What Is Tracking Software & How To Choose The Best One in 2024?

what is tracking software

Have you ever wondered how businesses gain deep insights into customer behavior or deliver personalized experiences? The answer lies in tracking software. In today’s customer-centric landscape, tracking software has become a crucial tool for businesses to understand and cater to their customers’ needs effectively.

Tracking software allows businesses to track, record, and analyze customer behavior across various channels, such as websites, social media, email, and phone interactions. But what exactly is tracking software, and how can you choose the best one for your business in 2024?

Let’s dive deep into the realm of tracking software and discover why it’s a game-changer for businesses like yours. Along the way, we’ll explore essential features, benefits, and top options available in the market. By the end of this article, you’ll have the insights you need to make an informed decision and propel your business forward.

10 Statistical Facts About Tracking Software

1. Companies that prioritize the customer experience have seen up to a 10% revenue growth compared to those who don’t.[1]

2. 86% of customers are willing to pay more for a better customer experience.[2]

3. 71% of consumers prefer personalized experiences.[3]

4. 74% of marketers say targeted personalization increases customer engagement.[4]

5. 97% of organizations believe real-time data analytics are crucial for business success.[5]

6. 79% of businesses that exceed revenue goals have a documented personalized content strategy.[6]

7. 58% of companies have increased spending on customer tracking software to improve customer experience.[7]

8. 65% of businesses use tracking software to improve their marketing campaigns.[8]

9. $1 spent on personalized marketing delivers $20 in return.[9]

10. Companies that use tracking software to automate customer interactions see a 200% improvement in operational efficiency.[10]

Tracking software is not just a trend but a necessity for businesses aiming to thrive in the digital age. With these statistical facts, it’s evident how tracking software can revolutionize your business and elevate your customer experience to new heights.

Now, let’s explore what exactly tracking software is and delve into the intricacies of choosing the best one for your business in 2024.

[1] McKinsey & Company: Helping Marketers Thrive in the Digital Age

[2] PwC: The Future of Customer Experience

[3] Infosys: Engaging Consumers in the New Decade

[4] Evergage: 30 Personalization Statistics for 2021

[5] Forbes: 82% Of Enterprises Are Considering A Cloud Or On-Premises Business Intelligence Solution In 2018

[6] CMO by Adobe: 21 Eye-Opening Personalization Statistics Marketers Should Know

[7] Accenture: Customer Experience Index

[8] Salesforce: The State of Marketing

[9] Epsilon: The Truth About Personalization 2019

[10] IBM: The Total Economic Impact™ Of IBM Multichannel Marketing Management

What is Customer Tracking Software?

Customer tracking software is a vital tool for businesses in the modern customer-centric landscape. It combines the power of analytics, customer relationship management (CRM), and data collection to provide valuable insights into customer behavior. This software allows businesses to track and analyze customer interactions across various channels such as websites, social media, email, and phone.

The primary function of customer tracking software is to collect data on customer behavior. It captures important touchpoints, including website visits, product views, social media engagement, email opens and clicks, and phone call recordings. By analyzing this data, businesses can identify behavior patterns, understand customer preferences, and gain actionable insights to improve their marketing and customer support strategies.

The software also enables businesses to personalize customer experiences. By tracking customer behavior, businesses can offer personalized recommendations, tailored content, and targeted promotions that resonate with individual customers. Personalization not only enhances the customer experience but also drives customer loyalty and boosts sales.

Furthermore, customer tracking software integrates with other tools and systems, such as CRM platforms and marketing automation software. This integration allows businesses to streamline their processes and ensure a seamless flow of customer data across different departments. By centralizing customer information, businesses can provide a consistent and cohesive experience across all touchpoints.

Real-time reporting and analytics are key features of customer tracking software. Businesses can access up-to-date reports and data visualizations that provide valuable insights into customer behavior and campaign performance. These insights help businesses make data-driven decisions, optimize their marketing strategies, and identify areas for improvement.

