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.

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10 Reviews of Smartlook

Average User Ratings

Overall

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April 2019

User Profile Picture

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

November 2020

Chryso from Stronde

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2020

Great for UX optimisation

We are generally loving so far the functionalities it offers to our team to be able to understand the digital behaviour of our users with our beta tool

Pros

The functionalities it offers, especially when starting as a freemium user. The UX is simple, automatically tracking important events that can be used to set up a funnel, the fast forward option and the highlighted elements you can review, etc.

Cons

We are not using the Heatmap functionality, and we believe there can be an improvement on that feature. We are using a separate provider for that.

Reasons for Choosing Smartlook

It had better options as a freemium user and also better UX for the video tracking element

Response from Smartlook

Replied November 2020

Thank you for your feedback and nice words! I will share it with our development team. - Tomas

May 2021

Prokop from DX Heroes CZ s.r.o.

Company Size: 2-10 employees

Industry: Information Technology and Services

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Functionality

5.0

May 2021

DX Heroes review

Smartlook has a clean UI and it's easy to set up. I wouldn't say I like the blocking page after the trial ended because I wanted to show SmartLook to my colleague first before we decide if it has enough value for our business.

Pros

It's better than HotJar and I want to support Czech startups instead of foreign startups. :) The UI is much better than in HotJar.

Cons

I am still not sure if the first plan has suitable value for the money. I really appreciate the extended trial period.

Reasons for Choosing Smartlook

Czech company, friendly UI/UX and good value for the product (but not yet for us).

Reasons for Switching to Smartlook

Support Czech startup; better UI

May 2021

Courtenay from Software consulting

Verified Reviewer

Company Size: 1 employee

Industry: Veterinary

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2021

Great free trial and even the free tier is awesome

Seeing the precise actions taken on a website is amazing

Pros

Its so easy to install, works great, shows exactly how someone interacts with an app, and provides easy filters to see what you need.

Cons

Sharing specific recordings isn't as easy as sharing a YouTube link, but I can understand why!

Reasons for Choosing Smartlook

Free trial, ease of implementation

March 2021

Sagar from House of Being Technology Private Limited

Verified Reviewer

Company Size: 2-10 employees

Industry: Mental Health Care

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

First tool to use if you're creating a mobile app

Great app to do qualitative analytics in user's natural environment helping faster product development. This enables better prioritisation decisions.

Pros

Ability to view each session and understand UX issues without having to wait for user feedback

Cons

Inability to create custom tags for users for easier identification in case where we want to view the recordings anonymously.

Reasons for Choosing Smartlook

Better focus on Mobile apps with good pricing

May 2019

User Profile Picture

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

February 2021

Alvin from Cyrkl.com

Company Size: 11-50 employees

Industry: Renewables & Environment

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

February 2021

Trial User for Heatmaps

Pros

Our main focus was on heatmaps, it was the reason why we implemented it. It give us great insight into our customers behavior and it is nicely visualized in Smartlook.

Cons

It would be nice if there will be some opportunity to download done heatmaps

February 2021

Colton from Mortarr

Company Size: 11-50 employees

Industry: Design

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

February 2021

Smartlook provides a Smart Look at Users

Smartlook as enabled us to be more knowledgeable about our users, and thus prioritize enhancements that truly benefit the user.

Pros

I appreciate how easy it is to start getting user insights from your website. Immediately we could see places on our site that could be enhanced because of being able to see our user's pain points more clearly.

Cons

The "Pick an event on page" feature would have been nice to use, but didn't work with our Google Tag Manager implementation.

November 2020

Sean from MediumInteractive.com

Verified Reviewer

Company Size: 2-10 employees

Industry: Marketing and Advertising

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2020

Easy setup, reporting, and sharing capabilities — even on the free version!

Overall, I feel this is a great tool for gaining insight into how users are experiencing websites. Within a few minutes, I can now spot where users get confused and our team can think of ways to encourage action.

Pros

I like that this product makes me look credible to my clients. Many people fear using screen recording because they think it is hard to do, but I can easily set this up and share recordings with my clients in minutes... for free. Also, the ability to set up filters is great; which is also free.

Cons

I do not like that all data is blocked after 1500 monthly visits on the free version — for all websites contained in one account. I would like it better if this number were specific to each website.

Response from Smartlook

Replied November 2020

Thanks you for your review

April 2021

Maranda from Mortarr

Company Size: 11-50 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

April 2021

Useful + Insightful

Smartlook has provided us with great information on how our users are interacting with our site.

Pros

Heatmaps, Detailed click information, and the opportunity to funnel events to track where churn is happening.

Cons

There's a small learning curve to get the information set up and flowing correctly.