The British heritage brand selects UserReplay to understand the truth of its customers’ online experiences
7th October 2015, 2015, Reading, UK – Hunter, the British heritage brand renowned for its iconic Original Tall boot, has selected UserReplay, the digital customer experience management experts, to help the brand improve the online customer journey, conversion and overall customer satisfaction on its e-commerce site.
UserReplay will be integrated into the global Hunter website www.hunterboots.com, and will enable Hunter to truly see how customers interact online by understanding customers’ interactions. By gaining this insight, it enables the brand to identify any barriers to conversion and quickly resolve these issues, improving the overall experience for the customer.
The integration forms part of a wider company strategy for the luxury retailer to take the 160 year old brand forward. Alongside planned expansion in the footwear business and developing new opportunities in outerwear, the company identified the need to have a closer understanding of customer interactions with the brand online.
UserReplay will give Hunter the capabilities to capture and delve deeper into the customer journey in real time, therefore identifying and resolving any issues quickly. The data that can be extracted will allow Hunter to develop specific e-commerce strategies to maximise customer loyalty and improve conversion rates.
John Thompson, CEO, UserReplay Ltd comments: “The bar is set high for the experience customers expect on a luxury retailers’ site, it has to replicate the type of experience they’d receive in store. Therefore understanding interactions is paramount. By looking at a customer’s journey in more detail it enables a brand, such as Hunter, to resolve online issues and improve the website experience. This will ultimately lead to an increase in conversions.”
Hunter is a British heritage brand, holding two Royal Warrants of Appointment to HM The Queen and HRH The Duke of Edinburgh. Founded in 1856, Hunter continues to evolve building on its history of innovation and pioneering design.
UserReplay’s customer experience analytics solution enables businesses to discover the truth about their customers’ digital experience. It combines replay of customer journeys with sophisticated analytics that identify customer struggles and monetizes their impact. This helps improve conversion, resolve technical and usability issues more quickly, recover lost customers and prevent fraud.Aimed at medium to large enterprises with digital channels, UserReplay has the flexibility to be deployed as SaaS or installed software. Leading brands all over the world rely on UserReplay to improve the quality of the website experience for their customers and increase revenue from their digital channel. The company has raised over $10M in funding to date from EC1 Capital Ltd, Episode 1 and others.