SaaS Adoption Metrics: User Analytics Tools To Track Adoption Metrics

Digital Adoption
Digital Adoption

Understanding your users is key to driving adoption of your SaaS. Whether you are a customer success manager, an account executive or a digital transformation project manager, having access to adoption data helps ground your decision making in concrete metrics. Having the correct User Analytics Tools to do that collection and aggregation of data is key. In this article, we cover some of the top user analytics tools used by modern teams to understand and support your users.

Written by

COO, Usertip

How do you know that the people using your product or services are happy with it and have achieved their goals? How can you understand your customer retention rate and stop users from leaving before they actually do? You can carry out these tasks and more with tools designed specifically for customer success to track user engagement. Customer success teams rely on these user analytics tools, as do account managers and sales executives to better manage customers and provide the best usage experience.

In this we cover some of the most popular analytics tools being utilized by modern customer success teams to help you choose the best for your organization's needs.

What is a user analytics tool that is appropriate for customer success?

Analytics tools that are utilized by customer success focus on providing a consolidated, 360-degree view of all your customer data that has been merged and pulled from different communication channels and apps, including email, live chat, customer care requests, CRM services, and more. With these, they often provide customer engagement analytics, product usage tracking, customer health scoring, comprehensive customer profiles, workflow automation, and real-time insights. These are just a few of the top headline features required of a user analytics tool for customer success.

Thanks to these user analytics tools, businesses may proactively identify clients who require attention before they stop engaging with their services. This kind of software can assist you in lowering your customer churn rate, boosting customer engagement and retention, finding chances for upsells and cross-sells, and finding advocates among your users that can help improve sales. Ultimately, organizations can ensure that their users get the desired results by proactively understanding and assisting them.

How to pick the best tools for user analytics?

Here are some factors to look at when you are up to pick an analytic tool:

• Decide what you want to monitor.

• Is your priority mobile browser, mobile application, desktop application or web applications?

• Determine the technical specifications of integration.

• Determine the degree of technical and/or strategic support you require.

• Can you work with them? / Do you like them?

• Endorsements from actual clients.

We'll look more closely at the best user analytics tools in the customer success space spefically for web applications

2022 Customer Success Specific Platforms With Analytics Capabilities

There are a number of customer success specific platforms that also offer specific analytics capabilities to help you understand their users.


One of the best and most highly regarded customer success tools available is called Gainsight. Gainsight is targeted at mid-size to enterprise companies.

The platform offers a wide range of tools for managing customer success, such as giving insights, gathering feedback, involving customers, and changing customer success. Customer Health Scores, which assess each customer's total contentment and provide them with a specific score, are one of its key features. The platform also has machine learning capabilities that allow it to improve its predictions about consumers based on its growing understanding of those clients and their past behavior.

Custom pricing is available upon request


Client Success is a customer success specific platform that aids in the expansion and retention of your current customer base. The platform is renowned for its user-friendly, clean interface, which is popular with existing users. Like Gainsight, its patented Client Success Success Score provides granular, customer-specific rankings on various factors, including general health, product usage, sentiment, advocacy, engagement, and more. However, its reporting functionality is constrained, and the integration of third-party applications might be improved.

Custom pricing is available upon request


Custify is a platform for customer success management software that aids SaaS companies in proactive, real-time client management. It is specifically designed for B2B SaaS businesses.

Users of this program can increase product uptake and decrease churn. It accomplishes this by centralizing all client data, setting up notifications and alerts, and automating low-touch customer success procedures. Customer success teams can better comprehend your customer lifecycle thanks to the pertinent information provided by Custify. One of the most popular and well-liked features is Customer 360°, which enables teams to quickly view product consumption, product adoption, and customer lifecycles. Another interesting feature is the automation. Custify can identify when customers hit certain milestones and automate reaching out to them automatically.

Pricing starts at $199.00 per month


LiveAgent is a multichannel help desk and live chat software that’s great for companies of all sizes. The system contains a built-in CRM that provides companies with a unified picture of their customer's contact details, past purchases, and inquiries across several channels (email, social media, live chat, call, and knowledge base.) Additionally, the platform has over 180 cutting-edge capabilities, such as internal and external communication tools, process automation, reporting, and data analytics. In addition, LiveAgent offers its clients 24/7 support and integrates with over 40 external applications.

Pricing starts at $15 per agent per month

Best Web Analytics Tools for 2022

Apart from customer success specific platforms, there are more generaly analytics platforms for understanding users that may be useful to consider.

Google Analytics


When it comes to web analytics, Google Analytics is undoubtedly in first place. Google Analytics is always the first option we suggest to newcomers to the analytics space. It's free, continuously updated, and developed, and a wealth of information is available online about how to use it. Communities abound on how best to utilise this for a range of purposes including customer success, digital marketing, product management and more.

It is free to start using!


Hotjar is not typically regarded as a standalone analytics platform, but it has some impressive analytics capabilities. Hotjar's key feature is its heat map tool showing how users scroll and move their mouse as they click tghrough your pages. Additionally, it can be used to get user input on how they found your website.

It is free to start using!


Mixpanel is a product-focused analytics tool allowing tracking across web and mobile. Mixpanel has deep analytics features that help you to find out which features are most used, who your power users are, and the actions that lead to long-term retention. Additionally, you can examine conversion rates and create funnels with a few clicks.

It is free to start using!


The appropriate customer success software and accompanying analytics will help you grow your client base, increase customer engagement, and lower your customer turnover rate. It's never too late to assist your clients in achieving their goals and receiving the first-rate service they deserve. And don't forget to use the platform to uncover your ideal customer advocates and spot upsell and cross-sell chances.

If you are a customer success team looking to improve your onboarding and support experience via in-application walkthroughs please check us out at or follow us on Linkedin for more tips to drive user adoption. Usertip is the first Southeast Asia digital adoption platform designed to help scale your onboarding, training and support for digital solutions. Operating from Singapore, Indonesia and Australia our no-code platform delivers in-application walkthroughs directly on your digital solutions. Seamless user experience and on-demand learning are all delivered to your user’s fingertips within seconds. Click here to find out more.