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Business Critical Tool and Excellent Customer Support
September 03, 2019

Business Critical Tool and Excellent Customer Support

Erica D'Aloia | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Quantum Metric

Quantum Metrics has been one of the best tools I have ever used. Being able to see customer sessions and replays has been extremely eye-opening for identifying customer pain points and issues to having a better understanding of the customer experiences and product finding methods on our site. Additionally, our Quantum Metrics account management team has gone above and beyond in their level of service by helping build dashboards, tag new events, quantify errors/issues and understand the full customer journey.

It is used throughout the company from the IT team in monitoring cart and checkout alerts to category merchants looking at heatmaps to see a page's performance and engagement. Quantum Metrics has become a business-critical tool we use on a daily basis, and I personally learn something new about our site or our customers every time I watch a session.
  • Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website.
  • Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience.
  • Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test.
  • It would be great if we could see some of our sessions for a long time period.
  • Had to see heatmaps for modals that live throughout the site such as navigation or search bar.
  • Positive ROI impact on conversion with identifying customer frustration points.
  • Positive ROI impact on revenue and cart abandonment with flagging customer-facing error alerts.
Excellent customer support, and their account team is amazing to work with! They have come on site a handful of time but we now run weekly office hours to have an open dialog on any questions or open needs - this has been extremely helpful and informative!
Quantum Metrics is great for all websites, regardless of how complex the website the business is. It is not great for mobile apps since there can be some security issues with data/session replay with Apple iOS versions.

Using Quantum Metric

Having formal training on the tool, I would rate it a 10 - since I had training I find the tool extremely easy to use, I find it easier than some of the other traditional analytics tools - but overall rating of 8 because I know new users with no training can be confused at first on how to use the tool. Quantum Metrics provides numerous trainings and all reviews are recorded for easily viewing again or at a later time. It's best to have an in-house analytics person who can be your Quantum Expert for quick/small questions, but Quantum Metrics is extremely attentive and responsive whenever anyone on has reached out with a question.