Heap
HeapReviews from AWS customer
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The pure power of analytics brought to you by Heap.
What do you like best about the product?
Heap's approach as a program of recording everything to be analyzed later. Unlike other services that require you to select what you are going to analyze and then the recording process begins. Instead, with Heap, once you install it, it starts recording all your users' interactions and retroactively analyzing the information and splitting it up.
What do you dislike about the product?
There is nothing I don't like about Heap, it's a fantastic program.
What problems is the product solving and how is that benefiting you?
With Heap understanding my users and creating strategies to guide them to conversion, retain them longer, increase engagement, and most importantly, solve problems experienced on my sites, is extremely easy. Heap analyzes all the information and its functions allow me to observe everything each user does and use it to my advantage to provide them with the best experience and ensure sales and loyalty.
Recommendations to others considering the product:
It is somewhat expensive, but worth it, the amount of information and detail you can have with Heap is great and any company interested in knowing their customers and users in depth should consider this program to integrate it into their business model.
Giving the best in customer service
What do you like best about the product?
What I like best about this product is the ability to preview what the customer has done so that I can help them understand the proper way to complete the process and provide exceptional customer service to their own external or internal customers.
What do you dislike about the product?
So far after using the product for a short period of time, nothing has stood out that would make me dislike the product or its features. I think as time goes on, there might be some minor tweaks, but as of right now and what I use it for, it is a very powerful product.
What problems is the product solving and how is that benefiting you?
I am able to see what my customers are doing before I actually get on the phone and troubleshoot the issues with them. I can go back and see in real-time the events that lead up to the issue or situation. By doing this, it has given me the ability to provide more accurate and timely information or training to my customers to help or avoid situations.
Great for building quick reports in order to answer questions promptly
What do you like best about the product?
With Heap, I'm able to quickly run reports and provide metrics on the fly. My colleagues appreciate not having to wait a long time for answers. They credit me with that, but I tell them it's because Heap is so easy to use. It's also been easy to define events myself using the Live Visualizer. Creating funnels is one of my favorite ways to analyze and it's been helpful for my customers too, as it allows them to easily see points of confusion or frustration with checkout, customer registration, etc.
What do you dislike about the product?
One thing I dislike is the lack of options or flexibility for the graphs and formatting. For example, for ratios and percentages, I'd like to be able to choose how many places past the decimal to show. For graphs, I'd like to be able to change the title, colors for lines/bars, etc. It all boils down to making it more visually appealing for my customers and easier for them to understand. I routinely bring the data into Tableau or Excel so I have more flexibility.
What problems is the product solving and how is that benefiting you?
The problem I'm helping to solve is lack of understanding of different user profiles on our ecommerce sites. Heap has helped us uncover lots of insights to further our knowledge, which of course leads to more questions. We've been able to easily find points of friction or significant drop off in some tutorials and the checkout process. As a result, we implemented changes and noticed improvements.
Recommendations to others considering the product:
Check out the Heap 101 and 102 courses to learn more. Also, talk to other companies/analysts who have used Heap and other tools.
SaaS Product Visibility at Scale
What do you like best about the product?
Heap's client side approach of record everything and analyze later allows us to de-couple the product analytics iteration process from the development process. It ensures we maintain quick iteration on product features and have the ability to revise and maintain selectors as the product evolves.
Funnels are a very powerful and easy way of understanding user journeys and potential bottlenecks
Funnels are a very powerful and easy way of understanding user journeys and potential bottlenecks
What do you dislike about the product?
Relying solely on the client-side API can result in data integrity issues due to script blockers, but this isn't a problem unique to Heap.
What problems is the product solving and how is that benefiting you?
- Understanding platform usage patterns
- Building usage profiles by customer segment
- Identifying early indicators of user churn or user upsell potential
- Building usage profiles by customer segment
- Identifying early indicators of user churn or user upsell potential
Web UI
What do you like best about the product?
Quick snapshot of what's happening with the website sales
What do you dislike about the product?
not flexible enough for customization. need to download and manipulate data offline often
What problems is the product solving and how is that benefiting you?
improving site conversion and optimize traffic
User-friendly & reliable product analytics!
What do you like best about the product?
The fact that I do not have to rely on engineering resources in order to create new tracking events in our product is game-changing. I also love the fact that Heap's data is reliable & trustworthy. I know that whatever report I run will accurately reflect our users' activity on our platform. Our CSM has also gone above and beyond with speedy responses, creative thinking when it comes to different challenges, and has shared best practices that her own team employs to monitor customer health & usage.
What do you dislike about the product?
Not so much a dislike, but there is so much that you can do in Heap that it is sometimes overwhelming. I feel like we've barely scratched the surface in terms of the variety of reports we can build.
What problems is the product solving and how is that benefiting you?
Our Customer Success team is using Heap to monitor usage & adoption across our customer base on a daily, weekly, monthly and quarterly basis. Our Product team is using Heap to also measure adoption and better understand what areas of the platforms are being used or not used.
Heap of insights
What do you like best about the product?
Heap is an excellent platform for analyzing the work that we do. We are a B2B company, that works with other B2B firms, primarily, so the use case is a little atypical from some of what you might hear about in a Heap pitch deck. That said, the platform has been indispensable for our product and design teams to better understand our customers needs. We can monitor activity with a gentle touch, and thereby engage our customers thoughtfully and efficiently. We can see when we have improved our applications for better customer outcomes without having to constantly engage them in time-consuming focus groups. We also make use of Heap Connect to enrich our analyses with first party data, and we also integrate with AppCues to let our customers know that our product lifecycle is continuing to respond to their stated and implied needs.
What do you dislike about the product?
We are extremely happy with Heap, and continue to value their partnership. They have heard directly from us regarding potential feature enhancements, and we have confidence that they will continue to deliver on those discussions. There is nothing to add in a critique.
What problems is the product solving and how is that benefiting you?
We have used Heap to monitor migrations, UI improvements (both in structure, and in backend responsiveness issues), and to help direct our product efforts through appcues-generated surveys. We use it a lot of different ways, and it continues to pay off in better customer retention and overall satisfaction.
Recommendations to others considering the product:
Get the top-tier support if you can. Well worth it. We get excellent results.
Review
What do you like best about the product?
Ability to create definitions and events
What do you dislike about the product?
Sometimes, when I have created an event, the data from the past is not accurate
What problems is the product solving and how is that benefiting you?
Analytics on the usage. Helps make meaningful decisions on changes and improvements
Recommendations to others considering the product:
Learn to use the tool before trying to setup your definitions
Nice Analytics Tool
What do you like best about the product?
The fact that Heap has the ability to retroactively track elements within a site or app is really great.
What do you dislike about the product?
I don't find it as easy to breakdown metrics in Heap as I do with Adobe Analytics. Additionally, Heap seems to be missing somewhat basic information like Bounce Rate.
What problems is the product solving and how is that benefiting you?
Better understanding how customers interact with our app.
New Marketing User
What do you like best about the product?
The possibility of creating funnels for reporting on our marketing campaigns and website and app analytics.
What do you dislike about the product?
While implementing this software we had multiple users creating events that were similar or identical, so then it was tricky to understand which events to pull for each purpose, and which events were a source of truth.
What problems is the product solving and how is that benefiting you?
User acquisition and user behaviour on our website and platform.
Real time reporting, retroactive reporting, custom reports for our different channels.
Real time reporting, retroactive reporting, custom reports for our different channels.
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