What users are saying about
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Top Rated
244 Ratings
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Top Rated
268 Ratings

Heap

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Top Rated
244 Ratings
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Score 8.6 out of 100

Hotjar

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Top Rated
268 Ratings
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Score 8.5 out of 100

Attribute Ratings

  • Heap is rated higher in 1 area: Likelihood to Renew
  • Hotjar is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

8.6

Heap

86%
144 Ratings
8.9

Hotjar

89%
82 Ratings

Likelihood to Renew

7.0

Heap

70%
5 Ratings
5.1

Hotjar

51%
2 Ratings

Usability

8.5

Heap

85%
61 Ratings
9.6

Hotjar

96%
6 Ratings

Availability

9.1

Heap

91%
2 Ratings

Hotjar

N/A
0 Ratings

Performance

8.5

Heap

85%
61 Ratings

Hotjar

N/A
0 Ratings

Support Rating

9.0

Heap

90%
10 Ratings
9.6

Hotjar

96%
4 Ratings

Implementation Rating

8.2

Heap

82%
2 Ratings

Hotjar

N/A
0 Ratings

Product Scalability

7.7

Heap

77%
2 Ratings

Hotjar

N/A
0 Ratings

Likelihood to Recommend

Heap

Heap has been so helpful in allowing all teammates (technical or non-technical) the ability to view data about our products. Using the product has been so easy because all of the data is there to view; it's just a matter of querying it. I wish I did more of setting up queries myself with the functionality where Heap can create paths of data in the UI that do not exist already. I think that would be super useful but unfortunately just forget how to do it sometimes!
Alexandria Bruschi | 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

  • Retroactive data storage - even if you forget to define an event, the data isn't lost.
  • Much better user interface than Google Analytics, easy for non-tech marketers to use without eng support.
  • Real-time data analysis - so we don't have to wait for the data
  • Easy ability to cut data in different methods quickly
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

  • There are some categorization pieces that are hard to understand and so I mostly don't categorize my reports outside of the dashboards
  • Dashboards can be a bit slow to load if you have a lot of reports on it
  • The relationship between date ranges in different rows as you're building a report can be a bit confusing
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

Pricing Details

Heap

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

$0 per month

Heap Editions & Modules

Edition
Free$01
GrowthStarting at $3,600 annually2
ProContact Heap Sales3
PremierContact Heap Sales4
  1. Up to 10k sessions/month
  2. Up to 300k sessions/year
  3. Custom sessions per month and unlimited projects
  4. Custom sessions per month
Additional Pricing Details
Heap pricing is based on session volume. A session is a period of activity from a single user on your app or website. It can include many pageviews or events.

Hotjar

General

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

Starting Price

$0 2k pageviews/per day

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

Likelihood to Renew

Heap

Heap 7.0
Based on 5 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 8.5
Based on 61 answers
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.
Anonymous | TrustRadius Reviewer

Hotjar

Hotjar 9.6
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

Reliability and Availability

Heap

Heap 9.1
Based on 2 answers
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
Rebecca Lajoie | TrustRadius Reviewer

Hotjar

No score
No answers yet
No answers on this topic

Performance

Heap

Heap 8.5
Based on 61 answers
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.
Gabe Romero | TrustRadius Reviewer

Hotjar

No score
No answers yet
No answers on this topic

Support Rating

Heap

Heap 9.0
Based on 10 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 9.6
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 2 answers
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 stood out from other tools in the following ways: Comprehensive auto-tracking and "spotlight" tool allows us to add event attributes through their UI which greatly reduces the reliance on Engineering resources for instrumentation. Their "Effort Analysis" tool helps identify points of drop-off and automatically identifies users' bottleneck points in a user funnel. Their "Funnel" tool identifies events we may not include in our original funnel that could be important factors in a user's journey.
Anonymous | 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

Scalability

Heap

Heap 7.7
Based on 2 answers
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.
Rebecca Lajoie | TrustRadius Reviewer

Hotjar

No score
No answers yet
No answers on this topic

Return on Investment

Heap

  • Allowed us to understand AB tests in more detail using funnel reports.
  • We have not synced with delighted for NPS scores, though we are looking into this as an added value.
  • Helped us understand where there are dropoffs in the conversion funnel, and where to focus/prioritize efforts.
Reza Dawood | 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

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