Crazy Egg vs. UserReplay (discontinued) vs. Zoho CRM Plus

Crazy Egg is great if you have static content and want to be able to easily set up heatmaps and scrollmaps to see how people interact with your webpages across different devices types. Straightforward and reliable. In circumstances when you want fast turnarounds, Crazy Egg isn't the right tool as the visualisations often take the better part of a day to generate. It also doesn't perform well if your site has dynamic content - either AJAX-driven or dynamically expanding.

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Great for online businesses who are well established and want to refine their UX/site performance.

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Starting with campaigns, once we send the campaign out, prospects who open it are moved into the sales funnel; the sales team then calls or emails the prospect. Our VOIP works in conjunction with Zoho CRM Plus, so phone calls are logged into the contact. And generates another call, letter, or appointment with the client on the Zoho calendar. Emails are sent through Gmail since Zoho CRM Plus does not work with Gmail. The client's email must be copied and pasted into Gmail. (responses are tracked in the Zoho CRM Plus). Once the sales team meets with the client and starts the process, it turns into an "opportunity" where all stages in the sale are tracked. We mail merge the contact info to the correct letter template, then download it into "Word," where the letter is proofed and corrected as necessary (Zoho merge does not allow you to work in "Word" 2019). When finalized, it is then uploaded back into Zoho CRM Plus under the Opportunity. The sale then continues through the process, and once signed off on, all the details of the job are logged into the Zoho CRM Plus. When the job is completed and closed out, Zoho CRM Plus automatically sends the client a thank you email. The client will then can biannual automatic emails reminding them to set up their bi-annual inspection.

• Shows us exactly where users click on a page. Literally, the exact spot. This is useful in many different ways. You can see what links/buttons are clicked the most. You can see if a key CTA on the page IS NOT clicked - maybe you need a new design or the placement of that CTA is poor.
• You can see if users are clicking a spot on the page that is not actually actionable. Maybe your treatment of some text or an image makes it appear that an item is linked, but it is not actually linked. You can see that people are clicking on that item, and either go ahead and link it, or else change the design to look less 'clickable'.
• You can see what percentage of users actually view the different areas within your page. This is very useful when you run into a key stakeholder that demands certain content be above 'the fold'. Trying to explain to a non-technical person that 'the fold' is entirely dependent upon the user's screen size and resolution can be frustrating for both the stakeholder and yourself. Instead, using Crazy Egg's scrollmap feature, you can visually show that stakeholder that, for instance, 80% of users view the content that appears within the top 600 pixels of page height.
• The design of both the heatmaps and scrollmaps is fantastic.
• The 'page camera' software they offer works very well once you get the hang of it. This allows you to run tests on pages that include dynamic content (like a shopping cart product category page).

• Identifying an issue and quickly understanding what the financial impact is
• Seeing how users use and interact with your site, by device
• Reporting on custom events
• Quickly finding a session and replaying it, to watch it back.

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• I use Zoho Social the most. There is a feature called "Bulk Scheduler". By uploading a spreadsheet with a number of posts I can schedule out up to 300 social posts to our Facebook, LinkedIn, Twitter, and Google accounts at once. Then on the specified day and time, the posts go live. I typically only do a couple of weeks at a time so that I can keep the posts relevant to topics we are concerned with.
• Pemco sells surgical instruments to hospitals. The end users are the surgeons. Surgeons may have privileges at multiple hospitals. In order for us to accurately reflect the information about our doctors and hospitals, Zoho CRM Plus has a "many-to-many" feature. This allows doctors to be associated with multiple hospitals, and hospitals to have many doctors associated.
• I use the territory management feature to track sales by representatives. This is also a feature unique to Zoho CRM Plus. This helps us track commissions for the reps.

• Sometimes the snapshots record fewer visits as compared to another page variant even when traffic is evenly distributed between the two.
• Crazy Egg has limited heatmap visualizations.
• Need to delete snapshots after it reaches the max limit. It happens fast if you are taking both mobile and desktop views of pages.

