AA is A-okay with me!!!
December 13, 2024

AA is A-okay with me!!!

Mark Sullivan | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Growth

Modules Used

  • Amplitude Experiment

Overall Satisfaction with Amplitude Analytics

We used the paid enterprise plan to simplify the experience of our users (digital healthcare) while trying to turn clicks into visits to offices/clinics. It was a great way to get a snapshot of who visits the site then a physical location.

Pros

  • Engagement
  • Retention
  • Support materials

Cons

  • Event segmentation UX could be easier (but it isn’t bad at all)
  • Can be initially hard for a non-analyst to use
  • Moving data to/from
  • Slow to get started (mostly a people problem, not an AA problem)
  • Great for reengaging with short visits
Lots of guidance available, can be a stiff learning curve if non-analysts are doing a lot upon rollout.

But Once they’ve got up to speed, the easy UX allows for speed/precision to reduce time on task.
AA is better:
Pricing tiers (events vs # of users)

ease of use

cost

manual tagging process (still not fun!)

Do you think Amplitude Analytics delivers good value for the price?

Yes

Are you happy with Amplitude Analytics's feature set?

Yes

Did Amplitude Analytics live up to sales and marketing promises?

Yes

Did implementation of Amplitude Analytics go as expected?

Yes

Would you buy Amplitude Analytics again?

Yes

Great for setting up cohort view kinda hard at start to get our in-house data people up to speed and to embrace it. Once semi-fluent, the embrace happened quickly and ownership ensued. Change is difficult, so adoption on AA is no different than any other change. There will be leaders and laggers

Using Amplitude Analytics

25 - LOBs:
Data & Analytics

Product Team

Marketing Team (they do some back n forth with info the Data & Analytics teams)

Metrics / Measurement team
3 - Super-user designation

General experience level of 1-2yrs

Often my people that support Amplitude are pushed (on other projects) to be be leaders or trainers. They have to be tech savvy and enough of a "people person" to be able to support (officially, or just as a "helping hand") end users.

But again, I drive them to use the Amplitude-provided content b/c it holds the most common answers you could ever encounter.
  • Healthcare Org - (engage/keep patients, set up for channel campaigns)
  • Data - for discovery/retention info
  • Media - for retention, insight, engagement
  • Data from individual sites (like Dr. Jone's office on Elm St.) can show how many clicks, how to work on our SEO, and how to keep people on our sites. In 2023, we got a new CMS which allowed for a facelift (pun intended!) on every single clinic/hospital location (100s of local doctor offices) ... we tailored/updated the local websites for locations that had shown decline/trends for few patients. Found out that an easier/cleaner UX, with shorter paths to clicks/confirmations/contacts was a great way to increase the # of people coming through the doors for in-person appts/treatment.
  • Improved engagement through word-of-mouth campaign. We had OCM folks give some talking points/blurbs to local sites. Asked the front desk and phone people to push the messaging. SAw a genuine increase acrss the board at locations that did this. Truly old school marketing ... using the newest tools.
  • Expansion in usage of the data we get from Amp to be used across the enterprise.
  • Hopefully a more data-driven emphasis will start happening in the leader/VP decision-making world.
  • Compliance - our governance and compliance teams are all-in on this project. They want Amp outputs to provide them the evidence they need in a more organized and usable output.
Great product
Good value for the cost/initiate
Support docs and FAQs are great - they limit the necessity of reaching out to in-person support. So when you do call them ... it is for a legit question/issue, no just a "where is it" or a "how to I do xyz123?"

Evaluating Amplitude Analytics and Competitors

Yes - Yes.
Part of large scale Digital Transformation as part of an acquisition… we got 10k+ hospital group added to our 30k.
  • Scalability
  • Integration with Other Systems
Integration … trying to find most effective solution to impact the least # of users
Get more regular everyday users and OCM to help ease the transition and generate good word of mouth.

Amplitude Analytics Implementation

My team members all have background as data analysts, so Amp was pretty easy to for them.

There was sufficient online training available. We also used the available support documents.

The actual rollout went well. We did significant testing beforehand. We did a phased rollout, with partial silent rollout (part of OCM's plan) for the smallest line of business. THe silent one was "silent" b/c it was done without fanfare or public notices ... it was just a "we're doing some things, it wont impact your work or workday.
  • Implemented in-house
Yes - Done over various LOBs, based on size, impacted # of users, external traffic

We broke out and classified the LOBs by size/impacts. From there we figure out where we could get some wins early. The intent was to get some good word of mouth and some "it was easy, my stuff wasn't impacted"

As we got close to the rollout dates, we continued to do phases. We also used OCM team to generate comms and put the end-users calm.
Change management was a big part of the implementation and was well-handled
  • Word of mouth and rumors (despite OCM's efforts) were still present, but much less impactful compared to previous projects I've done.
  • Not huge, but one LOB has some integration issues but we got it sorted out on our own.

