Kissmetrics Reviews: 4.1/5 — Solid Choice

The new interface is welcoming. I can pull most of the reports I need with little fuss. I feel that my company's information is the bulkiest part of the experience.

I wish I knew more about how my company was using the data. Which data is really good to pull from vs. other tokens that have incomplete tables or amounts of information. Would be great to star or review certain pools of information so we know, as a team, how and what information to look at together.

Trying to market our product better to our customers. This seems to take a lot of time because there is a learning curve amount my peers and an additional layer of the KissMetrics to understand.

The amount of data and options are amazing. Really powerful tool. This without a doubt the best feature about Kiss Metrics. But the fact that all that data can be combine with different search levels really makes this tool one of the best out there.

The service of KissMetrics is not that great we have a lot of doubts and we never got an answer. They are hard to reach and even harder to get a feedback from them. This is the most frustrating aspect of Kiss Metrics. The other aspect that we dislike is the fact that when we do a funnel search then you can't click on the users of a certain group and have a deeper look at them. Their path tool is just useless, needs to be improve.

We solve funnel questions and more information about the behavior of our customers. The best part if being able to see all users and the events that they have trigger. Or doing event search and seeing users behavior.

It had a lot of data and did a good job tracking specific customer and behavior flow

The lack of support was tough and there wasn't anything generic about it. Like there should be a dashboard already made.

Analytics.

I like the flexibility KM provides, the fact that you can create funnel, cohort reports on the fly. I like the fact that you can follow what each individual user has done every day if you need it.

Pricing, it doesnt scale if you have a big user base, it gets very exensive. It also has some bugs and glitches. It doesnt help you to see whats happening at a glance, I would like to set good and bad values for each metric so you can receive alerts when a metric is down, etc.

Understanding user behaviour. Optimizing retention, monetization, virslity. Bettering new user flow experience.

lots of detail on individual customer actions

hard to get at data, setup takes a long time Lots of details

tracking customer path within product

Funnel report helps in tracking cart abandonments and drop offs in other events. Cohort report helps in measuring groups of people who have similar experiences. People search report assists in finding dedicated customers and those who need to be re-engaged. A/B test report is great to track response of customers to different page layouts and apply those findings in real time to lift conversion rate.

Too much dependence on tracking code customization to get actionable reports. Funnel reports are limited to showing five levels of customer purchase flow. This may not work well for websites that have more than five levels of checkout process. Requires significant investment upfront and ongoing code implementation expenses to customize the metrics this tool captures. Integration with other business intelligence tools such as MicroStrategy or sugarCRM is complex, so difficult to establish a single data pipeline.

Used it to optimize customer path to conversion and checkout process. Leveraged its data to increase roi of media spend in different digital channels like email, social, search and display. Both these strategies helped in improving the quality of customers visiting the site and their online experience once they landed. So, traffic and conversion rate could be lifted with minimum investment. Campaign tracking, funnel analysis and user-level demographics were used to create a targeting plan and acquire new customers as well as lift product sales from existing customers.

The fact that you can follow a customer's journey step by step is wonderful. It really helped us understand how affiliate marketing fits into our customer journey. With Kissmetrics we were able to see that people instead of using affiliates as a source to find Apt2B used it to google for coupon codes while they were already checking out. Therefore, we were paying the affiliates money for nothing.

Everyone started clearing their cookies. So tracking people by that method has proven to be a bit spotty. Also, there is no feature that let's you map your customer's journey in one aggregated form. There is something like a multi-path function, but due to the fact that everyone is clearing their cookies it's hard to tell what's true and what's not. It would also be great if it would be easier to search for specific people. It takes very long to load them and the NEW person search look is horrible. It would be great to see important metrics at a glance, i.e. when did they first visit the site, when did they purchase, how did they keep coming back. I would love to look at a specific customer and see: "visited site through google the first time and then came back through direct 3 times and then purchased 10 days after initial visit". However, just to reiterate, the biggest issue for us was that people are clearing their cookies and 50% of our customers were having their first site visit shown as "direct", which definitely can't be true.

We wanted to understand attribution better and partially it helped. Other benefits are more on the increasing sales side by identifying customer groups and up-/cross-selling to them.

Common growth marketing reports like funnels and cohort reports work well out-of-the box and are fast and easy to create. The platform is good for users with an intermediate level of comfort with data who want to begin looking at growth marketing metrics but don't yet have the data skills to build these reports themselves.

Limited versatility for manipulating your data in custom ways. Some reports are missing filtering options that would be valuable. Funnel reports only allow user counts, not sums (like revenue, etc). Also, Kissmetrics seems to be pushing the product development in a direction focused on user interactions (like sending emails and triggering popup modals) while some basic analytics functionality is still missing.

