Session replay can be really powerful. It brings insights to product owners, UX designers, developers but also customer support specialists.
Even if you’re not able to watch all your users’ sessions, spend some time every week on digging into the most important ones to you.
Observe your users in real-world scenarios
Some time ago you had to talk to your customers regularly to understand how they use your app and why they do it this way. Now, Mobile App Session Replay provides you with the ability to see how users use your app in real-world scenarios. Thanks to it, you can catch a lot of behavior patterns and understand why users perform (or do not perform) some actions. When it’s still worth interviewing your customers, based on the recordings you can choose the right ones for your face-to-face meetings and calls. Session replays will also deliver more insights as you can easily access thousands of sessions when it’s impossible to get in touch with such a number of customers.
Based on the session replays, you can easily make conclusions on why your users drop off at some point, which information and buttons they miss or when they get frustrated. You can also analyze how new features are used or when your app crashes.
See how your app looks on different devices
There are over 24,000 Android devices on the market, and each one of them has different characteristics: screen-size, resolution, processor, storage, battery life, etc.
How can you possiblycreate an app that works perfectly on each device without knowing what users are experiencing? You can’t test your solution on all the devices available but with UXCam you can easily figure out which ones are most popular among your users:
Then, you can watch sessions of the devices used by your users to make sure everything works as intended:
Study user segments
UXCam allows you to segment and filter sessions based on country, platform or engagement of the users. This allows you to further analyze how segments of users respond to your app, and design content that is useful and accessible to them.
You can also observe sessions of users who visited your app only once or used to be active but are slipping away now to figure out why they don’t want to come back.
Improve your user onboarding with session replay
Marketers spend huge amounts of money on getting users to download their app, but achieving that is only half of the story. Samuel Hullick points out that only about 40% of free trial users return after the first sign-in.
With mobile app session replay, you can watch the first few sessions and see how users get acquainted with the app. Regularly observe the “First sessions segment” and catch all the friction during the onboarding process. Improving the first impression can really increase the engagement of your users.
Replay app crashes
A huge part of a developer’s time is spent debugging hours of logs to find the point where an app crashed. App session replays can help easily identify crashed sessions, allowing you to quickly see a step-by-step session replay of the actions that caused the crash.
This time-saving tool aids in resolving the crashes quicker and delivers an improved experience for your users.
Provide User Support With Context
A good product must have good customer service. However, when a customer requests support, often times the support team has very little knowledge of the issue’s context. This leads to a long back-and-forth email exchange to dig for context before the support team can provide any useful response to the user.
Alternatively, the support team can use session replay to see how the app was used and gather intelligence without communicating with the customer.
This will not only improve the user’s experience by giving a faster contextual response but will also save significant time for the support team.
Furthermore, a user’s session replay link can be added to the customer support tool allowing the support agent to directly view the session and respond accordingly.
Every app has specific actions they want their users to do. Whether it is to check-in at a place or purchase a product, these steps are extremely important for revenue.
Conversion rates help us measure the percentage of users who take the desired actions. A high conversion rate indicates that most users are doing what you want them to, but a low conversion rate might suggest something is not working properly.
However, it is not only important to spot low conversion rates but to locate the causes of the problem. Session replay lets you find specific users that did not complete the steps you wanted them to and potentially identify the issues preventing conversion.