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User Replay seals deal with luxury lifestyle store ACHICA to improve customer experience

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12 March 2014

Reading, Berkshire: UK-based startup UserReplay has signed a one-year deal with Achica to help the members only luxury lifestyle store offer its customers a better, slicker, easier website experience.

User Replay’s platform helps companies with e-commerce channels understand the difficulties that their customers face when using their websites – such as technology problems, poor usability and navigation difficulties – so conversion rates can be improved. Acting as a black-box recorder, UserReplay tracks customer journeys through on the site to provide insights into why customers are struggling.

Achica’s one-year deal with User Replay will see the luxury lifestyle store use the UserReplay platform to track customers struggling on the website and identify issues in real time, helping Achica improve the customer experience and increase conversion rates.

Steve Robinson, Chief Operating Officer at Achica, said: “Tracking customer journeys across the Achica website plays a crucial part in helping us to improve their experience, identify barriers to conversion and fix them. User Replay’s platform provides us with a cost-effective way of doing this, particularly compared to other alternatives on the market.”

Robinson continued, “It’s important to Achica to be able to be able to see the customer journeys that UserReplay tracks in real time – this data can then be pulled straight into our own analytics systems. All the data is stored behind our firewall within our own systems and there are no cookies placed on the visitor’s machine, meaning that our customers get the full benefit of User Replay’s platform without any risk to their privacy.”

John Thompson, CEO of User Replay, said: “Achica caters for customers who want to buy high-quality products quickly and easily. The website needs to reflect the luxury element of Achica’s proposition. The UserReplay integration enables the company to do everything it can to make the whole customer experience as slick as possible.”

“Increasing customer conversions by just a couple of percent can boost profit margins for any business that sells online, and User Replay’s aim is to provide these brands with a cost-effective way of doing so. Achica is just one example of the brands we are working with to achieve these ends,” he continued.

In December, User Replay closed a seed funding round of $500k to bring the total funding raised by the British company to date to $2.5m. The company also works with brands including Sports Direct and DirectFerries.com.

About User Replay:

User Replay’s session replay technology lets you record, re-run and analyse every visitor’s journey through a website. For eCommerce companies this is invaluable as it enables you to find and fix site bugs, resolve 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.

About Achica:

ACHICA is the leading online members-only luxury lifestyle store that specialises in luxury home and garden brands at up to 70% off their original price. New promotions start every day and each last for a limited time period, usually 2-3 days. Its team selects only the best of this season’s collections of products from brands key home and garden categories, including furniture, lighting, kitchen, dining, bed and bath, art, fashion accessories and food and drink. Since launch in 2010, membership has grown to over 3 million, and shoppers have enjoyed discovering attractive savings off thousands of brands.

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