The Future of Hotjar: Moving to Contentsquare's All-in-One Platform

Experience Analytics helps you identify the obstacles that affect user journeys and focus on enhancements to improve results. It tackles important challenges that companies encounter while refining their digital experiences. Some example challenges that Experience Analytics helps to solve:

• Measuring content effectiveness and improving ROI

  Experience Analytics helps you address low conversion rates and high content costs by analyzing exposure, conversion, and revenue through Zoning Analysis. Identified issues can then be validated with Session Replay and the impact measured using Impact Quantification, allowing you to make necessary changes or set up an A/B test.

• Reducing drop-offs and ensuring customers complete their journeys

  By monitoring customer metrics with Workspaces and identifying drop-off points using Journey Analysis, Experience Analytics helps you reduce high drop-off rates. Issues can be validated with Session Replay, and their impact understood with Impact Quantification, allowing you to take informed action.

• Getting actionable insights faster and quickly implement changes

  Experience Analytics integrates with existing tech stacks, providing data access to all teams to improve collaboration. Using Impact Quantification, Experience Analytics helps you prioritize optimizations and ensures that insights are translated into impactful changes more quickly.

Voice of Customer (VOC) helps you improve user experiences by collecting real-time feedback from customers throughout their digital journey. With VOC you can connect user feedback to behavior, understand customer frustrations, and create more meaningful experiences. Some example challenges that Voice of Customer helps to solve:

• Uncovering issues before they become serious

  Voice of Customer helps you collect real-time feedback at key moments in the customer journey, like product launches or marketing campaigns. By setting up exit-intent surveys on important pages and analyzing responses with AI, you can spot issues early, validate concerns with Session Replay, and use Impact Quantification to assess business impact.

• Measuring user satisfaction and improving retention

  Voice of Customer helps track user satisfaction over time through continuous feedback, such as with NPS surveys. Negative feedback can be further analyzed through Session Replay and Journey Analysis to identify patterns and inform retention strategies.

• Validating assumptions, concepts, and designs

  Voice of Customer allows you to test ideas and gather feedback quickly, reducing risk on high-investment initiatives. You can use AI-powered surveys to analyze and auto-tag responses, while collecting continuous feedback through feedback buttons to keep you aligned with customer preferences after launch.

Product Analytics (PA) helps you understand your customers’ entire journey, from first interaction to repeat engagements. By analyzing multi-session journeys across websites, apps, and other digital experiences, PA allows you to optimize conversions, retention, and overall customer lifetime value. Some example challenges that Product Analytics helps to solve:

• Understanding and improving complex user journeys for better conversion

  Throughout new campaigns, website launches, or customer-reported friction, PA helps analyze user flows through expected and unexpected steps. With funnels and effort analysis, you can uncover friction points in multi-step journeys, track key events, and monitor the results through dashboards.

• Boosting engagement by understanding key drivers and preventing churn

  Examine feature adoption and user engagement to understand what drives long-term value and retention, especially in the context of high churn or fewer repeat shoppers. By tracking how often users engage with features and monitoring adoption rates, PA lets you prioritize strategies to improve long-term customer retention.

• Optimizing product investment through data-driven decisions

  PA can assist you with your ROI analysis or when you're looking to prioritize your roadmap by pinpointing the features that are most and least adopted. Your team can evaluate how features affect user retention and make informed choices about where to invest or cut back in the product.

In the new Contentsquare platform, Hotjar customers will notice a change from site-level plans to account-level plans. This update aims to make subscription management easier, especially for those managing multiple websites.

From site-level to account-level plans

Historically, Hotjar applied its plans on a per-site basis. Each website required its own individual subscription, meaning customers with multiple sites had to manage several plans which added complexity. 

With the new account-level model, customers on the new Contentsquare platform will have a single subscription at the account level. This plan will apply across all sites in your account, removing the need to buy separate plans for each individual site. You can add new sites without worrying about purchasing additional subscriptions.

Customers with multiple sites

Under the new model, allowances such as sessions, responses, and interviews will be equally distributed across all sites in an account. For example, if your account has three sites, each will receive 33% of the total available sessions. If a new site is added, the system automatically recalculates and redistributes these allowances equally among all the sites.

We're continuing to work on a solution that will allow for a manual distribution of allowances, however initially it won't be possible to to manually allocate or adjust allowances for specific sites in your account. Allowance consumption can still be monitored, with session allocation and usage tracked over time. You will continue to receive a single invoice, with one billing cycle per account.

Existing Hotjar customers on site-level plans will continue with their current structure until a migration takes place in 2025.

The shift to usage-based pricing in the new Contentsquare platform offers a more flexible and accurate approach to handling session and response data collection. This update removes sampling, allowing you to capture all sessions.

How usage-based pricing works

In usage-based pricing, each plan comes with a predefined number of sessions or responses that reset at the start of each month. Unlike Hotjar’s existing pricing model, which involved sampling data, the usage-based model allows for the collection of all data providing for greater accuracy. Once you reach your monthly session or response limit, data collection stops until the next reset period or the current plan is upgraded. Leftover sessions or responses do not roll over into the next month.