UserReplay has just launched an integration with Digital Intelligence Vendor, New Relic . The New Relic Partnership brings new insights for both IT and Digital, helping all focus on the customer.

Why Bring New Relic’s APM together with UserReplay’s online CX suite?

The move to cloud based, multi component applications offers great benefits but makes understanding the Customers’ Experience, a strategic differentiator, ever more challenging.

The Current Landscape

Let’s look at two tool sets that commonly work together in the online world.

Web Analytics is the collection, reporting and analysis of website data. IT, use APM solutions, such as New Relic, to ensure each part of the application and infrastructure is performing well.

But there is a gap, that of Customer Experience Analytics, where the multiple categories that affect CX (other than performance) can be seen, quantified, understood and actions taken.

A customer experience analytics solution, sees the items that web analytics and APM tools don’t see.  It helps all teams view these items from the customers viewpoint, by replaying sessions and  then analysing the scale of the struggle. UserReplay goes a step further, as it also looks at the monetary value, and provides the data needed to help teams take action quickly.

We call it Discover, Monetize and Optimize the Online CX.

As a stand-alone offering, UserReplay has delivered millions of $/£ in increased revenue to its customers. The events and alerts, like those of New Relic, enable UserReplay to tell customers when something material is happening, research the cause and take action. But as a stand-alone offering, any in-house silos are still an issue.

So – How do you Ensure Teams Share and Act on Key Customer Insights?

It is for this reason that our integration to New Relic has been built.

UserReplay can already use a segment from a web analytics tool as a query.  Now that same approach allows UserReplay to bring New Relic data into UserReplay to better understand the factors present in the question being asked.

This also allows New Relic to query UserReplay to understand and see the Customers’ view of a New Relic alert. This means that the need for teams to describe, recreate, prioritise and act upon factors that impact your online CX have been automated, the guesswork and confusion removed and the silos diminished. This enables you to act at speed for those factors that are proven to be losing you money.

So, Why is this Important?

As all businesses effectively become software companies (just with different products available), it means the traditional approaches and silos we have used need to change along with our companies. This need is recognised by all key analysts firms and Forrester are saying “Digital performance management is APM with a companywide perspective. It goes beyond APM by managing performance in a customer and business context.”

Digital Perfomance Management

One Customer View

A recent customer meeting got me thinking about how, as businesses, we make our lives more complicated than they need to be, especially in e-commerce.

The meeting was with a global company that offer many ranges of products that we all have in our homes.  In the room were the marketing, product, sales and customer service leads for each of the 5 divisions … so 20 people.

I described a scenario where I had a number of their products in my home, but many I did not, and that I had an issue where A and B were not working. My questions was, who owns me as a record? and who should I speak to?

17 hands went up (it was the customer service folks for the 3 divisions I didn’t own a product of that stayed down).

I understand their response, but I am one person and to me they are one company. Please don’t dissect me according to your departments!

And yet that is how we operate every day, many stakeholders, all with their own KPI’s and tools and typically operating is silos – and where the one most important view, that of the customer, is typically not known and so cannot be used.

The NewRelic Partnership and integration breaks down these traditional silos and help all focus on one view of the customer. It helps IT visualize the customer impact of performance issues, and helps all work together to identify and resolve high priority issues quickly.

If you’re interested in understanding more on the New Relic Partnership and see some real user case scenarios where the resolution process is improved  then please read the DPM white paper or get in touch.

 

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 product development and to build on our growing presence in the US market.

We expect 2016 to be a key year for the CEM space – we know the sector is rapidly growing. Our recent Counting the Cost of Not Knowing research showed 76% of eCommerce brands in the UK and US plan to increase investment in online channels over the next 12 months. However, we also know that 85% of these eCommerce leaders have challenges in understanding why customers struggle in their online channel. With customer experience being a key battleground for online companies, it is logical to assume that a proportion of this online investment will be directed towards improving visibility into customer behavior and struggle.

