San Francisco, CA, September 19, 2005 - TeaLeaf, a leading provider of solutions that offer powerful visibility into the online customer experience, today announced that the electronic retailing giant HSN is using TeaLeaf RealiTea to improve the online customer experience for the more than 200,000 consumers who visit its e-commerce Web site each day.
When HSN, the company that originated TV shopping, undertook a corporate initiative to improve the customer experience in all channels, the retailer implemented TeaLeaf RealiTea to improve the quality, reliability, and usability of its Internet site, HSN.com. TeaLeaf RealiTea passively captures the online sessions of HSN.com customers in real time, enabling HSN to immediately detect, analyze, and respond to issues that negatively impact the customer experience or prevent visitors from successfully completing purchases.
"We have always used a variety of solutions to monitor the performance of the systems and servers that power our site," said Stan Antonuk, Vice President of Technology for HSN.com. "But, until we deployed TeaLeaf, we weren`t able to understand how the site was performing from the end-user`s perspective. Now, with real-time, browser-level visibility into every customer`s shopping experience, we have the information we need to quickly identify and resolve any issues that might lower satisfaction levels or impact conversion rates."
HSN`s Web team uses TeaLeaf to monitor the site, capturing every single user session and immediately alerting HSN when specific events or issues — slow page generation, page errors, or other problems — occur. The product development team also relies on TeaLeaf RealiTea as a usability tool, improving the site`s user experience by designing features and navigation elements that increase overall conversion and reduce check out abandonment. Finally, TeaLeaf RealiTea`s real session playback capabilities enable HSN`s operations team to proactively support the customer service group in their call center efforts.
"HSN understands that all customers are equal, whether they shop online, over the phone or via direct mail catalogs, and a typical online conversion rate from 1.5 to five percent isn`t satisfactory," said Geoff Galat, vice president of marketing & product strategy for TeaLeaf. "Customer experience across all channels is absolutely critical. To minimize abandoned shopping carts and lost sales revenues, retailers need to ensure a positive and successful online customer experience for all of their shoppers, all of the time."
About TeaLeaf
TeaLeaf is a leading provider of solutions that offer powerful visibility into the online customer experience. Providing unprecedented visibility to all stake holders within an organization, from C-level executives, IT management, business managers, and customer service, the TeaLeaf RealiTea platform is the only solution that gives a browser-level, `outside-in` view of the customer experience of every user, for every transaction, because in the maturing eBusiness environment, online customer failures are no longer an option. Using patented technology, the award-winning TeaLeaf RealiTea solution enables companies to detect, analyze, and respond to eliminate obstacles that prevent customers from successfully conducting business online. TeaLeaf is headquartered in San Francisco, CA and its customers include more than 25 Fortune-class companies — including more than 30 financial services institutions, 15 insurance providers, and nearly 40 leading retailers, as well as manufacturers, travel & hospitality, telecommunications, and distribution companies. For more information, email info@tealeaf.com or visit the Web site at http://www.tealeaf.com.
© Copyright 2005 TeaLeaf Technology, Inc. All rights reserved. TeaLeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.
Press Contacts:
TeaLeaf Technology:
Geoff Galat
678.513.4143
ggalat@tealeaf.com
Schwartz Communications:
Leslie Johnson & Justine Navaja
415.512.0770
tealeaf@schwartz-pr.com
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