ClickTale, Not for Everyone
December 20, 2013

ClickTale, Not for Everyone

Ryan Freeman | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source

Software Version

Clicktale (legacy)

Modules Used

  • Mouse Tracking Suite
  • Conversion Suite

Overall Satisfaction with ClickTale

  • Heat Maps (clicks on the webpage).
  • % of web pages Viewed (seen by the person browsing).
  • Watching one recording after another is time consuming and not a large enough sample size for definitive results.
  • Time and resources to use the tool is not worth the investment. Spend your money, time and resources on testing (A/B, multivariate).
  • Tracking tags can slow down your site.
  • Rarely was actionable insight taken from the ClickTale tool that resulted in a better user experience on our website. We made small changes on different aspects of our webpages that typically did not show an improvement over the previous versions.
  • The dedicated time and resources in the ClickTale tool did not justify the investment. The heat maps can be helpful but they are based on mouse clicks (Google Analytics can help with that). Watching recordings can get time consuming and don't always provide enough data for an actionable takeaway.
  • If you take the approach of identifying a potential problem on your website first, then using the ClickTale tool to dig deeper in the issue, you might find the tool helpful. However, make sure you gather enough data on the potential issue before making changes to your site (and monitor the changes afterward).
My advice is dependent on what you hope to solve with using a tool like ClickTale. Make sure to keep that in mind as you go about the selection process and ask yourself if this tool will solve our problem and is it worth the money, time, and resource investment. My experience with the ClickTale tool was that we were not first identifying potential issues and using ClickTale to help resolve the issue but rather trying to use ClickTale to both identify and resolve the issues. That made it difficult to find a starting point with all of the data and functionality in the ClickTale tool.

Using ClickTale

The reason I gave a rating of two is because I don't see enough value in the ClickTale tool. Time is valuable and shouldn't be used on something that it is not providing meaningful and actionable insights into improving the user experience of your website. I think there is more to gain in spending time analyzing user behavior data (Google Analytics, Webtrends, Omniture), identifying the issues, and launching test versions so that you get statistical significant results.