Heap

All-in-one solution for creating great digital experiences.

About Heap

Heap is a digital insights platform that enables digital experience teams to improve customer experiences by pinpointing exactly where users are struggling and quickly make improvements to ensure an intuitive, enjoyable user experience. Rather than relying purely on gut instinct, teams can leverage digital engagement data to test hypotheses and answer questions as they arise.

Get the why behind the what with Heap’s One-Click Session Replay. Bring instant context to analytics & immediately find friction, fully understand user behavior, and quickly identify solutions to the biggest challenges.

Heap's powerful data science layer scours datasets to automatically uncover the insights that lead to the biggest business results — even on untracked events.

Build a personalized experience by creating user cohorts based on real actions taken on site or app. Understand how different users navigate digital experiences, personalize communications, and bring third-party data into Heap to build user segments that accurately incorporate the full customer journey.

With over 100 integrations across the stack, teams can deliver the right information to the right customers at the right moment in their journey.

Heap takes the safety of your customer data seriously: Custom security configurations, built-in PII protections, encrypted data transfer, SOC 2/GDPR compliance, and programmable controls keep your customer data safe and secure.

Only Heap can surface the insights teams need to win: With native session replay, a complete data foundation, and automated data science, teams can understand the full user journey to quickly improve conversion, retention, and customer delight.


Key benefits of Heap

Heap's Key Differentiators:

- Data Foundation: Unlike manual tracking, Heap Autocapture provides complete granularity into every single digital interaction along the customer journey without additional engineering or administrative burdens. To manage this streaming data, the data engine delivers instant access to high quality, trusted data at virtually any scale.

-Session Replay: Heap’s One-Click Session Replay brings instant context to your analytics so your teams can immediately find friction, fully understand user behavior, and quickly identify solutions to your biggest challenges.

- Proactive Insights: Data science applied to complete, retroactive digital engagement data from Heap Autocapture enables users to uncover blind spots (unknown unknowns) in their business, while exploring and analyzing all their data in real-time.

- Automated Action: Users can quickly answer questions and act on their insights in their chosen tools or data warehouse via streamlined workflows and fully automated data pipelines.

- Integrations Across the Stack: Over 100 integrations ensure you can deliver the right information to the right customers at the right moment in their journey.

- Direction on Key Investments: Heap’s data science tools show you the alternate paths users take, the amount of effort it takes users to get through any flow, and the events that most correlate with conversion and retention, automatically.

- A Single Platform for Data-Driven Decisions: Other solutions give you quantitative or qualitative tools. Heap integrates the two, giving you complete visibility into everything your users do.


Images

Heap Software - All actions for a single user can be viewed in an activity feed in Heap
Heap Software - Segments can be defined using any number of filters
Heap Software - Highly-targeted funnels can also be created to track conversions
Heap Software - Funnels can be broken down by user segments, such as the device type used
Heap Software - User retention can be tracked using Heap
Heap Software - Retention metrics can also be presented as graphs
Heap Software - 7
Heap Software - 8
View 9 more
Heap video
Heap Software - All actions for a single user can be viewed in an activity feed in Heap
Heap Software - Segments can be defined using any number of filters
Heap Software - Highly-targeted funnels can also be created to track conversions
Heap Software - Funnels can be broken down by user segments, such as the device type used
Heap Software - User retention can be tracked using Heap
Heap Software - Retention metrics can also be presented as graphs
Heap Software - 7
Heap Software - 8

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Starting Price

US$24 000,00
year
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month

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Integrations

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Ease of Use

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Value for Money

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Reviews

Overall rating

4,5 /5
(40)
Value for Money
4,5/5
Features
4,5/5
Ease of Use
4,2/5
Customer Support
4,3/5

Already have Heap?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 40
Francisco
Francisco
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A must/have tool to understand user behaviour

Reviewed on 2017/12/08

Understanding our users in ways we could have never without it. We use it on a daily basis and...

Understanding our users in ways we could have never without it. We use it on a daily basis and thanks to this our website continues to improve. We recommend this without a doubt! Best we've used and tested.

Pros

Thanks to Heap we've been able to track every single step of our user's journey. We've made an incredible amount of improvements and have found bugs in places we could have never without this tool. It even makes Google Analytics look average. Absolutely wonderful piece of software

Cons

I can't say using and implementing heap is the easiest thing. However, there are many tutorials, they have a great onboarding process and their customer service is magnificent. I assume you can't expect a tool this good to be the easiest to use. It needs some training!

Rob
Rob
Overall rating
  • Industry: Internet
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

A More Intuitive GA Alternative

Reviewed on 2019/08/30

It took a long time to determine if they were the right solution and to justify the cost, but once...

It took a long time to determine if they were the right solution and to justify the cost, but once the contract was signed the benefits were almost immediate. It is impossible in this day and age to have just one analytics tool, but Heap is a very powerful complement to your took box.

Pros

The feature set makes it very easy for use by a cross-section of disciplines within your organization. It does not require lengthy training to become proficient in the tool, but Heap does offer a lot of resources to help individuals learn at their own pace/time.

Cons

It requires a bit of set-up out of the box in terms of the reporting/analyzing piece of the business. You have to create events and map pages and that can be a bit time consuming, but once you do it, it doesn't have to be updated again.

