Heap

Heap

Customer Verified
Top Rated
Score 8.4 out of 10
Top Rated
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

Solid Data Tool

7 out of 10
December 15, 2022
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 Review

9 out of 10
December 03, 2022
Our company has huge number of customers. So data analytics is crucial for us. We tried to test Heap and decided to use it for our future …
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How Heap Differs From Its Competitors

ROI

Higher Page spend time of the users Higher Clicks on the CTA that helped in having more page conversions Country wise tracking of the users so that we are able to show them specific country based content
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Implementation & Time to Value

I am highly Satisfied with the tool and the complete implementing process. I was able to setup the complete analytics tool for my organization within 3days as it is really very easy for even a non-tech person to setup it up completely, also the team was able to track the data and make plans …
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Insights and Experience

As mentioned earlier the live feeds and user sessions are the two most important features that had a significant, as well as the biggest impact on our team’s efficiency positively, also Heap Illuminate has helped us to run the A/B tests for content as well as for CTA & design changes that took …
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Time to Insight and Action

I joined after Heap was implemented, so am unsure of how long the technical integration took/at what point users felt comfortable trusting the metrics being reported within the platform. Personally, it took me a solid 1-3 months of playing around in the platform and asking my colleagues for …
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Implementation & Time to Value

Since I had to have adequate training before I could use it, it took some time to get going at first. However, after using it for a while, I grew accustomed to it, and in the long run, the firm will benefit greatly from it. I've been using heap to collect analytics on the web pages, events, and …
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Insights and Experience

The most important aspect is that it allows users of all skill levels to conduct a variety of queries. However, once the tool was configured, I was able to quickly act and provide reports.
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ROI

we were able to pin point some of our biggest clients by analyzing session replay feature our portfolio site is highly optimized due to Heap we're able to turn in relevant traffic
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Implementation & Time to Value

it was somewhat tricky once we started. but once its established, it was such a breeze to use. with a brief KT session, our sales team was also able to somewhat navigate on the Heap system. we collected so many reviews and shortcomings that we quickly rectified.
as soon as it was established, we …
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Insights and Experience

session replay, other functionality of Heap is one time usage, while session replay can be used everyday and still we're able to derive more meaningful and useful data. as it is continuous process, we dedicated a small portion of team for just this task, monitor the behavior of certain clients
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ROI

Heap helps to pin-point user issues and helps in providing quick fix to customers. This brings positive ROI to our business as this helps in customer retentions. Heap helps our team to focus on crucial/important features where user interacts most hence help in increasing revenue.
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Insights and Experience

Heap have biggest impact on our team efficiency by providing useful insights and dashboard, which helped team to take quick actions on the issues faced by customers. The users and funnel charts are used by our team the most, and these charts really give good insights of issue faced by user and …
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ROI

Conversion rate has increased as we have identified the major client drop off segment Personalized modifications are made for some customers at checkout to improve retention
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Insights and Experience

Graphical metrics has helped our team to utilize the visual interpretation and generate insights efficiently.

We could identify the areas where improvement was needed to improve customer experience
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ROI

Increased the customer Acquisition rate Increased incremental revenue from new users Best customer experience on our website
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Implementation & Time to Value

Overall experience using Heap is great and i am totally satisfied with the services provided in the tool, We are able to get the insights with in 15 to 21 days and then same has been integrated with the Campaign manager tool to take the further action on the customer level.
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Insights and Experience

Team became more productive and innovative and accordingly we were able to customize the campaign as well based on the Heap output and we have added the AI/ML model as well on the top of Heap output to get the maximum out of the tool, that's how team enabled the predictive component as well.
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Insights and Experience

The journey tracking analytics have been particularly useful in optimizing our customer experience and improving engagement and conversion rates. Definitely the feature that I use the most!
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ROI

Saved precious hours that were earlier wasted on analysing product metrics using quick dashboards Got deep level clarity on user metrics leading to improvement in user engagement metrics Was able to better build user segments based on their interactions and journeys leading to improved adoption
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Implementation & Time to Value

The Heap implementation process was very tedious. Initially it needed a lot of to and fro in terms of defining all events that were needed to be tracked. However, they have extensive documentation and videos, as well as their support is very active to help in the process of going live with full …
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Insights and Experience

1. Illuminate from Heap helps us uncover insights from otherwise latent data, which leads to improved engagement from users; we have successfully surfaced many user actions to improve user interactions on the app. 2. Quiz helps in relaying the right data trends at the right time 3. Replay enables …
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Insights and Experience

In our company, we placed a high priority on getting to know our consumers, learning about their most popular activities in our apps, tracking the popularity of each feature since its release, obtaining crucial data for making business choices, and more. Without this tool, we could not have …
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ROI

It looks like we are doing better on retaining customers due to catching their potential issues now and doing something about that.
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Insights and Experience

for now, the most valuable feature is that we can use Heap to track exactly those events we want to know more about to be able to improve.
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Implementation & Time to Value

