Brands are working to deliver great experiences through an ecosystem of tools, but with infinite variables and siloed data, the path to success can feel complex and tangled. Quantum Metric is a great place to start.
Quantum Metric is a continuous product design platform that lets users leverage real-time digital insights to improve products. It gives complete visibility into the customers’ product experience and helps prioritize the most important product features that have the most impact on the brand.
The platform automatically surfaces technical and behavioral insights, driving unparalleled visibility into every digital customer interaction securely and at scale. The analytics platform prioritizes opportunities based on business impact, ensuring maximum efficiency and organizational CX alignment.
Overview of Quantum Metric
Quantum Metric helps organizations build better digital products faster. Its platform for Continuous Product Design gives business and IT teams a single version of truth that’s fast, quantified, and grounded on what customers actually experience.
The Continuous Product Design platform combines the power of real-time analytics and monitoring. Session replay gives business and technical teams a 360-view of how customers experience digital products. It does this by capturing behavioral, technical, and business-level data across both web and native applications, from clicks, taps, scrolls, and rage clicks to 404 errors, and long-running spinners.
Also, a machine intelligence layer monitors the experience for anomalies and quantifies and prioritizes the most important opportunities. All of these happen in real time.
With a simple javascript tag or SDK deployment comes instant, quantified visibility into the customer experience across the web, native app, or kiosk. Teams work off a single version of the truth that is based on the most important perspective — the customers. This is why companies, like Crate&Barrel, GSK, Alaska Airlines, and Western Union, use Quantum Metric to get more cross-team adoption than any other digital partner.
Furthermore, Quantum Metric’s raw data encompasses customer behaviors, anomalies, and technical performance indicators. It is offered exclusively through Google BigQuery.
Features of Quantum Metric
Atlas
Eliminate guesswork and expedite expertise. Quantum Metric Atlas is a collection of guides that outline the critical questions you need to ask to build the best experiences.
- Ask the right questions about your data using baked-in digital expertise: Instead of feeling inundated by data and analytics, get a guided approach to understanding what happened, what’s broken, and where to optimize.
- Reduce time spent on identifying, prioritizing, and resolving what’s broken: Monitor the primary KPIs for every customer journey and proactively surface and quantify friction. Spend less time figuring out what’s not working and more time working on what’s next.
- Accelerate adoption, and curb shelfware: With a self-service approach to insights, teams will feel more confidence, ownership, and impact. Everyone becomes a data hero.
- Achieve team and organization alignment: Gain all of the context—UX, technical, performance, and quantification—to collaborate cross-functionally and prioritize what will have the most impact.
Session replay
Viewing customer sessions builds incredible customer understanding. With just one click, product managers, UX researchers, engineers, analysts, or support agents can easily watch a customer’s session.
They can also integrate with other analytics tools, voice of customer, experimentation, application performance monitoring, support platforms, and more.
Features:
- High-fidelity session replay
- Works on all modern dynamic content sites
- Visibility on native mobile app
- One-click segmentation with “See more like this”
- Quickly jump to out-of-the-box events and errors
- Share specific timeframes with other teams
- Integrations with survey providers, APM, Jira, Slack, and more
- Full technical pane with network diagnostics
Interaction heat maps
Quantum Metric heat maps and scroll/click maps help you identify the intent of your audience at an aggregate level. This coupled with easy pivots to deeper page analysis allows for easier decision making.
Basic heat mapping is rudderless and lacks utility. Take your UX to the next level by associating page-level engagement with business outcomes and actual user sessions on web and mobile apps.
Visible
Quantum Metric Visible brings customer behavior to the forefront so you can quickly understand what’s impacting the customer experience. Operating in your browser and active on your website, It provides the answers you need from page and site-level metrics, heatmaps, top top-engaged elements.
You can even pivot into the Quantum Metric platform for further analysis.
Performance monitoring
Tackle the client-side performance issues that matter to your customers and your bottom line. Identify issues, quantify the business impact, and view the true user experience in one platform.
Use Quantum Metric Experience Alerts to intelligently monitor page performance, outages, API failures, and more across any segment. Once an alert fires, use pre-built webhooks to inform your monitoring and incident management systems like Datadog, Pagerduty, and ServiceNow.
Quantum Metric’s Solutions
Meet your goals faster with pre-built guides. Onboard teams more efficiently with out-of-the-box guides featuring dozens of micro-journeys tailored to your industry. Easily monitor, diagnose, and optimize every retail micro-journey.
Retail
Supercharge your focus on the digital retail experience. Understand shoppers’ needs faster for high-efficiency business impact. Quantum Metric allows users to identify some of the biggest guest pain points.
It specifically identifies multiple errors in the checkout funnel and systemically chips away at those errors.
- Get ahead of friction points: Quickly determine where customers are struggling, size the impact, and apply a fix before one customer turns into many.
- Release new features with speed and confidence: Monitor how new releases are performing so product and tech teams can make improvements and fix bugs.
- Surface customer insights in real-time: Increase speed to insight with auto-capture, answering critical business questions immediately.
- Drive impact with customer empathy: Take confident action with clear visibility into your web, mobile app, or in-store kiosk experiences.
Financial services
Know where to invest in your digital experience for faster returns. Reduce the complexity of gaining client insights to boost digital satisfaction, loyalty, and share of wallet — all while maintaining data privacy and security.
