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Best Practices


3 REASONS WHY A SESSION REPLAY POINT SOLUTION DOESN’T CUT IT

By Kevin Rollinson

1m read
Published Jan 25, 2024
Tags:
Session Replay
A siloed tool is a wasted tool.

--------------------------------------------------------------------------------

When I chat with customers about their session replay tools, the conversations
start with a good deal of excitement. They say something along the lines of
“watching replays is SO valuable, I don’t know what I’d do without session
replay.” Then comes the pause. Then comes the “but.” 

“But my replays aren’t tied to anything else.” 

The excitement deflates. They wish they could sort replays by account. They wish
they could see replays of a specific feature. They wish they could see replays
of their in-app guides. Without tying your replays to other behavioral data or
your in-app messaging strategy, you lack key pieces of context and you’re forced
to jump into another tool in order to take action. 

Now, imagine a world where you could see exactly how users navigate your
product, understand their pain points in real-time, and then offer personalized
guidance to nudge them towards success. It’s the beauty of having replays deeply
embedded in a platform vs. living on their own. Let’s take a deeper look into
why replays shouldn’t stand on their own. 

Pssst…if you want to check our session replay guide out.


REASON #1: YOU’LL STRUGGLE TO FIND IMPACTFUL SESSIONS

Instead of sifting through countless replays blindly, you can filter based on
specific user actions, like interactions with a certain feature. Or you can
pinpoint replays from the areas of the product that you care about. Or filter to
a specific segment to watch replays from the most relevant set of users or
accounts. And when you have replays tied to your analytics, those replays can
appear within your analytics workflows — such as a funnel. You can go straight
to watching the right replays when you notice a drop off or want to explore an
unexpected pattern. 

SEE PENDO SESSION REPLAY IN ACTION

Get a demo



REASON #2: YOU’LL LACK PROPER CONTEXT 

Your product analytics tool houses all your valuable metadata, telling you who
your users are and their behavior. This means instead of watching User18675309,
you can know precisely who you’re watching and layer in anything else that’s
important to you — such as account information or a specific segment. As you
watch replays, this makes it easier to draw connections between your users and
their actions. If you’re a healthcare organization, you might notice your nurses
are successfully completing a task, yet your doctors are getting stuck. The
replays show that Doctors aren’t finding the next step in the process,
suggesting that segment could use a tooltip and some updated training
documentation. 

Create a personalized viewing experience by customizing the data you see while
viewing replays to quickly draw connections between user/account behavior and
the data behind it.





REASON #3: YOU MAY FIND PROBLEMS, BUT YOU WON’T BE ABLE TO QUICKLY FIX THEM

As you watch your users experience friction throughout your product, you build
empathy for their struggles, but you also discover how to address those
problems. For some issues, adding a tooltip can provide the clarification needed
to fix the issue. For others, you may want to quickly survey end users to gather
additional insights or even reach out to schedule research interviews. If your
replay tool doesn’t offer any methods for in-app interventions, you’ll be stuck
wishing you could intervene. 

It’s not just about watching replays; it’s about making sure they’re part of how
you build your digital experiences. At Pendo, we built Session Replay directly
into our entire platform, helping you understand your users’ digital experiences
from every angle. With Pendo, you can fully understand the problem and have
tools at your fingertips to improve your customer experiences faster. Here’s to
replays that don’t stand alone!

Want to see the power of a platform-based Session Replay tool? Get in touch for
your personalized demo.

Learn more about Pendo





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A Q&A WITH OUR PENDOMONIUM WORKSHOP LEADERS



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