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Rating
5/5
Summary
The only digital insights platform that gives you complete understanding of your customers’ digital journeys, so you can quickly improve conversion, retention, and customer delight.
Open Web Analytics is the free and open source web analytics framework that lets you stay in control of how you instrument and analyze the use of your websites and application
Enterprise-level web analytics. Adobe Analytics lets you mix, match, and analyze data from any digital point in the customer journey.
Fullstory is a digital experience analytics platform that combines session replay, product analytics and AI-generated insights, with a permanent free plan.
Pros
  • It is easy to implement
  • It has data science capabilities
  • Reports are easy to build
  • Interface is user-friendly
  • The software is open source
  • It is very customizable
  • Ecommerce reporting
  • Privacy friendly
  • The script is lightweight
  • Great segmentation
  • Good video tracking
  • Customizable
  • Easy report creation
  • 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
  • Tech support is quite basic
  • Difficult to share dasboards
  • Onboarding could be improved
  • Limited reporting features
  • Technical skill required
  • Comply with data privacy regulations
  • You need a secure server
  • Pricing can be quite steep
  • Tech support can be improved
  • Can be difficult to implement
  • Can be challenging to get educated
  • 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
FreeFree
GrowthOn req.
ProOn req.
PremierOn req.
SelectOn req.
PrimeOn req.
UltimateOn req.
FullstoryFreeFree
BusinessOn req.
AdvancedOn req.
EnterpriseOn req.
Free trial period
Free plan
Free plan
Free plan
Free plan

Account Management

Trackable Items
1
Unlimited
Unlimited
User Seats
Unlimited
Unlimited
Unlimited
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
  • Single Sign-on
  • Two-factor Authentication

Data Processing

Data Center Locations
  • European Economic Area (EEA)
  • United States
  • Not applicable
  • 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
  • Public Cloud
  • Private Cloud
  • On-Premise
Data Ownership
You
You
Adobe Analytics
You
Data Freshness
Realtime
Realtime
2 hours
Data Retention
12 months
Unlimited
25 months by default
12 months on FullstoryFree, paid plans not published
Data Sampling
Some Audience Manager reports display results sampled data
Data Import
by means of the REST API
Though data sources, API or data connectors
Browser and Server APIs, Segment and Tealium integrations
Data Export
Via CSV or API
by means of the REST API
Through data feeds, a data warehouse or FTP and SFTP
Anywhere Warehouse (hourly sync to BigQuery, Redshift, Snowflake), add-on
Compliance
  • GDPR
  • CCPA
  • HIPAA
  • GDPR
  • CCPA
  • GDPR
  • CCPA
  • HIPAA
  • PECR
  • GDPR
  • CCPA
Cookieless
Heap relies on first-party cookies
Sets first-party cookies (owa_v, owa_c, session). Lifetimes can be shortened or made session-only.
Adobe uses tracking cookies
Capture needs the first-party fs_uid cookie

Alerts & Automation

Custom Alerts
Via Slack or email
Via e-mail or SMS
Metric, segment and opportunity alerts by email, in-app, Slack, Teams; Advanced and Enterprise
Email Reports
Schedule regular emails for important charts
Flexible scheduled reporting

Reporting

Trend Reporting
Metric trends
Device Reporting
Device types, OS, OS versions & mobile carriers
Device breakdown
Funnel Reporting
With quantitative measurement of user friction & step suggestions
Bar chart funnel report
Funnels and conversions
User Flow Reporting
Sankey chart with path comparison
Fallout & Flow (Sankey chart) reports
Journey maps, page flows
Segmentation
Quickly identify patterns in user behavior
Advanced segments with Segment builder & Segment manager
User segments
Cohort Reports
Churn, rolling & latency tables
Retention Reporting
Retention cohort report
Advanced and Enterprise
Attribution Reporting
Track UTM parameters or initial referrer sources
Apply to metrics, breakdowns or compare models
Ecommerce Reporting
Easy setup with eCommerce Activation Kit
Very flexible ecommerce reporting
Order Completed and Product Purchased events

User Experience Features

Heatmaps
Called activity map
Click and scroll maps
Session Recordings
Automatically filters relevant replays
Domstream
Session replay, included in FullstoryFree
A/B Testing
A/B experiments in Guides and Surveys add-on; Optimizely integration
User Feedback
Track NPS score events in surveys
Guides and Surveys add-on

Customizability

Custom Properties
Custom event and user properties
Custom Metrics
Unlimited calculated metrics
Custom calculations
Custom Reports
Reports in Analysis workspace are customisable
Dashboards, paid plans
Custom Events
Up to 1.000 success events
Annotations
Available in Workspace

Support

Support description
Heap offers extensive documentation and access to their in-depth collection of Heap University courses to get up and running. Need more help? Join the community or contact their knowledgable support staff through email.
Because Open Web Analytics is open source, all documentation is found on GitHub. Apart from the community, there are no support options available.
The support of Adobe Analytics consists of an expansive knowledge base and an online community. Phone and chat options exist for certain user types. Besides that, they offer many training options and tutorials.
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
  • Email
  • Live Chat
  • Ticketing system
  • Knowledge base
  • Community
  • Phone
  • Email
  • Live Chat
  • Ticketing system
  • Knowledge base
  • Community
  • Phone
  • Email
  • Live Chat
  • Ticketing system
  • Knowledge base
  • Community
  • Phone
  • Email
  • Live Chat
  • Ticketing system
  • Knowledge base
  • Community
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