Tool Shortlist
Here’s the list of the best customer tracking platforms that I’ll cover in this article:
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To provide great customer experiences, you need to know what your users want. In fact, 63% of customers say that they expect businesses to know their unique needs and expectations. The best way to get this information is to use customer tracking software.
These customer tracking software collect data about each customer’s journey with your business. They show interactions, purchases, and sometimes even website visits. With this data, your customer-facing teams have all they need to provide high-quality, personalized service.
This article is a list of the best customer tracking software on the market today.
What is Customer Tracking Software?
Customer tracking software is a tool that enables businesses to monitor and analyze their interactions with customers throughout the entire customer journey, from initial contact to post-sale follow-up. This type of software provides companies with detailed information about customer behavior, preferences, and needs, which can be used to develop targeted marketing strategies, improve customer service, and build long-term relationships with customers. By centralizing customer data and providing real-time insights, customer tracking software helps businesses make informed decisions that drive growth and improve the overall customer experience.
How I Selected 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.
Selection Criteria
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.
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.
HubSpot CRM
Best CRM with both customer tracking & lead scoring
HubSpot CRM is a comprehensive customer tracking software that helps businesses keep track of their leads and customers throughout the entire sales process. It enables users to store contact information, schedule appointments, send emails, create reports and analyze customer data. The software can help companies build better customer relationships and streamline operations by organizing customer information into one centralized database.
The software's sales automation features help businesses create customizable pipelines within the system that define each step in their sales process, such as initial contact, qualification, quote generation, negotiation, and closing deals. The AI-powered lead scoring feature helps users prioritize leads based on their engagement level, focusing on those more likely to convert into paying customers. Users can also set up custom properties for contacts and companies to store any additional information that may be needed, and can set reminders and tasks to ensure follow-up so leads never slip through the cracks.
Another core feature is robust reporting capabilities that give businesses valuable insights into their operations. Users can create detailed reports that provide insight into engaging with customers, tracking deals, and managing relationships over time. This information can then inform future strategies and ensure that companies maximize the value of their customer relationships. The software provides data visualization tools such as graphs and charts, making it easier for teams to quickly identify trends or areas needing improvement to reach desired objectives.
You can connect Hubspot with 100s of your other tools using Hubspot Connect's native integrations, or you can use Zapier to access 5000+ Hubspot integrations.
Pricing starts at $50/month for 1000 marketing contacts.
Hiver
Best Gmail-based customer tracking software
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.
Tenfold
Best customer tracking with business process automation
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.
EngageBay
Best customer tracking with powerful sales features
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.
ProProfs Help Desk
Best customer tracking for small teams
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.
Freshdesk
Best customer service platform with journey tracking
Freshdesk is a leading customer service platform. It allows you to bring all customer interactions into a single helpdesk platform to track each customer’s journey with your business. Freshdesk has all the integrations you need to offer true omnichannel support. You can connect social, website, email, and even messaging platforms like WhatsApp.
This means the tool tracks interactions no matter which channels the customer uses. This results in a complete overview of each customer’s history with your business. The tool also has powerful analytics that help manage the overall customer experience.
You can see information such as customer satisfaction, average wait time, and service level target. Use these stats to see when your service is on-point and when it can improve.
Freshdesk offers a ton of integrations. As well as all major support channels, you can connect with Slack, Shopify, Salesforce, Microsoft Teams, Mailchimp, and over 1,000 other tools. The tool also works with Freshwork’s other products, including the Freshsales CRM and Freshteam HR management tool.
Freshdesk pricing starts at $18 per agent per month, although you’ll need the $35 plan to access the omnichannel features.
You can grab a 21-day free trial to test the software.
Jitbit Helpdesk
Best on-premises customer tracking option
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.
Kayako
Best for post-purchase customer tracking
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.
Giva eHelpDesk
Best HIPAA-compliant helpdesk software
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.
