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Smartlook

Smartlook

Overview

What is Smartlook?

Smartlook is an analytics solution tool for websites, iOS/Android apps, and various app frameworks, that answers the "whys" behind users' actions. It helps users understand precisely how customers interact with website and app — watch recordings, create heatmaps, use automatic…

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Recent Reviews

TrustRadius Insights

Smartlook has proven to be an essential tool for marketing departments and website developers looking to maximize their ROI and improve …
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Bang for a buck

8 out of 10
November 05, 2021
Incentivized
We use Smartlook to reduce the amount of back-and-forth between us and our customers. Customers are often short in words to describe their …
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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

Video Reviews

2 videos

Smartlook Creates A Window For The User To View & Then Understand Customer Interaction: User Review
02:31
Smartlook Allows For Host To Solve Website/App Error Through Monitoring User Experience: User Review
01:54
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Pricing

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Pro

$55

Cloud
per month 5000 sessions

Free

Free forever

Cloud
per month 3000 sessions

Enterprise

Custom pricing

Cloud

Entry-level set up fee?

  • Setup fee optional
    Optional
For the latest information on pricing, visithttps://www.smartlook.com/pricing

Offerings

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

What is Smartlook?

Smartlook is an analytics solution tool for websites, iOS/Android apps, and various app frameworks, that answers the "whys" behind users' actions. It helps users understand precisely how customers interact with website and app — watch recordings, create heatmaps, use automatic tracked events, and build conversion funnels. Data is seen on one central dashboard, which enables sharing and collaborating with colleagues. This is to support clear, data-driven decision-making for product managers, marketers, UX designers and developers, and help them improve each website and app by reducing churn rates, boosting conversions, identifying and fixing bugs, and improving UX.

Smartlook offers the ability to record users’ behavior in Unity games. The vendor states clients include Madfinger Games, MobilityWare, and Awesome Prototype.

Smartlook started in 2016 and currently boasts more than 2,800 paying organizations across the globe including companies like Paxful, Sky, Volvo, Vogue, Papa Johns, Miele, and Livestorm.

Smartlook Screenshots

Screenshot of HeatmapsScreenshot of RecordingsScreenshot of DashboardsScreenshot of EventsScreenshot of FunnelsScreenshot of Analytics for websites & mobile apps

Smartlook Videos

Smartlook helps analyze user behavior. It provides qualitative information that helps to understand in-depth what’s going on in apps and websites.
Smartlook: How Fitify uses Smartlook to understand their visitors. Fitify is a workout app to lose weight, burn fat, build muscle & strength. Check out how Fitify uses Smartlook to understand their visitors.
Events introduction. Events are essential for any kind of analysis. They show how users interact with content. Be it a page, video, button, pop-up window or a newly released SaaS feature. Events describes what needs to be changed to improve conversions.
Heatmaps introduction. Heatmaps are a visual way of seeing aggregated data that shows what works and what doesn’t work. They show where people click and where they move their mouse, and how far they scroll on a page.
Smartlook SDK Recording. This short video showcases some of the many features available for mobile app recording in Smartlook.

Smartlook Technical Details

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

Frequently Asked Questions

Hotjar, Mixpanel, and Heap are common alternatives for Smartlook.

Reviewers rate Usability highest, with a score of 7.9.

The most common users of Smartlook are from Small Businesses (1-50 employees).

Smartlook 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

(299)

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!

Smartlook has proven to be an essential tool for marketing departments and website developers looking to maximize their ROI and improve customer engagement. Users have gained valuable insights into visitor behavior through Smartlook's qualitative analytics, allowing them to address glitches and bugs on their websites and make them more user-friendly. The data provided by Smartlook has been widely shared across companies, enabling them to identify website issues and improve their marketing efforts. Smartlook's powerful features, such as recording video visits, building click maps and heatmaps, and creating sales funnels based on triggered events, have helped users solve debates about customer interactions with website tools, leading to increased conversion rates.

In addition to marketing, Smartlook has proven its worth in various other areas. It has been crucial in understanding visitor behavior on case-law database websites and improving user understanding through tutorials. It has also been instrumental in optimizing websites by identifying missing parts, areas where visitors stop, and the best parts that keep their attention. For small businesses, Smartlook is an essential tool for optimizing websites, identifying trouble areas, and creating a great customer experience. Users across different roles within organizations have seen major improvements in user experience and customer service initiatives through the valuable insights provided by Smartlook.

Web developers have found immense value in using Smartlook to gather feedback from clients, understand how they use websites, and identify any problems they may encounter. The software has also helped identify issues and pain points within apps, leading to informed decision-making and better solutions. With its ability to provide complete and relevant information about navigation, clicks, and behaviors, Smartlook helps users maximize conversions and make informed decisions for UX optimization.

