Happy customer
Updated April 16, 2021

Happy customer

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

Software Version

Enterprise

Overall Satisfaction with Heap

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.
  • 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.

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?

Yes

Would you buy Heap again?

Yes

Web tracking and analysis.

Using Heap

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
We are likely to renew heap as is has robust data warehousing capability we use today extensively

Evaluating Heap and Competitors

  • Product Features
Able to get hit level clickstream data into our data warehouse easily.

Heap Training

It's pretty easy and the documentation will get you the training you need to be successful with the product.

Configuring Heap

Follow their documentation
No - we have not done any customization to the interface
No - we have not done any custom code

Heap Support

Support is ultra responsive and knowledgable
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Escalation required
No, don't need it
We've needed consulting on our implementation and Nora has been really helpful!

Using Heap

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Basic reporting
  • Configuration is straightforward
  • Sometimes easy to get lost in the various screens

Heap Reliability

We've never had impactful outages with Heap
We've never had issues with availability

Integrating Heap

It's pretty easy if you have some engineering capability
  • Athena
It wasn't difficult to achieve but was somewhat time consuming to setup (most on our end)
  • API (e.g. SOAP or REST)
  • ETL tools

Relationship with Heap

Heap has been a good partner
Easy, they are responsive and check in from time to time.