Lucky Orange Heatmaps & Replay
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lots of recordings don't work, they don't record entire sessions, the usability has gotten worse. Rubbish.
Thank you for leaving us a rating! Don’t hesitate to reach out if you need anything. Cheers - Will from Lucky Orange
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.
Thank you for your review! We’re so happy that you’ve been able to start wading into Lucky Orange! Our team is always here to help our customers be as successful as possible, both now and in the future. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Justin from Lucky Orange
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.
Thank you for your review! We’re so happy that we’ve been able to impress you with our technology, onboarding and customer support and are thrilled to be part of your journey. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
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.
Thank you for being a customer with us for the past three years and for sharing your feedback. We’d appreciate the opportunity to better understand what changed in how you view the value of Lucky Orange. Microsoft Clarity provides great basic tools for heatmaps and session recordings, but Lucky Orange is built for what comes next. We connect behavior to your Shopify data, so you can see which sessions turned into orders and where shoppers dropped off. You can act on problems in the same place you find them. Chat live with a shopper who's hesitating, run a survey asking why visitors leave, use form analytics to find the exact field causing drop-off, and post announcements to guide visitors. We're Built for Shopify and work directly with Sidekick, so these insights show up where you already work. When you need help, you get our support team, not a community forum. If you aren't getting value from these features today, we'd like to walk through your account with you, show you where it can drive more revenue and make sure your plan fits how you use it. Please reply to our 10/7 email or reach us at [email protected]. Regards - Will from Lucky Orange
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.
Thank you for your review! We love to hear that getting a front seat to your customers’ online interactions has been just what you needed to grow your business. Our team is just one email away! Cheers - Jordan from Lucky Orange
Excellent App!!!
Thank you for your review! We’re so happy that we’ve been able to impress you with our technology, onboarding and customer support and are thrilled to be part of your journey. Again, we appreciate your review, and we're here should you need anything else! Cheers - Will from Lucky Orange
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.
Thank you for sharing your feedback. We aim to deliver smooth, reliable session recordings, and we are sorry to hear your experience didn't meet that standard. Because we hadn't received a support request prior to this review—and haven't seen similar reports from other users—we want to make sure we investigate what happened in your specific environment right away. As soon as we saw your feedback, our team reached out directly to request store access so we could troubleshoot. While we haven't heard back yet, we would still love the chance to fix this for you. Please reply to our email or reach out to us at [email protected] so we can get to work resolving this immediately. Regards - Will from Lucky Orange
Very useful app! Responsive and helpful customer service.
Thank you for your review! We’re so happy that we’ve been able to impress you with our technology and customer support and are thrilled to be part of your journey. Happy tracking! Cheers - Justin from Lucky Orange
Lucky Orange has been extremely helpful for understanding how customers use my store. The session recordings and heatmaps make it easy to see where shoppers hesitate, what they click on and where improvements are needed. It has helped me identify issues I would never have noticed otherwise. Easy to use and a valuable tool for any Shopify store owner.
Thank you for your review! Being able to see what visitors do and experience on your Shopify site can make all of the difference in improving the customer experience and your conversions. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Jordan from Lucky Orange
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.
Thank you for taking the time to share your feedback. We know how frustrating unexpected bot traffic spikes can be, and we regret that your experience with our billing process added to that frustration. Our "Keep Me Tracking" feature is designed to prevent data gaps during traffic spikes, and even help identify bad traffic sources that could end up being very harmful to your store like the bot you experienced. While our system processed the session data and resources during that period, we always aim to handle these edge-case scenarios with fairness. While a timing overlap during our back-and-forth caused a second billing cycle to trigger before we could adjust your plan, we immediately refunded the additional charge once we heard back from you on how you wanted to proceed. Our Enterprise team has audited your account history and recognized an additional refund was missed and has now been honored to account for the initial request you had emailed in with. We’ve also reached out to you directly via email to help reconfigure your account settings—including turning off automatic plan adjustments—so your budget remains fully protected moving forward. We appreciate your patience while we worked to resolve this, and we hope to continue supporting your business. Regards - Will from Lucky Orange
This is an amazing app! You can see so much data to who make edits to your website, make the experience better for your customer. It’s truly super helpful. You need the time to be able to review it all but it’s helpful! Try it out!
Thank you for your review! Being able to see what visitors do and experience on your Shopify site can make all of the difference in improving the customer experience and your conversions. Thanks again for your review, and don't hesitate to reach out with any questions! Cheers - Justin from Lucky Orange
Thank you for taking the time to leave us a rating! Cheers - Jordan from Lucky Orange
very helpful!
Thank you for your review! We’re thrilled that you’ve been able to get so much from Lucky Orange visitor behavior. Again, we appreciate your review, and we're here should you need anything else! Cheers - Jordan from Lucky Orange
Justin was very helpful in answering my questions and helping us get our order tracking fixed!
These are words we love to hear! We’re always here to help our customers be as successful as possible, both now and in the future. Happy tracking! Cheers - Justin from Lucky Orange
Lucky Orange is great for gaining insight into how visitors interact with our website and where we can improve. The customer support has also been very helpful. Justin took the time to investigate a tracking issue with our Shopify setup and clearly explain what needed to change. Really appreciate the support and personal attention!
Thank you for your review! We’re so happy that you’ve been able to start wading into Lucky Orange! Our team is always here to help our customers be as successful as possible, both now and in the future. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
Love this app. Great info on who’s visited where ! Helpful tool
Thank you for your review! Lucky Orange has so many features that can help you see from your customers’ perspective how they are interacting with your store and gain that valuable feedback. Again, we appreciate your review, and we're here should you need anything else! Cheers - Justin from Lucky Orange
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