Noibu’s Session Search feature allows you to gain insight into your customers’ sessions. Use cases for the Session Search include:
- Troubleshooting customer reports
- Reviewing UX design
- Gaining insight into user journeys
This article focuses on using Session Search for troubleshooting customer reports.
The best way to find customer sessions is by using the Search by IP Address functionality. Typically, you can find the IP Address in your order logs as well as in most live chat/ticketing applications (eg, Zendesk).
However, you can still leverage Session Search without having a customer's IP Address.
To accurately track down a session, you should know the following information about a user’s session:
- Date and time of the session (including time zone)
- Operating System (eg, iPhone, Windows, etc.)
- A page the user visited (you can usually know this through the user’s description of their issue)
Knowing these pieces of information will allow you to find their session! From here, you can watch a video replay of their session, a timeline of what they clicked on as well as any errors they experienced.
The ultimate goal of using Session Search is to better understand your customer journey including any pain points they experience. The end result of this process is happier customers!
If you have any questions or if you would like to discuss on a call, please do not hesitate to contact your CSM or in-app support.