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Heap

Heap

Overview

What is Heap?

Heap is a web analytics platform captures every user interaction on web iOS with no extra code. The tool allows you to track events and set up funnels to understand user flow and dropoff. It also provides visualization tools to…

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Recent Reviews

TrustRadius Insights

Heap is a highly versatile analytics platform that has been widely used by organizations to collect and analyze customer data. Users have …
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Solid Data Tool

7 out of 10
December 15, 2022
Incentivized
Heap is currently used across my whole organization and has helped us to democratize our data greatly. The tool allows all employees …
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Heap Product analytics

9 out of 10
December 03, 2022
Incentivized
We are using Heap to track and analyze user interactions on the product and determine adoption, usage and other funnel related statistics. …
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Heap Review

8 out of 10
December 03, 2022
Incentivized
In our company, we need to build customer's digital journey because we are not following well our customer nor understand them.
So we are …
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Good product

6 out of 10
December 03, 2022
Incentivized
We want to see what is happening in our products and assess the users experiences. We wanted to see what features they are using most and …
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Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Free

$0

Cloud
Up to 10k sessions/month

Growth

Starting at $3,600 annually

Cloud
Up to 300k sessions/year

Pro

Contact Heap Sales

Cloud
Custom sessions per month and unlimited projects

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://heap.io/pricing?utm_medium=revi…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Fibonacci Heap Demo

YouTube

Imogen Heap Performance with Musical Gloves Demo

YouTube

PANASONIC - BREAD MAKER (SD-P104) - (DEMO) BY HEAP SENG GROUP

YouTube

HAPPYCALL - 'DIAMOND' DOUBLE PAN (DEMO) BY HEAP SENG GROUP

YouTube

Heap: A Smarter Approach to Product

YouTube

The Gloves Music Controller Demo with Imogen Heap | Digital Transformation

YouTube
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Product Details

What is Heap?

Heap analyzes datasets to illuminate hidden insights within the user’s digital journey, to act with confidence. Heap helps to see and understand every single thing users do, so product and marketing teams know where to make the most impactful improvements to the digital product or website.
  • Improve customer experience: Pinpoint exactly where users are struggling and make improvements to the customer experience, driving an intuitive, enjoyable user experience.
  • Speed time-to-market and optimize the impact of product and business teams: Rather than relying purely on gut instinct, leverage digital engagement data to test hypotheses and answer questions as they arise. With data-driven insights, confidently bring new features & experiences to market.
  • Build increasingly valuable features and experiences: Leverage data to build consensus on engineering investments that can be clearly tied to business outcomes.
Over 8,000 businesses use Heap to drive business impact by delivering better experiences and better products. Customers include companies in B2B SaaS, eCommerce, and Financial Services such as Twilio, Logitech, Snapfish, Eventbrite, Esurance, Northwestern Mutual, and e*Trade.

Heap Features

  • Supported: Autocapture (Codelessly capture every interaction/event in a product or website)
  • Supported: Event Visualizer (Locate, tag and name events with this tool)
  • Supported: Data Engine (Data Dictionary and Governance tools provide control and organization of data)
  • Supported: APIs (Augment data with flexible APIs)
  • Supported: Sources (Import data from other tools)
  • Supported: Reporting and Dashboards (Get insights on activation, retention, conversion, engagement and other key digital/product metrics)
  • Supported: Ad-hoc Analysis (Retention, Conversion, Funnel, Cohort analysis, etc)
  • Supported: Heap Connect (Bring user data with managed ETL into warehouses such as Snowflake, Redshift)
  • Supported: Heap Activate (Drive action base on Heap data via connectors to Appcues, Marketo, Intercom, and Salesforce)

Heap Screenshots

Screenshot of Dashboard in Heap (Use to get Product or User Behavior Insights)Screenshot of Effort Analysis provides the first-ever quantitative measurement of user friction, capturing the difficulty users face when moving through every step of every user flow across the digital experience.Screenshot of Heap Illuminate looks for the most common events between two steps in a funnel and generates a Top Events table that displays how well paths including different events convert to the next step so you can understand how that behavior is helping or hurting conversion.Screenshot of From Top Events you can choose an event and use Path Comparison to fork your funnel and see how the selected behavior impacts conversion downstream.

Heap Videos

Heap Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAmericas, EMEA, APAC
Supported LanguagesEnglish

Frequently Asked Questions

Heap is a web analytics platform captures every user interaction on web iOS with no extra code. The tool allows you to track events and set up funnels to understand user flow and dropoff. It also provides visualization tools to track trends over time.

