Introduction to session detail record and replay or how to discover the “unknown unknown”
There is an old adage that goes, ‘You don’t know, what you don’t know’ and nowhere is that more relevant than in analysing customer interactions. At least that was the case, until the online revolution offered the potential to circumvent this age-old problem!
Digital session detail record and replay has the potential to tell you exactly what you need to know – from highlighting technical problems in your online portals, to flagging up pricing and product issues that lose your business money and customer loyalty.
However, with a growing number of solutions on the market, it is easy to be confused about which solution is right for your business needs.
The first essential element of session replay – Automatic and tag-less recording
Going back to the initial quote, you need to ensure your session detail recording solution captures the information you need. Even if you use a 100% recording system, it still needs to know the parameters to capture the customer interactions you require.
If your solution demands that you manually configure (or tag) the recording parameters you are back to the same old problem of not knowing what you could be missing. A system which demands that you configure it or tag new parameters every time your website or app is updated, will always be behind the curve when it comes to capturing all the insights.
A tag-less solution is far more effective in identifying what needs to be recorded and helping to ensure you DO know what you didn’t know! It will proactively look for activities across your online portals and capture them, even if your team would manually dismiss many of them as inconsequential.
As well as flagging potential trends from your customer interactions (be they positive or negative), tag-less technology will also reliably offer historical data, so issues can be investigated even after the content has disappeared from the application.
Gartner Customer Analytics Report
Learn which Customer Analytics technologies are right for your business to reach your CX goals
Discover how to improve your digital journeys