Heap Tracks it ALL!
October 07, 2021

Heap Tracks it ALL!

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

Software Version


Overall Satisfaction with Heap

As of right now, Heap is being used exclusively by the product department. We have several product lines, so with the amount of data being tracked and the difference in key outcomes, it can get robust very quickly. However, with Heap, we're able to form several dashboards and charts that update in real-time with key metrics, by product line. We can be as broad or as granular as we'd like which is the beauty of it. On a daily basis, I can log in and understand: adoption, retention, drop off points, which "flow" is performing better (when there are two ways to achieve the same outcome, we track all the steps for both against each other to see which one is used more often and to track when users drop off). We're also able to identify at-risk accounts and validate survey responses (qualitative) with their usage data (quantitative).
  • Hands down the biggest benefit are that they track all events, including ones you haven't yet defined.
  • In addition to tracking usage, adoption, retention, drop-off; we're also able to uncover bugs and "weird" happenings that used to take us days and now take us under an hour.
  • Seeing stats at both a global and individual level, depending on what you're looking for.
  • Testing against hypotheses and survey answers.
  • Heap's event visualizer makes it possible to have the robust analytics that every product manager wants, without bothering and disturbing their dev team!
  • When mapping out the conversion rate of a user flow, there are often two places a user can go following a certain step. However, Heap only allows you to map linear events. Therefore you have to build out both flows and compare as opposed to seeing where the users go following an initial click/step.
  • When a dashboard or chart returns no data, sometimes it's because of a simple mistake on my part. I wish Heap would provide suggestions or "Did you mean?" type prompts.
  • Increased NPS score as we have been able to identify at-risk clients and invest in the features that our clients care about and use regularly. Our 30 day NPS is currently at 62, up from 36 months before.
  • We have increased the conversion rates of SEVERAL workflows within our application including but not limited to: the number of users who use a visual email template and send an email, the number of users who publish a page, and the number of users who use the marketing plan provided to them (feature clients love, but had a hard time finding).
  • Increased retention and engagement by inserting help and guidance for new users when at-risk clients are identified. We have been able to save 80% of clients that we've identified as "at-risk" of churning.
Ultimately, we were between Amplitude Analytics and Heap. The major differentiator being UI/UX and Heap's ability to track events that were not defined by us upfront. Mixpanel was a robust solution that needed development support, which we didn't have available on our current roadmap. LogRocket's trial was okay, and we liked being able to watch our users' sessions, but it missed the mark from a feature set perspective. FullStory is the product we had prior to using Heap and while we probably didn't invest enough time and energy into making the system work for us, it was a huge mess when it came to finding the data points you wanted. Like LogRocket, watching the sessions were incredibly insightful, but it's hard as a PM to carve out 2+ hours to watch these sessions and arrive at the similarities/conclusions based on watching. It often led to time wasted watching with little to no action following.

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Heap is well suited for companies who want to fully understand what their user base is doing and how their users are using the product. It helps us in onboarding to identify who might need a bit of extra help and support to get started. It [also] helps us in customer success [to] identify our power users and daily active users and what features and product lines they use most (which helps us cater to our conversations with late bloomers and even newly onboarded clients). It can help the product uncover features that are being used in a different context/way than you had originally intended for [as well]. We do not currently offer a free trial, but since having Heap I am tempted to offer one because we'll understand why somehow essentially decides to pull the trigger to sign up (what message resonated with them?) as well as how well the product delivered on our promise that was given during marketing.