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Selecting a suitable customer tracking software from a plethora of options can seem daunting. You want a tool that not only tracks interactions across multiple channels but also provides deep insights to tailor your strategies effectively - and you need to find the right one for you. I've got you covered! With my background as a CX specialist, I've done the heavy lifting for you. In this post, I guide you through the best customer tracking software options for monitoring your customer journey.

What is Customer Tracking Software?

Customer tracking software is a tool that helps you monitor customer interactions and track customer journeys across various touchpoints. It consolidates data related to purchases, support queries, and feedback to facilitate a unified view of the customer journey. Common features include contact management, website interaction analysis, feedback collection, and detailed reporting & analytics.

It’s used by sales teams, support teams, product teams, and marketing teams to improve the complete customer experience of your brand. The insights you extract from these tools can help you streamline your sales pipeline, improve your customer relationship management, and even build upon your product and service offerings.

Overviews Of The 10 Best Customer Tracking Software Solutions

Here’s a brief description of each customer tracking system to showcase the tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.

Best for comprehensive tracking and data analysis

  • 14-day free trial
  • From $25/user/month (billed annually)
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Rating: 4.2/5

Salesforce CRM is a cloud-based software that helps businesses manage their relationships with customers. It keeps track of everything from customer contact information to sales data and customer service interactions. It's a great tool for businesses of all sizes, but especially for those with a large customer base or those looking to scale up.

There are a few features that really make Salesforce CRM stand out. First off, it's got an intuitive dashboard that gives you a quick overview of your sales data. It's also got a robust reporting feature that lets you generate detailed reports on your sales and customer interactions. And it has a contact management feature that lets you keep track of all your customer information in one place.

Key features include the ability to automate routine tasks, such as sending follow-up emails or creating personalized notifications depending on customer behavior or preferences. This helps eliminate manual labor in executing campaigns while allowing users to drive engagement. Salesforce CRM also has unmatched client relationship building systems, which makes it great for funneling marketing efforts right into your sales team's contact list for personalized attention.

Integrations include Facebook, Twitter, LinkedIn, Instagram, Mailchimp, Constant Contact, Google Workspace, Slack, Quickbooks, Docusign, JIRA, HelloSign, Code Science, Active Campaign, and Dropbox. You can also access numerous additional integrations through the Salesforce AppExchange.

Best customer tracking for small business

  • 14-day free trial
  • From $7/user/month
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Rating: 4.3/5

Bigin by Zoho CRM is a customer relationship management (CRM) software designed specifically for small businesses. It's a simplified version of Zoho's full-fledged CRM solution, and focuses on the essential features that smaller companies need to track customers through their sales pipeline. It has an intuitive and friendly interface, making it easy to get up and running regardless of how tech savvy your team is.

The software provides a centralized database for all your customer information, and you can add and update records easily through the system. You can also customize the fields and layout of your customer information database to suit your business needs.

When a lead enters your database, you can track their progress through your sales funnel using the visual pipeline builder. This pipeline gives you an overview of what stage each customer is at in their buyer's journey, and allows you to take action to move them forward. It's a simple drag-and-drop system, and you can set up automated workflows to move leads through the pipeline automatically.

The software also has a multi-channel communication tools for email, phone, social media, and web forms. This is a great time-saver, as you don't need to switch between different applications to manage your customer communications. You can also draw up custom reports and analytics in the system to help you track your sales performance and identify areas for improvement.

Paid plans start from $7/user/month, and a 14-day free trial is available.

Best Gmail-based customer tracking software

  • 7-day free trial
  • From $15/user/month (billed annually)
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Rating: 4.7/5

Hiver is a tool that aims to simplify helpdesks. It does this by bringing tracking features to your Gmail inbox. It’s a good option for teams that prioritize ease of use over complex features.

The tool works on top of your regular Gmail inbox. When you install it you get an extra set of options in the Gmail taskbar. With this email integration in place, it’s easy to see your unassigned messages and assign them to team members, who receive notifications within their own Gmail inbox.

You can also add notes when assigning the email if you think the agent could benefit from extra data. Another cool tracking feature is that you can send out CSAT surveys and then track responses in real-time.

You can see results for each agent to identify high-performers. Hiver offers integration with Slack and Gmail.

You can also connect the tool to Zapier to enable further workflow automation.

Pricing starts at $19 per agent per month.

