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Quantum Metric has made it easier for us to support our customers
August 21, 2019

Quantum Metric has made it easier for us to support our customers

Nancy Hom | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Quantum Metric

Quantum Metric has become a critical tool in our organization. It has been deployed on a combination of external applications and internal applications, mainly C2C but also B2C and B2B applications, providing us with insights as to how the applications are being used. This tool has been powerful in helping to identify customer struggles, but also to discover use cases that we hadn't envisioned until we started looking at not only the customer behavior but also the system data that supported the user session.
  • Easy implementation and integration. Since Quantum Metric is java-based, this has removed the dependency on supporting and managing SDKs and infrastructure.
  • Quantum Metric UI is extremely intuitive and allows the majority of users to use the tool efficiently without a ton of training.
  • Quantum Metric continues to expand its feature list and capabilities. I've worked with many other tools, and it's amazing how quickly new features are deployed.
  • Quantum Metric is taking a lead in integrating its tool with other vendors.
  • Quantum Metric's data extract and reporting capabilities are limited. I would like the ability to better define data extract properties.
  • Quantum Metric's funnel charts could be improved, mainly in the UI area.
  • Positive - Has helped to reduce fraud by identifying patterns.
  • Positive - Monitoring applications and providing the ability to identify issues quickly as well as root cause determination.
Even though the tool is easy to use, there is still some training required. 80% of our user base wants to replay sessions, but about 20% are superusers that wish to use the tool to its full capacity. Quantum Metric provides various ways to provide support, but still, some training is necessary.
Support is provided in many ways:
  1. Popup chat
  2. Designated QM Support Email
  3. Online help text
However, more could be done to the UI that could be deployed to help the user.
IBM Tealeaf features and capabilities were falling behind in the industry. ClickTale was very similar to IBM Tealeaf. We also reviewed Full Story, Crazy Egg, Glass Door, and others.
Quantum Metric was clearly a leading-edge solution as we no longer had to worry about supporting SDKs, sampling (ClickTale), and infrastructure management.
Quantum Metric was easy to deploy (javascript) and easy to maintain.
Finally, the biggest obstacle was removed by opening up the Quantum Metric platform to all of our applications at once by purchasing an all-in-one licensing model (versus having to buy additional licensing / modules which is what we had with IBM Tealeaf).
One area where Quantum Metric helped us is in identifying fraud patterns, specifically to identify sites that posed as ours (phishing). It has also really allowed our Marketing Team to understand how the customer interacted with our pages, and whether they led to a conversion or where they struggled. One scenario that we are currently working on is to integrate Quantum Metric data with our application on a real-time basis, which could drive an alternative to the current customer experience.