too much of learning curve for nonexperts to engage with heap, dosen't get used in the org how we'd like it too
October 27, 2022

too much of learning curve for nonexperts to engage with heap, dosen't get used in the org how we'd like it too

Matthew Carter | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Growth

Overall Satisfaction with Heap

We use heap to get analytics on webpages, events and interactions across both our webflow site and our webapp. We mainly graph events, and have recently started trying to use the alerts helpfully within the product team to notify us of any large changes in key metrics.

Pros

  • display segments on graphs
  • suggest events
  • visual labelling

Cons

  • discoverability of events, taxonomy of events, management of events. If i didn't set them up it's incredibly hard to find the right ones, verify what they are etc.
  • just make it easy for me to paste a URL and see some stats please. I have to define a graph, set the unique view count and then enter the path. That is so labrious for something that feels like it should be easy
  • customisation and consistency of graph colours across multiple reports. For example if we're looking at multiple graphs segemented by marketing channel I'd like email to be the same colour on each graph.
I didn't select heap. Someone else did. I wasn't consulted during the process either, it was there before I arrived and we recently renewed, but I wasn't part of that process. Hotjar was alright, the heapmap is a neat way to quickly show non-experts where we might have an issue, but is only useful when paired with decent qual research. Apart from that i'ts a bit of a gimmick, but it's always nice to show people a pretty heatmap.

The funnels on Hotjar felt easier to define from memory, and you could do in-product survey pop-ups, which we now pay a lot of money to Sprig to do. Would like to ditch Sprig if possible.

I never really spent enough time with Google Analytics to get comfortable with it / good at it.

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?

No

It's very hard to learn. It's very hard to discover as a non editor or someone who has set up the account. Its not particularly intutitive, sometimes feels like I really need to be a front-end engineer to define my events properly and accomadate edgecases (for example, the ID of a button on our webapp changing with a new deployment ruining a funnel) I have never understood or made good use of path analysis within heap.

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