Heap Reviews & Product Details

You can get very granular detail on user behaviour, knowing exactly who is using what and how often is exactly the information every business should be leveraging for product improvement!

Installation is so easy, development don't need to do a lot of work to add the script and you are collecting data from day 1.

Our CSM and their support team are excellent resources for helping with complex problems and the UI is always improving and easy for beginners to get started with!

I use it almost every day, it's as valuable as having 3 extra research resources and 3 times as fast! Review collected by and hosted on G2.com.

It can be kind of pricey depending on what you use it for - pay attention to the sessions and the volume of projects you intend to have. They are great people and will try to get you good value for your money, explain in detail what you want to get out of it, and they will try to get you the best deal! Review collected by and hosted on G2.com.

The live data stream makes tagging exactly the right event beyond easy. The metadata that comes along with each event out of the box is better than other autocapture tools and saves me so much time. The reporting capabilities are also more robust than other options, and you can build a wider variety of reports with Heap than you can with similar tools. Review collected by and hosted on G2.com.

I have not found Journeys to be as helpful as it was cracked up to be, but otherwise the reporting is great. Other very minor things, like checking on plan usage only shows you how many total sessions you've used, not X sessions out of Y allottment, so it's not helpful really. Review collected by and hosted on G2.com.

My team has used Heap for product analytics about three years now and we've made good use of it. We review it constantly to improve our product. Here are some things that I think make Heap unique:

- Heap captures a lot of information about user events, so often tracking does not have to be thought out ahead of time.

- Heap's visual analyzer tool is wonderful at helping us look at any page in our product and knowing what our users do on that page.

- Heap provides some good high-level metrics to see how many unique users view our product.

- Heap has good exploration tools to find new problems and data points to study.

A couple of times we've had to reach out to Heap support, and we have received acceptable support in a reasonable amount of time. They were friendly to work with. Review collected by and hosted on G2.com.

Here are some of the things we've struggled with on Heap:

- The initial setup is simple and similar to other analytics tools. However, to get their visual analyzer tool to work, we had to do some extra steps that were a little tedious, and it was hard to detect when we had done them incorrectly.

- Because Heap tracks so much data, it is sometimes hard to find the event we're looking for and have even resorted to tracking events with their manual API. (Their manual API is so easy to use)

- Heap has a feature that tracks frustrations clicks, and I think that while it's a valid metric to track, it's really ambiguous to tell when we've fixed it (and trust me, we've tried). Review collected by and hosted on G2.com.

Very easy to use and implement

Has a lot of features to analyze the data effectively. Review collected by and hosted on G2.com.

Nothing as of now. Will update if anything comes up Review collected by and hosted on G2.com.

1. The speed. Heap is amazing at running queries at lightning speed on event streams (which is what most product instrumentation is about). Using traditional SQL methods takes much longer.

2. Very intutive to use once you get the hang of it. It takes some time to get used to events and properties BUT once you do it is very seamless.

3. Amazing customer support. I have found Heap's customer success team to be one of the most proactive success teams around and they are super helpful in getting things done. Review collected by and hosted on G2.com.

1. They could improve their integration with Segment by bringing in more metadata from Segment. This is a very meek downside compared to all the plus points to be honest. Review collected by and hosted on G2.com.

Intuative UI, the new AI tool is really awesome Review collected by and hosted on G2.com.

missing features comparing to competition. horrible support since it was moved to the east (I guess it happened post the contentsquare acqusition) Review collected by and hosted on G2.com.

Heap is constantly announcing news regarding new developments into their product. Some examples are their release of Session Replay and Journeys. They are constantly doing research into product improvement by requesting input from various customers and have even as far gone into a one-on-one session with me to ask for my input. There is also a ton of solid documentation and resources to help you navigate/ utilize the tool.

Besides the product, team success managers are always very attentive to my needs and have been readily available for assitance Review collected by and hosted on G2.com.

There is definitely a learning curve to using Heap. Thankfully there are resources to mitigate that issue.

Setting up definitions for both iOS/ Android platforms and organizing them can be a pain. I easily have 100 definitions of general app interactions due to having a seperate definition for each platform. Using combo definitions can be hard to find if you aren't using naming conventions properly. Nonetheless, Heap is constantly changing organizational structure which has improved over the course of this year. For example, they included later on the option to define an event in addition to a combo in a single step.

Dashboards and graphs are very simplistic and have found it challenging to get other team members appealed to the visuals. Journeys for example use the entire definition name for the labels which often don't fit and make it hard for other team members to visualize. Review collected by and hosted on G2.com.

I've used a few other user metrics tools before. Heap has had the best self-service aspect. It took a little work going through the education materials to figure out what I needed to do, but once I understood all the tools and metrics available it was pretty fast for me to start creating charts.

The Live Data Feed is great. It allows you to pinpoint the exact user interaction you are trying to measure without having to work with engineers to add segment events.

Heap has allowed me to gather quick insights when I needed to make fast prioritization decisions and I have set up longer-term monitors on things I want to keep an eye on. Review collected by and hosted on G2.com.

Heap auto generates great visualizations for each metric and you can choose the type of chart based on your data (bar, donut, line, table). I do wish I could customize visualizations with my own colors or add notes to data points when I want to create a chart for a presentation. Now, I have to take a screenshot and add the notes outside of Heap. Review collected by and hosted on G2.com.

Heap is a simple enough analytical tool to learn for anyone at any skill level with data analytics and non-data analyts. The platform allows for the creation of data visuzalizations while analyzing the requested data, which essentially makes the site a "one stop shop". Review collected by and hosted on G2.com.

Heap's functionality is limited to the pre-designed analysis charts that the system has built-in to the platform. So there are limitations with what can be analyzed. Additionally, the data is more directional than it is accurate so it does not do the best job of providing exact data. Review collected by and hosted on G2.com.

The snapshot feature allows you to enrich ANY event (page view *and* click event) with data from pretty much any element on the page (css, form field info, javascript values) which makes the tool so useful and the reporting so much more valuable than simple clickstream data. The team consistantly iterates and is launching new features to compete with tools like Fullstory/Hotjar with session replay. Review collected by and hosted on G2.com.

I wish it had the ability to do guided tours/banners/nps surveys the way Pendo and other tools does so that you could get a truly holistic picture of user behavior plus user sentiment. Review collected by and hosted on G2.com.