We were satisfied with the implementing process, it started rather quickly and we were able to begin to do some tests on our website pretty quick. After those first tests, we were able to build a use case and present it to the management, so they can have a direct feedback of the software use.
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Insights and Experience

As I said in the previous question, the analytics part was really helpful for us to identify the journey our customer is doing on our website, what is working well, what is not working, why the customer is stopping at this step and not clicking until the end of the process.
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ROI

It increased the revenue Work speed has increased Event Tracking has become super easy
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Insights and Experience

Funnel optimisation & user behaviour have the biggest impact on your team's efficiency. Great impact process has become more simpler, complex tracking become more simpler. Accuracy and efficiency has drastically increased. Customers easily adapting the process. Team efficiency in terms of …
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Implementation & Time to Value

Implementation took longer than expected as we were not familiar with the product and needed some time to familiarise with it. After implementation we also took a while to learn how to use the product to extract the info
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Insights and Experience

It has features to capture data automatically and this saves us a lot of manual tracking and saves a lot of time for us. We can also use it to see red flags in the user flow
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ROI

Compare 30% better than other tools Increase purchases by 40% optimize performance and acquisition costs by 20%
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Implementation & Time to Value

In our experience it was very positive. Heap gives you the power and flexibility that very few analytics tools offer to measure the user experience of your website. There is no faster way to understand the impact that each button, feature, style, functionality, has with our users than with the use …
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Insights and Experience

This Illuminate tool helps us to Identify friction points and areas of hidden opportunities. Which translates into being able to obtain quick, agile and definitive answers to have a real impact within the organization and towards its clients. This powerful tool helps to automatically discover …
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ROI

Implementing Heap would surely help increase revenue as more insights can be tracked for customer journeys Reduced engineering efforts significantly - so this is another area of cost savings. Marketing team can be more customer focused through session replays and personalizing customer experience …
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Insights and Experience

Majorly it was Data Insights features of Heap which has an edge over any other data analytics tools being compared. The reports and dashboard provided with enough information along with user journey from Marketing team can take appropriate decisions for product offerings to prospective and …
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Implementation & Time to Value

It was very quick to implement Heap into our company. We were able to do this in a matter of weeks, which is quicker than most platforms take. The interface is easy to use and with one training, most if not all employees use it daily without issues. We were even able to onboard many clients onto …
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Insights and Experience

Our team has significantly improved efficiency since using Heap. Before, we would have to manually schedule meetings with our clients and take time to run excel models for analytics. With Heap, we don't need unnecessary client meetings and can use time that we took from using excel analytics to …
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ROI

Website design to create accurate logical paths for the customer. Clear development methodology for website programmers and graphic designers. Use of Machine Learning to identify the navigation trends of the customers.
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Implementation & Time to Value

Easy implementation of the tracking programming code on the website to start collecting statistics. You just have to get a code snippet and start using Heap. The reports are accurate with information about the logical path followed by customers from the landing page to the success of the sale. It …
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Insights and Experience

It creates the customer navigation logical path for each page to identify how much time and attention is getting from the potential client. You can identify what pages are creating more interest and conducting a sale and what pages have a high rate of abandonment from the customer. With this, you …
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ROI

The infrastructure setup cost has come down The data base management is also reduced Understanding Heap is easier and we were able to reduce the load and distribute it in parallel
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Implementation & Time to Value

Heap is a great tools as it primarily focus on data structures and algorithms, in the modern Artificial Intelligence word we need to understand both business requirement and customer needs, as long as we don't attain this balance
We will not be able to make the business profitable.

Heap help to …
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Insights and Experience

We remember starting our banking project there was lot of data analysis to be done in order to find if a customer is going to churn or not. Even we proceed this data, we were not sure on the outcome. We later started using Heap for this solution and were able to reduce the total cost of the …
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ROI

Helped to capture user activities with different filterations. Very good in providing Intuitive data Helped Product managers to get the insights about the user activity on certain feature.
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Implementation & Time to Value

I was only part of creating the dashboards as per the business requirements and I am not that aware about what actions were taken specifically but I could tell that the business had various requirements and we were able to fulfill them all using the product. I think they were pretty much satisfied.
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Insights and Experience

Features like blindspot detection, session replay, out of the box integrations to various data sources and autocapture were something widely used.
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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

Reviewer Pros & Cons

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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 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 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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
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.
  • Conversions
  • Retention
  • Time to insight.
When certain hypotheses are made about our user base, we can easily dig into the segmentation tools provided by Heap to discover more about our users. Once creating the segmentation, we have been able to implement and test new flows in our CRM platform relatively quick. This has been indispensable for a startup where everything is fast-paced all of the time.
We have integrated Looker with Heap, which has allowed us to pass Looker Properties as events to Heap. Once these events exist in Heap, we're able to create segmentation to analyze this cohort further. From there, we pass these segmented lists to our CRM platform to create messaging workflows curated to the end user.
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.
April 16, 2021

Happy customer

Score 10 out of 10
Vetted Review
Verified User
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.
Implementation was straightforward and took less than 2 months, ongoing use and building has been harder than expected.
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
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.
Heap was already purchased when I came to use it in my current company.
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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