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Really great product for debugging and improving your site's UX
October 27, 2021

Really great product for debugging and improving your site's UX

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

Overall Satisfaction with Smartlook

I've used Smartlook on my own site and several clients' sites for my company. Personally I really like the replay feature that you can just sit there all day watching the user's behaviour on your site and improve the UX on the site by analyzing them.
  • Replay visitor session.
  • Clean dashboard interface and easy navigate.
  • Heatmap features is clear and accurate.
  • Plans, wish there were a smaller plan for start up.
  • More complicated rules set up to control when to record (GDPR and other reasons).
  • Would be nice to include simple 404/500 errors, etc... and send notifications to me.
  • For most startup clients we have, it's too pricy.
  • For some clients we have, limit are hits so easily without rule controls.
  • We've used the replay to identify system bugs before the custom knows it to reduce support tickets by at least half.
Honestly, haven't needed the support yet, the interface is pretty self-explanatory for me.
It does improve over the years for sure.
For me personally, I use Smartlook more for the debugging side of things, so I wish it had more debugging/error reporting features.

Do you think Smartlook delivers good value for the price?

Not sure

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?

Yes

Would you buy Smartlook again?

Yes

Its replay and heatmap features are the best for any new websites with new design/features. It helps us understand a lot of what we can do better on the site or helps the custom navigate to where they want to go. On a large site (we have 1m+ users), it's very hard to control. Hence I'd like some more complicated rules on when to do the recording, or even have auto "category" based on the rules. For example, "Teacher" user role's recording all goes here, "Student" user role's recording all goes here for easy analyzing.