Smartlook
Suivi des activités des visiteurs pour la gestion de l'expérience client
4,7 /5 (102 avis) Donnez votre avis !
Smartlooked for awhile now
Avantages
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.
Inconvénients
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.
Réponse de Smartlook
Thanks for your review!
This review is not related to Smartlook but more to Turbotax.
Please change this,
Lukas
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
Avantages
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.
Inconvénients
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.
Réponse de Smartlook
Thank you for your feedback and nice words! I will share it with our development team. - Tomas

Encountered issues often
Found some issues in our application that our visitors were facing.
Avantages
The idea is good to view your customer actions in a live way. The platform is easy to deploy without changing your code.
Inconvénients
Will pay more than you get. Data will disappear any day, Application filters don't work. Check alternatives as well.
Réponse de Smartlook
Hi Faheem,
thank you for your review!
Lukas
CMO at Smartlook

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.
Avantages
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.
Inconvénients
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.
Réponse de Smartlook
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

Great asset!
I got Smartlook to help build my conversion rate. I wanted to see what customers are clicking on and what they are not so I could improve my website to increase sales.
Avantages
I loved how you can see heat maps on what visitors click on the most and what they avoid. I like that it literally records the visitors session to show you how to make improvements. I also like the fact if you pay for the entire year you get 2 months for free.
Inconvénients
The only thing that can be changed is a lower price, maybe a smaller package. I have a small
Business and it can get costly.
Réponse de Smartlook
Hi Shawn,
thanks for your reviw.
Lukas
CMo at Smartlook

Getting analytics from the visitant view is a great tool nowadays.
Avantages
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.
Inconvénients
The 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.
Réponse de Smartlook
Thank you very much
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.
Avantages
I 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.
Inconvénients
Nothing springs to mind.
Réponse de Smartlook
Hi Renee,
thank you for your review!
Lukas
CMO at Smartlook
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.
Avantages
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.
Inconvénients
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.
Réponse de Smartlook
Thanks you for your review

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.
Avantages
- 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
Inconvénients
- 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
Réponse de Smartlook
Hi Roman,
thank you for your review!
Lukas
CMo at Smartlook

very useful tools
I have an ecommerce of clothing and we did not realize that users got tired because the purchase process was long. We have shortened the buying process and increased sales
Avantages
thanks to smartlook I can see the behavior of users who visit my site and understand what to improve. Understanding user preferences allows you to make more sales and improve the quality of your site. I recommend it to everybody
Inconvénients
in reality for now there is something that I do not like in particular, I have not yet understood how to use the funnel but with a bit of detail I will understand this too
Réponse de Smartlook
Hi Simone,
thank you for your review!
CMO
Lukas Mehnert
The idea to look how our customers use our websites is brilliant. I'm always very excited to replay.
Avantages
I have spotted out several typos and failures on my site just by looking what my visitors had seen. It provides the best insight as well regarding the customers behaviour, it is not comparable to anything else I was using (google analytics, path recording). I ve discovered a new world with Smartview and can't help spending hours playing back then recordings, and checking what and hiw the visitors were doing.
Inconvénients
On a smartphone the right panel (offering other other recordings if the same visitor ) takes up a considerable amount of space, and it takes too much clicks and precise zoom to hide it. Itwould be better to be able to switch it off from the profile settings, (or simply deactive it for the free package)
Its also a big painpont, that there is no option to filter out the recording from direct (not facebook, google etc), as this info is also not visible on the smartphone listing
Réponse de Smartlook
Hi Márton,
thank you very much for your review.
We will change Smartlook in future and it will be much more mobile friendly.
You can filter the visitor recordings in the advanced filters. Under Visitor behaviour is the option referer.
Enjoy Smartlook
Lukas Mehnert,
CMO at Smartlook
Perfect blend of qualitative & quantitative analysis for our measuring our product
Avantages
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.
Inconvénients
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!
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.
Avantages
Smartlook 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.
Inconvénients
In 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.
Réponse de Smartlook
Hi,
thank you for your review!
Lukas
CMO at Smartlook
Smartlook helps me look smart
Seriously this is a tool you should be using so you know how your website works for your customers, it's all about finding what works and where you may be going wrong. It's cheaper than a consultant and this online consultant works 27/7
Avantages
Smartlook is easy to use it helps me see how people interact with my website so I can improve user experience. I have also been able to make contact with customers who have had difficulty placing an order so this software has helped me in more ways than one.. It can also be used a a good anti fraud deterrent also.
Inconvénients
Price I think the price could be lowered to help the smaller business ,you know the one man band who works from home.
Réponse de Smartlook
Thank you for your review!

