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Independent Study Highlights the Value Tealeaf Customer Experience Management Brings to Call Centers

Tealeaf Customer Service Optimization Suite Delivers 412% ROI Through Lower Call Handle Times, Improved First-Call Resolution, and Higher Conversion Rates (October 26, 2011)

SAN FRANCISCO, CA -- (Marketwire) -- 10/26/11 -- Tealeaf®, the leader in online customer experience management (CEM) software, today announced the results of a Total Economic Impact (TEI) study conducted by Forrester Consulting on behalf of Tealeaf. The study reveals the financial and business benefits achieved by organizations that use the Tealeaf Customer Service Optimization (CSO) Suite, software solutions that provide call center agents with real-time visibility into the behaviors of online customers. Forrester found the Tealeaf CSO suite to deliver a return on investment of 412% over a three-year period and a pay-back period of just four and a half months for a composite organization created for the study and based upon interviews conducted by Forrester.

Customer service optimization is about bridging the divide between contact centers and the day-to-day operations of the website and mobile channel, so representatives are fully equipped to respond effectively to the needs of the multi-channel customer. With the visual evidence Tealeaf provides, agents have the full context to understand why a given user did or did not complete a process successfully on the site. Armed with this information, customer service teams can improve efficiency, increase first-call resolution rates, reduce costly escalations, and increase conversion rates.

Forrester's data was gathered from current Tealeaf customers in the travel, retail, hospitality and financial services industries. The study found that the Tealeaf Customer Service Optimization Suite provides the following key benefits:

  • Reduces call center handle times by an average of 30 seconds by giving call center representatives full visibility into the experiences of website customers who spill over to the contact center.

  • Increases first-call resolution rates and lowers call escalation rates by 50 percent as call center representatives are able to view online usability issues, reducing the number of calls each month that would otherwise be escalated to a supervisor for problem resolution.

  • Generates incremental revenue from increased conversion rates by enabling callers to complete transactions that they might otherwise have abandoned.

"This latest Forrester study validates what we've seen time and again from organizations that bring Tealeaf into their call centers," said Geoff Galat, vice president of Worldwide Marketing for Tealeaf. "In light of the number of calls that most contact centers receive from website and mobile customers who have struggled online, the benefits of our Customer Service Optimization suite are quite high. However, the biggest benefit we offer goes beyond quantifiable metrics like call handle times. Tealeaf ensures a better, more seamless cross-channel experience, improving customer satisfaction and giving the companies that use our products a competitive customer service advantage."

In August of 2010, Forrester Consulting completed an earlier study titled "The Total Economic Impact™ of the Tealeaf Customer Behavior Analysis Suite," which highlighted the value provided by the set of Tealeaf products that enable e-business professionals to quickly discover, analyze and remedy the obstacles that cause online customers to struggle. That Forrester TEI study reported the Tealeaf Customer Behavior Analysis Suite to have a payback period of 2.6 months and a 512% return on investment over a three-year period, resulting from the following benefits:

  • 3.5% increase in conversion rates

  • 1% increase in customer retention rates

  • .5% increase in order values

  • 60% reduction in the time it takes to investigate site incidents

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

© Copyright 2011 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 other countries. Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf 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.

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Gina Giachetti

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