Challenge: As with many ebusinesses, Direct Ferries is constantly looking for ways to improve the customer experience and increase conversion rates. To do this effectively, the company needed more visibility into areas where customers struggled on the site. This would enable Direct Ferries to find the missing link between its customers and any obstacles they encountered in the booking process…
Approach: Tealeaf’s online customer experience management (CEM) solution provides the actionable insights that Direct Ferries needs to optimize the company’s booking process. Tealeaf’s unique replay ability—a page-by-page, browser-level recording of the actual customer experience—affords Direct Ferries with the ultimate level of visibility into online customer behavior. Now the company is able to discover unknown experience obstacles, reproduce problems and quantify their business impact…
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