Woodcraft Supply Mines Online Customer Experience to Enhance Web Site Usability with Tealeaf RealiTea
Philadelphia, PA, August 1, 2005 - At eTail 2005 today, Tealeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, announced that Woodcraft Supply Corp., one of the nation's largest suppliers of woodworking tools, has deployed Tealeaf RealiTea to increase conversion rates and ensure customer satisfaction by detecting, analyzing, and responding to customer-impacting problems and usability issues on its e-commerce site, Woodcraft.com.
Woodcraft.com is the online storefront that links together Woodcraft's nationwide network of retail locations and thriving catalog business. The primary objective of the e-commerce site, which features nearly 10,000 products, is to make it as easy as possible for woodworkers to find and purchase everything they need to "Make Wood Work." Woodcraft uses Tealeaf RealiTea, a Web application management solution that captures what online customers do and see in real-time, to uncover obstacles that prevent purchases and improve the site's usability and customer experience.
"There really aren't many products available that can show you the problems actual customers are encountering on your site," said Nancy Miller, director of Internet development for Woodcraft. "Unfortunately, you often notice response rates declining or shopping cart abandon rates rising, but have no indication of why. Tealeaf shows us exactly how users navigate through the site, uncovering issues that we never would have known about. RealiTea is the best solution I've come across for usability testing. Face it, even the most experienced UI designer can't predict the ways in which real customers will interact with a site, but with Tealeaf you can view the site from the eye of the customer."
Tealeaf RealiTea gives Woodcraft real-time, browser-level visibility into every customer's shopping experience, enabling them to quickly uncover and eliminate any issues that may lower customer conversion rates or satisfaction levels. RealiTea's real-session troubleshooting capabilities significantly boost the productivity of Woodcraft's Web team, enabling them to find, reproduce, and fix application errors and usability issues in a third of the time.
"Tealeaf RealiTea is the only solution that provides fully replayable, browser-level visibility of the customer experience for every user, every transaction, every time," said Geoff Galat, Vice President of Marketing & Product Strategy of Tealeaf. "This powerful visibility enables retailers such as Woodcraft to see and act upon exactly what each online customer experiences to find obstacles customers may be encountering, understand why they are occurring and rapidly remove them — and minimize the chances that purchases or customer loyalty will be negatively impacted."
About Tealeaf RealiTea
Tealeaf RealiTea passively captures what customers do and see in real-time, enabling immediate detection, analysis, and response to issues blocking customers from successfully using key eBusiness services. Providing rules-based session inspection, true visual reproduction, rapid diagnosis, and actionable reporting in a scalable and secure environment, RealiTea uncovers problems that otherwise go undetected, significantly reduces problem resolution time and eliminates obstacles that lower customer conversion rates and raise customer service burdens.
Delivering real-time, browser-level visibility into every customer's complete online experience, the Tealeaf platform maximizes conversion rates while minimizing support costs by enabling eBusinesses to immediately detect, analyze and respond to problems blocking customers from successfully completing online transactions.
About Tealeaf
Tealeaf® is a leading provider of solutions that offer powerful visibility into the online customer experience. Providing unprecedented visibility to all stake holders within an organization, from C-level executives, IT management, business managers, and customer service, the Tealeaf RealiTea platform is the only solution that gives a browser-level, 'outside-in' view of the customer experience of every user, for every transaction, because in the maturing eBusiness environment, online customer failures are no longer an option. Using patented technology, the award-winning Tealeaf RealiTea solution enables companies to detect, analyze, and respond to eliminate obstacles that prevent customers from successfully conducting business online. Tealeaf is headquartered in San Francisco, CA and its customers include more than 25 Fortune-class companies — including more than 30 financial services institutions, 15 insurance providers, and nearly 40 leading retailers, as well as manufacturers, travel & hospitality, telecommunications, and distribution companies. For more information, email info@tealeaf.com or visit the Web site at http://www.tealeaf.com.
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© Copyright 2005 Tealeaf Technology, Inc. All rights reserved. Tealeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of Tealeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
Press Contacts:
Tealeaf Technology: Geoff Galat
678.513.4143
ggalat@tealeaf.com
Kulesa Public Relations: Cathy Wright
650.340.1985
cathy@kulesapr.com
