Installation and Setup
Q: How do I add the Heatmap code snippet for 3rd party page builders like Replo?
A: Most Replo pages can pick up the installation from the theme.liquid file and don't need a special separate installation. However, if you're experiencing issues, please share the specific page URL with our support team so we can confirm if additional installation steps are necessary.
Q: Why is my Heatmap recording fewer sessions than my actual site visitors?
A: There could be several reasons for this discrepancy. It's important to ensure that the Heatmap code is properly installed on all pages, including those built with third-party page builders. Also, check your Javascript console for any errors, which might prevent our scripts from executing successfully. If the issue persists, contact our support team with specific page URLs for further investigation.
Features and Limitations
Q: Can I see heatmaps for cart and checkout pages?
A: Unfortunately, due to Shopify's security measures, we cannot track checkout and cart pages. This limitation applies to all third-party software and came with the deprecation of checkout.liquid. We can only track pages up to the cart, but not the checkout process itself.
Q: How can I get expert advice on optimizing my pages based on heatmap data?
A: We offer a higher tier plan that gives you access to our CRO (Conversion Rate Optimization) experts. They can provide tailored advice on how to optimize your pages to boost performance. Contact our support team to learn more about upgrading your plan.
Troubleshooting
Q: Why might my heatmap data be inaccurate or incomplete?
A: A common issue is the use of dynamically changing class names or random selectors on your website. When class names change frequently, it can make it difficult for Heatmap.com to track elements consistently. To fix this, we recommend assigning unique IDs to key elements. For example, instead of using:
<a class="small btn active">Buy Now</a>
you can modify it to:
<a id="buy-now-button" class="small btn active">Buy Now</a>
This ensures your selector is stable, specific, and won't change if your website's structure is updated, leading to more accurate heatmap data.
Q: What should I do if I'm experiencing issues with data tracking?
A: If you notice discrepancies or issues with your heatmap data, please contact our support team. Provide specific page URLs and describe the issues you're experiencing. Our team can investigate and provide guidance on resolving any tracking problems.
Account and Access
Q: How can I join the Heatmap.com Slack channel for support?
A: If you're on our Pro plan or higher, you should receive an invitation to join our Slack channel. If you haven't received an invitation or are having trouble joining, please contact our support team with your account email address, and we'll resend the invitation.
Q: What if I can't access the Slack channel due to a subscription issue?
A: If you're unable to access the Slack channel due to a subscription-related message, please reach out to our support team. We'll investigate the issue and ensure you have the correct access based on your current plan.
General Support
Q: How can I get personalized help with analyzing my heatmap data?
A: For personalized assistance, we recommend joining our Slack channel (available for higher-tier plans) where our team can provide more direct and timely support. Alternatively, you can request a loom video analysis of your heatmap data through our support team.
Q: What's the best way to contact support for urgent issues?
A: For quick resolution of urgent issues, we recommend using our Intercom chat support or reaching out through our Slack channel if you have access. These channels typically offer faster response times compared to email support.
Remember, our support team is here to help you make the most of your Heatmap.com experience. Don't hesitate to reach out if you have any questions or concerns!