SOURCE: Tealeaf


July 12, 2011 08:00 ET

Dollar Bank Selects Tealeaf to Support Its Commitment to a Flawless Online Customer Experience

Leading Bank Relies on Tealeaf to Optimize Customer Service and Refine Web Presence

SAN FRANCISCO, CA--(Marketwire - Jul 12, 2011) - Tealeaf®, the leader in online customer experience management (CEM) software, today announced that Dollar Bank, the largest independent mutual bank in the United States, is using Tealeaf to make significant improvements to its online experience. Empowered by Tealeaf's real-time insight into exactly what online customers see and do on the website, Dollar Bank's customer agents are much better able to immediately resolve the issues that cause customers to call for assistance. In the first month of using Tealeaf, Dollar Bank has shaved off nearly 40 seconds of its average handle time. More importantly, by quickly identifying and eliminating the obstacles that were causing online customers to struggle, Dollar Bank minimized the number of customers affected by these issues. They experienced a 50 percent reduction in the number of web-problem forms they created.

Dollar Bank is deeply committed to supporting the needs of its customers -- including providing them with the highest quality online banking services. In order to match its commitment to customer service, the company knew it needed to maintain an efficient online channel and turned to Tealeaf for powerful customer experience management. Using Tealeaf, Dollar Bank captures and records every interaction with each online customer, enabling them to identify the sources of customer struggle and gauge the business impact of these issues. This rich insight enables them to improve the customer experience, raise customer satisfaction and retention, reduce costs and improve their bottom line.

"Our goal is to ensure our customers have the best possible experience with us -- no matter if they're doing business online, through our customer service centers or in a branch office. We value our customers as real people, not numbers. We want them to feel like they've received the best customer service at every interaction with us," said Dollar Bank senior vice president of Marketing Joseph B. Smith. "We benefit greatly from the qualitative information Tealeaf provides. We can apply this qualitative insight in real time to better serve website customers who have spilled over to our contact center. And by showing us where our website needs the most improvement, Tealeaf helps us make site optimizations that keep customers from needing to pick up the phone to begin with."

According to the Federal Deposit Insurance Corporation, Q1 2011 saw the banking industry post its best quarter of profits since early 2007. However, the sector is still far from complete recovery, as banks are granting fewer loans and making less money because of it. As the industry begins to regain its footing and economic conditions slowly improve, it is critical for banks to maintain a positive online experience for consumers.

"For many organizations, the online and offline channels are operated completely independent of one another," said Geoff Galat, vice president of Worldwide Marketing for Tealeaf. "Customers can feel like they're working with two completely different companies when they transition from the website to the contact center. Through its use of Tealeaf, Dollar Bank is demonstrating the benefits of providing a superior and seamless experience across channels. As financial institutions continue to move more and more of their business to online self-service, this multi-channel customer experience becomes increasingly important."

About Dollar Bank
With assets of $6.3 billion, Dollar Bank is the largest independent mutual bank in the United States, employing more than 1,140 people with over 60 offices throughout southwestern Pennsylvania and northeastern Ohio. For more information, visit

About Tealeaf
Tealeaf provides online customer experience management solutions and is the leader in customer behavior analysis. Tealeaf's CEM solutions include both a customer behavior 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

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