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

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.

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 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.