Avis clients sur Smartlook

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.

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!

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.

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.

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.

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.

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.

Avantages

- really easy to deploy
- recording let you understand a lot from customers
- Heatmaps are really powerful to get info at a glance

Inconvénients

- It doesn't always work well with custom websites, for example on event tracking, something isn't right with my numbers.
- Price is affordable but it could be better. Otherwise they could somehow let you download historic data.

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

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

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

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.

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.

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.

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.

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.

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 😊

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.

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.

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

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.

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.

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.

Avantages

Quick and easy setup. Get to know what you're customers are doing on your website. Track IP/location of site visitors. Tech info i.e. desktop vs mobile.

Inconvénients

There's a minimum API support online. Would like to see better API documentation and flexibility. Also integration with other platforms such as MAS and CRMs. Would love to integrate SmartLook with Marketo, Salesforce, HubSpot, InfusionSoft and the likes.

Avantages

It is a great tool to monitor incoming traffic (with sources), and to track their movements on the website in order to improve the user experience on the website. It is a great feedback tool.