Customer feedback is another important aspect of customer tracking software. It allows businesses to gather and manage customer feedback through various channels. This feedback can be used to identify areas of improvement, address customer concerns, and enhance the overall customer experience.

Automation is another essential feature of customer tracking software. Businesses can automate routine tasks such as email follow-ups, customer segmentations, and lead nurturing. By automating these tasks, businesses can save time and resources, increase efficiency, and deliver prompt and personalized customer interactions.

Lastly, customer tracking software prioritizes the security and compliance of customer data. With the increasing concern for data privacy, businesses need to ensure that customer data is handled securely and in compliance with relevant regulations. Customer tracking software employs robust security measures to protect sensitive customer information and maintain trust with customers.

How Tracking Software Works

Tracking software works by utilizing various technologies to collect and analyze customer data. These technologies include:

  • Cookies: Tracking software often utilizes cookies to capture and store information about a user’s browsing behavior. This information helps businesses understand how users interact with their websites and tailor their online experiences accordingly.
  • IP Tracking: Tracking software can also track a user’s IP address to determine their geographic location. This information can be used to deliver location-specific content or target users with relevant offers based on their region.
  • Analytics: Tracking software integrates with analytics tools to gather and analyze data from various marketing channels. This data provides insights into user behavior, campaign performance, and overall customer engagement.
  • Machine Learning: Advanced tracking software leverages machine learning algorithms to identify patterns in customer behavior. These algorithms can identify correlations and predict future actions, enabling businesses to deliver personalized experiences and targeted marketing campaigns.

By using a combination of these technologies, tracking software can collect and analyze vast amounts of customer data, helping businesses gain a comprehensive understanding of their target audience. This knowledge allows businesses to optimize their marketing strategies, improve customer experiences, and drive business growth.

Benefits of Tracking Software

Tracking software provides numerous advantages for businesses, enabling them to optimize their operations and enhance the customer experience. Let’s explore the key benefits that tracking software offers:

  1. Understanding Customer Behavior: Tracking software allows businesses to gain deeper insights into customer behavior and preferences. By analyzing data on customer interactions and engagement across various channels, businesses can identify patterns and trends that inform their marketing and sales strategies.
  2. Predicting Future Actions: With the help of advanced analytics and machine learning algorithms, tracking software can predict future customer actions. By leveraging this predictive capability, businesses can proactively tailor their offerings, anticipate customer needs, and deliver personalized experiences.
  3. Personalizing Experiences: Tracking software empowers businesses to customize interactions based on customer preferences and demographics. By segmenting their customer base and delivering targeted content, businesses can enhance engagement, foster loyalty, and drive conversions.
  4. Streamlining and Automating Tasks: Tracking software automates routine tasks such as data collection, analysis, and reporting. This streamlines business processes, saving time and resources that can be allocated to more strategic initiatives.
  5. Real-time Reporting and Analytics: By providing real-time reporting and analytics, tracking software offers businesses up-to-date insights into their performance. This enables faster decision-making, allowing businesses to quickly adapt their strategies based on actionable data.
  6. Gathering and Analyzing Customer Feedback: Tracking software facilitates the collection and analysis of customer feedback, enabling businesses to understand customer satisfaction, identify pain points, and make necessary improvements. This helps businesses build stronger relationships with their customers and enhance overall satisfaction.
  7. Integration with Other Business Tools: Tracking software seamlessly integrates with other business tools and systems, such as CRM platforms and marketing automation software. This integration enhances cross-functional collaboration, improves data accuracy, and enables a more holistic view of the customer journey.
  8. Security and Compliance: Tracking software ensures the security and compliance of customer data. By implementing robust security measures and adhering to industry regulations, businesses can safeguard sensitive information and maintain customer trust.

benefits of tracking software

As you can see, tracking software offers a wide range of features and capabilities that provide significant value to businesses. From understanding customer behavior and preferences to automating tasks and ensuring data security, tracking software is an essential tool for businesses in today’s competitive landscape.

