Case Study: a leading online provider of hotel accommodations improves conversion and retention with IBM Tealeaf and OpinionLab

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a leading online provider of hotel accommodations was struggling to act on customer feedback, which often lacked the specific details needed to identify and fix issues on its website. This was negatively impacting the customer experience and hindering conversion and retention efforts. The company turned to IBM for a solution using IBM Tealeaf Customer Experience Management and OpinionLab Voice of Customer feedback solutions.

IBM implemented a comprehensive solution that combined page-specific feedback with the ability to replay individual customer browsing sessions. This integration allowed the company to quickly pinpoint the root cause of problems, such as a faulty registration process and a technical error from a site upgrade. As a result, IBM helped the provider implement targeted fixes that significantly improved conversion rates and customer satisfaction, with one new feature being used by nearly 50% of all customers.