Understanding clients and their buyer’s journey is a total game-changer for your business. How can you select the best tools to provide reliable insights?
The sales and marketing teams of every B2B brand invest so much time and effort in building the target customer base. It can be exhausting to find the right combination of platforms to gather client data. A range of customer analytics tools to evaluate the information will direct insights from users and interpret their responses. As you browse through these, you probably realize it can be challenging to find reliable information.
We’ve curated a list of the ten best customer analytics software options to help you understand your buyers more deeply. You’ll learn how these tools work, how to combine them, and how they can help you make informed business decisions and achieve your goals. Learning how these platforms function and how to implement them for good decision-making can bring you closer to your goals.
Let’s dive in!
What are customer analytics tools?
Simply put, customer analytics are metrics that enable you to gather valuable data about your target audience, evaluate them, and visualize them as graphs, charts, etc. With these platforms, you can collect and analyze customer data, thereby gaining insights into their behavior, preferences, and motivations. They help you look into customer segmentation, sentiment analysis, and personalized marketing. You can accomplish this using various features, including issue analytics, lifecycle optimization, real-time Support Vector Classification (SVC), and AI-powered health scoring. Your customer service teams can utilize customer analytics tools to employ advanced data techniques for informed decision-making to drive business growth.
Top 10 Customer Analytics Tools
For businesses, customer data is a precious resource. Keeping up with the trending tools will save hours spent on downloading information and looking closely at every customer interaction. It’s quite cumbersome!
We’ve curated a list of the best platforms to help you through the journey of customer analysis. When you are familiar with each of these and their key features, you can select the right tool for your brand.
1. Google Analytics
(Source: Google Analytics)
One of the most popular analytics platforms, offering you extensive website assessment capabilities. The best part is— it’s free! Since it requires no cost, it is popular among businesses worldwide. With Google Analytics, you can track customer behavior from their actions, such as clicks or site visits. The reports created in this platform will enable you to understand your customers and their needs with marketing results.
Let us take a look at other striking features of this customer analytics tool-
Traffic analysis– enables you to get a complete overview of the audience journeys. You can also optimize channels like social media or websites having high traffic.
Segmentation- this feature categorizes customers and website visitors into segments, making it easier for you to understand the engagement.
2. Zendesk
(Source: Zendesk)
Sorting through data can be overwhelming; Zendesk simplifies things for you. The charts and spreadsheets can be analyzed in a matter of minutes. You no longer need to fret about handling massive volumes of data to filter what you need. Zendesk allows you to blend data from multiple sources, such as email, chat, or social media, into a single dashboard that can be analyzed and compared seamlessly. It is the best tool for optimizing customer service. With Zendesk, you no longer struggle with reporting due to its capability to fine-tune and deliver customer insights accurately.
There are Zendex integrations- applications that can be connected to the Zendex platform for elaborating its functionality, automation, and enhancing efficiency. The integrations can be one or two ways. In a 1-way Zendesk integration, data can be synced from an external product to the tool or vice-versa, but not both ways. If you want to swap data both ways, you will require a 2-way integration.
3. Sprout Social
(Source: Sprout Social)
This customer analytics tool is ideal when you want to evaluate engagement on social media channels. It can manage large volumes of responses. The additional features such as automating urgent concerns and alerts for high activity, make it a good go-to platform for managing social media responses. Like other metrics, this also offers performance tracking, with the added feature of distinguishing between paid and organic reach. This platform simplifies the process of going through data swiftly, giving an idea to choose the best time to upload posts.
Thus, with Sprout Social, you can amplify your marketing efforts seamlessly.
4. Kissmetrics
(Source: Kissmetrics)
To increase brand visibility, your sales and marketing teams are probably going to great lengths. Launching events may be one of them. This cloud-based customer engagement solution is a must-have if you want to analyze event performance. Some features of a Kissmetrics platform include in-depth and accurate sales funnel reports outlining the buyer’s journey throughout the sales cycle.
Knowledge of these helps to discover the gap areas to enhance engagement and consumer experience. A key characteristic of Kissmetrics is to segment users as per variables like demographics or actions. This information can be collated from a specific segment to create a comprehensive analysis report. So, you have all the valuable data to help you understand your audience, and build a better relationship and brand credibility.
5. UXCam
(Source: UXCam)
It’s a product analytics software that gives optimized insights on mobile devices. Some features of UXCam that stand out include retention analytics, issue analytics, and dashboards. Let’s walk through each of these:
Retention analytics– UXCam can sort through customer databases to help you understand the key actions that lead to retention.
Crash analytics– You receive alerts as and when crashes happen without wasting time.
Dashboards– present a report that gives an overview of performance engagement and scope for improvement.
6. Mixpanel
(Source: Mixpanel)
What makes Mixpanel different is its in-app product engagement analytics for web-based and mobile applications
Key features:
Engagement analysis– overview of customer engagement with a comprehensive report
Impact analysis– Whether it’s a new release or updates with a large dataset, measuring the impacts helps you understand customer response.
Reporting– What’s best about the Mixpanel tool is it lets you mix different metrics on the dashboard and visualize the data as reports.
