A bit of background

Direct Ferries is Europe’s leading ferry ticket retailer and one of the UK’s foremost independent, specialist travel providers. They offer instant, real-time access to thousands of scheduled crossings both online and offline.

Their website handles 1.5 million bookings every year. Furthermore, it 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.

"Through the data we could extract from UserReplay, we were able to spot the cause and resolve it, directly resulting in a healthy increase in conversion rates."

Anthony Ritchie CTO

Success story

Increase booking revenue in excess of £1 million per annum

Resolved a costly issue regarding session timeouts, relating to specific devices

Increase the number of sessions making a booking by 1.17%

Decrease in timeouts across the whole site and all devices