Another crazy idea that needs your feedback: a tool that records and reproduces your customer cycle

Hey, indie hackers!

Here's another crazy idea to share your thoughts on:

A tool that records and reproduces your whole customer lifecycle. Think of a site session recording tool (FullStory/Inspectlet) meets analytical tool that captures your whole customer journey (Woopra/Mixpanel/customer data platforms).

Instead of just recording your site sessions, this tool would visualize a lifecycle of your customers by reproducing what they do on other channels: email interactions, chat conversations, external tools, pages and touch points like surveys, ads, etc.

For example:

1. User registers on your site - the tool records this as a classic site session.

2. User goes to his email client to confirm his signup email - other tools like FullStory would fall short here. However, this tool would render how your customer sees the confirmation email in their email agent; when did they open it, where they clicked, etc. While mouse movements are not possible to record in an email, we can reproduce a relatively accurate user experience by tracking opens, clicks, replies, unsubscribes, etc.

Another use case would be advanced segmenting like: display the recorded lifecycles of customers that have churned/haven't activated their email/have a lot of support tickets, etc. Segmentation that is not possible in the current site recording tools.

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To expand on this (optional read).

Hypothesis:

UX is the value you deliver at each customer touch point, not only on your website.

UX Design is simply design with an awareness of all the touchpoints that comprise the overall experience with your product/service. So it goes beyond screen and visual design to things like email correspondence, the way people answer phones, marketing messages, return policies, release notes, and everything in between.

Tools like FullStory are great at displaying a high fidelity picture of the user experience on your site, but when the user leaves your site they don't provide any value.

Analytical tools are great at aggregating data across multiple channels to build a unified profile of your customers and a complete customer journey but don't provide a visual/high-fidelity way of understanding this data.

This hybrid solves both problems by providing a high fidelity picture of your customer journey from end-to-end.

Could you see value in this or I'm crazy? :)