How to Improve Customer Reviews Based on Session Recordings

27 Apr- 11 min read

Maintaining a positive online reputation is a crucial aspect of running a business, and customer reviews are an essential part of that reputation. They provide valuable feedback and insight into the customer experience, influencing potential customers’ purchasing decisions. However, it’s not always easy to know how to improve customer reviews. That’s where session recordings come in.

Understanding the Importance of Customer Reviews

Before diving into the benefits of session recordings, it’s important to understand the value of customer reviews. According to a study by BrightLocal, 91% of customers read online reviews, and 84% trust them as much as personal recommendations. This means that a positive online reputation can generate more business, while negative reviews can turn potential customers away.

Customer reviews are a powerful tool for businesses to understand their customers’ experiences and improve their products or services. By analyzing reviews, businesses can identify areas for improvement and make changes to better meet their customers’ needs. This not only leads to happier customers, but also increased revenue and growth.

The impact of customer reviews on your business

Positive reviews can improve your search engine ranking, making it easier for potential customers to find you. They also increase consumer confidence, leading to more sales and revenue. On the other hand, negative reviews can damage your reputation, causing a decrease in sales and customer trust.

It’s important to respond to both positive and negative reviews in a timely and professional manner. Responding to positive reviews shows appreciation for the customer’s feedback and can encourage them to become a loyal customer. Responding to negative reviews shows that you value your customers’ opinions and are willing to make changes to improve their experience.

How customer reviews influence purchasing decisions

When researching a product or service, customers often turn to reviews to help them make informed decisions. Positive reviews can influence a customer’s decision to buy, while negative reviews can turn them away. This is why it’s crucial to monitor and improve customer reviews regularly.

Businesses can encourage customers to leave reviews by offering incentives such as discounts or free products. They can also make the review process easy and accessible by including links to review sites on their website and social media channels.

In conclusion, customer reviews are a valuable asset for businesses looking to improve their online reputation and attract more customers. By actively monitoring and responding to reviews, businesses can build trust with their customers and increase sales and revenue.

What are Session Recordings and How They Can Help

Defining session recordings

Session recordings are video recordings of user sessions on your website or app. They allow you to see how customers use your site, what they’re searching for, and where they’re getting stuck. This can help you identify areas for improvement and enhance the overall user experience.

For example, if you notice that users are repeatedly clicking on a certain button but it’s not leading them to the desired page, you can investigate and fix the issue. This will not only improve the user experience but also increase the chances of the user converting into a customer.

Session recordings can also help you identify patterns in user behavior. You may notice that users from a certain location or demographic are having trouble navigating your site. This can help you tailor your website to better meet the needs of your target audience.

The benefits of using session recordings for your business

Session recordings provide valuable insights into customer behavior, allowing you to make data-driven improvements to your site. They also help you understand how customers interact with the site, enabling you to create a more personalized experience.

By analyzing session recordings, you can identify common pain points and work to address them. This can lead to increased customer satisfaction and loyalty. Additionally, by improving the user experience, you can improve your online reputation and attract more customers to your site.

Session recordings can also be used to train customer service representatives. By watching how customers interact with the site, representatives can better understand common issues and provide more effective support.

Overall, session recordings are a powerful tool for businesses looking to improve their online presence and better understand their customers. By analyzing user behavior, you can make data-driven decisions that lead to a better user experience and increased conversions.

Analyzing Session Recordings for Customer Review Insights

Identifying common customer pain points

Session recordings are a powerful tool that can help you understand where your customers are struggling on your site. By watching these recordings, you can see firsthand where users are getting stuck or frustrated, and identify common pain points that are negatively impacting the customer experience.

For example, you might notice that many customers struggle with your checkout process, getting confused by the various steps involved or encountering technical issues that prevent them from completing their purchase. By identifying these issues, you can work to streamline the checkout process and make it more user-friendly, reducing frustration and increasing conversions.

Similarly, you might notice that users are having difficulty navigating your site, getting lost or confused as they try to find the information or products they need. By improving your site’s navigation and making it more intuitive, you can help customers find what they’re looking for more easily and reduce the likelihood of negative reviews.

Recognizing patterns in user behavior

Another benefit of session recordings is that they allow you to identify patterns in user behavior. By analyzing these patterns, you can gain valuable insights into how users interact with your site or app, and use this information to make data-driven improvements that enhance the customer experience.

For example, you might notice that many users abandon their shopping carts after adding items to them, indicating that there may be issues with your checkout process or pricing strategy that need to be addressed. By making changes based on these insights, you can increase conversions and generate more positive reviews.

Similarly, you might notice that users tend to spend a lot of time on certain pages or sections of your site, indicating that these areas are particularly important to them. By optimizing these areas and making them more engaging, you can improve the overall user experience and encourage customers to leave positive reviews.

Pinpointing areas for improvement

Perhaps the most valuable benefit of session recordings is that they provide you with direct insight into the customer experience on your site. By watching these recordings, you can see exactly how users are interacting with your site or app, and identify areas for improvement that might not be immediately apparent through other metrics or feedback channels.

