Contentsquare

“The Contentsquare platform is so intuitive; new users can get going straight away, which means as our QA team evolves and changes, we can easily and quickly bring new users.”

“Ultimately, content is still king. We’re definitely focused on getting as much quality content on our site as possible. Contentsquare will be critical in helping us understand if and how our content is getting us the leads we need.”

“Now, of course, these weren’t decisions that generated millions of dollars in revenue or anything like that!" says Tim. “But it’s this kind of insight that we can bring back to the team to solve, get to market quickly, and often see a positive impact on our revenue. Contentsquare enables us to make those tweaks again and again, and that adds up.”

“The more conversion our site drives, the more help we are providing to families in need. Contentsquare is uniquely valuable to us as it visually ties behavior on the website to revenue. That’s powerful in helping our product team understand how helpful and performant our experiences are.”

“It gives them a taste of what Contentsquare can do,” explains Tim. “Immediately they can see how you can use Contentsquare to view heatmaps on pages for dozens of different metrics and dimensions. And once they’re hooked, they just get deeper and deeper into it.”

“One thing we love about Contentsquare is how it democratizes data,” he says. “It’s really straightforward for anybody to understand and use it, and get insights from it that they can easily share with others. That said, it can be like a big puzzle at first. There’s a lot to learn!”

“We encourage people across content, marketing, and product to use Contentsquare as much as possible,” says Tim. “We push the product design team to utilize Contentsquare as they evaluate their in-market user journeys and experiences they've designed. This maintains our data-driven and iterative approach: we learn as we go and release iteratively, but we always have a broader plan and never settle for a 'poor experience'!”

“In Product, we connect actions and investments to business outcomes. This means we need to understand and measure the problem, put together our hypothesis, and decide if and when to ship to market. Contentsquare is a key part of that pre and post analysis.”

“Or we might notice that the call-to-action (CTA) button has a low exposure rate , which means only a certain percentage of visitors are scrolling far enough down to see it—and so it probably needs to be moved up.”

“The platform also helps us identify issues blocking the path to conversion,” says Tim. “For example, using heatmap analysis , we might spot a page element that visitors are rage-clicking on, which means that element could be broken or just misleadingly captioned.”

“Contentsquare allows us to quickly understand how users are engaging with and experiencing pages on our website,” says Tim. "After a landing page is launched, for example, we can get in there very, very early and see how page elements are performing, and what the knock-effect on conversion rate and revenue is.”

“"Listen to the customer," Michele emphasized. "We have to collect and connect all the dots across our systems to understand the right approach and the right way to communicate with customers."”

““Something we noticed on our homepage was that customers and users wanted to check out our collections and read more about them,” said Martina. “They value our heritage, so we wanted to optimize their journey for that.””

““Because it is a sport and you cheer for your team, of course, you want to be a part of your team and see all the information and all the watches we can offer for your team. But it was something we didn't think about before using Contentsquare,” said Martina.”

“"I'm really a huge fan of Session Replay," Michele shared. "Sometimes I just go there after reading the numbers in tracking tools and seeing the patterns. Then, I use Contentsquare to understand the frustration or the purpose behind the behavior."”

“The platform bridges the gap between raw data and real understanding, enabling stakeholders across product, UX, CRO, content and leadership…”

“Contentsquare gives us deep insight into how visitors interact with our website….”

“It's genuinely one of my favourite tools we've got…”

““By creating separate sign-up forms for specific articles, we've increased our conversions by roughly 20%.””

“The biggest benefit in Hotjar by Contentsquare for myself and for our team is providing context. We have our own data warehouse, we import data from CRM and marketing automation tools, and we know as much as one can know about their clients. But with all the statistics, we still feel like there's a huge benefit in the context of just watching actual sessions from actual clients—just like I would sit behind them.”

““今までコンテンツの良し悪しを掲載商品の受注数やセッションでしか計測できなかったところ、Contentsquareを導入したことでクリック率・CVR率など様々な指標で確認できるようになり、とても役に立っています。 特にゾーニング分析をよく使っており、サイト改修のための分析だけでなく、日々のサイトコンディションのチェックにも使えるので、それをもとにコレクションの掲載位置変更や掲載商品の選定を行っております。 ””

“答えは、常にお客様の行動の中にありました。私たちはその声なき声により深く向き合うことで、次の意思決定につなげていきます。顧客を共通言語にしながら、より良い意思決定を続けていくこと。それが、私たちQVCジャパンの挑戦です。皆さんの会社には、どんなロストジャーニーがあるでしょうか。”

“今回の取り組みは、Contentsquareというツールだけで実現したものではありません。部門横断でパイロットメンバーとして一緒に悩み、計測を疑い、分析を疑い、何度も試行錯誤してくれたQVCジャパンのメンバーがいたからこそ、顧客の声なき声に近づくことができました。”

“QVCは電話注文の時代から「顧客理解が強み」と考えてきましたが、デジタル上の行動を可視化することで、私たちが想定していた導線と実際のお客様の行動との間にギャップがあることが分かりました。”

“Contentsquareを導入して顧客行動のデータを分析した際、私たちは、これまで十分に捉えきれていなかった顧客体験上の摩擦に気づきました。お客様が期待している情報や操作体験と、私たちが用意していた導線との間に、見過ごせないギャップがあったのです。”