At least 1.66 billion people globally purchased goods online in 2017, a global sale amount of $2.3 trillion. This growth is projected to hit the tune of $4.48 trillion by the year 2021, proving that critical purchase decisions are increasingly being made online.
The race for meaningful engagement through a personalized and optimized customer experience has never been so vital as it is today. What happens when your customers visit your platform has primarily been a dark affair, with tools like Google analytics only providing primary metrics to gauge human behavior.
Discover customer behavior with session replay tools
Imagine that a potential customer has visited your website and has dropped off. Wouldn’t you want to know why they declined to enter their payment information, even after signing up for an account? Was there any missing or unpleasant information on your pages? These questions can be answered through the use of session replay tools.
Metrics like bounce rates, time spent on a page or clicks cannot conveniently convey your customer’s behavior. Yet this understanding of the nuances of response is key to optimizing the customer experience.
Session replay tools can explain why your customers abandoned that cart at the till. A session replay or playback will provide an accurate and in-depth insight into your potential customer’s behavior; a virtual mind reading session.
These replays also provide data on activity like mouse movements, scrolls, idle time and taps. Session replays are not actual video recordings on your website. These tools instead reconstruct your customer’s journey when on your platform to provide rich and meaningful data.
These tools accord the e-commerce store owner the opportunity to watch and see what provides interest to customers, something brick-and-mortar store owners also use to their advantage. This, in turn, can help them make adjustments that will lead to more sales.
Benefits of session replay tools
- They can help to boost your platform’s conversion rates
By pointing out areas that your customers may be encountering bugs or frustrations that prevent them from converting, you can tweak your platform and make it more pleasant to shop in. - They can point out the not so good UX designs
If there is an eyesore on your platform that is continually an impediment to navigation, it will cause your customers to abandon your webpage. Session replay tools will assist to eliminate such factors to enhance navigation and cross-platform display issues. - To assist you to track down those pesky page problems
A fantastic has to be optimized to eliminate errors continually. Session replays can pinpoint slow page loading problems, hidden call to action buttons, broken links, and malfunctioning forms. - They can help improve customer support
If you have a disgruntled customer on your hand, you can access their replay sessions to understand their frustration better. This will assist in resolving issues better and faster.
