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Hotjar Ask

Category: Voice of Customer

ⓘ  It is no longer possible to add this integration

The integration with Hotjar Ask has been removed from our integrations catalog and can no longer be added. However, if you've previously set up this integration it will continue to work as expected and is visible in the 'Installed' tab of your integrations catalog.

This integration is only available for Web projects, and is available for Business or Scale Hotjar plans only. Please note, only Surveys are supported, not Feedback.

What to expect

Contentsquare's two-way integration with Hotjar Ask adds a visual layer to your Voice of Customer analysis, making user surveys actionable thanks to real-session insights gained from visualizing experiences using Contentsuqare's session replay and suite of advanced analytics tools.  

Uncover the real behavior behind user surveys:

  • Access Contentsquare Session Replay through a single click in Hotjar Ask to understand why a user complained

  • Get the full picture by merging the survey responses with session replays automatically

Get a deeper understanding of the root causes:

  • Use reverse journey capabilities in CS Journey Analysis to view the most common paths leading up to feedback submissions

  • Capture ratings in Hotjar Surveys and segment users based on their survey data in Contentsquare

Quantify issues to prioritize fixes:

  • Spotted an issue in session replay? Quantify business impact to see whether you should prioritize resolution

  • Scale an issue across all site users, rather than just ones that completed surveys and quantify business impact

  • Figure out whether an issue is an outlier impacting only one user or a more widespread trending issue

Use Cases 

Exit intent

Find out why users abandon their carts without checking out. Combine findings from session replays with the survey responses.

NPS

Measure how happy your users are. Watch replays to understand the reasons behind the scores.

Bug Reporting & UX Troubleshooting 

Whenever your team sees a user who reported a bug or gave a negative response due to a UX issue, go to Contentsquare to identify the problem or validate your assumptions.

Beta Launch Surveys 

Launch a Hotjar survey to collect feedback from recruited customers to improve the Beta. Use Contentsquare to see how they used the Beta feature and where they get stuck.

What we collect

Dynamic Variables

Key Value Data Type
FB_HJ_Survey Invitation Displayed Survey ID : {ID} Text
FB_HJ_Survey Displayed Survey ID : {ID} Text
FB_HJ_Survey Response Submitted Survey ID : {ID} Text
FB_HJ_Survey Completed Survey ID : {ID} Text
FB_HJ_Survey Response URL {HTTP URL} Text
FB_HJ_{SurveyID} : {Question Text} {Question Response} Text / Number
FB_HJ_{SurveyID} : Question {Index#} {Question Response} Text / Number

Artificial Pageviews

In order to have artificial pageviews triggered for these options below, you will need to ask your Contentsquare CSM or Support to enable a feature which will allow these to be sent. Note that these are specifically for usage in the Journey Analysis module of the Contentsquare application.

Trigger Value
Survey Invitation Displayed cs_hotjar=survey_invitation_displayed
Survey Displayed cs_hotjar=survey_displayed
Survey Response Submitted cs_hotjar=survey_response_submitted
Survey Completed cs_hotjar=survey_completed

What we send

Session replay

To properly make use of the replay feature you need to either have 100% recording ratio or ETR (Event Triggered Recordings), please talk to your CSM about this.

URL Example: https://app.contentsquare.com/quick-playback/index.html?pid=3771&uu=cc912cdb-ee03-a739-a659-ad2a5b1f08bb&sn=12&pvid=1&recordingType=cs&vd=hj

Implementation

Implementation Steps

Note that in order to use this integration you will need to be using a Hotjar Business or Scale Plan.

Please go to the section How to request an integration to see the instructions to enable this integration. You can then return here once completed.

If you have already completed the step above then continue below.

Verifying it works

You can use the chrome extension to check the results are sent to CS

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If you are using the replay feature then you should see this in your survey responses in your Hotjar account.

