Make action at the right time with customer tracking software

What is Customer Tracking Software?

Customer tracking software is designed to help businesses monitor and manage their interactions with customers throughout the customer lifecycle. These tools collect and analyze data on customer behavior, preferences, support interactions, and purchasing patterns. 

By leveraging this information, companies can improve customer experiences, enhance customer loyalty, streamline customer service, and ultimately drive more sales.

Must-Have Features of Customer Tracking Tools

When choosing customer tracking software, it’s essential to look for key features that maximize its efficiency, including:

• Contact Management: Centralizes customer data, including contact information and past interactions.
• Customer Segmentation: Allows grouping customers based on demographic and behavioral data.
• Lead and Opportunity Management: Helps track leads and sales opportunities through the sales pipeline.
• Automation Capabilities: Automates repetitive tasks like follow-ups, emails, and workflows.
• Reporting and Analytics: Offers detailed insights into customer behavior and engagement.
• Omnichannel Support: Provides a seamless experience across various channels (email, social media, etc.).
• Customization: Tailors workflows, reports, and customer records based on your business needs.
• Integration Options: Easily integrates with other business tools such as marketing, helpdesk, and e-commerce platforms.

How to Choose the Right Customer Tracking Software

Finding the right software solution depends on understanding your unique business needs and goals. To guide your decision-making process, consider these factors:

• Identify Your Needs: Are you a startup needing a basic CRM, or do you require complex workflows and automation? Determine which features will best address your needs now and in the future.
• Scalability: As your business grows, your customer tracking solution should adapt without losing effectiveness. Ensure it can handle increased data loads, advanced features, and more users.
• User-Friendliness: The most powerful CRM system won’t deliver results if your team can’t use it effectively. Look for intuitive interfaces and user-friendly designs.
• Budget: Assess the value the software provides relative to its cost. The best choice will offer the features you need at a reasonable price point, ensuring a good return on investment (ROI).
• Integrations: Integration capabilities are essential to maintain smooth data flows across departments and systems.
• Customer Support: Reliable customer support ensures you can resolve issues quickly and maximize the software’s potential.

10 Best Customer Tracking Software in 2024

Here’s a detailed look at the top 10 software solutions, complete with features, pricing, pros, cons, and integrations.

LiveAgent

LiveAgent is a robust customer support platform tailored for businesses that want to deliver exceptional customer experiences across multiple channels. It offers a comprehensive suite of tools, including a ticketing system, live chat, call center support, and a customer portal. 

As a customer tracking software, LiveAgent excels in monitoring and managing customer interactions from a centralized interface, providing detailed customer histories and enabling timely, personalized responses. Its powerful automation and integration options make it a top choice for businesses looking to streamline customer support and improve satisfaction.

Main Features

LiveAgent provides a complete customer support suite, including a ticketing system, live chat, call center capabilities, customer portal, and automation features. It excels in handling omnichannel customer service, ensuring businesses can track every customer interaction effortlessly.

Universal Inbox
LiveAgent’s universal inbox consolidates all customer interactions—whether from emails, live chats, social media messages, or calls—into a single, easily manageable location. This ensures that no communication is overlooked and allows customer service agents to track every inquiry from start to resolution. 

By providing a complete view of all touchpoints, the universal inbox helps teams prioritize and respond quickly, improving customer satisfaction and engagement.

Automated Ticketing System
The automated ticketing system in LiveAgent streamlines the process of tracking customer inquiries. Each interaction is assigned a unique ticket that can be categorized, tagged, and prioritized based on customer needs.

Automation rules can be set up to route tickets to the appropriate departments or agents, send follow-up reminders, and track response times, providing a structured workflow. This feature enhances tracking efficiency and ensures that issues are resolved in a timely manner.

Detailed Analytics and Reporting
LiveAgent offers robust analytics and reporting tools that allow customer service teams to track key performance metrics, such as ticket response and resolution times, customer satisfaction scores, and agent productivity.

Detailed reports can be generated to analyze trends and identify areas for improvement in customer service processes. This data-driven approach enables businesses to continuously optimize their support efforts and deliver exceptional customer experiences.

