Knowing what our customers are doing - without asking them any questions
April 21, 2021

Knowing what our customers are doing - without asking them any questions

Deb Sohrweide | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Heap

We are using Heap to track prospect activities that navigate our marketing public pages, and we are using it to track customer usage of our products. In this fashion we are able to see what activities our customers use and don't use, and if the flow is as it was designed or if the customers are navigating in different ways than expected.

Pros

  • Allow for addition of custom data fields that can be added to events.
  • Track click events before we even know we need to look into them.

Cons

  • UI is a bit confusing to have to define reports from definitions, may be easier to have just one area.
  • Personal areas can be confusing for people.
  • Allows us to know what features our customer are using and not using.
  • Know what browsers customers are using to navigate our system.
Ability to show dashboards is great, but building the individual reports is a two step process to define definitions then build reports - where this could almost be one activity.
We have had a problem with seeing the custom attributes we add to the system in the events definition - they appear quickly for the user properties, but take some time before they can be used on the events.
The company looked at many, I was not part of that process, so I cannot specify which ones.

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

Microsoft 365 (formerly Office 365), The Okta Identity Cloud
Since we are not able to track personal data of our users, Heap is great and removing that information, however to group items together without personal data we had to include custom attributes. Heap uses a lot of the "path" or domain details to tell where the events are coming from - when in reality a lot of the applications are single page applications so that the path never changes - so some of that become annoying - as we need to add different attributes to track the "pages" within single page applications - but we have managed it.

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