SOURCE: Tealeaf

Tealeaf

September 27, 2011 08:00 ET

Swanson Health Products Enlists Tealeaf to Deliver Superior Customer Experience to Online Customers

Leading Provider of High Quality Health Products Drives Customer Satisfaction and Loyalty Through Visibility Into Online Customer Experience

SAN FRANCISCO, CA--(Marketwire - Sep 27, 2011) - Tealeaf®, the leader in online customer experience management (CEM), announced today that Swanson Health Products is using Tealeaf solutions to enhance a seamless and satisfying cross-channel experience for its website customers. As part of a corporate-wide commitment to customer-centricity, Swanson Health Products provides their customers with high-touch, highly personalized customer service. In order to extend this level of service to its online customers, Swanson Health Products' e-business and call center teams are leveraging Tealeaf to gain real-time visibility into website interactions and quickly resolve any issues that might cause online customers to struggle.

"Serving our customers well goes a long way toward ensuring they return," said Kerry Anderson, Internet Marketing Supervisor, User Experience at Swanson Health Products. "But it was a greater challenge to see where we were falling short online, where we do most of our business. Tealeaf is helping us understand the things that can cause website customers to churn, abandon our site or fail during transactions. Because we share these real-time insights with our call center, our customer service agents can immediately see what prompted online customers to call-in for assistance and, therefore, more quickly meet their needs. It's a higher level of service that our customers recognize and appreciate."

Using Tealeaf, Swanson Health's call center agents are now able to provide real-time coaching to more easily help customers place their orders. Previously, these agents were required to fill-out a time-consuming two-page form about any website issue reported by a customer. Now they simply annotate the web session captured by Tealeaf and forward it to the web development team. This represents a significant process improvement and greater call center efficiencies.

"Swanson Health Products is a model for effective cross-channel customer service," said Geoff Galat, vice president of worldwide marketing at Tealeaf. "With our solutions in place they are ensuring website visitors have the most positive experiences, even when those customers spill over to the call center. The results are increased customer satisfaction, greater customer retention and a healthy reputation as a company that puts a premium on its customers."

In related news, Swanson Health Products today announced its purchase of Tealeaf Customer Experience Management software (see: "Swanson Health Products Adds Tealeaf CEM Software").

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 www.tealeaf.com

About Swanson Health Products
Swanson Health Products is an industry leader in bringing vitamins directly to consumers at the lowest prices possible. Swanson Health Products, headquartered in Fargo, ND, offers the highest quality vitamins, supplements and natural health care products and is Good Manufacturing Practices certified. Swanson Health Products goes a step beyond its competitors by offering powerful guarantees. All products are backed by a 100% Satisfaction, Money-Back Guarantee. For more information, please visit http://www.swansonvitamins.com.

© Copyright 2011 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, Tealeaf cxConnect and Tealeaf's CX Customer Behavior Analysis Suite are all trademarks of Tealeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

Contact Information

  • Press Contact:
    Jeannine Benoit for Tealeaf
    Email Contact
    415.963.4174 ext. 20