Item: Heap
Rating: 9
Author: Verified User

Overall Satisfaction with Heap

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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

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

Performance has never once been a concern or consideration for me using Heap--always lightning quick.

Alternatives Considered

Google Analytics

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.

Key Insights

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

Other Software Used

Figma, Lucidspark, Pendo.io

Likelihood to Recommend

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

Users and Roles

15 - Product and Design

Support Headcount Required

2 - The most experienced users of Heap support the rest of the organisation in terms of sharing knowledge, tips and providing troubleshooting guidance.

Business Processes Supported

Tracking usage
Identifying drop off points and rates
Identifying hotspots and unused areas

Innovative Uses

Correlating usage to churn

Likelihood to Renew

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

Products Replaced

Key Differentiators

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.

Evaluation Lessons Learned

We would consider usability equally alongside functionality.

Heap Implementation

Implementation Rating

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.

Implementation Details / Implementation Partner

Implemented in-house

Ramp up of the tool to internal users
Rolling out to all our webpages.

Heap Support

Support Rating

I haven't had to use the Heap support much but when I have, they provide useful and timely guidance.

Heap Customer Support Pros and Cons

Pros	Cons
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

Premium Support

We had a good level of Support that came with the Enterprise version of the product.

Bug Resolution