SuperBreak selects UserReplay to reduce abandonment rates

SuperBreak has chosen digital customer experience company UserReplay to help reduce abandonment rates.

SuperBreak has chosen digital customer experience company UserReplay to help reduce abandonment rates.

UserReplay captures session data to identify and resolve issues that may be impacting the customer journey on a website.

Previously the short break specialist relied on web analytics, sampled synthetic application and performance monitoring.

UserReplay will capture both front end traffic from superbreak.com and back-end XML traffic, to give an overall perspective of customer requests, translated through to supporting providers.

David Anderson, IT director at SuperBreak, said: “Booking a short break can be time consuming and our objective is to offer customers the simplicity of booking every element of their trip in one place.

“To make this process as seamless as possible a deep understanding of customers’ interactions with our website and barriers to conversion is vital.”

John Thompson, chief executive at UserReplay, said: “In an online environment customers are only ever one click away from a competitors’ website, with little patience for slow performance or unclear operation.

“For a specialist such as SuperBreak that thrives on providing a seamless booking experience for all elements of a short break, it’s critical to be responsive to any issues customers are experiencing on their website.

“Resolving these issues quickly will have a direct impact on conversion rates.”