Choosing Tracking Software

When it comes to choosing tracking software for your business, it’s essential to consider your specific requirements and goals. By evaluating various factors, you can make an informed decision that aligns with your needs. Here are some key considerations to keep in mind:

Determine the user analytics you want to track

Start by identifying the specific user analytics you need to track. Whether it’s website traffic, customer interactions, or specific actions, understanding your data requirements will help you select the right tracking software.

Ensure accuracy and privacy of data

Data accuracy and privacy are crucial when it comes to tracking software. Look for software that offers robust data security measures and compliance with privacy regulations to ensure the integrity of your data.

Evaluate scalability and usability

Consider the scalability of the tracking software to accommodate your business’s growth and changing needs. Additionally, assess the software’s usability to ensure that it is user-friendly and can be easily adopted by your team.

Check integration capabilities

Integration capabilities are vital to streamline your workflow and consolidate data from various sources. Look for tracking software that integrates seamlessly with your existing tools to avoid data silos and maximize efficiency.

Assess pricing plans

Compare the pricing plans of different tracking software options to find a solution that fits within your budget. Take into account the features offered and the scalability of the pricing plans to ensure long-term cost-effectiveness.

By considering these factors and conducting a thorough tracking software comparison, you can choose the right solution that empowers your business with valuable insights and enhances your customer-centric strategies.

Top 10 Customer Tracking Software for Your Business in 2024

If you’re looking for the best tracking software to analyze and track customer behavior, consider these top 10 options in 2024:

  1. Hiver
  2. Zendesk
  3. EngageBay
  4. Freshdesk
  5. Dynatrace
  6. Datadog
  7. Solarwinds
  8. Kissmetrics
  9. Crazy Egg
  10. Matomo

Each of these software solutions offers unique features and benefits designed to help businesses effectively track and analyze customer behavior.

To choose the right software for your business, consider factors such as your company’s specific needs, scalability, ease of use, integrations with other tools, and pricing.

Now, let’s take a closer look at each of these top 10 customer tracking software options:


Hiver is a customer service platform that transforms Gmail into a powerful tool for managing customer communication. With Hiver’s tracking software, you can streamline your customer service processes and enhance your team’s productivity. Hiver offers a range of features designed to improve customer satisfaction and drive business growth.

Data Management

Hiver’s tracking software allows you to store and organize customer data in a centralized location. You can easily access customer information, such as contact details, previous interactions, and purchase history.


With Hiver’s tracking software, you can personalize your customer interactions. You can create customized templates, automate responses, and tailor your communication to meet individual customer needs.

Integration Capabilities

Hiver seamlessly integrates with other business tools, such as CRMs and helpdesk software, allowing you to consolidate customer data and streamline your workflow.

Real-time Reporting and Analytics

Hiver’s tracking software provides real-time reporting and analytics, enabling you to analyze customer trends, identify areas for improvement, and make data-driven decisions.

Customer Feedback and Survey Management

You can gather and manage customer feedback efficiently with Hiver’s tracking software. You can create surveys, collect responses, and gain valuable insights to enhance your products and services.

Automation of Routine Tasks

Hiver automates repetitive and mundane tasks, such as assigning emails to specific team members or creating follow-up reminders, allowing your team to focus on more meaningful customer interactions.

Security and Compliance

Hiver ensures the security and compliance of your customer data by implementing strict privacy policies and data protection measures.

Pricing for Hiver ranges from $15 to $99 per user per month, depending on the plan you choose. Discover the benefits of Hiver’s tracking software and take your customer service to the next level.


Zendesk is a robust customer support platform that empowers businesses with a comprehensive set of features to enhance customer interaction and streamline support workflows. With Zendesk tracking software, you can delve into detailed customer interaction histories, gain insights from advanced analytics, and leverage AI-powered automation to optimize your customer service operations.

