Improve Customer Experience
You love your customers, and you know the quest of acquiring new customers is an expensive and on-going campaign. You therefore want to deliver the best on-line customer experience to make sure they'll convert on the first visit and keep coming back to you.
Every customer that arrives at your website is at the start of a journey. You know the destination that you would like them to reach. But sometimes they just don't get there. Whether the website is B2C or B2B, if you delay your visitors or customers on that journey to conversion they'll disappear from your site... maybe never to return.
From your web analytics you can see what is happening, and you know if you can increase your conversion rate by just a fraction of a percentage point the bottom line impact will be immense. What you really want to know is the answer to ‘why’ those visitors are leaving.
At the macro level we are helping you to find the obstacles that prevent visitors completing their conversion journeys for every segment of your customer base. These obstacles can be a mixture of usability issues and technical problems. There will be instances where a visitor is unable to proceed to the next step of a user journey and there will be instances where a user is disinclined to continue either through confusion or sheer frustration. There will be key events that indicate this frustration and UserReplay will reveal these otherwise hidden problems.
Examples:
- Form completion issues
- Application problems and warning messages
- Product availability and search
- Payment gateway issues