- 1. Salesforce CRM — Best for comprehensive tracking and data analysis
- 2. HubSpot CRM — Best for improved sales and service efficiency
- 3. Churn360 — Best for tracking churn risk
- 4. Bigin by Zoho CRM — Best customer tracking for small business
- 5. Tenfold — Best customer tracking with business process automation
- 6. EngageBay — Best customer tracking with powerful sales features
- 7. ProProfs Help Desk — Best customer tracking for small teams
- 8. Freshdesk — Best customer service platform with journey tracking
- 9. Zendesk — Best customer tracking with productivity tools
- 10. Jitbit Helpdesk — Best on-premises customer tracking option
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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.
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.
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.
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.
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 19 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.
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.
HubSpot CRM is a cloud-based customer relationship management tool that helps businesses of all sizes track and nurture leads and analyze business metrics. It offers a wide range of features that help you keep tabs on your customers, from contact and lead management to email tracking and even social media management.
It's intuitive, easy to use, and offers plenty of features that make tracking and managing customers a whole lot easier. Plus, it's free to start, which is a big bonus for small businesses or anyone just starting out.
There are a few standout features that really make HubSpot CRM shine. First off, the contact management is top-notch. You can easily add and track contacts, see a timeline of interactions, and even get notifications when a lead opens your email. Then there's the deal tracking, which lets you see where every deal is at in your sales pipeline at a glance. And the reporting and analytics give you a clear picture of how your sales efforts are paying off.
Integrations include Wistia, Datqabox, Seventh Sense, Zerys, PandaDoc, Eventbrite, and Aircall. It can also scale with other HubSpot tools for content management, operations, and marketing.
Paid plans start at $20/month for 1000 contacts and come with a 14-day free trial.
Churn360 is a customer success software that helps you monitor customer behavior, identify at-risk customers, and take proactive steps to reduce churn. It gives users a 360-degree view of their customers by pulling data from your CRM, communication channels, and financial platforms together. This provides a holistic overview of the customer journey and history with your business.
The software effectively tracks customers through their lifecycle with your company. This provides CX reps with background information that makes it easy to pick up accounts they're unfamiliar with and provide contextual support. You can also use the software to automate parts of your customer success processes.
Because it tracks customer behavior, the software can be used to segment and target specific user groups. You can set up automated actions based on behavior triggers, and develop personalized campaigns and communications to improve product adoption and satisfaction.
Some of the other features offered in the product are its shared dashboard, push notifications, and customer tracking capabilities. It integrates with plenty of other SaaS tools including Intercom, Pipedrive, HubSpot, Freshdesk, Jira, Gmail, Outlook, Zoho CRM, Stripe, and Zendesk.
Paid plans start from $199/month, and you can request a free demo via the website.
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.
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 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 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.
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.
Need Expert Help Selecting The Right Customer Experience Software?
We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!
Best for comprehensive tracking and data analysis
14-day free trial
|From $25/user/month (billed annually)||Visit Website|
Best for improved sales and service efficiency
14-day free trial + free plan
|From $20/month||Visit Website|
Best for tracking churn risk
Free demo available
|From $199/month||Visit Website|
Bigin by Zoho CRM
Best customer tracking for small business
14-day free trial
|From $7/user/month||Visit Website|
Best customer tracking with business process automation
|Pricing Upon Request||Visit Website|
Best customer tracking with powerful sales features
Free plan available
|From $14.99/month (750 contacts)||Visit Website|
ProProfs Help Desk
Best customer tracking for small teams
15-day free trial
|From $30/user/month||Visit Website|
Best customer service platform with journey tracking
21-day free trial + free plan available
|From $18/user/month||Visit Website|
Best customer tracking with productivity tools
14-day free trial
|From $19/user/month (billed annually)||Visit Website|
Best on-premises customer tracking option
Free demo available
|$1700/10 agents||Visit Website|
Best for post-purchase customer tracking
- Giva eHelpDesk
Best HIPAA-compliant helpdesk software
Best Gmail-based customer tracking software
Best chat software with customer interaction tracking
- Zoho CRM
A good CRM system with plenty of add on tools
Business software with all the tools SMBs need
Flexible sales and task management tool to replace spreadsheets
Sales CRM with lead scoring and sales forecasting
Platform for tracking and improving the customer experience
CRM and sales management tool with a free plan, great for startups
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
What are the Benefits of Customer Tracking Software?
What are Customer Tracking Software Key Features?
What Customer Experience Resources Should I Check Out Next?
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