Best Customer Experience Management Software
Best customer experience management software includes Salesforce, Olark, Zoho CRM, Freshdesk, Trustpilot. CX software helps you to know how your customers feel about your products and services.
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List of 20 Best Customer Experience Management Software
Category Champions | 2023
Cloud-based Customer Support Software
Freshdesk is a cloud-based CMX software that helps you enhance your customer service. It offers customer experience management tools like Help Desk, Complaint Management, Customer Engagement, Issue Tracking, Knowledge Management, and Field Service Management. Read Freshdesk Reviews
Starting Price: Available on Request
Recent Review
"Simple yet powerful self service software !" - Ruchika Singh
SurveySparrow turns surveys into conversations. With a conversational interface, SurveySparrow enables users to create & share highly engaging surveys that offer a chat-like experience. 14 day free trial is available. Read SurveySparrow Reviews
Starting Price: Available on Request
Recent Review
"An amazing Conversational Customer Experience Platform" - Karishma
Olark is the most beautiful and effective live chat software to talk to your customers for sales and support. And we make it super easy for you! Solve customer problems before they have a chance to click away. Read Olark Reviews
Starting Price: Starting Price: $17 Agent/Month
Recent Review
"Easyness of Olark" - Naveen Pabreja
Pixis is a fully featured Data Analysis Software designed to serve SMEs, Startup, Agencies, Enterprises. Pixis provides end-to-end solutions designed for Web App. This Data Analysis System offers Dashboard, Survey Management, Predictive Analytics, Text Analysis, Collaboration at one place. Read Pixis Reviews
Starting Price: Available on Request
With the help of Qualtrics, you can easily optimize your customer metrics, identify at-risk and vulnerable customers and take remedial actions instantly. The constructive net promoter score software monitors the product improvement and measures the customer feedback. Learn more about Qualtrics
Starting Price: Available on Request
High Performer | 2023
Clarabridge is one of the major software used by hundreds of brands to enhance their customer experience management software. It helps you capture all the interactions with the customer making it a point to miss not even one. Learn more about Clarabridge
Starting Price: Available on Request
Emergents | 2023
Medallia is one of the best customer experience management software for businesses of all types and sizes. This SaaS platform offers Custom Survey URLs, Data Analysis Tools, Email Marketing, Mobile Survey, Offline Response Collection, etc. Read Medallia Reviews
Starting Price: Available on Request
Recent Review
"Medallia is a success story" - Vishwas
| Pros | Cons |
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Speed and responsiveness |
Update and bug |
One of the most powerful of Yotpo Loyalty Software is generated customer content management like drive traffic, reviews, marketing and increase sales managing in the loyalty solutions. It has increase reviews leading to higher on-site marketing without effective and SEO ranking. Read Yotpo Reviews
Starting Price: Available on Request
Recent Review
"must have code experience" - Brittany Ell
| Pros | Cons |
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They send emails to customers acking for reviews. A feature I have been looking so greatly for. |
N/A |
Contenders | 2023
TapMango is a CEM platform that provides powerful tools and solutions to retain your customers. It is one for the customer experience management companies that allows you to create customer loyalty programs with ease. Read TapMango Reviews
Starting Price: Available on Request
Track the quality of your customer service with Nicereply an all-in-one customer satisfaction survey tool. Get more feedback from your customers with personalized CSAT, NPS and CES 2.0 surveys. Learn more about Nicereply
Starting Price: Starting Price: $39 Per Month
Category Champions | 2023
AI-powered & omnichannel business management softw
Zoho CRM Tools is one of the most popular customer experience management software used by all, ranging from small businesses to large enterprises. It offers Dashboard, Analytics, Knowledge Management, Survey/Poll Management, and Predictive Analytics Read Zoho CRM Reviews
Starting Price: Starting Price: $10 User/Month
Recent Review
"Great software to track user information" - Rajan Panchal
| Pros | Cons |
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The workflow of the Zoho forms is impressive. |
Zoho needs to give support to add google captcha v3 invisible captcha on the Zoho form. |
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Zoho CRM empowers SMBs & enterprises with a 360º customer relationship lifecycle management solution. Key features include contact management, sales funnels, pipeline management, workflow automation, AI-powered conversational assistant, task management, managing marketing campaigns, sales forecasting, customer support & service, inventory management, reporting & analytics, and seamlessly integrating with 500+ popular business apps in a single business system. |
Zoho CRM empowers SMBs & enterprises with a 360º customer relationship lifecycle management solution. Key features include contact management, sales funnels, pipeline management, workflow automation, AI-powered conversational assistant, task management, managing marketing campaigns, sales forecasting, customer support & service, inventory management, reporting & analytics, and seamlessly integrating with 500+ popular business apps in a single business system. |
Kommo is a cloud-based sales management solution for small business. It automates your pipeline, interacting with leads at the right time with the right message—that way, leads are nice and warm when your sales reps get them. Read Kommo Reviews
Starting Price: Starting Price: $15 User/Month/Billed Annually
Recent Review
"amoCRM instantly boost the small businesses with excellent features" - Aavishkar Vora
| Pros | Cons |
