On average, an enterprise uses 91 marketing tools to monitor how their customers perceive their brand. However, this can be a lot to handle for a retailer that doesn’t have a lot of time and resources on their hands.

That said, you can always start by using free customer experience analytics tools to track important CX metrics, starting with the ones listed below. 

1. Google Analytics

Google Analytics is a powerful tool that stands out as a cornerstone for analyzing customer experience on websites and mobile applications. It offers a comprehensive suite of features designed to help businesses understand how users interact with their digital platforms, enabling them to make data-driven decisions to enhance the customer experience.

Below are some customer experience metrics tracked by Google Analytics:

  • User Behavior
  • Traffic Sources
  • Conversion
  • Audience Demographics and Interests
  • Real-Time Behavior
  • Device and Browser Used

Offering access to advanced customer insights, Google Analytics enables businesses of all sizes to track a broad spectrum of user interactions, making it a versatile asset for those looking to leverage data for informed digital strategy decisions and improve overall customer experience.

2. Hotjar

Hotjar is one of the best customer experience tools for tracking analytics, particularly for website owners and product teams. It goes beyond traditional customer experience management by offering qualitative insights into user behavior, making it possible to see not just what users are doing on your site but also to infer why they are doing it.

Here are some key features offered by Hotjar that will help you understand customer experience:

  • Heatmaps
  • Web Visitor Recordings
  • Customer Surveys and Feedback
  • Conversion Path Optimization
  • Form Interaction Insights 

Its blend of quantitative and qualitative analytics tools offers deep insights into customer data, specifically user interactions and feedback, enabling these professionals to optimize design, identify conversion barriers, improve the shopping experience, and tailor the content layout and engagement strategies.

3. HubSpot

HubSpot, renowned for its comprehensive inbound marketing, sales, and service software, also excels as a customer experience analytics tool. Its integrated CRM platform allows businesses to consolidate customer interactions and data across marketing, sales, and service channels, providing a 360-degree view of the customer journey. 

Below are the CX-focused features you can use in Hubspot:

  • Customer Relationship Management (CRM)
  • Live Chat History 
  • Email Marketing Automation
  • Customer Feedback Tools
  • Knowledge Base Builder for Customer Journey Optimization

Catering to businesses of all sizes, HubSpot provides valuable insights regarding integrated data and metrics to foster personalized engagement across the customer lifecycle. Its extensive features promote a cohesive strategy for customer interaction management, positioning it as a vital tool for those who aim to exceed customer expectations.

4. Mixpanel

Mixpanel stands out as a useful analytics platform that specializes in user behavior tracking across websites and mobile apps, making it a pivotal tool for businesses focused on optimizing customer experience. 

By analyzing how users interact with digital products in real-time, Mixpanel provides deep insights to predict customer behavior, enabling companies to make data-driven decisions that enhance customer loyalty and retention.

Here are the features of Mixpanel that will help you better understand your brand’s CX:

  • Event Tracking
  • Conversion Funnel Analysis
  • Customer Retention Analysis
  • Customer Segmentation Analysis
  • A/B Testing for Tracking Customer Preferences
  • Automated Messaging for Digital Channels

The tool’s advanced analytics provide detailed insights into user interactions, helping businesses understand and enhance the customer journey. Mixpanel is crucial for optimizing digital strategies and gaining a competitive edge through data-driven decisions.

5. Zendesk Explore

Zendesk Explore is a powerful customer experience management platform that acts as an analytics and reporting tool. It's designed to enhance customer service and support experiences. It integrates seamlessly with the Zendesk suite, offering businesses detailed insights into how customers interact. 

By analyzing customer feedback and interactions, Zendesk Explore helps companies improve their service strategies, boost customer satisfaction, and drive operational efficiency.

Here are the features of Zendesk Explore:

  • Customer Interactions Dashboard
  • Net Promoter Score (NPS) Tracking
  • Customer Service Agent Performance Analytics
  • Customer Satisfaction Scores (CSAT) Tracking
  • Support Ticket Volume Trends

Zendesk Explore’s advanced analytics offer deep insights into customer support activities and the customer journey, enabling informed decisions and improvements in service quality and customer experience.

Let Customer Care Experts Track Your CX Analytics

All the customer experience management software above are free, but utilizing each one to improve your CX is another story entirely. You’ll have to spend a lot of time and effort tracking metrics, analyzing them, and optimizing your customer experience, all of which can take your focus away from your core business operations.

By working with a full-service customer care company like ManilaPros, you won’t have to use customer experience analytics tools yourself. When you hire us to do your customer service, you’ll get a fully dedicated account manager who willtrack and monitor customer experience KPIs, and help you improve your customer experience.

Book a call today to learn more about how our five-star customer care for retailers can boost your CX.