LateRooms Deploys Tealeaf to Improve Online Customer ExperienceApril 24, 2009
London, UK – 24 April 2009 - Tealeaf today announces that LateRooms, the UK’s leading accommodation website (www.laterooms.com), has implemented Tealeaf® CX solutions to improve the online customer experience for all its website visitors. By capturing and recording user sessions, Tealeaf is enabling LateRooms to identify and assess the actual business impact of website issues and use this information to prioritise error resolution, streamline the user experience and increase revenue.
With hundreds of thousands of accommodation deals available on LateRooms.com, served by a highly developed search facility, LateRooms can use Tealeaf to locate and remove transaction barriers. Unlike other Web technologies, Tealeaf is easily deployed as its passive capture requires no changes to the website itself. This ensured Tealeaf could be installed in only three days, with previously unseen issues flagged and actioned from day one.
LateRooms was acquired by First Choice Holidays PLC now TUI Travel PLC, in December 2006. Andrew Pumphrey, Marketing and Content Director for LateRooms explains:
“Tealeaf provides us with a unique insight into what is happening on the LateRooms website, so that we can improve the site and deliver a better user experience for our customers No other packages can provide the same depth of information about how customers interact with LateRooms.com.”
“As websites get increasingly complex, it is difficult for businesses to know whether sites are serving customers effectively,” said John Lillie, UK Country Manager for Tealeaf. “Travel sites are aware of this more than most, with a high amount of customisation, dynamic content and third party data. Tealeaf identifies problems as they arise, allowing the user journey to be optimised so that partners and customers can navigate the site effortlessly. This is critical in increasing stakeholder loyalty and directly benefits the bottom line.”
Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behaviour analysis. Tealeaf’s CEM solutions include both a customer behaviour 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.
About LateRooms (www.laterooms.com)
LateRooms is one of the UK’s leading online accommodation sites offering late availability deals in over 22,000 properties worldwide, ranging from bed and breakfasts to five star luxury hotels.
LateRooms offers customers a saving of up to 70 per cent off the normal room rate for a variety of independent and branded hotels. Customers can book by phone or online 24/7, whether booking 12 months or 12 minutes in advance – whatever time, whatever day. No other accommodation site offers this flexibility.
LateRooms arms the customer with information to help them choose the right hotel. Users can read from over 340,000 true hotel reviews, written by customers who have booked through LateRooms and actually stayed at the hotel.
LateRooms is the first online site to use VisitBritain’s official national classification system to rate its hotels, bed and breakfasts and guest houses. This ensures customers know the standards of quality they can expect when making a reservation.