Introduction
Integrate with your Voice of customer tool (VoC) to replay the exact sessions leading up to VoC feedback to understand the friction or query and quantify how many others also experienced the problem.
Get an in-depth behavioral analysis of the visitors who have voiced feedback and study the reasons for their negative or positive feedback.
See the full list of VoC tools Contentsquare integrates with.
How to leverage VoC with Digital Experience Monitoring
Step One - Visualize user issues via Session Replay
Browse your VoC solution to find the specific feedback you want to investigate and click a link or button in the UI that will open a tab with a direct URL to a session in Contentsquare.
Use Session Replay to pinpoint the element that is causing the user to struggle.
Step Two - Quantify how many other users are struggling with the same issues
See if the issue is isolated to one customer or widespread.
Use the Event Stream to select and "Quantify" the action/error to be redirected to Impact Quantification.
Use the Opportunity widget to understand the impact on conversion and revenue.
Use the Localize widget to see which browsers, devices and OS are most affected.
Step Three - Understand the journeys leading to the feedback
Go to Journey analysis and use reverse journeys to see the most common paths leading up to the specific types of complaints/negative feedback.
Create segments based on feedback
Create segments based on a specific event related to a type of feedback or for a specific feedback score to understand how happy customers might behave differently from those with a lower score.