One of the key features offered by Zendesk is real-time user monitoring, which allows you to observe how customers navigate your website, identify pain points in their journey, and make data-driven improvements to optimize their experience. With user behavior analytics, Zendesk equips you with valuable insights into customer preferences, enabling you to personalize your support interactions and better anticipate their needs.

Another notable feature of Zendesk tracking software is its capability for feature adoption analytics. This enables you to track and measure how effectively your customers are utilizing different product features, helping you identify areas for improvement and optimize feature adoption strategies.

Zendesk also offers seamless integration with other tools, allowing you to centralize your customer data and streamline processes across multiple platforms. By combining Zendesk with your existing business tools, you can enhance efficiency, improve productivity, and provide a cohesive customer experience.


When it comes to pricing, Zendesk offers flexible options to cater to businesses of all sizes. For small to large-sized businesses, pricing starts at $49 per agent per month. However, for enterprise companies with specific requirements, Zendesk offers custom pricing plans tailored to meet their unique needs and scale.


EngageBay is an all-in-one CRM platform designed specifically for small to medium-sized businesses. With EngageBay tracking software, you can streamline your customer management processes and enhance your business operations.

EngageBay offers a range of features to help you effectively manage your customer interactions. The platform provides unified contact management, enabling you to have a comprehensive view of your customers and their interactions with your business. You can easily organize and track all your customer data in one place, ensuring easy access to essential information.

In addition to contact management, EngageBay also offers task and deal management capabilities. You can create tasks, set reminders, and keep track of important deadlines to ensure efficient workflow and timely follow-ups. The deal management feature allows you to track the progress of your deals, analyze sales pipelines, and make data-driven decisions to increase your conversion rates.

Appointment scheduling is made simple with EngageBay’s intuitive interface. You can easily schedule and manage appointments with your customers, eliminating the need for manual coordination and reducing scheduling conflicts. This feature allows you to provide excellent customer service while saving time and effort.

EngageBay also provides marketing automation tools to help you streamline your marketing campaigns. You can create personalized campaigns, automate email marketing, segment your audience, and track the performance of your marketing efforts. This allows you to engage with your customers in a targeted and efficient manner, increasing your chances of success.

Customer support is another area where EngageBay excels. The platform offers customer support tools that enable you to manage and resolve customer queries and issues effectively. With EngageBay’s customer support features, you can provide exceptional customer service, enhance customer satisfaction, and build long-term relationships with your customers.

EngageBay tracking software is available at affordable prices, making it an excellent choice for small to medium-sized businesses. The Basic plan starts at just $12.74 per user per month, offering essential features to help you get started. For businesses looking for advanced capabilities, the Pro plan is available at $101.99 per user per month.

With EngageBay, you can optimize your customer management processes and take your business to new heights. Experience the power of EngageBay tracking software and unlock the full potential of your customer interactions.


Freshdesk is a cloud-based customer support platform that provides multi-channel support, extensive analytics and reporting tools, and mobile app support. With Freshdesk tracking software, you can easily manage customer interactions across various channels, ensuring a seamless and efficient customer support experience.

One of the standout features of Freshdesk is its customizable ticket fields, which allow you to create personalized ticket forms that capture specific customer information. This helps your support team gather all the necessary details to provide accurate and tailored solutions.

Another useful feature is support time tracking, which allows you to measure the time spent on each customer ticket. This helps you identify areas for improvement in your support processes and ensure efficient allocation of resources.

Freshdesk also offers canned responses, which are pre-defined replies that can be used to answer common customer queries. This saves your support team time and effort by providing them with ready-made responses that can be quickly customized and sent to customers.

In addition, Freshdesk includes field service management tools, which allow you to schedule and manage on-site support appointments. This feature is especially useful for businesses that provide field services and need to coordinate with technicians and customers.

The pricing for Freshdesk starts at $0 per month for small startups with limited support needs. For larger enterprises, pricing starts at $99 per agent per month, offering more advanced features and capabilities tailored to meet the demands of a larger customer support operation.

