Lucky Orange

BEST app to understand why your customers aren't converting

Pros:

I thought I had a store with fantastic user experience based on my previous shopify stores, but turns out what I learned so far doesn't apply to all stores... For example, the upsell on my cart's page doesn't show on certain devices unless the user scrolls down (and I wanted it to be visible immediately), another example has to do with older age groups (main audience for one of my stores) as they didn't realize there are more images for the product that they can see by simply swiping left or right, this made them keep on changing the variants to view the product in its other colors (it was a problem with a specific theme, so I added a swipe icon on the first image)... At first I thought their monthly price is not within my budget as I didn't need the app often, so I paid $50 for a limited lifetime deal with some other app, only to realize later on that I use it way more often than I originally thought, AND no one masters the app like Lucky Orange starting with its features, functionality, ease of use, speed, and ending with its super amazing support team. Thank you for such a great app :)

Cons:

The only thing is probably have my own device(s) excluded from the recordings, not sure if that's available or not - didn't look up their help section.

A very intuitive heatmapping software that does it all!

Comments: It's been a good experience and I'm glad I made the switch from another competitor.

Pros:

How easy it is to use and navigate around the software. It also shows all the features you need to be successful with your digital marketing.

Cons:

I think some recordings or stats are missing. It doesn't pick up every user.

Amazing Product! Heat-mapping made easy : )

Comments: The overall experience has been excellent! It's my go-to tool for exploratory & investigation analysis for our website. It helps me immensely in making data-driven decisions daily.

Pros:

In one word: EVERYTHING! Great product, easy to operate, easy setup & impressive visualization capabilities!

Cons:

Back-tracking of data for heat mapping is only possible for 60 days!

Lucky Orange is a Critical Tool at a Great Price

Comments: I've only had to contact customer support one time and they were very quick to respond and resolve my issue. They seem like a talented group of people. Very professional and excellent customer service.

Pros:

What I like most is that I can watch my potential customers sessions exactly from their perspective while they are on my site. Doing so makes obvious the differences between where I thought a customer would go verses where they are actually going. This helps me determine what changes and improvements I need to make. It identifies errors that I didn't know were happening. It shows me areas where customers have trouble finding things or navigating. I also love the live view feature and can watch customer's sessions from their perspective in real time. I've been able to walk users through things.

Cons:

The videos sometimes don't load well for me or I have to keep clicking the play button. That could be because I'm using FireFox on a VPN with very heavy threat protection. Despite that, the playback is adequate and I have not pursued a resolution to that issue. Still totally worth it. Although the video information is critical and extremely helpful, it actually can seem torturous and highly annoying to watch customer sessions because they click all over the place other than what I want them to click on. I can't watch that for very long and sometimes my customers will be on my site for close to an hour before they buy. I only really watch sessions where the user visited more than 3 pages.

Has helped us offer better support and better track down customer issues

Pros:

The live chat and session recordings have enabled us to better serve our customers. The live chat allows us to answer questions in real time for customers and allows them to complete their order without having to sit on hold trying to connect with us via the phone. It also allows us to better track down issues customers experience.

Cons:

The biggest challenges we have had is that sometimes the session recordings do not exactly match what the customer experienced. I am not certain, but I think it may have to do with externally hosted JavaScript files. It would also be helpful if when you are searching for a customer session, more of the data would bring up the session. Sometimes even when I have the city, state, phone number and email address of a customer, I still cannot locate their session recording. This is especially frustrating when I finally find the session and some or all of that information is in the session data, but it still did not come up in the session search results.