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
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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C Copyright 2010 TeaLeaf Technology, Inc. All rights reserved. Tealeaf, the
Tealeaf word and design mark, VIA and Visibility.Insight.Answers are
registered trademarks of TeaLeaf Technology, Inc. in the United States and
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cxReveal, Tealeaf cxVerify, Tealeaf cxConnect and Tealeaf’s CX Customer
Behavior Analysis Suite are all trademarks of TeaLeaf Technology, Inc. All
other trademarks or service marks are the property of their respective
holders and are hereby acknowledged.
