Case Study: ClassHero reverses a 48% drop in conversions with Hotjar

How ClassHero reversed a 48% drop in conversions

ClassHero, a startup focused on improving user growth and onboarding, faced a sudden 48% drop in conversions when its onboarding completion rate fell from 75% to 39%. Sales Operations Manager John Gilmore used Hotjar session recordings to investigate the issue and determine whether the decline was caused by technical bugs or by users struggling with recent product changes.

Using Hotjar, ClassHero quickly identified two major onboarding problems: an autocomplete search that returned thousands of school results too early, and a dropdown bug that hid the next question in the form. Hotjar helped the team pinpoint and fix these issues, stopping the conversion bleed and restoring a smoother onboarding experience.

ClassHero

John Gilmore

Sales Operations Manager