Touchpoint tracking

Touchpoints are every interaction users have with your product. For example, when users open your mobile app, search for an item, add it to cart, and check out — each of these actions is a touchpoint. Each interaction creates valuable data about the user experience that reveals patterns in customer behavior.

Tools like Amplitude and Heap automatically capture these touchpoints as they happen. For instance, if users browse your product catalog, the tracking shows which categories they viewed at 2:15 PM, that they filtered by price at 2:17 PM, and sorted by ratings at 2:20 PM — all from their iPhone. This detailed context helps understand user decision-making.

Analyzing touchpoint data reveals important behavior patterns. For example, a fashion app might discover that users who use the virtual try-on feature are 3x more likely to purchase. An education app might find that users who complete lessons in the morning have higher completion rates. Teams can use these insights to improve features that matter most to users and remove friction points that cause drop-offs.