Tealeaf provides customer experience insight

Direct Ferries has deployed Tealeaf's customer experience management software to provide insight into how customers are using the company's website.

Tealeaf will enable the ferry ticket retailer to replay the website session of any one of its two 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 to an outbound sales agent.

Tealeaf will be deployed on the online booking engine to help identify issues in the checkout funnel.

Direct Ferries receives 90 per cent of its revenue through the site, making it a business-critical channel for the company.

By alerting Direct Ferries to the 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 impact.

Using Tealeaf's insights into how customers are actually using the website, Direct Ferries will also be able to make informed improvements to the site.

By refining 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.

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