Item: Smartlook
Rating: 10
Author: Verified User

Overall Satisfaction with Smartlook

Use Cases and Deployment Scope

It is used by many in the organization. With Smartlook, we can discover bugs, problems and get a better feeling of what kind of users we have on our page. We can see hotspots on pages and filter out different users. Based on this information, we can make our page better every day because we know what and where to look.

Pros and Cons

Pros

Page speed.
Heatmaps.
Options to filter.
Error reading.

Cons

To pin/save users that are important.

Return on Investment

Better conversion rates.

Support Rating

When we [have] some questions, my colleague can always reach them without any problems. So far, everything worked awesome. With the emails we get, you can see that they are well organized, and their support is on point. I can't really describe what happens if something stops working because it never happened yet.

Usability

We have a few filters where we can look at the top errors that the users get or where they rage click the most. Within these filters, there are user recordings where you can see each and every user within that segment. That is pretty cool. Smartlook provides a lot of information about the user, so it makes it easy to get everything set up.

Alternatives Considered

Hotjar

Overall, Smartlook has way more functions, it is a bit cheaper, and all the little things like user experience, designs, and flow of the page are way better. There are a lot more options so you can make the best possible page for users when they come to our site.

Key Insights

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

Other Software Used

Atlassian Confluence, Jira Software, Stripe

Likelihood to Recommend

We used a few sites that are like Smartlook, but I'm positive that they are in front of their competitors. Really nice user experience and design. The page is user-friendly and easy to navigate. So far, no problems accrued with Smartlook. A cool feature is where you have active sessions of users, which comes in handy when you deploy a new version. You can see if everything is working for the users.

Using Smartlook

Users and Roles

5 - Product, Development, QA, Analytics, Marketing

Support Headcount Required

30 - The type of people that want to make the company better.

Business Processes Supported

Funnels.
Heatmaps.
Recordings.

Innovative Uses

Behavior flows

Future Planned Uses

Filter users in even more detail so we can get even more information.

Likelihood to Renew

It is very user-friendly and gets the job done.

Evaluating Smartlook and Competitors

Products Replaced

Yes - Hotjar - too expensive

Key Differentiators

Price
Product Features
Product Usability

I don't believe in product reputation because the most important thing is product features and usability. Get that [at] a good price, and you get Smartlook.

Evaluation Lessons Learned

We would look through the competition and choose based on our experience.

Smartlook Implementation

Implementation Rating

Implementation Details / Implementation Partner

Implemented in-house

Smartlook Training

Training Types Used

no training

Configuring Smartlook

Product Configurability

Based on my colleagues, it is very configurable.

Smartlook Support

Smartlook Customer Support Pros and Cons

Pros	Cons
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

Exceptional Examples of Smartlook Support

Right at the beginning, when we were choosing the right platform to use, they were very awesome.