Quantum Metric

Quantum Metric

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Score 8.9 out of 100
Quantum Metric


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Popular Features

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  • Heatmap tool (8)
  • Click analytics (8)
  • Scroll maps (8)
  • Session Recording and Replay (8)

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What is Quantum Metric?

Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience, with the…

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For the latest information on pricing, visithttps://www.quantummetric.com


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  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

What is FullStory?

FullStory headquartered in Atlanta offers a heat map and session recording / replay application, presented as a digital experience analytics solution that provides on-the-fly conversion funnels, advanced search capabilities, video-like replay of real user sessions, and robust debugging and developer…

What is Smartlook?

Smartlook is an analytics solution tool for websites, iOS/Android apps, and various app frameworks, that answers the "whys" behind users' actions. It helps users understand precisely how customers interact with website and app — watch recordings, create heatmaps, use automatic tracked events, and…

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Features Scorecard

Mobile Capabilities


Results and Analysis

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Product Details

What is Quantum Metric?

Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience, with the result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.

Quantum Metric Features

Customer experience management Features

  • Supported: Product usage analytics
  • Supported: Customer journey mapping

Results and Analysis Features

  • Supported: Heatmap tool
  • Supported: Click analytics
  • Supported: Scroll maps
  • Supported: Session Recording and Replay
  • Supported: User Segmentation

Mobile Capabilities Features

  • Supported: Responsive Design for Web Access
  • Supported: Mobile Application
  • Supported: Dashboard / Report / Visualization Interactivity on Mobile
  • Supported: Mobile App Analytics

Additional Features

  • Supported: Dashboards - Visualize and share behavioral, business and technical data points.
  • Supported: Session Replay - Best in class replay that delivers customer empathy, technical details and shareable resources in a secure, compliant format.
  • Supported: Opportunities - Automate the discovery of potential revenue blockers. Opportunities surfaces, identifies and prioritizes errors by business impact.
  • Supported: Page Performance - Performance enables your team to discover and quantify performance improvement opportunities, aligning your business and technical teams around key business outcomes.
  • Supported: Alerts - Create dynamic alerts to proactively manage your KPIs and critical business systems.
  • Supported: Interactions - Quantify user engagement with content with heatmaps, content quantification and more.
  • Supported: Pages - Identify page-level conversions, isolate drivers and detractors, and benchmark behaviors by page or page group.
  • Supported: Activate - Quantum Metric’s Activate turns any behavioral data point into a real-time trigger for user experience decision making. Transform any user action, from frustration to feature engagement, into an opportunity to actively intercept the user or enrich your existing data stack.
  • Supported: Teams - Quantum Metric Teams enables our enterprise customers to manage users, set up permission-based roles and teams, or apply a global filter based on segments.

Quantum Metric Screenshots

Screenshot of PerformanceScreenshot of View what the customer experienced with high-fidelity replayScreenshot of Identify, quantify, and prioritize top experience opportunities by real revenue impactScreenshot of Quantum Metric Sales Funnel - See data in context with respect to previous weeks.Screenshot of Keep your teams aligned with team based dashboardsScreenshot of Integrate NPS to quantify customer feedbackScreenshot of Quantify the performance of your content on your most important pagesScreenshot of Calculate performance timings

Quantum Metric Downloadables

Quantum Metric Integrations

Quantum Metric Competitors

Quantum Metric Customer Size Distribution

Small Businesses (1-50 employees)0%
Mid-Size Companies (51-500 employees)5%
Enterprises (more than 500 employees)95%

Quantum Metric Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll
Supported LanguagesEnglish

Frequently Asked Questions

FullStory, Contentsquare (Clicktale), and Adobe Analytics are common alternatives for Quantum Metric.

Reviewers rate Heatmap tool highest, with a score of 9.3.

