Understanding User Behavior Through Session Recordings: Key Metrics to Track
User behavior often decides whether your website is doing good or floundering in some way. With session replay software, you can easily comprehend user behavior and track key metrics that often play an important role in deciding whether your website is a success. As there are many metrics, it can be confusing to pinpoint those that make a difference. To allay your dilemma, we have created a list of key metrics to track via a session replay tool.
Metrics to Track with Session Recording Software
Without any ado, let’s get straight to the task and learn about the metrics that you should focus on tracking with a web session replay tool:
Rage Clicks
When a user gets frustrated, they start clicking rapidly on the webpage. This behavior suggests that they cannot perform the action they intend to perform. For instance, they might be clicking an area where they think there is a hyperlink, but in reality, it is not present or operational. When an element of your website that is supposed to work actually fails, it leads to customers tapping rapidly on their mouse. Sometimes customers rage-click when the website has a slow speed or does not load correctly (e.g., loading with missing elements).
Rage clicking is a clear sign of a UX issue with the website. Therefore, you need to get your UX team working immediately on such design issues so that the issue can be sorted at the earliest.
Track Time on Different Web Pages
Your website is a collection of several web pages. Not all web pages have the same impact on customers. So, it is important to segregate the ones that are working from the ones that are failing. With a quality user session replay tool like Busatools, you can easily find the time spent on each page. By collecting data related to the average time on a webpage, you can figure out whether a particular page is liked by customers.
Tracking time on web pages allows you to understand which part of your sales funnel is not doing great. So, if your blogs are failing, you can start focusing on better content writing. Similarly, if the e-commerce aspect of the website is not working, you can improve that by taking feedback from customers.
U-Turns
Just like in life, a U-turn happens when a customer turns in the opposite direction of his movement. So, if a customer is on Page A and goes to page B but then returns to A instead of going to C, it denotes that the customer hasn’t found what they were looking for. It could be because of a broken link or a badly labeled menu, which misinforms customers about the content of a page.
The best way to rectify problems with pages leading to U-turns is by testing pages with the maximum number of U-turns. After you find such pages, you can view the recordings and learn about the exact issue, fix it, and then see again how customers respond in the future. With quality session recording software, you can record sessions after fixing the issues and see how customers respond to the changes you have made.
Benefits of Tracking Key Metrics via Session Recording Tool
When you track metrics correctly, you get the following benefits:
Better comprehension of customers, which allows you to empathize with them: Walking into customers’ shoes and seeing the situation from their perspective provides you with better insights for strategizing purposes. When you track the metrics and observe user behavior, you can make groundbreaking changes to the UX and bolster the credibility of your website.
Rectify unseen problems: Tools like Google Analytics only provide you with quantitative data, which guides you in the right direction but does not provide precise information. On the other hand, a session recording tool does so much more as it shows you exactly where the customer is struggling in their journey.
Better customer retention rate: If you know your customer is about to leave due to a problem with your website, you can intervene with Live Chat to provide the customer with the resolution they are looking for. This is why real-time session recording is such a powerful tool for customer retention.
Final Thoughts
By tracking the right metrics using user recording tools, you can unearth vital insights that can help you create a terrific website that provides you with the desired results. However, if you want to achieve the complete benefits of user session recording, you should combine it with other tools such as heatmaps and Live Chat. A great way to achieve the best results is by using a comprehensive tool like Busatools that has all the necessary features required by modern businesses.