What do you like best?
There are a few things I like best about this software and company.
First. Price. For the price-point, this is hands down the best website visitor tracking software on the market that I found in over a month of research and trials.
Next, Customer Service. Let me say, five stars for customer support doesn't cut it. 10 stars might. It It is intimidating to use powerful products whose features are complicated and hard to use. Not only did Larry host a full orientation session for our whole team, he and his team are readily available whenever I need them and respond within seconds if I chat or minutes if I email. And he always wants suggestions for improving the UI, though I will say most 'suggestions' I make are things they already have and I couldn't find until he showed me.
Their UI: Somehow their designers have created very functional software with lots of sorting and filtering capabilities that is easy to use and intuitive. As a designer, I know how challenging that is and I particularly respect how they have worked around the way their data comes to them and translated into a usable, filterable and intuitive UI.
Individual Contacts (Full Access Records, or FARs), i.e. Individual Contacts within a company: With the package we got, we are allowed 100 contacts per month (they do not carry over). We can purchase more at a reasonable rate. This aspect of the service is cheaper than the other companies I vetted who sell this SAAS.
What do you dislike?
Like any software that pulls from big data, there are occasional errors but they are few and far between and all I have found have logically explicable.
What I do wish is that they could find a way to look around Symantec's tracker-blocker software. There are a few hits each day from "Symantec" but we have no idea of finding out who they are.
I mentioned contacts above. At a large company, there might be 100 engineers in one plant alone who might have been the one person on our site! We have therefore not utilized our Contact FARs hardly at all because it would be a complete shot in the dark. The real culprit here, however, is the company size and not VT, since we have to qualify each lead, so we are working on internal methods to figure out how to better use this data.
Recommendations to others considering the product
Fantastic product. I highly recommend it to anyone considering website tracking software.
What business problems are you solving with the product? What benefits have you realized?
We had no idea who was on our website previously. We also had no idea what our conversion rate was. Now we know who is on, who purchases, and can tell what products are getting the most attention so we can better focus our advertising. Also, as we are moving towards ecommerce, it became obvious that we needed to prepare and learn better how to create web pages that customers actually utilize. Since we are largely B2B and are a small company, doing this (and at a good price point) was critical for growth.
Additionally, our authorized dealers were clamoring for more leads, and due to geolocation, we can now provide multiple leads per day.