Heap

We use Heap  to create user metrics, and track page visits, feature usage, and user workflows after engaging with features.

The product's most valuable feature was the ready-made availability of defining events, creating visuals, and storing the data in the database.

The product could benefit from more advanced UI features. Additionally, onboarding new users could be improved by providing a weekly workshop or certification program on how to use and implement it. 

The product is generally stable, but the billing can be heavy based on usage and requires monitoring to control costs.

The platform is used widely across our organization and can be scaled to accommodate various teams, particularly the product and customer engagement teams.

The support team helped create events, name them, label data, and establish workflows. However, their response time could be improved.

The initial setup process was straightforward. 

We implemented the product in-house, and the support from the Heap  team was instrumental in the initial setup.

The product generates a good return on investment. 

Heap's pricing can be heavy according to the usage and requirements for control billing.

I would advise potential users to try a demo account to get a holistic view of how they can implement their solution on Heap. This will help determine if it solves their use case.

I rate the product a seven out of ten. 

I use it within our AB test to monitor testing activities and perform roadmaps and ad-hoc requests.

It is supporting the development of a self-service model. For example, I worked with many business owners, including marketers and product marketers, who weren't as skilled in creating reports and analyses. With Heap's detailed but manageable training videos, they can complete the training in about two hours.

I would then meet with stakeholders to offer tips and demonstrate the visualizer. This approach enabled me to implement a self-service model effectively, allowing them to handle basic reporting independently.

From a user perspective, customizing the interface could offer more flexibility. Customizing and branding the visuals a little bit better would take them to the next level.

I have been using Heap for over a year.

It's highly dependable. They're very communicative and constantly updating.

I rate the solution's stability an eight-point five out of ten.

Support is top-notch.

The initial setup is not complex. You need light dev support, and it will not take more than six weeks to complete.

It's worth the money.

It's pretty costly, and they use the common model of impressions. It's impression-based pricing, which can be costly for websites with high traffic.

Heap is quite user-friendly, featuring a primarily no-code interface for primary stakeholders. Some technical skills are required for administrators. However, based on my experience, Heap's design effectively supports a self-service model, making it feasible for users to manage on their own

Your data is only as good as how well you maintain it. If you want to keep a lean development team, you must invest in the right tools. In some business situations, where the team is small, and there is limited support for analytics, a highly effective tool is crucial. It is one of the fastest tools I've used for gaining insights without spending excessive time chasing data. I've resolved most issues on my own in a reasonable timeframe, improving the speed of servicing requests.

Given its effectiveness, especially for teams with constraints, it's a worthwhile investment if you need a powerful tool that delivers insights quickly. Heap's recent acquisition by ContentSquare adds to its value, providing extensive integration options. Additionally, tools like Optimizely enable real-time testing and monitoring, helping to address common issues with testing programs, such as delays in analysis. This ensures that insights are surfaced and shared efficiently.

As long as the backend data is properly tagged, a layperson seeking data can access insights quickly. They can generate reports and find the information they need within minutes.

Overall, I rate the solution an eight-point five out of ten.

We've been using Heap for some time, mainly to understand how users interact with our application and identify the most important features. Our product owner finds it valuable for this purpose. As a QA team, we use Heap's session replay and event capture features to debug issues our customer support team reported. When a support ticket comes in about a bug or issue, we review the session replay and event logs to see how the user encountered the problem and where the error occurred. This has been helpful for us.

What I like best about it is the session replay feature. It saves a lot of time. I don't need to go and debug or replicate issues multiple times. We can go to the session replay for a few minutes. We can ask when the issue occurred, go to that time in the replay, and see whether the user made a mistake or if there's an app caching issue. That has been very helpful.

I can describe how data visualization tools have impacted our decision-making process from a QA perspective. These tools have helped show us how users are interacting with our product. This allows us to focus on creating more user-centric test cases. We can see which features are used most and focus our testing efforts there.

However, for more detailed information about data-centric decision-making, it would be best to contact our product owner. We're primarily using these tools for test case development and to guide our development process.

Before using the tool, we faced challenges when clients reported bugs. It was hard to replicate issues because clients didn't share exactly how they used our application. It would take us one or two days to replicate the problem four or five times. This was frustrating for us.

