Reviews (1-25 of 29)
The client has struggled with understanding where users have problems on their site, and how they can resolve the issues.
It is primarily being used by the marketing and user experience teams. The dashboard and how it presents data is very user-friendly. Yes, a lot of the data is available in regular analytics tools, but it is presented better.
What is really special about QM is how it surfaces issues such as "rage clicking," or spending a lot of time typing, waiting for page loads - those issues that sometimes cause users to abandon a site.
And then I really like the view, I don't recall the name, but it shows a laptop, tablet, and phone then shows live (I think they are live) users going through your site on each of those devices. Yesterday, I saw a user from Florida on a phone, a user from Texas on a laptop, and a user from Tennessee on a tablet - all at the same time - going through the site.
- Surfacing problems and identifying the issues are easy and intuitive
- Presenting information logically
- Ability to quickly replay problem sessions
- The level of security is excellent to help protect user's privacy
- Integration with other tools is not fully baked
If you have a more basic analytics environment, or you don't have the people/skills to use all the information QM can provide, it's probably not a good fit.
It is used throughout the company from the IT team in monitoring cart and checkout alerts to category merchants looking at heatmaps to see a page's performance and engagement. Quantum Metrics has become a business-critical tool we use on a daily basis, and I personally learn something new about our site or our customers every time I watch a session.
- 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.
- It would be great if we could see some of our sessions for a long time period.
- Had to see heatmaps for modals that live throughout the site such as navigation or search bar.
- 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.
- 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.
- 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.
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.
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.
It is very good for getting statistics and compare behavior in different segments.
The heat maps and interactions give good information for marketing and UX design teams.
- Quantum allows me to see the problems our customers have trying to log in to their account. This is our biggest customer complaint.
- Customer could not see an order, it disappears from the cart. Our operations team can see what happened then go to Splunk and identify the problem.
- Customer needed help with shipping questions. If our customer wants free shipping, we can look at cart values and decide thresholds, to allow free shipping.
- Sometimes the recording is not available (rarely).
- Our Customer Success partner, Kelly - is amazing and one of the biggest reasons we wanted to continue using Quantum. She invests a lot of time with us!
- Opportunities area in the dashboard has been particularly useful in the UI. We have caught a few errors on our pages ahead of time that we have been able to correct on time.
- It's a tool that does take a little while to get used to and segmentation in the tool isn't always the most obvious
- User friendly.
- Session replay to pinpoint customer pain. It would be great if we could see some of our sessions for more than 30 days.
- Ability to view the network logs along with the session.
- Need customer sessions for more than 30 days in a few cases.
- Adding an ability to view server-level logs if possible.
- Cross platform user recordings, one tool fits all (iOs, Android, mobile Web and Desktop)
- Identifying possible frustration and Rage Clicks - one of my favourite ways to find pain points in our products.
- Jira integration - it is easy to directly create tickets from QM in Jira and share a recording with the team so it starts right before the issue happens.
- The filter options can be overwhelming and it is not always easy to identify which attributes actually have data behind them
- Filter for specific events, errors our customers received and seeing the overall impact.
- Integration with other tools.
- Fast replay.
- QM team takes feedback and help resolve issues faster and also implement new features.
- Dashboard and reporting.
- Reporting on specific customer segments.
- Retention of customer replay sessions for a longer duration.
It is not suited or a replacement for an analytics tool, but for basic analytics it is fine.
- Easy implementation and integration. Since Quantum Metric is java-based, this has removed the dependency on supporting and managing SDKs and infrastructure.
- Quantum Metric UI is extremely intuitive and allows the majority of users to use the tool efficiently without a ton of training.
- Quantum Metric continues to expand its feature list and capabilities. I've worked with many other tools, and it's amazing how quickly new features are deployed.
- Quantum Metric is taking a lead in integrating its tool with other vendors.
- Quantum Metric's data extract and reporting capabilities are limited. I would like the ability to better define data extract properties.
