Using ClickTale to drive customer insight
December 27, 2018

Using ClickTale to drive customer insight

Nuno Luz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Clicktale (legacy)

Modules Used

  • Mouse Tracking Suite
  • Conversion Suite
  • Experience Cloud

Overall Satisfaction with ClickTale

We're currently using ClickTale to capture and make it easy for us to search and analyze customers behavior online via heat maps and session recordings. More than that, it allows us to search specific customer segments and define key business metrics and KPI's that allows us to get insights and even specific alerts for when one of the KPI's change.
We use ClickTale across departments, with our sales, customer service, and analytics teams all using it on a daily basis.
Having these insights helps us to identify gaps and opportunities within our website to lead change requests or even tests that are being done by the different product teams and also drive business insights.
  • Analytics integration
  • Heatmaps
  • Session recording
  • PII masking
  • GDPR compliance
  • Good performance
  • Customer Journey analytics
  • Good integration with Maxymiser
  • Looking at isolated recordings without creating a segment, we still have to use the old interface
  • User interface has been massively improved but there are a few nags here and there that still need to be addressed
  • Mobile and desktop should be shown side by side and not separately
  • Identifying barriers in the customer journey
  • Ability to segment and filter recordings and heatmaps using segments
  • Integrate with Analytics and Optimisation solutions
  • Define specific key business KPI's and metrics
  • Easy to use UX
ClickTale is now a step ahead of the competition since it delivers insights based on pre-defined business KPIs and customer journeys that we have set up. We can also segment our traffic and easily sift through the many recordings finding the ones that match our lookup criteria. This paired with a good and reliable PII masking helps us with insight collection and drive business decisions which other solutions don't have.
The new non-Flash interface is clean and simple to use and has all the functionalities centralized.
ClickTale is a great tool to analyze and get insights from customer journeys and customer behaviors within those journeys.
Watching session recordings is an invaluable and reliable way to get those insights and then act upon them. These can include UX changes that need to be done, key copy changes in order to make the journey and CTA's clearer, or even technical issues.