Amplitude Analytics Training

  • Online Training
  • In-Person Training
Virtual
Not bad considering the timeframe and turnaround. The biggest benefit was for my end-users to hear a voice (other than mine/ours! LOL) telling them about the new features and capabilities. The in-person training was really good for having an expert that knows the answers and could refer to past experiences, problems, solutions. THey were a great resource to ease the transition ... basically a "you are gonna be okay with this change ... you got this etc.!" kinda vibe.
Good enough to get strong baseline. I always make sure our our users go to and/or focus on the vebndor-provided support docs rather than any formal training. Our instructors come and go, but written policy and how-to docs live much longer in a corporate setting. That said, the online training is sufficient. I like that the training curric is stacked and progressive.

Configuring Amplitude Analytics

Just right --- someone with a data background should be able to walk in and figure out the usage. Folks w/ zero experience can/should use the vendor docs for configs; they cover everything you could need.

Having some examples is really helpful, would be cool if we had a "this is how we did config at XYZ, we did it like this because ..."

Use the experience and lessons-learned of others to streamline the xperience for new users/purchasers.
Know your naming conventions beforehand. In the data world, this should be "the way" but sometimes you work at a place with less than rigorous standards.

Have the purchaser work with the sales team to pull together a wishlist/checklist of requirements, then have worked examples available to show the buyer. This is kinda a 101-level thing, but you would be surprised how many people/businesses don't push or this or have it on hand.
Some - we have done small customizations to the interface - Very minor, was easy b/c my team is full of folks with similar software experience and/or extensive experience from data backgrounds.
No - we have not done any custom code
Generate a list of the most common types of configs and/or customizations to include in the purchasing phase. Having it early can help the decision makers have a more info and be able to set timelines or plan for implementation blackouts and hold periods (such as xmas break, Thanksgivingn week).

Amplitude Analytics Support

Top notch support

also … please use the support docs that AA provides … 95% of questions can be answered right here!
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
None
No bc our budgets were so tight.

I wanted it though.
Support docs are perfect … if the answer isn’t there it comes to me or my team, if we can figure it out we call Amplitude.
They handle their business and get answers or status handled quickly.

Using Amplitude Analytics

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Convenient
Feel confident using
Slow to learn
Lots to learn
  • Dashboards and charts
  • User cohorts
  • Tooltips
  • all of the above
  • Learning curve on
  • Looking at user feedback or customer sentiment.
  • Customization
Yes, but I don't use it

Amplitude Analytics Reliability

Like all the other grades, it was mostly an easy implementation ... we have experience people, the rollout in general is well planned, and the vendor was very supportive.
Alway up and running, or if there is a problem we can get back in the game right away.

The reliability was a big selling point for me, and it was true when this company got it. Rollouts can be tough, but this was pretty seamless.

Good support throughout the process, good documentation to handle questions/tips
No issues, problems, or negative remarks from us!!

We had a plan, vendor support was rock solid, our data folks have experience, OCM supported as needed, and we got the rollout done on time, on budget, and with only minor hiccups. SInce the rollout, most of us have already forgotten the hiccups and generally speak highly of the product.

Integrating Amplitude Analytics

Seamless and easy

Biggest issue (from our side, not Amp) was some of our legacy systems adn processes were not modern enough or well supported enough. But again, this was prob on our side, not Amp.
  • Amazon s3
  • Snowflake
  • CRMs
  • All done
  • No more
  • Possibly in future
I have a wishlist, but right now we have other pressing work and efforts. We also have to overcome the legacy softwares and processes that have been in place for long time.

In spring 2025, we will be offering proposal to leadership (purse strings! $$$) on what we think we need and what type of hours and timelines we need to get it done.
  • File import/export
  • Single Signon
N/A
Follow the vendor materials, hire experience data people, allocate time for testing and breakages.

Relationship with Amplitude

Great support, lots of available documentation, videos, and case studies.

They took our calls and rapidly dealt with email questions. It felt like a higher cost level of hyper-care. The vendor worked hard to build rapport with my folks.
Continuous support throughout, no drop off

They helped as need (via calls, Teams meet, screenshares, providing sources, docs, videos).
My supervisors did this ... I was more of the front-line "how we gonna actually do this" worker.

I'm sure there was some negotiation that led to us getting such good support.
It is a good product. You have to pay for quality ... kinda like buying a Lexus or a Toyota instead of a Buick or a Chevy.
Have your use cases ready

Ask for additional use cases

Ask for worked examples or to see a live environment actually being in use. It is tough to get, but being to see it in use at an actual business or org is priceless. It is like test driving a car before you buy it. It has to be done.

Upgrading Amplitude Analytics

  • N/A - I answered that we didnt do this on the previous question.
  • N/A - We didn't upgrade.
  • Expect bug fixes (none for us so far!)
  • Give us notice so we have time to plan for it and forecast out if we will need additional support from my team, the OCM people, or to train up the end-users.

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