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Great tool for understanding and improving the customer experience
Updated March 23, 2021

Great tool for understanding and improving the customer experience

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Startup

Overall Satisfaction with Heap

Heap is currently being used by my organization across multiple company verticals including engineering, product and customer facing roles. Heap for my part of the business has been very effective in helping me address any frontline customer issues, to better understand our users behavior with the app and lastly also uptake of new mobile releases/evaluation of features.
  • Provide insight into specific user sessions
  • Provide high level analytics of app use and feature effectiveness
  • Equips product and engineering to provide tailored support to customers having issues
  • We had two recent releases that crashed some part of Heap so that missing data has affected our interpretation of certain data
  • Not able to look backwards before heap was installed to get a complete picture
  • Custom events created by engineers tend to be complex and not immediately easy to understand their definitions
  • Heap has had a positive impact on our customer success NPS score
  • Increased understanding of our user's experience with our product
  • Equipping our team with more data behind certain decisions
As someone who is not an engineer I find Heap relatively easy to understand and interact with. I do believe that you need some level of technical skills to understand how to set up reports and analyze user sessions. There also needs to be some level of coordination between those defining different events and those consuming it and there might be some misunderstandings there.
Pages load quickly on Heap we have seen a crash or two with their site which has been a little bit of a set back but globally it has functioned very well.
Heap is definitely more user friendly for those who are not engineers. I think this allows for more people on the team to be actively involved and digging into the data and having a deeper understanding of the product.

Do you think Heap delivers good value for the price?

Yes

Are you happy with Heap's feature set?

Yes

Did Heap live up to sales and marketing promises?

Yes

Did implementation of Heap go as expected?

Yes

Would you buy Heap again?

Yes

Heap is well suited for providing customer support - you are able to quickly identify what happened during a users session and see where they might be getting stuck. Heap also can help with product decisions around which features have been released are actually addressing issues that had been previously identified.
Heap might be less appropriate if you're trying to identify users who have not yet logged in - their user id is just a number and we cannot identify them.