USERTESTING MAKES REAL-TIME HUMAN INSIGHT AVAILABLE ANYWHERE, ANYTIME WITH THE LAUNCH OF LIVE CONVERSATION MOBILE

Leading brands embrace Live Conversation Mobile to connect with customers in more flexible ways

SAN FRANCISCO, Calif – February 25, 2019 – UserTesting, the leading on-demand Human Insight Platform, today announced the availability of Live Conversation Mobile, a highly anticipated and requested feature of the UserTesting platform that allows companies to connect and learn from their customers on their mobile devices and in real-world environments. Live Conversation Mobile takes the convenience of 24/7, virtual 1:1 interviews beyond the desktop to Android and iOS mobile devices to provide brands with more opportunities to better understand their customers’ mobile behavior and “in the wild” experiences.

“The Live Conversation Mobile experience is seamless, flexible and convenient. Now that UserTesting lets us conduct moderated interviews on mobile devices, we’re looking forward to using it for deeper contextual insights,” said Daniel Lee, User Researcher at Expedia. “With the rise of mobile devices for commerce transactions, it’s vital that we understand our customers’ mobile behaviors and see first-hand how they experience our solution via a mobile device to continue to deliver the same high-quality user experience they’ve always known.”

Live Conversation Mobile is revolutionizing the way organizations engage with their users – giving brands a more realistic view of how their customers interact with their website, app or in-store experience using a mobile device in everyday environments. With Live Conversation Mobile, moderated interviews can now take place anytime they are needed, without restrictions, to help companies uncover key human insights that can enable the brand to deliver more delightful digital and in-person experiences.

Live Conversation Mobile benefits include:

  • Empathizing with real-world customer experiences. Walk a mile in your customers’ shoes to gain a true understanding of how they use a product, service, app or navigate a store, by having them share their mobile camera view for a live “as it happens” interview.

  • Understanding mobile app use behavior. Learn how your customers categorize their mobile apps, integrate your app into their daily workflow, or just better understand their mobile app behavior in general. With Live Conversation Mobile, you have the ability to ask your customer the “how and why” of a given process, step or behavior.

  • Gaining mobile prototype insights. Find out how intuitive and easy-to-use your mobile app is before you launch it by testing usability, feature, flow and languages with potential users.

Two thirds of the global population are now using some form of mobile device and it continues to grow, according to a GSMA Intelligence report. Mobile device growth is also having a significant impact on global e-commerce. According to eMarketer, mobile e-commerce could bring in as much as $3.5 trillion by 2021 and make up nearly three quarters (72.9 percent) of e-commerce sales. Creating a high-quality, user-friendly mobile experience has never been more important to a company’s customer acquisition and retention strategy as it is today.

The availability of Live Conversation Mobile builds on UserTesting’s existing mobile capabilities, giving customers even more options for how they see, hear and talk to their customers via their mobile devices. Customers can now test live mobile sites, prototypes and released or unreleased mobile apps through both unmoderated tests or live interviews, targeting their audiences in the UserTesting panel or targeting their own customers with MyRecruit. With the flexibility to engage with mobile users on their devices and in real-world settings, in multiple formats, it’s easier than ever for any business to use human insights to build better mobile experiences.

“Live Conversation Mobile is a game changer for our customers and the way they gather human insights from users across experiences – digital, mobile and in-store,” said Nate Wright, VP of Product Marketing at UserTesting. “Our customers now have a faster, easier and more flexible way to engage and connect with their customers on-the-go to get a shared understanding of how they experience their brand in the real-world, which allows them to incorporate insights into more business decisions.”

About UserTesting
UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting Human Insight Platform taps into our global network of real people and generates video-based Customer Experience Narratives (CXNs)™, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer.  Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting eliminates the guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,100 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, Calif. To learn more, visit www.usertesting.com.

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