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 products 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 tools you can use in your business.
What do I look for when I select the best customer tracking platform? Here’s a summary of my evaluation criteria:
- User Interface (UI): A good UI ensures agents have quick access to the data they need to meet the customer’s needs.
- 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 should be manageable.
- Integrations: Your customer tracking tool should connect to the channels you use to communicate with customers. It may also need to connect to your CRM or business tools like Slack.
- Value for $: 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.
Customer Tracking Solution: 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.
- 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.
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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.
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.
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.
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.
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 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.
Zendesk is a complete customer service software solution with plenty of features for tracking customers.Its ticketing and contact management are central to this functionality. All customer conversations on any platform, including social media, email, and chatbot, are tracked within the customer’s profile.
Your customer support team can view this contact history whenever they start a new conversation. The tool tracks other customer interactions, too. Agents can see purchase history and the help articles they have viewed. This provides your team with essential insight into the customer’s problems so they can provide more relevant help.
Zendesk has plenty of third-party integrations. As well as contact channels, you can connect analytics, project management, and productivity tools. There are also extra features such as a knowledge base and the ability to create customer communities.
Zendesk Service starts at $49 per agent per month and you can use a free trial to test the tool.
Early-stage startups can use the tool for free for six months.
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.
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 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 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.
The Best Customer Tracking Software Solutions Summary Table
7 days free trial
|From $19 per agent per month||Visit Website|
|From $9/month/user for 15,000 contacts and 10,000 branded emails||Visit Website|
‘Forever free’ plan with limited features
21-day free trial
|From $35/agent/month||Visit Website|
14-day free trial
|From $19/user/month||Visit Website|
|Pricing Upon Request||Visit Website|
|$1700/10 agents||Visit Website|
14-day free trial
|From $15/user/month||Visit Website|
|From $39/month/agent||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:
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
- Hubspot CRM - Customer Relationship Management software (CRM) with intuitive sales process management tools
- Pipedrive CRM - CRM solution known for its pipeline management features
- 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
What is Customer Tracking Software?
Customer tracking software provides brands with deeper insight into the experience of each customer.
It does this by tracking a customer’s interactions with your business, including their support history, past purchases, and any other data collected, such as survey answers or contact information. This enables your team to provide more relevant support to delight your customers.
These tools are often called customer service tracking software.
What do you think about this list?
This list contains some of the best options for tracking interaction with your customers.
The tools all offer help desk functionality, but the biggest difference is in the channels they connect to and the cost.
If you’re a small business that only needs email and basic web support, you can find a solution at a cheaper price than one that connects to all available channels.
Whatever your business needs, it’s easy to sign up for a free trial to try the platforms out. You can then decide which you like most and move on from there.
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Related Read: Optimizing The Website Customer Journey
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