Case Study: Roots achieves 2.5x faster issue resolution and 100% session capture with Acoustic Experience Analytics

Fixing online shopping struggles with deeper customer insights

Roots, a leading Canadian lifestyle apparel brand, struggled to diagnose and fix online shopping problems because its previous session-capture tool provided only superficial image sequences rather than raw, actionable interaction data. To support a major website redesign and improve digital experiences in markets without many physical stores, Roots selected Acoustic and deployed Acoustic Analytics (including Experience Analytics) to gain deeper customer journey insights and surface UX struggles in real time.

Acoustic’s solution delivered 100% session capture, granular replays, automated alerts for high‑priority struggles, and faster test validation, enabling Roots to fix customer issues 2.5x faster, pinpoint failing APIs and slow mobile pages, and accelerate design decisions during peak retail periods. By embedding Acoustic Experience Analytics across development and contact-center workflows, Roots shortened time-to-resolution, improved site responsiveness and conversion opportunities, and strengthened overall customer retention.

Roots

Gabriela Mercer

Manager eCommerce and Marketing Analytics‎