Heap starts at $0.

Adobe Analytics, Google Analytics, and Google Analytics 360 are common alternatives for Heap.

Reviewers rate Support Rating and Implementation Rating highest, with a score of 9.

The most common users of Heap are from Mid-sized Companies (51-1,000 employees).

Heap Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)40%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)20%
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Comparisons

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Reviews and Ratings

(383)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Heap is a highly versatile analytics platform that has been widely used by organizations to collect and analyze customer data. Users have found Heap to be a powerful tool for automatically tracking customer behavior and understanding their journey. From keeping metrics in check and tracking against key performance indicators, Heap has proved its effectiveness. It has helped teams track the performance of newly released features, identify areas for improvement, and understand both user and system behavior of applications.

Heap has been valuable in enhancing the understanding of customer behavior, improving user engagement, identifying pain points, and mapping out the user journey. It enables organizations to validate hypotheses, pilot test new features, and determine the success of those features. Users appreciate how Heap helps them identify issues in the user experience, summarize interactions, and ultimately improve the overall user experience. By delving into customers' digital journeys, Heap allows companies to better design processes, increase platform usage, and pinpoint areas of easiness and difficulty for customers.

In addition to these applications, Heap serves as a powerful tool for tracking and analyzing user interactions, determining adoption and usage statistics, segmenting users into multiple buckets, verifying default assumptions, locating friction points in processes, building customers' digital journey, creating graphs and charts for analysis in various industries such as healthcare and finance. Heap also supports funnel optimization by providing insights into drop-off points and channel performance. Whether it's the product team making data-driven decisions or marketing personnel measuring traffic sources and conversions, Heap offers valuable analytics data across different functions within organizations.

Overall, users rely on Heap to gain deep insights into user behavior, make informed business decisions, improve user experience based on audience segments, track conversion rates and usage patterns, measure product performance against competitors. It helps understand customer engagement with websites or apps, extract insights on users' tendencies within pages or forms. It evaluates clicks and funnels while monitoring various metrics such as conversions, page views, enrollment rates, etc. Heap's ability to provide comprehensive data analyses, flexible tracking capabilities, and valuable input for product decisions has made it an essential analytics tool for companies seeking to improve their understanding of customer behavior and drive business growth.

Intuitive and User-Friendly Interface: Users have consistently praised Heap for its intuitive and user-friendly interface. It has been mentioned by many reviewers that the interface makes navigation and task completion easy.

Highly Praised Event Visualizer Tool: The event visualizer tool in Heap has received high praise from users for simplifying the process of defining elements to track engagement without the need for additional coding. Several reviewers have highlighted this feature as a standout aspect of the platform.

Auto-Capture Feature: Many users appreciate Heap's auto-capture feature, which automatically records all events on their website. This eliminates the need for manual tracking and saves valuable time for businesses. The convenience provided by this feature has been highly regarded by multiple reviewers.

Confusing User Interface: Several users have expressed frustration with the user interface, particularly when it comes to defining reports. They feel that the current approach is confusing and suggest a simpler and more intuitive design.

Difficulties with Filtering and Group-by Selection: A number of users have encountered difficulties while filtering events in the graph report. Additionally, they mention that the group-by selection often gets reset in funnel reports, causing inconvenience and extra effort.

Steep Learning Curve: Users have found the learning curve for using the platform to be steep. Many feel that technical knowledge is required to use it proficiently, which can be a barrier for non-technical or less experienced users.

  • Implement Heap as soon as possible to start capturing all analytics and defining events easily. Prioritize creating a data strategy beforehand, including key performance indicators (KPIs) and meaningful analytics for the organization.
  • Complement Heap with other analytics tools to cover everything not planned for in regular analytics. Consider using Heap as a separate tracking system compared to traditional tools like Omniture or Google Analytics.
  • Thoroughly learn the documentation of Heap to fully utilize its capabilities. Do not hesitate to reach out to Heap support for assistance with any questions that arise.