- Quantum Metric's funnel charts could be improved, mainly in the UI area.
- 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.
- 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.
- 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.
- 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.
- "Live Replay" option allows us to discover issues faster and resolve them before it causes a big impact on end customers.
- "Search" option gives a lot of different options to select when building a search and that allows to create more accurate and focused search.
- Lots of different analytics options like "Funnels", "Reports" and etc. allows us to monitor and check the health of company services.
- "Search Users" option could be more intuitive. Sometimes it is hard to find the user by the options we have at the moment in the tool.
- 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 a very very fast tool to analyze data, QM is not that useful.
- Opportunity Analysis- This particular feature helps us to prioritize which of the glitches/enhancements to focus on from a list of million possibilities. Having a dollar value for each possible fix drives clear business value.
- Error occurrences - Usually we have separate APM tools to determine the tech issues. QM gives us one snapshot view for all the tech errors and combined with user recordings it makes life of PM easy to get the fix done.
- Rage Clicks - Usability is a big concern for platforms like ours which serves users across multiple type of devices. What are the possible usability blockers which causes customer to abandon the journey is highly useful.
- Search Anything - There's a top bar which is intutive and I can search anything from a event name to order confirmation number which is great!
- Running multivariate tests using QM. As more and more companies are moving towards testing approach, setting and running a test quickly and accurately will be good enhancement.
- Integrations with other monitoring tools like Runscope/pagerduty/new relic
- Interactions tab that shows a heatmap. Includes conversion rates based on interactions with different aspects of the page.
- Customization of funnels (although not all users can do this)
- Watch user playback including in real time
- Customize-able dashboards with a large variety of cards
- Reports & alerts allowing automation of important metric updates
- Ability to share links with others easily including searches and replays
- User interface takes some time to get used to, not totally intuitive (search, creating dashboard cards, etc.)
- Not all functions are available to all users and takes time to get proper permissions (pro and con)
Implemented QM for our outlet eCommerce business. It is primarily being used by the sit managements team to explore UX issues to understand user pain points. Additionally, the team has found great value in leveraging the tool to understand and research user errors and site functionality errors and issues.
Having QM has solved the issue our team had of quantifying potential opportunity/errors thus helping for business case development and prioritization. Additionally, it has been incredibly useful being able to leverage heat maps and user replays to help communicate with development and UX teams when addressing issues and enhancements.
- Assessing and quantifying value of specific events.
- Event tracking.
- Customer service/success help and guidance.
- Replays and heatmaps.
- Amount of information available through QM can be overwhelming... deciding where to start.
- Tracking of complex issues takes minutes, with other analytical tools it would take a hours or days of development work to set up tracking of certain events.
- Integration with Big Query, this allows us to look at large data sets in conjunction with other analytical tools.
- Integration of events and errors within videos allows for validation of events and also allows for better understanding of own website in an easy to consume format, example being able to see API's firing on different pages.
- Minor UI changes like ability to annotate within events and errors to keep history of issues within the interface.
- Wishlist - widgets for mobile to keep track for important events around the clock.
Quantum Metric Scorecard Summary
About Quantum Metric
Quantum Metric is a data intelligence and user experience platform. Quantum Metric helps users identify customer friction in minutes, quantify revenue impact in real-time, prioritize and align teams on where to focus, and measure digital successes over time. With Quantum Metric, you can get started in minutes, and the vendor advertises value delivery on day one.
Quantum Metric Screenshots
Quantum Metric Integrations
Quantum Metric Competitors
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?No
|Enterprise||5,499||Millions of Sessions / Month|
Quantum Metric Customer Size Distribution
|Small Businesses (1-50 employees)||0%|
|Mid-Size Companies (51-500 employees)||5%|
|Enterprises (> 500 employees)||95%|
Quantum Metric Support Options
|Free Version||Paid Version|
Quantum Metric Technical Details
|Mobile Application:||Apple iOS, Android, Windows Phone, Blackberry, Mobile Web|