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NetSpring for Digital Operations Teams

Keep a pulse on customer experience. React to anomalies and opportunities.

Continuously monitor product and customer experience metrics. Alert on degradations in experiences or revenue opportunities.

Your Challenges

Your organizational silos make it difficult to set up a consistent customer experience across different channels, owned by different teams with different objectives and systems.

Without a holistic view of the entire customer journey it is impossible for you to understand what customers are doing, and why they are doing it.

Your team is routinely blindsided by customer and product issues, and missing out on opportunities to quickly resolve issues and/or build goodwill with customers.

NetSpring Solution

Work directly on your data warehouse or data lake as the single source of truth. Enrich real-time product instrumentation with rich business context to personalize every customer interaction at the point of impact.

Identify the sequences and timing of customer activities by behavioral cohorts, in order to understand the patterns leading to positive business outcomes, such as activation or retention.

Get a real-time view of key product and customer metrics, with robust alerting on anomalies and opportunities.

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TRUSTED BY

Digital Experience Monitoring

Keep a pulse on your customer experience.

  • Continuously monitor key KPIs around experience metrics
  • Alert on experience degradations with instant notifications
  • Track experiences across all touch points and journeys

Incident Management

Collaboratively manage incidents.

  • Team-based allocation of alerts by attributes
  • Rich diagnostics information to triage incidents
  • Manage lifecycle of incidents from creation to resolution

Audience Activation

Build tailored audiences for reach out following incidents.

  • Define sophisticated audiences based on experiences
  • Active accurate and up-to-date audiences directly through the warehouse
  • Achieve fine-grained but scalable audience personalization

Data Observability

Detect and correct data issues.

  • Monitor and alert on unusual deviations in metrics and datasets
  • Visually trace metrics to underlying data for root cause analytics
  • Ensure trust in business metrics

Explore how the NetSpring Platform empowers Digital Operations Teams

Product Analytics

Get deep insights into product usage and user behavior.

Customer Journey
Analytics

Understand the entire customer journey across all channels.

Business Intelligence

Go beyond templated reports to advanced ad hoc explorations.

Testimonials

  • Ergatta Logo

    NetSpring is the Holy Grail of product analytics. You don’t have to move your data anywhere.

    It sits directly on your data warehouse, looks across all data sets, and supports both traditional BI analysis and modern event-centric product analytics. It is also self-service, so you can expand the reach and impact to everyone in the organization, not just technical teams.

    And when it comes to cost, NetSpring is cost-efficient and scales with our business.

    Chang Yu, VP of Product
  • Bonfire Logo

    Relative to our peer Web3 companies, NetSpring gives us an important competitive advantage. With NetSpring working directly on our data warehouse, we now have a view into retention and activation others don’t have.

    We can track cohort-specific KPIs, then easily build and test hypotheses that are leading to improvements to our platform, especially around the first user experience. The ability to segment our creators by specific behaviors has helped us identify which segments matter most. This was a level of granularity previously hidden from us.

    Matt Alston, Co-Founder & CEO
  • Zoom Logo

    In subscription businesses, you have to closely follow the customer lifecycle. You may be looking at feature adoption or churn, at how to create more value, or how to make customers aware of new products. And internally, for sales, marketing, or customer support departments – providing insights.

    Basically with this cloud architecture we have an ability to look at product telemetry data as well as business transaction data. The magic is when we intersect these and do cohort analysis. We can slice and dice from many different perspectives, and that’s where the insights come.

    Awinash Sinha, CIO
  • MailChimp Logo

    You would think that if I handed you a product analytics platform, I would be excited PMs are looking at retention rate. But only half of the cancellations happened inside the product. The other half happened because somebody picked up a phone to cancel.

    No events were ever created, and as such, our retention curves were materially misstated. That immediately starts to undermine the credibility of any first-generation tool.

    John Humphrey, Former Head of Data Platform Product
  • Insta Cart Logo

    How can we make the experience of buying groceries on Instacart not just more convenient, but also more efficient and delightful than shopping in the store?

    To inspire product strategy, we spend a lot of time trying to understand patterns of shopping so we can build personalized experiences.

    Anahita Tafvizi, VP and Head of Data Science & Business Operations
  • Asana Logo

    Our product managers and growth managers rely heavily on data to see how customers are using the platform. How frequently are they using? What capabilities are they using? Which capabilities are resonating more or less them them.

    That informs our product roadmap.

    Saket Srivastava, CIO
  • Revifi Logo

    Cloud data warehouses like Snowflake, Redshift, BigQuery, Databricks, and Azure have become the de facto place where businesses pull data out and use it for a business purpose.

    So the more compute you push on the cloud data warehouse, the closer it stays to the ecosystem, and the easier it is for anyone to even consume such a system.

    Sanjay Agrawal, Co-Founder & CEO
  • Neon Logo

    Amplitude and Mixpanel are basically a time series database underneath, with a UI. Time series data tends to be write once.

    You need to take advantage of those techniques data warehouses are born with. It makes sense to put this into a data warehouse, rather than a custom database like Datadog, Mixpanel, or Amplitude. Plus you have additional benefits from it because you can cross reference that data with the rest of the business data.

    Nikita Shamgunov, Founder & CEO
  • Rudderstock Logo

    We want to look at product funnels and customer journeys, but then combine that with Salesforce data. But it was surprisingly hard to do with a lot of these cloud product analytics tools. They’re only designed to ingest a specific kind of data. And if you want to combine other data sources, it becomes really fragile and complicated to set up those data pipelines.

    Warehouse-native enables that and unlocks that set of use cases. Why do you need to ship everything to another vendor to do specific parts of your analytics? It just does not make good sense.

    Soumyadeb Mitra, Founder & CEO
  • Simon Logo

    True centralization aggregates data from all channels, not just what someone clicked on the website: offline, IoT, support, etc.

    Let’s have shipping and returns data, and everything else that is required to properly instrument a real business – put in a single place, which is governed, secure, complete, and accurate.

    Jason Davis, Founder & CEO
  • DCP Logo

    A core focus of DCP Midstream is our commitment to operational excellence.

    Leveraging NetSpring to analyze real-time data gives our team members key information to prioritize critical work, support quick response, and more effectively serve our customers.

    Rob Sadler, Group Vice President of Energy, Transition & Transformation

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