Product analytics software is used to measure and report how people interact with web and software applications, or other products. Use cases include product training and onboarding, customer feedback collection, and learning to understand customer retention and churn to guide product development.
Product analytics software’s monitoring capabilities are greater than heatmap and session recording tools. While they can collect clicks and views and generate reports from these, leading product tools also capture customer sentiment and produce more detailed customer journey information, as well as customer and behavioral segmentation.
The following features are common in product analytics software. Many are distinct to this category of software, while some features overlap with related categories such as digital adoption or BI tools.
Automated user interaction data capture
Analyze data in real-time, or using historical data
Individual or group user activity timeline
Behavior based user segmentation
User data based segmentation (e.g. job title, device, geography)
Analytics linking customer behavior to KPIs
Analytics linking customer behavior to churn
Attribution, linking customer source to behavior & retention
Non-linear customer journey analytics
Touchpoint analytics (i.e. learn how touchpoints influence customer outcomes)
Product engagement scoring (alternately customer engagement scoring)
Data history retention
Data export, or data warehouse integration
Retention and churn reporting, churn rate calculation
Graphical layout of product plan or roadmap
Codeless interaction with data and analytics
Data labeling, virtual events (i.e. perform analytics with virtual data, safely)
Customer feedback collection
Customer guidance, similar to that seen in digital adoption tools
Product Analytics tools can be obtained through vendors providing Customer Success and Customer Experience (CX) platforms and suites, like Gainsight or UserIQ, or that provide analytics along with interactive customer guidance and feedback collection (Pendo). For product teams and developers that want a strictly analytic package, there are focused solution (e.g. Heap, Amplitude). Finally, for products in the development phase or for low traffic applications, many leading vendors offer free forever plans (Heap, Woopra, Amplitude), that may also include customer support.
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
Mixpanel aims to help companies build beloved products with leading analytics software for mobile and web. The vendor says as the only product analytics company featured in Forbes Cloud 100 and Forrester's Digital Intelligence Wave, Mixpanel provides the insights teams need to understand their custo…
Woopra provides real-time customer analytics. It begins by tracking users across digital touch points (website, mobile app, help desk, marketing automation, etc.) and building a comprehensive behavioral profile for each user. These Customer Profiles are Woopra's building blocks, which are used to ge…
Amplitude Analytics is an analytics platform for mobile and web. It is designed to help organizations segment users and analyze funnels, retention and revenue.
Heap is a web analytics platform captures every user interaction on web iOS with no extra code. The tool allows you to track events and set up funnels to understand user flow and dropoff. It also provides visualization tools to track trends over time.
Aptrinsic offers their customer engagement platform to software companies wanting to simultaneously build engagement with their applications and track customer engagement within their application, for segmenting or for finding elements in the application that work or that do not; of use for product …
UserIQ is a walkthrough tool that aims to empower SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. According to the vendor, key benefits include: effectively scale onboardingincrease feature usageaccelerate time-to-valueultimately drive more r…
Indicative is a cloud based, self service customer analytics platform that gives businesses the tools they need to improve acquisition, conversion and retention through meaningful insights.
Sherlock headquartered in San Francisco offers product analytics software suite.
Interana headquartered in Redwood City provides their product customer journey analytics software.
Revuze is a cloud based product experience analytics software solution for development, marketing, and product management teams.