Online retailer rolls out Tealeaf on, dabs4work and the BT Shop to improve customer experience

London, UK – 11th September 2008 – has selected Tealeaf, the leader in online Customer Experience Management, to provide it with visibility into the actions of the 1.8 million unique visitors per month to three of its key web properties –, and the BT Shop ( Tealeaf CX solutions will provide the IT, marketing and business intelligence teams at Dabs – a wholly owned subsidiary of BT (British Telecommunications) plc - with actionable data to isolate and rectify issues, improve site usability and ensure that as many customers as possible are able to complete a sale – thus increasing Dabs’ overall online revenues.

Tealeaf’s unique patented technology captures and records what each and every visitor to the site is doing and seeing in real-time. Using this powerful dataset, Tealeaf gives Dabs qualitative and quantitative reports on how the website is operating, whilst allowing staff to drill down and view individual interactions in order to identify and understand exactly the experience a customer receives. Key performance indicators -- such as customer abandonment -- can be observed so that any underlying site issues can be identified, their business impact quickly assessed, and site modifications prioritised by those that will most benefit the bottom line.

“As with any website, analysis leading to continual improvement and development is vital. Our traditional analytical tools tell us a great deal about the website, but we were often frustrated by the areas we are not able to understand through these metrics alone. Tealeaf completely eliminates these ‘unknowns’ and makes every single event on the site viewable. Combining this with the sophisticated data analysis tools that Tealeaf provides, we can ensure that each one of our three sites is working as we intend and plan future developments in a structured and considered way,” said Paul Sharrock, Technical Director at is planning a number of exciting developments to its website in the near-future, including changes to the shipping and checkout procedures. Tealeaf will allow the development teams to monitor, evaluate and further improve upon these changes, whilst being able to overcome any obstacles quickly and effectively so that customer conversion rates are unaffected.

“Each of Dabs’ websites attracts vast numbers of visitors every single day. The challenge is to be able to identify and act quickly before problems become critical. The real-time reporting that Tealeaf provides gives the Web team peace of mind and allows other areas of the business to drill down and identify areas for improvement. In addition, Tealeaf provides a safety barrier for when new areas of a site are rolled out. This gives development teams the confidence to roll out improvements, whilst maintaining the highest possible customer experience and ensuring as many sales as possible are completed,” said John Lillie, UK Country Manager, Tealeaf.

Published on: 12:00AM on 11th September 2008