Features used: Impact Quantification, Error analysis, Session replay
Time: 20 min.
Get more value from your Application Performance Monitoring solution by seeing how performance truly affects your customers’ experience. What do slow load times mean for your customer? What is the root error causing your customers to behave the way they do? And how do you prioritize what to fix based on impact on the business?
Contentsquare integrates with:
Set up
1. To implement any integration, access the Integrations catalog in the CS Console.
2. Use this guide for a step-by-step guidance on the implementation steps.
3. Wait for the integration to be deployed by CS Support team.
4. After the integration deployment you can start creating your relevant segments and start your analysis.
Segments setup
- Find the dynamic variable corresponding to the right campaign and its value. Use our tracking assistant extension for a quick check of the variable and value you need.
- Then, you’ll be able to create the relevant segments by using the Dynamic Variable condition.
Common use cases
Identify the root cause of customer struggle and error
1. When you receive an alert or observe errors on a specific URL, device, browser, etc., in your APM tool, make a note of the outlined parameters and navigate to the Error analysis module.
2. Use the search field to narrow down your analysis and utilize the filtering tabs, such as custom attributes, status codes, and types of errors.
3. You can also view and analyze errors by pages or by page groups.
4. When you find the error, open the side panel to view the data for visitors who encountered the error and examine the following:
- How many sessions are impacted?
- What is the conversion loss and missed opportunity?
5. From the side panel, you can either troubleshoot the error by creating a Jira ticket, or you can continue your investigation in Impact Quantification or Journey Analysis. You can also visualize the error in Session Replay.
Example of an error shown in Error Analysis: The 'Notification Shown' error, identified on the Checkout pages, has appeared in 176 sessions and led to 63 lost conversions, equivalent to an approximate missed opportunity of $32,571.
Understand how performance affects customer experience and revenue
1. During your analysis within your APM tool, you may encounter CTAs and links in the UI that open tabs with direct URLs to sessions in Contentsquare.
2. Alternatively, you can navigate directly to the Session replay list, apply the segment for the desired audience in the Analysis context, and begin reviewing sessions.
3. Go from Session Replay to Impact quantification to determine if others have encountered the same error and to gauge the extent of the issue. Keep the same user segment and use the Compare functionality in the Analysis context to compare against the opposite scenario (e.g., users experiencing the error versus users not encountering the error). Consider the following:
- Detected opportunity: Are the results statistically significant? Is there a difference between the conversion rates of the two segments? How much additional revenue you could gain by fixing the error?
- Goal conversions (E-commerce or another set goal) and actual transactions (Revenue and Median cart):Does encountering an error have an impact on conversions? Is the error preventing users from reaching a specific goal? Are the users encountering the error less likely to complete a transaction? What revenue are they generating? How high/low are their cart values?
- Other UX metrics (Bounce rate, Average Page views, Average session time): Are there any observable differences in how the two segments consume the site?
4. This exercise can help with the data-driven prioritisation approach to what optimisations to focus on based on a chosen KPI.
Example of an analysis in Impact Quantification comparing users encountering a particular API error(Segment A) vs those who don't (Segment B) : Segment B is 33,3% less likely to convert. Fixing the error could result in an additional revenue of $21,756.
Go Further
- Discover how to further enrich your data through integrations with a webinar recording featuring a Contentsquare expert sharing valuable insights, tips, and best practices.