The positive: Videos of user behavior, heat maps, shows clicks on page even where there is not currently a link, more.
The negative: A little pricey for small business owners or those with a lot of websites. I rated support a 3, average, but have not used their support, so don't really know.
Overall: As an SEO, I'll recommend it to clients that can afford it, but $100 to $800 per month is higher than small business budgets allow. I think it shows the future of analytics, just not ready for prime time due to price. So was the VCR at one point.
Extremely helpful tool for understanding what visitors to your website really do.
The positive: Incredible videos showing what visitors really do on your website. Easy to install on website by adding some simple javascript.
The negative: Not much. Can't say I've had to test their service & support yet.
Overall: Indispensable aid to designing websites that are easy to use and effectively convert visitors to customers. Really helps you see your website through your visitors eyes.