This software will only help your website become better!
What do you like best?
It is great to see customer feedback and watch how they used your website. If you are wanting to make your website more user-friendly, what better way than seeing how they actually use it firsthand!
We have had customers who have a hard time finding a page, and I have watched how which keywords they use or what areas they click to find something. We usually have what they are looking for, but we have learned better ways to make it easier to find.
We also look at the negative versus positive keywords to see what the commonalities were. For example, we foudn out our checkout had glitches with PayPal because many customers comlaints has 'PayPal' mentioned in their negative reviews.
There is also a heat map feature which is handy to show you if any scrolls and clicks below the fold on any pages.
What do you dislike?
I takes a while to figure out how to use the system best and find the sessions. If any changes are made on the checkout pages, it can disconnect from sending all the information to the platform.
You cannot see any pop-ups in the session viewer, so you can miss some of the steps the customer used in sign-up forms or checkout pop-ups. You can now track some of the PayPal checkout process, but we were not able to see if there were any issues there before. This makes it difficult to see what exactly between PayPal and our system went wrong.
We only see the session of customers who placed orders. We are not able to watch someone browsing live even if they are logged in under their account.
What problems are you solving with the product? What benefits have you realized?
Reports break down which devices and browsers customers use, and you will see which device and browser are used on individual sessions. This helps, for example, if we do not notice any issues on Google Chrome desktop but see that iPads with Safari have glitches. We then report this to our IT team, who can watch the session and see what happened exactly to fix it.
Besides fixing checkout, we have also updated the design layout of our pages to fit where customers slick and search more.
