Shopmonkey is a provider of all-in-one digital solutions that help automotive shops operate at peak performance. Their technology helps auto shops across the United States and Canada work faster and smarter, acquire customers, streamline workflows, manage payments, and more—all from a single, unified platform.
The Shopmonkey team first started using Pendo Analytics and Pendo In-app Guides in early 2020, to identify behavioral trends and guide ideal user behaviors.
Now, Shopmonkey’s product team is further deepening their understanding of their users—and creating a connected ecosystem of user insights—with the addition of our session replay software to their subscription. “It’s really getting one step closer to interpreting what the user is actually experiencing,” said Steve Eddy, principal product manager at Shopmonkey. “With Pendo Analytics, [we can see] what is happening and how much is happening. Then, Pendo Session Replay gives us the why.”
Before Pendo Session Replay, Shopmonkey used Hotjar. But the team struggled to find signal in the noise, and were frustrated by the limitations of the replays available to them. “The random sampling [in Hotjar] just didn’t allow us to truly answer the questions we were asking,” Eddy said. “It just didn’t make any sense if we didn’t have access to all of the sessions.”
Eddy explained that one of the biggest draws of Pendo Session Replay was—and continues to be—its seamless integration into the rest of the Pendo platform. “The obvious value that Pendo provides is the direct link between everything that’s already been tagged for analytics, paths, funnels, and guides,” he said. Because every part of the Pendo platform is integrated in a single UI and unified with a single data set, Eddy and his team can now seamlessly move from digging into product usage data to seeing users’ visual journeys—without ever leaving Pendo. “It’s almost like we go looking for outliers in the analytics, and can then jump into the replays to figure out why those outliers are who they are,” Eddy noted.
« La valeur évidente que Pendo apporte est le lien direct entre tout sur la plateforme. »
Steve Eddy | Chef de produit principal, Shopmonkey
In the short time they’ve been using Pendo Session Replay, teams across Shopmonkey have already realized a huge amount of value from using replays alongside product analytics and in-app messaging in Pendo.
Here are just a few of the innovative ways Shopmonkey is using Pendo Session Replay.
Shopmonkey’s product management and design teams have already gained significant efficiencies by using Pendo Session Replay to better understand how their users move through and between key areas of their products. “Being able to see that mouse movement and quickly understand, ‘Wow, they’re taking three seconds to get to that next button, when it should just be instantly clear,’ [has been super helpful],” Eddy said.
Eddy also noted that this functionality has been particularly valuable in giving Shopmonkey more granular insights into user paths and funnels. Pendo Session Replay allows his team to see which paths successful users are taking to accomplish specific tasks—and, perhaps more importantly, the steps users who aren’t following desired paths are taking. “[Before], without doing a bunch of user research interviews, we would have no idea,” Eddy noted. “But [with Pendo Session Replay], it’s super easy to get that information, get those insights, and then decide if we’re going to do something.”
Shopmonkey’s product team has also found that they can use Pendo Session Replay to verify whether features are tagged correctly in their app. Eddy explained that he does this by first looking at the data in Pendo Analytics. If he sees a feature with unusually high or low engagement, he then hops over to the replays associated with that particular feature. “I can jump to where that [feature engagement] happens and verify if that’s [an element] we expected to be tagged or not,” he said.
On the design side, Eddy noted that Pendo Session Replay has helped his team build a more robust understanding of the user experience—even outside of the Shopmonkey app. “We have the mouse movement, but [also want to understand] what people are doing to their browsers,” he said.
Using Pendo Session Replay, Eddy is now able to identify factors like whether users’ browser settings or plugin extensions are altering the appearance and functionality of the Shopmonkey app. This information then allows his team to make informed decisions about where they may need to consider these visual discrepancies, or identify opportunities to improve the design of their app to drive a better user experience.
The implementation team at Shopmonkey has also already seen a ton of value from Pendo Session Replay. By watching replays, they can now identify which customers are successfully completing workflows (e.g. filling out auto shop orders)—and if not, where they’re getting stuck.
Similarly, Shopmonkey’s training and enablement team now references replays from Pendo Session Replay to understand how users engage with onboarding and training guides that are delivered via Pendo In-app Guides. With quantitative and visual data now available within the Pendo platform, the team can clearly see the behaviors of the users who interact (or don’t interact) with these guides, the respective engagement associated with them, and the actions users take after seeing the guides. This allows the Shopmonkey team to refine their onboarding and enablement strategy and continuously drive a better user experience.
Shopmonkey’s support team has had perhaps the most profound breakthrough with Pendo Session Replay so far. Eddy explained that it has been particularly useful for support reps and engineers who are unable to replicate and diagnose issues customers are bringing to their attention. “Our support team can now go directly to the timeframe when the user said [the issue] happened, and watch exactly what happened,” he said. “They can see if that thing actually happened or how the customer got there—and it removes any personal bias from both the customer and the support rep.”
S. Eddy a constaté que l'utilisation du Déroulé Pendo de cette manière a considérablement réduit le temps de traitement de ce type de tickets. « Ce sont généralement les cas qui restent inexpliqués le plus longtemps. Nous essayons de comprendre ce qu'il se passe et comment nous pouvons le reproduire. En pouvant visualiser ce qui se passe dans les détails, nous gagnons en efficacité », a-t-il déclaré. Cela a également permis de réduire la dépendance vis-à-vis des équipes de développement de Shopmonkey. Au lieu de transmettre chaque ticket épineux au service de développement ou à l'assurance qualité, les membres de l'équipe d'assistance peuvent regarder les déroulés pour diagnostiquer eux-mêmes les problèmes des clients, et ainsi gagner du temps dans le cycle de remontée.
« Quand j'ai commencé à travailler dans un service d'assistance, un outil comme le Déroulé Pendo aurait été un véritable super pouvoir. »
Steve Eddy | Chef de produit principal, Shopmonkey
En tant que clients existants de Pendo, la valeur de l'augmentation des données quantitatives et qualitatives déjà collectées dans leur instance Pendo avec les données visuelles du Déroulé Pendo n'a pas posé de problème à l'équipe de Shopmonkey.
Pour S. Eddy, le large éventail de cas d'utilisation du Déroulé Pendo, destinés à toutes les équipes d'une entreprise, parle de lui-même. « Le Déroulé Pendo est un produit que chaque équipe utilise suffisamment pour que nous puissions répartir ce budget entre elles, sans le lier uniquement au produit. Comme toutes les équipes en bénéficient grandement, elles sont ravies de l'adopter. »
Curious to see what Pendo Session Replay can do for teams across your company? See Pendo Session Replay in action for yourself in this self-guided tour, or request a custom demo with our sales team.
