Tealeaf’s Customer Experience Management Solution Deployed as Key Component of eCampus.com’s 2010 Customer Service Initiative

eCampus experiences 15% conversion increase using Tealeaf’s technology

San Francisco, CA, August 17, 2010 - Tealeaf, the leader in online customer experience management (CEM) software, today announced that eCampus.com is using Tealeaf to make significant improvements to its online experience as a part of the company's broader customer service initiative. Within one month of implementing Tealeaf, eCampus.com improved its conversion rate for key processes by as much as 15%. Tealeaf has helped eCampus.com to proactively identify and analyze online customer behavior and to secure otherwise lost sales dollars as the company prepares for the back-to-school surge in online textbook shopping.

eCampus.com is a major online retailer of low-cost textbooks. The company helps college and high school students save between 50-90% on back-to-school supplies through a variety of options including renting textbooks, buying used and new textbooks, etextbooks, and a marketplace for students. As part of its 2010 site optimization plan, eCampus.com leveraged Tealeaf's CEM technology to uncover and resolve online issues in real-time, and recover otherwise lost customers and significant revenue. Within hours of implementation, eCampus.com had the visibility they needed to identify several online customer roadblocks and fix usability problems quickly.

"As an online-only retailer that targets students, we're keenly aware that one bad online experience not only loses us a customer, but also can immediately harm our reputation with a thousand Facebook users," said Matt Montgomery, president and CEO of eCampus.com. "Continuing to be the best place for students to shop for books means that we must deliver a superior online experience — from the moment they land on our site to the second they complete a transaction." Tealeaf lets us understand not only what roadblocks our customers encounter, but why they don't complete certain processes. We've seen swift, tangible success with Tealeaf from the very outset, and we view Tealeaf as an essential component of our customer experience strategy."

Recent survey data from the National Retail Federation and the International Council of Shopping Centers indicate that US consumers will, on average, spend more during back-to-school season shopping over the coming months than they have in seasons past. With the holiday season quickly approaching, this back-to-school season is a major revenue indicator for how online retailers will fare throughout the remainder of the year.

"For the first time in several years, back-to-school sales hold promise for growth," said Geoff Galat, vice president, worldwide marketing for Tealeaf. "However, without the right solutions in place to proactively identify customer behavior patterns in real-time, online retailers risk losing discerning consumers to competitors who offer a more flawless customer experience. Whether retailers make the grade this back-to-school season depends largely on their ability to deliver superior online customer service."

About Tealeaf

Tealeaf provides online customer experience management solutions and is the 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

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Press Contact:
Gina Giachetti for Tealeaf
510.858.8111
tealeaf@bordersgratehouse.com