Better find another solution
September 21, 2018

Better find another solution

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

We tracked users with Smartlook for a few months. All our engineering team had access to the tool. We are a small team, so everyone could access it at any time. We were looking for solutions through which we can gain insight on our users' behaviour. Smartlook was one of the solutions we tried.
  • Records most of the visits we are aware of and connects recordings based on users, not on sessions.
  • Customer support is awful. The reps are not nice and requests are not treated well.
  • Company's culture can be seen through interaction with anyone with Smartlook. It is toxic.
  • Too pushy on a purchase. The freemium version was downgraded to a point that it cannot be used, just to force everyone to pay.
  • Have I already mentioned customer support and culture? Horrible!
  • Taught me to believe my first impression. I thought I was mistaken when I first interacted with a person, but then the behaviour repeated itself a few times.
I'd rather use them, which I do. There are many alternatives on the market which do just that, so it's all about the experience working with the tool or a company. Smartlook does have a few useful features, and their VC-funded email marketing make them seem nice. But don't fall into this trap and wait until you have to actually interact with someone.
If you need just the tool, fine, but once you get to speak with someone, you realize it's been a mistake becoming their customer. We've been their paying and freemium customers. Both are treated poorly and in the same way. I do not see myself relying on them in the long run.