-- First-of-its-kind solution brings visitor feedback to life with video replays of real mobile sessions – so organisations can rapidly identify and resolve issues
LONDON, May 14, 2013 /PRNewswire/ -- ForeSee, the global leader in customer experience analytics, today announced the launch of SessionReplay for Mobile – helping organisations see how customers are interacting with mobile sites and apps in order to quickly identify and resolve problem areas. SessionReplay for Mobile is the first software-as-a-service (SaaS) solution that illustrates how individual consumers engage on mobile sites and apps, providing real-world video replays. A powerful complement to ForeSee Satisfaction Analytics for Mobile, SessionReplay for Mobile shows the taps, swipes and scrolls of mobile visitors – bringing their experiences to life to help companies rapidly identify struggles, and accelerate and validate improvements.
As mobile usage skyrockets – with mobile-connected devices set to outnumber people on Earth by the end of 2013 – organisations are increasingly appealing to smartphone and tablet users with dedicated mobile sites and apps. A leader in mobile solutions to improve the customer experience, ForeSee helps organisations worldwide – including 60 of the top 100 retailers, six of the top 10 banks, 200 government agencies and departments, and more – evaluate the success of their initiatives. The company has conducted more than 1.5 million mobile-specific satisfaction surveys on behalf of organisations including British Airways, Capital One, CarMax, David's Bridal, Dick's Sporting Goods, GNC, Kellogg's, Kohl's, Panasonic, Pfizer, Shutterfly, Starwood Hotels & Resorts, The Weather Channel and many more.
Now, with SessionReplay for Mobile, organisations are equipped with unprecedented insight into their mobile visitors' experiences. Easy to implement and use, this innovative technology lets companies:
- Relive their mobile visitors' experiences. Organisations can evolve their mobile strategies – seeing where visitors are struggling based on video replays of real user experiences. SessionReplay for Mobile displays visitors' touches and taps, pinch and zooming motions, swipes, scrolling and even device orientation.
- Quickly identify relevant replays. There's no need to sift through hundreds of replays to identify trends and issues. Using the satisfaction scores, visitor roles and comments already captured by ForeSee, companies can zero in on the specific session they'd like to view. In addition, the page filter functionality makes it easy to find replays that focus on a particular path or page.
- Analyse touch and scroll patterns. Using heatmaps, organisations can see if individual struggles are representative of broader issues, helping to quickly identify and efficiently resolve obstacles.
- Share insight across their organisation. Teams can annotate replays with comments – providing a play-by-play that helps quickly build consensus around improvements. Replay sessions can then be distributed easily and securely as links via email, so stakeholders throughout an organisation can see issues and agree on necessary actions. Recipients view the replays as videos within their Web browsers.
"For brands today, it's not enough to simply provide customers with a mobile experience. User expectations, coupled with sophisticated technology, dictate that the experience be intuitive, adaptive and truly engaging," said John Lovett, senior partner at Web Analytics Demystified, a leading Web analytics consulting and research company. "Customer experience solutions that provide both data and visualisations are critical to helping organisations truly gauge the success of mobile sites and apps. These technologies enable companies to hone their mobile strategies, identify and resolve struggles, and stay attuned to what's driving visitor satisfaction. The ability to do all this with integrated, turnkey solutions that exist within a SaaS-based environment helps marketing professionals free up time for other customer-centric priorities."
SessionReplay for Mobile – deployed in concert with ForeSee Satisfaction Analytics for Mobile – provides an end-to-end solution for quickly and scientifically analysing customers' wants, needs, expectations and actual experiences. SessionReplay for Mobile's visual depiction of areas for improvement complements ForeSee's customer experience measurement offerings. ForeSee illuminates which aspects of the mobile experience matter most to visitors, and its predictive analytics let companies prioritise investments to drive and maximise positive business outcomes.
"A great mobile experience is a crucial competitive asset," said John Williams, senior vice president of product and delivery at ForeSee. "With our new SessionReplay for Mobile technology, organisations get powerful, real-world evidence that shows what's engaging mobile visitors and where they're having difficulty. This valuable insight helps companies streamline decision-making processes – nimbly resolving problems and reducing meeting time. ForeSee's comprehensive mobile solutions are a key way to improve the customer experience and, thus, business performance."
SessionReplay for Mobile is the mobile counterpart to ForeSee's SessionReplay for Web technology. Organisations across industries – including Bass Pro Shops, Children's Place, DTE Energy, Forbes, Hannaford Supermarkets, LG Electronics, Nikon, Procter & Gamble, Scholastic, Trulia, Victoria's Secret and more – rely on SessionReplay for Web to visualise and improve their online visitors' experiences. For more information about ForeSee's Session Replay for Web and Mobile technologies, please see www.foresee.com/products/session-replay.shtml.
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritise improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimising the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.
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