Adobe's Customer Journey Analytics is a service built on Adobe Experience Platform that lets the user join all data from every channel into a single interface for real-time, omnichannel analysis and visualization, allowing users to make better decisions with a holistic view of the business and the context behind every customer action.
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Hotjar
Score 8.3 out of 10
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Hotjar is a conversion rate optimization tool for digital marketers. Features include heatmapping, visual session recording, conversion funnel analytics, form analytics, feedback polls and surveys, and usability testing.
The tool is used by digital analysts, UX designers, web developers and product marketers. Hotjar was acquired by Contentsquare September 2021, and is now a Contentsquare brand.
Adobe Customer Journey Analytics is really well suited for large organizations with scale and a huge amount of offline/online data from various sources. However, for smaller/mid size businesses it may not be very efficient given the cost implications and dependencies around having AEP as well. There is an opportunity for Adobe to make this scaleable product more widely available but looking at options around how to make this product more mass-market.
Hotjar is good for a first pass at understanding user sentiment or locating potential usability issues. There are features such as "rage clicked" which shows recordings or instances when a user rage clicked or had an issue with your site. Hotjar has also been helpful to launch intercept surveys on mobile, desktop, and app, which not all competitor software allow. Hotjar recordings are fun to watch. "Watching Hotjar like Netflix" is a favorite pastime at work.
Customer journey analytics can be used to analyse data from a range of data sources and the data can be visualised, filtered etc. by users.
It also allows users to handle custom data to handle their specific needs and the data can be catered as per users need its like your own customised platform.
The best part is the integration users can connect this to various other platforms with one ID. This helps the user with easier usage and less hassle as everything is kind off a click away.
Heat mapping is great on Hotjar. It is a good place to start when you are looking at the UX & CRO on your website. You can see the % of people clicking on elements on a page, how far they scroll, and mouse movements.
Hotjar is great for session recordings. These record the mouse movements, clicks, pages and scrolls of a user in video format. You can watch these to investigate what works well on a site and identify potential roadblocks and bugs.
Hotjar is great as it ensures that users details are anonymous; for instance, if you are watching a session recording, you cannot see what a user types in a form field, as Hotjar blanks this out.
Hotjar has a poll function, so you can have polls on your website.
Journey Canvas UI, when using a mouse with scroll wheel, it defaults to zooming in or out of the map, and not up and down if the map is very extensive.
When trying to break down a dimension by a second dimension and third dimension. If you are replacing the 2nd dimension breakdown, it would be beneficial to keep the 3rd breakdown instead of wiping it out.
It's the most customizable and flexible analytics tool I've used. While the tool can be slow and clunky at times, the value it provides far outweighs those issues. Being able to bring offline data and merge with web data to combine in one place is where clients need to be get the most success out of their data
Even though the heat maps and user recordings were useful, our website was significantly slowed down after we installed Hotjar, so much so, that it took over a minute for our blog to load. The data that we gathered was not worth the length that it took our website to load.
The software is pretty easy to use, but if someone hasn’t really worked with similar software before, it can take a little time. We use simple searches to find help for specific tasks, and just make sure that when we have a newer person using the software, we spend sometime to help them understand it
So easy and simple to use! Straightforward anyone in the team is able to easily go in and set up anything in Hotjar. The UI is really simple. Whenever you give feedback to Hotjar they continously take on board the feedback and improve the tool.
For the most part, CJA is available. There are instances where the product is experiencing an outage but I haven't found this to be super frequent to the point where it really impedes my work
Adobe Customer Journey Analytics is only as fast as the data that enters into it. If a business has Edge capabilities based on their use of Adobe's WebSDK, then all insights from the web data are in realtime. The moment this is stitched with batch data, such as the case in CRM data, then performance is slowed to the most latent performer. New methods of streaming in data from S3 or from more advaned data warehouses, such as Snowflake, are required in order to reduce latency.
Good enough tools and offline support. We had a model of "hypercare" that was mostly good, sometimes not good. But that was more personality/people based, rather than established processes. Overall the support was timely and effective
Hotjar is a SaaS-based company, and as such has a good support service. Users can quickly submit support tickets through Hotjar's online portal. Enterprise customers get access to additional support members and have SLAs to support their larger, more complex needs. Overall, Hotjar is extremely reliable and I've never had to reach out to customer support.
Should be staged differently. It should be Do online stuff, get basic skills/qual. Then do "homework" type tasking, then come to class with an instructor. We got the traditional "start from 0, then step 1, then step 2..." training. This usually saps energy/focus. All training should be like a lab/practice session. If someone needs information or basic knowledge ... put it in a elearning, FAQ, job aid, or resource page.
Should have more of this for the 101-level stuff. No one needs a Zoom class covering the basics. I need a "guide on the side" when I'm learning new stuff. I want support while I practice.
So far, it is hard to see the advantage of CJA over GA4. However I have not had enough experience and training yet to be sure. Also, we have not taken full advantage of CJA yet. Another tool we use is Microsoft Clarity, which (for a free service) is quite powerful.
Video Capture - HotJars video capture of user sessions is nothing short of amazing. It is so useful (not to mention cool) to see, in real time, how users interact with our software. It makes our jobs so much easier and more enjoyable to get this type of d
User Surveys - The ease and flexibility of surveys we can make available on our website are an awesome tool to get additional data.
Simple implementation - Adding a very small amount of code to our website gives us the ability to use all of HotJars features without having to touch our code again.
You have the ability to create 'user groups' with different levels of access in CJA. We helped set this up for a large organiztion where they had marketers, executives, devs and analysts all having different levels of access to use CJA but with the appropriate guardrails in place for each user group. It worked out really well for their organization.
Currently, the ROI is a bit extended as our use cases are a bit more complex than the average use case (but we are in active discussions with Adobe Product to improve)
The Adobe Customer Journey Analytics implementation has directly contributed to our company's ability to speak to enterprise orientation, we have seen customer omni-channel presence go up 5% in just one year
We have fixed many issues, for example, checkout usability problems with the video recording feature. You can catch bugs and get an overall idea of how a particular page is working.
Polls have helped us pair intent with the video sessions, so we can understand better why certain users answered different things. You get greedy and try to ask everything but that won't work. Keep it simple and it will give you small but important insights.
