Retroactive tracking is simply amazing
Updated March 19, 2021

Retroactive tracking is simply amazing

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Heap

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
  • 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.

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?

I wasn't involved with the selection/purchase process

Did implementation of Heap go as expected?

I wasn't involved with the implementation phase

Would you buy Heap again?

Yes

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.

Using Heap

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.

Evaluating Heap and Competitors

  • 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.

Heap Implementation

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.
Change management was minimal - No change management was required.
  • Ramp up of the tool to internal users
  • Rolling out to all our webpages.

Heap Support

I haven't had to use the Heap support much but when I have, they provide useful and timely guidance.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We had a good level of Support that came with the Enterprise version of the product.

Using Heap

ProsCons
Like to use
Well integrated
Unnecessarily complex
Difficult to use
Inconsistent
Slow to learn
Lots to learn
  • 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