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.