Quantum Metric’s customer journey analytics provides deep insights into every digital touchpoint, so that you can make faster data-driven decisions based on real customer behavior.
Increase engagement and feature adoption, identify promoters and detractors, and make more informed redesign decisions.
Understand how audiences engage across channels, identify underperforming experiences, and uncover friction that impacts campaign performance and conversions.
Reduce customer abandonment, discover drop-off points faster, and improve conversion rates across critical customer journeys.
Combine behavioral insights with offline data from loyalty programs, in-store experiences, contact centers, and more to create tailored customer journeys.
Automatically capture and visualize customer behavior across online and offline channels, helping teams understand how customers navigate digital experiences in real time.
Gain deeper insight into how customers move through your website or mobile app using our ready-to-use behavioral data set and access to session replay, events, errors, top clicks/taps, and more. Understand where users struggle, what drives decisions, and which journeys lead to conversion.
Watch secure, high-fidelity session replays that show exactly how customers interact with your website or app. Visualize customer behaviors, uncover friction faster, and help teams align around a shared understanding of the customer experience.
Pre-built dashboard templates help teams monitor and improve important customer journeys quicker, with instant KPI alerts and step-by-step insights available within minutes instead of weeks.
With Quantum Metric Journeys, understand the business impact of every customer interaction.
Use customer journey analytics to measure how updates, features, and interactions perform across online and offline channels so teams can improve experiences faster and resolve issues more efficiently.
Identify bottlenecks, friction, and confusing moments in the customer journey by analyzing navigation patterns, roadblocks, and key abandonment points.
Gain a more complete view of how customers move across channels so teams spend less time stitching together data sources and more time delivering strategic recommendations.
Customer journey analytics (CJA) is the process of understanding how customers interact with an organization across multiple channels over time. The goal is to deliver optimal customer experiences across touchpoints by providing cross-functional teams with a 360-degree view of the customer.
CJA identifies key moments when customers choose to proceed with a purchase or drop out of a certain path. This allows organizations to steer away from negative paths to improve the customer experience.
A practical example of customer journey analytics is the ability to track and visualize total visits that started on the website, reached out to the contact center, visited a retail store, and then either abandoned or completed a transaction on the native app.
Customer journey analytics and customer journey mapping are distinct but interconnected aspects of understanding the customer experience. Customer journey analytics involves tracking and measuring customer behavior and interactions across the various channels of your business. Customer journey mapping, on the other hand, is a collaborative process (often involving workshops between internal researchers and customers) of gathering qualitative and quantitative data about customer expectations, perceptions, and realities across the customer journey.
The goal is to understand the gaps between what customers desire and expect from an experience vs. how they perceive the experience vs. how they actually behave during the experience at each step of the journey across various channels.
In other words, customer journey analytics can be used as a behavioral data input into the overall customer journey mapping process.
Customer journey analytics can vastly improve the customer experience by helping businesses better understand and empathize with their customers. The insights derived from customer journey analytics tools like Quantum Metric Journeys help CX, digital, and support teams drive improved ROI and overall customer satisfaction by identifying, optimizing, and/or personalizing customer journeys.
Quantum Metric collects all of your customer journey data together in one place to not only understand the paths your customers are taking through your website, mobile app, and even contact center or store, but also why they have taken that path or abandoned it.
Using a combination of Sankey charts, sunburst diagrams, session replay, and omnichannel insights, Quantum Metric helps teams across the organization improve KPIs related to engagement, conversion, and drop-off. For example:
Quantum Metric stands out for its ability to easily pivot from journey visualizations to contextual session replays and to easily enrich any offline data source with actionable omnichannel insights. For example, by linking call center data to digital session data, you can diagnose the events that lead to calls. Or by uploading offline purchase data, you can optimize digital experiences for offline conversions.
While most customer journey analytics tools show the various paths and drop-offs of users, Quantum Metric helps teams understand why customers struggle and how those struggles impact business outcomes.
Other journey analytics tools include visually appealing Sankey charts, but the insights they provide can feel a bit limited and static. Quantum Metric’s real-time quantification plus visualization helps your brand understand the “why” behind customer paths and the steps you need to take in response – whether it’s fixing a specific error or capitalizing on a revenue opportunity.
Plus, with Quantum Metric’s autocapture, you get hundreds of out-of-the-box behavioral indicators and automated step analysis, allowing you to quickly prioritize the most important business opportunities and take action.
Yes, Quantum Metric customer behavioral data and technical data populate in real time across the platform. This means that if you release a feature, you can automatically visualize how customers use different channels throughout the journey, so you can proactively address fixes or enhancements.
Customer journey analytics can provide answers to a wide range of business questions that help you improve customer experiences, product development, and marketing strategies. A few examples:
Schedule a demo of Quantum Metric to understand how to transform your digital strategy.
