All Smartlook Reviews
1-25 of 75 Reviews
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John
2 - 10 employees
Used less than 2 years
OVERALL RATING:
5
Reviewed April 2022
nice piece of kit
Grisell
Verified reviewer
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2018
Getting analytics from the visitant view is a great tool nowadays.
With this type of solutions we can know if our visitors have problems when making a purchase, or find a button, for example, as well as verify the most common actions within a specific page. Record even the visits made from phones and tablets, always leaving the videos saved for 3 days in the app (you can extend the number of days by inviting friends to use the solution) and for three months in the cloud (videos that we consider more tools). In addition to the video we will also see the visitor's IP address, location, browser, traffic source and time spent on the page, so it is a perfect complement to analize.
CONSThe limit is too short, but it's enough if your website don't have millars of visits. Lately the tool has not recorded several sessions. Now blocks checkout page on free version. A world map of all the users connections, would be usefull.
Vendor Response
Thank you very much
Replied March 2018
Laura
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
Perfect blend of qualitative & quantitative analysis for our measuring our product
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.
CONSThere'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!
Vendor Response
Hi Laura, thank you for your review! Lukas CMO at Smartlook
Replied January 2021
Faheem
Verified reviewer
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed May 2018
Encountered issues often
Found some issues in our application that our visitors were facing.
PROSThe idea is good to view your customer actions in a live way. The platform is easy to deploy without changing your code.
CONSWill pay more than you get. Data will disappear any day, Application filters don't work. Check alternatives as well.
Vendor Response
Hi Faheem, thank you for your review! Lukas CMO at Smartlook
Replied January 2021
Aliya
Verified reviewer
Consumer Goods, 10,000+ employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Great way of deriving customer insights
Overall I am having an amazing experience of using this tool. This software has provided ways to the users like never before in terms of user behavior. This is a software that just feeds and records all of the users surfing over websites and in mobile apps which is a great thing because this innovative feature allows users to inculcate and derive information by filtering out millions of recordings in absolutely no time.
PROSMoving on to the pros of this platform, this software is a great solution due to so many things. First of all, the heatmaps within the software are so useful. Moreover, this software is always showing important information like IP addresses and even country data on the user interface so that it gets easier for the users. Also, this platform provides an easy way of recording all of the user sessions which I find very useful and insightful which can help me in the later stages when it would come to explore consumer insight.
CONSThe mobile applications need more improvement in the sense that new updates are required which work well with phones as this can facilitate the overall experience a lot and can take the user experience a few notches higher. Moreover, the dashboard needs to be improved as well so that the user interface feels more convenient and easy too.
Anonymous
2-10 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2019
Discover how your users browse your website.
I activate Smartlook on my website once a week to collect hundreds of videos and review them during the week. In this way I discover possible failures or improvements and apply them.
PROSSmartlook is a great tool that helps to know how users use your web page. Smartlook records videos of how users navigate, giving you basic information such as what browser you use, the country of origin, the device ... Thanks to these recordings you can discover possible improvements or failures in your web page. You can understand better because users can not complete a process and work to give them a better experience. In addition to the recordings, in Smartlook you can create heatmaps and funnels to have a better control of objectives.
CONSIn the SPA web pages the heatmaps do not work correctly. In addition, by default the CSS cache is activated and if you make changes to your web page it takes time to update them, because of this, you may be watching recordings that apparently have errors but in reality it is the fault of the cache.
Vendor Response
Hi, thank you for your review! Lukas CMO at Smartlook
Replied January 2021
Anonymous
11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
2
FUNCTIONALITY
5
Reviewed May 2019
Big brother helps you sell better
Overall very very recommended especially if you are in a debugging or Beta stage.
PROSI LOVE this software as it has really helped us track down user issues that get reported. In the past when a customer reported a bug we would test and try and wouldn't always find the issue as it can't always be replicated. Could be the customer had an issue because of some Server load or because some process was running, we were never really sure. With Smartlook we know! We can find the customers session and find where they had trouble and watch the user experience. We can check if there were JS errors that don't normally occur for them or if there were glitches for a specific browser, all with ease.
CONSThe geolocator doesn't always match the geolocator we have on the site which means that it isn't always easy to find someones session.
Vendor Response
Thank you for your review, Lukas CMO at Smartlook
Replied May 2019
Kevin
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed September 2018
Clever software shame about the after sales service
I found it very disappointing that I was only offered a credit and not a refund of the VAT that should not have been charged to a UK based business. After several emails to their support team they no longer even reply. BEWARE!
PROSThe insight to offers to client on boarding is invaluable.
CONSIf you are a European customer and don't want to be charged VAT that you cannot recover the sign up flow is very misleading. Although the VAT is offered as a credit note they refused a refund.