Pricing

Starts at $15/user/month for the essential plan, with flexible tiers depending on business needs.

Pros: LiveAgent’s strength lies in its comprehensive support tools, making it perfect for small and medium-sized businesses that need robust omnichannel support at an affordable price.

Cons: New users may face a learning curve when using some of the more advanced features.

Top Integrations 

Integrates with popular tools like Slack, Shopify, WordPress, and Zapier, ensuring seamless connections with existing workflows.

HubSpot CRM

HubSpot CRM is a widely popular customer relationship management platform designed to help businesses track and manage customer interactions throughout the sales funnel. 

Known for its intuitive interface and seamless integration with HubSpot’s marketing and sales tools, it offers robust contact and lead management, pipeline tracking, and automation features. 

As a customer tracking tool, HubSpot provides valuable insights into customer behavior, enabling teams to tailor their approaches and optimize conversions. Its built-in analytics and ease of use make it ideal for businesses of any size.

Main Features

HubSpot’s CRM is known for contact and lead management, email tracking, sales pipeline management, and comprehensive marketing automation. It’s highly customizable and integrates seamlessly with HubSpot’s marketing and sales tools, making it a powerful option for customer tracking.

Pricing

The basic CRM functionalities are free, but premium Sales Hub plans start at $45/month.

Pros: The intuitive and user-friendly interface makes it easy for teams to get started. It offers scalable solutions that cater to small businesses and large enterprises.

Cons: Advanced features and customizations can quickly become expensive, limiting its suitability for budget-conscious teams.

Top Integrations

Integrates with Gmail, Outlook, LinkedIn, and more, providing seamless connectivity.

EngageBay

EngageBay is an all-in-one CRM, marketing automation, and customer support platform built specifically for small to medium-sized businesses. It combines customer tracking with tools for lead management, sales automation, and customer support, making it a cost-effective choice. 

EngageBay enables businesses to track customer interactions and create personalized communication strategies through its intuitive dashboards and automated workflows. Its affordability and feature-rich nature make it a great option for growing businesses looking to enhance customer engagement.

Main Features

EngageBay combines CRM, marketing automation, and helpdesk features into one affordable solution. It offers sales pipeline management, contact management, email campaigns, and workflow automation, making it ideal for small to medium-sized businesses.

Pricing

Starts at $12.99/user/month, making it one of the most affordable solutions on the market.

Pros: Provides excellent value for money with a range of capabilities packed into one solution.

Cons: While suitable for growing businesses, it lacks the depth and advanced features seen in higher-end competitors.

Top Integrations

Works well with Zapier, Mailchimp, Shopify, and other popular platforms.

Zoho CRM

Zoho CRM offers a comprehensive suite of tools to help businesses streamline their sales, marketing, and support efforts. With features like lead management, AI-driven insights, sales forecasting, and workflow automation, Zoho CRM is a highly versatile customer tracking solution. 

It excels at providing in-depth customer data and analytics, enabling businesses to better understand and engage their customers. Zoho’s flexibility and customizability make it suitable for organizations of all sizes, especially those requiring a tailored solution to meet their unique needs.

Main Features

Zoho CRM offers advanced lead and contact management, AI-driven analytics, workflow automation, and custom dashboards, making it highly customizable. It serves global teams with multilingual support and various deployment options.

Pricing

Plans start at $14/user/month, with options tailored to businesses of different sizes.

Pros: Customization and flexibility are key strengths, allowing teams to mold the software to their unique needs.

Cons: The interface can be challenging to navigate, especially for new users unfamiliar with CRMs.

Top Integrations

Integrates with Microsoft 365, Google Workspace, Slack, and many more applications.

Salesforce

Salesforce is a market leader in CRM and customer tracking software, offering a highly scalable platform for managing customer relationships across sales, support, and marketing. It provides powerful sales automation, data-driven insights through AI, and a customizable dashboard that can adapt to any business process. 

Salesforce’s extensive integrations and custom features make it a go-to solution for enterprises seeking advanced customer tracking capabilities. While it is often used by large organizations, its scalability allows for effective use in smaller businesses looking to grow.

