Heap vs. Heymarket

Scenarios when Heap was well suited: It is when a user claims that he encountered a bug without giving us the details of the error message. Scenarios where it is less appropriate: Its when we try to capture user interaction in our mobile app

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Having a shared inbox is crucial for us, we cover 7 days a week from a PST-EST time zone so the whole team always needs to have visibility on conversations at all times. We also enjoy the fact that most functions of Heymarket are simple to use and don't require us to loop in tech help

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• Realtime interactions which are captured automatically is a unique feature which no other product offers.
• Low code implementation is a big plus for marketing teams, as there is less dependency on engineering
• Detailed customer behaviours can be studied with captured replay sessions
• Due to all the above points - it helped to improve customer experience

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• Sends personalized messages with tags and templates.
• Automates routine communications like order updates or follow-ups.
• Schedules messages to be sent at specific times.
• Manages customer opt-ins/opt-outs to comply with current regulations.
• Integrates with tools we use, like HelpScout.

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• I think Heap can improve its onboarding; I would love to see some info that is helpful for someone who isn't in Heap every single day.
• Sharing dashboards can be tricky, it feels like a huge learning curve that I already have forgotten how to do.

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• It could be easier to set up campaigns
• Group texting is missing
• Can duplicate users

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It's a great platform. I'm glad that one of our product managers introduced it because it has allowed us to create all kinds of new functionality. We're not only able to create a better product experience from our communications because of Heap, but we're also able to generate all kinds of helpful analysis.

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On a scale from 1-10, I find Heap to be incredibly user-friendly and easy to use. I enjoyed the training videos available and was quickly able to pick up how to create events and reports to track user interactions on our product. I would recommend Heap for its usability first and foremost.

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In my opinion, Heymarket is easy to use and has a nice, clean interface (much nicer than JustCall). The customization is nice and it is easy to create templates, schedule messages, send messages through API, etc. I cannot give it a 10 because, in my opinion, the mobile app is not very good, you cannot close API messages manually, and the Customer Service team lacks the ability to help without contacting management.

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I've never run into any issues with Heap's availability, Heap is always there when I need it. I haven't run into any issues like application errors or unplanned outages during my 2+ years of using Heap. Each and every time I log in to Heap I have a completely functional experience

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Heap doesn't affect page load times considerably nor has a large impact [on] our overall score, as far as page loading times inside of the tool its pretty reliable to retrieve data as much as "instant" that it can be the delay seems to be on data getting tracked into the servers to be read but it's not significant.

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Heap support has allowed us to troubleshoot and test a lot of different items. Their support team is always helpful and friendly, even when we come to them with the most complicated questions. I think this greatly improves the value proposition of the product because their support team is knowledgable and friendly.

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The implementation was smooth and easy. The Heap team helped us with implementation and it went great! Within a few weeks, we were fully up and running and utilizing the platform to its full capability. This is an additional thing that has made this platform so great and we couldn't recommend it enough.

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Heap offers a ton of functionality on a single platform.It also has an smart data science layer to offers suggestions for next steps in the analysis, allowing us to explore alternative paths we may not think to take. The low-code option for updating data is appealing, and there is a lot of automation with minimal engineering effort.

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Heymarket was easier to use and has had less errors than OpenPhone. While they do share many similar features (shared inbox, tagging users, simple to use) Heymarket has been a solid solution for us. I only wish we could also use it to make phone calls along side text messages

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

The most challenging part of using Heap in a growing organization is the naming and structure in which reports and dashboards are organized. I work within the marketing department and our Heap leader internally works within the IT/Product department, which makes it challenging because we often don't speak the same language, so the learning curve has been steep without any specific use-case examples to leverage online.

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• It has helped us make decisions on what products to scope for our MVP based on the usage data.
• It's allowed us to measure success with our beta product.
• It's helped us view our conversion rates in an easy and usable manner.

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Invited by TrustRadius (TR) on Vendor's Behalf

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• Faster and more personalized responses, which improve customer experience.
• Built-in opt-in/out management reduces the risk of non-compliance with regulations.
• Inability to auto-close API messages results in a lot of lost time for CS as they have to manually close every message sent through API.
• The cost, especially if we decide to send marketing messages, is rather high compared to other companies we have used.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info