Reed.co.uk, is the UK's leading digital recruitment service
currently used by over seven million users every month
Hotjar is a product that really allows us to understand our customers
their journey and engagement with our service
and in very important it allows us to record their interactions,
and make it as successful as possible for them
So Hotjar is really baked into our day-to-day life here
we really like the session recording feature
we often find ourselves caught over to a colleague's machine to look at a piece of interesting interaction
We also use it when we're about to start a significant new, piece of work
and really we like to get the team in a room and really
submerge them in in that user journey.
we can, quickly see if we've got something right
and more importantly we can see if we've made a mistake and try, again
Hotjar's incoming feedback feature allows to capture customer sentiment incredibly easily
the customer can essentially indicate how happy they are
by clicking on it on a happy icon or how unhappy they are by clicking on an unhappy icon
Obviously you like to see as many happy icons as possible
Yeah we like to make people happy, that's what we do here.
The biggest difference Hotjar has made to the way we work is really how we understand our customers
Previously we got all of our qualitative feedback through surveys
or actually by sitting down with customers and observing them
Naturally when you observe someone, their behavior changes.
a bit like this
with Hotjar, this is not the case.