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!
Avantages
The insight to offers to client on boarding is invaluable.
Inconvénients
If 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.
Réponse de Smartlook
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
Really really easy to use and perfect to know how visitors use our store.
Watching how i can make my site better for my visitors
Avantages
That it has a free version of the product. I wouldnt have tried it if it was paid at first. I was one of the first to try this product when it launched.
Inconvénients
That the play button is 0.5x speed. Also that alot of the elements on my site not loading on the recorder. I have cleared cache multiple times and made my friends go on my site, and they always load every file, but for some reason it wont load in the recorder. Most of the time its the image thats not loaded but other images are.
Réponse de Smartlook
Hi Azad,
thank you for your review!
Lukas
CMO at Smartlook
Big brother helps you sell better
Overall very very recommended especially if you are in a debugging or Beta stage.
Avantages
I 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.
Inconvénients
The geolocator doesn't always match the geolocator we have on the site which means that it isn't always easy to find someones session.
Réponse de Smartlook
Thank you for your review,
Lukas
CMO at Smartlook
I am freelance developer. I am using Smartlook to follow the projects for which I am bidding.
Reliable clients and cost-effective projects.
I am freelance developer. I am using Smartlook to follow the projects for which I am bidding.
It is very simple to guess what the customer is looking at and how adapted is the interface to customer requirements and experience. This way I get to focus on important projects and push the right price.
Avantages
It is very simple to guess what the customer is looking at and how adapted is the interface to customer requirements and experience. This way I get to focus on important projects and push the right price.
Inconvénients
I often use canvas and iframes. I know it's a security rule but I need a minimum information about that content.
Réponse de Smartlook
Hi Madalin,
thank you very much for your review.
Lukas Mehnert, CMO at Smartlook
ABSOLUTELY PHENOMENAL
We are solving IT issues, abandoned carts, seeing heat maps. Smartlook should be a piece of software that every company has.
Avantages
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 😊
Inconvénients
I had no issues with Smartlook at all 😊
Réponse de Smartlook
Hi Doran,
thank you for your review!
Lukas
CMO at Smartlook
It is the best tool ever
Avantages
There are a tons of tools to track visitors, but watch what they are really doing is amazing. Those insights can change everything and help you to create the best customer experience.
Inconvénients
nothing!! everything is cool. Maybe it would be great if you can gather together all sesion that are similar, so you don't have to spend time looking similar sesion that doesn't help you.
Réponse de Smartlook
Hi Cristian,
thank you very much for your review.
Lukas Mehnert, CMO at Smartlook
giving good experience to our online customers
Avantages
Smartlook really help for our online business, we can find perfect analysis for our website with SmartLook, when we use SmartLook, we discover our website traffic source and bugs so we can give best experience to our online customers.
Inconvénients
SmartLook have many features, we offer many product with our website so we need discover each product, sales, traffic, bugs, but SmartLook made easy to work with product analysis. we analysis about each product, so we update and give best to our customers.
Réponse de Smartlook
Hi Thileepan,
thanks for your nice feedback.
If you miss something, reach out to us.
Lukas
CMO at Smartlook
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.
Avantages
Its 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.
Inconvénients
It doesn't archive the videos past a certain time frame it also isn't super easy to sort by date
Réponse de Smartlook
Hi,
thank you very much for your review and feedback.
We will add it to our Trello feedback borad.
Lukas
CMO at Smartlook
Smartlook helps me to understand of behavior of my customers
customer preferences
Avantages
It 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.
Inconvénients
At 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.
Réponse de Smartlook
Hi Silvia,
thank you very much for your review.
Lukas Mehnert
CMO at Smartlook
The Best
increase your own visitors per pages
Avantages
I love the Heatmaps section, especially to view DESKTOP and SMARTPHONE maps.
I advice to use this software to understand the section of your website useless.
Inconvénients
Enlarge total storage limit for free account at all websites. It is better araound 1,000 per website.
Réponse de Smartlook
Hi Quang Tri,
thank you very much for your review.
Lukas Mehnert, CMO at Smartlook
Brilliant software by Smartlook and a real game changer its like looking over the customer shoulder
It is so easy to use and is like watching a video of someone using your website. I have no idea how they get such fantastic video quality (or seem video quality) and not slow down the website. This is fantastic software and a real game changer, I have already started spotting little tweaks that need implementing from watching over the customer's shoulder.
Avantages
A fast easy implementation does not slow down the website, you can see what the customer gets up to. You will not believe the quality and once you have tried it no more need to study analytics charts to try and figure out what is going on. You won't believe it but it is FREE.
Réponse de Smartlook
Hi John,
thank you very much for your review.
Lukas Mehnert, CMO at Smartlook
Smartlook has given time management a new definition. It allows us to save tremendous time and work more efficiently.