- Home >
- News >
- News Releases >
- 2008
dabs.com Chooses Tealeaf to Reveal Website 'Unknowns'
Online retailer rolls out Tealeaf on dabs.com, dabs4work and the BT Shop to improve customer experience
London, UK, September 11, 2008 - dabs.com has selected Tealeaf, the leader in online Customer Experience Management, to provide it with visibility into the actions of the 1.8 million unique visitors per month to three of its key web properties – www.dabs.com, www.dabs4work.com and the BT Shop (www.shop.bt.com). Tealeaf CX solutions will provide the IT, marketing and business intelligence teams at Dabs – a wholly owned subsidiary of BT (British Telecommunications) plc - with actionable data to isolate and rectify issues, improve site usability and ensure that as many customers as possible are able to complete a sale – thus increasing Dabs' overall online revenues.
Tealeaf's unique patented technology captures and records what each and every visitor to the site is doing and seeing in real-time. Using this powerful dataset, Tealeaf gives Dabs qualitative and quantitative reports on how the website is operating, whilst allowing staff to drill down and view individual interactions in order to identify and understand exactly the experience a customer receives. Key performance indicators — such as customer abandonment — can be observed so that any underlying site issues can be identified, their business impact quickly assessed, and site modifications prioritised by those that will most benefit the bottom line.
"As with any website, analysis leading to continual improvement and development is vital. Our traditional analytical tools tell us a great deal about the website, but we were often frustrated by the areas we are not able to understand through these metrics alone. Tealeaf completely eliminates these 'unknowns' and makes every single event on the site viewable. Combining this with the sophisticated data analysis tools that Tealeaf provides, we can ensure that each one of our three sites is working as we intend and plan future developments in a structured and considered way," said Paul Sharrock, Technical Director at dabs.com.
dabs.com is planning a number of exciting developments to its website in the near-future, including changes to the shipping and checkout procedures. Tealeaf will allow the development teams to monitor, evaluate and further improve upon these changes, whilst being able to overcome any obstacles quickly and effectively so that customer conversion rates are unaffected.
"Each of Dabs' websites attracts vast numbers of visitors every single day. The challenge is to be able to identify and act quickly before problems become critical. The real-time reporting that Tealeaf provides gives the Web team peace of mind and allows other areas of the business to drill down and identify areas for improvement. In addition, Tealeaf provides a safety barrier for when new areas of a site are rolled out. This gives development teams the confidence to roll out improvements, whilst maintaining the highest possible customer experience and ensuring as many sales as possible are completed," said John Lillie, UK Country Manager, Tealeaf.
About Dabs
dabs.com (www.dabs.com) is one of the UK's most successful online IT retailers with over 9 years of online retail experience.
Growing from its roots as the traditional mail order reseller Dabs Direct, the Dabs business model has evolved significantly during recent years in line with a drive to enhance the customer's online buying experience through the exploitation of advancements in digital technology. The dabs.com website offers around 15,000 products to its 2 million registered online buyers across the entire UK.
On 28th April 2006, dabs.com became a wholly owned subsidiary of British Telecommunications plc (BT). The team at Dabs also runs the BT Shop (www.bt.com/shop), as well as dabs4work.com (www.dabs4work.com) – a website exclusively focused on business-to-business transactions.
About Tealeaf
Tealeaf provides online customer experience management solutions and is the unchallenged 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.
###
© Copyright 2008 TeaLeaf Technology, Inc. All rights reserved. Tealeaf and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.