The Value of Playback
- 1. SESSION REPLAY – PART OF THE WIDER ECO-SYSTEM
Session ReplayWeb Analytics
A/B Testing
CRM
Live Chat
VoC
- 2. SESSION REPLAY – AN ESSENTIAL SOLUTION FOR CEM
Source: Econsultancy - “Reducing Customer Struggle 2013”
60
46
40
37
33
33
27
25
24
22
13
34
50
53
60
61
59
61
64
62
63
66
3
7
6
8
12
10
13
15
21
Session Replay
Digital Analytics
Usability / Heatmaps
A/B and/or multivariate testing
Online focus groups
Offline focus groups / customer interviews
Online feedback forms and tools
Online surveys
Social media analysis / VoC tools
Reputation monitoring / social listening
Offline surveys
Very effective Quite effective Not effective
How effective are these approaches in helping to understand the
customer experience?
[based on 582 responses from e-commerce professionals]
7