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fill="#FF3C00"></path></svg>Back to case studies</a></p><h1 class="sc-167aua0-1 sc-jr97bh-3 cltmLY gnfqah">How CCV used Hotjar to grow conversions</h1><div class="sc-bppd0a-0 iVDwa sc-jr97bh-4 jSLcOZ"><p>Hotjar makes the insights you have from Google Analytics visual and easier to understand—and it’s less time consuming to analyze this data and get some quick wins.</p><p></p></div><div class="sc-jr97bh-5 gJPYzn"><span class="sc-jr97bh-6 kLPmdw">SaaS</span><span class="sc-jr97bh-6 kLPmdw">How to improve conversion</span><span class="sc-jr97bh-6 kLPmdw">UX designer</span></div></div><div class="sc-jr97bh-8 dJhzPA"><div class="sc-jr97bh-9 ljKcZh"><h2>Last updated</h2>24 Mar 2023</div><div class="sc-jr97bh-9 ljKcZh"><h2>Reading time</h2>2 min</div><div class="sc-jr97bh-9 ljKcZh"><h2>Features used</h2><a class="sc-jr97bh-10 lkHrHk" href="https://www.hotjar.com/product/heatmaps"><div class="sc-1h6crh2-0 ctAYiw next-image sc-jr97bh-11 eUpefE"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;padding-top:100%"></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%" sizes="100vw" srcSet="https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 375w, https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 384w, https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 640w, https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 750w, https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 824w, https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg 946w" src="https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg"/></noscript></span></div>Heatmaps</a><a class="sc-jr97bh-10 lkHrHk" href="https://www.hotjar.com/product/recordings"><div class="sc-1h6crh2-0 ctAYiw next-image sc-jr97bh-11 eUpefE"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;padding-top:100%"></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%" sizes="100vw" srcSet="https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 375w, https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 384w, https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 640w, https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 750w, https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 824w, https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg 946w" src="https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg"/></noscript></span></div>Recordings</a></div><div class="sc-jr97bh-9 ljKcZh"><h2>Share</h2><div 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https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg 640w, https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg 750w, https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg 824w, https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg 946w" src="https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/></span></div></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-bppd0a-0 iVDwa sc-qvfq4k-0 ePjNtA"><p>Can you use the same set of behavior analysis tools to (1) improve your products, (2) increase conversions for yourself, and (3) increase conversions for your customers?</p><p>We usually think of these as separate questions, but for CCV, they were all intertwined.</p><h2 id="object-object"><b>How a SaaS company improved their products + boosted conversions for themselves and their e-commerce clients</b></h2><p><a href="http://ccvshop.nl/" rel="noopener noreferrer nofollow" target="_blank">CCV Shop</a> is a Software as a Service (SaaS) product from CCV, a Netherlands-based company with large market share in the country’s payment sector. CCV Shop creates and hosts online storefronts—think one-stop shop for 17,000 entrepreneurs to run their online e-commerce stores. </p><p>Since their business is all about helping online companies succeed, they came to find that studying user behavior (both their own visitors <i>and</i> their customers’ visitors) helped everyone thrive.</p><p>Gregor Doornbosch is a UX Designer at CCV who is deeply interested in user psychology, and he used Hotjar <a href="https://www.hotjar.com/heatmaps">Heatmaps</a> and <a href="https://www.hotjar.com/session-recordings/">Session Recordings</a> to observe <a href="https://www.hotjar.com/blog/user-behavior/">user behavior</a> on:</p><ul><li><p>CCV Shop’s landing pages</p></li><li><p>CCV Shop’s own website</p></li><li><p>Check-out pages on their customers’ online shops (with permission, of course!)