World’s largest youth travel company uses insight from customer journeys to find and fix website issues

3rd February, Reading, UK – STA Travel, the world’s largest student and youth travel company, has selected UserReplay, the digital customer experience management experts, to achieve complete visibility of customer interactions across its global websites and use this insight to improve conversion rates.

UserReplay was selected for its ease of deployment and the flexibility to be used by multiple teams. It provides access to customer data in real time with proactive alerting, enabling the eCommerce team to identify and resolve issues on the sites quickly.

UserReplay is deployed across STA Travel’s websites in multiple regions around the world. STA Travel has provided access to multiple departments beyond the eCommerce team. The wider business can therefore use the data gathered from customer sessions intelligently to develop strategies based on customer expectations and experiences.

Kate Howard, Group Customer and IT Operations Director STA Travel, commented: “STA Travel customers are web-savvy, global travellers. Complete visibility of their interactions across our global network of sites is essential to meet ever-changing expectations. UserReplay not only provides this data but allows us to be agile in our response, and resolve any given issue in real time. We plan to use the data across our whole business to ensure our strategies align with our customers’ needs, and ultimately increase conversions.”

John Thompson, CEO, UserReplay comments: “A positive website experience benefits the customer and the business. By gathering insight on the user journey, businesses have a much closer understanding of their customers’ needs and expectations. This insight can then be used to identify and remove barriers to conversion, and ultimately increase conversion rates and the likelihood of a longer term relationship with the customer.