UserReplay Blog

Customer Experience Management – Session Replay of all your website visitors

There is a widening gap between the digital experience companies think they deliver and the experiences that customers actually have. Our research indicates that 89% of businesses think customer experience (CX) is a key differentiator for them in the market—but at the same time, 85% of organizations find that understanding why customers struggle in the […]

Measuring the ROI of Digital Customer Experience

Marketers are under tremendous pressure to demonstrate ROI from investments being made in enhancing the customer experience. The ability to demonstrate real returns is becoming increasingly important.

The Top 4 Obstacles to a Successful Online Customer Experience

In the first quarter of 2016, the U.S. Department of Commerce announced that total e-commerce sales added up to $92.8 billion, a 3.7% increase over the last quarter of 2015. Simply put, this is a staggering amount of money—and a lot of e-commerce providers have yet to capture their share of the pie. In many […]

What Brexit Means for E-commerce

When the United Kingdom voted to leave the European Union on June 23, the effects of this monumental referendum reverberated across the world and individuals and businesses wondered what it would mean for them. The first few days after Brexit was declared the reality was a panic of sorts. Now the dust is settling and […]

The next phase for UserReplay

In the last few weeks, we have been excited to announce we have secured $4.7 million of new funding from leading investors. These funds bring the total raised to date to over $10 million. Sales have grown rapidly and whilst our cash position was already strong, we decided to raise further funds now to accelerate […]

The challenges of optimizing customer experience in the financial services industry

Financial service providers have undergone a significant transition in the last decade whereby the customer’s experience has increasingly transitioned online, with a complex array of functions being offered on a self-service basis.  For a highly regulated industry – that has traditionally been a face-to-face customer serving industry – this is quite a step change. Optimal […]

Form field fails: How brands can conquer them once and for all

We’re all used to completing forms online – sometimes they work well, other times they can be confusing and frustrating. Consequently, this can be an area where customers drop out of key processes on a website such as checkout, insurance quoting, registration and many more. In an increasingly global eCommerce environment, consumers need to be […]

Keeping score of your customer’s experience

How well do you really understand your customers’ experiences on your website? Can you measure the quality of experience at any particular point in time? Can you measure the impact of change on your customer base as it happens? As we mentioned in our Digital Customer Experience Predictions blog, 2016 will be the year data […]

Digital customer experience predictions for 2016

We’ve hit the ground running in 2016, and as we get underway with new plans and projects we wanted to share with you our predictions for the major developments we anticipate in 2016. Here are some of the big trends we expect to see in customer experience, eCommerce and digital marketing.   Data-driven decisions We […]

Delighting your customers in the holiday season

Whether it’s Black Friday, Cyber Monday, Christmas shopping or the January sales, this time of year is amongst the busiest for retailers. The pressure is therefore on for eCommerce brands to provide a consistently excellent experience to their customers. Increased visitor traffic can put pressure on the ability to deliver this – so it is […]