Fair price and superior customer care
October 21, 2021

Fair price and superior customer care

Michal Pekarcik | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

Smartlook is currently being used in 2 countries and their e-commerce departments. It is not accessible to everyone across the whole organization, but employees are free to request access. Based on job positions the current users are project managers and some developers, all part of the internal IT department.
  • Showing live recording of customers currently interacting with the website.
  • Stitching together recording from different sessions but from the same user.
  • Overall very user friendly UI.
  • Rage click tracking - it incorrectly assumes customers are rage clicking even though they are just checking different terms & conditions.
  • Positive - better checkout throughout.
  • Positive - more returning customers -> lower cost of acquisition.
I am always very happy when a company offers the option to use online chat, as I do not like to call customer support and writing an email is just too slow and cumbersome. I did not even expect a reply right away, yet it took the customer support team less than a minute to respond to my problem.
I worked with tools similar to Smartlook before, so I have been more or less accustomed to what kind of features a tool like this offers. The user interface is surprisingly easy to use, I did not have to look at any tooltips or documentation and everything was pretty much clear from the first moment I started using Smartlook.
It has been a year between the time when I last used Hotjar and first started using Smartlook. I would say both tools are more or less equal when it comes to features, the only 2 differences I can think of are - price and customer support. Smartlook is cheaper and has superior customer services. You have the feeling when interacting with them that they genuinely care.

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Smartlook does everything that any other page recording software does. We use it specifically to check the checkout funnel usability and potential errors that would otherwise be very difficult to replicate. We encourage people with access to Smartlook to watch the videos on a regular basis, so that they have an active connection to how the customers actually use the website. It is also a great tool to do kind of a low cost simple user testing, where, by just watching customers linger in some parts of the customer flow, we come up with UX improvements.