Last updated: 2018-10-16

Source: https://support.freshdesk.com/support/solutions/articles/237117-i-want-to-know-what-the-customers-are-viewing-in-the-website-

With the Freshmarketer integration, you can now view customer sessions on every ticket generated in Freshdesk. A session replay is a recording of the customer’s journey on a website or within a web application.

Benefits of this Session replay integration:

  • Get context about the issue that the customer has been facing, without having to ask them to elaborate the issue. For e.g. If a customer has been facing trouble with routing emails, you can look at the session replay and understand what went wrong.
  • Lesser email threads leading to decrease in resolution time.
  • Understand which part of your website/product is confusing to the customer.
  • Reduces the need to ask customers for screenshots. Instead replay the sessions.
  • Identify the solution articles visited by the customer to make sure that the support agent does not suggest the same.

    • Please refer this link for more details.