User-friendly tool to get meaningful insights into customer journeys
March 20, 2022

User-friendly tool to get meaningful insights into customer journeys

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

Software Version


Overall Satisfaction with Heap

As a product manager, I want to know how customers are using our products. While I can and do have interviews directly with customers, that is a time-consuming process, is more liable to interpretation and faulty memory, and doesn't provide the quantitative data that I need to support some decisions about changes being made. While we could possibly get a good amount of data directly from our database, that involves me asking a DBA or Dev to run specific queries and it was extremely time-consuming. With Heap, I can tag the specific pieces (buttons, pages, whatever) I want to find data on, segment users, filter, and build reports and dashboards without involving dev resources. Those reports and dashboards are great tools to bubble up to senior leadership when it comes to metrics we are trying to actively track and influence. Overall, it has been a really valuable addition to our understanding of our customers and is surprisingly easy to figure out how to use.
  • Reports and dashboards
  • Funnels to see different paths users are taking
  • It provides some pre-set ideas of ways to analyze data points that are really helpful
  • There are some categorization pieces that are hard to understand and so I mostly don't categorize my reports outside of the dashboards
  • Dashboards can be a bit slow to load if you have a lot of reports on it
  • The relationship between date ranges in different rows as you're building a report can be a bit confusing
  • Reduced negative impact on customers as we make changes to our UI/UX
I wasn't making the decision to use either product - my old company had Mixpanel and my new company has Heap. That said, I've found Heap to be much more intuitive and user friendly - it could be a feature of the different companies' setups, but it seems as though Heap is much easier for a non-dev to tag elements, which is really valuable for me as a Product Manager who is trying to gather information without taking up dev resources.

Do you think Heap delivers good value for the price?

Not sure

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?


Would you buy Heap again?


It is really easy to use once it is set up, and I particularly like the fact that once it is installed as you come up with new elements to tag and reports to create, it retro-actively applies that to as far back as Heap was originally installed. So, you don't have to think through everything you want to know immediately to make sure it is tracking it.