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The software also helps in the quick closure of lead. The software is highly robust and is available at an affordable cost. |
All the features of amoCRM very helpful and effective. Can focus more on promoting it to huge audience |
Emergents | 2023
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One Single Platform Omni-Digital
RingCentral Engage Digital is a Customer Experience Management platform that helps you to manage all digital customer service channels through a single, centralized platform. It provides Alerts / Escalation, Appointment Management, Appointment Management, Workflow Management, and Queue Management. Learn more about RingCentral Engage Digital
Starting Price: Available on Request
Contenders | 2023
Trustpilot is a globally renowned CX management software with more than 2,70,000 users. It offers features such as Dashboard, Response Management, Negative Feedback Management, Sentiment Analysis, Social Sharing, Campaign Management, and Review Notification / Request / Monitoring. Read Trustpilot Reviews
Starting Price: Available on Request
Recent Review
"TrustPilot works for us" - Aimee Valle
| Pros | Cons |
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TrustPilot is a well-trusted name in the industry. |
It would be nice to collect an email address or other info from reviewers so we can look u their account and solve the issues. |
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Trustpilot score on Google search lends credibility, gives us feedback from customers, easy to use, support is responsive and accommodating. |
Reporting invalid reviews is hard sometimes, options for reporting are limited. reviewers can hide behind anonymous submissions |
Contenders | 2023
AskNicely is one of the best customer experience management software that enables you to automatically collect feedback from customers via multiple channels. It offers Custom Survey URLs, Data Analysis Tools, Email Marketing, and Question Branching. Read AskNicely Reviews
Starting Price: Starting Price: $199 Per Month
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Contenders | 2023
Zendesk is a cloud-based customer experience software used by over 2,00,00 organizations worldwide. They are the pioneer in this field. It provides 360-degree analytics about the full customer experience your customers have with your company. It helps you serve your customers in the best possible manner thus making your customers happy. Happy customers result in increased loyalty thus increased sales. Read Zendesk Reviews
Starting Price: Starting Price: $5 Agent/ Month
Recent Review
"Zendesk review" - Lokendra
| Pros | Cons |
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It's fast than other. Low latency |
Creating view option should be enhanced |
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The best thing about Zendesk is that being a cloud platform, its implementation and customization was very fast. It also offers us the possibility of receiving incidents from our clients from a web page or from an email. |
The knowledge base that can be built with the history of the incidents is not the most optimal, I think that at this point there is an opportunity for significant improvement. |
TeamSupport help desk software is a powerful, yet easy-to-use, cloud-based solution that helps B2B companies get their focus back on the customer by enhancing collaboration and breaking down internal barriers. Learn more about TeamSupport
Starting Price: Starting Price: $65 Agent/Month/Billed Annually
Moxo is a fully featured Customer Experience Management Software designed to serve SMEs, Startup, Agencies, Enterprises. Moxo provides end-to-end solutions designed for Web App. This Customer Experience Management offers Dashboard, Communication Management, Content Management, Knowledge Management, Reporting and Analytics, and Proposal Management at one place. Learn more about Moxo
Starting Price: Available on Request
Category Champions | 2023
Our team is dedicated to developing simple & efficient software that will ease the daily routine for small & med sized companies. Our aim is to provide simplest and most efficient CRM. Read Simply CRM Reviews
Starting Price: Starting Price: $25 Per Month
Recent Review
"Has the good 3rd party integrations. Great value. Great support" - Abel Sorensen
| Pros | Cons |
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I tried Zoho, HubSpot, Insightly and Pipedrive! I found the CRM was trying to control my way of working, instead of the against. Simply lives up to the name. Contact segmentation is straightforward and leveraged by the integrations. Tech support is super good. Definitely the best I have to work with |
Not a lot. Other users would like a phone app, but Google contacts, events, calendar and email are solid and reliable. |
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The best case scenario is gathering great leads and connections through targeted response and timely actions. |
Not a lot. Other users would like a phone app, but Google contacts, events, calendar and email are solid and reliable. |
Salesforce makes it easy for small businesses and startups build stronger client relationships with an all-in-one sales and support solution that is easy to use, setup, and maintain - Best client management software with standard cost. Read Salesforce Reviews
Starting Price: Starting Price: $25 User/Month
Recent Review
"Best CRM Management Tool For Enterprises" - Sabish Chaurasia
| Pros | Cons |
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The Salesforce CRM solution is available only for software-as-a-service (SaaS) deployment. In addition, this Salesforce app provides a technology stack that covers database and security as well as workflow and user interfaces. |
Nothing as such. It is just a very helpful and productive tool for us |
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We can easily track project status, customer interaction status. We can produce customizable reports and dashboards. |
Sometimes it gives error and poor customer service experience. |
Recent Review
Until 31st Mar 2023
What is Customer Experience Management?