</p></li></ul></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-1m7qfq0-8 ekXbZc"><div class="sc-1m7qfq0-13 fWKduh"><blockquote class="sc-1m7qfq0-15 dBVZXQ">I have a real passion for everything that goes into User Experience (UX) design. I want to know what users are thinking—the psychology behind their decisions—and why they’re clicking on some elements while ignoring others. </blockquote><div class="sc-1m7qfq0-16 jOStHQ"><div class="sc-1m7qfq0-17 hXIJaf"><div><div class="sc-1m7qfq0-19 fGbNIy">Gregor Doornbosch</div><div class="sc-1m7qfq0-21 jZNabN">UX Designer at CCV</div></div></div><div class="sc-1gqa40i-2 bPfPbh"></div></div></div></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-bppd0a-0 iVDwa sc-qvfq4k-0 ePjNtA"><h2 id="object-object"><b>Would there be hidden costs to Hotjar’s implementation?</b></h2><p>Hotjar’s price seemed right, but Gregor’s experience with business software made him skeptical at first. Implementing any new software across different departments requires training, and a complicated interface could add hidden labor costs (in onboarding, incomplete adoption, etc.).</p><p>Fortunately, Hotjar proved its value by being easy to learn and implement.</p></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-1m7qfq0-8 ekXbZc"><div class="sc-1m7qfq0-13 fWKduh"><blockquote class="sc-1m7qfq0-15 dBVZXQ">A lot of tools try to sell you on the low price, but they ‘forget’ to tell that implementing can cost more, in time and money, than most people think. Hotjar was easy to implement, and it offered tremendous value for a great price. </blockquote><div class="sc-1m7qfq0-16 jOStHQ"><div class="sc-1m7qfq0-17 hXIJaf"><div><div class="sc-1m7qfq0-19 fGbNIy">Gregor Doornbosch</div><div class="sc-1m7qfq0-21 jZNabN">UX Designer at CCV</div></div></div><div class="sc-1gqa40i-2 bPfPbh"></div></div></div></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-bppd0a-0 iVDwa sc-qvfq4k-0 ePjNtA"><h2 id="object-object"><b>Challenge #1: increase conversions for CCV Shop’s landing pages</b></h2><p>CCV Shop generates leads through landing pages, and they used a few Hotjar tools together to understand their prospective customers and increase conversions.</p><p>CCV Shop used Heatmaps to see the big picture—where customers were clicking in aggregate, how far they scrolled, and how they interacted with various elements of each page:</p><div class="sc-1h6crh2-0 ctAYiw next-image "><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;padding-top:252.34375%"></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%" sizes="(min-width: 1000px) 946px, 100vw" srcSet="/_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=375&q=75 375w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=384&q=75 384w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=640&q=75 640w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=750&q=75 750w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=824&q=75 824w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=946&q=75 946w" src="/_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2F6XFTNw5cyxx2VDIkYkzkIU%2F0ca54e86f7a123724e791e15364b85dc%2Fheatmap-desktop.txt&w=946&q=75"/></noscript></span></div><p>Then, they observed individual recordings as users interacted with the various landing pages. As Gregor explains it, “by using videos you see how people are on different browser versions, resolutions, etc., and sometimes you see small bugs within your own software that you've never seen before.”</p><p>With this information, CCV Shop could make changes, A/B test them, and double down on what worked.</p><p> The results? They increased the conversion rate on their marketing website by 38%, from 1.3% to 1.8%—which got them really close to reaching their 2% conversion goal.</p><h2 id="object-object"><b> Challenge #2: improving the platform to boost conversions for clients</b></h2><p>This is where things get <i>really</i> interesting. Since CCV Shop creates (and hosts) software for online stores, they have the unique opportunity to observe not only their own users—but their customers’ users as well (with express permission).</p><p>Using Hotjar’s tools, CCV Shop could figure out how some of their customers’ users behaved when they reached the checkout page.</p><p>They used this data to:</p><ul><li><p>Improve their platform’s interface, which would result in</p></li><li><p>Improved conversions for their customers</p></li></ul><p>Plus, they were able to use these same tools and techniques to improve the ‘back-office’ side of their product—making it easier for their customers to update their products, pricing, etc. in their online stores.