14 July 2015, Reading, UK: SuperBreak, the short break specialist, has selected UserReplay, the digital customer experience management experts, to help reduce purchase abandonment by capturing session data to identify and resolve issues that may be impacting the customer journey on their website.
Prior to the integration of UserReplay, SuperBreak was reliant on basic industry tools comprising: web analytics, sampled synthetic application and performance monitoring. SuperBreak will be using UserReplay’s on-premise technology, which will enable the e-commerce team to extract interactive information on every user on their website and analyse against internal system data.
UserReplay captures both front end traffic from www.superbreak.com and back-end XML traffic, to give a holistic perspective of customer request translated through to multiple supporting providers, such as accommodation and transport providers.
David Anderson, IT Director, SuperBreak, comments: “Booking a short break can be time consuming and our objective is to offer customers the simplicity of booking every element of their trip in one place. To make this process as seamless as possible a deep understanding of customers’ interactions with our website and barriers to conversion is vital. UserReplay is the only solution that allows us to capture front and back-end data traffic, giving us a complete picture of the customer journey.”
John Thompson, CEO, User Replay comments: “In an online environment customers are only ever one click away from a competitors’ website, with little patience for slow performance or unclear operation. For a specialist such as SuperBreak that thrives on providing a seamless booking experience for all elements of a short break, it’s critical to be responsive to any issues customers are experiencing on their website. Resolving these issues quickly will have a direct impact on conversion rates.”
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.