The most common users of Quantum Metric are from Enterprises (1,001+ employees) and the Financial Services industry.
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Reviews and Ratings




(1-25 of 44)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
This tool is used for all information and logins to our MyHerbalife.com websites. We can have control over errors on our page and all the activity of our clients. Frequent errors in the methods of entering the website or those that occur at the time of making an electronic payment within the website.
  • Error information
  • Income to the website and its recordings.
  • Geo-location data
  • Improved files for recordings (other video formats AVI, MOV, FLV)
  • Functions to enlarge the view of the admission sessions, without losing quality in the images
It is functional to control the flow of information about income and processes within a company's website. When errors occur at the time of payment within the website. Data statistics on revenue geolocation and determine the countries that most use the website. Data on the number of registrations within the web pages
Score 10 out of 10
Vetted Review
Verified User
Review Source
A fancy and smart website analytics which is helping us and the clients understand the pain points when it comes to user interactions with websites. Overall the best analytics software I used in my career. Totally worth it. It not only gives you analytics ability but also helps you understand where the website is lagging which is so cool.
  • Website user interface optimization
  • Analytics data
  • User journey
  • Sometimes it does not reflect the actual data but the customer service is cool and helps us resolve it
  • I am quite happy to use the analytics feature. No need to rely on google analytics
  • User journey and attribution is so far good but sometimes i have to use google analytics just to double check
It really helped us track users and optimization of website based on that scenario. Really good user interface. Data is accurate, sometimes need to use Google Analytics. Overall it is an amazing tool
Score 9 out of 10
Vetted Review
Verified User
Review Source
At Shippit we use Quantum Metric in order to identify and monitor errors, problems, or any other inconvenience that is happening on our website.
  • Make inquiries.
  • Collect data.
  • Direct connection to Qualtrics CoreXM.
  • Heat mapping.
  • Connects to other data sources.
  • Nothing negative.
  • Nothing negative.
  • Nothing negative.
Quantum Metric is an excellent platform to monitor platform migration processes, store, and collect data in real-time. It's easy to use, has incredible support, and helps us identify and understand how our website can be improved seamlessly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Quantum Metric has helped us monitor our website's migration process throughout the year. It helps us understand the issues customers are facing and help us resolve them effectively. It gives a detailed review of the user behavior happening on our website. With QM, we can observe where the customers are dropping off and where we need to improve.
  • The data visualisation feature gives a great analysis on required pages.
  • High fidelity replay function is awesome.
  • Data based features
  • A delay while executing a new search.
  • A good help doc would be helpful to know familiarise the software better.
  • Glitches occurs time to time.
Quantum Metric is particularly useful for debugging and providing statistics to assist teams in prioritising issues that arise.
Khairul Islam Tonmoy | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
To record user experiences, issues, and application usage within our company, we use Quantum Metric. It is an easy-to-use tool for measuring analytics, troubleshooting, and user experience. With Quantum Metric, our customer service and web development workflows improved. The data visualization is simple but effective, providing helpful information on specific pages. It allows us to see how customers use our site, what drives sales and draws attention and activity, and where they leave the site. Dashboards help measure analytics or compare data with other tools. It evolves based on customer feedback, and the support team is the best I've seen. It monitors our site deployments to ensure updates or changes don't impact peak hours and identifies website issues.
  • It's trend-analyzed.
  • User-friendly, with great support.
  • It gives customer journey insights.
  • The dashboard is user-friendly.
  • Replay and heat mapping are included.
  • More info-packed features would be better.
  • Front-end use is easy, but the configuration isn't.
  • Each platform (iOS, Android, and Web App) has its price.
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.
niman goli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
quantam metric in very helpful in understanding the concepts of quantam things, it would be great if we use it and great performance can be achieved.We dont get latency when we use them.Its desired for the purpose of achieving great deals.it was wonderful when we use with different applications
  • airlines
  • banking
  • retail
  • for gettting alerts
  • for getting performance graphs
  • for avoiding delays
its well suited for the environments for the workloads of huge transactions,huge I/O,avoiding delays for the workloads which need immediate attention with great workflows.For the great transformations and data mining it would be helpful,for great customer behaviorial, it would be great in understanding , its used in continuous product design in understanding things
Score 8 out of 10
Vetted Review
Verified User
Review Source
Being at the helm of a product role, Quantum Metric helps me take better decisions on product lifecycle management. It provides the team with an in-depth view of the user behavior on our website. The complete user journey helps us deep-dive into the consumer mindset and provides us the opportunity to be in their shoes to understand how products/features are to be built. It is a great way of translating data points into key decisions a Product Manager has to make/take in their daily lives.
  • User Journey
  • Data based decisions
  • Behaviour Study
  • 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.
Quantum helps you bring clarity and structure to the thoughts you have while deciding what to build. You can have all the data in the world and still make bad decisions but Quantum provides you a high-level understanding of the problems users face and also the next intuitive steps to take to solve such problems.