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How to use

Find and watch Contentsquare session replay from Hotjar Ask

1. Go to Hotjar Surveys and select a survey.

  • When a Contentsquare session replay link is available, you will see a Contentsquare icon on the right of a survey response.

2. Click on the Contentsquare icon to jump to the Contentsquare Session Replay.

  • When a Contentsquare replay link is available, it will replace the default Hotjar session replay link.

CLICK_ICON.png

Reach survey answers in Hotjar Ask from Contentsquare Session Replay

If you find a session replay where a user interacts with a Hotjar survey, you can quickly jump to the submitted answer in Hotjar. This allows you to access qualitative data such as answers to open-ended questions that we don’t collect in Contentsquare via the integration.

1. In the Contentsquare Session Replay player, click on the option in the bottom left and click on 'Show variables'.

USE_HOTJAR_-_1.png

2. Go to the 'Dynamic Variables' tab, find the 'FB_HJ_Survey URL', and click 'Copy value' to copy the Hotjar Ask survey response URL to your clipboard.

USE_HOTJAR_-_2.png

3. Paste the link in your browser to be redirected to the detailed response in Hotjar Ask.
USE_HOTJAR_-_3.png

Apply segmentation in Contentsquare based on survey data from HotJar Ask 

1. Go to the segment builder of the Contentsquare Analysis context and select the 'Dynamic variable' condition.

SEGMENT_-_1.png

2. Select one of the dynamic variable keys and the corresponding value you want to filter on. 

SEGMENT_-_2.png The variables include:

Variable Info 
FB_HJ_Survey Displayed the value is the Survey ID. This data is received when the first survey question gets displayed to the user.
FB_HJ_Survey Response Submitted the value is the Survey ID. This data is received when the user submits at least one response to any question.
FB_HJ_Survey Completed the value is the Survey ID. This data is received when the user submits the the response to the last question of the survey and hence completes the survey.
FB_HJ_Survey Response URL the value is the link to the survey response in Hotjar. It’s not designed to be leveraged in the Analysis Context but more in the Session Replay to be able to jump to the details of a survey response from there.
FB_HJ_<Survey ID>: <Question Text> in this variable key we encode the survey ID (to be able to target a specific survey) and the question text that you can search on to target a specific question (example of variable key: FB_HJ_8805: How likely are you to recommend us to a friend or colleague). The value is the response to this specific question. The value type (number or text) will depend on the question type (see below).
FB_HJ_<Survey ID>: Question <Order> in this variable key we encode the survey ID (to be able to target a specific survey) and the question order in the survey (example of variable key: FB_HJ_8805: Question 3). The value is the response to this specific question. The value type (number or text) will depend on the question type (see below).
Note: Both the variables FB_HJ_<Survey ID>: <Question Text> and FB_HJ_<Survey ID>: Question <Order> allow you to target a specific question. You can use the one that is less subject to change along the lifetime of your survey campaign (for example, if you rely on the question text but that you update it in the middle of the survey campaign, you will end up with different variable keys that won’t be aggregated together by default, unless you use a OR condition in your segment).

When filtering on specific questions (by using either the FB_HJ_<Survey ID>: <Question Text> or FB_HJ_<Survey ID>: Question <Order> dynamic variable), the value type will be either:

  • number for the following question types:

    • NPS

    • 1 to 5 scale

    • 1 to 7 scale

  • text for the following question types:

    • Reaction (from “Not good at all” to ““very good”)

    • Yes/No question

    • Single selection dropdown

 

FAQ

Do you collect responses to open-ended survey questions that can potentially include user personal data? 

No. Contentsquare only collects close-ended questions or ratings/numeric questions that do not contain any sensitive information. Learn more about what is considered personal data here.

Once Hotjar Ask is activated do I have the option to keep the default Hotjar Session Replay link instead of the Contentsquare replay, or can I display both?

No. In the current version of the integration there is only one session replay link, and it will be the Contentsquare replay link when available.

You can still find the Hotjar session replay links by going to the dedicated session replay interface and using filters.