Likelihood to Recommend Quantum Metric is a true professional, and I love the level of insight and industry knowledge they bring to the table. We use it at the departmental level, including marketing, customer service, and IT. Session replay allows our data consumers to derive insights faster and easier than digging through data. It lets us see or understand how users feel and work to enhance those feelings. The quality of support and the time to respond are also noteworthy. They have great coverage, but the learning curve is very steep and requires a lot of technical support and hand-holding.
Read full review Smartlook is best for screen recordings. Especially when you are running MVPs. However, its pricing is very high. If your daily visitors are too much then either you will have to lose many of your recordings or you will have to pay too much money.
Read full review Pros Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website. Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience. Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test. Read full review Funnels are both easy to configure yet comprehensive enough to detect complicated customer journeys. Real-time recording provides exceptional insights to our design & engineering teams. Session recording is surprisingly lightweight and seems to cause no substantial performance degradation for our customers. Read full review Cons Quantum could share some use cases implemented by similar industries in accordance with the key problems as inputs. We should be able to see some of the most common solutions that could be integrated within our product based on the step of the user journey I am at. Expanding capabilities to integrate with high-level tools integrated. Read full review I feel nickel and dimed with the events and funnels. We came from sessions being 30 mins of inactivity and now it's 5-10 mins. Session count has gone up significantly which we weren't prepared for. Recording playback isn't as clean and maneuverable like FullStory. Read full review Likelihood to Renew Quantum is a nice tool and is user friendly however I believe there always room for improvement. We have experienced minor issues with a few sessions which were solved by Quantum support reps in a timely manner and some of the dashboards are not as robust as other tools we use
Read full review As my ratings show, I have been absolutely delighted with Smartlook in terms of usability, cost, support, and its benefit to our organization. I have given it such high ratings because I think it has really benefitted our organization and I think it could do the same for other companies too.
Read full review Usability For a new user, it's pretty intuitive to onboard and start doing the basic functionalities. But QM has a lot of functionalities which can be leveraged by more team members (especially when you don't have analysts dedicatedly using this) if further enhancements to usability are made.
Read full review Every page, the tool setup pages and dashboards are built very well, the site structure is perfectly designed and intuitive to use. All functions are well documented and the help sections are really everywhere, you don't have to search for answers, as they are just popped up or max. a click away for your service.
Read full review Support Rating I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
Read full review Sofia P. is being our point of contact with the issues we faced. I was unsure about how to explain to her what was going on with the recording numbers (the recording has stopped before we were expecting to), but she readily understood and came with a solution for us in the same day. The problem was blocking our developer to test the integration, so it was great to have support so fast that he could continue his work.
Read full review Alternatives Considered We have used - as an organization - multiple products that each fill a roll or task Quantum Metric provides...however I think there are very few tools or SaaS solutions out there that bundle so much into one solution. QM was better than the replay tool another group was utilizing (Mouseflow) because with our contract we could capture and review way more replays as well as have those replays married to actual, quantifiable data. From an analytics point, is so much easier to install event tracking as opposed to our basic Google Analytics implementation. However, I would still use GA as a primary record for measuring overall site performance since QM doesn't have robust product sales tracking. At one point we did review a competitor called Content Square. They seemed very focused on heat mapping.
Read full review It has been a year between the time when I last used
Hotjar and first started using Smartlook. I would say both tools are more or less equal when it comes to features, the only 2 differences I can think of are - price and customer support. Smartlook is cheaper and has superior customer services. You have the feeling when interacting with them that they genuinely care.
Read full review Return on Investment The service is not cheap, so don't commit unless you're going to use it. Really improved our tech support process by allowing us to identify problems much sooner. Helped identify potential frustrations, which could be eliminated to reduce friction at checkout. Read full review Smartlook is used by different individuals from different organizations to have insights into different parts of products. It is used as the sole developer of our website as well as marketing campaigns. Smartlook has an amazing feature which is tracking the activities of return users. It gives reliable and efficient services. Read full review ScreenShots Quantum Metric Screenshots