Henrique Tedeschi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Quantum Metric provides the features (session replay, journey analytics, events tracking, page performance data) which allow us to understand in the best way possible our customer's behavior and journeys, and thus make the right decisions to respond to their needs and expectations. It's a tool that is always evolving based on the customer's feedback, and the support team is the best I've ever seen in the industry. they have an amazing support team and are always working on improving and evolving the tool based on their customer feedback, on top of an already interesting and advanced tool.
  • session replay
  • journey analytics
  • event tracking
  • page performance data
  • onboarding
This tool is extremely well suited to those trying to track their issues, improve their tools, and analyze the journey the customers are going through. With the high level of detail from each user, we are able to check the details on many metrics and help the funnel to be better and better. It might not be so useful to those who are trying to get referrals and demographics from the customers as it seems to be somewhat limited in gathering that info.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Quantum Metric to track customer sessions (in order to troubleshoot site errors reported in customer service), provide analytics about site performance (new customer data, total visitors, etc.), inform decisions about page design (using heatmaps and click maps to identify where customers are and aren't using the site), and debug possible frustrations to streamline the customer experience.
  • Analytics
  • Fixing Site Errors
  • Reviewing Customer Sessions
  • Would like more working out-of-the-box solutions (a lot of event tracking on our site has required custom events)
  • The platform can be a case of "information overload" — there is just a ton of data and it's overwhelming when you first interact with it
Quantum Metric is extremely sophisticated when it comes to tracking customer sessions (while also being very aware of privacy concerns—everything is heavily encrypted). If you want to see what individual customers are doing on your site, there is no better tool for monitoring their behavior and seeing where the site design is and isn't working.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Identify user flows and bugs in the experience. Identify opportunities. Track the performance of different assets/ programs over time.
  • Tracking and reporting on detailed KPIs.
  • Heat maps, interactions, and session replays.
  • Alerts for out of the box errors.
  • Dynamics & complex reporting.
  • Load time for heat maps.
  • Turnaround time for tagging large projects.
Quantum Metric is well suited in the scenario where if I know that CVR dropped for a certain period of time, QM can tell me the error spike, the areas of opportunity, the KPI performance & analysis between different versions of a project (before & after looks), etc. Quantum Metric is also well suited if I know that a specific user had a poor user experience - I can watch his particular session and understand where the gap is. I can't think of any scenario where Quantum Metric is less suited.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Quantum Metric at the departmental level: internet marketing, customer service and IT.
  • Analysis
  • Interactions
  • Dashboarding
  • Event Tagging
  • Error reporting and Alerts
  • Report Sharing
  • Ability to look at historical data and compare for longer periods
  • Ability to do event tagging as a user more easily without being a developer
[Well suited for] interactions, error alerts, session replays, quantifying and qualifying areas, events and page performance. Less appropriate for doing Wow, MoM comparisons with specific KPIs.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using QM in the ecomm group to help identify opportunities on our site. It helps us understand shopping behavior, content analytics, OOS, search terms and technical site issues. We also monitor user sessions to track user problems or how customers are shopping when we are deploying new customer features.
  • Heat Map/interactions
  • Identify OOS
  • User sessions
  • Identifying technical problems
  • There is learning that the user is expected to do to fully engage in the site.
We really use QM to identify site opportunities from a behavior aspect and how consumers are interacting with the site. We used it extensively to monitor inventory levels since we were able to see inventory by region. We really don't use QM for daily business metrics as we have other internal systems that track business metrics.
The team at QM was always present to help us. They are quick to respond and always available. They always ask "what are you trying to solve" and/or "what answer do you need?" They come back with not only those responses but related recommendations that may be helpful for us in the future. They are also a very pleasant team to work with!
Score 10 out of 10
Vetted Review
Verified User
Review Source
I have been using QM for a little over a year now and it is a part of my everyday use. I use it to troubleshoot issues that are being reported by our customers and other users. It has helped us solve many issues! We have users in many parts of our company to help give members the best experience possible.
  • Finding pain points in the software.
  • View customer experience in replicating issues.
  • None at the moment! So far my experience has been positive.
I would say it is well suited for anyone who needs to improve their customer platform to better suit their members. It is an essential product.
They are always available to help and answer any question we have.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Quantum Metric gets used only in the ecommerce and IT departments by select people. We use Quantum Metric to find and fix reported customer issues, find any site errors, and find user pain points that we can solve.
  • Easy to share recorded sessions with wider team
  • Creating and saving segments
  • Plentiful options for filtering and finding the session recordings needed
  • Steep learning curve
  • Hard to find a glossary or dictionary of terms. Sometimes it's trial and error to get to what I am looking for.
  • Errors page is harder to use after the redesign.
Quantum Metric is great at finding and fixing issues reported by customer service where users are experiencing very specific errors. You can find the recorded customer session, send to IT, and they can quickly find the source of the error and plan a fix. I find after the redesign of the error pages, it is harder to use.

