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Impressive and incredibly useful tool to understand customer journeys and boost conversations
October 25, 2021

Impressive and incredibly useful tool to understand customer journeys and boost conversations

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

Overall Satisfaction with Smartlook

Smartlook is a great tool to understand our customers and users. I use it specifically for two use cases:
  1. To understand their journey through our app which gives me great insight into where my product needs to be improved for better UX.
  2. To see where they experience issues or where actual errors in our app or API occurred which I can then debug really nicely given all the content from the user journey.
  • Capture the user journey.
  • Events, filters; these are a bit confusing.
  • User experience.
  • Sales.
Smartlook's customer support is always very easy to reach, replies quickly and is always very friendly and helpful. I guess the best thing is the fact that I hardly ever have to reach out to them because their product just works and I don't have many questions or run into any problems where I'd need to contact them. Their sales are also very kind!
The core functionality, that is viewing a recording (a user's customer journey throughout the web app) works really well. A big section of the screen focuses on the "video" and has a number of very helpful tools and toggles below it. What's a bit chunky to use at times are the filters and events functionality. But it's okay, you get used to it. After all, I have other analytical tools I use to track events and am mostly interested in the recordings anyway.

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

Perfect for web apps, specifically ones where users interact a lot. We can drive great analytics from watching the users' behavior and make improvements based on that which in turn not only make for better UX but also for more overall sales. Afaik it's not suited for mobile apps unfortunately, although that'd be great as well!