Main Features

Salesforce is one of the most powerful and versatile CRM platforms, offering features like sales automation, customer relationship management, AI-driven insights, custom dashboards, and complex workflow automation.

Pricing

Pricing starts at $25/user/month for the Essentials plan, but higher tiers offer more comprehensive solutions for larger organizations.

Pros: Highly scalable and customizable, Salesforce offers powerful analytics, robust reporting, and a vast ecosystem of add-ons.

Cons: Its complexity and cost can make it intimidating for smaller businesses.

Top Integrations

Seamlessly integrates with platforms like Google Analytics, QuickBooks, Slack, and countless third-party apps.

Pipedrive

Pipedrive is a CRM software designed specifically for sales teams, offering a visually intuitive sales pipeline to help businesses track deals, contacts, and customer interactions. It stands out for its easy-to-use interface, which allows sales reps to drag and drop deals through different stages and monitor their progress. 

As a customer tracking tool, Pipedrive ensures that no leads fall through the cracks by providing comprehensive tracking and follow-up automation. Its simplicity and sales-focused features make it a top choice for sales-driven businesses.

Main Features

Known for its visual sales pipeline, Pipedrive allows businesses to manage leads, contacts, and deals with drag-and-drop ease. It also supports email integration, tracking, and reporting.

Pricing

Starts at $14.90/user/month.

Pros: The simple and intuitive interface makes it perfect for sales teams that need a straightforward tool.

Cons: It offers limited functionality for marketing and customer support, which can be a downside for teams looking for a more comprehensive solution.

Top Integrations

Integrates with Asana, Slack, Trello, and other productivity tools.

Zendesk

Zendesk is a leading customer service and engagement platform that helps businesses provide exceptional support experiences. With tools like ticketing, live chat, and customer analytics, Zendesk empowers teams to track every customer interaction and manage service requests efficiently. 

Its focus on customer support and automation capabilities makes it a great solution for tracking customer issues and responding promptly. The software is widely used by organizations that prioritize customer service excellence.

Main Features

With a strong focus on customer service, Zendesk offers a ticketing system, live chat, automation, and analytics tools for effective customer engagement and issue resolution.

Pricing

Plans start at $19/agent/month, with various tiers available.

Pros: Offers extensive customer support functionalities, including customizable workflows, making it ideal for businesses focused on customer service.

Cons: Costs can add up quickly, especially for larger teams requiring premium features.

Top Integrations

Works well with platforms like Salesforce, Shopify, Microsoft Teams, and many more.

Freshdesk

Freshdesk is a cloud-based help desk software that provides omnichannel support for businesses of all sizes. It offers a powerful ticketing system, AI-driven chatbots, and automation features, enabling businesses to effectively track and manage customer interactions across various channels.

Freshdesk simplifies customer support processes and allows teams to quickly resolve issues and enhance customer satisfaction. Its ease of use and cost-effective plans make it a strong choice for businesses seeking robust customer tracking and support capabilities.

Main Features

Freshdesk is an affordable and easy-to-use customer service solution, offering ticketing, AI-powered chatbots, omnichannel support, and automation capabilities.

Pricing

A free plan is available, with paid plans starting at $15/agent/month.

Pros: Freshdesk is well-known for its intuitive interface, strong customer support focus, and comprehensive automation tools.

Cons: Customization options are more limited on lower-tier plans, which may hinder specific needs.

Top Integrations

Integrates with Slack, Trello, Shopify, and various other platforms.

Kayako

Kayako specializes in customer service and offers a comprehensive platform for managing customer conversations, live chats, and help desk tickets. It focuses on providing a unified customer experience by bringing all customer interactions into one place, enabling teams to track and respond to inquiries seamlessly.

Kayako’s simplicity and effectiveness as a customer tracking tool make it an excellent option for small and medium-sized businesses looking to improve their customer support workflows.

Main Features

This software specializes in customer service with features like a unified inbox, live chat, help desk automation, and knowledge base management, helping teams provide seamless customer support.