Overall, users highly recommend Smartlook for organizations looking to better understand user needs, identify website issues, and improve services. It has been used across different departments to gain insights into different parts of products and track user behavior. From optimizing website performance to analyzing user interaction with websites, Smartlook proves to be a valuable tool for driving website and business decisions.

User-Friendly Interface: Users have consistently praised the user interface of Smartlook, with many stating that it is very user-friendly and intuitive. Several users have mentioned that the interface allows them to easily interact with the platform and perform tasks efficiently. The intuitive nature of the user interface has made it easy for users to navigate through different features and functionalities.

Valuable Filtering Options: A significant number of reviewers have appreciated the ability to filter user session recordings and heatmaps in Smartlook. This feature has allowed them to focus on specific behaviors or actions and gather valuable insights. Users liked how they can easily filter and drill down into specific interactions or areas on their websites, enabling them to closely analyze certain metrics or customer behaviors.

Convenient Data Sharing: Another common positive aspect highlighted by users is the easy share functionality of Smartlook. Many customers found it convenient to share important data, findings, and insights with their team members or stakeholders using this feature. This capability enables effective collaboration within teams and helps ensure that everyone involved has access to relevant information for decision-making purposes.

Confusing User Interface: Users have found the user interface of the product to be challenging to navigate and understand, resulting in difficulties when trying to complete tasks. They have mentioned that certain features are not intuitive and it takes time to figure out how to perform specific actions.

Unhelpful Customer Support: Some reviewers have expressed frustration with the lack of helpfulness from customer support. They have reported receiving unresponsive or unsatisfactory assistance when encountering issues or seeking clarification. Users have mentioned long response times and difficulty reaching a resolution for their problems.

Limitations in Free Version: Users have mentioned that the free version of the tool has certain restrictions. For example, they are unable to create funnels and adjust the playback speed of sessions without upgrading to a paid plan. This has been seen as a limitation for those looking for more advanced functionalities without having to pay for them.

Users commonly recommend trying Smartlook to analyze customer experience and understand user behavior on websites. They suggest using the tool to gain insights into user journeys and solve hidden problems. Additionally, users recommend Smartlook for various website roles, including website owners, designers, and programmers. Many users consider it a must-have tool for anyone who wants to improve their website or blog's performance and create a better user experience. With its affordability compared to competitors, Smartlook is a valuable tool that provides a comprehensive view of users and websites.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
October 22, 2021

