsquo;une erreur corrig\u00e9e permet de vendre plus. Sur les gros sites, une erreur qui touche un petit pourcentage de client se traduit par une perte importante de chiffre d&rsquo;affaires&#8230; Et, on le sait, les petites erreurs s&rsquo;accumulent&#8230;<\/div>\n<div>Quelques infos sur Tealeaf \u00a0:<\/div>\n<div>La solution est issu d&rsquo;un essaimage SAP.<\/div>\n<div>La soci\u00e9t\u00e9 est bas\u00e9e \u00e0 San Francisco, et existe depuis 1999 (quand m\u00eame !).<\/div>\n<div>Si vous voulez en savoir plus, contactez <a href=\"https:\/\/twitter.com\/#!\/Tealeaf_SEMEA\" target=\"_blank\">Patrick Chancelier<\/a> (pchancelier@tealeaf.<wbr>com) : il a pris la direction commerciale de la r\u00e9gion \u00ab\u00a0south EMEA\u00a0\u00bb comme disent les boites US ;).<br \/>\n<\/wbr><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Tealeaf est une solution de CEM. CEM ? C&rsquo;est quoi \u00e7a ? Cela veut dire : Customer Experience Management. Concr\u00e8tement, il s&rsquo;agit d&rsquo;outils qui aident \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience des utilisateurs. Sur ce cr\u00e9neau, Tealeaf propose une solution int\u00e9ressante. Quand on con\u00e7oit un site e-commerce (ou un service web en fait), on cherche bien s\u00fbr (enfin [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[26,2,7],"tags":[264,379,371,266],"class_list":["post-6298","post","type-post","status-publish","format-standard","hentry","category-apple","category-e-commerce","category-e-marketing","tag-analyse-de-la-performance","tag-araok","tag-e-commerce","tag-user-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tealeaf - Solution pour am\u00e9liorer l&#039;exp\u00e9rience client - Ziserman.com<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ziserman.com\/blog\/2011\/10\/27\/tealeaf-solution-pour-ameliorer-l-experience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tealeaf - Solution pour am\u00e9liorer l&#039;exp\u00e9rience client - Ziserman.com\" \/>\n<meta property=\"og:description\" content=\"Tealeaf est une solution de CEM. CEM ? C&rsquo;est quoi \u00e7a ? Cela veut dire : Customer Experience Management. Concr\u00e8tement, il s&rsquo;agit d&rsquo;outils qui aident \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience des utilisateurs. Sur ce cr\u00e9neau, Tealeaf propose une solution int\u00e9ressante. 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