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Ginza Deploys Tealeaf To Improve Website Visitor Experience
Entertainment etailer rolls out customer experience management software to gain visibility into online customer behaviour
London, UK – 15th September 2009 - Tealeaf the leader in online Customer Experience Management (CEM) software, has been selected by Ginza to help the company better understand the experiences of visitors to its ecommerce website, www.ginza.se. Tealeaf will provide the Swedish music and entertainment retailer with complete visibility into the behaviour of its 40,000 daily visitors, helping the business understand 'why' customers abandon and, as a result, streamline the transaction process and increase conversion rates.
Ginza's website is the company's primary source of revenue with 85 percent of customer orders taking place online. Therefore it is critical for the company to remove barriers to transaction and give every visitor the opportunity to complete their purchase successfully. Tealeaf's software will enable Ginza to capture and record every single visit to www.ginza.se, allowing the etailer to replay user sessions and use this insight into the behaviour of its customers, to detect and fix unknown errors, improve usability and identify ways to improve the overall customer experience.
Ginza's Web team previously struggled to recreate visitor-reported site issues, leading to longer resolution times and frustration for customers. The proof of concept identified previously unknown errors that were affecting business revenues by a significant amount. These savings alone provided an instant return on investment. Tealeaf now empowers Ginza to drill down into each specific customer session to quickly identify any problems and prioritise website developments that will have the greatest effect on business income.
Fredrik Lennström, IT Manager at Ginza, comments: "It is imperative that we eliminate roadblocks on our website that prevent customers from converting. We knew customers were dropping off the site, but we were missing the piece of the puzzle that allowed us to understand why. We also wanted a way to visualise visitor behaviour and use this insight to improve customer experience. Tealeaf demonstrated its value immediately."
Martin Hucker, European Country Manager, Tealeaf, adds: "Ginza has only been using Tealeaf for a matter of weeks and yet is already realising the benefits in terms of both revenue and customer experience improvements. With a more in-depth understanding of its customers' behaviour, Ginza has a real edge over its competitors, providing better online customer service and usability."
Tealeaf was founded in 1999 and since then has been developing its customer experience suite of products. Tealeaf CX is the fulcrum of the entire suite; it captures and records what each and every website visitor does and sees on a site. On top of this sits a range of customer behaviour analysis and customer service optimisation modules, aimed at gearing any ebusiness with everything its needs to improve customer experiences. The company, with its head office in San Francisco, has over 300 customers worldwide with 45 in the UK since it launched into the market in 2006. Ginza is the first entertainment retailer in Sweden to deploy Tealeaf's customer experience software.
About Ginza
Family owned and run for over 40 years, Ginza started out as a mail-order music retailer, subsequently branching out into DVD and game retailing. After moving online in 1998, Ginza has become one of the best-known e-commerce brands in Sweden.
About Tealeaf
Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behaviour analysis. Tealeaf's CEM solutions include both a customer behaviour 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.
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