TUI UK has selected the Tealeaf CX suite to help it better understand the expectations and behavior of visitors to the http://www.thomson.co.uk site. The insights that Tealeaf CX provides will help TUI UK further improve its industry-leading service and increase online vacation bookings.
With 850,000 consumers visiting http://www.thomson.co.uk every week, it is critical that the website is available and working all the time. Using Tealeaf cxView dashboards, TUI UK is presented with real-time visibility into everything that is happening on its travel 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.
TUI UK offers an unparalleled range and mixture of services via its website, having recently introduced a new “powersearch” facility which seamlessly presents customers with vacations based on a number of components, e.g. flight, car, accommodation, that have been dynamically packaged, from a range of sources, based on their individual query. By capturing details of each customer interaction with the website, Tealeaf is helping TUI UK better understand customer behavior, while also identifying obstacles that negatively impact conversions.
“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 travel via our website,” explained George Nolan, e-commerce manager, holidays for TUI UK. “Despite the size and complexity of our website, 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.’”
“With almost two-thirds of UK adults planning to purchase their main UK holiday online this year*, travel companies are looking to stay ahead of the competition by refining their online business models,” commented John Lillie, UK country manager for Tealeaf. “As the market leader, TUI UK has recognized the importance of understanding online customer behavior at every step of the search and booking process and is using Tealeaf to ensure that every visitor to their website receives the optimal customer experience.”