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Smarter Session Recordings with Smartlook
October 22, 2021

Smarter Session Recordings with Smartlook

Marie Sporich | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

Smartlook is used primarily by our marketing and IT departments to review user sessions on pages where we are testing, or when there is a customer complaint about a site issue and we want to see what actions they took on the site to cause or trigger the issue.
  • Capture user sessions.
  • Allow filtering for captured sessions.
  • Save filters to reference in the future.
  • Easily create heatmaps.
  • Allow for heatmaps on different views of the page.
  • Filter by a specific action taken.
  • More session recordings before capping.
  • Greater visibility on UX.
  • Expedites bug reporting process.
  • Helps in QA and bug replication steps process.
I have not had to utilize any support from Smartlook yet. On average, we use this tool on a weekly basis and have not run into any issues that required reaching out to support.
It's user-friendly, but it helps a lot to have a more technical background. It may not be easy for someone in a merchandising or creative role to jump in and use. This is why it is primarily used by our marketing and IT teams.
We will use more tools in addition to Smartlook, but we moved away from Inspectlet because Smartlook provided more ways to filter our site sessions, as well as an easier interface for our internal teams to utilize. Also, I believe Inspectlet did not have the heatmap capabilities that Smartlook offers.

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?

I wasn't involved with the selection/purchase process

Did implementation of Smartlook go as expected?

Yes

Would you buy Smartlook again?

Yes

Smartlook is great for looking up a particular customer's session to see why they had an issue with the site. If someone had difficulty with a specific site feature or functionality, you can look up their session to see if it was a user error or a site error. You can also look at specific pages to see how customers are interacting with those pages in general. It's less appropriate without a purpose because you could spend all day just watching sessions to see what people do. It can be helpful but it is time-consuming.