A business is not successful without happy customers. From the time buyers start interacting with a company to the time they end their relationship, they go through a journey during which their behavior changes. Sometimes they are happy and respond with purchases and positive feedback. Other times, they are unhappy and quit buying your products and even leave negative feedback, which is detrimental to a company’s health, especially in today’s online age. So, it is important to read your customers’ psyche and analyze their behavior using session recording software.
5 Ways Session Recordings Provide Insights
The way customers behave during an interaction with a business is classified as customer behavior. As most of the conversations in modern times take place during online purchases, session recording becomes the de facto way of observing and understanding customer behavior. Session replay tools show you customer clicks, movement from one page to another, cart abandonment, etc., each action akin to an insight. So, let’s have a closer look at 5 unique ways how session recordings provide insights into your business:
Session recording tools help reduce response time from support teams
One of the biggest challenges of support teams is their inability to provide timely support. Moreover, it is crucial to provide First Time Resolution (FCR) to ensure customers have you and your products/services in their good books. In order to resolve issues quickly and provide resolution on the first attempt, you need to have clear insights about every User Experience (UX) related issue. Moreover, you need to have a good idea of at what stage customers are taking negative actions such as abandoning the cart or exiting the webpage. When you have a good knowledge of these actions and why they are happening, you can easily pass on the information to the customer support team, which in turn can provide quick resolutions because they are already anticipating such queries.
Figure out areas of improvement with website session recording
Even a successful business could be doing a lot of things wrong and not realizing it because there is no immediate aftermath. However, an inability to monitor and proactively fix your flaws can eventually come back to hurt you big time. Your profits could plummet, and you won’t have any action plan ready to counteract the negative surge. To avoid such scenarios, you can record website visitors by using top-notch software like Busatools. High-class session recording software provides you with complete recording of sessions revealing areas of improvement so that you can make your customer’s next visit better than the first.
Help you understand customer journeys and tailor new policies accordingly
While some touchpoints of customers’ journeys are useful, many others are not. As you only have limited time on your hands, you want to discover exactly which touchpoints need to be analyzed and improved. A user session recording tool provides insights related to customers’ journeys revealing which parts of the journey are important and which are not. For instance, at which point in their journey they pause and think a lot. During this juncture, you can make efforts to sway them in a positive direction by adding new content that makes a good case for purchase. After diving deep into the customer’s journey, you can make the entire experience flawless and error-free.
Helping you learn whether a new feature has worked or not
After hours of pondering and brainstorming have you finally added a new feature to your website? But you are not sure whether it is working, failing, or needs to be improved. Why not use session recording to figure that out? User session recording makes it extremely simple to evaluate the response to your new feature as you can see exactly how customers behave when they stumble upon that feature while browsing your website.
Boost new sign-ups
Do you have a lot of high-value customers? If yes, you can just go through their recorded sessions to figure out what they really like about your website and product/service. Once you have got your hands on that information, you can use it to target the low-hanging fruit (customers who can be converted relatively easily). For instance, you can promote the features that are most sought-after by high-value customers, or you can share personalized marketing campaigns that have already resonated well with your high-value customer base.
Final Thoughts
User session recording software has now become an essential requirement for businesses, especially the ones that primarily depend on their online customer base. By revealing important customer insights, tools like Busatools allow you to bolster your company’s website and make your offerings more attractive to customers. Not only you can improve the customer’s journey at every touchpoint, but you can also give your customer support vital information that they can use to enhance your customer experience. Overall, session recording software is an essential tool in your arsenal that should be used on a consistent basis to constantly improve customer experience and enhance their satisfaction levels.