Users also find Heap valuable for understanding user behavior, making data-oriented decisions, and improving products. They appreciate its ability to capture all analytics and save time by enabling more employees to build out analytics.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Heap allows us to clearly segment between users based on actions taken in our application. It has allowed us to create and test various product experiences, both in-app and through our CRM platform. Heap has also allowed us to view user funnels and behavioral trends while interacting with the application.
  • Behavior Tracking.
  • Segmentation.
  • Trend Analysis.
  • Better walkthroughs.
  • Wider Integration Options.
  • More frequent syncs with integrations.
Heap is great for behavioral analysis, user segmentation, and integration with CRM platforms. It allows us to define cohorts and analyze trends based on actions taken in our product funnels. This functionality has allowed us to create waitlists, abandoned cart flows, message preference segmentation, and more. This functionality has been exceptional in helping us better understand our users.
We didn't choose Heap over the others listed above. But we use Heap in conjunction with several other platforms in order to better understand our user base. Heap has been a great addition to our repertoire of usable tools and we love how it has integrated with other platforms...especially Looker!
30
Product managers mostly use Heap, but we also have people from our data teams, communications teams, and executive teams that are using Heap on a regular basis. The wide use by people representing different business functions shows Heaps versatility and relevancy in how it allows us to achieve better business outcomes.
10
There are people from our data teams and our engineering teams that regularly make sure Heap is working the way it should. They are also able to add in new features or analytics upon request, which has been very helpful for making the platform more robust. There is a small learning curve to Heap, but it really doesn't take a ton of time to learn how to use.
  • Individual User Behavior
  • Cohort Analysis
  • Syncing with our CRM
  • A/B Testing
  • Syncing with Looker
  • Creating an abandoned checkout flow based on page views
  • Learning where our users go in the app
  • Product funnels from communications
  • More robust architecture with our CRM
  • Detecting bugs
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.
No
  • Product Features
  • Product Usability
I wasn't involved in the purchase of Heap. But knowing the way the product manager who purchased Heap thinks, I can see that the functionality of Heap was a huge point of consideration. Fortunately, it has paid out because we've been able to learn from Heap. It is intuitive to use and offers a ton of features.
I don't think I would change anything about the selection process. We're happy with our purchase and will continue to use Heap in an ongoing basis. I'm confident that we did our due diligence of research prior to purchasing this product. That makes me feel confident that we made the right decision.
  • Don't know
  • We didn't encounter any issues
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.
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.
No, we didn't purchase premium support. We have been happy with the support that Heap offers so far and don't feel the need to upgrade to additional support. If there comes a time when it might be needed though, we might consider upgrading to premium support. So far the support has been great.
No
I can't think of any right now.
  • Segmentation
  • Page view tracking
  • Building charts
  • None that I can think of
Heap has an intuitive UI. It has made business users like me, who mainly focus on marketing, feel empowered to use the platform and learn from it to improve the functions of my role. I greatly appreciate the overall design and ease of use when interacting with Heap's platform and think it is very usable.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Heap for web/app event tracking. As a SaaS company, we are highly dependent on the good implementation and tracking capabilities of the product analytical tool we choose. Heap is really meant for Product analytics with its fast chart creation and dashboard capabilities. It is great for small to medium websites and apps but might go short on big enterprise-level companies.
  • Auto event tracking feature is great.
  • Very good UI.
  • Supports most of the Product analytics needs.
  • There might be some annoying bugs here and there.
  • Should provide more detailed level of data on the UI.
  • More chart types and some dashboard optimisations.
Great for small websites with the auto events capturing feature, but it might go short on the enterprise level! If your website is not so complex and you do not want to put a lot of effort into tracking and implementation, then the auto-tracking feature that Heap provides is what you are searching for! But on the other hand, if you are a big company with complex web/app products, then the implementation and tracking must be custom-made with a data layer, and the definition and implementation of all the events might get too overwhelming and process too long.
Compared to GA, Heap provides a much better UI, and its a much better product analytics tool (considering GA's main functionality is not for Product analytics) Overall, of you, are searching for Product analytics I would choose Heap instead of GA.
They answer quickly and always give enough examples and explanations!
I dont think we have premium support. But they answer my questions very quick nevertheless.
Every time I contract them, they are always very detailed in their explanations and you never have to ask twice. They are very knowledgable and extensive in their answers.
April 16, 2021

