UserReplay’s Customer Experience Management SaaS selected to improve customers’ digital experience
February 23, 2016, San Francisco, CA – UserReplay, the digital customer experience management experts, today announced that home furnishings retailer, Crate and Barrel, has selected its Customer Experience Management software-as-a-service (SaaS) to deliver detailed insight into customer experiences across its digital environments. With UserReplay, Crate and Barrel can protect revenue by prioritizing issues and solving them quickly based on individual customer experiences.
UserReplay is a Digital Customer Experience Management (CEM) software solution that provides detailed analytics on the digital customer experience. It allows users to drill down into session replays that are most interesting and relevant to them. This allows online retailers to discover issues that prevent users converting and to quantify the impact of these issues. For eCommerce companies this is invaluable as it enables them to improve conversion rates, find and fix site bugs, resolve customer disputes, recover abandoned baskets and prevent fraudulent transactions online. UserReplay enables Crate and Barrel to analyze data captured about customers who experience issues, and prioritize the issues that need to be addressed based on areas impacting revenue the greatest.
Crate and Barrel Site Analyst, Melissa Gemmel, said: “Our goal was to find a tool that required minimal internal maintenance so we could focus on updates and enhancements to our digital environment. It was also important that our administrators were able to fully manage the tool, and that program updates didn’t need to be assigned to or prioritized by other team members.”
Following a pilot project, the retailer selected UserReplay’s SaaS solution. UserReplay technology has been deployed across the Crate and Barrel, CB2 and The Land of Nod brands. Gemmel continued, “UserReplay provides insightful reporting in addition to the individual replays of how our customers are experiencing our websites. This ensures we can identify potential customer issues quickly and then drill-down to the detail of individual journeys.”
John Thompson, CEO, UserReplay, said “Crate and Barrel is a great example of a retailer using our customer experience management SaaS to gain valuable insight into what eCommerce customers are actually experiencing, and using that information to protect and grow revenue. UserReplay is easy to deploy and use so retailers can quickly identify, diagnose and correct barriers to conversions including usability problems, confusing business logic, technical problems and performance problems.”
The powerful functionality of UserReplay is available either installed on-premise using passive capture or on demand as a SaaS. Each approach has its advantages and UserReplay customers have a genuine choice in how to implement the customer experience management software to best fit their business requirements.
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.