Case Study: Market America achieves higher conversion and revenue with UserReplay

How Market America Drives Business Through Relevant Customer Intelligence

Market America, operator of SHOP.com and a network of 300+ affiliate sites serving millions of monthly visitors across 70+ languages, needed a scalable way to understand and fix why customers abandoned journeys and to prioritize experience improvements that drive revenue. With complex funnels, high traffic and many product lines, the team required consistent, cross-functional intelligence to reveal real customer struggles and reduce churn.

They implemented UserReplay to capture high‑fidelity session replays and a unique interaction ID that integrates with analytics, VoC and APM tools, delivering daily reports and a 5‑stage process (Visualize → Quantify → Resolve → Monitor → Discover). By surfacing revenue‑impacting issues and routing actionable sessions to Technology, QA, Marketing and Customer Service, Market America accelerated fixes, improved conversion and customer experience, and realized measured benefits (up to an 8% revenue lift from existing visitors) along with better retention, LTV and lower customer-related costs.

Market America

Michael Brady

Chief Information Officer