SOURCE: Tealeaf


September 14, 2009 08:00 ET

Tealeaf Supports Continental Airlines' Online Customer Experience

Tealeaf's Online Customer Experience Management Solutions Help the Airline Build Trust and Loyalty With Online Customers

SAN FRANCISCO, CA--(Marketwire - September 14, 2009) - Tealeaf®, the leader in online Customer Experience Management software (CEM), today announced that Continental Airlines, the world's fifth largest airline, is using Tealeaf's solutions to support a consistent and methodical commitment to customer experience. Tealeaf provides Continental with online visibility to extend this commitment to great experiences to its web "storefront," the one part of the customer lifecycle it could not otherwise see. In turn, Continental is able to remain competitive by delivering a web site that exceeds customer expectations and ensures loyalty. Further, the airline is also reducing its service and IT costs related to online experience flaws and continuously identifying new web site areas to improve for added business benefits.

Today, Continental is an industry-leading airline committed to improving customer experience. Whether on a flight, where Continental still offers amenities other airlines have taken away, or when calling to change a reservation, or using the company's web site, Continental has gained competitive advantage by differentiating on the experience of doing business with them.

The airline is dedicated to providing a great experience throughout all phases of the customer lifecycle -- offline and online. It realized, however, that it was especially challenging to understand online experiences given a lack of visibility into the user's actual browser sessions. Plus, the dynamic nature of the site -- with changing flight numbers, schedules, pricing -- made it virtually impossible to test for every potential user scenario. Continental had to find a way to uphold its commitment to superior customer experience online as well. "I don't want any of our customers frustrated when they're trying to complete actions on our site. Site experience flaws can degrade customer confidence in our reliability, security and brand as a whole," said Ken Penny, senior director, internet planning & development, Continental Airlines.

So the company turned to Tealeaf's online customer experience management solutions, which capture every action each visitor makes on the web site -- a powerful and complex set of data. Tealeaf is also providing Continental with site alerts, for example when failed transactions are on the rise. Once alerted, Continental can leverage Tealeaf's replay ability to observe and analyze behavior and take the necessary actions to improve site usability.

"Every site, especially highly-dynamic travel sites, deals with customer experience flaws. Continental, by using Tealeaf, has extended its commitment to customer experience by ensuring it can dramatically reduce the time spent identifying and resolving flaws," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "Ultimately, this allows them to deliver a web site that exceeds customer expectations, improves customer adoption of self-service applications, and increases the airline's online revenues while simultaneously reducing service costs."

About Tealeaf

Tealeaf provides online customer experience management solutions and is the unchallenged 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

© 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, 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.

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