To access all the features you need the $49 per agent per month Pro plan.

Best customer tracking with business process automation

  • Pricing Upon Request
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Rating: 4.7/5

Tenfold is customer relationship software that helps teams provide better customer experiences. As well as its service features, the tool has lead management functionality suitable for sales teams.

The tool works by being a single place that stores all your customer interactions including online, call, and chat channels. Business owners and teams can see communication history, agent notes, messages, and past purchases.

A key feature is the ability to create business process automation that reduces the amount of manual work your team has to do. For example, the tool will automatically log call data in the CRM when a conversation finishes. Tenfold integrates with plenty of other enterprise CRMs and ERPs like Salesforce and Microsoft Dynamics.

It also connects with telephony platforms like Cisco and Genesys. Tenfold offers three service levels, but doesn’t advertise how much each one costs.

You can contact the team via the website for more information.

Best customer tracking with powerful sales features

  • Free plan available
  • From $14.99/month (750 contacts)
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Rating: 4.7/5

EngageBay is a combined CRM, marketing automation, and help desk solution. These features come together to simplify how you track users as they move through your sales funnel.

The help desk has a ton of features for customer service teams. For starters, you can track emails and web chats in a single place. You can bring together customer contact, as well as other interactions like purchases or forms. Once contact comes in, you can see open and closed tickets and view the status of each one as they are solved by your team. Meanwhile, robust reporting features help you track key data such as when a ticket passes your target service level.

EngageBay also offers features for marketing and sales teams. Marketing can access email marketing tools to create automated workflows. While salespeople get a sales pipeline that helps them watch leads as they move through the funnel. All relevant data is stored in the CRM.

The tool integrates with other business software such as Shopify, Xero, and Stripe. A cool integration is that you can connect with LinkedIn to manage professional contacts from within the platform.

EngageBay has flexible pricing that depends on what you need.

The all-in-one plan that includes marketing and sales is $14.99 per user per month, while buying each one separately costs $12.99 per month.

You can also access the Service Bay help desk for free.

Best customer tracking for small teams

  • 15-day free trial
  • From $30/user/month
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Rating: 4.7/5

ProProfs Help Desk is a tool that helps you manage emails within a shared inbox. It allows you to accept emails to multiple company addresses, such as those for your sales, billing, or tech support teams and view them in a single space.

This is useful for small teams with people who take on multiple roles. The tool can then automatically assign tickets to the relevant agent. You can also view live chat requests in the same inbox. Once you receive a ticket, the software helps managers track it, so that no tickets get overlooked.

You can also prioritize certain tickets, such as those relating to critical issues. The tool has some powerful reporting features that help teams track customers. For example, customers can rate their experience and the software will track these ratings so you can see how customer satisfaction changes over time.

You can also track metrics like the number of tickets and how quickly you handle requests.

ProProfs pricing starts at $15 per user per month.

You can try any plan for free for 15 days.

Best on-premises customer tracking option

  • Free demo available
  • $1700/10 agents
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Rating: 4.2/5

Jitbit Helpdesk is customer service software with both on-premise and cloud-based versions. The on-premises version is good if you want to keep your data in-house. The tool has features to help you track customer requests that come in via email. It takes incoming contact and turns it into tickets, which get sent to agents.

You can create rules that route tickets to relevant agents depending on keywords found in the subject line. For example, pricing enquiries can be sent to sales reps, while technical support can be sent to IT help.

The tool can also pull customer information from third-party software such as CRM platforms. This provides agents with further data about each ticket.

The on-premises version of JitBIt starts at $1,699 for up to ten agents.

There is also a cloud-based version that starts at $24 per month.

Best for post-purchase customer tracking

  • 14-day free trial
  • From $15/user/month
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Rating: 4/5

Kayako is a help desk software that streamlines customer service communication. It allows you to offer support on any channel via a single app. The dashboard provides a central overview of each customer’s journey with your company. You can see all interactions, including past conversations and their purchase history.

You can even see data such as the customer’s website interactions before they contact your team. This is helpful in many ways. For example, your team can instantly see if they had a problem, such as a failed payment, and then take action based on this. Or they can see when the customer viewed a help desk article on a particular topic and provide further help.

The tool integrates with plenty of other SaaS platforms. And if an integration doesn’t already exist, you can access the tool’s API. You can also connect the tool to most communication channels and ecommerce providers like Shopify.

