Why Amazon.com Needs ClickTale

November 29, 2010

Amazon.com, the world’s largest online retailer and internet icon, had no trouble amassing an impressive $24.5 billion in annual revenue just last year. However, navigating “the Amazon” can still be quite a feat. While Amazon visitors are indeed converting, it would be extremely advantageous to know how and why. In this post, we run through the potential “ah ha” moments Amazon might experience if they were to use the ClickTale solution.

amazon scroll Why Amazon.com Needs ClickTale

How far down the page are Amazon visitors scrolling?

Scroll-Reach and Attention Heatmaps

Amazon’s product pages are largely characterized by their lengthy and varied content, and depend largely on visitors’ capacity to scroll. However, it is never wise to make assumptions regarding your visitors’ scrolling behavior. Different webpage elements motivate visitors to either scroll down farther on a webpage or stay above the fold. A Scroll-Reach Heatmap can visually show just how far down Amazon visitors are actually willing to scroll. The Attention Heatmaps can reveal exactly how much attention specific webpage content gets from Amazon visitors, what they read and what they skip over. Read More »

Happy Thanksgiving from ClickTale!

November 25, 2010

This Thanksgiving, ClickTale has much to be thankful for, as we celebrate our 4th year of business with over 50,000 customers worldwide!

Because Every User Has a Story…

ClickTale has greatly enjoyed listening and learning from each and every one of your ClickTale stories. By understanding your business objectives and getting feedback on what you hope to get out of your web analytics solution, we have been able to strengthen our own.

landing pages1 Happy Thanksgiving from ClickTale!

ClickTale homepage through the years...

Founder and CEO of adventure travel site, Slickrock.com, Lucy Wallingford has been a ClickTale customer since our humble beginnings back in 2006.

“Over the last four years, I have seen ClickTale grow and its solution mature, allowing me to continually experience my webpages for the first time. When I first started, to all of the sudden watch my visitors’ mouse moving around, where they hovered over words, clicked on images…I was simply amazed…and even now, four years later, I am still blown away!”

Read More »

Drill-Down into Why Visitors Don’t Convert

November 22, 2010

Today we are thrilled to announce the launch of the ClickTale Conversion Funnel Drill-Down, an industry first in combining conversion funnels with visitor session playback. Our unique Drill-Down capability allows you to delve even deeper into the conversion process, revealing both the between-page AND in-page journey visitors take to, from, and inside each webpage.

png drill down small Drill Down into Why Visitors Dont Convert

Bridging the gap between traditional and In-Page Analytics, the ClickTale Conversion Funnel Drill-Down is the only web analytics tool to provide both quantitative statistics and qualitative behavioral data about your visitors at each funnel step. No need to guess why some visitors convert and why some don’t. Read More »

A Brief History of Web Analytics

November 17, 2010

As this year celebrates the 20th anniversary of the World Wide Web, we thought it fitting to reflect on the pioneering efforts of web optimization and the building blocks of our present day web analytics solutions. Here, we unravel a brief timeline of key events in the web analytics industry. These developmental milestones are part of an ongoing collective effort to make the internet a better place for a global community of users.

evolution A Brief History of Web Analytics

1990 – The Birth of the World Wide Web

The internet is essentially a constant dialogue of HTML code, flowing back and forth between a web user and a web server. On Christmas Day 1990, Sir Tim Berners-Lee successfully implemented the first dialogue of this kind, creating the internet as we experience it today. Read More »

How to Use Conversion Funnel Analysis

November 11, 2010

Last month, ClickTale was pleased to announce the exciting launch of our Conversion Funnels, revolutionizing the way online businesses optimize their websites. In this post we will go through how to best utilize our conversion funnel analysis according to your business needs and website processes.

To begin, your automatically generated 3-step funnel is ready for you upon login to your ClickTale account; it’s based on the most popular 3 step path through your site in the last 30 days.  No setup is required.
small funnel3 How to Use Conversion Funnel Analysis

You can then customize the Conversion Funnel Ananlysis to visually display the paths visitors follow through your website. Edit, add or delete any funnel step on the fly and adjust just two simple settings to model any business process. Read More »

Thanksgiving Deals from ClickTale!

November 10, 2010

Thank you to all our customers who took advantage of our great offer! Our Thanksgiving discounts have now ended.

We appreciate your interest in ClickTale and welcome any questions or comments you may have. Feel free to either Contact us or Request a Demo at your convenience.

Hope you had a wonderful Thanksgiving!

Happy Thanksgiving by Zach Dalzell Thanksgiving Deals from ClickTale!



ClickTale’s IP Free Tracking Pledge

Shmuli Goldberg
November 8, 2010

Over the last few days, online privacy has been brought to the international foreground as the EU calls for stronger protection of Internet users’ personal information. The Justice Commissioner for the European Union, Viviane Reding, announced new legislation set to be introduced next year, which will replace current 15 year old laws. “We need to bring our laws up to date with the challenges raised by new technologies,” Reding said in a press conference last Thursday. This comes exactly one year after government officials in Germany tried to ban the use of Google Analytics.

