Surpass standards with advanced experience analytics.
See why Quantum Metric’s experience analytics stand out as the industry gold standard. Expertly surface customer pain points and capitalize on quantified opportunities. By crafting experiences that deeply resonate with customers, you can ensure that they don’t just stay—but return time and time again.
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Real-time experience analytics to help you monitor, diagnose, and optimize your digital journeys.
Monitor every experience in real time.
With continuous monitoring and ML alerts, know about customers struggles ahead of customer complaints.
Quantify friction in one click.
Calculate the “cost of doing nothing” and quantify business impact from error pages, alerts, or individual session replays.
Leverage out-of-the-box data and insights.
Reduce the analytics burden with tagless autocapture and enable teams to move faster with industry-specific template guides and alerts.
Scale with security.
Capture 100% of user sessions with low overhead while keeping customer data secure.
“Quantum Metric provides a single source of truth around the customer experience and everyone can see and understand the impact of a problem, and agree on what’s most important. Technology and business teams have genuinely been brought closer together.”
Steven Teo/Head of Innovation and Digital Controls, Treasury & Payment Solutions, BMO
Experience analytics, which includes capabilities like friction detection and session replay, is a core component of the Quantum Metric platform, and we’ve built our platform to focus on critical needs for complex digital businesses:
- Ease of deployment via tagless capture
- Time to value with out of box B2C industry approach
- Real time monitoring and friction detection
- Ease of quantifying business impact
- Insights that serve business, product, and technical teams
- High fidelity session replays with minimal impact to site performance, even at 100% capture
Our experience analytics can help answer a wide range of questions related to customer behavior, preferences, and overall experience. Here are just a few examples:
- What are the most common paths or journeys customers take on our website or app?
- Where specifically do customers encounter obstacles or drop off during their interactions, and what does that experience look like (scrolls, taps, clicks, etc)?
- What features or content are most popular among our customers?
- How much time do customers spend on specific pages or sections of our digital platform?
- What are the click-through rates or conversion rates for key calls-to-action?
- Which marketing campaigns or channels are driving the highest engagement and conversion rates?
- What is the overall sentiment or satisfaction level of customers based on their feedback or reviews? How can we tie that to user behavior?
- How do different user segments or personas engage with our digital platform?
- Are there specific user interface elements or design elements that need improvement?
- Which customer touchpoints or channels contribute the most to customer satisfaction and loyalty?
Quantum Metric experience analytics can provide insights into customer behavior, preferences, and pain points. Here are a few sample use cases:
- Identify pain points and obstacles where customers face difficulties, such as confusing navigation, lengthy forms, or slow-loading pages.
- Optimize touchpoints and interactions to improve website navigation, streamline funnels, and enhance the user experience at critical touchpoints.
- Personalize the customer journey by delivering tailored recommendations, customizing content and offers, or rescuing customers in real time based on behaviors or friction.
- A/B testing and experimentation by testing variations of design elements and identifying which variations perform better to make data-driven decisions and optimize the experience.
- Continuously improve using an iterative approach to allow for rapid, continuous optimization and refinement of the experience over time.
- Tie customer feedback to behavior by measuring how customer satisfaction levels (or specific survey verbatims) impact the overall user experience and business outcomes, helping quantify and prioritize improvement efforts.