What users are saying about
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90 Ratings
199 Ratings

Heap

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90 Ratings
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Score 8.3 out of 100
199 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Heap

Heap is great for tracking insights about how users interact with the product, and finding quick answers to questions. Oftentimes we'll be discussing an issue and wondering about a specific conversion rate or usage metric, and we can set up the Heap event and dashboard and have the information already. No waiting for a developer to set up the event or waiting or information to come in.
Claire N. Thomas | TrustRadius Reviewer

Hotjar

Hotjar is well suite for organizations that want to get a good glimpse into user behavior on their websites. The tool is easily installed through Google Tag Manager, and then users simply select which pages or paths they want the tool to analyze. After a few days, users can start seeing patterns develop, helping them understand what areas of the user journey flow they need to test out and improve. Hotjar is primarily for web-based experiences, not for mobile applications and other non-web digital applications.
Zach Ettelman | TrustRadius Reviewer

Pros

Heap

  • Great UI - easy to read and perform analysis.
  • Event Visualizer to allow anyone to easily set up an even to track.
  • Live view that allows a user to see how performing certain actions on the site are reflected in Heap for tracking.
Anonymous | TrustRadius Reviewer

Hotjar

  • Heat mapping is great on Hotjar. It is a good place to start when you are looking at the UX & CRO on your website. You can see the % of people clicking on elements on a page, how far they scroll, and mouse movements.
  • Hotjar is great for session recordings. These record the mouse movements, clicks, pages and scrolls of a user in video format. You can watch these to investigate what works well on a site and identify potential roadblocks and bugs.
  • Hotjar is great as it ensures that users details are anonymous; for instance, if you are watching a session recording, you cannot see what a user types in a form field, as Hotjar blanks this out.
  • Hotjar has a poll function, so you can have polls on your website.
Sarah O'Donnell | TrustRadius Reviewer

Cons

Heap

  • Difficult (and as far as I can tell, sometimes impossible) to do some more advanced segmentation, or group comparisons within one chart.
  • Can get very lengthy and laborious to create more detailed charts.
  • There aren't as many "default" filters or segments as I'm used to (device type, location, etc), but this could be due to our set up.
  • I really don't like that there isn't a way to add notes or comments or sections or anything into dashboards (or even individual charts). Sharing context is just as important as sharing numbers.
Anonymous | TrustRadius Reviewer

Hotjar

  • Customization of in-page user surveys - Although it is a great tool to be able to publish and update user surveys that appear on our web page, the customization options (mostly UI) are somewhat limited, making the survey either stick out like a sore thumb, or look like an advertisement or error on our site. It would be great to get a little bit more control over how the survey appears on our site.
  • Honestly, I have not run into any other major examples I can detail where HotJar has not been able to do what I have needed it to do!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Heap

Heap 6.8
Based on 3 answers
Heap helps me understand key data points without fussing with the formatting of a dashboard. It gives me the benefit of data analyzation without the fuss of the formatting - as well as the ease of sharing data collected with my colleagues
Rebecca Lajoie | TrustRadius Reviewer

Hotjar

Hotjar 5.1
Based on 2 answers
Even though the heat maps and user recordings were useful, our website was significantly slowed down after we installed Hotjar, so much so, that it took over a minute for our blog to load. The data that we gathered was not worth the length that it took our website to load.
Patrick Eng | TrustRadius Reviewer

Usability

Heap

Heap 7.4
Based on 31 answers
As someone who is not an engineer I find Heap relatively easy to understand and interact with. I do believe that you need some level of technical skills to understand how to set up reports and analyze user sessions. There also needs to be some level of coordination between those defining different events and those consuming it and there might be some misunderstandings there
Anonymous | TrustRadius Reviewer

Hotjar

Hotjar 9.5
Based on 6 answers
So easy and simple to use! Straightforward anyone in the team is able to easily go in and set up anything in Hotjar. The UI is really simple. Whenever you give feedback to Hotjar they continously take on board the feedback and improve the tool
Halima Satheya | TrustRadius Reviewer

Performance

Heap

Heap 8.0
Based on 31 answers
Most pages load very quickly, though sometimes it's harder when there's a lot of fields being pulled. One annoying thing that Heap does is group a bunch of lines when there is a large pull. The only way I've seen to find those lines is to export to a CSV file. This is annoying because takes you out of Heap.
Anonymous | TrustRadius Reviewer

Hotjar

No score
No answers yet
No answers on this topic

Support Rating

Heap

Heap 9.1
Based on 6 answers
I haven't used support much but when I did it was very strong. Heap has great reps that provide reliable responses and prompt communication.
Martha Gallant | TrustRadius Reviewer

Hotjar

Hotjar 9.5
Based on 4 answers
Hotjar is a SaaS-based company, and as such has a good support service. Users can quickly submit support tickets through Hotjar's online portal. Enterprise customers get access to additional support members and have SLAs to support their larger, more complex needs. Overall, Hotjar is extremely reliable and I've never had to reach out to customer support.
Zach Ettelman | TrustRadius Reviewer

Implementation Rating

Heap

Heap 8.2
Based on 1 answer
The implementation was more straightforward than I imagined it would be. There was minimal set up required from our internal developers. Training was the biggest hurdle.
Anonymous | TrustRadius Reviewer

Hotjar

No score
No answers yet
No answers on this topic

Alternatives Considered

Heap

Heap allows you to track and define events yourself without engineers. It is more expensive than some other analytics tools like Amplitude but it has out-of-the-box tracking that Amplitude does not have. The out of the box tracking allows us to have much better insight into what our users do as you cannot always plan for everything and don't want to miss past data. The data also goes to our data warehouse and is clean, allowing the data science team to have access to data for models and the analytics team can use this data for their purposes.
Jono Child | TrustRadius Reviewer

Hotjar

To be honest, we have only tried Hotjar session recording. I know there are some alternatives but we haven't tried any of them. I think there are none as complete as Hotjar for what you pay (some do heatmaps, other video recording, other polls). And the thing is that all of that is done pretty decent on Hotjar, so I'm not looking for any alternative right now.
Santiago Valdés | TrustRadius Reviewer

Return on Investment

Heap

  • Heap has allowed us to track flows after the fact, which has helped us become more knowledgeable about our legacy conversion rates on our intake forms, and contrast those with rates after changes are made, giving us a better picture of our interventions.
  • Heap has allowed us to validate analytics results from other tools, introducing redundancy, and ensuring our reports are being calculated correctly.
Frank Ramirez | TrustRadius Reviewer

Hotjar

  • User Testing Alternative - Instead of hiring UX testers, we can leverage our actual customers to determine how they use our website. This has helped frame website redesign discussions on several occasions.
  • Landing Page Design - We've designed our landing pages based on user feedback from heatmaps we've gathered from Hotjar. Understanding where to place CTAs and other pieces based on user interaction has helped us streamline our landing page design.
  • Device Usage - Part of the data provided by Hotjar includes which device a user is visiting from. This helps us understand how mobile users work differently than desktop users.
Sasha Fritzel | TrustRadius Reviewer

Pricing Details

Heap

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Heap Editions & Modules

Edition
Free$01
Business$12,0001
  1. per year
Additional Pricing Details

Hotjar

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Hotjar Editions & Modules

Edition
Basic$01
Plus39.002
Business$993
  1. 2k pageviews/per day
  2. 10k pageviews per day/per month
  3. 20k pageviews per day/per month
Additional Pricing Details

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