Alternatives Considered

Google Analytics 360

Reasons for Choosing Heap

We did not switch entirely, we just downgraded versions of GA.

Switched From

Google Analytics 360

Reasons for Switching to Heap

It was more powerful in terms of user journey analytics and is easier to use for the majority of the organization.
Charlie
Charlie
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 51–200 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Ok analytics software if you have developer skills. There are easier to use tools out there

Reviewed on 2018/11/01

Mainly used it to export contact details of our customers and segment them depending on actions...

Mainly used it to export contact details of our customers and segment them depending on actions done or pages visited.

The interface looks very old and to set up events, segments etc. you need some basic understanding of how APIs and URLs work.

also, one of the worst communications with a company that I've experienced.

Pros

Easy to implement, compared to other solutions.

Cons

Time-consuming to set up specific events and segments.
Only exports up to a set number of rows, so you need multiple exports
No royalty for their long-standing customers.
Company staff not good at communicating

Atour
Overall rating
  • Industry: Research
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Every report is entirely real-time.

Reviewed on 2022/11/04

Its ability to pinpoint precisely where users are having problems allows it to enhance the customer...

Its ability to pinpoint precisely where users are having problems allows it to enhance the customer experience while promoting a simple and entertaining user interface.

Pros

I can define events and conversions in the past with the help of Heap. This is a helpful feature, especially in circumstances when deliverables are constantly changing.Because Heap tracks every user event out-of-the-box and doesn't require custom labeling, it has a low maintenance cost for tags.Heap is pre-optimized, in my experience as an analyst, for complex web and mobile apps.

Cons

Every user event is recorded automatically by Heap's event tracking system. Although this is a helpful feature, it poses a confusing storage problem which I found. You might need outside assistance services when creating queries to segment this data.

Alternatives Considered

Hotjar

Reasons for Choosing Heap

Heap performs dataset analyses to reveal hidden information within the user's digital journey.

Switched From

Adobe XD
Paulo
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

The no-brainer go-to when it comes to understanding your UX

Reviewed on 2020/09/29

Our experience has been overwhelmingly positive. Heap gives you the capacity and flexibility that...

Our experience has been overwhelmingly positive. Heap gives you the capacity and flexibility that few analytics tool can give to measure the user experience of your website at atomic level and build up from that. There is no easier way to understand the impact of each button, style, feature, functionality, page, tool on our users than with this tool, and, again, it works out of the box.

Pros

By far the most impressive feature is the fact that from the moment you install heap on your website you can virtually track anything that happens, regardless of being in the past. That is, even if you don't configure anything, it already records everything so you can retroactively analyse funnels, clicks, user behaviours and much more.

Another feature that is well implemented is the flexibility to customize segments and events. The tool is designed so you can make your own building blocks for your dashboards, making it a very powerful ally when it comes to understanding what your users are doing in the platform. For example, in most tools it's a headache to even think about analyzing the impact a new feature has on the retention of a segment of your users, especially if didn't think about it when developing the feature. With heap, not only it is possible but it is also very simple and quick. For the first time, our team can think about validating business hypothesis without needing any prior coding or preparation, and even test them long after the features have been released.

Cons

If your frontend programmers are not completely aware of the impact their changes might have, it can be very easy for them to erase css classes and/or change the html structure, which can have a big impact on the events (and, consequently, dashboards) on heap. On the long term, this hurts. Even though heap has put in place warnings when events stop triggering, it is still hard to maintain if you don't bring your developers on board to avoid making structural or class changes. The alternative might be to add IDs to every button, link, page, section, etc, so to ensure the events are kept alive, but that is also not a good option. If you don't expect your webpage to change that much, then this is not a problem.

The amount of configurations and customizations in the dashboards and reports is limited. There should be a more powerful reporting tool, with more (and more customizable) charts.

Alternatives Considered

Google Analytics 360 and Kissmetrics

Reasons for Switching to Heap

Low level control over defining events and defining user segments. Being able to analyse events and funnels even in the past.
Showing 5 reviews of 40 Read all reviews

Heap FAQs

Below are some frequently asked questions for Heap.

Heap offers the following pricing plans:

  • Starting from: US$24 000,00/year
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

14-day free trial, no credit card required. Analysis - up to 10,000 sessions per month: free Infrastructure - millions of sessions per month: custom pricing

Heap has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Heap supports the following languages:

English

Heap supports the following devices:

Heap integrates with the following applications:

AB Tasty, Amazon Redshift, Amazon S3, Appcues, Attribution, Autopilot, AxisRooms, Braze, Census, Chameleon, Clearbit, Delighted, Fivetran, Flagsmith, FullStory, Google Optimize, Hightouch, HubSpot CRM, Intercom, Iterable, Kameleoon, Klaviyo, LaunchDarkly, Looker, Mailchimp, Marketo Engage, Optimizely, Oracle Eloqua Marketing Automation, Product Fruits, Qubit, Salesforce Foundation, Segment, SendGrid, Shopify, Single Sign-On, Snowflake, Statsig, Stitch, Stripe, Tealium Customer Data Hub, Userflow, Userlist, VWO Insights, Zapier, Zendesk Suite

Heap offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Chat

Related categories

See all software categories found for Heap.