User profiles
Customer journey analytics built on one profile per customer
Customer journey analytics follows each customer from first visit to purchase, renewal or churn. UserExplorer builds a profile for every identified user with source, devices, sessions, clicks, purchases, support tickets, survey answers, churn risk and an AI summary of the whole journey.
- Full timeline from first visit to last session
- Purchases, tickets and survey answers in one place
- Churn risk score on Growth and higher plans
- AI summary of each customer journey
Maya R.Growth plan
First seen 41 days ago from paid search, iPhone, Safari
- Sessions
- 14
- Purchases
- $318
- Tickets
- 1
- NPS
- 6
- Oct 9 Rage clicks on Export, left after 40 s
- Oct 6 Opened ticket about CSV export
- Sep 28 Survey answer, score 6
- Sep 2 Upgraded to Growth
AI summary
Uses reports weekly, blocked by CSV export since Oct 6. Fixing export or a personal reply likely keeps this account. Sample data.
The whole journey
Aggregates hide people, profiles bring them back
Dashboards report averages. A customer success manager preparing a renewal call needs something else: what this account actually did, which features it uses, where it struggled and what it told you. That story is scattered across analytics, billing, support and surveys.
A UserExplorer profile puts it on one timeline. The first visit and its campaign, the signup, every session with a link to its replay, the features used, purchases and plan changes, tickets and the answers given in surveys and NPS.
Profiles work for anonymous visitors too. When a visitor signs up or logs in, earlier anonymous sessions on the same device join their profile, so the journey starts where it really started.
On every profile
Everything you know about a customer, in order
Source and device
First and latest traffic source, campaign, country, devices and browsers used.
Timeline
Sessions, pages, key events and frustration signals in time order, each one clickable.
Purchases and plan
Orders, subscriptions and upgrades, sent through the API and webhooks on Scale and Enterprise.
Tickets and answers
Support tickets, survey responses, NPS scores and AI interview answers.
Churn risk
A risk score based on falling activity, frustration and feedback, on Growth and higher.
AI summary
A short written summary of the journey, what the customer values and where they got stuck.
From profiles to cohorts
Find the journeys that lead to retention
Group profiles into cohorts by signup month, source, plan or any behavior, then compare what retained customers did in their first week with what churned customers did. Customer journey analytics tools are most useful when they lead to a change in onboarding, not just a chart.
The AI researcher can run that comparison for you and return the behaviors that separate the two groups, with example profiles for each.
Weekly retention by signup cohort
Sample data| Cohort | W0 | W1 | W2 | W3 | W4 |
|---|---|---|---|---|---|
| Sep 1412 users | 100% | 61% | 52% | 47% | 44% |
| Sep 8388 users | 100% | 58% | 49% | 45% | 41% |
| Sep 15455 users | 100% | 64% | 55% | 50% | |
| Sep 22431 users | 100% | 60% | 51% | ||
| Sep 29402 users | 100% | 63% |
Export in first 24 h
71% at W4
Did not
29% at W4
Early Export users stay 2.4 times better.
Setup
Connect identity and events in an hour
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Step 1
Identify users
Call identify with your internal user id after login. Avoid sending names or emails if you do not need them.
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Step 2
Send key events
Add events for signup, purchase, plan change and the features you care about.
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Step 3
Connect feedback
Surveys, NPS and AI interviews attach to profiles automatically. Tickets and purchases arrive through the API on Scale and Enterprise.
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Step 4
Use profiles daily
Open a profile from any replay, funnel or survey answer, or search by user id.
Who uses it
Profiles answer different questions for each team
| Team | Typical question | Where the answer is |
|---|---|---|
| Customer success | Is this account healthy before renewal | Churn risk, activity trend, AI summary |
| Support | What did the user do before the ticket | Timeline and replay of the last session |
| Product | Which features do retained users adopt first | Cohorts and feature usage |
| Growth | Which sources bring customers who stay | First source on profiles in each cohort |
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Customer success
- Typical question
- Is this account healthy before renewal
- Where the answer is
- Churn risk, activity trend, AI summary
-
Support
- Typical question
- What did the user do before the ticket
- Where the answer is
- Timeline and replay of the last session
-
Product
- Typical question
- Which features do retained users adopt first
- Where the answer is
- Cohorts and feature usage
-
Growth
- Typical question
- Which sources bring customers who stay
- Where the answer is
- First source on profiles in each cohort
FAQ
Questions teams ask before they start
What is customer journey analytics?
Customer journey analytics connects every interaction a customer has with your product, from the first visit through purchase, usage, support and feedback, so you can see the full path and find what leads to retention or churn.
What data appears on a user profile?
Source, devices, sessions with replays, key events, clicks and frustration signals, purchases and plan changes, support tickets, survey and NPS answers, churn risk and an AI summary.
Do I have to send personal data?
No. An internal user id is enough to build profiles. Inputs stay masked by default and you decide which properties to send. See privacy and security.
How is churn risk calculated?
It combines changes in activity, frustration signals, feature usage and recent feedback into a score. It is available on Growth, Scale and Enterprise.
Can I send purchases and tickets from other systems?
Yes. Custom events come from your site or app on every plan, and the API and webhooks on Scale and Enterprise bring in purchases, tickets and other records.
Which plan includes user profiles?
Basic profiles with sessions and events are on every plan. Cohorts, churn risk and AI interview answers start on Growth. See pricing.
See the reason behind your numbers this week
Install one snippet, record real sessions with masking on by default, and let the AI researcher show you what to fix first.