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User Experience extending beyond a website

I’m a great fan of Hotjar – the heatmapping software that allows me to track what users are doing on websites. We’ve used it at work for a year or so, and it’s proved incredibly insightful.

However, as with any software, it does occasionally go wrong. A small bug caused any site that the tracking code was on, to display an outlined box in the bottom right hand corner with a series of missing ‘box’ icons. Not great.

I got in touch with the guys at Hotjar HQ asking for an explanation. Ten minutes later, we received a generic email to – what I imagine all subscribers – saying that a rogue piece of code was responsible for the error.

I thought nothing of it. Discussed it for a while, but in the grand scheme of things, it wasn’t a huge issue.

A while after, I received an email:

Email from Hotjar

GREAT! A free hoodie!

I’ve now almost forgotten about the code mishap due to my (no doubt pretty cheap) item of clothing winging its way across the atlantic.

Physical acts such as this by the Hotjar team allow the end user of the product to gain a sense that they are really valued as a customer.

“I’ve done nothing wrong here, AND I’m getting something from it. Awesome.”

I must applaud the Hotjar team. Not many companies would have done such a thing. Many would have ignored it and carried on. Probably irritating their customer base.

In this instance, it couldn’t be further from the truth. My opinion of the company has gone up rather than down.

P.s. still waiting on the hoody arriving….