Whatever your business does – be it selling products or services – the customer is always the king and they always deserve to be treated that way. Most of the businesses that do not have many returning customers often are not the ones with bad products or services. For customers, they must get the right kind of support and experience working with the business.
The customer’s satisfaction is all that matters. There can be so many ways of being in touch with the customer – like texting, call, social media platform, emails. But the whole idea of being there for the customer is all that matters.
In a way, they become indirect marketers for your business. Any customer who has had a great experience working with your business is going to go out and refer to others too. In modern times, we also call it a good review online.
That is what an ideal customer experience management software does. It understands your customer needs, collects data, understands from previous learnings, and tries to improvise on what can be bettered in the future.
A customer experience management platform provides an environment wherein the business can directly interact with the customers and get essential information regarding what their customer is expecting.
Gathering this data from various points, analyzing them, and coming up with a business model that ensures your customer is getting the best from your business is the basic idea behind a customer experience management system.
A customer may not be aware of your new ventures too. However, loyalty is one of the key human traits which acts as a great tool in this. If the customer is impressed with the way you are dealing with suggestions and feedbacks and working on them and giving back to the customers a new tool or a service, the customer would never choose another business over yours.
What is Customer Experience Management Software?
CEM Platform brings together the key ingredients for the success of an efficient customer experience management system like technology, strategy, ideas and resources on how to improve business standards and what is the next best thing for implementation. The software will collect raw data and information from all your customers and will enable you to decide on what works best and what are most of the customers’ demands.
Customer feedback system plays a big role in this and it gives a better idea regarding the pain points of dealing with your customer. The same stands for generic surveys. Both are easier and standard ways of collecting information. When you collect all this data and put them into the CXM software, you will be able to see similar-looking patterns, gauge the errors in the working, and gain an overall perspective on the customer experience.
Customer Experience Management Software stores all the information. You will find incredible results with a customer retention system, recommendations pouring in, and better sales. The CX Management software combines the organizations' process and customer feedback software to give you an idea regarding the customer experience. The Customer Experience Management Software helps you to understand the customer journey through your business and lets you gain some perspective regarding the total process and what needs to be changed and where.
Businesses have benefited from the Customer Experience Management Software because they are getting information in real-time which helps customer experience strategize better for the future.
Why Customer Experience Management System is Important in Business?
The customer experience management software stands as a bridging gap between the business and the customers. It is one of the major driving forces for the business to thrive in the market. Let us face it there are many competitors in the market and still, more shall be added as trends progress. If the business does not diversify or try to expand the usual verticals, then there are chances that it will be at the same place that it started.
Businesses generally, build and progress. And a lot of it is based on how well they respond to the problems of customers. Even a small suggestion from a customer can be an eyeopener and open a field of opportunities that may never have presented themselves. It is essential that you keep an eye and an ear out for new opportunities. And inspiration can come from anywhere.
Why is it important to have a Customer Experience Management System? What makes it better?
It might be considered one of the most ideal features and may not sound realistic to many in the field. But you just cannot ignore and wish away the fact that as businesses are moving forward, customer-empathy is becoming the key to managing the work:
- It helps to manage work by experiences shared by different customers. You get multiple perspectives to the same idea
- You can easily improve revenue with an increase in sales because of the word of mouth of existing customers. Not to mention it opens avenues for new customers
- Customer engagement software regularly stays in touch with frequent customers and works on their interactions with the business
- Reduction in customer churn can be done by a reduction in prices
Customer Experience Management software takes care of all these factors and ensures that the business is not running randomly. But more so, it is a focussed approach with the right goals. Businesses can define goals based on the information that customer experience management solutions provide. The Customer Experience Management software is considered to be eye-opener.
