ShopNBC.com Boosts Customer Satisfaction with Tealeaf RealiTea
San Francisco, CA, August 17, 2005 - Tealeaf Technology, a leading provider of solutions that offer powerful visibility into the online customer experience, today announced that ShopNBC.com, one of the top three television shopping networks, has deployed Tealeaf RealiTea to boost conversion rates and reduce support costs for its e-commerce site.
With more than 9,000 products, including electronics, luxury items, and high-end jewelry, ShopNBC.com caters to 65,000 unique visitors each day. When the growing shopping network decided to update its Web store and introduce a completely new layout and navigation system, ShopNBC.com turned to Tealeaf RealiTea to ensure the quality of the new site's customer experience. RealiTea gives ShopNBC.com real-time capabilities to maintain every customer's shopping experience, enabling them to quickly support the customer by identifying and fixing any issues that may lower customer conversion rates or satisfaction levels.
"Studies have shown that consumers spend money with, and remain loyal to, the online retailers that provide the best user experience," said Steve Craig, chief technology officer for ShopNBC.com. "When we launched the new face of ShopNBC.com, our charter was to make the shopping experience perfect for every single visitor. RealiTea's ability to inspect actual user sessions lets us analyze exactly what our customers experience so that we can continuously troubleshoot and enhance the store's interface for the best possible experience."
Tealeaf RealiTea passively captures what ShopNBC.com customers experience in real-time, enabling ShopNBC.com to immediately detect and analyze the impact of obstacles to customer success. These barriers to commerce range greatly from preventing checkout to functional errors and slow-loading pages blocking customers from using key site features that negatively impact the customer experience or prevent visitors from successfully buying online.
"With thousands of online retailers offering competitive products, the shopping experience is the significant differentiator in online retail," said Geoff Galat, vice president of marketing & product strategy for Tealeaf. "For online retailers battling for consumer mind share and loyalty, success, profits, and customer retention are directly impacted by the quality of the customer experience that its sites deliver to every single visitor."
About ShopNBC ValueVision Media is an integrated direct marketing company that sells general merchandise to consumers through television, the Internet, and direct mail. The Company was founded in 1990 and now operates one of the top three television home shopping networks in the United States. The Company's television network — ShopNBC — is available in 60 million homes through analog and digital cable as well as through DirecTV (channel 370) and Dish Network (channel 228). The Company also operates ShopNBC.com, a complementary Internet site.
The Company broadcasts its product offerings live 24 hours per day, seven days a week. Through on-air sales hosts, the Company has built a strong relationship with customers who appreciate the terrific values offered without the markup of intermediaries. The consistent focus on value and uniqueness has been the basis for a long-standing relationship with customers and a great deal of customer loyalty.
The Company has been publicly traded since 1991 on NASDAQ under the symbol VVTV. For product offers and channel listings, visit http://www.ShopNBC.com.
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.
###
© 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
Schwartz Communications: Leslie Johnson & Justine Navaja
415.512.0770
tealeaf@schwartz-pr.com
