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Review of Heap Analytics.
October 26, 2022

Review of Heap Analytics.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Growth

Overall Satisfaction with Heap

We use Heap to aggregate and analyze data concerning our user behavior on our website and customer behavior in our sales funnel. As far as business problems go, Heap allows us to investigate user behavior on our site and to identify points at which we lose customers in our funnel. Basically, Heap allows us to identify problems that we need to devote resources to fix.
  • Heap provides an extremely granular look at web traffic data.
  • Heap allows users to look at individual sessions so you can see what a particular user did during their entire session.
  • Heap doesn't provide nearly enough in terms of support.
  • Heap is difficult to use because of the way reports are structured, so finding the data you need can be challenging.
I prefer Google Analytics to Heap, but that's probably because I used it first and for longer, so I've gotten very used to it. Heap is about as similar to Google Analytics as cheese is to filing your tax return, so switching from one to the other was difficult, and, as I said previously, web analytics platforms tend to suffer from poor training materials. The materials are poor because they never focus on a particular use case because most companies' use cases are different.

Do you think Heap delivers good value for the price?

No

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?

Yes

Would you buy Heap again?

No

Heap is well suited to providing an extremely granular look at web activity, by session, by the user, by time, etc. However, it takes a lot to become familiar with how it works and how to use it properly, and support is somewhat lacking in that area. Specifically, when my company signed up with Heap, they built us some really great reports that are extremely useful. The thing is, very soon after that, we changed our system around and asked if they could duplicate the reporting for the new system. We were told that for such a build, we would have to pay thousands of dollars extra and that it would take something like a week to complete. I was able to complete the same build in minutes and obviously for no extra cost, so that was a frustration.