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Some room for improvement, but overall okay!
July 31, 2022

Some room for improvement, but overall okay!

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Heap

Heap is responsible for reporting on all product lines within our organization. Developers are in Heap weekly to resolve individual problems. Product Managers are in Heap multiple times a week to understand conversion between events, how individuals are using our website and applications, overall metrics, etc.
  • Track individual events
  • Track individual movements
  • Provide reporting dashboards that can be shared across users and departments.
  • The learning curve is steep - I've watched multiple trainings and still have major problems navigating and figuring out how to do what I want to achieve
  • Data is presented poorly - there needs to be more options for chart displays and overall dashboards (Salesforce does this well)
  • Once an event is defined by a user, it's not easy to find, so the same event is defined multiple times across multiple users.
I much prefer Salesforce reporting to Heap. It's stronger, more robust, and provides a more holistic view of the users' interactions with our application/ website. The implementation of Google Tags and integration into Salesforce tracking also really helped with this. Crazy Egg was helpful to understand where users are clicking on each page and how far they are scrolling down on each page so we can know if the content is being viewed. I want to be able to slice a full application by device type which I cannot do on Heap.

Do you think Heap delivers good value for the price?

Not sure

Are you happy with Heap's feature set?

No

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?

Yes

I want broad, easy-to-digest data, with total counts, $, funnel graphs, pie charts, bar charts, etc. The line graph is really the only option to suit some of those needs. I need collective data and tracking of how users are interacting with our website and applications, I want to see how far they are scrolling on a page, where they are clicking, etc. (e.g. Crazy Egg) - not just at an individual session level. I also want to email dashboard updates to our exec team on a scheduled basis.