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Rating
4/5
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.
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.
Optimize your website with certainty, not assumption. Watch real user journeys, with automatic Friction Scores that detects where to focus first.
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
- Comes with great heatmaps
- Includes session recordings
- Good polling function
- Hotjar features exit surveys
- Intuitive dashboards
- Great filtering
- Possibility to tag elements
- Helpfull support
- Automatic form tracking
- User feedback 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
- Tech support is quite basic
- Difficult to share dasboards
- Onboarding could be improved
- Hotjar is not available for mobile
- Steep pricing for large organisations
- Hard to exclude URLs from reports
- Lack of insight for Iframe recordings
- Funnels could be improved
- You run into credit limit quite fast
- 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
| Free | Free |
| Growth | On req. |
| Pro | On req. |
| Premier | On req. |
| Basic | Free |
| Plus | $49+ p/m |
| Business | On req. |
| Scale | On req. |
| Free | Free |
| Starter | €39 p/m |
| Growth | €129 p/m |
| Business | €259 p/m |
| Pro | €499 p/m |
| Enterprise | On req. |
| FullstoryFree | Free |
| Business | On req. |
| Advanced | On req. |
| Enterprise | On req. |
Free trial period
Free plan
Free plan
14 days
Free plan
Account Management
Trackable Items
1
Unlimited
10
User Seats
Unlimited
1
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
- European Economic Area (EEA)
- United States
- European Economic Area (EEA)
- 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
Hotjar
Mouseflow
You
Data Freshness
Realtime
30 minutes
Realtime
Data Retention
12 months
12 months
12 months
12 months on FullstoryFree, paid plans not published
Data Sampling
Data Import
Send user data to Hotjar to enhance analysis
through integrations
Browser and Server APIs, Segment and Tealium integrations
Data Export
Via CSV or API
Export recording meta data
via CSV or to third-party tools by ID push
Anywhere Warehouse (hourly sync to BigQuery, Redshift, Snowflake), add-on
Compliance
- GDPR
- CCPA
- HIPAA
- GDPR
- CCPA
- GDPR
- CCPA
- GDPR
- CCPA
Cookieless
Heap relies on first-party cookies
Hotjar relies on first-party cookies.
Mouseflow uses first-party cookies
Capture needs the first-party fs_uid cookie
Alerts & Automation
Custom Alerts
Via Slack or email
in the interface, via e-mail or Slack
Via web hook
Metric, segment and opportunity alerts by email, in-app, Slack, Teams; Advanced and Enterprise
Email Reports
Schedule regular emails for important charts
e.g. daily survey responses reports
Hourly, daily, or weekly emails
Reporting
Trend Reporting
Simple visitor trend graphs
Metric trends
Device Reporting
See on which device the user was
Filter by device type, OS, browser & screen resolution
Device breakdown
Funnel Reporting
With quantitative measurement of user friction & step suggestions
Discover why users drop off
Simple funnel report, watch recordings from converters
Funnels and conversions
User Flow Reporting
Sankey chart with path comparison
Journey maps, page flows
Segmentation
Quickly identify patterns in user behavior
Create custom filters for recordings
Segment users to filter heatmaps & recordings
User segments
Cohort Reports
Retention Reporting
Advanced and Enterprise
Attribution Reporting
Track UTM parameters or initial referrer sources
Ecommerce Reporting
Easy setup with eCommerce Activation Kit
Order Completed and Product Purchased events
User Experience Features
Heatmaps
Unlimited
Click, movement, scroll, attention, live & geo heatmaps
Click and scroll maps
Session Recordings
Automatically filters relevant replays
Record all interaction with your site
Elaborate filtering & livestream options
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
Track NPS score events in surveys
Place NPS ratings or a survey pop-up on every page
Custom triggered text, multiple choice & NPS ratings
Guides and Surveys add-on
Customizability
Custom Properties
Custom event and user properties
Custom Metrics
Custom calculations
Custom Reports
Automatic form tracking
Dashboards, paid plans
Custom Events
Track and filter sessions & heatmaps
Custom tagging of recordings
Annotations
Hotjar does not have annotations
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.
Hotjar offers extensive documentation and a ticketing support system. Most requests are answered within 1-2 business days, but often faster.
Mouseflow provides support in four languages and through phone, email, and an extensive knowledge base
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
- Phone
- Live Chat
- Ticketing system
- Knowledge base
- Community