Insights from User Interviews
The team interviewed around 40 users, of which 38% were paid and 62% other users. From these around 9 users churned.
Here are some insights from churned users:
Key Insights:
- Hotjar is an incomplete solution and needs integration with other tools for a complete picture.
- Hotjar does not show if their hypothesis is validated or invalidated
- Some users prefer CleverTap, Mixpanel, or other direct/indirect competitors as they provide better analysis
- The free plan has very limited features which are available on the free plan of competitors or at a lower cost
- Need consolidated automated/AI-generated analysis, so that teams don’t have to go through individual sessions
- The support team has a delayed response. Even on Business plans, they do not handle customer requests on priority
- Users have found Crazy Egg to be easier to use as compared to Hotjar
- Users need a tool that can consolidate the findings from screen recordings instead of investing time in watching each video