</p></div></div></div><div class="sc-113110s-0 jDjEjm"><div class="sc-341qbk-0 iEiGUx"><div class="sc-1m7qfq0-8 ekXbZc"><div class="sc-1m7qfq0-13 fWKduh"><blockquote class="sc-1m7qfq0-15 dBVZXQ">We have around 17,000 shops hosted on our site, if you consider the free users, and that’s a lot of data. With that in mind, we set out to study the pages with a similar layout and flow, such as the checkout page. Hotjar helped us gain insight into how people use our features and where we can improve them for our clients. That means conversion improvements… and happier customers! </blockquote><div class="sc-1m7qfq0-16 jOStHQ"><div class="sc-1m7qfq0-17 hXIJaf"><div class="sc-f34alj-5 eRABuG sc-1m7qfq0-18 keSixJ"><div class="sc-f34alj-0 eYKlFj"><div class="sc-1h6crh2-0 ctAYiw next-image "><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;padding-top:100%"></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="responsive" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%" sizes="100vw" srcSet="/_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=375&q=75 375w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=384&q=75 384w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=640&q=75 640w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=750&q=75 750w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=824&q=75 824w, /_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=946&q=75 946w" src="/_next/image/?url=https%3A%2F%2Fimages.ctfassets.net%2Flh3zuq09vnm2%2FQXffBC9G2qiKh3qPKYgpC%2F7db00b02020c4930e8ccd9786c493636%2Fgregor.png&w=946&q=75"/></noscript></span></div></div></div><div><div class="sc-1m7qfq0-19 fGbNIy">Gregor Doornbosch</div><div class="sc-1m7qfq0-21 jZNabN">UX Designer at CCV</div></div></div><div class="sc-1gqa40i-2 bPfPbh"></div></div></div></div></div></div><div data-testid="default-cta-banner" class="sc-113110s-0 sc-zylmo5-0 jDjEjm AVhwD"><div class="sc-341qbk-0 sc-zylmo5-2 iEiGUx dSGqTY"><div class="sc-zylmo5-3 fOcDPd"><h2 class="sc-167aua0-1 sc-zylmo5-4 cltmLY BjOxm">Get started with Hotjar</h2><div class="sc-zylmo5-5 fAkycZ"><div class="sc-bppd0a-0 iVDwa"><p>It only takes a few minutes to get started with Hotjar. Understand your users—start free, today.</p></div></div><div class="sc-zylmo5-6 cbsVzV"><div class="sc-1gqa40i-0 dNLxeO" data-testid="ButtonWrapperPrimary"><a class="" href="https://insights.hotjar.com/register?pricing_table=8" target="_self"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M23.1429 0C18.7714 0 15.9429 0 13.1144 2.82857L13.0287 2.91429L10.5429 6.08571H10.4572C4.34883 5.20161 2.23483 8.53797 1.92442 9.02784C1.9038 9.06039 1.89113 9.08037 1.8858 9.08571C1.71437 9.51429 1.80009 9.94286 2.22866 10.2L6.42866 12.6857L11.4001 17.6571L13.8858 21.8571C14.0572 22.1143 14.3144 22.2857 14.6572 22.2857C14.8287 22.2857 14.9144 22.2857 15.0001 22.2C15.1715 22.1143 18.9429 20.1429 18 13.6286V13.5429L21.1714 11.0571C21.1714 11.0571 21.2571 11.0571 21.2571 10.9714C24 8.05714 24 4.37143 24 0.857143C24 0.342857 23.6571 0 23.1429 0ZM3.85723 9.17143C4.54294 8.4 6.17151 7.37143 9.25723 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24C5.74286 24 5.57143 23.9143 5.4 23.7429C5.05714 23.4 5.05714 22.8857 5.4 22.5429ZM17.1429 9.42857C16.5429 9.42857 15.8571 9.17143 15.3429 8.65714C14.8286 8.22857 14.5714 7.54286 14.5714 6.85714C14.5714 6.17143 14.8286 5.48571 15.3429 5.05714C16.2857 4.02857 17.9143 4.02857 18.9429 5.05714C19.4571 5.48571 19.7143 6.17143 19.7143 6.85714C19.7143 7.54286 19.4571 8.14286 18.9429 8.65714C18.4286 9.17143 17.7429 9.42857 17.1429 9.42857ZM17.1429 6C16.8857 6 16.7143 6.08571 16.5429 6.25714C16.3714 6.42857 16.2857 6.6 16.2857 6.85714C16.2857 7.11429 16.3714 7.28571 16.5429 7.45714C16.8857 7.8 17.4 7.8 17.7429 7.45714C17.9143 7.28571 18 7.11429 18 6.85714C18 6.6 17.9143 6.42857 17.7429 6.25714C17.5714 6.08571 17.4 6 17.1429 6Z" fill="white" fill-opacity="0.89"></path></svg>Get started free</a></div></div><div class="sc-zylmo5-7 bZdqos"><div class="sc-bppd0a-0 iVDwa"><p>No credit card required</p></div></div></div><div class="sc-zylmo5-8 gOZVLZ"><div class="sc-zylmo5-9 ioYvhS"><div 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All rights reserved.