We are at the forefront of this market growth, proven by the confidence our customers and investors have in our products and strategy. CEM is fast becoming an essential part of the digital marketing ecosystem and, with this additional funding, we have the resources to fully exploit an exploding market. Ultimately, this means we will help more eCommerce brands improve their ability to discover, visualize and monetize customer experience issues so they can improve conversion and protect their brand.

In the last year we have brought to market a number of key innovations. We delivered the first event based CEM Analytics solution on a SaaS platform. We also pioneered a capability to score the overall quality of experience on websites, thereby providing an early warning if customer experience degrades. The new investment, along with our in-depth understanding of the eCommerce industry and our customers’ challenges, will enable us to develop further innovations that will be game-changers in the CEM sector.

In addition to funding from leading investors, we have secured over $350,000 from Innovate UK, the UK’s innovation agency supported by the British Government. This is in recognition of User Replay’s innovative approach and to support our efforts in driving the CEM market forward with new advances.

We’d like to thank our major investors: Longwall Ventures and existing investors Episode 1 Ventures, EC1 Capital and FSE for their support and understanding of what we are working to achieve. With their help, it enables us to take User Replay into its next phase of growth.

John Thompson, CEO, UserReplay

Cartoon frustated business man in front of his computer

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 able to easily complete online forms for any brand, anytime, anywhere. We have outlined below some of the common issues that cause customers to struggle when completing online forms:

1. Fields that do not accept special characters

It’s a challenge for brands to cover all the bases here but there are some common errors we see arising again and again. For example, town fields that do not accept certain types of punctuation such as a hyphen. The people of Weston-Super-Mare struggle a lot!

Similarly, this applies to name fields where apostrophes and hyphens are not accepted. For example, names such as O’Neill would not be accepted as valid. Rather ironically, the founder of the worldwide web, Tim Berners-Lee probably has more than his fair share of frustrations trying to enter his surname as well!

2. Postcode vs. ZIP code

For non-US consumers, the dreaded ZIP code field often appears on forms. Most people try to enter their postcode but often the form field does not allow for enough characters or the right format. For example, UK consumers are typically used to writing their postcode with spaces.

3. Mandatory fields that are not applicable

Address fields are a minefield internationally. One of the most common issues is that the ‘state’ field often requires an entry but none of the selectable values are relevant outside of the US. Form fields need to be flexible depending on the country origin of the customer and need to ensure there is always a relevant option that can be selected – even if it is something like “outside US”.

4. Phone number formatting and validation

As with the punctuation limitations in names and addresses, the problems don’t stop with phone numbers. Entering international phone numbers often causes problems because of brackets and plus signs in front of the country code. Many forms are designed not to accept these characters which can be frustrating for users if they are used to writing their phone number in this way. Also, the field may be designed to accept numbers in a very specific format. We saw an issue at one of our customers where they were validating Republic of Ireland phone numbers against the Northern Ireland phone number format. Users in the Republic of Ireland could not progress through the form on this basis and sales were being lost.

5. Usability issues on mobile devices

As more and more of us use mobile devices to access websites, we are seeing frustrations with the ability of forms to work correctly on these devices. Elements that work perfectly well on desktop may not have been adapted to work correctly with touch screens. For example, have you ever been annoyed when trying to use a selector button that does not react correctly to touch control?

Whilst these issues seem straightforward and are often relatively easy to fix, many organisations just do not know their customers are experiencing them and, crucially, how much impact they are having on conversion. This is why UserReplay has introduced a new, fully automated Form Analytics capability to enhance our already powerful CEM solution.

The UserReplay form analytics capability is a “fire and forget” solution that automatically identifies forms and form fields in the page and captures key data about their usage. This data is then used to automatically populate form analytics within the UserReplay portal. These analytics include overall form completion and engagement overviews, actionable form conversion funnels and field drop-off analysis. The analytics can also be sliced by segments such as time and browser/OS platform. Of course, the usual benefits of UserReplay apply such that when form field issues are discovered you can use event based analytics to monetize the impact of these issues on conversion.

Form field fails could be costing your business significantly in terms of lost conversions. With UserReplay you can make form field fails a thing of the past! Find out more here.