Tealeaf to Drive Standards in Customer Experience Management Through Launch of Community Forum
New Website Will Offer Discussion Boards and Resources for Tealeaf Customers on Best Practices in Online Customer Experience Management
San Francisco, CA, April 11, 2006 - Tealeaf, the leading provider of solutions that offer powerful visibility into the online customer experience, today announced that it will launch a new customer experience management community Web site that will serve as a forum for Tealeaf customers to share and discuss best practices for improving the online customer experience. In addition, Tealeaf and its customers will develop best practices, resources and tools to publish on the site. The Tealeaf CommuniTea site, the only one of its kind devoted to customer experience management, will go live on April 11 and access will be provided as a service to Tealeaf customers.
"Our goal is to drive up standards in customer experience management for the e-business industry and the most effective way to do that is to provide a forum for our customers to collaborate and share information," said John Dawes, vice president of product management, Tealeaf. "The Tealeaf CommuniTea site will serve not only as a forum for disseminating ideas but as a powerful resource for companies looking to improve the level of customer experience they provide online."
The Tealeaf CommuniTea site will host discussion on a number of key issues that are critical to a successful customer experience management program. Discussion boards will include the following topics:
- How to detect hidden problems: how to find problems that you may not be aware of, but can cause a significant number of customers to abandon e-business processes;
- How to detect problems before they significantly impact customers: how to alert based on problems detected in the online customer experience;
- Quantifying business impact: how to quantify the impact of a problem to better understand and prioritize issues;
- Improving customer support call resolution rates: how to use visibility into the customer experience to better resolve support calls the first time the customer calls in; and
- Visibility in the customer experience across multiple channels: how to gain visibility into the customer experience across multiple channels and analyze business performance.
"We recognize the positive impact Tealeaf has on customer satisfaction and our top line growth, as well as bottom line costs. We are constantly looking for new ways to improve our practices and extend the value of Tealeaf's technology," said Director of Internet Operations Marj Davies, Esurance. "The Tealeaf CommuniTea site will be an enormously valuable resource for Tealeaf's customers and will provide a unique forum for sharing other successful CEM strategies."
"Our growing roster of Fortune 1000 customers recognize the value in improving the online customer experience and are looking to learn from each other and share what they have learned," said Rebecca Ward, chairman and CEO, Tealeaf. "The new Tealeaf CommuniTea site will provide a friendly and rich resource for sharing and accessing information to further support current and future CEM initiatives."
About Tealeaf
Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's RealiTea platform provides unprecedented visibility into every user's unique online session, revealing hidden problems that affect consumers and cost companies more than any single catastrophic event. By providing a patented, powerful 'outside in view' of each individual customer experience, leading e-business executives across a wide range of vertical industries including retail, banking, travel and insurance can eliminate failures that impact profitability, cause customer churn and ultimately damage brand equity. 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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© Copyright 2006 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: Mieke Baran
415.512.0770
tealeaf@schwartz-pr.com