Great value for money!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is used by many in the organization. With Smartlook, we can discover bugs, problems and get a better feeling of what kind of users we have on our page. We can see hotspots on pages and filter out different users. Based on this information, we can make our page better every day because we know what and where to look.
  • Page speed.
  • Heatmaps.
  • Options to filter.
  • Error reading.
  • To pin/save users that are important.
We used a few sites that are like Smartlook, but I'm positive that they are in front of their competitors. Really nice user experience and design. The page is user-friendly and easy to navigate. So far, no problems accrued with Smartlook. A cool feature is where you have active sessions of users, which comes in handy when you deploy a new version. You can see if everything is working for the users.
  • Better conversion rates.
When we [have] some questions, my colleague can always reach them without any problems. So far, everything worked awesome. With the emails we get, you can see that they are well organized, and their support is on point. I can't really describe what happens if something stops working because it never happened yet.
We have a few filters where we can look at the top errors that the users get or where they rage click the most. Within these filters, there are user recordings where you can see each and every user within that segment. That is pretty cool. Smartlook provides a lot of information about the user, so it makes it easy to get everything set up.
Overall, Smartlook has way more functions, it is a bit cheaper, and all the little things like user experience, designs, and flow of the page are way better. There are a lot more options so you can make the best possible page for users when they come to our site.
5
Product, Development, QA, Analytics, Marketing
30
The type of people that want to make the company better.
  • Funnels.
  • Heatmaps.
  • Recordings.
  • Behavior flows
  • Filter users in even more detail so we can get even more information.
It is very user-friendly and gets the job done.
Yes
Hotjar - too expensive
  • Price
  • Product Features
  • Product Usability
I don't believe in product reputation because the most important thing is product features and usability. Get that [at] a good price, and you get Smartlook.
We would look through the competition and choose based on our experience.
  • Implemented in-house
  • no training
Yes, it was very simple.
Based on my colleagues, it is very configurable.
Right at the beginning, when we were choosing the right platform to use, they were very awesome.
  • Filter users.
  • Save segments.
  • Rage clicks.
  • Webpage
  • Future Mobile app
  • API (e.g. SOAP or REST)
I heard they were really good.
I always see emails regarding Smartlook, and I think that is a good way to stay in touch with the company.
I think 1-on-1 calls and personal emails are the key.
  • Behavior flows.
  • Maybe some hover previews of the recordings.
No
No
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Smartlook is a very useful tool that we use in conjunction with Google Analytics. We are a non-profit organization that offers an online platform for users to "make money do good" and invest in various good causes ranging from community projects to renewable energy. How users engage with our platform is crucial, especially as we have recently relaunched the site. Smartlook enables me to see what content users interact with, what the drop-off points on registration or investment funnels are, and it even picks up error messages. That information is displayed as either heatmaps or session recordings. The whole company has used that information to modify our platform to enhance our conversion rates. It's a simple tool with great features and the share functionality enables me to easily pass along any findings I discover. The support I have received from Smartlook has also been first class too.
  • Filterable user session recordings.
  • Filterable user heatmaps.
  • Easy share functionality.
  • Easy funnel creation.
  • I've requested the ability to segment by acquisition source, if possible.
It's a fantastic tool for seeing how individual users interact with your platform. I would recommend using it with Google Analytics, rather than as a stand-alone system, because that's how I've found it to be invaluable. Whereas GA just shows the raw stats of which pages have been visited, Smartlook enables you to see what an individual does on each page and as a result, it gives you far more information on how those pages are used.
  • Enabled us to identify and tweak our registration funnel to increase conversions.
  • Enabled us to identify errors and report them to our developers, thus reducing bounce rate.
  • Enabled us to identify the optimum positioning of our investment offers to give them maximum exposure.
Throughout the whole process, the support from Smartlook has been supportive without being pushy. If I have a question, I can usually get an answer within minutes because the video tutorials are extremely useful. There's also a roadmap section showing future ideas you can vote for, in addition to allowing for suggestions of your own new ideas. Compared to the anonymous, often useful support from other providers, the personal and timely support from Smartlook is a revelation.
Smartlook is a really user-friendly platform. You do need to set up some features in advance, (to allow them to build up a series of recordings for instance) but it's very intuitive and simple to use. The session recording interface is simple and you can select to speed it up and/or skip periods of inactivity, (both of which really help) while the event recorder allows you to just click on an element on a page to record it, which is tremendously helpful.
We evaluated several rival systems and took some time to decide. However, I selected Smartlook due to its pricing, its range of features, the user-friendly interface, and the support and onboarding we received. I have not regretted the choice as it has been an invaluable marketing tool for the organization.
3
I am the primary user of Smartlook, but it is also used by the other two members of our marketing team. In addition, some of the funnels, heatmaps, etc have been shared with the wider team, like being displayed in our weekly team meetings. Error messages it picked up have been reported to our developers.
1
We are a small non-profit organization and I am the primary user/support for Smartlook. I evaluated the software and set up the account. However, between the onboarding support from the Smartlook team and the simple interface, there isn't really any need for extensive in-house support.
  • Evaluating user interaction with key pages (e.g. registration).
  • Producing funnel reports so we can evaluate the effect of any changes to that funnel.
  • Reviewing session recordings to understand user behavior on the site.
  • Complementing Google Analytics by reviewing on-page behavior and interactions.
  • Yes, we didn't think the error reporting would be of use, but it managed to pick up some specific errors (often linked to a specific device) which we were able to get corrected.
  • We also have another platform we will be using Smartlook on.
  • We may also produce an app and we would be keen to see how users interact on that.
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.
I didn't purchase premium support as there was no option/need. The "out of the box" support has been excellent. I got to know a couple of the agents after I asked multiple questions and they were invaluable both in assisting and understanding my questions quickly. The response time is extremely quick and they resolved all my questions.
No
I was assigned a personal sales rep named Richard. He hosted a lengthy Zoom call to show me the product and he has been in touch regularly ever since. I wanted to demo the product at a company meeting and Richard even extended the free trial period for me to do so. He's also been in touch regularly ever since just to check that all is going well. It's been a brilliant introduction to the product.
August 25, 2021

