UK broadcaster extends use of Tealeaf to its online self service channel

London, February 19th 2010: Tealeaf’s Customer Experience Management (CEM) software has been selected by Sky to help enhance the online experience of visitors to its self service channel www.mysky.sky.com. The broadcaster has already been using Tealeaf for the past year on its online sales channel to provide visibility into actual web experiences, allowing the company to identify and remove obstacles that are hindering customers’ online experiences. The deployment on the MySky channel will increase the focus on improving online experiences further.

www.mysky.sky.com allows Sky customers to manage their personal profile and add programmes to their planner for an easy viewing experience. They can make payments, view bills and make changes to their subscription packages, ultimately enabling customers to easily manage their account online. Tealeaf will be used to ensure that any problems are identified immediately and resolved quickly so that customers can continue to manage their online account successfully and receive a consistently great service.

Tealeaf’s unique patented technology features the ability to follow and capture customer journeys across websites in real time. This data allows Sky to identify and fix ongoing errors and also gain a better understanding of how customers use the site. Since Tealeaf was installed last year on Sky’s online sales channel it has proved to be a hugely valuable tool by providing increased insight into how customers use the site. Sky is able to improve the visitor experience and make informed changes to the site based on actual visitor behaviour.

Alasdair Wright, Director of Online and Interactive Channels at BSkyB, comments: “We are committed to providing customers with an unparalleled online experience with the opportunity to interact with us on many channels. The online sales channel has already benefitted from our involvement with Tealeaf and as we make further investments online we are increasingly using the software to ensure we can quickly understand issues and resolve these as efficiently as possible on all web channels”.

John Lillie, Vice President of Tealeaf adds: “It is essential that sensitive information such as billing and payments is managed effectively, with even the smallest glitch potentially causing frustration or worry for customers. Using Tealeaf, Sky will be able to increase retention rates by ensuring its customers have a positive experience whenever they interact with the brand online.”

-ENDS-

About Tealeaf

Tealeaf provides online customer experience management solutions and is the unchallenged leader in customer behaviour analysis. Tealeaf's CEM solutions include both a customer behaviour 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 Sky
Sky operates the most comprehensive multichannel, multi-platform television service in the UK and Ireland. Over 9.7 million homes enjoy an unprecedented choice of movies, news, entertainment and sports channels.
Sky continues to break new ground with its own portfolio of channels: Sky1 combines its commitment to UK production with the best of the US; Sky Arts continues to embrace new audiences as the UK’s only dedicated arts channel brand; Sky Sports is still raising the bar in sports broadcasting; and Sky News remains a pioneer in multiplatform television news.
Almost 6 million Sky homes now enjoy the control and flexibility of Sky+ and 1.6 million homes have already joined Sky+HD, which provides access to 37 dedicated HD channels. Sky is also the UK’s fastest growing broadband and fixed-telephony provider.

Press Contact:
Wildfire PR:
Danny Whatmough/Claire Barber
+44 (0) 20 8339 4420
dannyw@wildfirepr.co.uk
claireb@wildfirepr.co.uk

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Published on: 10:31AM on 19th February 2010