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Bang for a buck
November 05, 2021

Bang for a buck

Anonymous | TrustRadius Reviewer
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.
  • Affordable pricing.
  • Logs browser errors.
  • Fast support.
  • Ease of setup.
  • User Interface.
  • Lower customer service response time.
  • Time saved on customer reviews.
  • Higher customer satisfaction.
Support is really responsive and trying to help. For some reason, upgrades need to go through support. It might be that we have had a lot of different stakeholders for setting Smartlook up properly, but I believe that's something they could also make easier to handle. In general, I can confirm that you can definitely count on their support.
A lot of variables to search but make sure you find the right session at the right time. We have an issue in our setup so we can't search by username in most cases and still not sure if the issue is on our side or their side, but nevertheless there are other variables to use(IP address for example), which makes it easy to find the relevant sessions. Afaik, they don't have automatic link connection with Intercom like FullStory does though
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

I think Smartlook is best for companies who are getting started with user session recording software or who are just looking for a solution that does the job. They are also making changes to improve user behavior analysis and save your time from doing this manually. I think Smartlook is less suited for bigger enterprises.