The Container Store Achieves Customer Journey Visibility with UserReplay

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UserReplay’s ease of use and high fidelity session replay exceeds The Container Store’s expectations

The Container Store®, the original storage and organization store, has, for the first time, achieved true visibility of individual customer journeys following the integration of UserReplay’s customer experience management (CEM) software across its online platforms.

UserReplay was implemented as a software as a service solution, replacing a previous competitor product that was installed on premise. Since deployment, UserReplay has far exceeded expectation, proving to be easy to use, quick to train employees and offer high fidelity in session replay.

The Container Store provides highly customizable storage solutions, meaning their customers experience unique journeys in store and online. The Container Store uses OpinionLab for voice of customer (VOC) insight. UserReplay now enables The Container Store to drill down into specific customer journeys once feedback has been provided via OpinionLab. They can then truly understand the scenario that led to the customer issue, making resolution more efficient and accurate.

Brad Schneider, Director of Application Development at The Container Store, comments: “Once you have the ability to extract the type of information UserReplay provides, you can’t live without it. You realize how much information you were missing before when you see the level of data presented to you. As many of our customer journeys are unique, it enables us to understand each scenario and address accordingly.”

50% of traffic comes from mobile devices. The mobile replay capabilities of UserReplay has provided The Container Store with fidelity that was not available in its previous solution. This enables The Container Store to understand and investigate issues regardless of whether the customer is using a mobile device, laptop or desktop.

The fraud team has driven significant benefit from the solution. Data from UserReplay is used for forensic analysis and to diagnose usage patterns. It has enabled the team to be more agile in spotting potential fraudulent activity through customer behavior.

The team found the solution fast and easy to implement and were able to get their team up to speed quickly. Training time for this type of product went from a couple of days down to a couple of hours.

Schneider comments: “In the past, if an employee had joined the business after or missed the initial launch of a CEM solution it would take a couple of days to train them on how to use it. We were skeptical at first but we’ve been astonished that we have been able to train people on UserReplay in just a few hours. We’ve received a lot of feedback from our employees that UserReplay is considerably easier to use.”

John Thompson, CEO, UserReplay comments: “The Container Store is a perfect example of a brand that has unique customer journeys. Identifying trends in customer behavior is therefore challenging so the ability to drill down into individual customer journeys is critical. The level of insight UserReplay provides has far reaching benefits across the organization and helps to drive a cohesive customer strategy.”

About The Container Store®
The Container Store is the nation’s leading retailer of storage and organization products and the only retailer solely devoted to the category. The company originated the concept of storage and organization of retailing when it opened its first store in 1978. Today, the retailer has 79 store locations nationwide that each average 25,000 square feet. The Container Store has over 10,000 products - many of them multifunctional - to help customers save space and, ultimately, save them time. As the pace of modern life accelerates, being organized is not a luxury but a necessity. The Container Store is devoted to making customers more productive, relaxed and happier by selling customized organization solutions such as custom closets using its new TCS Closets™ collection and its elfa® shelving and drawer system. Since its inception, the retailer has nurtured an employee-first culture and couples its one-of-a-kind product collection with a high level of customer service delivered by its highly trained organization experts. The Company has been named to FORTUNE magazine’s 100 Best Companies To Work For® 17 years in a row. Visit for more information about store locations, the product collection and services offered - including the retailer’s new, personalized in-home organization service Contained Home - and to sign up for the POP! Perfectly Organized Perks program. Discover The Container Store’s storage and organization solutions at work in real spaces of its customers’ and employees’ homes along with tips, advice and product sneak peeks at the retailer’s new lifestyle blog, Container Stories ( To find out more about The Container Store’s unique culture, Foundation Principles and devotion to Conscious Capitalism, visit the retailer’s culture blog at or read Chairman & CEO Kip Tindell’s book UNCONTAINABLE: How Passion, Commitment, and Conscious Capitalism Built a Business Where Everyone Thrives (available at The Container Store, and anywhere books are sold).

About UserReplay
UserReplay’s customer experience management solution enables businesses to discover the truth about their customers’ digital experience. It combines replay of customer journeys with sophisticated analytics that identify customer struggles and monetize their impact. This helps them improve conversion, resolve technical issues more quickly, recover lost customers and prevent fraud.

Aimed at medium to large enterprises with digital channels, UserReplay has the flexibility to be deployed as SaaS or installed software. Leading brands all over the world rely on UserReplay to improve the quality of the website experience for their customers and increase revenue from their digital channel. For more information, go to

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