Tried them all, but Smartlook is the better overall product and value
November 05, 2021

Tried them all, but Smartlook is the better overall product and value

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

Overall Satisfaction with Smartlook

We use Smartlook to better understand the user experience on our website and application backend, and the fact that you can review the exact user experience by watching the video session is amazing. The feedback that's inside the events linked to the user's actions is beyond words. Smartlook provides awesome analytics to improve the user journey and for discovering weaknesses for improving the product and website strengths. The UI is the easiest to understand and navigate of all the ones we've tried.

Pros

  • Screen recordings.
  • Heatmap.
  • User analysis.

Cons

  • Customer support.
  • Support hours.
  • Greater UI/UX visibility for how our users use the product.
  • Increased conversion rates.
Smartlook's support team is very responsive during their business hours, however, availability can be lacking for US business hours. The product is top-notch and delivers on all fronts with the best of them. We looked at some other products and did a thorough comparison before deciding to stay with Smartlook primarily because, even though the product stands on its own, you can tell that this is truly a product-driven support team which is my preference when choosing a product like this.
To be honest, it's not the easiest to use, but that's simply because it is so feature-packed. So if we want to make the most of this it's up to us to learn how to take advantage of all it has to offer. The UI can be a bit more intuitive but since that's not my area of expertise I wouldn't know how to advise with that.
Smartlook is the better overall value of all the solutions we've tried. Hotjar was overpriced, Lucky Orange seems more like an experimental project than a full-fledged product and Mouselflow seems to have some problems dealing with some types of browsers that we did not experience with Smartlook. Again the product is truly the most complete amongst its peers.

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

I mainly used it for our high-traffic websites where we needed to break things down by visitor types to help improve their experience. I found it well suited for the optimization of PPC landing pages and funnel analysis and would be happy to recommend it for any high-performance commerce sites that need to understand their users to improve performance.

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