Transform your customer experience
Updated August 27, 2019
Transform your customer experience
Score 10 out of 10
Vetted Review
Verified User
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.
Pros
- 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.
Cons
- 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.
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
- Bot attacks
- Integration with VOICE of Customers tool like Topbox
Evaluating Quantum Metric and Competitors
Yes - Tealeaf was replaced by QM
Cost, issues and support were the main deciding factors
Cost, issues and support were the main deciding factors
- Price
- Product Features
Price and feature
Not sure
Quantum Metric Implementation
Quantum Metric Support
| Pros | Cons |
|---|---|
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
| Pros | Cons |
|---|---|
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
- Alerts
Comments
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