Hotjar

What do you like best?

Hotjar widget gives us an easy way to enable users to provide feedback directly inside our SaaS product, users can do it anonymously or by leaving their email information. On top of that, we love to see how our users behave when using the platform and creating marketing campaigns, it definitely helps us to understand our users better and improve the user experience on our product. Also, I love that the basic version of the product is free - thanks to that, we started using the platform at an early stage when we still had a low startup budget. Plus, their company culture seems great, it's cool that they are a remote company.

What do you dislike?

I would like to see more opportunities to add to the feedback widget, like for instance the ability for the customer to access support help, directly inside the widget, so we could help them resolve their issues on the spot. Currently, our users have to go to the support widget or move to website chat to access help. Also, we recently had some logging-in issues, hope that's going to be resolved soon.

Recommendations to others considering the product:

Make sure you visually modify the Hotjar widgets before adding their code to your software and set up a customer success email to receive the user feedback as well, so they can quickly answer to customer concerns.

What problems are you solving with the product? What benefits have you realized?

Thanks to Hotjar, we were able to improve our software, spotting usability issues fast and also contact customers once those issues were resolved. This helped us to build trust and long-term relationships with our customers. The recording feature also enables us to understand our users better and see where they struggle to achieve their goals.