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UserReplay takes Customer Experience Management play to US market; opens San Francisco office

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Hires former Tealeaf and IBM executive Frank Gasparovic as SVP of Sales for North America

5 February 2015

San Francisco, USA: UK-based e-commerce Customer Experience Management startup UserReplay has announced that it has opened an office in San Francisco and hired Frank Gasparovic as SVP of Sales for North America.

Gasparovic has 24 years’ experience of working in the software industry with organizations such as Borland and Luminate, and more recently held leadership roles at Tealeaf, IBM and Attunity. He will head up sales and marketing activities in the US, targeting new customers in the retail, financial services and travel markets, while leading efforts to hire new sales and marketing staff.

Headquartered in Reading, England, UserReplay provides a digital Customer Experience Management (CEM) software solution that enables e-commerce sites to identify technical, usability and navigation problems on all of their digital properties – including desktop, tablet and mobile – in order to improve conversion rates and increase online revenue streams.

The company’s UserReplay product acts as a black-box recorder for e-commerce sites, tracking customer journeys so clients can see exactly what each customer has done. As well as identifying barriers to conversion, it also enables these barriers to be prioritized by analyzing their impact on sales. Additionally, clients can use the platform to resolve customer disputes, re-market to abandoned baskets and prevent fraud.

UserReplay also provides a full CEM solution as a Software as a Service (SaaS) offering. This doesn’t require any hardware to be installed at the client’s end, removing one of the most significant barriers for adoption for CEM.

“With Frank’s extensive background in the Customer Experience Management space we feel this will allow us to accelerate the growth opportunity in the US marketplace,” said User Replay CEO John Thompson. “We are very excited about the prospect of expanding our customer base in the US with our proven but cutting edge technology. We plan to continue hiring talented professionals from the Customer Experience space to help us break through,” he continued.

Founded in 2009, UserReplay works with a number of well known global brands in markets around the world, including Pizza Hut, Achica and Sports Direct and already has a rapidly growing number of US-based customers.

“UserReplay recognizes the need that many companies in the banking, insurance, retail and travel sectors have to get a better view of the customer journey,” said Frank Gasparovic, SVP of Sales for North America at UserReplay. “The number of financial transactions in these sectors being made on desktop browsers, tablets and mobile phones is increasing all the time and these companies cannot take the risk of their customers struggling to complete transactions. And while CEM is traditionally seen as a luxury that only large customers can afford, our SaaS model significantly lowers the barrier for entry and provides a clear and tangible ROI,” he continued.

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.

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