Likelihood to Recommend Smartlook is best for screen recordings. Especially when you are running MVPs. However, its pricing is very high. If your daily visitors are too much then either you will have to lose many of your recordings or you will have to pay too much money.
Read full review UserZoom is well suited for usability testing, I found specifically around test websites and marketing materials. I was able to invite others to participate and watch as well as screen share so that it was an interactive session. Other tools I have used have been a little better with the video output and transcripts of each session so that we could capture notes quickly, but overall it was a good tool to use to test.
Read full review Pros Funnels are both easy to configure yet comprehensive enough to detect complicated customer journeys. Real-time recording provides exceptional insights to our design & engineering teams. Session recording is surprisingly lightweight and seems to cause no substantial performance degradation for our customers. Read full review Quantitative testing can be done on the cheap compared to other quant tools or vendors... once you buy the license, you only pay for additional recruiting and you are managing the project, so there isn't the high cost of having other vendors doing the project management or running a survey etc. Farily robust means of tracking and recording data. I also relied heavily on the excel spreadsheet of all the raw data, which you can have UZ customize for you to get what you need. Great support system from the UserZoom team - they have researchers who can help with coding and also provide research support for a very good price. Also they have tree testing, card sorting, survey capabilities (in addition to usability testing)... and mobile testing. and they seem to be continously be developing the tool to support additional methods. Read full review Cons I feel nickel and dimed with the events and funnels. We came from sessions being 30 mins of inactivity and now it's 5-10 mins. Session count has gone up significantly which we weren't prepared for. Recording playback isn't as clean and maneuverable like FullStory. Read full review Compared with some other tools, because their video conferencing platform is web-based (vs. using Zoom, which has a desktop app), I find the connection buffers a lot and it's kind of annoying Their screening tool on the UserZoom side (not Go) is clunky. Just let me select May, Must, or Should not for criteria rather than the weird interface design they have now. Logic panel is a little confusing, sometimes I do a double-take, sometimes it's wonky and resets itself. It's just not as easy to use as it could be. They haven't integrated UserZoom and UserZoom Go (formerly Validately) It's expensive! We signed up for a high sample size license with unlimited tests, but we're finding their panel doesn't fill as fast as their biggest competitor, UserTesting. We've struggled to fill n=100 sample tests with fairly general criteria. A lot of their licenses only allow limited concurrent studies, whereas UserTesting had unlimited tests that you could launch at a time. It's slowed us down. Read full review Likelihood to Renew As my ratings show, I have been absolutely delighted with Smartlook in terms of usability, cost, support, and its benefit to our organization. I have given it such high ratings because I think it has really benefitted our organization and I think it could do the same for other companies too.
Read full review I'm actually trying to get a license for my current job at my current company (recently moved to a new company). I gave it this rating because I am about to go to our executive to ask that we purchase it! I know that there will be value because we are forecasting a high volume of research next year
Read full review Usability Every page, the tool setup pages and dashboards are built very well, the site structure is perfectly designed and intuitive to use. All functions are well documented and the help sections are really everywhere, you don't have to search for answers, as they are just popped up or max. a click away for your service.
Read full review Overall, it was fairly easy to use. Especially if you are familiar with this type of product. We were able to use it for testing pretty much right after we got it (same day) and didn't have many issues figuring out how to invite, test, and share which was great.
Read full review Support Rating Sofia P. is being our point of contact with the issues we faced. I was unsure about how to explain to her what was going on with the recording numbers (the recording has stopped before we were expecting to), but she readily understood and came with a solution for us in the same day. The problem was blocking our developer to test the integration, so it was great to have support so fast that he could continue his work.
Read full review From my experience, the UserZoom team has really done a great job answering the limited questions we have given them thus far. I think the platform is popular enough that many of my questions have been answered by their help pages - or other online content with helpful tips and tricks. I think the community has done a nice job of providing end-user tutorials for those who are new to the platform.
Read full review Alternatives Considered It has been a year between the time when I last used
Hotjar and first started using Smartlook. I would say both tools are more or less equal when it comes to features, the only 2 differences I can think of are - price and customer support. Smartlook is cheaper and has superior customer services. You have the feeling when interacting with them that they genuinely care.
Read full review Client selected it due to how they used it, pricing, and what it could do for them. It's about the same as these other tools but
UsabilityHub let's you run multiple types of task in one test, and
UserTesting still has a bigger panel I think
Read full review Return on Investment Smartlook is used by different individuals from different organizations to have insights into different parts of products. It is used as the sole developer of our website as well as marketing campaigns. Smartlook has an amazing feature which is tracking the activities of return users. It gives reliable and efficient services. Read full review Time-efficient: quick to gather insights Making informed decisions: repeat testing before launching the app/website to reduce errors in the future Guarantee customers' satisfaction: ensure the errors are reduced to the minimum so that the purchase process is smooth and there will be no need to reach out to our customer support team Read full review ScreenShots