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Direct Ferries Deploys Tealeaf To Increase Conversions and Customer Satisfaction

London, 21st January 2010 - Direct Ferries has deployed Tealeaf's Customer Experience Management software, to give unparalleled insights into how customers are using the company's website. Tealeaf will enable Europe's leading ferry ticket retailer to replay the website session of any one of its 2 million online visitors each month. This will give Direct Ferries the online visibility necessary to understand 'why' customers' abandon transactions, allowing the company to improve the overall online customer experience.

In the future, Direct Ferries intends to use the insights Tealeaf gives to begin proactively calling customers that drop-off the website during a checkout process in order to try and rescue the sale and recoup the lost revenue. Using Tealeaf, any issues and details of a visitor's experience can quickly be flagged and forwarded to an outbound sales agent.

Tealeaf will be deployed on the online booking engine at to help identify issues in the checkout funnel. Direct Ferries receives 90% of its revenue through the site, making it a business critical channel for the company. By alerting Direct Ferries to issues in real-time and offering session replay, Tealeaf will enable quick resolution and aid site optimisation -- ultimately reducing any problems with the site that could have a negative business impact.

Using Tealeaf's advanced insights into how customers are actually using the website, Direct Ferries will be also able to make informed improvements to the site. By proactively refining the online customer experience, the web development team will be able to make the booking process easier to follow and the site simpler to navigate.

"Any error on the website is potentially a lost customer," said Anthony Ritchie, IT Director at Direct Ferries. "Before deploying Tealeaf, we could see there were errors on the site in the log files, but we didn't know exactly what had occurred or what the customer had experienced. Tealeaf allows us to pinpoint these 'unknowns' instantly. The ROI from Tealeaf is immediate and vividly apparent - we're already seeing an incredibly positive impact on our business."

"Booking a trip or a holiday online can be a complicated process, with long checkout funnels and substantial transaction values. Keeping a customer on the website right till the end is a constant struggle," said John Lillie, UK Country Manager, Tealeaf. "Understanding how a customer is using a site and being alerted to issues they are facing is an incredibly powerful, qualitative metric that allows action to be taken based on real insights. Tealeaf gives Direct Ferries this ability and allows the company to give its customers the outstanding web experience they expect."

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About Tealeaf
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

About Direct Ferries is owned and operated by Direct Ferries Ltd. Direct Ferries Ltd is Europe's leading ferry ticket retailer and one of the UK's leading independent specialist travel providers offering instant real time access to 1000's of scheduled crossings both on and offline. Founded in 1999, Direct Ferries Ltd offers the most comprehensive portfolio in the Ferry transportation sector and a range of ancillary products including Accommodation, Rail Travel, Yacht Charters, Cruise Holidays, Travel Insurance and European Breakdown Cover.

© Copyright 2009 TeaLeaf Technology, Inc. All rights reserved. Tealeaf, the Tealeaf word and design mark, VIA, and Visibility.Insight.Answers are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify and Tealeaf cxConnect are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

Press Contacts:
Tealeaf: Shoshana Deutschkron
+1 415.932.5009
[email protected]

Wildfire PR:
Danny Whatmough
+44 (0) 20 8339 4420
[email protected]

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