Case Study: VictoriaPlum.com achieves higher conversions and fixes customer experience issues with SessionCam

VictoriaPlum.com - Customer Case Study

VictoriaPlum.com, an online bathroom retailer, needed to understand the buying habits of both individual customers and trades and to react quickly when website changes harmed conversion. Head of User Experience David Whitehead selected SessionCam—using its real-time session replay, Customer Struggle score and heatmaps—to see the “why” behind Google Analytics and pinpoint customer experience issues.

Using SessionCam’s replay and struggle scoring, VictoriaPlum.com identified that Trade Loyalty Scheme registrants were confused by account rules and amended the registration error messaging, after which conversions went up. SessionCam’s searchable session replays and monthly heatmaps also let teams uncover hidden errors, clearly present findings to category managers, and continuously improve the site’s user experience.

VictoriaPlum.com

David Whitehead

Head of User Experience