Solution Brief

Most CEA tools do not help the technology function. They do not surface technical problems, quantify them in revenue terms or provide enough data to diagnose the problem directly or interface into APM for resolution. A visual replay tool with no underlying data allows you to see bad things are happening but with no idea why. Digital experience monitoring is an availability and performance monitoring discipline that is implemented through the application of visualization, analytics and machine-learning functionality into a combination of datasets.

THE CHALLENGE

Application Performance Management (APM) solutions focus on application performance and bugs and not the broader customer experience factors that drive revenue.
There are many revenue sapping customer experience issues that do not show up in an APM solution. These issues often appear to developers as “expected behaviour”, falling between the departmental silos and having an adverse effect on revenue.

Download the Solution Brief now to find out how UserReplay is integrated with APM solutions which create a powerful DPM solution and:

  • Read 4 real-life scenarios where DPM is able to technical issues to real business metrics and solutions
  • How combining the solution with APM can bust silos and deliver additional revenue
  • Read why a Forrester analytics survey found that 43% of firms believe that correlating multiple digital data dimensions is beneficial to their business.

 

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Whitepaper

Download this whitepaper to learn:
  • The role of customer experience management and analytics in driving value for any mission critical website
  • How the latest customer journey analytics technology can boost sales, improve customer service and reduce fraud on websites.
  • and more!

 

Industry Report

Download this multi region research study and learn:

  • 85% of organizations say understanding why customers may struggle with their website is a current challenge.
  • Only 36% of organizations know what customers do on their website, and 35% know how the purchase process works from the customer perspective.
  • On average, businesses only think they know half of the customer difficulties experienced with their website.

 

Product Overview

UserReplay is a Customer Experience Analytics (CEA) solution for online businesses and e-commerce operators that will help you:

  • Track website user journeys in real-time
  • Quickly identifies issues preventing customers from completing their purchases
  • Take the guesswork out of problem solving by enabling online businesses to replay individual user journeys
  • See the exact problem that the customer was experiencing on their web page and learn how to fix it!

 

On-demand Webinar

Your website changes every day which making it hard to pinpoint what’s causing difficulties for your customers and preventing them from purchasing.

Watch the on-demand webinar to learn:

  • Key considerations for a smooth online journey
  • What drives a customer to purchase
  • How to identify online struggle and what you can do to address it
  • How Deliveroo are putting the above to work

 

On-demand Webinar

Your website changes every day which making it hard to pinpoint what’s causing difficulties for your customers and preventing them from purchasing.

Watch the on-demand webinar to learn:

  • Key considerations for a smooth online journey
  • What drives a customer to purchase
  • How to identify online struggle and what you can do to address it
  • How Deliveroo are putting the above to work

 

Case Study

Direct Ferries is Europe’s leading ferry ticket retailer and one of the UK’s foremost independent, specialist travel providers offering instant, real -time access to thousands of scheduled crossings both on and offline. DirectFerries.com handles 1.5 million bookings every year—working with more than 90 ferry companies, covering over 1,400 ferry routes and more than 400 ferry ports worldwide. It’s the largest reseller of ferry tickets in Europe and the site is available in 18 different languages, with more in the pipeline.

THE CHALLENGE

With the large volume of online bookings that is managed by the website, Direct Ferries recognizes the value of maximizing customer conversion and fully understanding the customer journey. They wanted to have visibility of any barriers to customer conversion (however big or small) and quickly fix bugs as they appear. Direct Ferries was already using a competitive solution that lacked critical visibility with replay. The web team put forward the business case to switch to UserReplay as it offered much clearer session replay delivery, easier to use functionality and better value.

Download the case study now to find out how Direct Ferries used UserReplay to improve the customer experience and:

  • Increase booking revenue in excess of £1 million per annum
  • Increase the number of sessions making a booking by 1.17%
  • Resolve an issue regarding session timeouts, relating to specific cellphone and tablet devices.

 

 

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Case Study

Great Lakes is a non-profit organization dedicated to helping make college a reality. The organization makes successful student loan repayment possible, in partnership with private lenders and the U.S. Department of Education. Great Lakes’ goal is to help students borrow responsibly, complete their education, and find repayment solutions that work for them.

THE CHALLENGE

Great Lakes has several million borrowers on its My Great Lakes Borrower website. Providing a world-class website experience that enabled its borrowers to be self-sufficient was critical to the organization. The company wanted to make the session replay analysis a self-service process, but the challenge was that the tool they were using was overly complex, requiring a degree of technical skills.

Download the case study now to find out how Great Lakes used UserReplay to improve the customer experience and:

  • Reduce turnaround time on support tickets
  • Monitor site activity immediately following an implementation of a new website feature to identify any potential performance or user experience issues
  • Deploy a CEM solution to significantly more internal users, which provides for increased self-service and greater adoption

 

Read the Case Study