For example, you might notice that users are having difficulty finding specific products or information on your site, even though these items are prominently featured. By making changes to your site’s layout or navigation, you can make it easier for users to find what they’re looking for and reduce frustration.

Similarly, you might notice that users are encountering technical issues or errors on your site, such as broken links or slow loading times. By addressing these issues, you can improve the overall user experience and prevent negative reviews from impacting your business.

In conclusion, session recordings are a valuable tool for analyzing customer behavior and identifying areas for improvement on your site or app. By using these insights to make data-driven changes, you can enhance the customer experience, increase conversions, and generate more positive reviews.

Implementing Changes Based on Session Recording Analysis

Enhancing website usability and functionality

Based on the insights you gain from session recordings, you can update your site or app to improve its usability and functionality. This includes simplifying checkout processes, creating clearer navigation, and reducing page load times. By making these changes, you’ll create a more streamlined user experience that encourages positive reviews.

For example, simplifying the checkout process can mean reducing the number of steps required to complete a purchase. This can involve implementing a one-page checkout or allowing customers to save their payment information for future purchases. Clearer navigation can involve reorganizing menus and categories to make it easier for customers to find what they’re looking for. And reducing page load times can involve optimizing images and minimizing the use of large files that slow down page load times.

Addressing customer concerns and feedback

Session recordings also help you address specific customer concerns and feedback. If you identify customers getting stuck on a particular page or process, you can make targeted changes to address these issues. For instance, if customers are abandoning their shopping carts at a particular step in the checkout process, you can analyze the session recordings to identify the problem and make the necessary changes to simplify the process.

Listening to customer feedback is also important in improving the user experience. By monitoring customer reviews and feedback, you can identify common issues and address them through targeted improvements. This can include adding new features or improving existing ones, as well as fixing bugs and other technical issues.

Streamlining the customer journey

By analyzing session recordings and making targeted improvements, you can streamline the customer journey. This means making it easier for customers to find what they’re looking for, complete purchases, and access customer support. For example, you can implement a chatbot to provide quick and easy customer support, or create a knowledge base to answer common questions and provide helpful resources.

Streamlining the customer journey can lead to increased customer satisfaction, loyalty, and ultimately, positive reviews. By making it easy for customers to navigate your site or app and complete their desired actions, you’ll create a positive user experience that encourages repeat business and positive word-of-mouth recommendations.

Encouraging Positive Customer Reviews

Providing exceptional customer service

One of the most effective ways to encourage positive reviews is by providing exceptional customer service. This means not only meeting customer expectations, but exceeding them. When customers feel that their needs are being met in a timely and efficient manner, they are more likely to leave positive reviews. Additionally, offering personalized support and going above and beyond to help customers achieve their goals can make them feel valued and appreciated.

For example, imagine a customer who has just purchased a new product from your company. They encounter an issue with the product and reach out to your customer service team for assistance. By promptly addressing their concerns and providing a solution, you not only resolve the issue but also leave a lasting impression on the customer. They may be more likely to leave a positive review and recommend your company to others.

Incentivizing customers to leave reviews

Another way to encourage positive reviews is by incentivizing customers to leave feedback. This can take the form of discounts, free trials, or exclusive content. By offering such incentives, you give customers an extra push to leave a review and show customer appreciation for taking the time to give feedback.

For example, a company may offer a 10% discount on a customer’s next purchase in exchange for leaving a review. Or they may provide access to exclusive content, such as a webinar or e-book, to customers who leave a review. These incentives not only encourage customers to leave reviews, but also provide added value to their experience with the company.

Responding to and learning from negative reviews

Negative reviews can be a valuable learning opportunity for companies. By responding to negative reviews and addressing specific customer concerns, companies can show that they value customer feedback and are committed to improving the customer experience. This can turn negative reviews into positive ones and demonstrate the company’s dedication to customer satisfaction.

For example, imagine a customer who leaves a negative review about a company’s product. Rather than ignoring the review or becoming defensive, the company responds promptly and offers a solution to the customer’s issue. This not only resolves the customer’s problem, but also shows other potential customers that the company takes customer feedback seriously and is willing to go the extra mile to ensure satisfaction.

In addition to addressing individual customer concerns, companies can also use negative reviews to identify areas for improvement. By analyzing common themes or issues mentioned in negative reviews, companies can make necessary changes to their products or services to better meet customer needs and expectations.

Overall, encouraging positive customer reviews requires a commitment to providing exceptional customer service, incentivizing customers to leave feedback, and responding to and learning from negative reviews. By prioritizing customer satisfaction and continuously improving the customer experience, companies can build a loyal customer base and attract new customers through positive reviews.


In summary, session recordings are a powerful tool for improving customer reviews. By understanding the importance of customer reviews, defining session recordings, and analyzing the data, you can implement targeted changes to improve the customer experience and drive more positive reviews. Furthermore, by incentivizing customers to leave good reviews, and responding to negative ones, customers will be more likely to promote your business to others. This promotes positive online reputation for your business and encourages others to experience the same positive reviews you have gained through your customer-first approach.

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