Hotjar vs. Salesforce Experience Cloud

Hotjar is good for a first pass at understanding user sentiment or locating potential usability issues. There are features such as "rage clicked" which shows recordings or instances when a user rage clicked or had an issue with your site. Hotjar has also been helpful to launch intercept surveys on mobile, desktop, and app, which not all competitor software allow. Hotjar recordings are fun to watch. "Watching Hotjar like Netflix" is a favorite pastime at work.

Incentivized

For well-suited, this product is great for your external clientele groups that you would not necessarily want to have a high user fee rate for. So basically general public or a group that will be authorized to come in and just do a few things here and there, but you don't necessarily want them access to all of your systems and your data points for groups that it would not be a great use for. I'd say probably your high level internal staff, they're going to be using a lot of the backend functionality automations, evaluating data, managing data, and doing custom inputs. That's just not what's intended for.

Incentivized

• 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.

Incentivized

• Easy to use, just like Salesforce's other products. Many users can sit down and figure it out in no time, and with a little training become power users.
• Fast and secure - Salesforce is a leader in the cloud world so you get consistently fast results and security that is top notch in the industry.
• Accessible from anywhere - if you use cloud CMS already this is a no-brainer, but for those that do in-house CMS still, this is a major difference. Mobile access from anywhere on the planet without a VPN is something you just can't do without the cloud.

Incentivized

• Hotjar is primarily used for web-based experiences. Not that easy to use on mobile apps.
• I'd love to see Hotjar integrated with Google Analytics for an even deeper view.
• Hotjar is primarily used by smaller organizations...pricing can get steep quickly for larger organizations.

Incentivized

• Unlike other CMS platforms like Wordpress and Adobe Experience Manager, Salesforce does not provide a fully featured editor with a drag-and-drop design tool.
• Our content creators and marketing team often struggle with permissions and how to distribute content across different experience cloud sites.
• Also, there is no side-to-side comparison view for content editors to update the content easily.

Incentivized

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.

Incentivized

Renewal exercise is already underway. Platform is to ubiquitous to not leverage, especially at a Fortune 50 firm

Incentivized

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.

Incentivized

Strengths: - Intuitive for Salesforce Users – If you’re already working within the Salesforce ecosystem, the Salesforce CMS is easy to navigate, with a clean UI, drag-and-drop content management, and reusable assets for quick updates. - Seamless Integration – Since it connects natively with Experience Cloud, Marketing Cloud, and CRM, it allows for efficient multi-channel content distribution without needing extra third-party tools. - AI-Powered Personalization – The ability to deliver dynamic content based on user profiles and engagement data is a huge plus, making content delivery more relevant and impactful. Challenges: - Learning Curve for New Users – If you're not already familiar with Salesforce, the interface can feel overwhelming, requiring training to fully leverage all features. - Limited Customization & Workflow Automation – While it works well for structured content, advanced approval workflows and deep editorial customization are limited compared to enterprise CMS platforms like Adobe Experience Manager. - Media & Design Limitations – Salesforce CMS is not as robust for managing rich media-heavy content, which can be frustrating for teams needing more flexibility in multimedia presentation.

Incentivized

Again, since we provide and recommend solutions, I can't speak to every client's individual experience, but can offer general reflections as to keep their collaborations private, that they are satisfied with the experience. We hear a lot about how this system helps to encourage collaborations between their own business partners, customers, and internal members, and enables quality integrations with other products that help drive revenue.

Incentivized

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.

Incentivized

Although support from Salesforce itself can be quite unresponsive sometimes, the community hub is incredibly helpful. The large user base of Salesforce products contribute to troubleshooting and the forums are a powerful tool for finding solutions and possible bugs and response times can be quite fast compared to your regular support channels.

Incentivized

HotJar was selected for a few reasons:

• Video Capture - HotJars video capture of user sessions is nothing short of amazing. It is so useful (not to mention cool) to see, in real time, how users interact with our software. It makes our jobs so much easier and more enjoyable to get this type of d
• User Surveys - The ease and flexibility of surveys we can make available on our website are an awesome tool to get additional data.
• Simple implementation - Adding a very small amount of code to our website gives us the ability to use all of HotJars features without having to touch our code again.

Incentivized

Salesforce Experience Cloud was selected due to its tight integration with our existing Salesforce CRM platform. Customization of the portal was much, much simpler compared to Sharepoint - especially with role-based security parameters that are ultimately inherited based on attributes within the Salesforce CRM platform. Salesforce Experience Cloud was a natural fit for this customer-facing purpose.

Incentivized

• We have fixed many issues, for example, checkout usability problems with the video recording feature. You can catch bugs and get an overall idea of how a particular page is working.
• Polls have helped us pair intent with the video sessions, so we can understand better why certain users answered different things. You get greedy and try to ask everything but that won't work. Keep it simple and it will give you small but important insights.

Incentivized

• Time savings for our customer success team - no need to continually follow up on tickets as customers have access to see status themselves
• In the future, it will also allow us to create more impactful knowledge articles that will increase self-service over ticket creation

Incentivized