If you're looking for a customer support solution, you may have come across SmartLook. It's one of the most popular customer support tools on the market. But is it the best, or is your team potentially missing out on a better alternative? In this article, we'll take a look at SmartLook and its alternatives, so you can decide which is the best option for your business. We'll also discuss SmartLook's reviews and pricing from users and experts.
What Is SmartLook?
SmartLook is a live customer support solution that allows businesses to provide their customers with real-time assistance. SmartLook's main features include:
- Session Recording: Session recording lets businesses record customer interactions and sessions on their website. This can be used to provide customer support, as well as to improve the user experience on your site.
- Heatmaps: Heatmaps generate data from your users' interactions on your site. This data can be used to improve the user experience, as well as to identify any potential issues with your site.
- Funnels: This allows businesses to figure out when users exit their site and where they exit from. This data can be used to improve the customer journey.
SmartLook Pricing
SmartLook offers a variety of plans, including a free option that allows users to run very basic live customer support, which is better than alternative solutions like SessionStack, which only offer paid plans.
Last we checked in February 2023, SmartLook's pro plans starts at $55/month (up from $39 in 2022), but they do have a coupon for 25% off the next 12 months.
Advantages And Disadvantages Of SmartLook
Advantages
- SmartLook offers a free plan, allowing users to commit to the solution without any financial risk.
- Session recording allows businesses to see customer issues in context, as well as improve the user experience on their site.
- Heatmaps and funnels can help improve your website's user experience.
Disadvantages:
- The free plan is very limited in its capabilities, making it difficult to use for anything more than the most basic customer support needs. Most premium features are only available on paid plans.
- SmartLook solution tries to be a generic one that works for marketers, designers, and product teams, so its features are not tailored to a specific industry like some alternatives.
Smartlook reviews
On G2, Smartlook has an average of 4.6/5 stars with 861 reviews.
Positive reviews mention the user friendly interface, relatively easy implementation and customizable settings.
Negative reviews mention that there are some inaccuracies in the replay recordings, the heat maps feature can be tricky to use and missing integrations (with Clevertap, for example).
Who Is SmartLook For?
SmartLook is for businesses of all sizes that are looking for a basic customer support solution. It's especially well-suited for companies with limited budgets, as it offers a free plan. However, if you're a growing team or have a SaaS business, you may want to consider an alternative solution that offers more features and is tailored to your specific needs.
SmartLook Alternatives
There are many great alternatives to SmartLook on the market, each with its own advantages and disadvantages. Some of the most popular solutions include Fullview, HotJar, ContentSquare, Heap, and FullSession.
Fullview
Fullview is an end-to-end customer support solution that helps technical teams provide real-time and asynchronous assistance to their customers. This comprehensive solution offers unique features that help SaaS businesses truly understand their customers. Fullview's main features include:
Fullview Session Replays
Fullview's Session Replays feature allows you to record and watch ongoing and past user sessions to understand what went wrong quickly diagnose user issues and bugs in context. All user sessions in your app are recorded, so support agents can review them on an ongoing basis and proactively reach out to a customer when they notice an issue. This allows businesses to contact the customer with a solution before they ever need to contact customer support.
Here's why Fullview session replays are particularly great for marketing teams: Since user sessions are not anonymized, you will know exactly which user's session you are watching and can reach out to them by initiating an in-app cobrowsing call to fix an issue immediately — even if their current session is still ongoing!
You can even make apply default or custom labels to sessions to easily find them at a later date, and create custom views from settings and labels you use often.
All data is encrypted, stored in the EU, and only you have access to it, making this a fully compliant GDPR-solution. In addition to that, Fullview offers users granularity in security and privacy by making it customizable what data fields you want to blur out during session replay recordings, with some PII (personally identifiable information), like email addresses and payment information, automatically censored.
Fullview Cobrowsing
Fullview's cobrowsing allows agents to directly call users in their app and use screen control to solve support tickets that cannot be handled via chat or email.
Fullview Live has features such as video and audio calling, multi-cursor control, and draw/highlight tools to enable support agents to quickly and painlessly solve tricky customer support tickets.
Fullview Console Logs
With Fullview's console logs and troubleshooting features, teams can get an immediate overview of any issues occurring from your customer's in-app journey by seeing console information such as user steps, errors and warnings while on a call with a user or when watching a user session recording. This allows agents and developers to gain much needed context quickly, without having to ask users to explain issues, take screenshots or describe bugs.
Integrations
Fullview integrates with a variety of popular tools, making it easy for teams to get started. For example, teams that use Intercom or Zendesk for level 1 support (email and chat) can now integrate with Fullview to start cobrowsing calls and watch session replays straight from Intercom or Zendesk. This makes it much easier and more convenient to solve those support tickets that are too complicated to solve over chat or email, meaning support agents can stay productive and maintain low average time-to-resolution scores, even on more complex support tickets.
