Session Replay and How It Helps Identify Problems on Your Website
Session replay is a common term that has been regularly used in digital marketing industry. Basically, this is the ability to replay a website visitor’s journey either through mouse movements, clicks, and forms.
The chief objective of session replays is to accurately identify the main obstacles in the conversion process and help organizations in offering better services.
Essentials of a session replay
First, comprehensive session replays must be comprised of mouse clicks, mouse movements, and forms if it’s going to give you the whole picture. It must also show page scrolls as well as the specific characters filled up in the forms.
In addition, a good session replay should accurately display the layout, design and all content of the pages being replayed. Today, the websites are personalized to make them easy on the audience and as such, the replays must show the exact information on each page if you want to make any meaningful deductions.
The speed at which the website visitor interacts with content on the website is critical to understanding points where customers are experiencing a difficulty. Therefore, it’s important that you replay the sessions at the same speed that your visitors accomplished the tasks on the web page.
Points of struggle on your website
You need to be well versed with the exact points of struggle for every customer who visits your website. It’s common to see that these are the exact points that potential clients get frustrated and move to your competitor’s website.
Traditional tools used for analysis can be quite useful in showing you the hints but they perform poorly when it comes to offering insights on the reason behind the customer struggles. Basically, it’s impossible to come up with a good solution when you have no idea about the cause of the problem.
If you are a big retailer, lowering the rates of cart abandonment can result in significant improvement of revenue for your site by the end of the week.
With modern tools, you can clearly understand the reasons behind customer frustration on your website. This is made possible by capturing every click, keyboard stroke and form on the website and the data is used to make an accurate reconstruction of the customer experience on your website.
As such, it’s easy to identify any technical issues that may have contributed to customer frustration. At times, it can help you realize issues with your website that you were previously clueless that they existed.
Important features
Normally, a good session replay tool will always record every move a customer makes on the website. However, you don’t have to do the donkey work to watch all the recorded sessions. All you need to do is configure some automatic responses that can easily identify specific customer behavior and give you some alerts.
For instance, you can set up the alert system to notify you every time a customer on the site views the payments section multiple times. Normally, this can insinuate that they are having problems at that stage and you can quickly check to see if there are any technical issues with the page.
