Challenge: Finding the right solution to achieve this new customer experience imperative was initially challenging. Originally, the company utilized web analytics; however, the quantitative insights it provided were not enough to significantly increase key metrics, like conversion. For example, with quantitative data points only, netflights.com had no way of determining precisely why customers abandoned, or if they ever returned to complete a purchase. What netflights.com needed was a solution that could provide better visibility into the online channel, so that they could substantially improve key customer experience indicators like satisfaction and retention.
Approach: To address this issue, netflights.com turned to Tealeaf for an online customer experience management (CEM) solution that provides the reporting capabilities of a web analytics solution and affords the ability to drill-down into the qualitative insights of real customer behavior. Now, instead of hypothesizing about site trends, netflights.com leverages Tealeaf’s unique replay ability to quickly diagnose and fix the problems causing failed customer experiences. With Tealeaf in place, netflights.com is continually finding areas of their site to optimize with astounding business benefits. Overall, the company has increased their return on investment from marketing programs by 120% in the first 8 months with the help of Tealeaf. Click her to learn more about Netflights.com
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