Project Main Details
Instantly, Beth sees that UserReplay has discovered a segment of customers that are receiving an “Out of Stock” message upon checkout and then they are removing multiple items from their basket.
Beth would like to see what is happening to these customers and so she drills down into this segment to the actual customers affected and selects the customer at the top of the list.
She sees a time sequenced list of “events” that occurred during the users’ visit. So Beth can see that this user never completed their order.
Beth can now see how this customer was affected through their eyes. She can see they clicked the checkout button and were informed that one of their items was out of stock. However, the message does not indicate which one. She then sees the customer removing various items hoping to find which is out of stock. Eventually, though, frustration gets the better of the customer and they leave – a potential $xxxx (value TBC) sale lost.
Beth immediately bookmarks this visit so she can share it with Mike, her application development team lead. However, before this issue is prioritized for resolution, Beth wants to know how much this specific condition, if resolved, could add to her bottom line. She looks at her monetization report in UserReplay and can see instantly that the “Out of Stock Message” is the top revenue improvement opportunity today and, if resolved, could provide an additional $1.5m of revenue annually based upon the number of users affected.
Beth calls Mike and asks him to prioritize and immediately resolve this issue. Even better – she tells Mike she has bookmarked an example for his team to view the journey from the customer’s point of view.
Mike is able to view that specific user’s journey from start to finish including all pages views and clicks, thereby pinpointing how and where this issue can be remediated.
This was just one example of how UserReplay helps Beth manage her digital customer experience and deliver revenue.
Contact us today to find out how UserReplay can do the same for you.
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