"We use the Customer Struggle score to understand visitor behavior. Diving into session replays, we can see why a customer dropped off a page before completing an application form, for instance."
A/B testing new page designs
“In one instance, we identified that visitors were entering incorrect information – or information the system wasn’t recognizing as correct – and this was causing high drop off,” Jennie Grant, Finance Director at Mr Lender.
“We use this SessionCam data to A/B test new page designs and see which one has the highest conversion rates, then implement it.”
After making these improvements to the application form, Mr Lender achieved:
- a reduction of 32% in the average time to complete the application form
- improved engagement on the e-contract page, with e-sign rates increasing by 20%