Vendor Response
Hi Kevin, we are sorry for misunderstanding in communication with our customer care team. After checking ticket where you discussed the issue with VAT, we came to a conclusion that this problem was caused by not filling VAT ID in your order and thus VAT 20% was automatically included. In case our customers forget to add VAT ID and later on ask for a refund, it has an impact on our accounting and thus we try to agree on credit settlement. However, when a customer doesn't agree with credit, we refund the VAT back to the credit card. In your case, we have already sent you credit (we cannot undo this operation), but we understand this was not accepted by you and thus we just sent a refund on your credit card too. Thank you for your understanding. Dalibor Houfek, COO at Smartlook
Replied September 2018
Anonymous
51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Good price great results
I'm impressed with the platform especially all th features you get for the price. I have tried other platforms that have a portion of this feature and for the mid in beta while Smartlook has really thought out the different metrics and filters.
PROSIts easy to use with a ton a filters to filter users by location, page details, and other website activity. Y our even able to not only filter out your companies IP address but star valued users to continuously look at hate website behavior. It's easy to share the videos and view them to notice trends or issues amongst users.
CONSIt doesn't archive the videos past a certain time frame it also isn't super easy to sort by date
Vendor Response
Hi, thank you very much for your review and feedback. We will add it to our Trello feedback borad. Lukas CMO at Smartlook
Replied December 2018
Roman
Verified reviewer
Marketing and Advertising, 11-50 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
Good tool to record videos of customer's visits
SMartlook is a good and reliable solution to record how users interact with your website. You can try the trial version to check how this product is working and fits your needs. Usable function to set up your own goals and filter visits using them.
PROS- Can record videos with users behavior on your website - Tracking clicks and interaction with the website's elements - You can filter visits by geolocation, platforms, devices, etc. - Dashboard with main metrics on main screen - Have trial version and free version with 1000 recordings per month - You can set up your own goals and filter visits with them
CONS- Limit of 1000 visits in free version - It's not a cheap solution - Supports integration with CRM systems, but you don't have ready ones and you need to write your own
Reason for choosing Smartlook
Smartlook is more reliable solution
Vendor Response
Hi Roman, thank you for your review! Lukas CMo at Smartlook
Replied November 2019
Courtenay
Verified reviewer
Veterinary, 1 employee
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2021
Great free trial and even the free tier is awesome
Seeing the precise actions taken on a website is amazing
PROSIts so easy to install, works great, shows exactly how someone interacts with an app, and provides easy filters to see what you need.
CONSSharing specific recordings isn't as easy as sharing a YouTube link, but I can understand why!
Reason for choosing Smartlook
Free trial, ease of implementation
Anonymous
10,000+ employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
3
Reviewed April 2022
Using this tool is a breeze, and it provides helpful suggestions
To learn more about how our customers use our websites, we employ Smartlook. We can track visitors' actions with the help of Smartlook in a way that we can't achieve with other analytics solutions. In other words, we now know how to improve the user experience. Smartlook helped us discover what issues our customers were having as they completed the checkout process. As a result, we saw an increase in our website's conversion rate.
PROSWhen you're trying to get a better understanding of a new feature, recordings come in handy. Using Smartlook's many filtering options, we can quickly locate what we're looking for. It's also critical for future development to keep an eye on how customers go through funnels.
CONSSome features of Smartlook irritate me, such as the inability to compare A/B test heatmaps and recordings on the same map or video. Having the ability to filter recordings and heatmaps through Google Optimize would be quite beneficial.
Kajetan
Marketing and Advertising, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
Smartlook user
I appreciate the simplicity and ease of working with the tool. It is very easy to teach even a potential client how to use the smarlook in the future and learn from it
CONSI miss setting a session limit for a given project and events for incorrect input filling.
Silvia
Marketing and Advertising, 1 employee
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2017
Smartlook helps me to understand of behavior of my customers
customer preferences
PROSIt is a step towards understanding our customers and helping us prepare our strategies. It is really useful to begin to understand our clients. You have an overview of the demand and customer preferences to help them customize the offer.
CONSAt least I do not like that this free version is limited and I often have to clear data. We would also prefer some statistics, for example, where our customers are from what country, region, city, age, and so on.
Vendor Response
Hi Silvia, thank you very much for your review. Lukas Mehnert CMO at Smartlook
Replied June 2017
Selene
Apparel & Fashion, 1 employee
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2017
Easy to use, very useful, excellent to know at all times what the customers do in my e-commerce
Know which products are the most visited by customers, in addition to the time that remains on the page to discover the limitations that each client can have in navigation for later use for improvements on the web
PROSNecessary every day for the preparation of marketing campaigns, the handling is very intuitive and easy
CONSThe loading of some of the recordings is somewhat slow and it takes time to show the recording when the customer is still on the web.
Vendor Response
Hi Selene, thank you very much for your review. Lukas Mehnert CMO at Smartlook
Replied January 2021
Miguel
Legal Services, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed September 2017
a very useful tool
I can improve my web and the user experience thanks to smartlook being able to analyze the behavior in different computer browsers, tablets and mobile.
