Clicktale - a necessary business resource
May 14, 2014

Clicktale - a necessary business resource

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Clicktale (legacy)

Overall Satisfaction with ClickTale

ClickTale is currently being used by our marketing department to analysis features, layout and design for our eCommerce platform. After 2 years in the making we wanted a product that would help us determine if we were meeting the needs of our customers from a UI/UX experience. Clicktale gives us the raw customer interactions that we need to be able to make wise decisions on product updates, and changes.
  • Mouse Mapping - tells us where users commonly click and which process they go through to make a purchase.
  • Scroll Mapping - helps us to see how long we can push content, determine if the content is engaging etc.
  • Recorded Session - being able to watch a customer mouse around the site has given us invaluable insight into how our customers think and act.
  • For most sites I'm sure the integration is quick and easy, however with our site we had some complications with rendering the correct page in the recording and mapping. A technical customer support team to help resolve these issues would have been appreciated.
  • We've had trouble calculating and quantifying an ROI, however the overall impression is faster conversation, larger orders, and better customer experience.
Google in-page analytics- while it does many of the things Clicktale does and for free, it lacks the full featured offering that Clicktale provides. Mouse Recordings alone are worth it. They allow our new designers to watch and learn from real customers, then create solutions to solve problems the customer didn't even know they had.
If you are using an eCommerce site, then ClickTale is invaluable. Planning a large redesign? Designers are often earger to design the latest and greatest, flat, modern, minimalist, simple design. While cool and fun to do, it may be too much for your customers depending on your industry. ClickTale showed us that some of our features were just 'too much' for our older customers to understand.

Using ClickTale

For the price it's hard to beat the value Clicktale provides to a larger organization like ourselves. Likewise, we often use Clicktale as a way to justify programming and development time, additional resources, and headcount...all of which have lead to increased sales, retention, and conversation. The familiarity with the program also helps justify the renewal because we have so many users that look at it, we wouldn't want to switch and have to retrain.