The journey is only beginning!
October 22, 2021

The journey is only beginning!

Marina Neta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

Smartlook is being used mainly by the design team to look for bugs and experience issues that may be affecting our final user. The company is great at having quantitative data, but we don't have enough qualitative insights to make decisions. Since one of our star metrics for the next quarter is to improve the user experience, we hope that Smartlook will help us to find out what could be better and how is it affecting the user.
  • The dashboard with the main insights.
  • Support by e-mail.
  • Filter by specific behaviors (e.g. Rage Click).
  • Events -- but I think this is something that we could improve ourselves in our system.
  • Create some suggestions for funnels and heatmaps.
  • Give general insights for a certain period of time, e.g. from Oct. 7th to 12th, 75 users left the checkout step and 60% of them left due to a payment issue. IDK just bringing some ideas!
  • Send an e-mail with main insights.
Sofia P. is being our point of contact with the issues we faced. I was unsure about how to explain to her what was going on with the recording numbers (the recording has stopped before we were expecting to), but she readily understood and came with a solution for us in the same day. The problem was blocking our developer to test the integration, so it was great to have support so fast that he could continue his work.
I'm giving it a 8 because it was easy for everyone that is using it to understand how the service works, but the organization of the projects is not the best one. Sometimes I get confused on why I'm seeing something different than I was seeing before, and also the organization settings were something that I had to use a few times to understand. At first, I couldn't understand where the billing option was, for example. So if you have more than one organization registered, it can be difficult to find yourself. At the same time, I consider the dashboard to have a great usability since the path you have to take to reorder or add new boards is very intuitive on it.
We used the UXCam just as a trial and we didn't feel really comfortable with their interface. It's been a while [since] we tried it, but I remember that we thought that things were pretty confusing. And when we saw the Smartlook interface we instantly felt that it would be easier to use and understand it. Another reason that made us choose Smartlook was that UXCam doesn't have the option to track websites, and maybe in the future we can use only Smartlook instead of having another one for tracking (we use Hotjar for the website).

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The sales team is very patient and helpful, and since we come from a non native English country, it was great to have someone on the other side being patient and helping us with so many questions. This is already a good reason to recommend the service for someone. But the product itself is good if your company only uses Google Analytics, MixPanel or similar, because this will give you another perspective from the use. There are some errors or fraud attempts that are not traceable by other platforms, but tools like Smartlook can give you a hit on what's going on. On the other hand, if the company is not looking to improve the user experience, this may be not appropriate for you.