Ability to quickly build funnel and cohort reports to analyze conversion behavior. It does this very well.

Clean interface, easy to read and find reports.

Not enough segmentation views. I don't see a real advantage over GA

Segmentation

The live feed is really great. It allows me to quickly debug issues.

The reports are awkward. I can't figure out how to get what I want. I could write the SQL for what I want, but I would have no idea how that translates to KM's tools

Increasing revenue, retention, subscription, sign ups, etc. The usual.

Kissmetrics has simple, daily metrics sent to my inbox.

slow to setup - limited in reporting correlations

quick views to website traffic and web campaign performance

I like that it provides information that GA doesn't and works well with GA information.

It took a slight learning curve. And this is another tool I need to check daily so just adds to my workload.

Identifying individual users who complete (or don't complete) certain actions.

The visualization options are solid. The reports are fairly flexible. It's nice to have analytics somewhat centralized.

Integration with my company's database has failed over and over again, and Kissmetrics either shows no data or inaccurate data. The company keeps moving the platform to different URLs. The documentation for implementing database connections has left our dev team a bit confused.

It's most useful for tracking customers/visitors through the funnel. Some of the aggregated data reports have questionable results.

Nothing. It did not work the way they said it would and they were very unprofessional in their communication with us.

The contact, with Ryan in particular was a complete mess. The contracts were very deceiving and they did very little to understand where we were coming from or what we wanted. Not only a complete waste of money but some of their tactics bordered on scam behavior. Would never recommend this to anyone as there are several other companies who can do this with more honest and favorable terms. They clearly just wanted to charge money regardless of what their product did or did not do. It was an utter disgrace the way they charged us and continued to charge us despite us requesting a cancelling over and over again. Greedy and dishonest service.

I have realized 0 benefits of Kissmetrics. I am sure that there are some if you really look, however due to the lack of faith and their dishonest dealings with the contract we never got to see a single result.

The simplicity of sending our engagement metrics to KM via their API and not having to worry about hosting that data ourselves is very nice for a small company like ours. We have looked into more advanced systems and the work to get to a place of hosting our own data is quite daunting. This is a perfect quick solution for us at this point in time.

The user interface is completely unintuitive. The UI is outdated and every task is so manual it is painful. Several reports that we run are based on time and this interface requires you to update each individual query with a date picker manually. It is absolutely miserable to use. This takes us several hours when it could be auto populated, or at the very least allow for batch date updates. The integrations with other platforms is limited. Because of this we do not have the ability to attribute acquisition to marketing campaigns.

We are using Kissmetrics for all of our user engagement metrics. This has benefited us significantly in understanding how our users are using our platform. This benefits us by providing insights into prioritization for new product features as well as targeted marketing efforts. Without KM we would have zero visibility into what features are performing well and which features need additional marketing to communicate the value proposition across to our customers. While the product is limited, it does provide this very valuable insight for us.

Segment integration is pretty nice. It allows us to use multiple tools and pass data as needed

Segment integration could allow for more customization.

The biggest issues are attribution and ROI

At least It's easy to integrate, and it's easy to create a new report

No easy way to extract data through a API, Support is slow, we have problems with the javascript snippet, it's expensive, there haven't any new feature in years, the metrics dashboard loads very slow.

We are learning how people use our product.

Our account manager was a nice guy and he tried to help, but in the end, the product was useless to us.

Our dev team invested dozens of hours integrating KissMetrics calls into everything we needed to track. It required a lot of testing and back and forth with their support. When we finally had everything being tracked, we needed to set up our dashboard and reports within the tool, which was also a somewhat frustrating and unintuitive process. In the end we ended up with a metrics dashboard and some funnel reports that didn't tell us anything beyond what we already were getting in Google Analytics. We tried a number of times to fiddle with the options in the tool to see if we could extract some value from it, but after 7 months of fiddling and payments, I decided to pull the plug this $200/m expense. We ended up spending over $1200 and at least 80 hours of time on it. All wasted. The worst insult though, which drove me to write this review, was that when I cancelled and explained my frustration, I asked if they would consider some kind of partial refund since we never really used the tool and couldn't get any value from it. Not only were they unwilling to do so, I was told that they have a 30 day cancellation policy and even though I sent my cancellation request in on Feb 25th, they would still be processing my UPCOMING March payment. This is SAAS software. They should have no problem cancelling my billing immediately. I call bullshit. Seriously not impressed. What a frustrating experience.

We were hoping it would track our sales and help us identify the channels that were driving sales. We found it didn't give us anything beyond what we already had going with Analytics.