One situation where I have used Hotjar's data to improve a customer's online website was by using Hotjar's heatmaps on a retail website. It was revealed that many visitors hovered and clicked predominantly in the middle of the page rather than on the promotional banners placed at the top. This insight led to redesigning the home page to center more crucial content and promotions where users were most active, significantly increasing engagement and conversion rates.
When we analyzed our NPS, it became evident that, despite that many customers were satisfied with the product, there was a significant gap in how often they recommended it to others. With the help of this insight, we built a referral program, offering customers incentives if they recommended the product to friends or colleagues who might find it useful. As soon as we launched the program, we saw an improvement in NPS, as well as a rise in organic referrals.
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