Great for startups!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Smartlook is used by me as the sole developer of our website and marketing campaigns. Since we are a startup company Smartlook is providing us invaluable insight as to how our users interact with our website, landing pages, and sales funnels. It has helped me identify website issues on specific screen sizes.
  • Smartlook has an awesome funnel visualization tool which is much easier to set up compared to Facebook and Google Analytics.
  • Smartlook incorporates great filtering functionality to group your recordings for east processing.
  • The free trial is loaded with functionality.
  • Privacy issues with other countries are unclear (especially in Europe).
  • Even though recordings are only kept for 30 days it would be useful if the old recording info is still available such as date and time.
  • The assistant pop-ups are useful sometimes and annoying sometimes. It would like to be able to enable/disable them.
Smartlook is well suited for any new website to understand how new users interact with the different aspects of the website. I guess it would not be appropriate to use Smartlook on specific websites where privacy issues would block or severely limit the recording of most of the user activities.
  • I could change a button to be more visible.
  • I could change the location of a button because users scrolled right past it.
  • I could change element sizes because Smartlook could show me a user using a smaller device as simulated in the Wordpress environment during development.
The only customer support interaction I've had is that Jan sent me an email in which he offered another 30-day full functionality trail if I submit my product review here on TrustRadius. I feel that really generous and exactly what my startup business needs right now. We would be happy to pay for this service once our sales funnels start generating some revenue.
It's fairly simple to get started with Smartlook as a beginner. You will be able to see the most important video recording results straight away. It gets a little more involved if you want to start using more complex features, but they do provide help with explainer videos to guide you.
Hotjar seemed to miss more users' recordings that Smartlook. I'm not exactly sure why but I suspect that Hotjar takes longer to start its recording and if a user closed the tab too quickly then Hotjar did not register a page visit at all. Smartlook catches many more users even it the recording is only a few seconds.
1
My main role is the Managing Director of the company. As a small startup company with only 3 employees, I'm responsible for most business functions of the company including website development, copyrighting, marketing, social media, sales, product and business development. I'm therefore the sole user of Smartlook, using it to improve our sales performance.
1
I'm the only person using Smartlook in the company. It is best suited for people who perform computer tasks and capable of processing data. It is best if the person also understands the business funnels and sales processes so that they may give input on how to improve business performance. Smartlook shows you how users interact with your website and therefore you can identify ways to improve performance in your sales steps.
  • Improving sales funnels
  • Improving design of the website
  • Data Analytics
  • Verify data from other analytics sources
  • Track complex funnels
Smartlook has been invaluable for our company, especially during the startup phases. We continue to use it to optimize performance of our website functionality and sales funnels. We are likely to continue using Smartlook for the foreseeable future.
Score 9 out of 10
Vetted Review
Verified User
We use Smartlook to understand how users use our mobile apps. I believe it is a very useful tool to analyze the user journey, find problems, or issues that users are facing and improve the overall user experience. In our company, Smartlook is used by people from different departments to have insights on different parts of our products.
  • Recording users' sessions.
  • Filter recording based on user segmentation or events.
  • Easy integration
  • Sometimes the dashboard could be easier to understand.
  • User heat maps are not so easy to use for unity apps.
I believe it is perfect to easily record user sessions and analyze user's behaviors by filtering sessions by the user's actions or audience segmentation.
  • We understood how most of our users interacted with some important parts of our products.
  • We were able to improve the customer experience of our users.
  • It allowed us to be "closer" to our users and their needs.
Customer support is really interested in how we use Smartlook and tried to help us understand the real value of the product. They are very responsive to all our requests.
It was very easy for us to integrate it into our app and, in a few days, we were able to start looking at recorded sessions. The user dashboard is simple and easy to use.
We decided to integrate Smartlook because the onboarding was smoother: we especially appreciated the possibility to evaluate it using a free trial and the customer care that was really interested in helping us instead of selling us a solution. We can not also mention that having a monthly plan with a lower monthly fee helped us making this decision.
7
They are all part of the product team but they have different roles: Quality Assurance, User Experience, Product Management, Development. Depending on the role they have they use Smartlook in a different way.
1
After the first easy integration we didn't require much effort to continue supporting Smartlook. Smartlook is now part of the set of tools we integrate in our products and is completely integrated in our engine, this means that the person that works on tool integration in our apps is the one ho cares about Smartlook.
  • QA: verify that after the launch the features developed work as designed
  • UX: analyze the overall user experience in terms of game design and of business aspects
  • Understand users' behaviors: starting from specific events understand how users use the app, and if they use as it is intended
  • Integrate Smartlook with third party analytics and analyze specific segments of user sessions
  • Improve product design processes
Since we integrated it in our apps we quickly understood that it was really useful for us. Now Smartlook is part of our processes and I believe that there aren't other alternatives with the same value for money.
No
  • Price
  • Product Features
It is a product that simply performs its main function without too many frills, effectively and at the right price.
There are not many alternative products to Smartlook for our domain, that of mobile gaming, and among these it was quite easy to choose Smartlook for its good value for money, for the simplicity of integration and for the possibility of trying it for free. So I would not change the method adopted in the selection process.
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