Bang for a buck
November 05, 2021
Bang for a buck
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Smartlook
We use Smartlook to reduce the amount of back-and-forth between us and our customers. Customers are often short in words to describe their issues or don't have the (technical) know-how to share a good overview. It saves time on both sides if we can just see the recording of their session, especially getting the error logs from the browsers which is a huge headache to get from the non-tech-savvy customers. We also use Smartlook to understand how our customers are using our product and how they adopt new features. Again, it helps with saving a lot of time and not bothering customers with such questions and spending their time and/or our money. In our case, we have several departments using Smartlook and it has nice team access to share recordings across the team. For some reason, upgrading limits have to go through support. Luckily, they are fast and helpful.
Pros
- Affordable pricing.
- Logs browser errors.
- Fast support.
Cons
- Ease of setup.
- User Interface.
- Lower customer service response time.
- Time saved on customer reviews.
- Higher customer satisfaction.
FullStory is more complex, detailed, better-looking and way more expensive. Therefore I think it makes sense to start with Smartlook at least. FullStory also has yearly plans which is really annoying. Hotjar doesn't have browser error logging which is a huge disadvantage for us, this was the main reason we scratched Hotjar off the list.
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?
I wasn't involved with the selection/purchase process
Did implementation of Smartlook go as expected?
No
Would you buy Smartlook again?
Yes
Comments
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