“Crazy Egg’s customer support is above and beyond. When we were faced with an issue with a customer we were about to lose, Crazy Egg actually jumped on a call with us and asked some questions. The representative was really digging in, and the ideas just started flowing…that really impressed me.” ~Alana Kucharski, Senior Digital Strategist, Whittington Consulting
RESULTS
The SOLUTION –> Crazy Egg’s Professional Services
Customer
Whittington Consulting
Industry
Web design and conversion rate optimization (CRO)
Location
Glen Allen, VA
Whittington Consulting is a conversion-focused data analysis and insights company.
Challenge
Getting more data to find the right insights for their clients. As a senior digital strategist for Whittington Consulting, one of Alana Kucharski’s biggest priorities is building happy long-term relationships with her agency’s clients.
Alana’s team focuses on website building and ongoing conversion rate optimization (CRO). They used data from Google Analytics or Adobe Analytics to provide their customers with long-term strategic planning and ongoing insights into their website performance.
But to truly provide value, Whittington Consulting needed more information about how people were behaving on their clients’ websites. They needed to be able to monitor user behavior and show their clients exactly what visitors were doing.
“We still didn’t know exactly what people were doing on the site. We didn’t have proper reporting to see if visitors were receiving error messages because of how those visitors had their computers set up or anything like that.”
Solution
Crazy Egg’s Professional Services Packages
When Alana found Crazy Egg, she saw that it was exactly the solution she needed to dig into her clients’ website data.
Crazy Egg’s Snapshots showed her exactly where users were clicking—and just as importantly, where they weren’t clicking. Alana was able to combine this information with the data gathered from Recordings to uncover and resolve an expensive bug with one of their clients’ ‘add to cart’ button.
But for Alana and her team, what really sets Crazy Egg apart is the ongoing strategic support and customer service, especially with the Professional Services Package. Whenever Alana opens a new client account, she sets up a Best Practice Setup Consult with Crazy Egg to get their expert advice on setting up snapshots, recordings, and surveys to ensure they are collecting their data correctly.
If she wants a second set of expert eyes on her data, she’ll set up an Insights Consult to review the information. “It was this package that helped validate our initial findings for one of our customers and discover a new revenue stream for them,” she says.
“Crazy Egg is a great, easy-to-use tool. It provides us with insights from multiple perspectives and shows us where we might need to gather more granular information. But their Crazy Egg Experts are what pushes them over the top…Having that expertise and experience to lean on is invaluable.
That’s why we are willing to pay a little extra for their Professional Service Packages above and beyond the simple subscription.”
Result
Using Crazy Egg’s Professional Services Package to get extra insights into client data has been a game-changer for Alana.
Crazy Egg allows them to build ongoing consulting relationships with their clients. Without it, they would be constantly in search of new clients to grow revenue. Instead, they’ve had a 48% controlled increase in consulting services since they started working with Crazy Egg, and their average customer length of stay is six years.
None of that would have been possible without the support they’ve gotten from Crazy Egg.
“The results speak for themselves. If we weren’t seeing this ROI, we wouldn’t keep using this tool…it’s the combination of things that Crazy Egg offers that makes this the best tool for us, our customers, and our partners.”
Dive deeper into your data with Crazy Egg’s team of experts. Check out Crazy Egg’s Professional Service Packages