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Smartlook Web
October 27, 2021

Smartlook Web

Eric Kowallis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

We use 2 separate instances of Smartlook; mobile and web. This review is specific to the web portion as there are differences between using the mobile and the web versions. My mobile review is on G2. I work closely with our customer affinity, support departments and QA departments to verify bugs. When we're working on improving features or new features we look at Smartlook to gather feedback from how people use our website. The best thing that Smartlook has over FullStory is that it tracks specific JS errors. This has been super helpful to see how many customers are seeing specific errors.
  • You can search specific JS errors and get notifications.
  • Dashboards are pretty good.
  • I really like the funnels although I wish we had more but they cost.
  • I feel nickel and dimed with the events and funnels.
  • We came from sessions being 30 mins of inactivity and now it's 5-10 mins. Session count has gone up significantly which we weren't prepared for.
  • Recording playback isn't as clean and maneuverable like FullStory.
  • Again, JS tracking helps our QA team find super hard bugs.
  • Our support team is able to determine customer issues 10x as fast.
  • Our CA team is able to determine usage and determine if customers need intervention before they cancel or get to far down that road.
Whenever I needed help I could reach out and get quick and relevant answers.
I feel like the product as a whole is very new. This means that the basic product is there but it's a bit clunky compared to FullStory. FullStory had very quick and easy searching and filtering compared to Smartlook.
Like I mentioned, Smartlook is younger than FullStory and it seems like they're trying to improve. The dashboards are lacking. I wish I had more control over what I see there instead of the standard. We use the API to determine customer name and company and I'd like to see some custom dashboards.

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?

No

Would you buy Smartlook again?

Yes

productboard, Figma, Atlassian JIRA Align (formerly AgileCraft)
This is the web version is and it works great for bug tracking especially if you're looking for JS error tracking. I think our site would do much better if our CSS was cleaner and was more specific instead of using dynamic names for components. I believe this product is great for support teams and product teams to see how people are using certain features. Seems comparable to other products on the market but tracking JS is above the others.