LiveAgent
Best chat software with customer interaction tracking
LiveAgent is help desk software you can use to track all customer interactions in a single place. You can connect all the channels you use to speak to customers, including social, email, and even video calling. All conversions are tracked within the app so agents can easily access them to provide more relevant support.
An interesting feature is that you can collect customer data with forms and store answers within each customer profile. Use this data to influence future support or marketing campaigns. You can also see past purchases and data about customer satisfaction.
LiveAgent also has real-time online visitor tracking. You can see each person’s country and the page they are on. You can then proactively invite these people to chat via the messaging widget on your website. Use this to gauge buying intent by identifying visitors that spend a lot of time on high-value pages.
The tool has plenty of other useful features for service teams. For example, email templates let you create quick-to-deploy messages for a variety of situations and the knowledge base lets you offer self-service support.
LiveAgent paid plans start at $15 per month.
To access the agent chat features, you’ll need the $29 per month plan.
You can try each one out for free for 14 days.
The Best Customer Tracking Software Solutions Summary Table
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | HubSpot CRM Best CRM with both customer tracking & lead scoring | 14-day free trial | Starts at $50/month (1000 contracts) | Visit Website |
2 | Hiver Best Gmail-based customer tracking software | 7-day free trial | From $19/agent/month | Visit Website |
3 | Tenfold Best customer tracking with business process automation | Not available | Pricing Upon Request | Visit Website |
4 | EngageBay Best customer tracking with powerful sales features | Freemium plan available | From $14.99/month (750 contacts) | Visit Website |
5 | ProProfs Help Desk Best customer tracking for small teams | Free Plan | Visit Website | |
6 | Freshdesk Best customer service platform with journey tracking | 21-day free trial | From $18/agent/month | Visit Website |
7 | Jitbit Helpdesk Best on-premises customer tracking option | Not available | $1700/10 agents | Visit Website |
8 | Kayako Best for post-purchase customer tracking | 14-day free trial | From $15/user/month | Visit Website |
9 | Giva eHelpDesk Best HIPAA-compliant helpdesk software | Not available | From $39/month/agent | Visit Website |
10 | LiveAgent Best chat software with customer interaction tracking | 7-day free trial available | Plans start at $9/agent/month | Visit Website |
Need expert help selecting the right Customer Experience Software?
We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Customer Experience Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business's needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.
It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:
Other Options
Here are a few more that didn’t make the top list.
- Talkdesk - Platform for tracking and improving the customer experience
- Centra Hub CRM - CRM tool with lead tracking and support segmentation
- Bitrix24 - CRM and sales management tool with a free plan, great for startups
- Hubspot CRM - Customer Relationship Management software (CRM) with intuitive sales process management tools
- Pipedrive CRM - CRM features with robust pipeline management
- Zoho CRM - A good CRM system with plenty of add on tools
- monday - Flexible sales and task management tool to replace spreadsheets
- Keap - Sales CRM with lead scoring and sales forecasting
- Apptivo - Business software with all the tools SMBs need
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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Purchase history: Many tools connect with ecommerce providers to show the customer’s latest purchases and essential data about each one.
- 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.
- Surveys: Many tools let you track customer satisfaction through surveys and forms. The tools store the data in the customer profile.
- 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.
- Device agnostic: Ideally, you'll be able to meet customers wherever they are, like Outlook, Gmail, Android, and iOS.
- 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.
- Automation tools: These features let you create automated workflows between tools. For example, automating simple data entry tasks.
- Contact management: Knowing who your customers are and how to reach them.
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:
- Customer Satisfaction Metrics: Key Terms & Examples
- 6 Ways To Collect Customer Data
- 4 Types Of Customer Data You Should Be Using
- How To Create Lifelike Customer Personas And Revive Your CX Strategy
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.
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Related Read: Optimizing The Website Customer Journey
Related List of Tools: Customer Onboarding Software To Help Users Enter Your Ecosystem Smoothly