Delivers Insightful, Reliable Data Regarding Customers' Usage & Behavior
April 12, 2021

Delivers Insightful, Reliable Data Regarding Customers' Usage & Behavior

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

Software Version


Overall Satisfaction with Heap

Heap is being used to obtain and analyze a wide range of data across multiple departments, including Customer Success, Product, Engineering, and Executive leadership teams. As a member of the Customer Success department, I use Heap to obtain data regarding my customers' usage of our software. Heap's integration with our software and our Salesforce instance empowers us with the ability to pull data that we otherwise wouldn't be able to see, including how my list of customers compare with each others in terms of usage, how engaged/unengaged customers are, what activities are driving success what high and low performers look like, and ultimately find unique data sets that help us better understand our customers' needs, pain points, and engagement levels, which in turn equips us with more compelling information to share with our product and development teams.
  • Heap allows me to utilize dashboards and reports that colleagues from all departments have created, in addition to giving me the ability to create reports and dashboards that focus on the metrics and requirements that are most important in my role. Having the ability to save these reports (as either public or private) makes it quick and easy for me to jump in and pull the data for specific (or all) customers.
  • Heap's integration with our own system and our CRM allows us to set up reports and dashboards with the filters we need to drill into the precise information we're looking for. Data accuracy and integrity is often a major struggle with analytics and BI tools, but Heap's connection with the system's that matter most to us helps ensure that the information we're seeing is clear, concise, and accurate.
  • By setting up reports and dashboards that focus on our overall organization's North Star metrics, individuals from all areas of the business can come into the system and quickly see how customers' engagement and performance aligns with the KPIs that we've identified as the most important and telling metrics and behaviors for success.
  • There's a bit of a learning curve, but they have tons of helpful tips, guides, and trainings to help get you up to speed.
  • Heap has improved our ability to have successful business reviews and share meaningful performance and engagement metrics with our customers.
  • Heap has helped our internal Customer Success team identify at-risk customers based on low usage, lack of adoption (overall or with specific features), and any other potential red flags.
  • Heap allows our team of CSMs to visualize, compare, and contrast our customers, thereby helping us define actions and behaviors that indicate good overall customer health and "stickiness" as a customer, as well as those which we should consider potential areas of concern and opportunities for outreach and improvement.
There's definitely a learning curve, but for anyone who's familiar with analytics or BI tools, this shouldn't be too hard to adopt and quickly see the value of it. For those who might not be used to analytics platforms, this might require some additional training and/or investment of time, but this is to be expected with any tool that provides insightful, actionable, and reliable data.
I have yet to run into any performance issues with this tool.
I was not involved in the evaluation or ultimate decision-making process.

Do you think Heap delivers good value for the price?


Are you happy with Heap's feature set?


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?


I think Heap is an extremely helpful tool for any organization or department who offers a solution that, in order to truly understand how customers are using, benefiting, and/or struggling with it, you need to have access to reliable data. Heap allows teams to visualize behaviors, use cases, trends, and more, thereby allowing companies to recognize their solution's strengths, weaknesses, areas for improvement and optimization, and also learn things about their customers' behaviors they might not have known or even thought of.