• User Replay

  Led · Seed · Dec 2013

  User Replay is a Reading, UK-based developer of customer experience management (CEM) software available as cloud-based or on-premise solutions. The company has developed session replay technology that lets eCommerce companies understand and analyze every visitor’s journey through a website. Its product is used to improve conversion rates, find and fix site bugs, resolve customer disputes, recover abandoned baskets and prevent fraudulent transactions online. Led by CEO John Thompson, User Replay targets eCommerce customers seeking detailed session-level analytics. Financially, the company raised $4.7M in funding and has secured over $350,000 from Innovate UK. It plans to use the funds to expand in the US market and increase the pace of product innovation. User Replay offers CEM software that acts like a ‘black-box recorder’ for e-commerce sites, recording and replaying individual user sessions to surface technical, usability and navigation problems. The product is aimed at larger e-commerce players and is used to increase conversion rates, resolve customer disputes, re-market abandoned baskets and help prevent fraud. The company originally sold an on-premise solution but has recently added a cloud-based SaaS offering, which it cites as a competitive advantage versus IBM’s Tealeaf and has helped it win former Tealeaf customers. User Replay is Reading, UK–based and says it can handle industrial-scale recording of large volumes of user activity. Financially, the company has raised a total of $5.9M to date and additionally received a $400,000 grant from the UK Technology Strategy Board. It plans to use the new capital to further develop the product and to expand across Europe and into the U.S., including opening an office in the U.S. User Replay offers a platform for ecommerce channels to record and analyse customer journeys to surface usability and navigation issues that block conversions. The product is aimed at helping merchants understand difficulties customers face on their websites and overcome barriers to purchase. Customers cited in the articles include DirectFerries.co.uk, Sports Direct, CoFunds, and a large US financial services company. The company plans to use the new funding to further develop its platform. User Replay was established in 2011 and is led by CEO John Thompson. The recent financing brings the company’s fundraising profile to a total of $2.5M. User Replay is a Reading, UK-based provider of an online recording and reporting engine called Session Replay that records, re-runs and analyzes every visitor’s journey through a website. Led by CEO John Thompson, the software helps e-commerce companies find and fix site bugs, resolve disputes, recover abandoned baskets and prevent fraudulent transactions. Its software is used by major retail websites including SportsDirect.com and Cofunds. On 26 September 2013 User Replay raised £335k in venture capital funding in a round led by EC1 Capital with participation from Star-Achats. The financing brings the company's total amount raised to £1.2m. User Replay said it will use the funds to accelerate product development.

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