Sky to Implement Tealeaf across Online Sales OfferingApril 09, 2009
Addition of enhanced data across www.sky.com aims to optimise customer experience
London, UK – 09 April 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 is the leading provider of online customer experience management solutions. Tealeaf’s CX family of solutions provides unprecedented enterprise-wide visibility into every user’s unique online interactions. This “360-degree view” of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. 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.