Imagine waking up each morning to a clear map of your customers’ behavior—spotting your power users, unearthing hidden friction points, and pinpointing at-risk accounts—all without writing a single line of code.

That’s exactly what Users and Accounts, our latest Decipher AI feature, delivers. By analyzing 100% of your session replays with vision-powered LLMs, we strip away the guesswork and put actionable insights about your users and accounts in your hands.

The Blind Spots We’re Solving

• Reactive firefighting. CSMs and support teams scramble to respond after escalations, relying on fragmented dashboards or manual video scrubbing.
• Lost context. Founders and product folks lack a unified view of who’s really engaging—or struggling—with new features.
• Missed expansion signals. Sales and RevOps hunt for expansion cues across siloed tools, often discovering opportunities too late.

With Users and Accounts, you uncover problems before they escalate and opportunities before they slip away.

What’s Inside Users and Accounts?

1. Instant Account & User Lists
   • See every active user and organization in a single view.
   • Sort by activity level, issue count, health, Smart Event triggers, and much more.
2. Drill-Down User & Account Pages
   • Timeline of Activity: A chronological feed of clicks, page views, form submissions, errors—no tagging required.
   • AI Customer Research Assistant: Ask “When did the ByteSwing account refill their credits?” or “Which features did Acme Corp adopt last week?” and get precise, context-rich answers.
3. Health Metrics & Smart Events
   • Account-level KPIs like average session length, error rates, and feature adoption scores.
   • Flagged Smart Events (e.g., “3 failed payments in one session”) surface critical moments.

Real-World Use Cases

• Customer Success Managers (CSMs):
  • Problem: At-risk accounts slip through unless CSMs manually track dozens of sessions.
  • Use Case: Filter for accounts with rising error rates, then jump straight into the timeline or use the Customer Research agent to understand and resolve the root cause—before renewal time.
• Support Teams:
  • Problem: Engineers waste hours chasing down repro steps from vague support tickets.
  • Use Case: When a user reports a bug, support reps can instantly view that user’s session timeline and ask the AI for a summary of what led to the failure.
• Product Managers:
  • Problem: Gauging feature adoption often means instrumenting every new UI element.
  • Use Case: Track clicks or form submissions across 100% of sessions—no instrumentation needed—and ask the AI, “How many users tried our new dashboard filter in the last 24 hours?”
• Sales & RevOps:
  • Problem: Expansion opportunities hide in plain sight, scattered across usage data.
  • Use Case: Identify “power users” who consistently engage with premium features, then arm your sales team with a concise AI-generated summary to fuel targeted outreach.