Travel agent turns more lookers into bookers on website

Holiday and travel firm TUI is managing the performance of its main customer website with a customer experience management platform from Tealeaf.

Holiday and travel firm TUI is managing the performance of its main customer website with a customer experience management platform from Tealeaf.

TUI has selected the Tealeaf CX suite to help it better understand the expectations and behaviour of visitors to the Thomson site.

The website has 850,000 consumers visiting every week.

Using Tealeaf cxView dashboards, TUI UK is presented with real time visibility into everything that is happening on its holiday booking website.

Tealeaf cxImpact also immediately alerts TUI UK to any problems within the site that are preventing customers from completing bookings. TUI UK can then drill down into each and every issue to quantify both how many customers are being affected and the impact of any issue on the business.

By capturing details of each customer interaction with the website, Tealeaf is also helping TUI UK better understand customer behaviour.

“Tealeaf is the only solution available that could provide us with the depth and breadth of meaningful information about why customers are prevented from booking holidays via our website,” said George Nolan, e-commerce manager for holidays at TUI UK.

“Tealeaf was up and running in only a few days and quickly providing us with invaluable insights that help us turn more lookers into bookers,” he said.

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Tealeaf: travel >>

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