Extremely satisfied customer!
October 27, 2021

Extremely satisfied customer!

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

Overall Satisfaction with Smartlook

Smartlook allows our company to see how our website's front end is being used. It helps us address unknown issues with our website. Smart looks ease of use allows us to filter errors/rage clicks. It's simple to use for even novice users who have no background experience as Smartlook lays everything out for new users.

Pros

  • User session recordings.
  • Filters data (IP/Rage Clicks/Specific URLs/Users/etc.).
  • Almost real-time recording sessions.

Cons

  • User session recordings could load faster (real-time would be great).
  • Heat maps should be available upon submitting a specific URL. We've had one that's been stuck on "generating/loading" for months. Not sure what happened.
  • Positive: Increased ease of use on our website as we were able to check out where our clients were confused and allowed our team to implement solutions to fix those specific problem areas on our site.
  • Positive: Tracks website errors with ease.
  • Negative: Occasionally our sites styescripts (css) would not load correctly on Smartlook's session recordings even though our site was fully functional - however the playback recordings that Smartlook presented to us were as if our site's theme or css was not loaded. The problem however was fixed in about 2 weeks without us having to report to Smartlook.
We have never had to use Smartlook's support - however, I would imagine if we did that it would be as simple as their website is to use with a great/fast outcome. I have heard personally from other friends that their support team is extremely friendly and knowledgeable with their platform.
This was our site's first platform that we've ever used that delivered 'User Session Recordings.' We couldn't be any happier with Smartlook's ease of use. We installed in our site in less than 10 minutes and we're reviewing our site's front-end sessions in less than 20. Our team loves Smartlook!

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

Well Suited:
Client complains that site is not working correctly and you attempt to walk them through a process and client ensures there is an issue with your site. You investigate issue and find the client was indeed on the wrong page and it was user error.

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