Transform your customer experience
Kamal Dua | TrustRadius Reviewer
Updated August 27, 2019

Transform your customer experience

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Quantum Metric

QM is one of the tools that my team uses day in / day out for troubleshooting customer issues, replaying customer session and finding various technical issues experienced by our customers. Its a go-to tool not just for the replay session feature but also for daily reporting, and funnels. QM has taken a giant leap in integrating with other tools such as Amplitude, TopBox, Splunk, Evergage etc. We have been able to troubleshoot a wide range of issues affecting the customers and make changes in our user interface, product design, and content. Seamless integration with the web and app.
  • Filter for specific events, errors our customers received and seeing the overall impact.
  • Integration with other tools.
  • Fast replay.
  • QM team takes feedback and help resolve issues faster and also implement new features.
  • Dashboard and reporting.
  • Alerts.
  • Reporting on specific customer segments.
  • Retention of customer replay sessions for a longer duration.
  • Had identified some major issues while replaying sessions which help reduce operational cost, and reduce the volume to the call center.
I have used some other replay products which were not as good when compared to QM. QM is fast ,responsive and easy to use.
QM support is exceptional. Just drop them a note and it is acknowledged and resolved within a day!
We selected Quantum Metric for its great user experience, fast replay and easy reporting.
The customer replay session is the main core of this tool. We have identified many issues which could only be possible while replaying sessions. One of the other big advantage of this tool is the integration with other tools.
It is not suited or a replacement for an analytics tool, but for basic analytics it is fine.

Using Quantum Metric

Support Operations, Marketing, Engineers, Product, Analytics, Monitoring
1 - I am aware of only one person who interacts with QM Team. We get to meet QM team to share feedback, new product launch and various new initiative
  • Replay sessions
  • Basic Analytics
  • Troubleshooting
  • Integration with VOICE of Customers tool like Topbox
Easy to use tool, fast and interactive sessions. Integration with other tools.

Evaluating Quantum Metric and Competitors

Yes - Tealeaf was replaced by QM

Cost, issues and support were the main deciding factors
  • Price
  • Product Features
Price and feature

Quantum Metric Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Problems left unsolved
Slow Initial Response
Yes - it was resolved quickly.
we had trouble with replay session or performance of tool. it was resolved quickly.

Using Quantum Metric

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Familiar
Inconsistent
  • Replay session
  • Search customer
  • Dashboard