A big kiss for KISSmetrics!
Updated November 19, 2014

A big kiss for KISSmetrics!

Joris Brabants | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with KISSmetrics

KISSmetrics is used by marketing, sales and product development. When we first started using it, we got a lot of insights into how our users were using our product. Thanks to that we have a better understanding of our customers, and we were able to make some changes to important steps in the conversion funnel. It really improved (and keeps improving) our product. Besides product development, marketing can get a perfect view of where the converting users are coming from and our sales department can identify both people who have a high potential in sales, and people who got stuck or don't use the power features of our product.
  • The more events you track and properties you send along, the more you can see how specific users use your product/service. The user based timeline gives you a perfect start point to get in touch with users, because you can see where they get stuck.
  • Tracking your traffic sources and how they influence conversions is awesome. You can get a perfect view of how much a traffic source contributes to revenue.
  • Funnel reports give you more insights into micro and macro conversion steps and give you actionable data to work with.
  • Customer support!
  • Integrations with CRM
  • Google Mobile Ads tracking (we're driving signups through mobile display ads to our app on Google play, and cannot identify traffic source in KM). Mobile search and desktop ads are tracked perfectly
  • Mail integration to send e-mails from KM to users
  • Improved product
  • More insights into users
  • More insights into marketing channels and their performance
  • Must admit that the live stream was a little bit addictive the first couple of weeks, but it's a necessary evil when you launch new features :)
We still use Google Analytics, because it still has some good reports (real time analytics for example) but it lacks the power of KM cohort reports, funnel reports, user timeline, ... I must admit that configuring KM does require some good analysis before you start and a good developer that knows that he has to implement KM events and properties whenever there's a feature launch.
What would we do without it...? Think that covers it all!
If you have a mobile or web application you MUST use this software to see how your users are using your product. I don't have any experience with e-commerce sites, but I can imagine it must be awesome to see how much revenue a newsletter generates, and how your different segments are performing.

KISSmetrics Implementation

You need to do a good analysis of the things you want to start tracking. Not something you do overnight, and involves several persons in the organization. Get product development, marketing and sales on the table and you got a better view on what things you should be tracking to improve all departments.
Yes - When we started we wanted to track the basic events a user could do with our product. Since then we have added new events and properties and we still add events properties whenever we launch new features or when we make some changes to the product. It is an ongoing process
  • The short trial period
  • Our development cycle

KISSmetrics Support

There are several things that can be improved. First of all we're based in Europe, so if I raise a ticket today I read the response tomorrow, while you would like to be helped while trying to fix the problem. Another issue is that you almost need to be a developer to get things right.
Good followup
No escalation required
Support understands my problem
Quick Initial Response
Slow Resolution
Problems left unsolved
Difficult to get immediate help
Support doesn't seem to care
No - The product costs a lot of money so support should be included.
Yes - Sometimes it was, other times not and still having problems with those issues.
When you ask something about reports they always get back to me with a satisfying response, but when it's to troubleshoot technical stuff it goes wrong sometimes.