“If you don’t have Crazy Egg, you’re just operating blind. You depend on your gut feeling. You have no data to back up your feelings. And in a data-driven world, your gut feeling doesn’t matter.” ~JASON CHEN, Senior Web Growth Manager, New Relic
Customer
New Relic
New Relic is an observability platform designed to help Dev and Ops teams gather data from their entire tech stack in one place.
Jason Chen is the Senior Web Growth Manager and Lead Conversion Rate Optimizer for New Relic.
Challenge
Searching for in-depth insights into website user behavior
As New Relic’s lead conversion rate optimizer, Jason Chen’s main priority is to help New Relic website visitors accomplish what they came to the website to do–whether that’s read a blog post or find specific data about their product.
To accomplish this, Jason needs to understand how visitors are using the website. Key data points like where users are clicking, what they’re clicking on, and how they interact with each page can give him valuable insights into how New Relic’s website works.
With the right tool, Jason would be able to gather even more valuable data to help him find ideas for A/B tests to perform and optimize New Relic’s conversion rate.
“Everyone has an opinion on how a page will perform, but you can’t know for sure until you look at a heatmap to see actual user behavior.”
Solution
Visual reports and detailed insights into their website traffic Jason started using Crazy Egg to get valuable insights into on-site user behavior.
Snapshot Reports help him understand where people are clicking and how they’re scrolling through the website. He can see exactly which pages aren’t converting, and uses the data to design A/B tests and figure out why.
Website Recordings allow Jason to see complete user sessions from start to finish. They’ve been especially helpful for understanding first click engagement and seeing the sequence of actions visitors are taking on a page.
Jason loves Crazy Egg’s reports and recordings, but he loves their customer support even more. If he ever has an issue his customer support representative helps him solve it quickly and efficiently, without escalating it to a developer.
“Our customer support representative has great technical skills. If I have any questions or problems, I know she can answer them. It saves us a lot of time because we don’t need to schedule a meeting with several people; we can solve everything directly over the phone.”
The Result
Enhanced website performance through improved data.
Crazy Egg has become one of Jason’s most valuable tools for conversion rate optimizations.
Crazy Egg’s reports help him improve conversions across the website:
Crazy Egg makes these kinds of results possible.
Today, Jason is no longer the only person at New Relic using the tool: several other teams have started using the data to inform their projects. The blogs team can look at where visitors are highlighting or clicking and use that information to develop blog topics relevant to their audience. Thanks to this strategy, New Relic has seen a significant increase in blog signups.
Jason was also able to use Crazy Egg’s Confetti Report to spot unusual, non-human behavioron one of their paid campaigns. He realized that the campaign had attracted bot traffic and partnered with the search engine marketing (SEM) team to shut it down quickly.
“Crazy Egg gives me insights that help me develop ideas for tests that I can run. It helps me diagnose what’s wrong. And it’s useful for everyone on the team because it gives them ideas on improvements they can make.”