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Rating
5/5
4/5
Summary
A free analytics suite with a focus on user privacy and data security. Optimize the customer journey where it was previously impossible.
Hotjar provides Product Experience Insights about your website that show how users behave and what they feel strongly about, so product teams can deliver real value to them.
Fullstory is a digital experience analytics platform that combines session replay, product analytics and AI-generated insights, with a permanent free plan.
Pros
- Ease of use
- Great authorisation management
- Packed with features
- Community forum
- Intergrated tag & consent management
- Comes with great heatmaps
- Includes session recordings
- Good polling function
- Hotjar features exit surveys
- Permanent free plan with session replay
- Choice of EU or US data center
- SOC 2 and ISO 27001, 27701 and 42001 certifications
- Warehouse sync to BigQuery, Snowflake and Redshift
Cons
- No progressive payment plan
- Ecommerce reporting can be improved
- Hotjar is not available for mobile
- Steep pricing for large organisations
- Hard to exclude URLs from reports
- Paid prices not published
- Dashboards and StoryAI not in the free plan
- Alerts and retention reports need an Advanced or Enterprise plan
- Moving to the EU data center means opening a new account
Pricing information
Starting Price
| Core - 500k | €35 p/m |
| Enterprise | €366 p/m |
| Basic | Free |
| Plus | $49+ p/m |
| Business | On req. |
| Scale | On req. |
| FullstoryFree | Free |
| Business | On req. |
| Advanced | On req. |
| Enterprise | On req. |
Free trial period
Free plan
Free plan
Free plan
Account Management
Trackable Items
10 sites or apps (free) Unlimited (Enterprise)
Unlimited
User Seats
Unlimited
1
10 on FullstoryFree, paid plans not published
Account Security
- Single Sign-on
- Two-factor Authentication
- Single Sign-on
- Two-factor Authentication
- Single Sign-on
- Two-factor Authentication
Data Processing
Data Center Locations
- European Economic Area (EEA)
- United States
- European Economic Area (EEA)
- United States
- European Economic Area (EEA)
- United States
Software Hosting
- Public Cloud
- Private Cloud
- On-Premise
- Public Cloud
- Private Cloud
- On-Premise
- Public Cloud
- Private Cloud
- On-Premise
Data Ownership
You
Hotjar
You
Data Freshness
30 min
30 minutes
Data Retention
Up to 25 months
12 months
12 months on FullstoryFree, paid plans not published
Data Sampling
By default Piwik does not sample data
Data Import
Import cost data, search keywords, user/client ID and audience data
Send user data to Hotjar to enhance analysis
Browser and Server APIs, Segment and Tealium integrations
Data Export
As CSV, XML, JSON, or via an API
Export recording meta data
Anywhere Warehouse (hourly sync to BigQuery, Redshift, Snowflake), add-on
Compliance
- GDPR
- CCPA
- HIPAA
- LGPD
- ePrivacy
- PECR
- GDPR
- CCPA
- GDPR
- CCPA
Cookieless
Piwik features a cookieless tracking option
Hotjar relies on first-party cookies.
Capture needs the first-party fs_uid cookie
Alerts & Automation
Custom Alerts
Email alerts based on thresholds
in the interface, via e-mail or Slack
Metric, segment and opportunity alerts by email, in-app, Slack, Teams; Advanced and Enterprise
Email Reports
Daily, weekly or monthly reports
e.g. daily survey responses reports
Reporting
Trend Reporting
Metric trends
Device Reporting
See on which device the user was
Device breakdown
Funnel Reporting
Detailed funnel report up to 5 steps
Discover why users drop off
Funnels and conversions
User Flow Reporting
Standard, transition & reverse Sankey charts
Journey maps, page flows
Segmentation
Unlimited segments
Create custom filters for recordings
User segments
Cohort Reports
Retention Reporting
Customer loyalty eCommerce report
Advanced and Enterprise
Attribution Reporting
Multi-channel attribution with 98% accuracy
Ecommerce Reporting
Overview, order list, product, days and sessions to purchase & customer loyalty
Order Completed and Product Purchased events
User Experience Features
Heatmaps
Create an overlay with the site inspector Chrome extension
Unlimited
Click and scroll maps
Session Recordings
Record all interaction with your site
Session replay, included in FullstoryFree
A/B Testing
No A/B testing tool only integrations
A/B experiments in Guides and Surveys add-on; Optimizely integration
User Feedback
Place NPS ratings or a survey pop-up on every page
Guides and Surveys add-on
Customizability
Custom Properties
200 slots for each scope and they can't be removed
Custom event and user properties
Custom Metrics
Also called Calculated metrics
Custom calculations
Custom Reports
Dashboards, paid plans
Custom Events
Include category, action, and optionally name and value
Track and filter sessions & heatmaps
Annotations
Add to any graph or include them in scheduled reports or alerts
Hotjar does not have annotations
Support
Support description
Piwik Pro offers extensive documentation and video tutorials. They have support offices for different regions which can be contacted by email and phone.
Hotjar offers extensive documentation and a ticketing support system. Most requests are answered within 1-2 business days, but often faster.
Support is by email and support ticket during regional weekday business hours, with a help center and community forum. Free plan tickets have a 2 business day response target, paying customers 1 business day. A Premium Support add-on gives 24/7 critical support. The FullstoryFree help article lists email support as a paid plan feature, while the support hours article lists a response target for free plan customers.
Support Options
- Phone
- Live Chat
- Ticketing system
- Knowledge base
- Community
- Phone
- Live Chat
- Ticketing system
- Knowledge base
- Community
- Phone
- Live Chat
- Ticketing system
- Knowledge base
- Community
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