Fio Dossetto

People can't use a website without clicking a mouse somewhere or tapping on a mobile device. Those clicks and taps help them navigate pages and find the products, services, or information they’re looking for.

But do YOU, as a website designer, marketer, or business owner, know exactly where your visitors click and tap? And do you know how to use that information to build a better website and experience?

That's where click maps come in.

From page design to site usability, there are plenty of factors that impact user experience. Pinpointing what leads to a bad experience can seem like a daunting task. With heatmaps (also known as “heat maps”), you can visualize key user interactions and gather meaningful insights with ease to ensure your site delivers an outstanding UX throughout the entire user journey.

Here at Hotjar, we strongly believe that what’s best for your users and customers is best for your business. But how do you know what’s best for your users?

You have to ask them.

When we first launched Hotjar, success was anything but guaranteed. We were completely unknown, didn’t have a cent of outside funding, and were facing some well-known competitors.

Five years later, we’ve gone from €0 to €17 million in Annual Recurring Revenue and Hotjar has been installed on over 670,000 sites. And a huge factor in reaching this level of growth has been our commitment to staying close to our customers.

In this article, we share the exact methods we use to stay in touch with our customers year-round, and how we collect and measure user feedback to constantly improve our website and product experience.

✏️  Note: we are a Software-as-a-Service (SaaS) company, but the techniques we cover in this post are highly applicable to your e-commerce and/or lead generation business.

See the ‘copy to clipboard’ button below?  It helps thousands of new users a month copy the Hotjar code snippet and get started with our product.

At the time of writing, there are over 230,000 enabled surveys built with Hotjar in the world, which have gathered a total of 138,091,181 responses. That’s an average of 17 responses per every single person on the planet!

Why are visitors abandoning your website? Who are they? What do they think about your product? You can speculate endlessly about these answers—or you can get them by asking the actual people who visit your website every day.