I imagine it would be less appropriate for daily analytics, although my organization doesn't use it for that. I would definitely not recommend it for any small business as the services would be a bit overkill. To use the tool to its full advantage, it should have a dedicated person working with it full time. We do not have that advantage.
I get a specific person to route all questions to rather than a help desk or chat bot.That is incredibly valuable as the person knows our business and how it behaves. They are better suited to assist with questions or setting up new events. And I always know they will get back to me in a timely manner.
March 05, 2020

Quantum Metric Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use it to capture customer/ in house agent sessions mostly. It is used by the whole org. We want to view what the customer/agents do so we know what problems to fix when addressing the customer experience.
  • It is easy to search and replay sessions to view issues or concerns.
  • The heat maps and opportunities are a great feature so you know where the users are struggling.
  • Tracking events you want to keep an eye is convenient and then also easy to search by.
  • It may be nice to pull reports or stats off something we are tracking.
  • Sometimes recordings can be blurry.
Its a really great tool to keep an eye on the customer experience without having to physically survey customers. Also very handy when you are trying to troubleshoot an issue!
Our Quantum rep has really stepped up and helped make sure we know how to use the product and has office hours for us to talk with her about questions and issues.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Multiple areas of the company use it in different ways. We use it to learn from user sessions and behavior, track errors and load times, monitor new features, and identify and investigate bugs. The Product teams have found immense value in being able to cross internal datasets with Quantum sessions to see what users are actually experiencing.
  • Video replays.
  • Feature tracking, metrics, and analytics.
  • Support.
  • Usability. Eliminate clicks on repetitive tasks, enable more terms to be searchable in the global search bar, and reduce the number of back-and-forth clicks.
  • Make videos more accessible with the keyboard. Space bar to pause, left and right arrows to skip, ctrl/cmd+left/right to skip to the next session, escape to exit view mode, etc. That stuff goes a long way in making the product delightful.
  • Improve rendering of user sessions. Too many of them don't work properly.
Absolutely critical for my Product team when releasing a new feature. We need to see if each release behaves how we expect. We've identified bugs early on multiple times via Quantum sessions, whereas they may have otherwise gone unnoticed.

Very well suited for tracking sessions where a user engages in a specific way: visits a specific URL, clicks a certain button, follows a certain path.
Super responsive, incredibly quick and helpful. I can message them anytime and get near-immediate support from one or multiple people.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Quantum Metric is widely used in my organization and my team uses it daily to help address customer issues and improve their experience.
  • Plenty of information is provided in the tool when viewing sessions.
  • It's clear and easy to use.
  • A vast array of filter options are available to locate specific sessions.
  • Sometimes video replays are not capturing all visual data.
When searching for bugs or issues, it is easier and more efficient to search for specific scenarios made by multiple users instead of manually repeating the same task.
We haven't engaged in any issues that would require support.
December 05, 2019

