Heap
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Extensive analytics platform with incredibly proactive customer support
What do you like best about the product?
Auryc's platform is very extensive, from traditional web analytics reporting dashboards to heatmaps to screen recordings.If you have a question that needs answered, the tool likely has the answer.
What do you dislike about the product?
There is a slight learning curve to using the platform, but that's partially because of the breadth of features. Auryc also provides such extensive customer support that one can easily ask questions and receive trainings.
What problems is the product solving and how is that benefiting you?
Auryc is helping with measurement around KPI tracking, identifying bugs, streamlining customer support, tracking funnel performance, and eliminating confusion in our funnel. The ability to replay sessions has significantly improved our ability to understand confusion and struggles for users in our funnel.
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.
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
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.
Heap - WSYWIG insights
What do you like best about the product?
Heap is incredibly user-friendly. It captures the vast majority of needed data immediately and, for front-end events, allows those data to be defined after-the-fact using a point+click tool. Collecting server-side events is also easy, and it integrates quickly w. aggregating tools like Segment.
Once you have all your sources set up, conducting analyses is as straightforward as it gets, and sharing/dashboarding those analyses is push-button simple. Their tooling covers everything from unique counts / sums / averages / minmax to funnels, path analysis, and influence analysis.
All of these features work easily across environments (eg dev & prod) allowing for analytics testing before deployment.
Once you have all your sources set up, conducting analyses is as straightforward as it gets, and sharing/dashboarding those analyses is push-button simple. Their tooling covers everything from unique counts / sums / averages / minmax to funnels, path analysis, and influence analysis.
All of these features work easily across environments (eg dev & prod) allowing for analytics testing before deployment.
What do you dislike about the product?
You can only export 5k rows to excel, which limits our ability to conduct analysis outside of the tool without streaming to another DB for export.
Analysis by hour or date-cohort is also tricky inside of Heap, but this is really a value-add feature vs. a requirement.
Finally there are little finnicky pieces that need attention - for example, if you have set up filters / groups and then change the initial query parameters, those filters/groups need to be recreated. This is just a hassle, though, not a deal breaker!
Analysis by hour or date-cohort is also tricky inside of Heap, but this is really a value-add feature vs. a requirement.
Finally there are little finnicky pieces that need attention - for example, if you have set up filters / groups and then change the initial query parameters, those filters/groups need to be recreated. This is just a hassle, though, not a deal breaker!
What problems is the product solving and how is that benefiting you?
Heap is our primary external analytics tool. We use it for A/B testing, cohort analysis, funnel analysis - just about anything that doesn't require clicktracking video (e.g. fullstory), error feedback (e.g. logrocket), or highly multivariate manipulation (excel).
Having events replicate between dev & prod speeds up our ability to test, validate, and launch new features because we can guarantee that we'll have tracking on them when they're live.
Being able to easily share dashboards & analyses keeps the entire team on the same page, and being able to annotate those views ensures that details / nuances are easily surfaced.
Having events replicate between dev & prod speeds up our ability to test, validate, and launch new features because we can guarantee that we'll have tracking on them when they're live.
Being able to easily share dashboards & analyses keeps the entire team on the same page, and being able to annotate those views ensures that details / nuances are easily surfaced.
Best tool for cross-platform product analytics
What do you like best about the product?
It is easy-to-install due to autocapture of events feature.
No code is needed, no need to predefine events that we want to track.
Heap tracks not only clicks but also page views, submits, sessions and changes.
They have an education platform Heap University to upgrade analytical skills.
Their Sales and Customer Success are very responsive, patient and happy to help at any stage of onboarding process.
The pricing is not the lowest but still more affordable than some other tools on the market.
No code is needed, no need to predefine events that we want to track.
Heap tracks not only clicks but also page views, submits, sessions and changes.
They have an education platform Heap University to upgrade analytical skills.
Their Sales and Customer Success are very responsive, patient and happy to help at any stage of onboarding process.
The pricing is not the lowest but still more affordable than some other tools on the market.
What do you dislike about the product?
I can't say there is much to dislike, only minor things:
As any analytical tool, it takes some time for learning and adopting a tool.
It doesn't have autocapture for desktop native apps.
Heap doesn't work with the latest Jetpack compose yet.
The roles defined in Heap for managing it are not very clear and require additional explanation.
As any analytical tool, it takes some time for learning and adopting a tool.
It doesn't have autocapture for desktop native apps.
Heap doesn't work with the latest Jetpack compose yet.
The roles defined in Heap for managing it are not very clear and require additional explanation.
What problems is the product solving and how is that benefiting you?
Our team was looking for a cross-platform solution that allows us to track our users from their acquisition to churn, see how they move between platforms, switch paid plans, adopt features and become inactive and answer the main question of WHY.
Once installed we have immediately seen how valuable this information can be not only for the product team, but also for developers, sales and marketing.
While selecting a tool we had some concerns about the efforts that would be needed in order to install and support such add-on to our platform, but in fact, our development team has been super-excited to see how easy it is. It also allowed us to remove some other tools that we've been using before because now we can have one source of truth.
Now, when launching a new feature, we no longer need to wait for Analytics department to come up with certain metrics or for developers to set up events before the release, all this happens automatically.
Once installed we have immediately seen how valuable this information can be not only for the product team, but also for developers, sales and marketing.
While selecting a tool we had some concerns about the efforts that would be needed in order to install and support such add-on to our platform, but in fact, our development team has been super-excited to see how easy it is. It also allowed us to remove some other tools that we've been using before because now we can have one source of truth.
Now, when launching a new feature, we no longer need to wait for Analytics department to come up with certain metrics or for developers to set up events before the release, all this happens automatically.
Recommendations to others considering the product:
If you have multiple apps, Heap will be your go-to solution and most valuable spent for the budget.
Use their trial to see how easy it is to install and use and I'm sure all your teams will be happy to use it as well.
Use their trial to see how easy it is to install and use and I'm sure all your teams will be happy to use it as well.
Intelligent platform, with even more intelligent customer support
What do you like best about the product?
Heap University hands down. It helps you scale up quicker than you’d ever think.
What do you dislike about the product?
As expected, the learning curve is relatively steep. Creating and defining all the events is very tedious and the UI could be a bit better to guide you through this process.
What problems is the product solving and how is that benefiting you?
Our product team is using it to answer questions on the fly.
Recommendations to others considering the product:
None at this stage. Relatively new to the platform.
Heap provides us with the critical data we need
What do you like best about the product?
The fact that once you add the Heap code to your website, every interaction is captured. You just need to worry about mining that data. No need to set up goals and not have the data from before the goals were setup.
What do you dislike about the product?
Heap is extremely powerful and can be a challenge for more novice users.
What problems is the product solving and how is that benefiting you?
Knowing with confidence what is happening on our website solves all sorts of problems and also presents opportunities.
Recommendations to others considering the product:
Designate someone (or a few people) to become your in-house Heap guru. Not everyone will have time and having at least one or a few people well-versed in Heap is extremely helpful.
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