![]() When users fill in contact forms or place orders, they assume that your company can be trusted with their information. Sounds tiring, doesn’t it? Unfortunately, this is just one of the various reasons why session replay tools aren’t the best option for many businesses.ĥ Reasons Why Session Replay Tools May Not Be the Best Choice for You You may have noticed that all of these use cases involve analyzing sessions one by one. This helps them optimize the onboarding experience and increase feature adoption. While watching, they can recognize features that are ignored, points of confusion, and behavioral patterns. So, when businesses notice that a new customer hasn’t adopted its product, or when a new customer churns completely, they can watch their onboarding session and see what went wrong. That said, not all onboarding experiences are successful in educating and retaining customers. By increasing feature adoption, you also increase the chances of retaining a newly acquired customer. Onboarding sessions aim to educate customers about your product so that they make full use of its features. Used to Improve the Onboarding Experience Companies that invest in session replay tools identify users that have dropped off at a certain stage, and then watch their sessions to see what went wrong during their journey to prevent more prospects from dropping off. There are leaks in almost every stage of your business’s acquisition funnel. Used by Marketing and Sales Teams to Improve Conversions This is also an advantage for customer support teams since they get an understanding of the problem a customer is facing by watching replays. Product teams don’t have to spend time locating and understanding the source of the problem when they can see the issue in the session replay. Sometimes using session replay tools is more effective than using bug reports filed by users. The replay tools can show teams which version is more successful in leading a user to complete a certain action. For example, replaying a session may reveal that users skip CTAs because they’re placed too far down on a web page and users don’t scroll that far.īy using these sessions, UX teams can also perform A/B tests and try out new versions of a page or product. To improve customers’ experiences, UX teams can watch user sessions and pinpoint any pain points in a product or web page. Used by UX teams to improve customers’ experiences Why Do Companies Use Session Replay Tools? Instead, they track customers’ actions and allow users to view each interaction.Įach session belongs to a real user and their unique experience, so businesses need to view individual replays to get a comprehensive idea about their customer base’s overall experience and behavior as they go down the funnel.īut why would businesses spend their time searching through customers’ sessions one by one? Below are some of the reasons why. The behavior recorded by replay tools includes mouse movements, clicks, scrolls, on-site navigation and more.Ĭontrary to popular belief, the majority of these session replay tools don’t take screen recordings of customers’ actual journeys. Session replay tools record customers’ actions and recreate the digital customer journey by reproducing them in a video format. Keep reading to learn why session replay tools are used and a few reasons why they may be risky or ineffective for your business. And, only 5% of these respondents said that they have a synchronized approach when it comes to analyzing journeys.īusinesses use session replay tools to solve this problem, but this doesn’t necessarily mean that your company must also be investing in one. ![]() In fact, 50% of respondents in a recent survey agreed that they struggle to understand the connections between touchpoints in customer journeys. Understanding customer journeys is one of the biggest challenges marketers face today. ![]()
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