SOURCE: Tealeaf

April 16, 2008 08:01 ET

US Airways Selects Tealeaf as Part of Company-Wide Initiative to Deliver Superior Customer Experience

Tealeaf Deployed Across Business Units, Helps to Unify Business and IT Efforts in Common Goal of Enhanced Customer Service

SAN FRANCISCO, CA--(Marketwire - April 16, 2008) - Tealeaf®, the leader in online Customer Experience Management (CEM), today announced that US Airways (NYSE: LCC) has implemented Tealeaf to gain new visibility into their customers' online experience. US Airways' selection of Tealeaf directly supports a new company-wide initiative to enhance reliability, convenience and appearance. US Airways is leveraging Tealeaf's full Tealeaf CX™ family of solutions, allowing the company to not only identify and resolve any online issues, but also create a continuous feedback loop with business decision makers in order to assess business impact and optimize the US Airways online customer experience.

With a nearly half million unique visitors per day, and are top online destinations. Once the solution is rolled-out enterprise-wide, Tealeaf will be used across a broad spectrum of US Airways departments and business units, including e-commerce, customer service, business and technology teams:

--  E-commerce web analytics -- This team will be able to better
    understand the customer's experience in order to focus on ease of
    usability, as well as track online business success metrics.
--  Content/user interface -- Along with the web analytics team, this
    group will be able to create a continuous feedback loop measuring the
    effectiveness of site changes, optimizing to best suit user preferences.
--  Internet help desk -- By being able to access online sessions and see
    exactly what the customer sees, US Airways customer service will improve
    their first call resolution rates.
--  Internet development application -- Developers will be able to easily
    identify and quantify the magnitude of issues, helping to prioritize and
    quickly implement solutions.
--  Internet operations -- IT will leverage Tealeaf's visibility to ensure
    seamless functioning of their online technology infrastructure.
--  Revenue accounting -- Tealeaf data will also provide information for
    validation of user's online sessions during fraud prevention and auditing

US Airways has already successfully optimized parts of their online user experience by leveraging their newly gained online visibility. For example, Tealeaf revealed that as some users progressed through transactions, if they delayed too long their session would eventually time out. US Airways was able to see that this issue existed and that when these same users then tried to continue, there was no graceful way provided for them to get back into their transaction. After determining the quantity of users affected was thousands per day, site revisions were made to optimize the process, so that customers were no longer taken unaware if their session expired, and were able to return more easily.

"With US airline tickets averaging well over $300 each -- according to the US Department of Transportation's most recent data -- retaining customers by ensuring successful online transactions is crucial. One issue alone -- such as the time-out issue US Airways identified -- can impact thousands of customers and therefore affect more than $300,000 in potential revenue, every day," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "These kinds of customer experience issues are typical on sophisticated ecommerce sites, what is important is to strategically identify, analyze, quantify and resolve them. This ensures higher conversation rates and happier customers."

"Tealeaf bridges business and IT through the prism of our customers' experiences -- our utmost priority. Our selection of Tealeaf reflects our companywide initiative to provide superior customer service, and in doing so, addresses both our short term operational technology objectives, as well as long term strategic business goals," said Wes Graham, director of internet distribution, US Airways. "Providing customers with a seamless experience is an imperative for us. An issue like the site timeout we discovered may seem trivial in isolation, but could in fact be driving customers to a competitor's site instantly. We know we need to earn customer satisfaction and are looking to set the standard for online experience in the airline industry."

About US Airways

US Airways is the fifth largest domestic airline employing more than 36,000 aviation professionals worldwide. US Airways, US Airways Shuttle and US Airways Express operate approximately 3,800 flights per day and serve more than 230 communities in the U.S., Canada, Europe, the Caribbean and Latin America. US Airways is a member of the Star Alliance network, which offers our customers 17,000 daily flights to 897 destinations in 160 countries worldwide. Additional information on US Airways can be found at

About Tealeaf

Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately held. For more information, visit

© Copyright 2008 TeaLeaf Technology, Inc. All rights reserved. Tealeaf and Tealeaf Technology are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. The Tealeaf word and design mark, VIA, Visibility.Insight.Answers, 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.

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