Smartlook

Score8.2 out of 10

301 Reviews and Ratings

What is Smartlook?

Smartlook is an analytics solution tool for websites, iOS/Android apps, and various app frameworks, that answers the "whys" behind users' actions. It helps users understand precisely how customers interact with website and app — watch recordings, create heatmaps, use automatic tracked events, and build conversion funnels. Data is seen on one central dashboard, which enables sharing and collaborating with colleagues. This is to support clear, data-driven decision-making for product managers, marketers, UX designers and developers, and help them improve each website and app by reducing churn rates, boosting conversions, identifying and fixing bugs, and improving UX.

Smartlook offers the ability to record users’ behavior in Unity games. The vendor states clients include Madfinger Games, MobilityWare, and Awesome Prototype.

Smartlook started in 2016 and currently boasts more than 2,800 paying organizations across the globe including companies like Paxful, Sky, Volvo, Vogue, Papa Johns, Miele, and Livestorm.

Categories & Use Cases

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Joseph Shapiro

CEO (Chief Executive Officer) in Sales at Soundsmith AI (1-10 employees employees)

Use Cases and Deployment Scope

I'm using it on all of my websites and always suggest it to my clients to record the complete sessions of each visitor. It helps to improve UI / UX design mistakes and as a result, it helps to improve the conversion rate. Can't express how useful this tool is for any person who is looking to grow as a specialist and to get more out of its business.

Pros

Session recordings
Funnel statistics
User behavior

Cons

Implementation
Usability

Return on Investment

Better conversion rate

Alternatives Considered

Hotjar

Other Software Used

Wix, Meta Business Manager

Usability

Leandro Chaves View profile

Analista de sistemas in Marketing at Autônomo (201-500 employees employees)

Use Cases and Deployment Scope

We use it to watch the recordings and get insights into users' behavior. We also use it to match the user's GCLIDs with our CRM system and look into what they did before sending a form.

Pros

Recordings of users navigation.
Heat maps of website consumption.
Creating funnels.

Cons

I would like an option to watch the recordings in a popup window or a panel within the same screen.
We miss the option of creating folders or tagging the recordings.

Return on Investment

It has improved ROI of many of our clients.
We also could fix some pages as we saw the behavior of users in them.

Alternatives Considered

Hotjar

Other Software Used

Google Analytics, Google Data Studio, Google Ads (formerly AdWords)

Usability

Eric Kowallis

Product Manager in Product Management at WorkMax (11-50 employees employees)

Use Cases and Deployment Scope

We use 2 separate instances of Smartlook; mobile and web. This review is specific to the web portion as there are differences between using the mobile and the web versions. My mobile review is on G2. I work closely with our customer affinity, support departments and QA departments to verify bugs. When we're working on improving features or new features we look at Smartlook to gather feedback from how people use our website. The best thing that Smartlook has over FullStory is that it tracks specific JS errors. This has been super helpful to see how many customers are seeing specific errors.

Pros

You can search specific JS errors and get notifications.
Dashboards are pretty good.
I really like the funnels although I wish we had more but they cost.

Cons

I feel nickel and dimed with the events and funnels.
We came from sessions being 30 mins of inactivity and now it's 5-10 mins. Session count has gone up significantly which we weren't prepared for.
Recording playback isn't as clean and maneuverable like FullStory.

Return on Investment

Again, JS tracking helps our QA team find super hard bugs.
Our support team is able to determine customer issues 10x as fast.
Our CA team is able to determine usage and determine if customers need intervention before they cancel or get to far down that road.

Usability

Alternatives Considered

FullStory

Other Software Used

productboard, Figma, Atlassian Jira Align (formerly AgileCraft)

Ivan GadeaSaez

Assistant Director in Corporate at Inusion (1-10 employees employees)

Use Cases and Deployment Scope

We use Smartlook to improve our website by offering users an interface that is better adapted to their needs. Over the years we have found that by using this technology we have been able to improve user retention. Of course, when a user spends more time on your website they learn more about your product and thus this product has more weight in their purchase decision. What we like most about Smartlook is that it is a very easy to install and manage solution. Installation takes no more than 5 minutes and configuration is also very simple. The control panel allows you to control all the parameters and understand perfectly what your users do and why they do it. The only work is then deciding how to modify the website so that the user follows the path you want. But that's not too complicated with A/B testing either. In short, Smartlook has become an essential tool for our designers. Without it, we would not have achieved the results we have.

Pros

Helps improve my website.
Records user activity.
Controls everything.

Cons

Lack of support for non JavaScript sites.
Nicer user interface.

Return on Investment

Doubled our earnings.

Usability

Other Software Used

WordPress, 1Password

Marina Neta

Senior Product Design/Development Engineer in Information Technology at ClickBus (51-200 employees employees)

Use Cases and Deployment Scope

Smartlook is being used mainly by the design team to look for bugs and experience issues that may be affecting our final user. The company is great at having quantitative data, but we don't have enough qualitative insights to make decisions. Since one of our star metrics for the next quarter is to improve the user experience, we hope that Smartlook will help us to find out what could be better and how is it affecting the user.

Pros

The dashboard with the main insights.
Support by e-mail.
Filter by specific behaviors (e.g. Rage Click).

Cons

Events -- but I think this is something that we could improve ourselves in our system.
Create some suggestions for funnels and heatmaps.
Give general insights for a certain period of time, e.g. from Oct. 7th to 12th, 75 users left the checkout step and 60% of them left due to a payment issue. IDK just bringing some ideas!
Send an e-mail with main insights.