Quantum Metric provides a single source of truth around our customers’ experience. All stakeholders can easily see and understand the impact of a problem and agree on solutions.
- Maximize visibility, and minimize mobile friction: Gain transparency with real-time app insights for seamless digital journeys.
- Connect your agents to the digital experience: Help contact center agents reduce escalation hurdles and diagnose customer experience issues faster.
- Link customer feedback to digital friction: Instantly size the impact of one customer’s struggle across all customers.
- Release new features quickly and confidently: Understand technical performance, identify areas of improvement, and prioritize what’s most important.
Travel & hospitality
Serve unforgettable experiences with faster insights. Grow revenue and loyalty with real-time visibility into customer behaviors, needs, and frustration so you know where to focus your efforts.
Quantum Metric fills a gap left by traditional analytics tools: providing behavioral data at scale. Surfacing insights easily across our website and app, whether in the booking flow or loyalty program management, is incredibly valuable to the business. Particularly as it helps focus efforts on what matters most.
- Prioritize revenue-impacting opportunities: Align teams on opportunities by key metrics, conversion impact, or revenue loss.
- Proactively monitor customer journeys: Resolve customer friction and quantify opportunities across mobile, desktop, and kiosk that will move the needle.
- Enhance self-service and contact center: Create experiences that increase customer satisfaction and efficiencies for agents and contact center operations.
- Test and build with confidence: Know what to test and build next by marrying qualitative and quantitative data.
Telecom
Improve your team’s bandwidth with real-time visibility. Grow subscriptions and improve the digital-first experience with alignment on what matters most.
Quantum Metric provides an idea of pathing that allows users to get closer to the journey and closer to understanding how to engage with prospects and customers.
- Proactively discover revenue-impacting opportunities: Rapidly identify and address conversion blockers in your most important customer journeys.
- Enhance self-service and contact center: Diagnose issues faster and reduce hurdles for a better agent and customer experience.
- Turn direct feedback into immediate action: Connect feedback to friction and instantly size impact across website or mobile app visitors.
- Confidently release new features: Monitor how new releases are performing so product and tech teams can make improvements and fix bugs.
Gaming
Create a winning player experience. Understand in real-time what is stopping new players from registering, why players are not returning, or why they drop off before depositing or placing a bet.
Quantum Metric helps shape development. Users can take the insights and information they get there, see where customer journeys can be improved, and move that into the new features and services and into their roadmap.
- Automatically detect player friction: Prioritize issues based on the calculated business impact of any single point of friction.
- Gain real-time visibility into peak sporting events: Fix friction or breaks to avoid lost deposits on real-time events and offers.
- Identify and reduce fraud: Set up automated behavior pattern recognition alerts to help reduce fraud and protect players.
- Confidently release new features: Monitor how new releases are performing so product and tech teams can make improvements and fix bugs.
Healthcare
Healthier outcomes for your digital journeys. Understand patient needs in real-time and improve self-service for optimized healthcare experiences.
- Proactively discover friction points: Whether it’s one or many, pinpoint where patients are struggling and size the impact.
- Drive digital patient empathy: Understand the patient journey with visibility into your web and mobile app experiences.
- Confidently release new features: Monitor how new releases are performing so product and tech teams can make improvements and fix bugs.
- Obtain real-time patient insights: Avoid backlog delays and get immediate answers to business questions with auto-captured data sets.
Benefits of Using Quantum Metrics
Monitor the right insights for web, mobile, and contact center
- Measure and improve both web and mobile app journeys
- Identify and prioritize friction in the self-service experience
- Provide contact center agents real-time visibility into customer experience
Size the impact of a single issue
- Get alerted and view session replay for only high-impact customer struggle
- Measure the business impact of one customer’s feedback across all customers
- Enable contact center agents to share replays with IT to reproduce and close the loop
Auto capture hundreds of customer signals
- 300+ data behavioral and technical points captured out of the box
- Machine learning detects customer frustration
- Diagnose technical errors and root causes
- Receive real-time alerts on changes in business metrics
Ensure privacy and security with automated configuration
- PII is blocked by default, even after website updates
- Choose between allow, block, or encrypt, resulting in more actionable session replays
- Decrypt with a private key to re-identify sessions for support triage
Identify
- Understand everything with good data and automated data capture.
- Tell executives “already on this” with automated journey analysis and customer-centric alerting.
- Find the next feature to build by visualizing rich interaction data in Page Analytics.
Quantify
- See the cross-platform business impact with web, kiosk, and unparalleled mobile application analytics.
- Instantly answer “what happens if we don’t act now” with Opportunity Analysis.
- Instantly quantify the scope of any error, slow page, behavior interaction, click, or tap
Prioritize
- Gain instant directionality and answer what’s happening to who in seconds with ExperienceAI.
- Combat uninformed decisions and guesswork about what your customers are experiencing with session replay.
- Answer multi-threaded questions with team-based dashboards and visualizations that layer on business, technical, and behavioral data.
Act
- Access technical capture and network details that help engineers do their job.
- Pass real-time session data to VoC, chat, a/b/n, and Application Performance Monitoring (APM) platforms, and rescue frustrated customers in the moment.
- Deploy the fix, understand the impact, and rest easy with automated monitoring— it’s time to build that new feature.
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References
- Quantum Metric Official Website
- GetApp
- Rudderstack
- Google Cloud
