Sky Invests In Online Customer Experience Management to Increase Customer Loyalty


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UK broadcaster extends use of Tealeaf to its online self service channel

London, February 19th 2010: Tealeaf’s Customer Experience Management (CEM) software has been selected by Sky to help enhance the online experience of visitors to its self service channel The broadcaster has already been using Tealeaf for the past year on its online sales channel to provide visibility into actual web experiences, allowing the company to identify and remove obstacles that are hindering customers’ online experiences. The deployment on the MySky channel will increase the focus on improving online experiences further. allows Sky customers to manage their personal profile and add programmes to their planner for an easy viewing experience. They can make payments, view bills and make changes to their subscription packages, ultimately enabling customers to easily manage their account online. Tealeaf will be used to ensure that any problems are identified immediately and resolved quickly so that customers can continue to manage their online account successfully and receive a consistently great service.

Tealeaf’s unique patented technology features the ability to follow and capture customer journeys across websites in real time. This data allows Sky to identify and fix ongoing errors and also gain a better understanding of how customers use the site. Since Tealeaf was installed last year on Sky’s online sales channel it has proved to be a hugely valuable tool by providing increased insight into how customers use the site. Sky is able to improve the visitor experience and make informed changes to the site based on actual visitor behaviour.

Alasdair Wright, Director of Online and Interactive Channels at BSkyB, comments: “We are committed to providing customers with an unparalleled online experience with the opportunity to interact with us on many channels. The online sales channel has already benefitted from our involvement with Tealeaf and as we make further investments online we are increasingly using the software to ensure we can quickly understand issues and resolve these as efficiently as possible on all web channels”.

John Lillie, Vice President of Tealeaf adds: “It is essential that sensitive information such as billing and payments is managed effectively, with even the smallest glitch potentially causing frustration or worry for customers. Using Tealeaf, Sky will be able to increase retention rates by ensuring its customers have a positive experience whenever they interact with the brand online.”

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