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• Having confidence in the reports/numbers it pulls
• No function to email out weekly/monthly reports.
• Insights are sometimes difficult to extract

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• I think that Outlook integration with Zoho CRM is horrible. You have no control over where the emails get attached and IMAP does not always work as it should. One reason we are considering leaving the platform.
• Having all emails show up on an account vs having to go to each contact would be great. It used to do this but no longer with IMAP.

Incentivized

It's a great tool considering how inexpensive it is. If used correctly and you have a plan for tracking your websites, this tool can make a world of a difference. If you are not going to sit down and take the time to make a plan for how to use this tool, I would say it is not worth your time. Yes, you can look at items on your website that need to be changed, but without a consistent plan, other important items that need changing can be lost in the mix. Make sure you have enough time and energy to invest in this and it will be well worth it

Crazy Egg is extremely easy to set up and use, and very well done from a user experience standpoint. It is really helpful that I can give stakeholders access to the interface and get them interacting with it with minimal training. The A/B testing is the easiest I have ever used, with minimal performance impact to the website.

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I personally started off as a CRM novice. But in a matter of 2 months, I was writing my own custom workflows, playing with modules and fields, and training my sales and operations teams to manage leads and accounts. Simply put, the system is intuitive after a brief introduction. The level of customization is staggering until you change your mindset. Zoho CRM Plus excels where you're able to attack your goals as problems already solved in the platform — you just need to locate the feature to make what you want to happen... happen! I equate it to the Adobe Creative Suite. You don't pick the fun filter before you lay out what exactly you want to draw. With that mindset intact, you can dial in the system to meet your and your team's needs based on your proposed SOLUTIONS, not just leaning heavily into a single feature to "force" some ROI.

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I never had any issues with CrazyEgg being down or not working when i need it, and I use it pretty much everyday

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I think support is an area where Crazy Egg is lacking. I would love to have a quarterly check-in with a Crazy Egg rep to understand what kinds of changes have been made to the platform and what is on the horizon. I also think a quick consulting sessions with a rep could be extremely beneficial, as I'm sure there are ways to use the tool that we haven't even thought about yet that would be extremely insightful for our team.

Incentivized

Every account representative I have worked with has been extremely helpful and nice. You can tell the account reps and support staff truly care about the product and want to provide you with the resources that you need. The response time is also fast for support inquiries and that has been a massive help for us.

Incentivized

Crazy Egg is the best CRO and LPO tool for performance marketers who have a limited budget!

It is simple. JavaScript code needs to be added to any pages where you want to run tests. That's it.

There are a lot of tools with similar feature and closely equal pricing- This factor is the most confusing. As we need something for our website and not every tool has everything and it took time for us to understand this. We choose Crazy Egg for its ease of using and anyone can be trained to use it. The main reason to chose Crazy Egg is the ease of creating snapshots and downloadable features. For me personally -the "confetti" feature helped a lot and its the main feature which is like a ALL IN 1.

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Very well, a similar but different system

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Zoho CRM is very customizable but compared to Salesforce it is a lot more buggy. Support is lacking but you get what you pay for. Overall we are happy but only because we are not paying a fortune!

Its reliability (not scaleability, as the question asks for, sorry) is pretty good but through our testing we know that some clicks do not get recorded. It doesn't bother us a lot because we look at the aggregate of thousands of visits, but we do know it misses things. As for scaleability, it's about right. You really don't want zillions of clicks per snapshot - the screen just turns to 100% dots and you lose the ability to differentiate different screen areas. We find that 25,000 clicks for a page gives us a really good view.

• Positive Impact: Answering questions that analytics cannot. i.e. Are people seeing the PayPal button? We can measure how many people start the PayPal process on our site. However, its hard to know if low numbers are because of low interest or because our customers are missing the option.
• Positive Impact: Measuring user engagement for page types to determine what elements on the page are most important to our customers.
• Positive Impact: Lower cost than competitors to use helpful engagement tracking software. Currently, we're not consistently using Crazy Egg for user engagement so the $50 a month is perfect for our current needs.

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• Confirmed our low basket abandonment

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• Cut down our CRM costs by 50% + without losing any functionality that we needed.
• Helped us increase our win percentages by helping us following our unique sales and marketing processes. (doubled sales bookings up until COVID and then still grew 10% in the COVID year)
• Helped us in managing our partnering programs.