This can give your team more data about the customer’s purchase history.

Kayako pricing starts at $30 per agent per month.

You can try the software for free for 14 days.

Best HIPAA-compliant helpdesk software

  • From $39/month/agent

Giva eHelpDesk is HIPAA-compliant help desk software. It has specialized plans for IT help desks and customer service teams. Being HIPAA-compliant means healthcare businesses can track customer data while complying with regulations.

Features that make the tool compliant include data encryption, vulnerability management, logging, and risk assessment. The dashboard is where you see all crucial customer information.

You can track the status of tickets and see which ones are over or under your target SLA. If one is over, prioritize quickly answering the query.

The dashboard is also completely customizable, so you can ensure the most important information is visible.

Pricing starts at $49 per month when billed annually.

You can grab a free trial on the website to test out the software.

Best for seamless transition between AI and human agents

  • 14-day free trial
  • From $58 /agent/month

UDESK is a customer service and support software that provides comprehensive tools for tracking customer conversations. It offers a variety of features and functionalities to help businesses effectively manage their customer support interactions.

This tool stands out for its ticket management, omnichannel support, automation, and collaboration. It allows you to create and manage support tickets for every customer interaction. This ensures that all conversations and queries are tracked in a centralized system, helping you stay organized and ensuring nothing falls through the cracks. And because of its omnichannel approach, you can easily monitor and track customer conversations across various channels such as email, chat, social media, and more.

UDESK also provides a collaborative environment where support agents can work together on resolving customer issues. It allows you to assign tickets to specific agents or teams, ensuring accountability and efficient communication.

Finally, its automation features streamline your support processes. You can set up predefined rules and triggers to automate ticket assignments, categorization, and responses. Additionally, it helps you manage SLAs (Service Level Agreements), ensuring timely responses and resolution for customer inquiries.

The Best Customer Tracking Software Solutions Summary Table

Tools Price
Salesforce CRM From $25/user/month (billed annually)
Bigin by Zoho CRM From $7/user/month
Hiver From $15/user/month (billed annually)
Tenfold Pricing Upon Request
EngageBay From $14.99/month (750 contacts)
ProProfs Help Desk From $30/user/month
Jitbit Helpdesk $1700/10 agents
Kayako From $15/user/month
Giva eHelpDesk From $39/month/agent
UDESK From $58 /agent/month
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

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Other Options

Here are a few more that didn’t make the top list.

  1. LiveAgent

    Best chat software with customer interaction tracking

  2. Freshdesk

    Best customer service platform with journey tracking

  3. HubSpot CRM

    Best for improved sales and service efficiency

  4. Zendesk

    Best customer tracking with productivity tools

  5. Churn360

    Best for tracking churn risk

  6. Zoho CRM

    A good CRM system with plenty of add on tools

  7. Apptivo

    Business software with all the tools SMBs need

  8. monday.com

    Flexible sales and task management tool to replace spreadsheets

  9. Keap

    Sales CRM with lead scoring and sales forecasting

  10. Bitrix24

    CRM and sales management tool with a free plan, great for startups

Selection Criteria for the Best Customer Tracking Software

If you're wondering how I selected the best customer tracking software, here's where I'll break it all down for you. First of all, I started with customer tracking software that have high user review and satisfaction ratings. Then, using my experience in customer experience, I discerned what key criteria were most important for customer tracking software and compared how each of them stacked up against the rest.

I empathize with how much time it takes to source the right software for a job. I do this work so that you don't have to. I've been using and reviewing customer tracking software for years so you can trust me to do the heavy lifting and compile all the facts you need to make your final decision.

If you have more general questions about customer tracking strategy, you can skip to our FAQ at the bottom of the page. Or, you can jump right to the best customer tracking softwareoverviews if you're ready to start comparing.

After careful consideration, I've determined that these are the most important criteria when selecting the best customer tracking software. Here's a brief list outlining the whats and whys of my selection.

User Interface (UI)

A good UI ensures agents have quick access to the data they need to meet the customer’s needs. Tracking customers and organizing data should not be hindered by confusing layouts or messy menus. Extra quality of life interface functionality, like drag-and-drop tools, are a bonus.

Usability

Customer tracking software must be easy to use, even for agents that lack advanced technical skills. If there are a lot of features, the learning curve to track customer data should be manageable. Also, customer support should be easy to reach and pleasant to deal with.

