Let me tell you a story. A user decides to sign up or place an order, but is unable to complete it because of an error on your site. If you're lucky they're going to reach out to you asking for help, but in 90% of cases these users are just going to leave without converting.
Mouseflow can help you identify these users Automatically and reach out to them with our feedback campaign tool, offering them the help they need to complete their purchase.
Setting up a campaign for users, who encounter eg. a 'Click Error' (an error that happens when clicking a button) takes only 5 minutes and can be done in 6 easy steps:
Define your text: For this specific purpose we suggest to go with the following structure, allowing users to describe their problem and share their contact info for you to get back to them.
Customize appearance: If you want to make the experience seamless, you can select the color > custom and input your brand's color code.
Choose the trigger: Finally select the trigger you want the campaign to appear on - in this case it'll be 'Click error'. FeedbackTriggers Set up notifications (optional): Get an email when when a user encounters an error and submits the form. Activate the campaign. To follow up on the performance you can go to the feedback campaign dashboard and see the full report with answers.
That's it! You can also use our feedback tool to address users that encounter usability or a performance issues on your site, by setting up feedback campaign for Click Rage trigger (when a user clicks 5 times on the same element in less than 1 second).
What metrics do you get from heat maps?After you’ve set up your key goals for a certain page you can get into which metrics that are important to your key goals. At Mouseflow we have a lot of different metrics in our heatmap software tool compared to other heatmap software providers.
Some of our key metrics are:
- Clicks: The total number of clicks on this element, expressed in both a hard count and percentage relative to all clicks elsewhere on the page.
- Hovers: The total number of visitors that hovered on this element, expressed in both a hard count and percentage relative to all hovers elsewhere on the page.
- Hover->click rate: The total percentage of users who hovered on this element and then actually clicked on it. This helps measure hesitation - ideally all users who hover (expressing interest) would ultimately click (making a commitment).
- Hover->click time: The total time on average that users who hover on this element take to actually click on it. This helps measure how long it takes for users to consider an element, but only if they ultimately click on it.
- Hover time: The total time on average that users who hover spend hovering on this element. This helps measure how long it takes for users to consider an element, regardless of whether they ultimately click on it.
- Hover Order: This is the order in which the average user finds this element and hovers on it. For example, if the hover order is 3.2, the average user hovers on two elements and then finds this element. In other words, this is approximately the third item that they over on (relative to the other hoverable items on the page).
- Clicking visitors: The total number of users who click on this element. This differs from the total click count because it focuses on unique visitors who click instead of all clicks (eliminating cases where the same visitor clicks multiple times).
- Time before hover: The total time before the average user hovers on this element. This can be interpreted as the time it takes for the average user to find this element. This is a good way to measure the findability of an element, with regard to users who express interest (hover).
- Time before click: The total time it takes the average user to click on this element. This is a good way to measure the findability of an element, with regard to users who commit (click).
Get more insights and explore the world of heat mappingTo get more insights on heat maps and types of heat maps, check out our blog for interesting posts . Heatmaps are most commonly used in combination with session replay, which provides individual recordings of visitors on your website. Heatmaps will provide the aggregate display of data, while session replay is helpful in pinpointing specific examples of user frustration across your website.
Have fun with heat maps!