By Rimple Verma
Every business wants their customers to have a smooth experience when it comes to examining their products and services. Most businesses now operate within the online marketplace, which means the customer experience is completely different from one which would be found in store. Businesses that are geared towards the online world will have a functioning website or an app, or even a combination of both. If there is both an app and a website, then session replay tools are even more necessary, because the interaction with each one will be different. These tools are the key to any online business’ success when it comes to increasing revenue.
Using All of the Tools at Your Disposal
If a business finds that it has been experiencing a steady decrease in online revenue, then it is definitely time to assess the platform being used for online purchases. That is where session replay tools come in. Session replay tools are designed to show individual customer journeys, and to analyze multiple journeys to see if there are any bugs in the system. As soon as a customer enters a website, their journey begins. If they pause on a page, the amount of time they pause is measured. If they click on a link only to find that it leads them to a product they did not want to see, then there may be a bug that needs to be addressed. These tools are designed to show where the problems are, how many customers have experienced them, and how they can be fixed.
Enhancing the Customer Experience
Once the bugs have been pinpointed by the session replay tools, the debugging process can begin. Sometimes these are easy fixes, such as fixing a broken link, or ensuring that the link is linked to the correct page. Other times there are errors that need to be addressed, such as the purchase page not actually allowing credit card information to be entered. A lot of businesses will not know these are issues, because they are not making any purchases themselves. They know what their product is, but it’s the customer who knows if a website is working or not. The user experience itself is crucial for whether or not a customer decides to purchase a product or service. Once all of the bugs are eliminated the customer journey can be assessed for ease of access.
Creating a Cohesive Experience
Now that the bugs are gone, the experience can be made cohesive. All customers should be sharing the same digital journey in terms of access. Each page should link to the appropriate page, and offer all of the information that a customer requires to purchase a product or service. Customer journey analytical tools can be used to enhance the process. They can pinpoint where more information is required if customers are not finding what they need. They can also allow you to watch live journeys to ensure that the customers are having the experience that you want them to have. Overall, these tools are here to help your consumers have the best possible online consumer experience.
