Case Study: The Container Store achieves deeper, high-fidelity customer journey insights with UserReplay

The Container Store - Customer Case Study

The Container Store, the leading specialty retailer of storage and organization solutions, needed to replicate its high-touch, employee-driven in-store experience online as its eCommerce business grew. Because many customer journeys are unique, their existing Voice of Customer tool (OpinionLab) called out issues but lacked context, and their previous on‑premise session-replay product was unreliable, low-fidelity and hard to manage—leaving teams unable to quickly diagnose problems, especially as mobile traffic exceeded 50%.

The company selected UserReplay’s SaaS CEM for its easy deployment, faster training and high-fidelity session replay across devices. Teams can now drill from VOC feedback into exact customer sessions to resolve issues, improve on-site search, support fraud investigations and monitor program launches; adoption spans IT, fraud, QA and development, with plans to expand to merchandising and marketing, yielding faster resolutions and stronger, proactive customer insights.

The Container Store

Brad Schneider

Director of Applications Development, The Container Store