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Case Studies

Real-life Examples of UserReplay in Action
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Pizza Hut UserReplay

Pizza Hut

Retail

Pizza Hut is a globally recognized brand that has long been a pioneer in the industry. They were the first chain to offer pizza delivery over the internet, the first pizza brand to be on Facebook (2007) and the first company to deliver to space.

Pizza Hut deployed UserReplay to better manage the overall online experience and discover and quantify customer experience issues proactively. The results delivered were above and beyond what the team had anticipated in terms of revenue improvement and business efficiencies. They were able to identify £4.7 million of annual impact due to resolvable customer experience issues.

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The Container Store UserReplay

The Container Store

Retail

The Container Store is the USA’s original and leading retailer of storage and organization products, offering more than 10,000 innovative and multifunctional solutions designed to simplify customers’ lives. They are focused on an employee-first culture and couple their one-of-a-kind product collection with a high level of customer service. The company currently has 78 locations in 29 states. It also offers international shipping to 96 countries.

The Container Store recognized the importance of understanding the customer journey but were frustrated by the limitations of their existing session replay solution. UserReplay SaaS provided the ideal solution as it was easier to deploy and use and also provided the deep insight they needed into their customers’ experiences.

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SSFCU UserReplay

Security Service Federal Credit Union

Finance

Starting in 1959 with just eight members, SSFCU is a federally insured and chartered financial institution, which has grown into an $8 billion member- owned organization, with more than 2,600 ways to join. SSFCU is the largest credit union in Texas and the 8th largest in the nation, serving more than 700,000 members worldwide.

With more members choosing to self-serve online, SSFCU needed to ensure they maintained their reputation for high quality service when members crossed over to their online environment. UserReplay was the perfect solution to provide superior website care through it’s ability to identify any problems quickly.

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Raymond James UserReplay

Raymond James

Finance

Founded in 1962, and a public company since 1982, Raymond James Financial is a diversified financial service holding company with subsidiaries engaged primarily in investment and financial planning. Raymond James has more than 6,400 financial advisors serving approximately 2.6 million accounts in more than 2,600 locations throughout the United States, Canada and overseas.

Raymond James’s Client Services team found it difficult to monitor or recreate client sessions to ensure a high-quality service experience, so contacted UserReplay to help them get visibility and insight into errors occurring in a more timely manner.

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Great Lakes UserReplay

Great Lakes

Education

Great Lakes is a non-profit organization dedicated to helping make college a reality. The organization makes successful student loan repayment possible, in partnership with private lenders and the U.S. Department of Education.

To ensure the website experience was exceptional, Great Lakes required a solution to observe users’ web sessions. Great Lakes wanted the ability to determine points of struggle in terms of page flows and navigation of their website.

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ACHICA UserReplay

ACHICA

Retail

ACHICA is a free, members only online retailer, offering selected luxury furniture, homewares and accessories at a reduced price. ACHICA specialise in daily ‘flash sales’, which last for a maximum of 5 days.

They needed to understand their customer’s shopping experience so they could grow sales and improve satisfaction. ACHICA chose UserReplay to help achieve this.

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MUSTO UserReplay

MUSTO

Retail

MUSTO is an international sailing and country sports brand established in 1965 by Keith Musto, with a history of innovation and leadership in developing kit for sportspeople and teams on the water.

MUSTO wanted to improve overall conversion levels and gain visibility into their customers’ experience online. The ecommerce team also wanted a better idea of why customers were dropping out, particularly at the checkout stage. After previously using Google Analytics, they knew which pages were abandoned, although it wasn’t clear why.

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Cofunds UserReplay

Cofunds

Finance

Established in 2001, Cofunds is the UK’s largest independent platform for financial services, it accounts for 22% of the UK platform market and has three core propositions called Investor, Wealth and Enterprise, which provide five services for a mix of Finance and institutional clients.

Cofunds invested in UserReplay to continually enhance customer service and the performance of their platform.

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Direct Ferries UserReplay

Direct Ferries

Travel

Direct Ferries is Europe’s leading ferry ticket retailer and one of the UK’s foremost independent, specialist travel providers offering instant, real time access to thousands of scheduled crossings both on and offline.

With online bookings being so large, Direct Ferries realized the value of maximizing customer conversion and understanding their customers journeys. They wanted to have visibility of any barriers to customer conversion so bugs could be fixed as quickly as they occur. UserReplay offered clear session replay and easy to use functionality for better value.

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