SmartLook: Product Overview and Alternatives

If you're looking for a live customer support solution, you may have come across SmartLook. It's one of the most popular live customer support tools on the market. But is it the best, or is your team potentially missing out on a better SmartLook 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.

SmartLook's pro plans start at $39 and they have a 10-day trial to help you test out all of the features.

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 provide their customers with real-time assistance, 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 live customer support needs. Plus, most premium features are only available on paid plans.
  • The 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.
  • Some reviews mention that the SmartLook support team can be challenging to get in touch with, which may be an issue if you encounter any problems with the tool.

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 Replays recording with console information on the right.

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 Replays

Fullview Replays allow you to watch recordings of past user sessions to understand what went wrong and how to improve the user experience. All user sessions in your app are recorded, so agents can review them on an ongoing basis and 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.

Why is this particularly suitable to customer support, rather than, say, marketing? Since user sessions are not anonymized, you will know exactly which user's session you are watching. All data is encrypted, stored in the EU, and only you have access to it.

Fullview Live

Fullview live is our cobrowsing product that 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 to quickly and painlessly solve tricky customer support tickets.

Fullview Console

With Fullview Console, 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.

Pricing

Fullview has free and paid plans. The free plan caps the limit of recorded sessions at 1000 and the number of cobrowsing sessions at 15 support calls per agent per month.

Fullview's paid plans start at $59 user/month for Fullview Live (also gives you access to the free Fullview Replays plan) and $40 for Fullview Replays (starting at 5000 recorded sessions).

Why Fullview?

Fullview is an excellent alternative for businesses that are looking for a comprehensive solution that offers unique features, such as Fullview Replays and Fullview Console. Tailored to support and product teams, Fullview provides a better approach for businesses to understand their customers that regular session replay products, which anonymize user data to give marketers and UX designers big picture overviews of how most people are using navigating in their product.

Unlike SmartLook, Fullview connects the async support of session replays with the live support of Fullview live, allowing for a seamless and end-to-end workflow to solve technical support tickets.

These features help to improve metrics like CSAT and time to resolution; product development and UX metrics like feature adoption rates and customer churn; and development metrics like deployment frequency and lead time.

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.

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.

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 $89 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 ability to use the platform for free, 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.

Author

Shifa Rahaman

Content Marketing Manager

Contributor

The best SmartLook alternative for customer support teams? Fullview.

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