What are the Key Benefits of Monitoring and Managing Customer Experience?
Having complete customer experience management software has its benefits. We are talking about major business goals. Often, there are times when businesses begin with the intent of just starting. However, as they progress towards better opportunities is when they realize that a little push in the right direction can make a huge difference.
That is where customer experience management software companies bring out CX management software that helps guide businesses to take the correct decision. Any idea or a strategy or for that matter data is useless until there is some concrete application until any process is done on them.
Let us go through some of the key benefits of using customer experience management software:
- Reducing Customer Churn: Always remember that your business is not the only big fish in the pond. And other businesses are waiting to take your customers. The best thing would be to get the best customer experience management software that keeps pulling up data that you can use for the benefit of the business. This will make sure your customers are aware that their opinions matter and they will not go outside. More often than not, it is the service and customer’s unfortunate experience that makes it difficult for them to stick to one business.
- Customer Satisfaction is all that matters: Customer experience management software put their entire effort into knowing that their customers are on the top. Even if you take the best customer experience management software in the market, you will find that the software has features of categorizing business and its customers and what are the expectations based on a customer profile. The genuine customers are the ones who are giving feedback so that the scope of improvement opens up and business can be taken in the right direction.
- Customer engagement increases: When the business is online you can find out how many customers are repeatedly coming back to your business. A CX management software knows and keeps a track of all plans gone in the right direction. When you see that you have been actively working on some of the common demands customers have made, you will find that the numbers steeply climb. The Customer experience management software will show that the annual reports are looking good indeed. If the existing customers remain engaged with the business, they will suggest to more customers and that is how the chain of events takes place.
- Loyalty is the new Brand Ambassador: Even in the world of technological advancement and markets being flooded with the best customer experience management solutions, nothing works better than word of mouth. Loyalty goes a long way and online reviews and positive words regarding your business do the trick. The Customer experience management software will give numbers regarding the number of positive feedbacks and also the number of new customers who have taken services from the business. You will be able to track the complete progress of the business and how many more loyal customers you are earning.
- Distinct Customer Experience: Every customer is going to have a different experience with your business. And each customer experience counts. Now, some might have an issue with the price and some with the quality. Some customers might have something to offer regarding the quantity. For any customer experience management solutions, each of these distinct customer experiences must be noted and saved. These come in handy in the future. The best customer experience software often categorizes the feedbacks and works on them. Based upon the number of increments in the categories demanding changes, the business can further strategize and think of expanding. Customer experience management software opens the eye to a world of possibilities because you can see the data in front of you in tabular and report formats.
Features of Customer Experience Management Software
Just like every management system in the world, certain important aspects define the characteristics of best customer experience management software. These are what you should be looking out for in case you are planning to get one for your business.
- Customer Management: The most important part of any customer experience management solution is customer management. This is where the accounts and information regarding customers are kept. The Customer experience management software is all about keeping the customers safe in the database
- Ticket Management: If the customer has raised a complaint then the customer experience management software should automatically generate a ticket in the system based on which complaint redressal can be done.
- Product and Inventory Management: This is one of the most important parts of any management system. If it’s a product-based or service-based industry, it needs to have an inventory management system where details regarding products as well as internal purchasing are tracked. Inventory management system is an integral part of customer experience management software.
- Teamwork and collaboration: Within teams and across teams all members must collaborate. The customer experience management software is made in such a way so that work, assignments, calendars, etc. can be shared and cohesively work can be done.
- Third-Party Integrations: The CXM system will allow you to integrate with third-party tools like other CRM systems, payroll systems, etc. you don’t have to maintain a separate system for gathering all information. Everything is available in one place.
- Security & Customer support: Ensure that your customer experience management system has service round the clock. If there are situations of data leak or modules not working properly, you might need immediate fixes. Remember, you are storing your business data as well as your customers’ information in the system.
Latest Trends in Business of Customer Experience Management Software
Customer experience management is going to reach new levels in the future. There are chances that we are going to look for better functionalities from the system. Let us see the latest trends in that:
- Artificial Intelligence tool will take over the Customer experience space and add value to it
- Voice commerce is the next big thing. It gives a realistic experience to customers
- There will be an increase in emphasis on employees’ experience too
- Bots will be added to assist the business and the customer
- The predictive analysis tool will be easier as the data will be shared by the bots
- Intensive security measures will be taken for data safety
- Staff training no longer is needed in person. They will be easily done from online portals and collaboration tools.