We are a business to business company and have B2B portal where retailers, wholesalers place bulk orders. We were getting calls on navigation problems, but I never got a full game report. This heatmap tool gave me that clarity. It gives us a visual way to see where in the ordering process our buyers run into issues, what product catalog pages they are spending the most time on and also just what content people are searching for prior to calling a rep (or that they aren’t finding because if it was all available with self service we wouldn’t be needed). The recordings of sessions have also been helpful for training new sales team members on common customer pain points. The simplicity of implementation was a huge advantage, the web team > had it up on our portal in < 1 day. Review collected by and hosted on G2.com.
The tool is quite obviously geared toward a mass audience, so some of the ecommerce-centric metrics don't really apply to our wholesale pricing and bulk order processes. More tracking of actions - Remote Content and Bulk Tier Access I’d really like to see the ability to track actions around downloading product spec sheets as well as viewing bulk pricing tiers. The data is great but it isn’t particularly easy to correlate directly with order sizes from our backend system (it does involve shuffling bits of paper around an office). Review collected by and hosted on G2.com.