To summarize, Freshdesk provides a comprehensive set of features for managing customer support interactions. From its multi-channel support capabilities to extensive analytics and reporting tools, Freshdesk is a versatile and powerful tracking software solution for businesses of all sizes.

Freshdesk tracking software

Other Tracking Software Options

In addition to the top 10 customer tracking software options mentioned earlier, there are other alternatives available. These include:

Software Features Pricing
Dynatrace Real-time performance monitoring and AI-powered analytics Custom pricing
Datadog Unified monitoring, log management, and APM Starting at $15 per host per month
Solarwinds Network and performance monitoring Custom pricing
Kissmetrics Customer engagement and retention analytics Custom pricing
Crazy Egg Heatmaps, A/B testing, and website optimization Starting at $49 per month
Matomo Open-source analytics platform for privacy-conscious businesses Free and paid plans available
AppDynamics Application performance monitoring and user experience analytics Custom pricing
TimeCamp Time tracking and project management Starting at $7 per user per month
Clockify Time tracking, reports, and teams management Free and paid plans available
Toggl Track Time tracking, project management, and idle detection Starting at $9 per user per month

Each software offers unique features and benefits for businesses looking to track and analyze customer behavior.


In conclusion, customer tracking software is an essential tool for businesses operating in today’s customer-centric business landscape. By utilizing customer tracking software, you can effectively track, analyze, and personalize customer interactions, resulting in improved customer experiences and increased revenue.

When selecting the right tracking software for your business, it is crucial to consider your specific requirements and goals. Compare different options based on their features, accuracy, data privacy, scalability, usability, integrations, and pricing to make an informed decision.

For 2024, the top 10 customer tracking software options include Hiver, Zendesk, EngageBay, Freshdesk, Dynatrace, Datadog, Solarwinds, Kissmetrics, Crazy Egg, and Matomo. These software platforms offer unique features and benefits to help you effectively track and analyze customer behavior.

Keep in mind that besides the mentioned options, there are other alternatives available in the market. It’s important to explore these alternatives as well to find the tracking software that aligns best with your business needs.


What is tracking software?

Tracking software is a tool that allows businesses to track, record, and analyze customer behavior across various channels, such as websites, social media, email, and phone.

How does tracking software work?

Tracking software collects data on customer behavior and uses AI and machine learning algorithms to analyze the data, identify behavior patterns, and provide insights and recommendations for businesses.

What are the benefits of tracking software?

Tracking software enables businesses to understand customer behavior, predict future actions, personalize experiences, automate tasks, gain real-time insights, manage customer feedback, and ensure the security and compliance of customer data.

How do I choose the best tracking software for my business?

When choosing tracking software, consider your specific requirements and goals, evaluate factors like accuracy and privacy of data, scalability and usability, integration capabilities, and pricing. Compare different options based on these factors to make an informed decision.

What are the top 10 customer tracking software options for 2024?

The top 10 customer tracking software options for 2024 are Hiver, Zendesk, EngageBay, Freshdesk, Dynatrace, Datadog, Solarwinds, Kissmetrics, Crazy Egg, and Matomo.

What features does Hiver tracking software offer?

Hiver offers features like data management, personalization, integration capabilities, real-time reporting and analytics, customer feedback and survey management, automation of routine tasks, and security and compliance.

What features does Zendesk tracking software offer?

Zendesk offers features like real-time user monitoring, user behavior analytics, feature adoption analytics, and integration with other tools.

What features does EngageBay tracking software offer?

EngageBay offers features like unified contact management, task and deal management, appointment scheduling, marketing automation, and customer support tools.

What features does Freshdesk tracking software offer?

Freshdesk offers features like multi-channel support, extensive analytics and reporting tools, mobile app support, customizable ticket fields, support time tracking, canned responses, and field service management tools.

What other tracking software options are available?

Other tracking software options include Dynatrace, Datadog, Solarwinds, Kissmetrics, Crazy Egg, Matomo, AppDynamics, TimeCamp, Clockify, and Toggl Track.