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Product News: 🚨 Alert! Get notified when your ecommerce customers are struggling

Product News: 🚨 Alert! Get notified when your ecommerce customers are struggling

James Wood
7th July 2020

Your customer has over £1000 in basket? Send them a coupon through Zapier and Sendgrid if they didn’t convert. Welcome to UserReplay Alerts.

We’ve all been there, trying to buy something on a website and for some reason you’re not able to complete your purchase. Address not loading, issues with credit card validation, or a slow checkout confirmation page.

If you’re an ecommerce business this is your worst nightmare. No one wants to think of their customers struggling to complete a purchase. You want it to be as friction-free and easy as possible.

Too often, it takes a customer to actually complain before you even realise there’s an issue. By that time you may have lost thousands of sales from other customers having the same issue.

That’s why I’m pleased to announce our new product feature: UserReplay Alerts.

Amazing alerting tools for Dev Ops and Site Reliability teams have been around for some years – notifying the relevant teams the second there is an issue.

We’ve taken those same, powerful principles and applied them to customer experience and conversion.

UserReplay Alerts can be created based on any kind of customer data, they’re hugely flexible and allow you to configure all sorts of notifications and automations.

Which means you can get extremely creative and satisfy the notification needs of all your relevant internal teams.

In simple terms – UserReplay examines every single customer session on a hugely detailed level.

How long did their page take to load?

Did they see an error message?

Did they get search results?

Did they convert?

Did they show signs of frustration like Rage Clicking?

How Alerts Work

UserReplay Alerts are generated by Monitors which you set up on the platform. Once certain monitor criteria are met, the alert is generated. These alerts are then distributed to the relevant individual or team based on their severity.

Monitors

Monitors is where you set up what you want to monitor, and how often you want the check to be made. You can set up as many monitors as you like.

Each monitor has a name, a set of different attached criteria, and a recording of how often it has been triggered.

In this example we’re going to look at an alert which is set to fire if more than 10 customers see a No results found‘ search error within a 10 minute period.

You can see all your monitors listed and how often they have fired.

Clicking into a monitor gives you lots of detail about that monitor, such as how often it has fired, and how often it runs.

Monitor detail shows how often a specific monitor has triggered.

This gives you an idea of how often this specific issue is happening, and how often your alert criteria is being triggered.

You will note you can have multiple triggers in this section, this is to allow you configure different kinds of notification depending on the severity of the issue.

If 1% of customers are impacted you might notify your UX team by email.

But for alerts with over 10% of customers impacted, you would want to notify your engineering and site reliability teams by SMS immediately.

Destinations

For each alert that is triggered we might want something different to happen, or a different team to be notified.

UserReplay gives you literally thousands of different services you can connect your alerts to.

From standard Microsoft Teams, Slack and email alerts, through to more advanced integrations through Zapier. The possibilities are limitless.

You can set up and manage where your alerts get sent in ‘Destinations’. In our example below you can see we have a few different destinations set up.

Zapier
Lets you send our alert to over 1,500 other apps and services like Salesforce, Google Analytics and SMA

Slack Channels
Funnel alerts to a specific Slack channel depending on what the kind of alert and how severe it is.

Email
Send the alert by email to a list of email addresses

Jira
Create a Jira ticket based on the Alert. Particularly useful when you’re looking at individual customer journeys, for example potentially fraudulent bookings.

Custom Webhooks
You can send alerts to any custom webhook you provide to integrate with your own back office systems.

What can you alert on?

This is where the fun starts. The alert creation possibilities are endless. We have already seen our clients set up alerts based on many different customer behaviors. Below are some of our favorite examples.

  • Customers seeing credit card errors on your order page > Send email alert to payments team
  • Customers not able to get search results on your site > Send Slack alert to UX team
  • Potentially fraudulent booking automatically flagged and escalated > Create JIRA Service Desk ticket for security team to review containing all the booking details
  • Average transaction value changes by more than 10% > Send a SMS alert to on call SRE engineers
  • Customers seeing address validation error messages > Send Slack message to engineering team to verify address provider API status
  • Customer has over £1000 in basket > Send a follow up coupon email through Zapier and Sendgrid if the customer didn’t convert
  • Customer sees a ‘no search results found’ > Send a Slack error if a product has more than more than 100 failed searches in a day

Alerts is core to UserReplay’s mission to offer industry-leading proactive ecommerce and customer experience monitoring.

As we introduce this functionality across our client base we’re excited to hear your feedback, suggestions for refinements, and example Alerts. Reach out to us any time – we’d love to hear from you.


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