London, 26 January 2011 – Netflights.com, one of the UK’s leading online travel websites has won ‘Most Innovative Use of Data’ at the 2010 Econsultancy Innovation Awards based on the deployment of Tealeaf®’s CEM software. The entry showcased how Netflights.com used Tealeaf to develop an outbound call centre programme that is now delivering more revenue per hour than any other part of the business and generating over 26% of all revenue received through the site.
The Econsultancy Innovation Awards recognise excellence and innovation in the UK digital sector. The primary criteria for judging include the delivery of significant business benefits, innovation and originality of application. Netflights.com was awarded the title for its use of Tealeaf’s ground breaking CEM technology, which allows netflights.com to identify how customers are struggling on its site, and then pass these insights to the contact centre so that agents can proactively help customers.
In awarding the accolade to Netflights.com and Tealeaf, the judges commented that: “Proactive and highly effective, this is precisely the kind of thing that all kinds of e-commerce firms should be doing. Call centre agents can be hugely empowered with real time data. This is the future.”
“We’re constantly looking at ways we can innovate at all levels of the business,” said Steve Bacon, Finance Director at netflights.com. “Tealeaf gives us the ability to really understand how our customers use the online channel and where they might be struggling. However, the really important aspect is that we can take action based on these insights that has led to real business benefits. This has been the key that has revolutionised this part of our business and generated incredible results.”
“Netflights.com has demonstrated how important it is to link up different channels and share actionable data in innovative ways,” said John Lillie, Tealeaf’s Vice President UK and Southern Europe. “As the web becomes the first stop for more and more consumers, ensuring every touch-point has visibility and understanding into what online visitors are experiencing is absolutely vital. As netflights.com proves, identifying customer struggle and taking action to resolve it can have real bottom line benefits.”
For more information about Econsultancy Innovation Awards, including a full list of all the winners, visit http://econsultancy.com/uk/blog/7054-announcing-the-winners-...
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Netflights.com is part of the Thomas Cook Group and guarantees fantastic offers on flights, hotels, holidays and car hire worldwide. Thousands of discounted airfares from over 135 airlines, reduced rates at over 15 000 hotels, great offers on holidays and car hire are all available at netflights.com, giving customers easy access to all the latest and best travel deals.
Netflights.com is a member of the Association of British Travel Agents (ABTA), and every flight and holiday sold is ATOL protected, giving customers full financial protection and complete peace of mind when booking - whether online or over the phone.'
For further information please contact:
For enquiries regarding netflights.com;
Netflights.com Press Office - tel: 01772 525522
For enquiries regarding other Thomas Cook Group brands
Thomas Cook Press Office - tel 01733 417272
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.
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