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Discover Customer Experience Management.

Why Choose UserReplay?

  • Quantify and monetize customer struggle based on insight rather than guesswork
  • See your users online experience from both a visual and technical perspective in real-time
  • Get the visibility, insight and understanding to radically improve conversion and increase revenue
  • Identify, quantify and fix website usability, technical and performance problems
  • Available as Software as a Service (SaaS) or On Premise

Key Features

Event Based Analytics

Identify customer experience issues and why customers struggle on your website.

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Monetization and Conversion Analysis

Understand why customers don’t convert and quantify the revenue impact of conversion issues.

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Customer Experience Scoring

Measure the quality of customer experience – both for the website and individuals

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Form Analytics

Uncover why customers struggle with forms and what causes them to abandon

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Real-time Dashboards and Alerts

Identify alarming trends and minimize lost revenue when unexpected problems occur.

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Visual Replay of User Journeys

See how customers interacted with your site and any barriers they experienced.

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Identifying Your Website’s Conversion Barriers

Event Based Analytics

It is essential to identify and quantify conversion barriers that are causing your customers to fail. UserReplay’s powerful analytics direct you to the session replays of struggling customers to reveal the issues they are having.

The analytics are powered by flagged events that are triggered by the occurrence of specific activity in a journey. This could be steps in your checkout, error messages or even struggle behavior such as multiple logins. Flagged events are created within the UserReplay portal without the need to deploy custom tags on web pages.

Monetization and Conversion Analysis

Conversion funnels in web analytics solutions are often used to understand where customers abandon website processes. However, these solutions will not uncover the reasons WHY customers abandon? UserReplay provides the ability to immediately drill into abandonment reasons and, ultimately, replays of abandoning sessions to understand why they fail to convert.

When conversion issues are discovered, the next question will be “What is the impact on our business?”. UserReplay’s groundbreaking monetization report provides immediate insight into the real financial impact of issues and allows easy prioritization of resolutions.

Customer Experience Scoring

UserReplay’s groundbreaking customer experience scoring provides an easy way to measure the quality of experience on your site. Each individual customer accumulates struggle and success scores through their journey. These scores are also aggregated across the whole site. This means you have an at-a-glance summary of customer experience on the site and can identify potential issues quickly – before you lose significant revenue.

In addition, you have visibility of the individual customers that are struggling most on the site. This provides an early warning of issues that might be affecting other users – which you can then quantify and monetize. You could also initiate customer service activity in real-time to assist struggling customers and attempt to recover sales that would otherwise be lost.

Form Analytics

Forms are a common area of struggle on websites. Your customers may find themselves being blocked by issues such as poorly configured validation, mandatory fields not accepting certain values and form controls not working on particular devices.

UserReplay’s form analytics capability reveals the struggles your customers have with forms. They provide insight into overall form conversion rates, field abandonment, field duration, field re-entry and more.

UserReplay’s JavaScript tag will automatically recognise forms on your site and the form analytics are updated in real time. This ensures you are able to address form conversion issues quickly and based on hard facts.

Real-time Dashboards and Alerts

UserReplay can identify and alert on customer experience issues in real time. The real-time dashboard provides a single view where you can get instant visibility of alarming trends. In addition, UserReplay will send you email alerts when KPIs fall outside of their normal range. This enables lost revenue to be minimized by ensuring issues are flagged up as they happen.

The real-time dashboard comprises configurable widgets that can display a variety of metrics. The arrangement of these widgets can be customized for individual users or user groups to ensure they have the information they need at their fingertips.

Replay of User Journeys

UserReplay provides a variety of different ways to replay a visitor session and these replays are available in real-time, both for desktop and mobile visitors.

We provide you with the ability to intuitively tread step by step through the customer’s journey and see how they interacted with the site – including any barriers that they experienced.

As shown in the example, we provide you with a very clear trail of every click (highlighting the button in green) and every form field and selection made (highlighted in yellow). This enables you to see what the visitor does and sees.

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Who uses UserReplay and Why?

  • E-Commerce – Increase conversion, order size and retention
  • Marketing/UX – Diagnose and remove conversion barriers
  • Customer Service – Shorter call times, Resolve disputes and escalate appropriate technical problems
  • Web Ops/ Infrastructure – Identify and resolve performance and infrastructure issues
  • IT – Replicate and fix technical problems
  • Compliance – Reduce fraud and increase auditability