CONSThe limit of 1000 recordings in the free account is finished in a short time, even so it is quite useful to obtain data of the operation and to correct possible errors that we can only see through this tool.
Vendor Response
Hi Miguel, thank you very much for your review. Lukas Mehnert, CMO at Smartlook
Replied September 2017
Daniel
Consumer Electronics, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2017
I Love GetSmartLook
nice
PROSWhat I like best is the possibility that I have to be able to follow each step that the customer gives in our e-commerce and quickly identify and correct any mistakes we may have on our site.
CONSUnfortunately they have a very limited free version and sometimes when I really need the software it is already full and I have to clean and wait to fill it again to be able to analyze.
Vendor Response
Hi Daniel, thank you very much for your review. Lukas Mehnert CMO at Smartlook
Replied July 2017
Alexander
Design, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2018
Perfect tool and great source of info for UX analytics
Excellent tool for UX designers! :)
PROSIt's a must-have tool for any UX-related person, both designers and marketers. It allows you to see what exactly your visitors do on your website. Smartlook has an amazing interface and powerful feature to analyze your customers' behaviour and improve your business :)
CONSIt's pretty expensive for small-sized businesses, not every company can afford it. At the same time free version is pretty limited. But anyway, if the budget is not a problem, I strongly recommend to use this tool.
Vendor Response
Hi Alexander, thank you for your review! Lukas CMO at Smartlook
Replied January 2021
Renee
Health, Wellness and Fitness, 2-10 employees
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2020
My go-to tool for understanding what customers and prospects are up to
Really great. Still only on a free trial as I don't have a huge amount of traffic yet.
PROSI love the simple installation to wordpress and the intuitive session recording dashboard. I really appreciate the free trial which is based off number of recordings. Because I'm a new business and don't have huge volume I'm still able to make use of the free version and upgrade when my business increases. Thank you for this.
CONSNothing springs to mind.
Reasons for switching to Smartlook
Mouseflow was too expensive and didn't have the functionality to user experience that smartlook has.
Vendor Response
Hi Renee, thank you for your review! Lukas CMO at Smartlook
Replied January 2021
Mike
Consumer Goods, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed September 2017
It's good, you must use it
see the behaviour of my clients in the website
PROSvery interesting product. It can be useful to identify new opportunities to grow and business. It's awesome
CONSthe limit is too short, but it's enough if your website don't have millars of visits. So it's great.
Vendor Response
Hi Mike, thank you very much for your review. Lukas Mehnert, CMO at Smartlook
Replied September 2017
Marlon
Marketing and Advertising, 1 employee
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Undoubtedly it is the best option for analysis of behavior in websites.
They allowed me to see how people use my sites and make improvements for a fair price and a friendly tool.
PROSSimple and efficient tools, they deliver what they promise. The administrative panel is easy and intuitive allowing you to quickly access your clients' accounts. The price is the best and the free account is excellent with few limitations. Would certainly recommend!
CONSMaybe they could include feedback resources like polls and surveys. Also have a tool for receiving visual feedback, allowing visitors to select areas or elements of the site / app and write comments.
Vendor Response
Hi Marlon, thank you very much for your review. Lukas Mehnert, CMO at Smartlook
Replied August 2017
Michal
Internet, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2017
Great service
- easy to use - easy to implement to website - helps to find errors on website - helps to better understand to your customers
Vendor Response
Hi Michal, thank you very much for your review. Lukas Mehnert CMO at Smartlook
Replied June 2017
Michele
Real Estate, 51-200 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2017
Amazing Capabilities
Insights into what my user wants to learn more about
PROSAbility to view ip addresses and drill down to see where your users are from, and what they are looking at. Especially the duration spent on the page is quite interesting.
CONSI would love to see the ip addresses link to a map view with geographical locations. This would be useful to tell if the user actually has a direct interest in the services you provide.
Vendor Response
Hi Michele, thank you very much for your review. Lukas Mehnert, CMO at Smartlook
Replied August 2017
Abhishek
Research, 10,000+ employees
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed October 2019
Smartlook gives you so much info
I can see what others are paying attention to on websites, which is useful from a marketing research perspective.
PROSSmartlook provides a lot of information needed for qualitative analysis which is useful if I want to see what others are searching for and clicking on websites.
CONSI haven't come across any issues with Smartlook thus far. It seems like a useful and user-friendly software to me.
Vendor Response
Hi Abhishek, thank you for your review! Lukas CMO at Smartlook
Replied October 2019
Maranda
Marketing and Advertising, 11-50 employees
Used weekly for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2021
Useful + Insightful
Smartlook has provided us with great information on how our users are interacting with our site.
PROSHeatmaps, Detailed click information, and the opportunity to funnel events to track where churn is happening.
CONSThere's a small learning curve to get the information set up and flowing correctly.