What do you like best?
The custom reports, and the historical views of the data. How I can run and compare reports over time (days weeks months) in one place.
What do you dislike?
The inaccuracies (#s will jump) over time, I record HEAP data daily/weekly/monthly and when I go back to see it I notice there are something slight or LARGE changes in the numbers
I also dislike how easily it is to pull inaccurate information if your report isn't properly defined in many different categories - it's very easy to pull and analyze highly skewed data.
It also seems like some coding abilities would help the reports be built out properly, but as a CSM I have zero coding knowledge
I also had an unpleasant experience with a customer support call in the past, where I was told to "Put a pin in it" at one point. I did, however, have an incredibly pleasant and helpful experience with someone new after that and he helped me out for weeks and really enhanced the accuracy of my reporting.
Recommendations to others considering the product
Have HEAP assist you in some sort on onboarding journey - utilize the support if you are not familiar with the service otherwise you can end up pulling very inaccurate numbers
What business problems are you solving with the product? What benefits have you realized?
Our product has two features...
1) Research and analysis via email alerts
2) A research technology platform
Our tech platform is valued at 30% compared to our email service, yet we have invested so much in created the platform. Many users are unaware it exists and are pleased to just receive the emails since they contain so much valuable information.
We want to understand what our users value on the site, how to compare it all and where our deficiencies stand.