Performing user research through session replay could actually earn you money. Seriously. Studies show that customers are willing to pay more for a good experience:
- 43% of consumers would pay more for greater convenience.
- 42% would pay more for a friendly, welcoming experience.
- 65% of U.S. customers find a positive experience with a brand to be more influential than advertising.
But how can you know whether you’re offering a convenient, friendly experience? How can you find the source of your customer’s issues without seeing them firsthand? You need user research. And that’s where session replay comes in. With session replay in your helpdesk platform, you can transform your customer experience and drive revenue.
What is session replay?
What it is:
Session replay is a tool that shows you video-like reconstructions of a user’s journey through your website or app. By using session replay, determine what does and doesn’t work well for your customers. Within customer support, it’s also valuable for recreating an issue. Thus, you can accelerate the troubleshooting process.
What it’s not:
You’re not crazy if you think that session replay is a video or a screen recording. It’s an understandable misconception. In fact, when you watch a replay, you’ll even see a mouse moving around, just like it’s a screen recording. But session replay isn’t a literal recording of a user journey. Instead, it’s a reconstruction based on data the tool collects about your user’s actions. Session replay tools capture patterns of user behavior.
So you can watch user behavior – what does this mean for your team? In a sense, session replay technology enables your team to gather data-backed feedback. With it, you can assess product issues without taking your customer’s valuable time.
3 main benefits of session replay
Every customer success and support team hopes to know what their customers think. That’s why both direct and indirect customer feedback is incredibly valuable in shaping the future of your product and service strategy.
Without this feedback, you won’t know if you meet the needs of the people you exist for — your customers. You won’t know if they use your product as intended or if they even want to continue doing business with you. You won’t be able to proactively pinpoint customer issues.
Direct feedback in the form of surveys or customer interviews offers rich information. But indirect feedback – as with session replay – allows you to use the existing data in your product and helpdesk to improve your services.
Session replay has many benefits, but we’ve narrowed it down to 3 primary buckets of benefits.
Session replay helps you to:
1. Understand customer behavior and interactions.
One of the most significant benefits of session replay is that it allows you to understand customer behavior and interactions. By observing customer behavior, you can understand exactly how your customers use your product or service. With this tool, see firsthand what customers do when encountering an issue. Or, watch where they have difficulty navigating your website or app. This foresight can help your product team improve the product. Or, they can use it to innovate future features.
Data-backed feedback helps you make more informed decisions about how to improve the customer experience. Watch a session replay to identify your product’s usability issues and pain points. With this info, your support team can proactively address customer frustrations, and your product team can improve the user experience.
2. Gather customer feedback and sentiment analysis.
A crucial first step to creating a good customer experience is to first capture user frustrations and satisfaction. Session replay is the perfect tool for this. With this tool, pinpoint precisely where customers are getting frustrated or having trouble. Use session replay to help your support team identify problems and troubleshoot with customers. When they can see firsthand what customers experience, your support team can solve problems much faster. Or, use session replay to identify what self-service tools your customers gravitate towards. Use this data to build a more effective knowledge base or helpdesk for your customer base.
In the end, gaining insights into customer feedback and sentiment helps your team determine if customers enjoy their experience with your product or service. Are they pleased enough to recommend it to others? Ultimately with this data, you can drive your support and success strategy more effectively.
3. Optimize your conversion rate.
Session replay gives you an idea of the customer’s journey through your website or app. Use this data to optimize your website or product design for maximum conversion rate. You can develop more effective buyer journeys and tailor experiences for different types of customers.
By understanding what users are and aren’t doing, session replay helps you see how well — or poorly — your website or app performs. What might be causing prospects to abandon your site before converting? What works well on your website to encourage customers to make a purchase? With this data, you can optimize the user journey and boost your conversion rate, driving more revenue for your business overall.
Using session replay in your helpdesk can increase efficiency and boost your customers’ experiences with your product or service. With this kind of customer data, help your team maximize customer retention and drive more revenue.
Looking for a helpdesk solution? Try Capacity for free today, or request a personalized demo!
