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SuperBreak selects UserReplay to help improve customer website experience

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14 July 2015

Reading, UK: SuperBreak, the short break specialist, has selected UserReplay, the digital customer experience management experts, to help reduce purchase abandonment by capturing session data to identify and resolve issues that may be impacting the customer journey on their website.

Prior to the integration of UserReplay, SuperBreak was reliant on basic industry tools comprising: web analytics, sampled synthetic application and performance monitoring. SuperBreak will be using UserReplay’s on-premise technology, which will enable the e-commerce team to extract interactive information on every user on their website and analyse against internal system data.

UserReplay captures both front end traffic from www.superbreak.com and back-end XML traffic, to give a holistic perspective of customer request translated through to multiple supporting providers, such as accommodation and transport providers.

David Anderson, IT Director, SuperBreak, comments: “Booking a short break can be time consuming and our objective is to offer customers the simplicity of booking every element of their trip in one place. To make this process as seamless as possible a deep understanding of customers’ interactions with our website and barriers to conversion is vital. UserReplay is the only solution that allows us to capture front and back-end data traffic, giving us a complete picture of the customer journey.”

John Thompson, CEO, User Replay comments: “In an online environment customers are only ever one click away from a competitors’ website, with little patience for slow performance or unclear operation. For a specialist such as SuperBreak that thrives on providing a seamless booking experience for all elements of a short break, it’s critical to be responsive to any issues customers are experiencing on their website. Resolving these issues quickly will have a direct impact on conversion rates.”

About User Replay:

UserReplay’s session replay technology lets users under and analyse every visitor’s journey through a website. For e-commerce companies this is invaluable as it enables them to improve conversion rates, find and fix site bugs, resolve customer disputes, recover abandoned baskets and prevent fraudulent transactions online.

Aimed at medium to large enterprises with e-commerce channels, UserReplay enables users to improve the quality of their websites, enhance customer’s shopping experience, and reduce dramatically the time required to resolve any problems and disputes consumers may have while shopping. For more information go to ainaz.pair.com/~chwan/userreplay.

About SuperBreak:

With more than five million people visiting SuperBreak.com each year, millions of couples, single travellers, families and friends rely on SuperBreak to book their short break. With 30 years of travel experience SuperBreak can find you a great hotel deal and help plan your travel from flights and Eurostar through to UK rail. Plus, let our team inspire you by offering theatre tickets, attractions and sightseeing options that turn your break into a SuperBreak.

SuperBreak has a reputation for providing excellent quality, great value and customer service. Both ATOL and ABTA bonded for peace of mind, SuperBreak is a reliable brand trusted by travel agents and customers.

For more information, please visit www.superbreak.com / 0800 042 0288

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