Case Study: Trade Direct Insurance Services boosts conversions and speeds issue resolution with SessionCam

Trade Direct Insurance Services - Customer Case Study

Trade Direct Insurance Services, a specialist insurer, needed a way to resolve customer complaints and understand why visitors dropped out of its quote journey without relying on guesswork. They selected SessionCam and deployed its heatmaps, session replays and Customer Struggle scoring to observe behaviours — uncovering long dwell times and excessive scrolling that meant customers couldn’t find their quote even though it was at the top of the page.

Using SessionCam’s insights, Trade Direct Insurance Services redesigned the page, fixed form issues and prioritized device-specific layout improvements. The changes led to increased conversions, faster issue resolution and higher customer satisfaction by allowing the team to pinpoint and address real user problems quickly — outcomes the company attributes directly to SessionCam.

Trade Direct Insurance Services

Ed Longley

Group Head of e-Commerce