Customer Experience Management
See Your Site Through Your Customers’ Eyes
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Your customers are moving quickly, and they come to your web site expecting a fast, intuitive and error-free experience. With Pion Replay you're able to see your web site through each and any customers eyes, to better understand their experiences and actions to improve conversion, customer service and loyalty. Walk through user sessions page by page or skip ahead to the interesting bits through the easy-to-use session browser. Pion Replay also lets you to see behind the scenes by exposing the server code returned to the user and details of how long everything took from their perspective.
Features & Benefits of Pion® Customer Experience Management
Powerfully Simple Search
To fully capitalize on replay you need to be able to find the right people in the crowd quickly and easily. Pion provides powerful and flexible search capabilities that enable you to find the right individual or group out of millions of sessions in your own terms. Search for things like customer name, account ID, page name or anything else you require.
Intuitive Replay Interface
Pion Replay features a friendly slideshow interface that makes it easy for you to navigate through lengthy and complex individual customer sessions. Move forward and backward between pages as the user did or skip straight to specific page views with a click of your mouse.
Total Accuracy and Visibility
Because Pion sees every request that the web infrastructure sees you can be certain that if it happened Pion caught it. Other solutions may use sampling or be dependent on JavaScript tags that can fail or be disabled, but since Pion sees the raw communication it cannot be circumvented and you have the entirety of the communication.
Voice-of-Customer Integration
Pion's Replay interface can be linked to your voice of customer apps from vendors like iPerceptions, OpinionLab and others, to add more meaning and context to qualitative feedback. For example if a customer leaves an exceedingly negative survey response upon exiting your web site, you can look up and replay their session leading up to it, to understand why they responded the way they did and improve the experience for subsequent users.
Mobile Web Session Replay
Your customers are increasingly interacting with your brand via their mobile devices, but many are often missed by other replay solutions, due to the fact that they are invisble to tag-based tracking methods. Pion captures complete session information for customers on any kind of mobile device, allowing you to see, understand and improve the experiences of all of your mobile customers.
No Slowdown of Dynamic Pages
Replay solutions that are based on javascript are limited to use on static sites for performance reasons. Using javascript to collect sessions for replay would be crippling to site performance in a production environment. Because Pion doesn't use javascript to collect data, you can feel free to use it on dynamic sites without placing any overhead on the user experience.
Web 2.0 and Rich Media Support
Pion replays your customers' web sessions right in your own web browser, giving it a unqiue ability to display rich media experiences as they were seen by your customers. Pion will help you see how your investments in technologies like Flash, Flex, AJAX and streaming video are influencing your customers' experiences and behaviors.
Streamlined Collaboration
Pion makes it easy to collaborate with other team members on a resolution. Every visitor session is assigned a unique URL that you can easily share via IM or e-mail. Pion's web-based interface eliminates the need to install any extra software or plugins, so your colleagues can easily open up the session by just clicking on a link.
Rich Technical Details
Behind all of the simplicity and ease of use for the casual user there lies a wealth of detailed technical information for developers and customer support people. Pion stores detailed information including the requests, raw documents, headers, response time, performance breakdown and size of each individual page and it's sub components. This helps you clearly see, validate and reproduce customer problems to reduce time to resolution and systematically decrease the number of errors.
Straightforward Pricing & Low TCO
Pion's market-leading scalability and ease of management make it an extremely cost-effective replay solution. With the ability to provide full capture and replay capabilities on a single server box for over 50 million page views a day Pion leaves competitors in the dust. If you've been avoiding replay because of cost or complexity concerns you'll be pleasantly surprised with Pion.Case Study
Speeding Dispute Resolution with Pion Replay
A leading online bookmaker uses Replay for a visual playback mechanism and audit trail of disputed bets
$44 billion per year is lost due to poor online shopping experiences.
2010 bizreport.com ecommerce survey
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