Session replay

Session Replay

Glassbox Session Replay lets you see exactly how customers use your website or app, capturing all interactions across your digital channels and surfacing the root causes of customer behavior. The module automatically records all user interactions and technical events, scoring sessions based on task completion and difficulties encountered. It proactively identifies areas where users struggle and highlights revenue opportunities, allowing you to quickly diagnose problems and prioritize necessary actions.

Session Replay also features an AI-powered resource, the Glassbox Insights Assistant (GIA). GIA provides instant session summaries and easy-to-use search functionalities, highlighting key events and transforming session data into actionable insights. With an intuitive chat-based interface, anyone can ask questions and quickly find relevant sessions without technical knowledge or reliance on technical teams.

Session Replay enables you to:

• See where customers are struggling - utilize Glassbox Session Replay to pinpoint where customers encounter difficulties on your website or app, whether due to confusing design, broken links or technical issues. Once you know where customers are struggling, you can address these problems to improve customer experience.
• Understand how customers use your website or app - Replay sessions to observe customer behavior. This helps you enhance your website or app design, making it easier for customers to find what they need and ultimately increase conversions.
• Identify revenue opportunities - Glassbox Session Replay reveals where potential revenue is lost, such as during abandoned checkout processes. It enables you to identify the reasons for abandonment and make the necessary changes to reduce it.

Example of Using Session Replay:

A financial services company might use Session Replay to analyze their online loan application process, which includes the following steps:

1. Start the loan application
2. Fill in personal information
3. Enter financial details
4. Review application
5. Submit application

The company can then use Session Replay to see how customers interact with each step, identify where they experience struggles, determine which struggles are most common and see where they abandon the application process entirely.

For example, the business might find that many customers abandon their applications at the financial details step. Using Session Replay, the business can pinpoint the issues causing abandonment, such as confusing forms or lack of clarity about required documents. They can then simplify the financial details step and provide clearer instructions to reduce abandonment and enhance the customer experience.

Overall, Glassbox Session Replay provides comprehensive insights into customer interactions, allowing you to quickly identify and address pain points, enhance user experiences and optimize conversion rates.