Analyzing customer data is chaotic, especially if there’s a lot of it coming from different sources. You first need to collect this data effectively, then process, cleanse, and finally analyze it to derive meaningful insights. This process, known as customer experience analytics, can take up a lot of your valuable time.
Customer analytics tools can help. These tools make it a breeze to collect and analyze customer data in the most effective manner possible.
However, with almost every other company claiming their “customer analytics tool” to be the best, who should you trust? And which tools should you actually add to your tech stack?
In this guide, we’ve listed down the four best customer experience analytics tools for you to consider along with what they’re best suited for.
But before we dive in, let’s first understand what customer analytics tools are.
Customer analytics tools are platforms that empower businesses to gather, process and analyze their customer data. These tools can further help companies better understand their customers, make well-informed decisions based on data-driven insights, and spot trends that might otherwise go unnoticed.
For example, Hotjar, a popular customer analytics platform, can help you understand how your users are interacting with your product. Using one of their core features called “Session Recordings,” you can get a complete playback of a user’s mouse movements, including clicks, hovers and turns. You can use this information to identify blockers that might be hindering the user experience, discover areas of the website or application that are confusing or not intuitive, and gain insights into how different design or content elements are being perceived by the users.
Another example is Gigasheet, our big data cloud spreadsheet platform and a widely popular customer experience analytics tool. You can use our platform to analyze big data with the simplicity of spreadsheets. So for example, you run an eCommerce store and categorize your customers into different segments based on their purchase behaviors, demographics, or interaction with your marketing campaigns. With Gigasheet, you can upload the raw transactional and customer data in the form of spreadsheet, potentially running into over a billion rows, and start analyzing it almost immediately.
Different customer analytics tools serve different purposes. For instance, Hotjar and Gigasheet are completely different products; however one of their strengths is helping companies collect, process and analyze customer data.
Hence, we’ve put together this comprehensive list of different customer analytics tools that can make analyzing customer data a breeze.
To help you find the right fit, we have curated a list of four best customer data analytics tools along with their pros and cons. Let’s dive straight into them.
Gigasheet is a big-data cloud spreadsheet platform that makes it possible to work with large spreadsheets, even ones with over one billion rows. The platform offers a user-friendly and intuitive interface, and can help you crunch big numbers without the need for specialized data expertise.
Some of its key features include:
Amplitude is a product analytics and event tracking platform that provides deep insights into your user journey. The platform does this by tracking user interactions with different elements of a product or website.
By aggregating this data and presenting it in an understandable manner, businesses can identify key behaviors, patterns, and trends among their users.
Some of its core features include event tracking (to track specific user actions), funnel analysis (to dive into user conversion steps), retention analysis (to measure user return rates), cohort analysis (to compare user group behaviors), and more.
Source: Google Analytics 4
Google Analytics 4 is Google’s web analytics platform used by millions of people worldwide to monitor user behavior on their website and app. This tool can provide you with information like how many people land on your website over a specific time period, which pages get the most traffic, where is this traffic coming from, and more.
Recently, Google made it mandatory for everyone to switch from their old analytics platform called “Universal Analytics” to the upgraded one called “Google Analytics 4.” Some people have loved this upgrade, whereas some despise it (we’ll talk more about this in the Pros and Cons section).
Some of Google Analytics 4 key features are:
Hotjar is a behavioral analytics and user feedback platform that helps companies understand how their users behave on their website and product. Some of its core features include:
Customer experience analytics tools make it super-easy to analyze your customer data, helping you reduce churn, identify upsell opportunities and increase your retention rate.
No single tool can help you get all the insights you need. Instead, it’s a good idea to understand your specific needs and requirements, and based on them, you can pick tools to add to your tech stack.