Heap
HeapExternal reviews
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Game changer for our Product AND Marketing Teams; Never going back to GA!
What do you like best about the product?
We love how Heap auto-captures all event data without requiring prior definition on our back-end. This frees up our valuable engineering resources to go focus on higher priority initiatives.
The reporting console is self-explanatory and also enables our team members who are less technical savvy or not versed in SQL to build reports on their own without requiring assistance from more technical team members.
Visualizations are also key for us. The standard event visualizations in the Heap dashboards make the charts and reports easy for our teams to share out to leadership.
We have Heap installed on three separate sites. First is our corporate website, second is our customer portal, and third is our internal SaaS platform used by our coordinators. Heap enables us to track event data across all three without having to worry about data crossover between the platforms. It also allows us to maximize our ROI by sharing our costs across multiple projects.
The reporting console is self-explanatory and also enables our team members who are less technical savvy or not versed in SQL to build reports on their own without requiring assistance from more technical team members.
Visualizations are also key for us. The standard event visualizations in the Heap dashboards make the charts and reports easy for our teams to share out to leadership.
We have Heap installed on three separate sites. First is our corporate website, second is our customer portal, and third is our internal SaaS platform used by our coordinators. Heap enables us to track event data across all three without having to worry about data crossover between the platforms. It also allows us to maximize our ROI by sharing our costs across multiple projects.
What do you dislike about the product?
Very little. The training time was minimal for Heap.
I wish there was more self-service training for new team members, as I currently spend 1-3 hours training each additional team member that wants to utilize Heap. If Heap hosted live recurring onboarding sessions for new team members, that would free up additional time for me to spend on my primary role as a product manager. These sessions could be hosted on a monthly cadence, for example.
I wish there was more self-service training for new team members, as I currently spend 1-3 hours training each additional team member that wants to utilize Heap. If Heap hosted live recurring onboarding sessions for new team members, that would free up additional time for me to spend on my primary role as a product manager. These sessions could be hosted on a monthly cadence, for example.
What problems is the product solving and how is that benefiting you?
Previously, we had not invested in event analytics due to the high engineering cost of implementing each event definition via Google Analytics. We were "flying blind." Heap solved this for us by effectively replacing the engineering function of defining each event definition.
Since Heap captures all events automatically after the initial Javascript implementation, we're able to retroactively define events and run historical analysis without having to worry about defining a new event upon implementation.
We also didn't understand user behavior well on our customer-facing platforms. Heap helped us better understand the most commonly performed functions on our platform, and analyze them further. We realized that customers were performing extra clicks to copy ID's in our customer portal, which was also causing them to switch between screens more commonly. This level of insight led us to implement a new copy widget on our platform, which reduced customer clicks by 2/3 and reduced time to complete the same task by 50%. Such a user study would have taken a month of manually scheduled user tests to complete, but Heap enabled this study via software.
Since Heap captures all events automatically after the initial Javascript implementation, we're able to retroactively define events and run historical analysis without having to worry about defining a new event upon implementation.
We also didn't understand user behavior well on our customer-facing platforms. Heap helped us better understand the most commonly performed functions on our platform, and analyze them further. We realized that customers were performing extra clicks to copy ID's in our customer portal, which was also causing them to switch between screens more commonly. This level of insight led us to implement a new copy widget on our platform, which reduced customer clicks by 2/3 and reduced time to complete the same task by 50%. Such a user study would have taken a month of manually scheduled user tests to complete, but Heap enabled this study via software.
Receptive to feedback and consistently making improvements
What do you like best about the product?
- User-friendly tool that allows us to crowdsource insights across the company
- Debugging view and event visualizer make it easy to define events
- Ability to enrich our customer data by seemlessly integrating with our tech stack
- Receptive to feedback and consistently deploying new features and views that can improve performance
- Debugging view and event visualizer make it easy to define events
- Ability to enrich our customer data by seemlessly integrating with our tech stack
- Receptive to feedback and consistently deploying new features and views that can improve performance
What do you dislike about the product?
- Dashboard feature is limiting, i.e., I would like to be able to filter by attributes instead of dates
- Ability to calculate lift in reports for AB testing
- Non-technical people find it hard to navigate and tag events without one-on-one guidance
- Property definition and usage is a bit complex
- Cannot include two properties in group by in a funnel
- Ability to calculate lift in reports for AB testing
- Non-technical people find it hard to navigate and tag events without one-on-one guidance
- Property definition and usage is a bit complex
- Cannot include two properties in group by in a funnel
What problems is the product solving and how is that benefiting you?
- User navigation across the website
- User interaction with features on our website
- Deep dive into AB tests, i.e., funnel, path, and retention of cohorts
- Time-series analysis of consumer behavior
- User interaction with features on our website
- Deep dive into AB tests, i.e., funnel, path, and retention of cohorts
- Time-series analysis of consumer behavior
1 ups Mixpanel, allows team to self serve their own data
What do you like best about the product?
The auto-tracking is irreplaceable. There were so many times over the years where I forgot to track an event in GA or Mixpanel. With Heap, I never have to worry about missing something -- and not even that, these events are tied to product actions and revenue.
