BookIt.com Relies on Tealeaf to Provide Superior Cross-Channel Travel Booking ExperienceLeading Online Travel Company Uses Tealeaf to Optimize eBooking and Call Center Service
November 17, 2011
Tealeaf, the leader in online customer experience management (CEM), today announced that BookIt.com(R) is leveraging Tealeaf solutions to ensure its customers have a satisfying online booking experience and receive superior service from the company’s call center. Through its use of Tealeaf, BookIt.com has gained real-time insight into the behaviors of its online customers, enabling the company to quickly identify and remedy any obstacles to the online booking process. BookIt.com e-business teams are able to minimize the number of customers affected by these issues, thereby improving conversion rates and raising customer satisfaction and retention.
“BookIt.com does much more than provide deeply discounted travel arrangements. We strive to provide customers with an intuitive and satisfying experience from the first moment they hit our site,” said Jamin Finlaw, Co-Founder of BookIt.com and the President of Destination Experience, Inc. “Tealeaf allows us to see not only what is happening on our site, but why. It enables us to make decisions based on the reality of actual customer behaviors, giving us clear direction on where to make improvements across our entire site, including rich internet applications like our AJAX and rich-media-based assets.”
BookIt.com also uses Tealeaf in its call center. As a result, the company’s call center agents are better prepared to help callers who are unable to complete transactions on the website. Because Tealeaf captures every interaction with every customer, BookIt.com call center agents can see exactly what caused each online customer to stumble and can therefore serve those customers faster and with more expertise. Tealeaf’s Customer Service Optimization solutions reduce average call handle times, increase first-call resolution rates and raise customer retention rates.
More than 50 leading companies in the travel industry rely on Tealeaf for business-driving visibility, insight and answers about their web and mobile channels. According to research firm PhoCusWright, global online travel booking will grow 11 percent in 2011 to $284 billion and 10 percent in 2012 to $313 billion. They predict that by 2012, one-third of the world’s travel sales will be booked online.
“BookIt.com is a great example of how forward-thinking companies are harnessing the power of their customers to improve the way they do business,” said Geoff Galat, Vice President of Worldwide Marketing at Tealeaf. “With so many options for booking travel online, customers have little tolerance for websites or mobile services that make them struggle to get what they want. The leaders in this space will be the companies that start by gaining a clear understanding of their customers, and then optimize their businesses around that critical customer knowledge. The superior cross-channel customer service that BookIt.com provides will help to ensure its continued success.”
About BookIt.com BookIt.com is an online travel company determined and dedicated to becoming the leader in providing travelers with the most intuitive online booking experience. Based in Panama City Beach, Fla., BookIt.com offers a full range of services including vacation packages, airfare, hotel reservations, car rental, cruises and in-destination activities, attractions and services from a broad selection of destinations both domestically and internationally. BookIt.com debuted FROM(TM) technology in August 2008, a patent pending technology that searches for travel deals by focusing on the guest’s point of origin. For more information, visit www.BookIt.com .
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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