What do you like best about the product?

Heap Analytics' autocapture and post-capture event definition combine to enable us to capture everything up-front and to only making the investment to categorize user events that are actually business-significant. This lets us defer investment or even eliminate investment in defining events. It also enables us to avoid the expense of having valuable developer time taken up inserting event capture code throughout the front-end codebase.

The business value of putting the event definitions and taxonomy in the hands of both our Product Manager and Customer Experience Managers has revolutionized the User Analytics and Product Analytics functions in our company. The value of the freed-up opportunity cost to engineering is multiplicative because it really lets engineering focus on development of customer features instead of being distracted by the cross-cutting concerns of implementing user analytics and in particular of implementing taxonomized product analytics.

What do you dislike about the product?

The graphical and data analysis features that come out-of-the-box are fine, but not fancy. We also bought Heap Connect so we do have the capability to define arbitrarily complex queries and visualization on Heap data, but it would be nice to have better capabilities out-of-the-box.

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

We use Heap to:
1. Measure and track customer engagement for our busines-to-business web applications.
2. We use these engagment measures to identify issues in upcoming annual renewal processes and ongoing customer engagement.
3. Measure and analyze the success of new product features and identify areas for improvement in our existing features.