About Smartlook

Smartlook is a cloud- and mobile-based quantitative analytics solution that helps businesses of all sizes with user behavior and insights. Smartlook answers the ‘what’ and ‘why’ behind every user action. Primary features of the software include visitor recordings, event tracking, funnels and heatmaps.

Smartlook provides the option of replaying video sessions to identify customers, see Javascript errors and share recordings within the team. It also features a visitor journey module, which helps users with app integration and recordings segmentation with right filters. Automated event tracking enables businesses to know how visitors perform certain tasks, and conversion funnels provide reports on leads.

Primarily used by industri...


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Supported Operating System(s):

Web browser (OS agnostic)

96 Reviews of Smartlook

Average User Ratings

Overall

4.72 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(74)

74

4 stars

(18)

18

3 stars

(3)

3

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 96 results

April 2019

Cynthia from Conduent

Verified Reviewer

Company Size: 10,000+ employees

Industry: Information Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

April 2019

Smartlooked for awhile now

Smartlook has given time management a new definition. It allows us to save tremendous time and work more efficiently.

Pros

So we've been using Smartlook for some time now and I always thought it was a decent program. Having just gone through an entire tax season with almost every call utilizing this tool, it deserves a second view so to speak. Smartlook allows tech support or agents (in my company) to share screens with their customers. We can see their mouse movements, help them to navigate through the various options and features and troubleshoot errors by literally putting our eyes on it. It works by having the customer provide a code given on the website and this code allows access to their screen through Smartlook. Agents and customers alike have come to rely heavily on Smartlook to help get the support they need and get it in a timely manner. It makes a world of difference when you can see the screen, identify the issue and solve it all at once rather than take precious minutes and hours trying to describe what is going on and another hour trying to describe how to fix it.

Cons

The only thing I can say I least like about this software is that you can only screenshare within the website. Unlike another competition, you cannot screen the customers complete computer screen. If a customer wants to minimize a screen so you can see a document on their computer, for instance, you can't. In my line of work its not a deal breaker at all because the majority of the workflow is within the website.

Response from Smartlook

Replied April 2019

Thanks for your review! This review is not related to Smartlook but more to Turbotax. Please change this, Lukas

June 2019

Laura from Fathom

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2019

Perfect blend of qualitative & quantitative analysis for our measuring our product

Pros

Smartlook is the perfect blend of qualitative & quantitative analysis for our product team. It's given us a new perspective on how users are experiencing our product — from how quickly users can achieve key goals, to what our product looks like on all kinds of weird and wonderful resolutions. The true power of Smartlook comes from how it captures every event that occurs, and then allows you to search seamlessly across all past events. You can also use these events in funnels and analyse where your users are dropping out of key workflows. Since the events are all automatically tracked, we can ask "I wonder how many users have used this feature since it launched?" and get instant answers by searching the pre-recorded events. It's truly mind-blowing! And last but not least, the support team at Smartlook was AMAZING! Our product uses a few layout attributes that the Smartlook recorder wasn't capturing correctly at first. The Smartlook team worked with us over 2 days to quickly resolve the issue to support our use case and now it's all working perfectly.

Cons

There's nothing I'm disliking about Smartlook, although I'm looking forward to more flexibility with pinning stacked event charts (where I'm comparing multiple events) as a single dashboard tile. This would make tracking our key metrics really slick. Mostly I'm just excited to see where they take the product!

May 2018

Faheem from Coucou Egypt

Verified Reviewer

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

1.0

Functionality

2.0

May 2018

Encountered issues often

Found some issues in our application that our visitors were facing.

Pros

The idea is good to view your customer actions in a live way. The platform is easy to deploy without changing your code.

Cons

Will pay more than you get. Data will disappear any day, Application filters don't work. Check alternatives as well.

May 2019

Michal from CDN77

Verified Reviewer

Company Size: 51-200 employees

Industry: Internet

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Great qualitative analytics tool

Smartlook is a great addition to Google Analytics. It provides answers that you can't get from your quantitative data. A must-have for marketing analysts and UX designers.

Pros

Smartlook doesn't sample their recordings in comparison with most competitors. Their support and account management is top notch, wouldn't even consider a change because of them.

Cons

There are some bugs now and then but nothing too annoying. And I always get answers whenever I report them, it doesn't get unnoticed and they work on fixing them. User management is a bit clumsy at the moment but it should get better in the future.

Response from Smartlook

Replied June 2019

Hi Michal, really thank you for your review. Actually we are working on a new user management , to make it more clear. Thanks for your review, Lukas CMo at Smartlook

August 2019

Freedom from Nethrial

Verified Reviewer

Company Size: 2-10 employees

Industry: Consumer Goods

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

ABSOLUTELY PHENOMENAL

We are solving IT issues, abandoned carts, seeing heat maps. Smartlook should be a piece of software that every company has.

Pros

I absolutely love smart look not only for the amount of features that it packs into it but how good those features are, we generally use it for spotting technical issues or seeing the heat maps but its also allowed us to see the main points at which people abandon carts and although we can see that through GA, Smartlook allows us to see what they are looking at when the do it which helps us to narrow down why they left. All of the other features are phenomenal and I just cant fault the support and everything to do with them

Cons

I had no issues with Smartlook at all

Response from Smartlook

Replied August 2019

Hi Doran, thank you for your review! Lukas CMO at Smartlook