Chances are that you’re tracking your website visitors en masse. You’re probably tracking acquisition sites, tallying up conversions and working to optimize your pages for the best success. But with all of that quantitative research, do you know about each individual user’s journey, and where they are struggling on your site? If not, you should check out one of our partners: SessionCam.
Jonathan Hildebrand, Brooks Bell’s Sr. Director of UX & Design, spoke at SessionCam’s user conference last week in Chicago. If you’re unfamiliar with SessionCam, the company began with a mission of building the best session replay solution on the market. Over time the solution has grown into a fully-fledged behavioral analytics solution including heatmaps, conversion funnels, form analytics and more.
We’ve been blown away by the machine learning algorithms which identify signs of customer struggle and frustration on a website. We sat down with Jonathan to ask him for a couple takeaways from the event.
As a UX expert, what do you appreciate most about SessionCam?
Where SessionCam really shines is in the qualitative data it provides, which can uncover major hurdles on your site in ways that quantitative data could never reveal. SessionCam’s recordings allow customers to watch a complete play-by-play of a visitor’s experience on the site, whether it’s through a mobile device or desktop.
What about specific to testing?
From a testing perspective, SessionCam can be great for post-test analysis since it allows you to watch videos from the live test experiences. The Customer Struggle Score is also a great way to understand where problems are occurring.
Any interesting case studies?
Definitely. One that comes to mind is a retailer that has a buy online, pick up in store (BOPUS) program. They were using SessionCam to uncover the source of order mistakes. When there was an error at pickup, they would go back and watch that customer’s online session to see if a problem occurred during the online order process and determine if there were any improvements they could make.
And you only need to check out their website to see the kind of value that SessionCam has added to many of the world’s leading brands.
If you’re interested in finding out more about SessionCam, give us a shout.