Introducing Session Replay To Userback

Earlier this year we asked you how Userback can be improved so that you can build better web apps faster with visual feedback.

We listened, we did our homework, and we realized that when it comes to user feedback, there are 2 key challenges that most software teams struggle with.

  1. Understanding what user’s mean by their feedback
  2. Quickly finding and fixing bugs in your web apps

Well... struggle no more!

Because today, I’m really excited to announce our latest new feature specifically designed to help you replicate bugs faster and see things through the eyes of your users. It’s a real game-changer.

Introducing Userback’s latest new feature - session replay. 👊

No more back-and-forth with customers trying to understand their feedback. Fix bugs faster than ever before with a replay of the issue exactly how it happened

What is session replay?

A session replay is exactly that - a replay of your user’s session when on your site. Unlike a video recording which literally records a user’s screen, session replay is a reproduction of a user’s interactions on your site exactly how they experienced it.

It takes all the logged user events, like mouse movements, clicks, scrolling, page visits etc, and puts them together into a reproduction of what the user actually did on the site.

So now with Userback, when your users submit feedback from your site, a session replay is added to their feedback. It’s a seamless experience for your users and your developers will love it as they can see things through your user’s eyes.

How does session replay work?

To start using session replay, all you need to do is turn it on in your widget settings.

Simply visit the session replay area in your widget settings and select the types of feedback you want to add a replay to. For example, turn it on just for bug reports, or add a replay to everything. It’s completely up to you! 😉

After you’ve turned on session replay, Userback will automatically include a replay of users’ sessions with their feedback. It’s completely pain-free for users and all the magic happens in the background. They won’t even know it’s there.

Tip! There may be times where you don’t want to capture all the elements in your user’s session for privacy reasons. But that’s ok - we’ve got you covered. See below for an overview of our new privacy features.

How to watch a session replay?

To watch a session replay, simply open a feedback the same as normal and click the Replay button.

Userback reproduces the last 3 minutes of the user’s session up to when they submit their feedback.

To help you troubleshoot issues and manage feedback faster, we’ve added a number of new features to the replay window. You can call out specific events in the timeline, skip inactivity, increase the playback speed, and watch the replay in full screen.

We’ve even updated the developer tools in Userback so that you can see the console logs and tracked events in combination with a session replay.

If you use our JavaScript API, you’ll be glad to know that we’ve also added new methods to turn session replay on and off.

And if you’ve integrated Userback with other tools like Jira, Trello, or ClickUp, you’ll notice that we’ve added a new shortcut link to watch the session replay.

What is session replay best for?

Session replay gives you more context than ever before with your user’s feedback. Let’s take a quick look at some of the best use cases for session replay with Userback.

1. Reproduce and solve bugs faster

When things break in your app and bugs are reported, there’s a good chance that the problem either can’t be replicated, or doing so will require hours of your developer’s time.

This is really bad for business as dev time is expensive. You really want developers spending their time building new features and improving your software - not trying to replicate bugs!

Session replay is extremely valuable for your business. It allows your developers to see bugs and other issues through the eyes of your users, dramatically reducing the time it takes to understand and replicate the issue. You’ll never again need to ask your users for more information and your developers will have more time on their hands to do what they do best.

2. Provide better customer support

Customer support can be an extremely challenging job. Even though you want to help customers and answer their questions, it’s really hard to do if you don’t understand their issue.

It’s quite common for support professionals to have multiple back-and-forth with customers until they properly understand the issue. This is really time-consuming for your support team and not a great experience for your customers either.

Session replay changes all this. It’s a real game-changer for your support team as they can simply watch a replay of the customer’s session, giving them greater context to the customer’s feedback. No more back-and-forth with customers. Instead, your support team can better understand customer feedback and reply to customers faster.

3. Understand the user experience (UX)

It’s great when your users give feedback on your web app and request new features. But it’s even better when you can understand the context behind their feedback.

Being able to watch a replay of your user’s session helps you better understand their feedback and gives greater insight into their user experience. This is like gold for product managers and designers as it helps you empathize with your users so that you can make better decisions about your product.

No more guessing how customers are interacting with your products. With session replay you can see it for yourself!

How much does session replay cost?

Session replay is an optional add-on that is available to customers on our Standard and Growth plans. Pricing starts from $19 for a monthly allowance of up to 100 sessions. Check out our pricing page for more info.

What about session replay and privacy?

There may be times when you don’t want to record everything in your user’s session. Things like passwords, payment forms, and email fields for example.

That’s ok. Userback is built with privacy in mind and we’ve added a number of new privacy-related features. Simply visit the new Privacy page in your Project Settings to check them out.

From here you can easily mask your UI elements so that they do not show in a session recording.

What’s really cool is that you can now even mask elements in screenshots. And if you need a way to easily ignore user IP addresses, we added a new setting for that too! ✌️

Explore session replay

We hope you love the new session replay features and we’re really excited for you to check them out. Simply log into your account and turn them on in your widget to get started.

Not yet a Userback customer? No worries. Get started with a free account and start collecting feedback with a session replay today!

Try it!

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