Integrations

Your customer tracking tool should have third-party integrations for comms software you use to communicate with customers. It may also need to connect to your CRM, project management app, or business tools like Slack. Business needs differ greatly so I'll leave it to you to decide how many or few integrations work for you.

Pricing

The tools on this list range from around $10 to well over $50 per agent per month. This price gap reflects the depth of features you can access for tracking customers and building reports. I tried to find options for large enterprises as well as small businesses.

People Also Ask

Here are a few questions (answered!) that I hear often.

What are the Benefits of Customer Tracking Software?

There are several benefits of using customer tracking software, including:

  1. Improved customer experience: Customer tracking software enables businesses to gain insights into their customers’ behavior, preferences, and needs. By understanding these factors, companies can tailor their marketing messages and customer service interactions to meet their customers’ specific needs, ultimately leading to a more positive customer experience.
  2. Enhanced customer engagement: Customer tracking software allows businesses to engage with their customers across multiple channels, including email, social media, and text messaging. By communicating with customers in a personalized and relevant manner, businesses can increase customer engagement and build stronger relationships with their customers.
  3. Increased sales and revenue: By analyzing customer data, businesses can identify opportunities to upsell and cross-sell products and services, ultimately leading to increased sales and revenue.
  4. Better marketing ROI: Customer tracking software provides businesses with the ability to track the effectiveness of their marketing campaigns and adjust their strategies accordingly. This can help businesses optimize their marketing spend and improve their return on investment.
  5. Streamlined customer service: Customer tracking software provides businesses with a centralized location to manage customer inquiries and support requests, enabling them to respond quickly and efficiently to customer needs. This can lead to improved customer satisfaction and loyalty.

What are Customer Tracking Software Key Features?

Most of the tools in this list have some of the following key features.

  1. Support history: This feature stores all communication between customers and your team. Agents can use past interactions to offer support that meets a customer’s needs. This makes it easy for an agent to follow up on open tickets, whether or not they started the conversation.
  2. Purchase history: Many tools connect with ecommerce providers to show the customer’s latest purchases and essential data about each one.
  3. Website history: Some tools highlight a customer’s interactions on your website. You can see the articles or pages they visit. This provides insight into their challenges and goals.
  4. Surveys: Many tools let you track customer satisfaction through surveys and forms. The tools store the data in the customer profile.
  5. Omnichannel functionality: This allows you to connect all support channels such as messaging, email, and social media to a single inbox. You can collect interactions from multiple channels in a single place.
  6. Device agnostic: Ideally, you’ll be able to meet customers wherever they are, like Outlook, Gmail, Android, and iOS.
  7. Reporting and analytics: Reporting and analytics features provide crucial customer data, such as sentiment, the number of contacts you are handling, CSAT, and service level.
  8. Automation tools: These features let you create automated workflows between tools. For example, automating simple data entry tasks.
  9. Contact management: Knowing who your customers are and how to reach them.

What Do Customers Expect From Brands?

A recent Salesforce study found that:

  • 63% of consumers expect businesses to know their unique needs and expectations,
  • 75% of consumers expect consistent interactions across departments, and
  • 65% of consumers expect all company representatives to have the same information about them.

Yet, 52% of surveyed consumers also stated that it generally feels like they’re communicating with separate departments, not one company. Clearly there’s a disconnect between consumer expectations and the customer experience that companies are providing.

By tracking customer interactions, monitoring sales activities, and deriving insights across the entire customer lifecycle, you can create a more cohesive and delightful customer experience. These insights can influence everything from your sales process to your lead scoring to your segmentation for communications and more. It really can impact all different business processes across your organization.

What Customer Experience Resources Should I Check Out Next?

If you’re already looking for customer tracking software, you’re ahead of the game! Here are a few customer experience strategies you are probably ready to try out:

Up Your CX Game with Customer Tracking

Customer tracking software is a great way to keep track of the customer journey, from their initial contact with your business to the final sale. With the best customer tracking software listed, you should be able to find the perfect fit for your company’s needs. Each of these offer different features and pricing plans so it is important to research which one will work best for you.

For more insights about improving your company’s customer experience, consider signing up for The CX Lead newsletter. We send out top insights every week. Click here to sign up.

Related Read: Optimizing The Website Customer Journey

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