Smartlook, a user-friendly interface which enables you to see how users interact with your website's content
October 21, 2021

Smartlook, a user-friendly interface which enables you to see how users interact with your website's content

Rob Fielding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

Smartlook is a very useful tool that we use in conjunction with Google Analytics. We are a non-profit organization that offers an online platform for users to "make money do good" and invest in various good causes ranging from community projects to renewable energy. How users engage with our platform is crucial, especially as we have recently relaunched the site. Smartlook enables me to see what content users interact with, what the drop-off points on registration or investment funnels are, and it even picks up error messages. That information is displayed as either heatmaps or session recordings. The whole company has used that information to modify our platform to enhance our conversion rates. It's a simple tool with great features and the share functionality enables me to easily pass along any findings I discover. The support I have received from Smartlook has also been first class too.

Pros

  • Filterable user session recordings.
  • Filterable user heatmaps.
  • Easy share functionality.
  • Easy funnel creation.

Cons

  • I've requested the ability to segment by acquisition source, if possible.
  • Enabled us to identify and tweak our registration funnel to increase conversions.
  • Enabled us to identify errors and report them to our developers, thus reducing bounce rate.
  • Enabled us to identify the optimum positioning of our investment offers to give them maximum exposure.
Throughout the whole process, the support from Smartlook has been supportive without being pushy. If I have a question, I can usually get an answer within minutes because the video tutorials are extremely useful. There's also a roadmap section showing future ideas you can vote for, in addition to allowing for suggestions of your own new ideas. Compared to the anonymous, often useful support from other providers, the personal and timely support from Smartlook is a revelation.
Smartlook is a really user-friendly platform. You do need to set up some features in advance, (to allow them to build up a series of recordings for instance) but it's very intuitive and simple to use. The session recording interface is simple and you can select to speed it up and/or skip periods of inactivity, (both of which really help) while the event recorder allows you to just click on an element on a page to record it, which is tremendously helpful.
We evaluated several rival systems and took some time to decide. However, I selected Smartlook due to its pricing, its range of features, the user-friendly interface, and the support and onboarding we received. I have not regretted the choice as it has been an invaluable marketing tool for the organization.

Do you think Smartlook delivers good value for the price?

Yes

Are you happy with Smartlook's feature set?

Yes

Did Smartlook live up to sales and marketing promises?

Yes

Did implementation of Smartlook go as expected?

Yes

Would you buy Smartlook again?

Yes

It's a fantastic tool for seeing how individual users interact with your platform. I would recommend using it with Google Analytics, rather than as a stand-alone system, because that's how I've found it to be invaluable. Whereas GA just shows the raw stats of which pages have been visited, Smartlook enables you to see what an individual does on each page and as a result, it gives you far more information on how those pages are used.

Using Smartlook

3 - I am the primary user of Smartlook, but it is also used by the other two members of our marketing team. In addition, some of the funnels, heatmaps, etc have been shared with the wider team, like being displayed in our weekly team meetings. Error messages it picked up have been reported to our developers.
1 - We are a small non-profit organization and I am the primary user/support for Smartlook. I evaluated the software and set up the account. However, between the onboarding support from the Smartlook team and the simple interface, there isn't really any need for extensive in-house support.
  • Evaluating user interaction with key pages (e.g. registration).
  • Producing funnel reports so we can evaluate the effect of any changes to that funnel.
  • Reviewing session recordings to understand user behavior on the site.
  • Complementing Google Analytics by reviewing on-page behavior and interactions.
  • Yes, we didn't think the error reporting would be of use, but it managed to pick up some specific errors (often linked to a specific device) which we were able to get corrected.
  • We also have another platform we will be using Smartlook on.
  • We may also produce an app and we would be keen to see how users interact on that.
As my ratings show, I have been absolutely delighted with Smartlook in terms of usability, cost, support, and its benefit to our organization. I have given it such high ratings because I think it has really benefitted our organization and I think it could do the same for other companies too.

Smartlook Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
I didn't purchase premium support as there was no option/need. The "out of the box" support has been excellent. I got to know a couple of the agents after I asked multiple questions and they were invaluable both in assisting and understanding my questions quickly. The response time is extremely quick and they resolved all my questions.
I was assigned a personal sales rep named Richard. He hosted a lengthy Zoom call to show me the product and he has been in touch regularly ever since. I wanted to demo the product at a company meeting and Richard even extended the free trial period for me to do so. He's also been in touch regularly ever since just to check that all is going well. It's been a brilliant introduction to the product.

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