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A great tool providing customer insights and analytics
August 08, 2019

A great tool providing customer insights and analytics

Krisztina Orban | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Quantum Metric

Quantum Metric makes it easy to understand and troubleshoot issues, hence gives us the ability to find out and address customer frustrations. Not only can we review all customer interactions with our platforms, but we can also easily see stats and reports on how often such issues occur giving us an overall picture of our products' performance and customers' behavior.
  • Quantum Metric highlighted usability issues and bugs that were not noticed nor reported before.
  • We can filter for specific errors our customers received, see the overall impact, and act accordingly.
  • We can understand how our users are interacting with our platforms, when and how do they convert, and what the possible causes of abandonment are.
  • Filtering is a little complicated.
  • It is easy to get lost while navigating on the platform, especially if looking for a specific issue.
  • The biggest impact has been on improved customer insights. We can now better understand how our users behave on our platforms so we can address and improve the features and user flows we had no insights on before.
It's a great tool but takes a while to learn to navigate in it and be able to find what you are looking for. Once you get the feel of it, it gets easier, however, I always find filtering complicated.
The support is amazing! Whatever we raised to the team, or requested an improvement around, we always received prompt feedback and support. The team is very cooperative and attentive, and they want to make sure their users can make the best out of the product. It is always a pleasure working with them.
This tool combines all the features the above tools provide. All the events are recorded, hence it is not only a great base for reviewing customer interactions but also to use it for analytical purposes.
It is really good to review recordings of customer interactions based on errors/issues occurred, or when we just want to see how our users are reacting to a new features, change of user flows etc. The tool is also great for basic analytics.
What could be improved is the grouping or categorization capabilities of the recordings. There are plenty of filters, but they are quite complicated to work with.