7. Treasure Data
(Source: Treasure Data)
If you are struggling with a complex data-related issue, then Treasure Data must be your go-to analytics. It is integrated with the customer data platform, making it reliable for predicting critical insights based on customer feedback. A striking feature is its real-time Support Vector Classification (SVC) dashboard. This provides a quick insight into customer profiles, segmentation, behavioral patterns, and other metrics.
8. Tableau
(Source: Tableau)
Its specialty lies in visualizing data and integrating AI. With Tableau, you can access real-time visual analytics, promoting actionable insights. The best part is— There is no coding required. The built-in AI and ML take customer analytics tools a notch higher. You can generate AI-driven reports to support informed decision-making for business growth. What’s more— you can create dashboards using its library of pre-built dashboards. Once created, these can be shared through cloud networks, promoting the exchange of industry-specific dashboards.
9. Hotjar
(Source: Hotjar)
There are two striking features of Hotjar analytics: heatmaps and session recordings. With heatmaps, you can extract qualitative data on user behaviors. It lets you observe the elements of your brand that the users like the most. The scroll maps feature integrated with this feature allows you to assess the scroll patterns of customers. Once you know this valuable information, you can effectively design marketing campaigns.
With the session recordings, you can dive into user actions and not just that. You can also connect them with impactful actions that provide qualitative data.
Apart from these, the Hotjar analytics also comes with a funnel feature that collects data on every interaction with your brand. This includes all interactions throughout the sales cycle. When you get these insights, you can depict how many users converted into paying accounts and how many didn’t follow through. Such valuable data can help build on the gaps and grow customer engagement.
10. Gainsight
(Source: Gainsight)
The features of this customer analytics platform remain robust due to three pillars: Customer Success (CS), Product Experience (PX), and Digital Hub (DH). CS provides customer feedback analysis, and when clubbed with NLP (natural language processing), you can get an idea of actionable insights. The striking trait of Gainsight is the AI-powered playbooks curated to customer challenges. The AI integration can detect possibilities and recommend the right action plan. It also has a health scoring component that predicts customer expansion and renewals. The added advantage allows brands to focus on accounts with a higher score and improve their experience.
11. Salesforce
(Source: Salesforce)
This customer relationship management software will be an asset for your sales teams. The CRM analytics of Salesforce are compatible with different devices. You can utilize its AI integration that comes with augmented analytics, thus promoting automated workflows. The built-in actions menu is the highlighting feature, enabling decision-making without leaving the portal. You can conveniently schedule meetings, update campaigns, and so on.
12. CleverTap
(Source: Clevertap)
Understanding customer data is possible with a wide range of metrics. But what about getting an idea about their buying pattern? That’s where CleverTap comes into the picture. It sends billions of notifications in one day, offering you trend and pattern recognition features. It also has a lifecycle optimization feature that smoothens your interactions with customers throughout the buyer’s journey.
13. CRM Creatio
(Source: CRM Creatio)
If you are looking for an innovative customer relationship platform, this is the perfect choice. With CRM Creatio, you can streamline and enhance various responsibilities effortlessly.
And the best part is— it is applicable to companies of all sizes and domains. Its key features are data visualization and workflow optimization, made simple with a process modeling tool. A CRM Creatio offers multi-channel marketing, improving performance engagement.
14. Amplitude
(Source: Amplitude)
Coming to Amplitude—specializing in analytics for buyers’ journeys and the customers who convert into leads. This platform enables brands to evaluate user actions, thus supporting data-driven decisions.
Any action that customers take related to your offering is termed an event. And for most businesses, events are the main objective of using Amplitude. It helps you get a complete overview of user engagement clicks, likes, follows, etc. This analytics offers five default events to which you can add events and analyze customer response. The standout of this customer analytics tool is event segmentation, a feature that promotes analysis of events and gives an idea of what the audience prefers. You can run simple to complex analyses and view reports in an easy-to-interpret manner. The thing to note here is that dashboards are restricted to Amplitude users.
15. InMoment
(Source: InMoment)
It’s an AI-driven platform to enhance customer experience that is best fitted for analyzing feedback.
Here’s a brief overview of this customer experience analytics tool:
Conversational intelligence– gathers data from different information sources and creates a report to give an overview of customer experiences.
Engagement engine– incorporates AI to engage in personalized communication with customers, promoting a more valuable response.
Rounding off
Customer analytics tools provide valuable insights about your target audience. It’s like the pinnacle of customer retention and a flourishing sales funnel. The expertise of these tools helps brands dive into user engagement and provide valuable feedback. When you incorporate the right analytics, it becomes easier to segment customers based on criteria such as demographic, location, device, etc. Overall, the standout feature of customer assessment is path analysis, which allows you to visualize the actions taken by the customers while engaging with your offerings.
When you acquire data on customer insights, it also helps to optimize the buyer’s journey. If you can track the user behavior through each phase of the sales cycle, it enables you to address any gaps in the sales funnel. Similarly, monitoring the retention rates is a valuable insight for your business for estimating brand growth and reach. If you can promptly respond to changing customer behavior pa