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Session recording, also known as session replay or session playback, allows organizations to capture and review user interactions within a web or mobile application. It records and replays a user's session, including their actions, navigation, clicks, and form submissions. It begins when a user initiates a connection or logs into a system and ends when the user terminates or logs out.
Record Session can visually represent what the user did on your product or web application. Unlike Record Request, the Record user session captures all the user's session automatically in the background.
Session replay is valuable for customer experience (CX) and support in several ways:
Issue resolution: Session replay provides a comprehensive view of a user's session, allowing support teams to understand and diagnose any issues or problems the user encountered. By replaying the session, support agents can see the exact sequence of actions leading up to an error or confusion, helping them identify the root cause more effectively. This enables quicker and more accurate issue resolution, reducing customer frustration and improving support efficiency.
User behavior analysis: Session replay provides deep insights into user behavior, preferences, and interactions. Support and CX teams can analyze sessions to understand how users navigate through the application, which features they engage with the most, and where they face difficulties. These insights can help identify usability issues, optimize user flows, and enhance overall CX.
Training and onboarding: Session replay is a valuable tool for training and onboarding support agents. By reviewing recorded sessions, new agents can observe real user interactions, understand common issues, and learn how experienced agents resolve them. It helps build their knowledge base, improve their troubleshooting skills, and provide consistent and effective support to customers.
User experience optimization: By analyzing session replays, organizations can identify areas of improvement in their application's user experience. They can observe user interactions, detect pain points, and gather feedback on the application's usability. This information can be used to make informed UX/UI enhancements, streamline user flows, and create a more intuitive and seamless user experience.
Compliance and auditing: In certain industries, session replay can be useful for compliance purposes and auditing. It provides a record of user interactions, helping organizations demonstrate compliance with regulations, monitor data privacy, and investigate any suspicious or fraudulent activities.
Overall, session replay is an important tool for understanding user behavior, resolving issues effectively, optimizing the user experience, and providing superior customer support. It enables organizations to gain valuable insights into user interactions and deliver a more personalized and satisfactory customer experience.
Follow Enable user session collection
Create a new investigation by navigating into investigations and clicking on create new
Give your investigation a name for ex. “All session”
Select parameter and navigate to recording type
Make sure the condition is set to “Is” and choose “session”
Click on Create
Now you have an investigation that includes all session recordings.
<aside> ⚠️ Using the power of investigation, you can create even narrower filtering to find the specific session you are looking for, with complex logical conditions such as all sessions with errors of type "exception" that occur for a specific user.
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If you need more information or help with the implementation - please don't hesitate to reach us at [email protected]. We will be happy to help
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