Quantum Metric Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
It is used for reviewing the session to see what errors the user is facing. Sometimes it is very useful in bot attack monitoring, spike monitoring, conversion, etc.
  • Writing query for a particular scenario is very easy.
  • Replay session feature helps to know what the TXN user journey is.
  • Conversion rate is very useful for making business decisions.
  • Details available in the logs are more then enough to analyse issues.
  • Historical time frame should be increased, at times we need older data to calculate the impact.
  • Dashboards are still complex.
  • Sometimes, we've observed latency issues when replaying if sessions are too long.
Well suited if you want to know the user journey while doing a TXN, like what obstacles users are facing. You can review bot sessions and detailed information is available. Dashboards are still complex in Quantum Metric and it's difficult to calculate the impact compared to the historical trends.
Good team. The chat option played the best part in support.
November 29, 2019

Quantum Metric Review

Enrique Membreno | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Quantum Metric is used in digital analytics or by any teams interested to report or monitor user sessions and KPIs trends in real-time or historically. The information is converted to charts, funnels, and other LPI trends for the webs and web applications.
  • It's the most reliable tool we have in use to replay and explore user sessions from the last 3 months in web and web applications to find errors in APIs, UI or UX.
  • it's used by my team in digital analytics to check error trends on the user sessions as well as to review charts, dashboards, and funnels to monitor trends on global scale or by country.
  • Another useful solution is the heatmaps for the web and web applications since these interactions are used by engineering to help to develop the products.
  • We can see up to 3 months' worth of user sessions it would be nice to increase that limit.
  • If you can enhance filters to do more robust comparisons it would be something to look for in the future.
It's a good troubleshooting tool to identify and monitor API or event issues for webs and web applications and to check dashboards related to business KPIs for those platforms. It is not as robust as other analytics tools if what you want is to monitor more complex funnels, KPI and KPOs.
Great technical support and they are available when is needed and you can even chat with them.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Quantum Metric to debug the issue or find out the customer issue going through Quantum Session. It helps to go through the customer journey and find out the issue.
  • It shows clear journey of customer.
  • We can easily find the error codes or APIs.
  • We can easily take the pop up screenshot.
  • We can easily share the Quantum Session with anyone.
  • Sometimes it doesn't capture the customer journey.
  • Sometimes it doesn't show the backend error logs.
It has multiple choices to find the customer session like an email ID, customer account, and IP address. We can also find sessions with the country filter which is very useful to find out the country-specific issues. We can add multiple search filters to find out the exact QM session. It shows API and can run the session as per API click or our choice.
It is user-friendly, easy to learn and find out the customer issues. Best part is that it shows the complete user journey like a video and we can run and stop it as per our choice speed and from wherever we want to see it. It has multiple filter options to find out the exact issue. Another best option is that we can easily share the Quantum Session and screenshots from the customer journey.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is used daily by the digital departments in my organisation. It lets us ensure the customer experience is the best. Using Quantum Metric, we can see the real experience of the user, see all the issues that they potentially face, and helps us have clear steps on how to replicate them. This saves a lot of time and we can even address issues that the customer maybe didn't even report to us. It's really good.
  • Smooth session replays. Lets us see the user experience very conveniently.
  • It has a lot of statistics that let us see the general performance of our product.
  • Great and detailed searching capabilities that help you find what you're looking for.
  • Sometimes it may be hard to navigate and to be aware of all the features that it potentially has.
I think it is suited for any digital product that is focused on the customer. It lets you see how your product is used through the eyes of the customer and this is valuable for everyone.
Support is very good. They are very quick to respond and take action.
November 05, 2019

It's worth it to use!

Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used in an all-digital organization, it helps us to identify and solve issues our customers were having while transacting. In QM we can search for customer's sessions and go through all the steps the customers followed, it is very useful to identify the pain points the customer has.
  • QM has a great search query with multiple options.
  • QM provides multiple charts and stats to evaluate and check trends.
  • QM has many features that help users to find and analyze the customer session.
  • QM needs to improve documentation and training. That part is not that good.
  • Sometimes it's quite slow and also sometimes does not display correct numbers.
  • Sometimes it is not capturing all data or we cannot replay the session, it shows a blank screen.
If you need to see what your customer was doing and identify the issue customers were facing, QM is your tool.
If you need a very very fast tool to analyze data, QM is not that useful.
If you have an issue you just need to drop an email to Q support and they respond quickly.
Gytis Juzenas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Quantum Metric is the tool of the tools, which is really helpful for reviewing customers' actions, system responses, and other logged information, which was used for customer experience, and services provided to the end-user. On the other hand, there are many other options, as you can check live customer sessions, on different platforms at the same time. A lot of different analytics options, funnels, and other data. Quantum Metric made life way easier for my self, my colleagues, and even for the teams, who have the first contact with the customer.
  • Easy to use.
  • Fast and reliable tool for everyday work.
  • A lot of information is provided within the session, so there is no need to use most of the other tools.
  • Sometimes there are implementation issues.
Quantum Metric is great when you want the possibility to see all mandatory information, what customer clicked, taped, information entered, etc. All customer details are visible after accepted the GDPR rules. All the information is encrypted. A lot of different ways to build dashboards, to see alerts, funnels, and other information as error counts, and error trends. There are pre-built features for top pages, platforms, browsers, etc.
Quantum Metric support is always fast, useful, reliable and every case is responded in a timely manner by the people, who know their product, and know what they are doing.
Marcos Yeh Chai | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Quantum Metric to review client sessions and debug their specific problems and errors. Our web application extends worldwide; connecting transfers between different countries and cross currency, makes it very complex and very specific issues can happen. To determine the problem more specifically, it helps to review client's journey from start to end of session. It also works great as a monitoring tool to watch KPI and dashboards in real time.
  • Review in detail client's session like watching a movie of how it plays out.
  • Easy to find API responses.
  • Protects very well client's private information.
  • Easy to share session functionality, so other people can review same session.
  • Sometimes the session UI isn't displayed, but tech support can remedy that.
It's great for troubleshooting, very detailed view. Great for micro level analysis.

Would have to research more, if it works for customer experience analysis at a more macro level; if it captures all the different tags from the API interactions. Haven't really used much for this type of analysis. Definitely worth exploring for sure.
Response is fast, it never surpasses a day. Issues are resolved at the most in 3 days.
Jose Araya | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
In Western Union different teams across the company have access to Quantum Metrics (for example Fraud Support, Webcare, Content team, etc.). In my department specifically, we use it in different ways since our team is in charge of overseeing part of the health of the websites/mobile apps. We use it mainly in two ways:

One of the ways we use QM is to have/create different dashboards to monitor the certain behavior of certain APIs or error codes, as well as to see statistics of website behavior in general.

The other and main way we usually use it is to give support to every day escalations that are sent to us either by customer service, another employee or the customer him/herself. We are able to see the exact behavior of the customer and the website and analyze the videos and logs to determine the exact issue that the customer/website is facing. It's really useful since sometimes there are issues that cannot be simply seen by checking logs and it helps us out with seeing it all from a customer/user perspective.

Overall, QM is an excellent tool that my team is very pleased to possess.
  • Provides clear video sessions of the customer interaction - Helps put your in the shoes of the customer
  • Provides clear step-by-step logs of behavior - Gives clarity on every single action made by the customer
  • Has a vast amount of filters - Gives a large sum of options to be able to pinpoint specific scenarios
  • There are some occasions where the sessions will not be recorded properly or it is very hard to see. (small font, not captured at all, etc)
  • It would be great if sessions 60+ days were available.
I believe that two of the best ways where Quantum Metrics is well suited is with monitoring and issue triage.

Monitoring: Quantum Metrics captures APIs very well and all types of detailed data properly adequately. This helps monitor the behavior of a certain platform or service to ensure that nothing is out of order.

Issue triage: Helps put a Quantum Metrics user in the shoes of the customer and analyze the issue faced by him/her, and afterwards, gives thorough visibility to engineering teams that analyze the session and/or logs of the same to assist in the resolution of the defect.
I give this a good 9 rating since every time a co-worker or I have had issues with QM, we either use the chat option on the QM site or send out an email and our concerns are usually addressed and fixed in a very timely manner. Very helpful indeed!
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