</p></div><div class="sc-110qyy0-11 hHcNsV"><ul class="sc-110qyy0-9 eTMaTC"><li><a class="" href="https://help.hotjar.com/hc/en-us/articles/115011789248-Hotjar-Cookies">Cookie Info</a></li><li><a data-testid="cookie-settings-link" class="">Cookie Settings</a></li><li><a class="" href="https://www.hotjar.com/policies/do-not-track">Do Not Track</a></li></ul></div></div></div></div></footer></div></div><script>(function(w,d,s,l,i){w[l]=w[l]||[]; w[l].push({'gtm.start':new Date().getTime(),event:'gtm.js'}); var f=d.getElementsByTagName(s)[0],j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:''; j.async=true;j.src='https://www.googletagmanager.com/gtm.js?id='+i+dl+''; f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer', 'GTM-N4F4J3');</script><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"document":{"__typename":"CaseStudyWrapper","sys":{"id":"2c7neUolqpjgz9HrS3Gdvj","publishedAt":"2021-09-24T15:27:16.039Z"},"slug":"ccv","seo":{"metaTitle":"How CCV Used Hotjar to Grow Conversions","metaDescription":"A Hotjar case study: how CCV used Hotjar Recordings and Polls to spot problems that were costing the client money and gather eye-opening insight.","noindex":null,"metaImage":{"url":"https://images.ctfassets.net/lh3zuq09vnm2/4f1SnTRG4Q51Ku1xyxoprd/98248386201d2652e38da46a89b23219/hompage.txt"}},"page":{"__typename":"CaseStudy","sys":{"publishedAt":"2023-03-24T10:54:51.544Z"},"introText":{"json":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"Hotjar makes the insights you have from Google Analytics visual and easier to understand—and it’s less time consuming to analyze this data and get some quick wins.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"}},"companyName":"CCV Shop","title":"How CCV used Hotjar to grow conversions","customPageNavigationLinksCollection":{"items":[]},"heroVideo":null,"heroImageCaption":null,"industriesCollection":{"items":[{"name":"SaaS"}]},"useCasesCollection":{"items":[{"name":"How to improve conversion"}]},"rolesCollection":{"items":[{"name":"UX designer"}]},"heroImage":{"contentType":"image/svg+xml","description":"","url":"https://images.ctfassets.net/lh3zuq09vnm2/7j1Jez01AgRkFCMNSAwsjJ/716935960f528f94119e8a951cfd8b42/CCV-Case-study-Header.svg","width":960,"height":640},"featuresUsedCollection":{"items":[{"name":"Heatmaps","icon":{"contentType":"image/svg+xml","description":null,"url":"https://images.ctfassets.net/lh3zuq09vnm2/2raeB7igoXwmJAMxQt6HmL/ff6bc847c7fff145a24eea49a43fd44d/heatmaps.svg","width":15,"height":15},"link":{"__typename":"PageWrapper","slug":"product/heatmaps"}},{"name":"Recordings","icon":{"contentType":"image/svg+xml","description":null,"url":"https://images.ctfassets.net/lh3zuq09vnm2/2NxJVzpwQwA9m4eWumDPvw/67e1fe7c5cfef83d9d4cc4e1a22d77a8/session-recordings.svg","width":24,"height":24},"link":{"__typename":"PageWrapper","slug":"product/recordings"}}]},"componentsCollection":{"items":[{"__typename":"ComponentText","sys":{"id":"2il5rcRpmy1JzhuQV10Tzy"},"colorTheme":null,"text":{"json":{"nodeType":"document","data":{},"content":[{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Can you use the same set of behavior analysis tools to (1) improve your products, (2) increase conversions for yourself, and (3) increase conversions for your customers?","marks":[],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"We usually think of these as separate questions, but for CCV, they were all intertwined.","marks":[],"data":{}}],"data":{}},{"nodeType":"heading-2","content":[{"nodeType":"text","value":"How a SaaS company improved their products + boosted conversions for themselves and their e-commerce clients","marks":[{"type":"bold"}],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"","marks":[],"data":{}},{"nodeType":"hyperlink","content":[{"nodeType":"text","value":"CCV Shop","marks":[],"data":{}}],"data":{"uri":"http://ccvshop.nl/"}},{"nodeType":"text","value":" is a Software as a Service (SaaS) product from CCV, a Netherlands-based company with large market share in the country’s payment sector. CCV Shop creates and hosts online storefronts—think one-stop shop for 17,000 entrepreneurs to run their online e-commerce stores. ","marks":[],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Since their business is all about helping online companies succeed, they came to find that studying user behavior (both their own visitors ","marks":[],"data":{}},{"nodeType":"text","value":"and","marks":[{"type":"italic"}],"data":{}},{"nodeType":"text","value":" their customers’ visitors) helped everyone thrive.","marks":[],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Gregor Doornbosch is a UX Designer at CCV who is deeply interested in user psychology, and he used Hotjar ","marks":[],"data":{}},{"nodeType":"hyperlink","content":[{"nodeType":"text","value":"Heatmaps","marks":[],"data":{}}],"data":{"uri":"https://www.hotjar.com/heatmaps"}},{"nodeType":"text","value":" and ","marks":[],"data":{}},{"nodeType":"hyperlink","content":[{"nodeType":"text","value":"Session Recordings","marks":[],"data":{}}],"data":{"uri":"https://www.hotjar.com/session-recordings/"}},{"nodeType":"text","value":" to observe ","marks":[],"data":{}},{"nodeType":"hyperlink","content":[{"nodeType":"text","value":"user behavior","marks":[],"data":{}}],"data":{"uri":"https://www.hotjar.com/blog/user-behavior/"}},{"nodeType":"text","value":" on:","marks":[],"data":{}}],"data":{}},{"nodeType":"unordered-list","content":[{"nodeType":"list-item","content":[{"nodeType":"paragraph","content":[{"nodeType":"text","value":"CCV Shop’s landing pages","marks":[],"data":{}}],"data":{}}],"data":{}},{"nodeType":"list-item","content":[{"nodeType":"paragraph","content":[{"nodeType":"text","value":"CCV Shop’s own website","marks":[],"data":{}}],"data":{}}],"data":{}},{"nodeType":"list-item","content":[{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Check-out pages on their customers’ online shops (with permission, of course!)","marks":[],"data":{}}],"data":{}}],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"","marks":[],"data":{}}],"data":{}}]},"links":{"assets":{"block":[]},"entries":{"hyperlink":[]}}}},{"__typename":"ComponentTestimonials","sys":{"id":"JWUb9sYngeHMBv1R0fzDm"},"reverseOrder":null,"testimonialsCollection":{"items":[{"text":null,"logo":null,"quote":"I have a real passion for everything that goes into User Experience (UX) design. I want to know what users are thinking—the psychology behind their decisions—and why they’re clicking on some elements while ignoring others. ","author":"Gregor Doornbosch","authorLink":null,"jobTitle":"UX Designer at CCV","companyLink":null,"link":null,"media":null,"quoteColorTheme":null,"breadcrumbTitle":null,"title":null,"ctaLink":null,"portrait":null}]}},{"__typename":"ComponentText","sys":{"id":"721nDoEf3klzdZNpsv2dDo"},"colorTheme":null,"text":{"json":{"nodeType":"document","data":{},"content":[{"nodeType":"heading-2","content":[{"nodeType":"text","value":"Would there be hidden costs to Hotjar’s implementation?","marks":[{"type":"bold"}],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Hotjar’s price seemed right, but Gregor’s experience with business software made him skeptical at first. Implementing any new software across different departments requires training, and a complicated interface could add hidden labor costs (in onboarding, incomplete adoption, etc.).","marks":[],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Fortunately, Hotjar proved its value by being easy to learn and implement.","marks":[],"data":{}}],"data":{}}]},"links":{"assets":{"block":[]},"entries":{"hyperlink":[]}}}},{"__typename":"ComponentTestimonials","sys":{"id":"oo7EOO60qrIbJPQqcyux2"},"reverseOrder":null,"testimonialsCollection":{"items":[{"text":null,"logo":null,"quote":"A lot of tools try to sell you on the low price, but they ‘forget’ to tell that implementing can cost more, in time and money, than most people think. Hotjar was easy to implement, and it offered tremendous value for a great price. ","author":"Gregor Doornbosch","authorLink":null,"jobTitle":"UX Designer at CCV","companyLink":null,"link":null,"media":null,"quoteColorTheme":null,"breadcrumbTitle":null,"title":null,"ctaLink":null,"portrait":null}]}},{"__typename":"ComponentText","sys":{"id":"3bclmz0cERGgJ9ktVeccA4"},"colorTheme":null,"text":{"json":{"nodeType":"document","data":{},"content":[{"nodeType":"heading-2","content":[{"nodeType":"text","value":"Challenge #1: increase conversions for CCV Shop’s landing pages","marks":[{"type":"bold"}],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"CCV Shop generates leads through landing pages, and they used a few Hotjar tools together to understand their prospective customers and increase conversions.","marks":[],"data":{}}],"data":{}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"CCV Shop used Heatmaps to see the big picture—where customers were clicking in aggregate, how far they scrolled, and how they interacted with various elements of each page:","marks":[],"data":{}}],"data":{}},{"nodeType":"embedded-asset-block","content":[],"data":{"target":{"sys":{"id":"6XFTNw5cyxx2VDIkYkzkIU","type":"Link","linkType":"Asset"}}}},{"nodeType":"paragraph","content":[{"nodeType":"text","value":"Then, they observed individual recordings as users interacted with the various landing pages. 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