Item: Crazy Egg
Rating: 10
Author: Amber Steinert

Overall Satisfaction with Crazy Egg

Use Cases and Deployment Scope

It is being used by the marketing team along with other optimizing tools to understand the users needs on the variety of websites we have. This tool allows us to see the different user patterns for each website as each target a different customer base. It also allows us to see what items are popular and what items are not or if people think they can click in a particular spot where we do not provide a link. This disconnects is then communicated to the web team and can be fixed.

Pros and Cons

Pros

Crazy Egg allows you to see where people clicked from whatever source they came from. Whether it is organic or a referral site, these specific clicks can be measured in that particular page being tracked.
The scroll down tracker is an effective and efficient tool to understand how your users operate. Some demographics do not scroll at all, while others will scroll to the bottom of the page no matter how long it is. This information can them be applied to formatting the website to best accommodate your target viewer.
Crazy Egg gives a company, at least this one, plenty of views for the entire month! I can't remember the exact amount off the top of my head, but I believe it's 200,000 views. When tracking views on a specific site, you can also specify how many views you would like. For example: If I would like to track a website homepage for one week and it receives 200,000 visitors in one week, obviously I do not want to track them all. I can cut it off at 10,00 views and Crazy Egg will automatically stop the tracking for me.

Cons

I would say overall Crazy Egg is a great tool, but one additional thing I would like made is an archive tool. Archiving Crazy Egg by hand, which was my job, is quite the tedious task, but once it is done, we have those records forever. We can look back and see how our holiday campaign did the last few years with what worked and what didn't, but I wish I was able to archive these on the website. Maybe not even necessarily on the website, but be able to have an archive tool so I would not have to download each page being tracked one by one. I guess what I am trying to get at is some form of excel documentation that would download in the same form every time. This way it could be copied and pasted into a general excel spreadsheet if people desired to archive their findings.
Being able to track over 200,000 visits would be nice with just the basic Crazy Egg. You are able to upgrade for more space, but that costs more as well. Although I completely understand why it is limited. But the pricing is quite the bargain considering all that you receive!
The tech support is great! But it seems like they are understaffed. I haven't had many issues with it and the company seems to respond quickly even if they are short staffed. They have treated the company very well.

Return on Investment

It had one major negative impact where a Crazy Egg bug shut down our sites for an extended period of time and was estimated that the company lost thousands if not hundreds of thousands of dollars at that point in time. Obviously there is no way Crazy Egg can make up for that loss, but they reacted as best they could to the situation and the company is still happy with Crazy Egg today.
A positive impact is that you can see the use of new items on the website, which ultimately increases employee efficiency. Employees can see what works and what does not for each demographic for each website. The company has monthly meetings just to look over how successful or unsuccessful a certain campaign was.
Another positive impact Crazy Egg has had on the company is friendly usability of the websites. We are able to understand the customers needs, wants, and how they interact with the site. When customers are happy and the site is user friendly, they will not immediately bounce off the site and are more likely to convert.

Alternatives Considered

Optimizely,Google Analytics

The company actually still uses Optimizely and Google Analytics as well. Optimizely works well with Crazy Egg because we can do beta testing not only to see if the conversion rate goes up (Optimizely), but also see how the user is interacting with the change (Crazy Egg). Google Analytics is in a class of its own. I don't feel it can directly be compared to Crazy Egg because, while it tracks what the user is doing, you are not visibly able to see it. Having that visible aspect on Crazy Egg is great!

Likelihood to Renew

It's a great tool considering how inexpensive it is. If used correctly and you have a plan for tracking your websites, this tool can make a world of a difference. If you are not going to sit down and take the time to make a plan for how to use this tool, I would say it is not worth your time. Yes, you can look at items on your website that need to be changed, but without a consistent plan, other important items that need changing can be lost in the mix. Make sure you have enough time and energy to invest in this and it will be well worth it.

Likelihood to Recommend

Over time Crazy Egg definitely shows a pattern Looking at it over and over again, you begin to notice patterns and understand the user with more depth. At this point in time, some of the tracking you started out with seems unnecessary.

When you start, you want to track everything under the sun, so the questions to ask yourself to narrow down the selection process would consist of:

- What pages do we want people to convert?

- What pages provide the most ROI? (if known)

- What pages seem to have high bounce rates?

- If you have recently added a new "tool" on the website you believe people will use, track the click rate on that. Are people using it as much as you thought?

- Many more questions that relate to your business can be used to narrow down the search process.

Once problems are solved on these pages, you can always tackle the more minor pages to improve usability. Also, after several months, tracking becomes easy because you fall into a rhythmic pattern: the same pages are tracked every week, during the holidays specific pages are tracked, and hopefully you will see an improvement of the websites' usability.

Crazy Egg Support

Support Rating

Their support and fast responses show how much they care about their customers. Even if there have been little bugs that aren't a huge deal, the response time is still wonderful. I have emailed them several times and within the next day, they have responded with an answer. There have been one or two times where they have no idea of a bug and were not able to supply an answer to us, but these were minor and they still responded quickly.

Crazy Egg Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No - Being a smaller company, paying for premium support does not benefit because there just is not enough problems that come up where it would be worth it. It is not something that needs to be worried about with Crazy Egg. They are about their customers and it shows with their response times.

Bug Resolution

Yes - I have reported a few bugs to Crazy Egg. Every single one was responded to in a timely manner (max of two days if my memory serves me correct) whether or not they knew the answer. Most times they did, but every once in a while I could tell there was a bug but they had no record of it in their system.

Exceptional Examples of Crazy Egg Support

There was a time that Crazy Egg had a bug that shut down all of the websites at the company I was working for at the time. This bug caused the loss of thousands of dollars, maybe even hundreds of thousands of dollars. Obviously there is not anything Crazy Egg could do about it at that point in time, but fix it right away. After contacting them about the bug, they personally gave the company free Crazy Egg for life. This is a once in a lifetime chance that it would ever happen, but they responded quickly, to the best of their ability, and made up for it the best they could.

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