Pricing
Fullview has free and paid plans. The free plan for session replays and cobrowsing caps the limit of recorded sessions at 1000 and the number of cobrowsing sessions at 5 support calls per agent per month, respectively.
Fullview's paid plans start at $59 user/month for Fullview Cobrowsing (also gives you access to the free Fullview Session Replays plan with 1000 free recorded sessions with 7 day storage retention) and $200 for Fullview Session Replays (starting at 10,000 recorded sessions. This also gives you access to the Fullview free cobrowsing).
The modules pro modules can be purchased separately, but work best when purchased together so you can offer your users an end-to-end support experience for technical support — from watching a user's replays, to jumping on an in-app call to solve an issue, to using the console log side panel and see what is going on under the hood, technically-speaking.
Why Fullview?
Fullview is an excellent alternative for businesses that are looking for a comprehensive solution that offers unique features, such as Fullview Session Replays and Fullview Cobrowsing. Tailored to support and product teams, Fullview provides a better approach for businesses to understand their customers than regular session replay products, which anonymize user data to give marketers and UX designers big picture overviews of how most people are navigating in their product.
Unlike SmartLook, Fullview connects the async support of session replays with the live support of Fullview cobrowsing, allowing for a seamless and end-to-end workflow to solve technical support tickets.
These features help to improve metrics like CSAT, CES and time to resolution.
Fullview offers a forever-free plan, as well as a 14-day free trial to any of their premium plans, making it a risk-free way for businesses to try out a comprehensive customer support solution.
Plus, as one of the few solutions based in Europe, Fullview is fully GDPR compliant, and all user data is stored in the EU, which makes it an attractive option for European companies.
Hotjar
Hotjar is a Smartlook alternative that works by recording user behavior and displaying it to your company in the form of heatmaps. These heatmaps can be used to show where users are clicking, how far they scroll down a page, and what kind of interactions they're having with your site or app. This data can be extremely valuable for marketing teams as it provides insights into user behavior and preferences.
The benefits of Hotjar include the heatmap feature, visitor recordings, and funnels which allow you to track the steps users take before they convert or leave your site. One downside of Hotjar is that it doesn't have as many integrations as some of the other options on this list. It doesn't have any integrations, ROI tracking, or the ability to segment customers, making it less comprehensive than some of the other solutions.
Hotjar offers three plans, ranging from a free plan to a business plan starting at $80 per month. For startups or eCommerce businesses who want to increase their conversion rates, Hotjar could be a great solution.
ContentSquare
ContentSquare is a digital experience intelligence platform that provides insights into how users interact with websites and apps. The platform uses data to help businesses improve the customer experience and increase conversion rates.
Some of the benefits of ContentSquare include the ability to see how users interact with your site or app in real-time, heatmaps that show where users are clicking and scrolling, and session replays that allow you to watch recordings of user sessions. The platform also offers a variety of integrations that can integrate with your web analytics or other applications. The downsides of ContentSquare include the fact that it's a relatively new platform, so there aren't as many reviews and case studies available. Plus, there is no free trial or plan, so businesses will need to decide if the investment is worth it.
ContentSquare is not very transparent in its pricing model. Customers can expect this price to fluctuate based on the number of sessions and page views on your mobile app. Therefore, before getting started, companies will need to reach out for a custom quote.
Heap
Heap is a Smartlook alternative that offers a number of features to help businesses understand their customers. Heap provides insights into how users interact with websites and apps, including heatmaps, session replays, retroactive analysis, and conversion funnels.
The benefits of using the platform include the ability for companies to analyze customer behavior, track conversions, and improve the customer experience. One downside of Heap is that it doesn't have as many integrations as some other options on this list. Additionally, the platform can be difficult to use for those who are not familiar with web analytics.
If you're looking for a comprehensive solution that will provide insights into how users interact with your site or app, Heap could be a good option. The platform offers a free trial. For complete pricing, companies will need to contact the platform directly for a customized quote.
Fullsession
Fullsession is a basic Smartlook alternative that offers simple yet effective features to help businesses understand user behavior. The platform provides heatmaps, session recording, and customer feedback. For companies who are new to the world of web analytics, Fullsession can be a great entry point.
One downside of using Fullsession is that it's a fairly basic platform and doesn't offer as many features as some of the other options on this list. Additionally, there is no ability to use the platform for free, so you'll need to choose one of the paid plans in order to get started with the platform. However, interested customers can still request a demo of the platform before making a decision.
Conclusion
SmartLook is an excellent live customer support solution that offers unique features to help businesses understand their customers. However, there are several alternatives available that offer similar or even better features. If you're looking for SmartLook alternatives, consider using Fullview to improve your customer experience. Fullview offers a free trial so you can try out their solution risk-free.
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