Whom to reach out to?
- Product Manager
- Product Marketers
- UX-UI Professionals
- Growth Managers
- Founders
❓ Questions asked during user calls
The Organization and the Team
- Can you please briefly summarize where you work and what your organization does?
- What is your role in the organization? What does your team structure look like?
- What is the process of buying software in your company? Who is involved and at which stage?
- Which other tools do you use on a day-to-day basis?
- Which Hotjar features do you find most valuable?
Current State
- Currently, are you using any CRO/website analytics tools? Can you name them?
- What is your primary goal for using a website analytics tool like Hotjar?
- How frequently do you use a tool like Hotjar? How much time do you spend?
- Have you ever used Hotjar to identify and solve a specific problem on your website? If so, what was the problem, and how did you use Hotjar to solve it? (probe in the direction of outcomes - sign ups, conversions, customer journey etc.)
- Can you share an example of how Hotjar led to a significant improvement? How did you track the impact?
The Product
Acquisition
- How did you first come to know about Hotjar?
- Were you evaluating any other products along with Hotjar? If yes, can you name these products?
- What was your process of evaluating these products? Which metrics were most important and why?
Onboarding
- Do you remember your onboarding process? Was any Hotjar team member involved during your onboarding?
- How helpful were the onboarding resources (tutorials, guides, etc.) provided by Hotjar?
- What is your experience with customer support at Hotjar?
Engagement and Retention
- What is the one feature in this tool you cannot live without?
- Who are the different profiles of users and what all do they use it for?
- What improvements or additional features would you like to see in Hotjar to better serve your needs?
- How do you plan to continue using Hotjar in the future, and what are your long-term goals for website optimization and analytics?
Monetization
- Are you using any paid plan for Hotjar? Did you upgrade your pricing plan from an earlier version? (Eg: Basic to Observe Plus, etc)
- Did you ever upgrade/downgrade the plan? Why?
- (If a long-term user) What do you think about the changes in the product and pricing? How does it affect your usage?
