Hightouch Agentic Marketing Platform

Our main use case for Hightouch is the events capability that they provide, so we primarily use it for product analytics today.

We have a mobile app, a website, and a web app in five different regions. We deploy the SDK from Hightouch on all of these surfaces. All screen views, interaction events, scroll events, and any kind of data that can help with product analytics are sent back to the data warehouse, where we run analytics on usage patterns, AB tests, and similar things.

We don't use a lot of the other capabilities they provide, but the fact that Hightouch has a lot of different things to offer is useful because we can always expand into those if we need to. The pricing is decent and à la carte, so we pay for the capabilities we use. Within what we are using, the volumes are reasonably generous, I would say.

They offer a lot of different types of capabilities around CRM and automation, but as I said, we don't use those. We primarily use only the events for product analytics feature.

Hightouch has positively impacted our organization, as it was a suitable replacement for the product analytics solution we were using previously. I think the onboarding was rather seamless, the support is great, and the team is very responsive. The offering also has rather generous caps, as I mentioned, compared to competitors' offerings in the market, which have similar prices but much lower usage caps.

There are definitely improvements in analytics quality because of the contracts they provide on the control plane. There were also definite time savings. Previously, the user experience of the PMs and developers was rather awkward, because they had to trigger events in staging and go to another place to ingest them into the warehouse. Now, because Hightouch provides a single control plane, people can play with the staging app and immediately get feedback on the events being fired. There are pretty good time savings and productivity gains in the development life cycle, as well as in the life cycle of the data engineer who is ingesting the data into the warehouse, because we just need to pull data from S3, since Hightouch writes to S3. Hightouch also provides the ability to write natively to the warehouse, but we chose not to go down that route because S3 ingest is far more economically viable for us.

I think Hightouch as a platform has a lot to offer. It is primarily a CRM or reverse ETL type of offering with a lot of AI bells and whistles. However, it feels to me that the entire events offering is a bit of a second-class citizen in the suite of tools they offer. I say this because a lot of the documentation is out of date, and we hit a few random edge cases when using the events platform, which felt a little raw compared to other, more mature event platforms. I would say the improvement here would be for them to spend a little more time and attention on the platform itself, or provide a little more TLC, especially from the events perspective.

I have been using Hightouch for a year now.

Hightouch is stable in my experience.

Hightouch scales well.

The customer support from Hightouch is great.

I would rate the customer support as eight on a scale of 1 to 10.

We were using Snowplow, and it was the self-hosted version because it was open source. When Snowplow changed its licensing, we explored signing with them, but considering the cost involved, we looked at other players in the space and landed on Hightouch because there were a few trade-offs there.

I have definitely seen a return on investment with time saved. I have talked about the developer experience on the product side as well as the experience on the data engineering side. We have also saved cost because we can grow into the generous volumes they provide without having to pay more, as we would have had to on any other platform. Money is saved, time is saved, and fewer employees are needed. Fewer employees are needed because we are not self-deploying a platform, upgrading it, and applying security patches. Hightouch's control plane handles all of that for us, so there is definitely less work for us to do. Fewer employees needed is therefore also a viable metric.

My experience with pricing, setup cost, and licensing was smooth. Pricing was very reasonable for the events offering. I know that they have other products which are far more expensive, but pricing was fine. Setup cost was also reasonable, and licensing was fair.

We did have a rather poor experience working with one of their sales partners. The initial outreach to Hightouch put us in touch with a third party who was doing reselling for them in Southeast Asia. Those people were effectively pushing us to do an agreement with them for them to do the implementation, rather than just selling us a high-cost Hightouch license, which is what we were after. After that somewhat average or below-par experience, I switched to asking for a direct Hightouch contact. Hightouch itself was fine.

Before choosing Hightouch, I evaluated other options, including Snowplow, Hightouch, and PostHog. I think there was one more option as well.

On a scale of 1 to 10, I would rate Hightouch as eight.

I chose 8 out of 10 looking at it purely from what the other event platforms are offering. I think Hightouch is a great value proposition from the cost perspective and for the volumes that people want to scale into.

For the events specifically, I think Hightouch is a great offering. The advice I would give really depends on where people are coming from. If they have an existing tech stack and want to migrate, it is going to be challenging regardless. However, if they are starting fresh, it might be a good solution to ramp up with.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

I like Hightouch’s visual, highly intuitive data activation workflow. The interface is clear, logical, and easy to navigate.

What do you dislike about the product?

I find setting up Hightouch’s advanced enterprise features more challenging, especially real-time event streaming and complex identity resolution across disjointed schemas.

What problems is the product solving and how is that benefiting you?

I use Hightouch as our data activation hub to replace brittle, high-maintenance manual exports, scripts, and custom pipeline requests.

What do you like best about the product?

We use Hightouch as our composable CDP, which gives us access to our data and helps us understand our customer base better. Our team can explore customer segments, understand our audiences, and make more informed data decisions. The interface is really simple and intuitive for the team, and it’s been easy to integrate into our workflows. The team is really supportive, and customer service has been excellent. We’ve seen a lot of value from audience orchestration and journey building, and AI decision has been really useful for unlocking value for our subscribers and creating efficiencies internally. Setup was fairly easy and only required a little bit of dev work, nothing too strenuous.

What do you dislike about the product?

I get a lot of use out of the agent, and I’m concerned about potential limits on the tokens my team can use. We rely on it heavily for reporting, customer matching, and exploration, so I’d like better clarity in the contract about what we get and what we don’t get.

What problems is the product solving and how is that benefiting you?

Hightouch gives us access to our data and a better understanding of our customer base. It lets our team explore customer segments, understand our audiences better, and make more informed data decisions.

What do you like best about the product?

I find the native SQL query editor and intuitive field mapping engine most useful. I can write custom SQL transformations and map the outputs directly to destination properties in a few clicks, which makes managing large data sets straightforward.

What do you dislike about the product?

My biggest issue with Hightouch is its pricing structure and the recent restrictions on the free tier. The free plan went from allowing up to 25 monthly syncs to a strict cap of just 2 continuous syncs.

What problems is the product solving and how is that benefiting you?

I use Hightouch so we don’t have to rely on custom delta tracking scripts.