Customer Experience Swiss Army Knife
August 16, 2019
Customer Experience Swiss Army Knife
Score 10 out of 10
Overall Satisfaction with Quantum Metric
We use Quantum Metric (QM) on our eCommerce website which is available on desktop and mobile devices. QM helps us understand customer behavior, identify struggles and determine where we can make improvements. We've been able to find critical drop offs in conversion rates for various parts of the site and prioritize bug fixes and updates. I have been involved with the team at QM in creating customized dashboards and tracking events. These have given us insight into user trends that we had no way of getting through any other tool (we use several other analytical tools). The replay feature has been extremely useful. We have been able to see consumer struggles at a personal level and diagnose issues much more quickly. Currently the Ecommerce and IT teams use QM extensively, but I have also been an advocate for using QM through all teams, eCommerce, Marketing, Brand, UX, Finance, and IT.
- Interactions tab that shows a heatmap. Includes conversion rates based on interactions with different aspects of the page.
- Customization of funnels (although not all users can do this)
- Watch user playback including in real time
- Customize-able dashboards with a large variety of cards
- Reports & alerts allowing automation of important metric updates
- Ability to share links with others easily including searches and replays
- User interface takes some time to get used to, not totally intuitive (search, creating dashboard cards, etc.)
- Not all functions are available to all users and takes time to get proper permissions (pro and con)
- Informed product development decisions and features
- Identified problems/bugs on site and helped us fix them quicker and more effectively
- Gained insights into data before, during and after product launch and aided in tracking and quantifying trends
We use multiple analytics tools for various parts of the business. Quantum Metric's replay function is superior to any other tool we've used. The ability to see data and make custom dashboards is in many ways more intuitive than Adobe Analytics and other tools, although we still use those tools. Quantum Metric has many functions and better support and for that reason I tend to use it more than others.
I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
I've already recommended using QM to many colleagues and will continue to do so. I believe the tool is indispensable in understanding consumer behavior and getting insights where other tools cannot. QM is very well suited for a large eCommerce site. Although it may not be needed for smaller sites, I believe that it would still be useful in seeing where consumers are having difficulty and falling out of the sales funnel at great rates. We do not use QM as the source of truth for sales data or even web analytics but it is extremely valuable for user research and identifying site problems.
Using Quantum Metric
QM provides so much information. The information can almost always be accessed easily, but it can be overwhelming and there is a learning curve. Once you get a handle on how QM works, it becomes extremely useful and even fun. Sometimes the site is slow and because of this occasionally it takes a few attempts to do a task. Not all functions are available to all users and some features are still being rolled out. It would be beneficial to have easier access to some functions like this. It is also somewhat complicated to make changes to events. If you want to dive deeper into creating and tracking events/errors, you will need a more technical background or at least some training.