Happy customer

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We largely use Heap to measure the effectiveness of various marketing campaigns we are running to attract new customers to Saatva.com.
  • Detailed documentation.
  • Responsive support.
  • Robust API.
  • UI isn't as friendly as it could be.
  • Can be complex for less technical users.
Web tracking and analysis.
  • Increased engagement with certain customer personas.
  • Improved marketing spend on channels that make a difference on our bottom line.
The UI can be difficult to navigate and using the analysis tools required a good amount of trial and error. I'd like to see improvements in the usability and making it easier for a larger audience to easily self service.
Performance has never been an issue with Saatva.
Heap separates from the Google stack mainly because of the user level information we can get in Heap.
Google Analytics 360 (formerly Google Analytics Premium)
20
Marketing, Engineering, Product, Operations
2
Web Analytics experience, deep understanding of tracking and how we instrument our web applications to understand our customer journey
  • Web Analytics
  • Customer Journey
  • Personalization
  • Click stream analytics in our warehouse
  • unsure
We are likely to renew heap as is has robust data warehousing capability we use today extensively
No
  • Product Features
Able to get hit level clickstream data into our data warehouse easily.
none
  • Third-party professional services
Mammoth Growth
No
  • None
Not really
  • no training
It's pretty easy and the documentation will get you the training you need to be successful with the product.
Just right
Follow their documentation
No - we have not done any customization to the interface
No - we have not done any custom code
No
Support is ultra responsive and knowledgable
No, don't need it
Yes
Yes
We've needed consulting on our implementation and Nora has been really helpful!
  • Basic reporting
  • Configuration is straightforward
  • Sometimes easy to get lost in the various screens
We've never had impactful outages with Heap
We've never had issues with availability
  • Athena
It wasn't difficult to achieve but was somewhat time consuming to setup (most on our end)
  • No
No
  • API (e.g. SOAP or REST)
  • ETL tools
It's pretty easy if you have some engineering capability
nothing
Heap has been a good partner
Easy, they are responsive and check in from time to time.
None
No
No
  • N/A
  • N/A
No
No
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Heap is being used primarily by our product department. We have been using Heap to better understand our users' full journey across our site and their interactions with the various touchpoints. We've also been using it to optimize our conversion funnel and identify potential areas for improvement. By giving us visibility into how our users use our product, we can derive more actionable insights.
  • Being able to create events after the fact and still view the data is simply fantastic
  • The configuration is point and click, which makes for an easy set up, especially for non-technical users
  • I don't worry about the idea of creating a customer acquisition plan from the beginning because Heap helps me do it
  • There are a lot of features and functionality of Heap and it can be a little overwhelming at first; this is a good problem to have but I definitely found it intimidating at first but stick with it
  • If you are used to Google Analytics, it takes a bit of time to understand Heap metrics, as they are quite different--more user based and funnel based
  • It can be difficult to navigate and can be confusing to know which primary menu item will show the appropriate sub menu items
Heap is perfect if you don't have everything figured at from the beginning, which let's face it, is rarely the case. You don't need to spend hours mapping out every metric and data point you will ever need before getting started. Heap will allow you to create events after the fact and still be able to view the data retroactively. This is simply fantastic - especially if you've used Google Analytics and ran into this frustration before.
  • Conversion rates have definitely improved as we've been able to identify holes in our funnel
  • DAUs and MAUs have increased because we've been able to identify bottlenecks to engagement and underused product features
  • The combination of the two points above has increased our NPS/CSAT
Usability is a slight learning curve if you're new to Heap. This is especially true if you're coming over from Google Analytics. Google Analytics has a great UI and intuitive UX but Heap is so much more powerful, so definitely stick with it and it will show its value. One area where I think the usability really lets it down is with its Reports - there is nothing "out of the box". Every report has to be manually compiled and then added to a Dashboard, which can take a little bit of time if you're not used to this.
Performance has never once been a concern or consideration for me using Heap--always lightning quick.
Google Analytics is more intuitive to use but after you overcome that learning curve with Heap, it quickly becomes a much better analytics tool. The ability to retroactively track metrics is simply fantastic and the point-and-click configuration without the need for code changes put it heads and shoulders above Google Analytics.
15
Product and Design
2
The most experienced users of Heap support the rest of the organisation in terms of sharing knowledge, tips and providing troubleshooting guidance.
  • Tracking usage
  • Identifying drop off points and rates
  • Identifying hotspots and unused areas
  • Correlating usage to churn
Heap is working well for us but usability is a learning curve and other tools provide additional features that could potentially rival our use of Heap.
No
  • Price
  • Product Features
  • Product Usability
The range of features was the most important factor for us - we did not want to let price influence the decision to choose the right tool. We also favored features over usability, which in hindsight should have been a joint factor.
We would consider usability equally alongside functionality.
  • Implemented in-house
No
Change management was minimal
No change management was required.
  • Ramp up of the tool to internal users
  • Rolling out to all our webpages.
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.
I haven't had to use the Heap support much but when I have, they provide useful and timely guidance.
We had a good level of Support that came with the Enterprise version of the product.
No
  • Event visualizer (after a couple of attempts)
  • Integrating sources was very straightforward
  • Managing teams, teammates, roles, and projects was enjoyably simple
  • Creating and verifying definitions
  • Building reports was not as straightforward as I had hoped
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