Customer Journey Analytics Tools: Best Features, Pros & Cons

In this competitive market ensuring a positive and hyper-personalized customer experience is the key to winning your customers. In fact, for 73% of customers, a good and positive experience is key in influencing their brand loyalties. This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever.

Analyzing your customer journey is not just about understanding where your customers are but also understanding why they are making those decisions and where they are going next. This enables you to create an experience that is not just positive or good but also personalized to your customer’s expectations and preferences.

Now, on this journey, there are many tools in the market that will help you dig deeper into customer insights, enabling you to understand your customers a little better. So, let’s take a look at customer journey analytics tools currently trending in the market.

Top 7 Customer Journey Analytics Tools To Checkout

1. SurveySensum

SurveySensum is an AI-enabled customer experience management tool that comes with a wide range of capabilities to understand and evaluate every touchpoint across your customer journey, enabling you to optimize the experience according to the customer’s expectations.

All this analysis is incomplete without taking proper action. SurveySensum provides you with a detailed and analytical customer journey dashboard with which you can understand how the overall journey is going, which touchpoints are causing friction, which area needs more priority action, key drivers and metrics to improve, etc. This dashboard can be customized to fit your business goals and can also be shared with stakeholders and across your team for better alignment of goals.

Best Features:

• CX Consultation
• Text analytics software
• Closed-loop capabilities 
• 2-hour SLA support guaranteed
• Transparent and affordable pricing
• Real-time customizable dashboards
• Advanced Reporting 
• Integrations (along with data import)
• On-site support
• Unlimited templates
• Survey white labeling
• Unlimited surveys 
• Unlimited users
• Unlimited touchpoints 
• Unlimited Ad Hoc research

Pricing: The pricing for SurveySensum starts at $99/month and goes up to $599/month for the enterprise plan. The tool also comes with a free plan where you get 25 survey responses, along with website integrations, unlimited surveys, users, and questions.

G2 Review: 4.6/5

Personalizing your customer’s journey is not a thing of the future – it is here now. Track important metrics and analyze customer data to gain insights into your customer’s expectations, preferences, pain points, etc, and tailor their journeys accordingly

2. HubSpot Marketing Hub

HubSpot is a very popular customer relationship management platform that provides tools and solutions for marketing, sales, and content management. By integrating different digital marketing and sales solutions into one seamless platform, this tool helps you to attract visitors, convert leads, and gain customers. 

Best Features:

• HubSpot can integrate with a wide range of third-party tools, including WordPress websites. This ensures that your marketing efforts work seamlessly. Having well-optimized WordPress websites can enhance user engagement and improve overall customer journey experiences, making it a key factor in your digital strategy
• The tool comes with an AI content creator. All you need to do is give it some content as a base idea and it will expand it in your brand voice, review it, and then publish it as a blog, webpage, landing page, etc
• The tool’s all-in-one marketing features allow you to use all of the available features to plan, design, and execute campaigns seamlessly.

Pricing: The pricing for Hubspot starts at $20/month and goes up to $3600/month for the marketing hub enterprise plan.

G2 Review: 4.4/5

3. Insider

Insider is yet another customer journey analytics tool that offers you tools and features to enhance your customer engagement by understanding customer journeys and delivering personalized experiences across multiple channels like website, phone, email, etc.

Best Features:

• The tool’s “Journey Orchestration” tool will help you track customer behavior and preferences, enabling you to display captivating and responsive results on the website to ensure that the customers stay.
• Insider’s recommendations will help you to streamline your customer journey by providing personalized product recommendations to each customer.
• Insider offers one of the most exciting ways of displaying product recommendations – InStory. This provides a highly personalized product discovery experience.

Pricing: Please contact the Insider team for more information on pricing and different plans.

G2 Review: 4.8/5

4. Contentsquare

Contentsquare is a digital experience analytics platform that goes beyond traditional analysis and helps you understand how your customers are interacting with your website, apps, and other digital platforms.

Best Features:

• The tool gives you detailed insights into your web analytics, areas of frustration that users are experiencing, content that is working really well but currently not seen by many users, etc.
• The tool allows you to build a deeper understanding of customer journeys and once the information has been gathered, the key findings and metrics are easy to report to your stakeholders.
• Contentsquare allows you to find actionable insights into how your users are behaving on your digital platforms, allowing decisions, improvements, and tests to be data-driven across the business.

Pricing: Please contact the Contentsquare team for more information on pricing and different plans.

G2 Review: 4.7/5

  Instead of just sending surveys at the beginning and end of your customer journey, why not send it at each and every touch point? Well, with SurveySensum you can send journey-based surveys to gain insights and identify friction points at any particular touchpoint of the customer journey!

5. Salesforce Journey Builder

Salesforce Journey Builder is a feature within the Salesforce Marketing Cloud that enables you to design, automate, optimize, and most importantly, personalize your customer journey across multiple platforms.

Best Features:

• The tool uses data from Salesforce CRM and other integrated tools, to help you deliver a personalized experience at each stage of the customer journey.
• With automated journey logic, you can anticipate changes in customer behavior and take proactive steps.
• It supports marketing and sales activities across multiple channels like email, mobile, apps, etc, to ensure consistent customer experience.

Pricing: The pricing starts at $1250/month and goes up to $15000/month for the premium plan.

G2 Review: 4.0/5

6. ChurnZero

ChurnZero is yet another customer journey analytics tool that helps users reduce customer churn and increase customer retention with the help of detailed insights into how customers are using the product, engaging with it, and any possible issues that might lead to churn.

Best Features:

• Account Management is really easy with Churnzero.
• The tool provides powerful and detailed dashboards to track important metrics like account health, usage, time spent, etc.
• It seamlessly integrates with other tools like HubSpot, Snowflake, Segment, etc

Pricing: Please contact the ChurnZero team for more information on pricing and different plans.

G2 Review: 4.7/5

7. Netcore Customer Engagement and Experience Platform

Netcore is an AI-powered analytics platform, designed to elevate customer experience and engagement. The platform comes with different tools for personalized marketing solutions, customer insights management, and multi-channel communications.

Best Features:

• The tool provides simple and intuitive solutions to send out marketing emails and create pop-ups for your homepage.
• Uploading your customer contacts and segmenting them based on your campaign targets is very straightforward.
• You can track your revenue, and viewers, and analyze all the data from one platform, making it very convenient.

Pricing: Please contact the Netcore team for more information on pricing and different plans.

G2 Review: 4.5/5

Conclusion

If you want to understand and optimize each and every interaction your customers have with your business, then you need the right tool to extract actionable insights into how your customers are engaging, time spent, their usage, etc. This enables you to gain insights into customer behavior, preferences, expectations, and pain points to create personalized experiences for each stage of their journey.

However, choosing the right tool can be a challenge, but with SurveySensum, rest assured that you are at the right place. This customer experience tool provides AI-enabled capabilities like text and sentiment analysis, cross-tab analysis, cross-channel communication management, etc to help you gain a competitive advantage by anticipating customer needs and streamlining their journeys.