Retail

Online retailers know that improving customer experience requires complete visibility into the 'storefront' of customers — the browser. That's why it's no surprise that so many retailers rely on Tealeaf's Customer Experience Management solutions. With the competition just a click away, understanding why customers abandon purchases and having the ability to take immediate action to resolve customer experience issues, means more top-line revenue for the company.

See how Tealeaf is helping featured retailers increase conversion rates, improve customer retention, decrease customer services costs, and manage customer disputes.

Customers:

Finance

Insurance

Retail

Travel

UK

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• Press Release Circuit City In 1949, when Samuel Wurtzel opened Ward's—Richmond, Virginia's first retail television store—his goal was to provide the community with a new technology that would change the face of consumer electronics forever. More than 50 years, over 600 stores and several name changes later, the technology continues to change, but Circuit City's commitment to our customers remains strong. The technologies and solutions we provide can make your life easier and more enjoyable. And it's our goal to ensure just that. So, whether you're browsing through one of our stores or surfing our website, we're with you. "Tealeaf allows us to see what our customers are doing as they browse, compare, and purchase so that if something goes wrong, we can immediately diagnose and fix the problem." —Fiona Dias, president of Circuit City Direct

• News Article • Press Release Crutchfield Founded in 1974, Crutchfield Corporation is the nation's largest direct integrated marketer (catalog, call center, and Internet) of consumer electronics products. It offers a convenient, full-service shopping destination to buyers of car and home audio/video products. Providing a superior level of customer service, Crutchfield is noted for its high integrity, product expertise, and technical support. Mailed to approximately 8.5 million households, Crutchfield's catalogs include comprehensive explanations of product and technology intended to help consumers make informed buying decisions. Crutchfield was the first vendor-authorized audio/video retailer on the Internet. "We can't afford to wait for our customers to report issues they might be having on our site — that approach virtually guarantees lost business. With Tealeaf, we can provide our Web customers with the highest standard of service. Tealeaf is the only technology that enables us to get to the bottom of every user hiccup — before they become major problems, alerting our IT staff so that we can take immediate action." —Steve Weiskircher, Chief Information Officer, Crutchfield

• Case Study • Press Release Art.com Since 1995, Art.com, Inc. has helped over 4 million customers decorate their walls from the world's large collection of art imagery. The company's virtual gallery of 400,000 images includes art reproductions, decorative prints and specialty posters. They even offer custom framing, mounting and canvas transfer services. Over the years, Art.com has expanded to include several brands with AllPosters.com and Art.com being the most widely recognized. "Our traditional web analytics product provided lots of data, but nothing was actionable. Tealeaf, on the other hand, allows us to continually discover big wins." —Michael Marston, VP eCommerce & Product Management, Art.com

• Case Study • Press Release Levenger Founded in 1987 and headquartered in Delray Beach, FL., Levenger is a catalog company, an Internet company and a retail concern. The company's mission is to create and sell meaningful products for the productive enjoyment of reading, writing and working with ideas. "With Tealeaf we have caught so many errors. It really saves time with our IT staff. Instead of sending them an e-mail and having them spend hours trying to figure out what the problem is, they just go and replay the session on Tealeaf and they know where and how it happened." —Lynnette Montgomery, Vice President, Ecommerce, Levenger

• Press Release Mary Kay Inc. Mary Kay Inc., a leading direct seller of skin care and color cosmetics, achieved its fourth consecutive year of record results in 2002, surpassing $1.6 billion in wholesale sales. The company has more than 900,000 Mary Kay Independent Beauty Consultants in 33 markets worldwide. "Alerting from Tealeaf has proven to be a significant improvement in our ability to gauge the health of our web applications. We now know within a very short period of time if one of our core application metrics goes above threshold." —Chris Utter, Mary Kay Inc.

• Press Release Woodcraft Supply Corp. Woodcraft Supply Corp. is one of the nation's oldest and largest suppliers of quality woodworking tools and supplies. You'll find Woodcraft stores in more than 70 major metropolitan areas across the U.S.; and Woodcraft annually distributes three million catalogs featuring more than 8,000 items to all 50 states and 117 foreign countries. The Woodcraft catalog is a standard among woodworkers as the most complete offering of first rate products for woodworking available anywhere. "Tealeaf shows us exactly how users navigate through the site, uncovering issues that we never would have known about." —Nancy Miller, Director of Internet Development, Woodcraft

• Press Release The Schwan Food Company The Schwan Food Company is a privately held manufacturer and marketer of fine frozen foods through home delivery, retail grocery and foodservice channels. Headquartered in Marshall, Minn, Schwan's production and distribution activities across the United States and in Europe employ more than 25,000 people. "Prior to having Tealeaf in place, Web application triage was a manual process. It involved reviewing disparate log files trying to determine if a problem really existed; finding out when it began, and who else was affected; trying to recreate the problem; reviewing performance measurements and application changes that could have caused the problem. In some cases, we simply had to bite the bullet and spend our limited IT time actually interviewing some of those customers." —Dave Deines, Systems Development Manager, Schwan