How do you understand your customer behavior / health and communicate with them?
Hey - wanted to get this community's suggestions for tools to get a good grasp of what all our users / customers are doing in our app, understanding how successful / healthy they are, and then communicating with them?
We currently use Mongo for our DB and Mixpanel for product analytics, which lets us see what specific events have occurred. But so far we haven't been able to figure out a good way to see things from a customer orientation, in order to answer things things like:
- Which customers tried to use a specific feature today, which were successful in using the feature, and how many times did they use it?
- Over the last week, which customers have not logged into our app, and therefore I should email them to figure out why?
- Over the last week, which customers have logged in but not installed our app, so I need to offer support
- Which customers were active last week but not active this week, and therefore I need to reach out and understand why? What are the email addresses of those users, and how can I reach out / email them with one click?
I can build dashboards for all of this, but are there tools to track user behavior like this, ideally with communication / automation built in?
Thanks in advance!
Hi @memn0nis ,
I joined this platform a little late. I am founder of fibotalk ( https://fibotalk.com )
Your request seems like our product spec. We at Fibotalk are solving for the precise questions you are looking to get answers for. You can easily build multiple dashboards and charts (funnel, trend, and journey charts) for different parameters and events to track product usage. We readily provide login and signup trends, top power users, page engagement, and much more.
This is not all. You can build user cohorts based on feature utilization, API response errors, trial plans, and a multitude of user parameters.
We just don't provide insights but close the loop as well. There is an engagement module to send in-app announcements.
If you are still looking for a slick solution, please connect with me.
The most useful thing for me by far is Fullstory (or some cheaper alternative). Actually seeing that the user does is very useful for me. I also have every important button on the UI connected to an event on Amplitude. For communication with each group of users, I use my own tool, which does just that :) https://www.palabra.io/?ref=indie
You could have a look a www.logrocket.com this allows you to sees videos of every user session and exactly what they do. Not sure it solves all the points listed but you will be able to analyse what the user does when they reach your site