Glassbox and the Session Replay Frontier

Glassbox and the Session Replay Frontier

by Uri Dorot Posted on Nov 26, 2019

Session replay may be a relatively new customer experience technology, but that doesn’t mean it hasn’t evolved since its initial entrance into the field. Let’s discuss how to identify the latest features worth watching for when selecting tools for customer optimization

Understanding Session Replay

First of all, what is session replay? This type of software enables you to better understand consumer behavior by creating website session recordings to capture each action taken within that customer’s journey through your website or mobile application. Website session replay creates a new way for customer experience teams to gain insight into what a customer is struggling with, and also provide potential insight into incomplete purchase transactions, abandoned sales carts, and lost revenue – empowering strategic change based on high quality business intelligence to improve your business’ profit margin. By using these tools to study consumer behavior, companies can make informed decisions, build positive relationships with clients, and optimize their customer experience practices across the organization.

Going Deeper: Features and Functionality

While session replay may seem fairly straightforward, there are a few key features that not every website session recording is able to provide – and those makes a difference! 

First, make sure to choose a software that is recording 100% of customer sessions to ensure that you have access to all of your data – not just occasional glimpses into the customer experience. Don’t miss out on the opportunity for customizer optimization that having all sessions recorded can provide. Along with that, it’s critical to record both web and mobile sessions. The mobile customer’s experience might be totally different, and you need to stay focused on both aspects of your business in order to successfully improve the overall user experience to build client loyalty and trust. We know one thing for sure: Mobile technology isn’t going away, so session replay tools that are only looking at the web-based interactions are missing half the story. 

Second, prioritize having real-time recording and playback capabilities! This can be absolutely invaluable to your customer service and technical support teams. By utilizing this feature, it’s easy to see what issues a client is experiencing in real time, right alongside them, ensuring that the person they’re speaking with has seamless insight into the best way to solve the problem occurring while addressing any potential user errors. Live session replay can reduce frustration on both sides to support more positive interactions and faster, more effective resolution. 

As session replay has evolved since its original inception, technological advancement has made the potential impact of these tools more effective than before – so it’s important to choose a software solution that has kept up with the times.

Our Mission at Glassbox

We’re committed to providing the latest tools and software solutions, with all these features and more. Our goal is to support you in implementing technology that changes your business practices for the better, and helps you even go beyond the great service your company already provides. To learn more about Glassbox session replay tools and schedule a free demo, contact us today!

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