Smartlook Reviews & Product Details

I tried multiple services for recording my customers' sessions. They were all either way too expensive or didn't really work. Until I found Smartlook. It's the only one that was reasonably priced and still got the job done in an overall simple way. Review collected by and hosted on G2.com.

Most of their UI was great, but they didn't seem to do a great job of matching up multiple sessions from a single user. I really would have liked to be able to follow my customers' journey across multiple sessions. Not a deal-breaker, but that would have been nice. Admittedly, I haven't used it for a few months, as I got my landing page optimized well enough and haven't needed to keep recording customers' screens, but when I need to do that again, you can bet I'll be back to Smartlook. Review collected by and hosted on G2.com.

I like real-time user behavior detectors also from where they are and on which page they are landing often. From this info, we got a good insight into our client base. And according to that, we try to update our website since we using smartlook. Review collected by and hosted on G2.com.

I want more features in the free version also. At least we get the visitor's email id in the free version it would be great. So we can share business templates or promotional stuff through the mail. It could be covert in sales in the future. And if we get good results which must be expected from your tool, we can plan to buy an upgraded version. Review collected by and hosted on G2.com.

Quality of data provided, heatmaps, recordings, this really gives us a great overview of our web through the eyes of the user. It has helped us over the years to build a quality web with minimum of errors. We started with trial version, as we though it enough.. but then swapped to try premium and never went back. It is a great time saver with so many more useful features. Review collected by and hosted on G2.com.

I don't know all of the possibilities we can do with it.

We mainly use it for Heatmaps and recordings to see errors on the website and behavior of clients.

I would welcome, more newsletters with what more we can do with it.

I would also possibly welcome a webinar for our maraketing team, where they could be explained all of the features, not just the 2 that we use mainly. Review collected by and hosted on G2.com.

Most useful feature is the video capturing of the user actions. Smartlook also provides the list of sessions with the OS details, location details. This is really helpful to understand the issues in the live environment and to enhance our current product. Another most recent update was to be able to add team members more than 5 for the product. This was really useful. Review collected by and hosted on G2.com.

Though we search for a particular session with a key/filter, sometimes feeling that the result pulls other session information also. That is confusing. Review collected by and hosted on G2.com.

Smartlook takes only a few lines to integrate, and you'll start seeing session recordings instantly. It is very lightweight on bandwidth and simply captures DOM events, and reconstructs the DOM in the playback viewer. You can easily add filters (for example, filtering out dev boxes / test user accounts) and you can quickly identify if a user encountered an error during their session. Review collected by and hosted on G2.com.

Sometimes the session playback preview doesn't quite load in style sheets correctly. However because the DOM event capture is tied to the elements, you don't end up with issues of clicks not showing up on the right elements. I have noticed some significant issues with large stylesheets especially on mobile layouts, with dynamic z-indices and transforms. Review collected by and hosted on G2.com.

It is easy to use, it is an excellent tool to follow the behavior of users, and it can be friendly for everyone and for the end consumer. We have been using it for a while, and the manager liked it a lot to be able to do the necessary follow-up Review collected by and hosted on G2.com.

I didn't particularly appreciate that sometimes the implementation did not have much help to make it easier if it was not looking for information why it did not work, or it did not work in the app or that sometimes the recordings did not appear Review collected by and hosted on G2.com.

The core functionality of viewing a recording (a user's customer journey throughout the web app) works really well. A significant section of the screen focuses on the "video" and has a number of very helpful tools and toggles below it. Review collected by and hosted on G2.com.

What's a big chunky to use at times is the filters and events functionality. But it's ok; you get used to it. After all, I have other analytical tools I use to track events and am primarily interested in the recordings anyway. Review collected by and hosted on G2.com.

I use Smartlook all the time to review how our app is being used, what trends are taking place, e.g how long people are spending on the app, if they are returning to it, whether they are creating profiles right away or just checking it out and quitting right away, etc. I also use it to see whether people are understanding the UX flow and if it is clear to them as to how to go through profile creation and app use. I also review whether there are bugs or crashes. I am able to see if users are getting stuck in certain places, if buttons aren't working, or, and this is extremely helpful, if users are not clicking on the things we would have anticipated and then having issues using our app. Overall it has been extremely helpful and I review recordings in Smartlook at least 2 times a week. Review collected by and hosted on G2.com.

The only thing that is tricky is that information is blocked out if users are typing, so I can't see if they are responding the way I would hope. We also have links to external sites, so I can't see if they have quit the app or have just gone to an external site. Review collected by and hosted on G2.com.

I love the filters, the funnel and the dashboard.

Filters are very powerful, I can track a precise page or action by filtering it.

The dashboard is very clear, I can see everything I need in a single view.

I also use a lot funnels to track where my user drop off and why.

I also love the fact that I can « skip inactivity » in recordings so that I don’t waste time watching 30mn of recording Review collected by and hosted on G2.com.

I was a little bit lost when I started using it.

I think we can improve onboarding and tutorials in the beginning.

Also I think that it's not very easy to find previous research especially when we have several platforms in Smartlook. Review collected by and hosted on G2.com.

The performance! Some tools we tested to track sessions on mobile had disastrous impacts on performance. Even with the highest settings available, Smarlook's implementation on our mobile app performed amazingly well (no performance drops at all).

Their support is also highly reactive and helpful! Review collected by and hosted on G2.com.

The low matching rate between our search inputs and the search results. Some sessions were never found with basic inputs like user email or name, although our other tools definitely kept track of those sessions.

The poor integration with other platforms kept us from using our custom fields as search inputs in Smartlook, restricting our session search capabilities even further. Review collected by and hosted on G2.com.