The capturing and storing of IP addresses is a pivotal point in the discussion, with legislation varying from country to country. In theory, an IP address could be used to tie a visitor back to a physical address, and therefore to an individual, with or without the user’s consent. Germany, boasting the strictest guidelines regarding IP address collection, has set down four main restrictions companies must adhere to when collecting this level of personal data:

  1. Users must consent to their data being collected.
  2. The company needs to allow users the right to object or verify their information.
  3. The company needs to delete the information of a certain user at his/her request.
  4. IP address information is saved for a limited period of time only.

The US, though not as tough as Germany or the rest of the EU when it comes to privacy laws, is soon expected to follow suit. At the moment, Google saves full visitor information for 18 months, after which they “anonymize” the data by masking the last few digits of the IP address. However, as pressure mounts from groups such as the Electronic Frontier Foundation, this could soon change.

The ClickTale “IP Free Tracking” Pledge

At ClickTale, we have always regarded end-user privacy as a top priority, and today we want to go one step further to strengthen that commitment.

From November 21st, ClickTale will no longer store visitors’ IP addresses.

When a visitor comes to a site using ClickTale’s web analytics, our system will extract the country of origin from the IP, but not store the IP itself within our system. This makes ClickTale the first web analytics solution in the industry to offer such a promise.

This pledge adds to ClickTale’s existing privacy policies, which include:privacy5 2 ClickTales IP Free Tracking Pledge

  • Full opt-out service – ClickTale was and still is the first and only web analytics solution to offer a full “opt-out” service to anyone who does not wish to be recorded. This is as simple as going to our opt-out page and clicking the “Disable Clicktale” button. You will then no longer be recorded by any ClickTale customer.
  • Absolute transparency – All ClickTale customers must state clearly in their websites’ privacy policy that they use ClickTale, what information they record and what they use this information for. Furthermore, they must provide a link back to the opt-out page as mentioned above.
  • ClickTale does not display un-submitted information – In addition to never collecting user passwords, or any other information deemed as “sensitive”, ClickTale never displays information typed into an online form that was not subsequently submitted. For example, if you are half way through filling in a checkout page, and then decide not to complete your purchase, any personal information you have already typed in will not be shown to a ClickTale customer while viewing the video session playback. (Note: As ClickTale knows a keystroke took place, but does not show what it was, this does not affect the performance or accuracy of our Form Analytics suite.)
  • No cross-domain tracking – ClickTale does not track visitors moving from one domain to another, even if they are both owned by the same customer. This gives each visitor a unique identification per site, and stops ClickTale customers from creating personal “profiles” based on cross-domain behavior.

We’d love to see other web analytics solutions take the same pledge in the next few weeks and months. In the meantime, you can continue using ClickTale’s incredible suite of web analytics reports, rest assured that your visitors’ privacy is 100% secure.

shmuli goldberg ClickTales IP Free Tracking PledgeShmuli is the Director of Marketing and Communications for ClickTale, the world leader in In-Page Analytics. A self proclaimed “web analytics geek”, Shmuli has spent an unhealthy amount of time focusing on web analytics, conversion rates and usability. Through his obsession, he aspires to help websites worldwide reach their maximum potential and obtain the love of their visitors.

Website Heat Maps Usability Guide to Going Global

November 2, 2010

Global usability testing is a vital business process for any website looking to market to an international community of internet users. If the web design and content of a website are not sensitive to the lingual and cultural subtleties of a global audience, its mass appeal and ability to sell internationally becomes limited. After a recent  usability study concluded the strong correlation between cultural trends and web design, we decided to use our own ClickTale website heat maps from our In-Page Analytics Suite to substantiate the results of the study.

The Results

The usability study deduced that high-context cultures, such as Japan, China and Korea, where communication is indirect and abundant in gestures, boasted homepages containing more graphic elements and indirect messages. In contrast, low-context cultures such as Germany, Norway and the US, where communication is more direct, featured more static homepages displaying direct messages.

Interestingly enough, using the same user groups as stipulated by the study, with website heat maps ClickTale identified the identical online behavioral patterns within our own webpages.

Both the study and ClickTale’s experiment confirm how global usability testing enables online businesses to optimize their site according to the browsing behavior of international user groups.

The Experiment

We used ClickTale Segmented Heatmaps of our webpages to compare the online behavior of the two user groups as defined by the study.

We first generated a Segmented Heatmap of our Product Tour Page, segmenting by first time visitors from the US, Germany, and Norway, ie, low-context cultures.

High-Context Vs. Low-context

high context vs low context Website Heat Maps Usability Guide to Going Global

High-context cultures, China, Japan, and Korea vs. Low-context cultures US, Germany, and Norway

We then compared this Heatmap to one segmenting by first time visitors from China, Japan and Korea to the same ClickTale Product Tour page, i.e. high-context cultures. Read More »

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ClickTale shows movies of browsing sessions, heatmaps of mouse moves, conversions analytics, and much more.