After integrating the solution's analytics, we bought their session review feature. This was very helpful for debugging. We could check exactly what the client did, making it much easier to reproduce and fix issues. It significantly improved our ability to respond to bug reports.

Based on my experience, there's some room for improvement. The application is a bit slow. Also, I must read through old documentation when I need to check for new features. It's not very user-friendly. Once you're in the application, it's easy because it has many features. But for first-time users, you have to go through all the documents, which can be challenging.

I haven't faced any issues with the solution's stability. 

The tool is scalable but depends on memory optimization. It's very good for our admin project and some other projects—we've had no problems. But it's very slow when we have a live event, and I try to check the data in Heap. The data comes in after a delay. I expected it to be real-time, but it's a bit slower. My company has two users. 

I haven't contacted the tool's customer support yet. 

The tool's deployment and integration is easy. You just need to define what needs to be integrated. 

The solution is expensive. 

I would recommend Heap to others. I'd advise them to try it and see how it integrates with their application. It's worth testing for a few months to see the benefits.

My advice about Heap is that it can boost your understanding of how users interact with your application. It gives you insights into how your product performs in terms of external quality.

The tool is also really helpful for customer support and QA teams. It allows them to debug issues much more quickly. I rate it an eight out of ten. 

I used the solution for implementation, debugging, and Q&A.

When I started, I was very new to that. So, I went through the first requirement to understand how it would be helpful for the implementations and the data analytics we needed to capture. It was related to financial matters, specifically a BFSI project I was working on. We wanted to understand how the form journey in Heap  started and how the cross-platform journey functioned. This presented some challenges, but we addressed them step by step. We also took some help from the Heap  teams and reviewed the documents their support team provided. Through this, we analyzed the cross-channels and user behavior on the website and how the platform operated across different devices.

It's similar to Google Analytics , and there are more facilities here. You have more navigation. You can track customer behavior with your project, such as how the customer envisions, navigates, uses CPA, and every touch point on the website. You can plan to optimize the phases and the customer behavior of the journey.

We can understand the customer journey. You can explain the customers' behavior, where they are engaging your product, and where they are engaging with your mediations on the website. This will give you optimistic insights to make decisions about your product journey.

The solution could be cheaper.

I have been using Heap for one year.

Support is good because every team has some capabilities. Their product is reliable, and we use it successfully. This implies that they are capable of providing support. Secondly, the frequency of contact is important. However, if we have a higher number of tickets, there are delays. There is always a ticket queue, and priorities must be assigned. Once priorities are set, they can provide solutions because every ticket has its level of importance. 

The initial setup is easy. The prerequisites are basic HTML, CSS, and JavaScript.

It's more expensive. However, it also provides a free version. It depends on each, such as how the customer is trying to use it and the plan's actual benefits. Heap has multiple plans. You can start with the KeyOne, and it depends on the users. You can upgrade yourself on the placement.

There were associated technical managers who helped us with data synchronization. For example, if we wanted to get data from Heap to our internal sources, such as Google Cloud , we used tools like Alteryx . These managers assisted us with pulling the data via APIs or other necessary methods.

It is pretty easy, and anyone can use it. It is focused on healthcare products, e-commerce products, and the BFL Five project. Additionally, it can provide product details. Some SaaS companies are also using this product.

I recommend the solution.

Overall, I rate the solution a seven out of ten.

What do you like best about the product?

Auryc has been a great tool to understand customer struggles. A lot of web analytics tools will give you stats about engagement, the progression from a page or funnel step being down. While Auryc shows you exactly what about the page or step is causing a certain metric to be down. It helps you see your customer struggle and empathize with them to create a better experience. Conversion rate optimization without Auryc is really difficult as you might have the best intentions to improve the design of an existing experience while seeing the actual interaction is sometimes eye-opening. We have used Auryc for many areas of insights and process beyond CX - fraud detection, prepare business cases for certain features over others. Auryc has a very unique feature where you can look at various levels (user, clicks) within their funnels which make it a great to understand action and consequence. Ability to create surveys and see sessions, where a survey or feedback response was negative, is what you would want to have.

What do you dislike about the product?

I wish we could have more features and we had one tool for web analytics and customer experience.

What problems is the product solving and how is that benefiting you?

Fraud detection and Follow up
Customer Struggles
Conversion Rate Optimization
Customer Journey
Single view of the customer across devices.
Creating the Abandon cart email process based on Auryc data