Addition of enhanced data across www.sky.com aims to optimise customer experience
London, April 9th 2009: Tealeaf, the leader in online Customer Experience Management (CEM) software, has been selected by Sky to help enhance and improve the customer experience of its online transactional channel www.sky.com/products .
Tealeaf’s CEM software will be used to provide increased insight into customer behaviour, helping to improve the visitor experience, enable better self-service, and support future web development activity. Specifically, Tealeaf’s CEM software will support activity across five key areas, including web analytics, web support; network observation, web development and business analysis.
Sky is the UK’s leading entertainment and communications company and currently reaches 9.2 million homes, a third of households across the UK and Ireland. As well as providing the most comprehensive digital television service in the UK, Sky also offers the leading HD TV service, Sky+HD, the most popular Personal Video Record (PVR), Sky+, and is the UK’s fasted growing broadband and home phone provider.
www.sky.com/products provides customers the opportunity to upgrade or alter their existing Sky package, whilst offering potential customers the chance to research and purchase subscriptions online.
Tealeaf’s unique patented technology features the ability to follow and capture customer journeys across websites in real time. This data is then easily quantifiable allowing effective delivery of operational metrics. The Tealeaf cxSuite allows users to drill down and view supplied information, allowing greatly improved identification and understanding of customer experience.
Alasdair Wright, Director of Online and Interactive Channels at BSkyB, comments: “Online sales and service is a key channel for Sky and customer experience is critical to the effectiveness of that platform. Through Tealeaf’s software, we will look to further improve visitor experience by forming an ever greater understanding of customer experience and behaviours.”
John Lillie, UK Country Manager of Tealeaf adds: “Even the smallest glitches within customer websites can affect sales, causing customers to revert to alternative less efficient channels. The implementation of Tealeaf will support Sky in identifying and rectifying these concerns through an improved understanding of potential issues.”
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.
Sky is the UK’s leading entertainment and communications company, operating the most comprehensive multi-channel television service. Over 9.2 million homes - a third of households across the UK and Ireland - enjoy the very best entertainment, movies, news and sports channels on Sky Digital. In delivering entertainment through the TV, PC and mobile, customers have more control and flexibility over what, how and when they watch.
Over 4.6 million customers now choose Sky+, Sky’s digital video recorder, to record and store their favourite programmes and over three quarters of a million homes enjoy the unprecedented picture and sound quality of Sky+ HD, which offers 31 dedicated HD channels. Sky is also the UK’s fastest growing broadband and fixed-telephony provider with over 1.9 million customers taking Sky Broadband and over 1.5 million customers taking Sky Talk.
Danny Whatmough/Kate Solomon
+44 (0) 20 8339 4420
© Copyright 2009 TeaLeaf Technology, Inc. All rights reserved. Tealeaf and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxResults,Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
This press release was distributed by ResponseSource Press Release Wire on behalf of Wildfire in the following categories: Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.