Where can session replays be used?
Session replays can be used in a number of ways as they contain rich insights on user behavior. They are mainly used to improve website conversion rates, make better products and provide excellent customer service.
Boost conversion rates
To make the most out of your incoming traffic, you are bound to adopt some CRO techniques like A/B testing and analyzing website heatmaps. Session replays provide inputs for your conversion experiments by helping you understand what needs to be tested based on your visitors’ interaction. It also sheds light on where your visitors encounter issues, what prevents them from converting or what frustrates them. By tweaking these areas, your conversion rates can improve while simultaneously pleasing your visitors, thus making it a win-win situation.
Identify bad UX designs
Good designs are seldom noticed. It is only the bad ones that are detected spot on and are often eyesores. Bad UX designs apart from frustrating visitors, make your websites extremely hard to operate or navigate. This results in your visitors abandoning your site once and for all leading to poor conversions and high bounce rates. With session replays, you can
- Understand how different design elements work best across different audiences, devices, resolutions, browsers etc.
- Identify bad UX designs and poor navigation across your website.
- Detect the areas of your website that exerts a cognitive load on your visitors and eliminate them.
Track web page issues
A perfect website doesn’t exist. The next best thing you can do to achieve a perfect website or a web page is to continuously optimize it and ensure that no errors occur. Session replays can identify issues with page loading time, broken links, hidden CTA buttons, form related issues and more. Session recordings give a crystal clear view of the areas where your visitors’ interest drop-off on your web page.
Solve onboarding challenges
In Saas, once your visitor has converted into a customer, the next logical thing would be to onboard them into your product. Poor onboarding results in customer churn ultimately leading to revenue loss. Session replays help in onboarding by
- Tracking user behavior patterns
- Detecting the most used/ignored product features
- Identifying interest drop-offs, thus reducing churn
Discover feature adoption
So you’ve released a feature that you’re excited about. You are very sure that your customers would be pumped as much as you are about this feature, only to find out your customers hardly use it. Sound familiar? Instead of getting hysterical and dejected, you can use session replays to witness how your customers play about with the newly introduced feature. If your session replay tool can provide custom segmentation of your users like Freshmarketer does, it becomes even more easy to understand the value of that particular feature to a particular audience. In this way, you can plan your promotions accordingly while increasing the discoverability of your new feature.
Improve customer support
You do not want to get on the wrong foot with an already frustrated customer. With session replays, pacifying a disgruntled customer can now be a breeze. The session recordings provide you with a context of your customer questions even before you ask them. In this way, you get to resolve your customer issues quickly and efficiently without having to go back and forth on these issues.