Heap
HeapReviews from AWS customer
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Great when you don't know what you don't know
What do you like best about the product?
Heap is our first foray into usage monitoring and it has helped with building a proper set of metrics that allow us to make data-driven decisions for our product.
We're a B2B company and have a cloud based SaaS platform that the staff of our clients are required to use at work. But for the majority of the users it's not as a tool to help them do their day job, its to give them a portal to report/submit things. So we want them to be able to get in, do what they need to do, and get out as quickly as possible. This means that a lot of information and best practice out there on what you should be measuring is irrelevant. So it wasn't really viable for us to use a tool that you had to first define the events you want to track. We didn't yet know what we didn't know about usage of our platform. The joy of Heap is that you connect it up and it starts logging everything straight away. Once we have decided a question we want to ask the data, we define the events or properties and there's already loads of data there to look at as Heap allows you to analyse events retrospectively.
We're a B2B company and have a cloud based SaaS platform that the staff of our clients are required to use at work. But for the majority of the users it's not as a tool to help them do their day job, its to give them a portal to report/submit things. So we want them to be able to get in, do what they need to do, and get out as quickly as possible. This means that a lot of information and best practice out there on what you should be measuring is irrelevant. So it wasn't really viable for us to use a tool that you had to first define the events you want to track. We didn't yet know what we didn't know about usage of our platform. The joy of Heap is that you connect it up and it starts logging everything straight away. Once we have decided a question we want to ask the data, we define the events or properties and there's already loads of data there to look at as Heap allows you to analyse events retrospectively.
What do you dislike about the product?
A lot of the default reports and definitions are targeted at B2C and often relate to marketing. It feels like it's only in recent times they've really started looking at B2B. To use the majority of their recommended reports for Enterprise SaaS you need to connect other data sources to have enough info to answer useful questions. However, for a small company starting it's data management journey those tools are not in the budget. We don't have a stack. So there's a gap there in what they offer, in terms of guidance more than features, that could help users get greater value out of the platform.
What problems is the product solving and how is that benefiting you?
We're no longer relying on anecdotal evidence from our Customer Success team on what our users are doing, and how they use it. The CS team primarily interact with the superusers, the people whose day job is to use it. They're super important as they are often key influencers for churn and renewal. However, the largest cohort of users are those who only need to use the platform infrequently and, prior to getting Heap, we had no visibility on how they were using it. Improving the efficiency of those users is actually a key driver of success for us.
Great for diving into user actions (especially for non-engineers)
What do you like best about the product?
Heap makes it really easy to get quantitative analyses into how customers use your product and where they are dropping off. Using Heap's Event Visualizer, you can check usage of button clicks/actions for every element on your site which is super helpful and enables anyone on your team to analyze user data without necessarily needing to wait for a Data Scientist to run an analysis for them.
What do you dislike about the product?
I wish there were faster ways to run analyses in Heap of integrated actions. To really get into the analysis process, you need to define events for every single action and categorize them before you can start them in analyses. As a result, the learning curve for Heap is high outside tech savvy employees willing to invest the requisite time to learn and use the software.
Event Visualizer is also a great tool but I often run into issues with it working because of AdBlocker or trying to test outside of Chrome.
Event Visualizer is also a great tool but I often run into issues with it working because of AdBlocker or trying to test outside of Chrome.
What problems is the product solving and how is that benefiting you?
I use Heap to identify specific user cohorts based on actions they're taking to contact for user interviews. In addition, I often use Heap to dive into understanding where users are dropping off in product experiences to understand where we can iterate to further improve the user experience.
Best analytics tool I've used
What do you like best about the product?
* Easy to use reports with helpful presets
* Flexible grouping and filtering
* You can define custom events right inside Heap
* You can provide a description for each event/segment so that your coworkers can easily understand it
* Heap keeps track of updates to segment and event definitions, making it easy to spot any anomalies that may have caused by such change
* Dashboards
* Continuously updated product with useful new features like grouping users into Accounts
* Flexible grouping and filtering
* You can define custom events right inside Heap
* You can provide a description for each event/segment so that your coworkers can easily understand it
* Heap keeps track of updates to segment and event definitions, making it easy to spot any anomalies that may have caused by such change
* Dashboards
* Continuously updated product with useful new features like grouping users into Accounts
What do you dislike about the product?
* I would love more features around tracking a ratio between various metrics over time
* Sometimes reports can be slow
* Dashboard functionality could be better: I can't "pin" dashboard settings like observed time range, so that other people viewing the dashboard can see the same time range
* You can mess up a dashboard by updating a report without realizing that it's used in a dashboard
* Sometimes reports can be slow
* Dashboard functionality could be better: I can't "pin" dashboard settings like observed time range, so that other people viewing the dashboard can see the same time range
* You can mess up a dashboard by updating a report without realizing that it's used in a dashboard
What problems is the product solving and how is that benefiting you?
We use Heap as our primary behavioral analytics platform: we build a lot of reports to tie user behavior to various KPIs that our teams drive. We have lots of reports on the platform, and it's very easy for non-analysts to create their own reports.
Recommendations to others considering the product:
Heap Analytics is the best behavioral analytics tool that I've used so far, with powerful reporting capabilities yet very approachable user interface. As a regular user, I'm very pleased with it.
Heap is an essential part of our business
What do you like best about the product?
It lets non developers define events through the event visualizer, which is extremely powerful. That alone empowers the entire team to think about what data to collect and heap makes it incredibly easy to analyze it.
What do you dislike about the product?
