Lucky Orange Heatmaps & Replay

The team was really supportive and cooperative when we were integrating the app to the website as due to the update we had some issues. Jordan was super helpful and professional. He was very supportive and gave the perfect solution. I was really thankful. The first month was really good.

Game changer for my business. I can now see the whole experience of a shopper, and use the insights to improve the experience. I love this tool.

lots of recordings don't work, they don't record entire sessions, the usability has gotten worse. Rubbish.

This app is really easy to use & the support is great! Justin was very helpful when taking me through the app and the best plan options for our site.

I initially had some issues connecting my site, but received personal 1:1 support to get my site connected. I'm glad I did, because the tooling provided is extremely helpful for gathering insights on what my customers are seeing, doing, and reacting to. I particularly like the checkout events insights which not all heatmap apps can offer. This is a polished experience with really helpful human support able to connect when you have trouble. Highly recommend.

I use Microsoft Clarity, which offers similar features for free. I’m not really sure why I need to pay so much for this app when I can get similar functionality without any cost.

Great app. We use it for a few of our companies to record sessions and make improvements to CRO/UI/UX! Along with this their customer service has been incredible working with us during the COVID-19 Crisis, and extremely responsive. We recommend 100%.

I've been using Lucky Orange for many months now. The session recordings still impress me and gives valuable real-world feedback on how customers navigate my site and how I should respond when improving it. It's a data-driven approach that anyone who cares about the customer experience should utilize rather than relying on assumptions. Highly recommend it.

We normally receive around 1,000 to 2,000 website visitors per month. Over just a few days in August, we were hit with tens of thousands of automated bot sessions, and Lucky Orange counted that traffic toward billable usage. That resulted in nearly $600 in Lucky Orange-related charges in one month, which is roughly what we had budgeted to spend on the service for an entire year. We contacted Lucky Orange on August 8 after the first bot-related charge and specifically asked for help preventing automated traffic from consuming our billable usage again. Despite that, we were charged again on August 30. What followed was more than a month of confusing support responses, unclear refunds, and repeated difficulty getting the two billing events properly addressed. They eventually refunded one $235 usage charge but refused to refund the other. We have now cancelled Lucky Orange because we no longer trust the billing to be predictable, and the customer service and communication problems became irresolvable. We intend to continue addressing the remaining disputed charge through Shopify and our payment provider or bank. The analytics product itself has useful features, but small businesses should be very cautious about bot traffic, automatic usage billing, and spending limits. Update: After I posted my original review, Lucky Orange had an Enterprise Account Manager personally review the full correspondence and billing history. He identified that parts of the earlier communication were unclear and that the original 50% credit for the first bot-traffic charge had not been followed through. Lucky Orange has now issued an additional $117 refund. I’m updating my rating from 2 to 3 stars because they did finally acknowledge the mistakes and make a meaningful effort to correct them. Update: Lucky Orange ultimately refunded all of the disputed bot-related usage charges, and I appreciate Will from Client Services personally reviewing the full history and resolving what earlier support had missed. I am leaving this review because the resolution took nearly two months and many hours of correspondence. During that period, we received confusing explanations about refunds, prior commitments were missed, and I ultimately cancelled the service because I had lost confidence in the billing and support process. I give Lucky Orange credit for eventually making the billing right, so I changed the review to 4 starts, but I hope they improve how unusual bot traffic, automatic usage charges, and billing disputes are handled so other small businesses do not have the same experience.

This app is fantastic! It gives me a daily pulse on how our store is doing. It also gives me insights into where customers get confused, what barriers might be preventing a sale due to our website UX, and what areas of our website are working well. This app is well worth the money.

It's not working correctly, when I have on shopify store and google analytics visitors lucky orange it doesn't work at all...and after that it reach a "limit" about the first monthly fee, after not working, and it just don't work anymore! So don't waste your money. The customer service is not helpful at all.

great features! and almost zero setup

Love this app. Great info on who’s visited where ! Helpful tool

Really choppy and hard to just watch the video straight through. Whatever the new user face is or the user interface is, it's pretty terrible.

Excellent App!!!

Very useful app! Responsive and helpful customer service.