ForeSee Results Announces Enhancements to CS SessionReplay
ForeSee Results announced exciting enhancements to CS SessionReplay
ForeSee Results announced exciting enhancements to CS SessionReplay, an extension to the ForeSee Results customer satisfaction measurement solution. A host of new clients will be adding CS Session Replay to their customer satisfaction analytics in 2010.
Since 2001, ForeSee Results has been quantifying how specific website changes will make site visitors more likely to purchase, return to the site, recommend it, and engage in other behaviors related to purchase and loyalty.
CS SessionReplay (U.S. and international patents pending) is an extension technology that builds on ForeSee Results’ core satisfaction analytics capability by replaying what key groups of site visitors are seeing and doing on a website in a secure format, including capturing a user’s mouse clicks and movements, page scrolling, text entry, and all interactivity within a website. These site visitor segments are defined by profile information captured by the satisfaction analytics including what’s driving satisfaction, visit intent, purchase intent, demographics, etc. Organizations are then able to identify individual website sessions that corroborate the recommendations resulting from online satisfaction analysis.
New enhancements enable the replay technology to extend the actionable intelligence for web managers and provide a higher level of user privacy. By watching ForeSee Results’ secure replays of actual site visits that integrate with customer satisfaction analytics, web managers can see why site visitors had negative or positive experiences, making it easier to:
- Annotate specific replays and send them to stakeholders to provide dynamic evidence for site improvement recommendations
- Find and efficiently review relevant site visit replays thanks to web page thumbnails and other enhancements
- Ensure user privacy with secure form entry including in-line personalization
- Assess engagement with an activity histogram and page-level engagement metrics
“Many ForeSee Results’ clients have already enthusiastically embraced the addition of CS SessionReplay to our suite of predictive customer satisfaction analytics It enables them to watch the actual experiences of selected site visitors without the artificial environment or expense of a usability lab,” said Farris Khan, Product Director overseeing CS SessionReplay at ForeSee Results.
The list of clients using CS SessionReplay is rapidly growing and includes companies like Advance Auto Parts, AT&T, GameFly, Bank of the West, and many government entities like the Departments of Agriculture and others.
|
“We love the data ForeSee Results gives us about how our site visitors’ satisfaction is influencing their likelihood to purchase from the site or a local store, return to the site, or recommend it,” said Howard Blumenthal, Director of Ecommerce Platform Solutions & Business Intelligence for Advance Auto Parts. “But CS SessionReplay allows us to actually see why site visitors are struggling and how we might fix the problem, which is an invaluable piece of the puzzle in improving the online customer experience.”
“We’ve found ForeSee Results data is invaluable in helping us maintain very high levels of online customer satisfaction” said Matt Macomber, head of Internet Banking at San Francisco-based Bank of the West. “CS SessionReplay will give us an added layer of depth and understanding into how our customers are actually experiencing our site. It’s like constant, on-demand usability testing that can confirm the changes we make are the right ones.”
“Web analytics can show where there’s a problem but don’t specify what it is or why it’s happening,” said Drew Bennett, Senior Product Director at ForeSee Results. Satisfaction analytics explain what’s going on, illustrating the context of the problem. CS SessionReplay lets me actually see what’s causing the problem.”
"Developing the CS SessionReplay technology in a way that provides maximum value to our clients while offering total privacy and security to website visitors has been really exciting,” said Dave Johnson, Senior Software Architect at ForeSee Results. “It’s one of the most exciting projects I’ve worked on; the technology is really amazing.”
“Over the last year, we’ve made CS SessionReplay a lot more powerful for our clients. We’ve been able to increase the fidelity of recordings and increase the analytical value of our data,” said Alexei White, Senior Web Architect at ForeSee Results. “We’re finding that clients really like the ability to share replays within their teams and augment them with contextual annotations to better explain and justify the changes they want to make to the website.”
“CS SessionReplay is one of many innovations we’ve developed for our clients in order to provide a single, unified platform which links recordings of visitor sessions, customer satisfaction scores and impacts, comments and feedback about a site, and third-party data, all in one place,” said Larry Freed, President and CEO of ForeSee Results. “It’s exciting to bring another great technology to our clients to help them better optimize their investments in the web.” |