It would be nice if it could somehow get retroactive historical snapshot data for events that have been defined but have to do with the DOM. We had one time where our lead capture was broken but theoretically if they have captured the entire DOM at that moment then all those emails are not lost but somewhere in the depths of the data heap has. We could have saved all those leads by capturing the historical data in heap but since snapshots don't show historical data we lost those leads.
Also something that could be super useful is adding a ML feature. Theoretically with user data, item data, and event data, that could all be fed into a ML API that can notice which items/events combos are popular among what users. It would be great to have a way for us to see the underlying trends/correlations that are not readily apparent and hard to see. A good example of an API that does this is Amazon Personalize. If Heap could somehow do what they do with the data provided and then make it easy to start generating recommendations of items for users based on the users actions, that would make Heap the most essential software to any online business and it would separate heap from the rest of the crowd.
Also something that could be super useful is adding a ML feature. Theoretically with user data, item data, and event data, that could all be fed into a ML API that can notice which items/events combos are popular among what users. It would be great to have a way for us to see the underlying trends/correlations that are not readily apparent and hard to see. A good example of an API that does this is Amazon Personalize. If Heap could somehow do what they do with the data provided and then make it easy to start generating recommendations of items for users based on the users actions, that would make Heap the most essential software to any online business and it would separate heap from the rest of the crowd.
What problems is the product solving and how is that benefiting you?
Tracking and viewing engagement metrics, as well the main benefit in my every day use: tracking down errors, finding the source of them and then solving them.
Recommendations to others considering the product:
I highly recommend using heap. It will help the entire team become data focused and free up the developers and the rest of the team to do less time orchestrating the data collection and more time actually thinking/reflecting on the data.
Quality Analytics Tool
What do you like best about the product?
Often times my client asks me “where did this lead come from” and I’m able to trace it back with great detail using heap analytics.
What do you dislike about the product?
It’s got a little bit of a learning curve to it to make it all work.
What problems is the product solving and how is that benefiting you?
Learning more about the user experience when it comes to the website. Can see the flow and the overall sense at what people are looking for.
Recommendations to others considering the product:
If you’re looking for something that enhances the data you get from other products, heap is a nice tool to make that happen.
event
What do you like best about the product?
It is a super easy and perfect analytics system for product marketing and digital marketing specialist.
What do you dislike about the product?
server side tracking is a little difficult as compared to adobe
What problems is the product solving and how is that benefiting you?
Marketing decisions, website optimization, customer journeys
Complete Product Usage Tracking
What do you like best about the product?
The flexibility and reliability are extremely important in building up trust in our product usage data. Being able to track all our platforms, sites, and integrations in one place is a huge time saver and enables broad analysis across the company. Our Growth team consumes data from the S3 integration pretty much continuously and forms the starting point for all of their work in identifying funnel leaks and problems in onboarding new users. Because every event is stored back to the day we implemented Heap we can very quickly define new events to analyze feature usage as soon as it becomes strategically important. No need to look into the future and anticipate every potential event we might want to track!
What do you dislike about the product?
The only problem we have is the amount of training that is required for non-data team members to get into Heap. Having to setup all the graphs and analysis manually requires too much effort for some teams to migrate to Heap.
What problems is the product solving and how is that benefiting you?
We are digging deep into our user journeys as we pivot towards a Product-Led Growth model. Being able to make Sales more efficient with better understanding of free trial usage, Customer Success with watching for churn risk customers, and helping Marketing optimize ad campaigns are all benefits we're seeing from using Heap.
Recommendations to others considering the product:
If you're small enough to use the free level this should be an obvious choice. If your company can afford the investment in Heap, and in the right hands, it will pay for itself.
Insights at your fingertips
What do you like best about the product?
I really like how easy it is to use Heap and how comprehensive the data can be once you add in your custom events. The even visualizer is also an integral tool for the non-technical users.
What do you dislike about the product?
It's difficult to compare multiple graphs and analyze them but I'm sure Heap is already working on a solution for this.
What problems is the product solving and how is that benefiting you?
Heap has helped us understand the impact of our product improvements and monitor the success of our A/B tests.
Recommendations to others considering the product:
Make sure to take advantage of their Customer Success team to get set up and really understand how your organization will benefit from Heap
Good front-end analytics platform
What do you like best about the product?
Very valuable to label events retroactively.
What do you dislike about the product?
Not possible to use any backend metrics in creating graphs.
What problems is the product solving and how is that benefiting you?
Tracking user growth and identifying opportunities to grow faster.
Intuitive Analytics Tool
What do you like best about the product?
It is highly intuitive and easy-to-use without formal training. I appreciate how it is to modify reports and the visualization options (table, chart, export to excel). I also appreciate how easy it is to modify the dates of the data.
What do you dislike about the product?
1) I wish it was easier to compare different reports to one another. It seems like a lot of dependent on how the report as initially set-up. Ie: Comparing report 1 to report 2) I also wish it was easier to total counts (many reports don't do the simple addition for you). 3) Regarding dates, I wish the tool was smart enough to determine launch date, I find that I have to load 90 days for something launched 50 days ago (and the first 40 days are all flat numbers with not data), having launch date to current would be a helpful tool. 4) Many of my reports are for our home page, I would love if I could get quick glimpse into how they compare to each other. This would allow me to see overall usage on the page versus just each specific report in a silo (not related to other established reports)
What problems is the product solving and how is that benefiting you?
Understanding utilization/activity to drive future initiatives. We have a better eye into what our customers heavily utilize and what is cluttering our site (yet not getting much usage).
Recommendations to others considering the product:
Bookmark it in your browser! I also recommend playing around with the reporting functionality, its very optimizable.
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