Intercom is a well-known customer messaging platform that aims to foster better relationships between businesses and their customers. While Intercom provides a wide range of features including live chat, customer support, and customer engagement, their user survey capabilities are a key component that assists businesses in understanding and improving their customer experiences.
Intercom's survey feature is designed to gather crucial insights directly from users. These surveys can be sent out in different forms such as in-app messages, emails, or chatbot conversations, ensuring that you can collect feedback across different touchpoints in your customer's journey.
The platform offers highly customizable survey templates, allowing businesses to design surveys that match their brand and address specific topics or issues. This flexibility ensures that your surveys are as relevant and engaging as possible, encouraging higher response rates and more valuable feedback.
Hotjar is a powerful user behavior analytics and feedback service that enables businesses to visualize how users interact with their websites or applications. By offering an array of tools including heatmaps, session recordings, and user feedback surveys, Hotjar helps businesses gain a deep understanding of their users' needs, frustrations, and motivations.
A standout feature of Hotjar is its heatmaps, which visually represent user clicks, taps, and scrolling behavior on your website. These heatmaps offer a bird's-eye view of how users interact with your site, highlighting areas of interest, potential usability issues, and parts of your site that may be overlooked.
Hotjar also offers session recordings, providing an unfiltered look at user behavior. By recording real visitor sessions, Hotjar allows businesses to see exactly how users navigate their site, uncovering usability issues that may not be evident from traditional analytics.
Intercom's survey features, while generally praised for their utility, have received some criticism from users who believe they could be more adaptable and user-friendly. A user on G2 expressed difficulty in modifying the surveys to fit their specific requirements. They found the user interface less than intuitive, which complicated the process of survey creation and distribution.
A user on TrustRadius shared similar thoughts. They appreciated the overall functionality of the Intercom platform but felt the survey features fell short. They found the features to be less flexible than desired and lacked the detailed feedback they were seeking.
Hotjar, a recognized authority in the realm of user behavior analytics, receives accolades for its easy-to-navigate interface and a wide array of features such as heatmaps, session recordings, and conversion funnels (source). Yet, there are areas that need enhancement. Users have highlighted the need for more sophisticated filtering in session recordings, which currently makes it a challenge to track specific user interactions (review). The data retention policy, which only stores data for a year, is seen as a drawback for analyzing long-term trends (review). These critiques provide Hotjar with valuable insights to improve its service and better satisfy its users.
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