Pricing

Pricing starts at $15/user/month.

Pros: Kayako is easy to set up and use, focusing on customer service and ticket resolution.

Cons: Its capabilities in marketing and sales may be limited compared to other competitors.

Top Integrations

Integrates with Salesforce, Slack, Zapier, and other tools for a connected customer service experience.

Churn360

Churn360 is a customer success and retention platform designed to help businesses identify and reduce customer churn. By providing detailed customer analytics, churn prediction tools, and workflows tailored for customer success, it allows businesses to track customer behavior and proactively engage with at-risk customers.

Churn360 is particularly useful for organizations focused on retaining customers and optimizing customer relationships, making it a specialized customer tracking solution for boosting customer loyalty and reducing churn.

Main Features

Churn360 specializes in customer retention and churn prediction. It offers features for customer success management, detailed churn analytics, and automated workflows for improving retention strategies.

Pricing

Contact for pricing details as it offers highly customizable solutions.

Pros: Excels in customer retention and offers a data-driven approach to customer success.

Cons: Best suited for businesses focusing heavily on retention, and may be less useful for broader CRM needs.

Top Integrations

Works seamlessly with Salesforce, HubSpot, Zendesk, and other major tools.

Benefits of Using Customer Tracking Software

Investing in customer tracking software comes with numerous benefits that positively impact customer relationships, operational efficiency, and the overall growth of a business:

• Enhanced Customer Relationships: Businesses can better understand customer needs and tailor interactions accordingly, building trust and loyalty over time.
• Data-Driven Insights: Real-time analytics and reporting help businesses make informed decisions that boost sales and marketing efforts.
• Automation of Repetitive Tasks: Automation reduces the need for manual data entry, follow-ups, and other routine tasks, freeing up time for high-impact activities.
• Seamless Collaboration: When teams can access all customer interactions and data from one source, collaboration across departments becomes more effective and consistent.
• Improved Customer Retention: By identifying at-risk customers and tracking customer satisfaction, businesses can proactively address concerns and improve retention rates.

How to Use Customer Tracking Software Effectively

Provide Comprehensive Employee Training: A key factor in successfully using customer tracking software is ensuring that all team members are well-trained in its functionalities. This goes beyond a basic introduction and should cover hands-on practice, workshops, and ongoing training sessions as new features are introduced. 

When your employees understand how to fully utilize the software, they can track customer interactions more effectively, make data-driven decisions, and offer consistent, high-quality service. Encourage open communication and feedback during training to address any challenges quickly.

Leverage Automation Features: Automation is one of the most powerful elements of customer tracking software, saving time and boosting productivity by handling routine tasks. Set up automated workflows to manage follow-ups, send appointment reminders, nurture leads, and trigger alerts based on customer actions. 

This ensures nothing falls through the cracks and frees up your team to focus on high-impact, personalized interactions. By using automation smartly, you reduce response times, improve service consistency, and create more meaningful customer engagements.

Integrate with Existing Tools: For maximum effectiveness, your customer tracking software should work seamlessly with other critical systems such as marketing automation, sales CRM, and help desk solutions.

Integrating these tools ensures data consistency across all touchpoints and departments, reducing manual data entry and improving collaboration. This integrated approach allows for a holistic view of the customer journey, making it easier to deliver tailored services and create a unified experience across marketing, sales, and customer support.

Regularly Analyze Data: Customer tracking software provides valuable data and analytics that can inform key business decisions. Regularly use these tools to monitor important metrics such as conversion rates, customer satisfaction scores, and average response times.

By analyzing this data, you can spot trends, understand customer behavior, and identify areas for improvement in your customer service or sales strategies. Consistent analysis keeps your business agile, allowing you to quickly adapt and meet evolving customer needs.

Maintain Data Accuracy: Accurate data is the backbone of any customer tracking system. Encourage team members to routinely update customer information, such as contact details, communication preferences, and interaction histories. Implement data hygiene practices, such as regular audits, to detect and remove duplicate or outdated records. By keeping your data accurate, your team can make informed decisions and ensure that every customer interaction is personalized and relevant.