SYS-CON MEDIA Authors: Sean Houghton, Glenn Rossman, Ignacio M. Llorente, Xenia von Wedel, Peter Silva

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Mobile Website Optimization Just Got Easier With SessionCam

Using SessionCam, Usability Experts and Analytics Professionals Can Watch a Recording of a How a Customer Using a Mobile Tablet or Smartphone Interacts With Their Website; These Recordings Accurately Replay Mobile Gestures Like Pinch and Zoom, Show Exactly How a Website Is Displayed on a Mobile Device, and Enable Digital Marketers to Pinpoint and Remedy Website Usability and Conversion Issues

NORWICH, UNITED KINGDOM--(Marketwired - January 23, 2014) - SessionCam, an innovator of technology for recording and understanding customer interaction on e-commerce and other high-traffic websites, has enhanced its session replay product to enable precise website optimisation for mobile devices. Using SessionCam's new session replay capability for mobile devices, marketers can accurately see the exact experience they deliver to mobile customers, identify critical issues with usability, and improve conversion levels. See it in action here: http://youtu.be/vvDDkGRTr6Q.

Since 2009, SessionCam has provided a feature-rich solution for session replay, and offers capabilities unmatched by other website optimization tools. Companies such as Clarks and Sky use SessionCam to analyze recordings of visitor behavior on their website so they can identify and solve usability issues, improve conversion, enhance customer support, and reduce the time and cost of problem diagnosis.

The mobile experience is crucial to attain e-commerce revenue goals
A recent IMRG Capgemini e-Retail Sales Index showed U.K. online retail sales via smartphones and tablets increased 138 percent in 2013 compared to 2012, with 82 percent of the sales attributable to tablets. This represents a potentially massive problem for those marketers whose websites are under-performing for the crucial mobile visitor. When a shopper's online experience on a mobile device is substandard, they are more likely to drop out of the shopping process or abandon a cart before checkout.

The question for an online retailer is: which area of the website needs to be improved for the mobile visitor? Using the new mobile device analysis features of SessionCam, website analytics professionals can watch recordings of individual customers accessing their website from a mobile tablet or smartphone. The recordings accurately replay the entire session and show exactly how a website is displayed on a mobile device -- even highlighting mobile-specific gestures like pinch and zoom. These recordings quickly reveal usability issues and mobile-specific conversion issues that lead to cart abandonment.

"Visits to our website from users with mobile devices represent an increasingly significant and valuable segment of our customer base. Using SessionCam, we've gained new visibility into the unique behavior of our mobile customers. We've translated these insights into meaningful enhancements that improve the experience and effectiveness of our website for mobile users," said Mark E. Carlock, web analytics manager at C&J Clark International, the parent company of the renowned Clark's shoe brand.

Kevin Goodings, CEO of SessionCam, works with etailers and other marketers to improve the mobile capabilities of their high-traffic transactional websites. "Many e-business managers are concerned that their website is not properly configured for mobile visitors, even though they have invested heavily in mobile-specific websites or adopted responsive design techniques that cater to smartphones and tablets. Some companies have not figured out how to test usability for mobile visitors, while others have not assessed conversion issues specifically for mobile devices. The new functionality in SessionCam can help these businesses quickly determine where the problems lie, what needs to be fixed, and how to unlock revenue," he said.

SessionCam enables etailers to detect crucial mobile-specific issues:

  • See how a website looks on different mobile devices.
  • Watch recordings of individual visitors who access a website from mobile devices such as tablets and smartphones. Understand the performance of mobile gestures like pinch, zoom, tap, double tap, swipe, scroll and tilt.
  • Identify common usability issues with websites when accessed from mobile devices, including problems such as tiny text fields, unresponsive buttons and "calls to action" that are too small.
  • Understand conversion rates by mobile device type and compare these with non-mobile conversion rates.
  • Generate heatmaps to assess page design effectiveness by mobile device type.
  • Watch a video of SessionCam mobile session replay here: http://youtu.be/vvDDkGRTr6Q.

Adding SessionCam functionality to a website is straightforward: a simple JavaScript tag is added to the website HTML code. Once included, SessionCam records customer activity and lets website operators view these recordings via the SessionCam reporting console. No additional customization is required to implement SessionCam for mobile devices.

PRICING AND AVAILABILITY
SessionCam's new mobile functionality is fully integrated and does not require the purchase of an additional module. Clients can try all of the features of SessionCam, including the mobile functionality, for free and then select a tailored enterprise plan. More information is available at http://www.sessioncam.com/pricing/.

ABOUT SESSIONCAM
SessionCam is the most advanced session replay technology for recording customer activity on a website. SessionCam addresses a growing range of applications that include website design and usability testing; optimising conversion; improving customer support; and evidencing legal, compliance and regulatory controls. SessionCam enables businesses to record customer activity on a website and replay a video-like recording of the interaction that shows mouse movement, page scrolling, form-based data entry and mobile gestures in the context the actual web page design and content for that session. SessionCam can also aggregate recorded data to generate heatmaps and analyse conversion funnels. Learn more at www.sessioncam.com, and follow SessionCam on facebook.com/sessioncam and Twitter @sessioncam.

ABOUT SERVICETICK
SessionCam is a product of ServiceTick, an innovator of technologies for customer insight and the leading developer of solutions for post-call IVR surveys, web surveys, email surveys and SMS surveys in the UK. Using ServiceTick's market-leading services, companies can break down the traditional barriers between web, branch and call centres by generating immediate and actionable multichannel customer feedback. ServiceTick is privately held and located in Norwich, England, the eastern hub of the Tech City UK Corridor -- Europe's fastest-growing tech cluster. To learn more, visit www.servicetick.com.

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Embedded Video Available: http://youtu.be/vvDDkGRTr6Q

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