21 February 2014, Reading, Berkshire: UK-based startup UserReplay has signed a two-year deal with online ferry booking service DirectFerries.com to help it fix bugs on its website and increase customer conversions..

UserReplay’s product helps companies with e-commerce channels understand the difficulties that their customers face when using their websites – such as poor usability and navigation – so conversion rates can be improved. Acting as a black-box recorder, UserReplay tracks customer journeys through an e-commerce website so users can see exactly what each customer has done.
DirectFerries.com handles 1.5 million bookings every year, working with more than 90 ferry companies and covering over 1,400 ferry routes and more than 400 ferry ports worldwide. The largest reseller of ferry tickets in Europe, the site is available in 18 different languages, with more in the pipeline.
The deal will see UserReplay integrated into DirectFerries.com across all territories within the site’s booking engine, tracking all customer journeys on the site.
Anthony Ritchie, CTO of DirectFerries.com, said: “Quickly identifying bugs and other barriers to customer conversion is crucial to our business. We have integrated UserReplay into our core system to make sure no bug goes unnoticed.”
“Integrating UserReplay was a simple process and the company has been on hand to help us with any issues that we encounter – we have found them to be very reactive to our needs, in turn helping us meet the needs of every customer that comes to our site,” he continued.
John Thompson, CEO of UserReplay, said: “UserReplay is very pleased to be working with DirectFerries.com. We aim to offer our customers a high level of service, not only when integrating the UserReplay product into their systems, but throughout the lifetime of our partnership.” “We see customer support as part of the deal, working with them to meet their needs and being flexible enough to give them help exactly when they need it,” he continued. In December, UserReplay closed a seed funding round of $500k to bring the total funding raised by the British company to date to $2.5m.

About UserReplay

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.

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