I'd add that the Heap University training is one of the best product trainings I've been apart of. I was able to learn my way through Heap in an afternoon.
I'd add that the Heap University training is one of the best product trainings I've been apart of. I was able to learn my way through Heap in an afternoon.
What do you dislike about the product?
It's an enterprise product, so buying it, getting it set up took quite a bit of time across all teams. They were great helping. Our AE, Tim, was excellent. We'd buy again, but it's a bit more than adding a simple script on your site, especially if you want custom properties, or have multiple domains.
There's not much to dislike. They do a great job at onboarding, training, and the support is friendly.
There's not much to dislike. They do a great job at onboarding, training, and the support is friendly.
What problems is the product solving and how is that benefiting you?
We're using Heap on our marketing site and inside our web app. Our product managers have used it to test theories. They're able to self-serve their data without needing an engineer. Our marketing team uses heap for CRO. Our content team uses Heap to test product CTAs in our content. Our content team has been able to drive more trials by optimizing the CTAs we have tracked.
Recommendations to others considering the product:
Heap can be a costly tool; however, in time saved, it's worth it. Not needing engineering to tag events or forgetting to tag gets expensive. We firmly believe Heap is worth the cost in time saved, not to mention in optimizations that will create more revenue.
Amazingly intuitive product and a phenomenal customer service and team behind it
What do you like best about the product?
It's hard to pick between the product and the team, but I'd say that Heap's customer service team is one of the most significant contributors to the positive user experience I've had so far. All of the solutions engineers that I've come across through my support tickets have been nothing but helpful, responsive, and thoughtful, not to mention competent at problem-solving. That said, Heap itself is a great product so I haven't had any frustrating experiences using it - I've only had to reach out to support when I wanted to use Heap in a particular way and needed assistance on implementing it.
What do you dislike about the product?
I think there could be a slightly steep learning curve to build reports and create custom events, but I think that comes naturally when you build such a powerful product that's meant to be used by technical and non-technical folks alike. The phenomenal account team compensates for this by offering free training and support.
What problems is the product solving and how is that benefiting you?
We rely on Heap tremendously for our reporting and data analytics. It's been helpful for me as a non-data analyst to self-serve my data needs by quickly pulling in data or perusing user information for tidbits of insight.
Easy and Insightful platform to use!
What do you like best about the product?
I like that you can use Heap easily to analyze user behavior, determine patterns and diagnose errors. I appreciate the clean interface and ease of use!
What do you dislike about the product?
Sometimes Heap does take a while to load or will freeze, this doesn't happen too often. There is a bit of a learning curve when using Heap, it would be helpful to have more helpful tips!
What problems is the product solving and how is that benefiting you?
We are able to diagnose and analyze errors with our product through Heap, as well as have insight on any user errors that we can help solve!
Love Heap
What do you like best about the product?
Heap is intuitive and fills the gap of many other web analytics tools, but also works with many existing tools (such as Marketo and Google Analytics).
What do you dislike about the product?
It's a bit hard to switch to thinking about user-based analytics and sometimes require new events to be defined. Luckily, to define events, the system is super intuitive and marketing-friendly. There is also a limit to how many refinements you can make to a query; this requires multiple reports to be pulled to dig into any issues found.
What problems is the product solving and how is that benefiting you?
We optimize channels for 5-month ROAS; Heap provides tracking customer cohorts over a period in time in a very practical way where segments can easily be layered and shared with the team.
Great Synergistic Analytics through Heap
What do you like best about the product?
The conversion funnels are incredibly useful and very insightful
What do you dislike about the product?
I wish it were easier to connect Heap to our existing data that isn't on our website directly.
What problems is the product solving and how is that benefiting you?
We are solving conversion funnels. We have been able to properly examine how borrowers move through our funnel and start to question why.
Heap is a game-changer
What do you like best about the product?
Heap is user-friendly for all types of people. I love that I don't need to know SQL. I don't have to bug my engineers to tag/track every interaction I'm interested in.
What do you dislike about the product?
Some of the terminologies are hard to follow. For example, I still don't understand the best use cases for properties. I also don't think I'm using the tool's full potential because I don't know how to use the group or filter functions. They all seem like the same thing to me.
What problems is the product solving and how is that benefiting you?
Understanding trends in site traffic and understanding user behavior.
Great insights and simple to use
What do you like best about the product?
Using the Visualizer to add events is a game changer
What do you dislike about the product?
events detail is a bit tough to reason about
What problems is the product solving and how is that benefiting you?
Basic analytics: how many users, where do they go, what do they do?
Incredible insights to all events and funnels on your website.
What do you like best about the product?
I can create detailed insights into any of the interactions with our site by users. If you can think it you can create a report for it in Heap.
What do you dislike about the product?
I wish we were able to show data points on the line graphs
What problems is the product solving and how is that benefiting you?
Seeing how users interact with our funnels and where our huge drop-offs are for us to address. We are able to look at how all of our marketing channels are performing and allows us to find opportunity.
Recommendations to others considering the product:
If you want to know how each aspect of your website is performing and get incredible info on
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