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Lightweight yet powerful session recording & fantastic funnel analysis
October 25, 2021

Lightweight yet powerful session recording & fantastic funnel analysis

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

Overall Satisfaction with Smartlook

We use Smartlook to understand the needs of our customers and follow the customer purchase journey in the most efficient way possible. It allows us to quickly understand the good and the bad parts of the purchase process. Using complex funnels and comprehensive insights, we can quickly provide valuable metrics alongside new releases and adjust parameters wherever necessary. We have deployed it on every page of our website, allowing us to collect real-time user experiences and monitor the way users react to changes almost instantly.
  • Funnels are both easy to configure yet comprehensive enough to detect complicated customer journeys.
  • Real-time recording provides exceptional insights to our design & engineering teams.
  • Session recording is surprisingly lightweight and seems to cause no substantial performance degradation for our customers.
  • Heatmaps are quite simplistic in nature and compared to other tools, rather poorly generated.
  • Certain parts of the admin console look less polished, especially around the settings and control area.
  • Exceptional insights in the customer journey, as we can quickly follow a session from start to conversion.
  • High ROI as Smartlook often helps us identify customer journey issues early enough to improve conversion.
Only had very limited interaction with the support team as we were able to self-serve with no issues. In a way, this is the best kind of support, where things work well from the very start.
The website and session explorer is easy to use and well-designed. We can quickly comb through 100's of thousands of sessions to identify potentially problematic ones.
Compared to Hotjar, the first, and most important criteria for us is the performance impact on our customers. We've always had problems with Hotjar's rather resource-intensive script, which causes a noticeable degradation even on medium to high-performance client devices. In contrast, heatmaps were more reliably generated by Hotjar's software and relevant screenshots would often be a closer representation of our site. That for us is not necessarily as important as session recording.

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

Smartlook seems to be a rather robust software, both easy to configure and deploy even on complex setups. It can be used to quickly collect and monitor customer sessions with almost zero configuration. I'd recommend special care where performance is a crucial factor as there is a small performance impact when enabling this in production. Low-powered devices, Chromebooks and other clients with limited resources are disproportionately affected.