20 Best Customer Experience Management Tools in 2024

Whether or not a consumer will stick to your service in the long term is greatly influenced by first impression. The term “customer experience” refers to a wide variety of aspects, including but not limited to customer service encounters, customization, and the optimization of the user’s journey. In order to increase profits while giving customers the very best service, businesses need to devise customer experience management strategies and plans.

While developing a proactive, customer-centric mindset is essential, there is also a wealth of customer experience software available to help you with tasks such as listening to and responding to customer feedback, assisting customers when they get stuck, streamlining the onboarding process, and establishing an emotional connection with your clientele. When faced with a wide array of customer experience management tools, however, it might be difficult to know where to begin your search. To assist you in narrowing down your choices, we have produced this list of the best customer experience management tools based on their capabilities and features.

The last few years have significantly changed consumer behavior. Digitalization was in its infancy in 2017, with just 16% of customers communicating with businesses through texting or bots. The COVID-19 pandemic was a watershed moment. Even though digital channels are widely used today, many customer experience (CX) teams have struggled to keep up with increased transaction volumes and complexity brought on by the shift.

For instance, 93% of CX experts report continuing the use of survey-based measuring methods to learn about client tastes and preferences and to boost satisfaction. While surveys of existing customers are still helpful in gathering data, they are not sufficient for creating and delivering novel and improved experiences. They only provide information on a small group of clients and lack the analytical strength and speed necessary for making quick decisions. They lack the specificity necessary to serve as the foundation for investment and strategic decision-making, and they are too broad to uncover the true reasons for customers’ sentiments.

However, the next few months and years may prove to be a productive year for CX campaigns, with business leaders expediting strategies to meet customer demands. Eighty-three percent of businesses say they are concentrating on expansion as a response to the present economic climate. Given the contradictory signals coming from the economy, such as increasing interest rates and declining economic growth, this comes as a bit of a surprise. More than two years into coping with pandemic uncertainty, corporate executives realize they must prioritize growth if they want to remain competitive. And 48% say that customer experience is key to scalability and efficiency across various processes.

Best Customer Experience Management Tools

1. Zendesk

You can provide a one-of-a-kind experience to your customers with the guidance of the Zendesk team because of its extensive knowledge of customer care and in-depth understanding of the product. The vendor provides comprehensive support, from planning and execution to ongoing maintenance, to help you maximize the benefits of its technology. Due to its very adaptable plan structure, it’s a good fit for companies of all sizes. It has upgradable components, including customer service and support, live chat, a call center solution, and a knowledge base.

Zendesk

Try out Zendesk with their free trial

VISIT WEBSITE FREE TRIAL

The primary goal of Zendesk’s CEM (customer experience management) solution is to improve two-way communication between businesses and their customers. This platform, powered by Zendesk’s effective customer care, leads to deeper, more meaningful connections between businesses and their clientele. Zendesk’s CEM contributes the expertise of acting as an extension of your team, guaranteeing that its solutions will have a major impact on your operations. With their help, you can provide your customers with a completely stress-free experience.

2. Alchemer

In order to help organizations gather and analyze customer feedback more effectively, Alchemer provides a versatile survey and Voice of the Customer (VoC) platform. It offers consolidated safeguards to secure the business and its data when used for all survey requirements. In order to protect the organization and its users, Mozilla performs this for all of its surveys and can centrally erase any PII (personally identifying information).

The Alchemer Customer Experience for Sales is another pre-configured solution that will help out marketing and sales departments. Using this solution’s preset feedback assessments, you can gather data from consumers in a way that is both GDPR- and CCPA-compliant. Accessible via a Sales Portal, standard customer-centric procedures are likewise consolidated in one place. By doing this, you can be confident that any information gathered during discovery calls will remain with the client record through any transitions or renewals.

3. Qualtrics CX

In order to better understand and address customer needs, businesses can use Qualtrics Customer Experience, a feedback management tool. It has its own iQ predictive intelligence engine, which automatically gathers in-depth data and forecasts, the most important drivers of the customer experience strategy. It’s a smart strategy for boosting repeat business and retaining new customers. Companies can readily integrate customer feedback into their strategies if they streamline the ways by which they track, react to, and improve each critical part of the customer experience. It also allows for immediate feedback on customer satisfaction and expectations.

The vendor’s specialists based their program design on data from the target industry that has been shown to increase profits. In doing so, the platform can compile resources such as industry-specific dashboards, pre-loaded projects, and processes and action plans backed by technology. The system also streamlines the process of managing responses from your intended audience. This provides a complete picture of the respondents and ensures a steadily growing connection with them, allowing for more insight generation, higher response rates, greater research productivity, and a more favorable brand image.

4. Verified Reviews

Verified Reviews is an effective third-party review service that allows users to market their companies by using verified user reviews of their products and services to create persuasive social proof. It has been shown to be an effective method for a variety of organizations to boost their profile, strengthen their relationship with their customers, and increase the number of leads they convert. In addition to collecting evaluations, Verified Reviews can also measure and analyze post-purchase consumer satisfaction. This strengthens the connection between the company and the customer. It aids in developing a favorable online identity, which improves the standing of your company and its products. The program also facilitates communication between your marketing and management departments.

The program also assists in boosting SEO for businesses via the use of rich snippets. This guarantees that every major search engine will index any rich snippets a company uses. It also ensures that the best material on a website is easy to find. When combined with Google Shopping advertisements and campaigns, the system’s usage of PLA guarantees increased brand awareness for companies by increasing the number of people who see their items and services.

5. NICE inContact CXone

The NICE inContact System CXone is the industry standard for contact center software, and it helps organizations improve the experiences of both customers and employees. They provide a suite of applications that allows you to control things like omnichannel routing, analytics-based workforce optimization, automation, and AI-powered software from a single dashboard. It gives call centers access to dependable, reasonably priced software that can be scaled to meet future demands. A carrier-grade connection and guaranteed call quality are features of the company’s national phone and internet network, which is accessible in more than 150 countries.

NICE inContact CXone

Try out NICE inContact CXone with their free trial

You can see every single contact with a consumer, which can help you learn what makes people happy or unhappy. Interaction Analytics Pro, powered by AI, allows for a deeper dive into interaction analysis, enabling you to proactively identify customer concerns and detect non-compliant behavior. On the operational side of things, you can benefit from real-time or historical data by gaining actionable information on critical business KPIs. The dashboard allows users to generate bespoke reports in addition to accessing more than 90 pre-made reports. Because of this, it is simple to provide detailed feedback on how an agent is doing.

6. Tremendous

Tremendous is a user-friendly, cost-free web-based platform that facilitates the creation of versatile and significant rewards and incentives schemes. It is a free service that allows its users to run campaigns, keep tabs on incentive spending, and more. Meanwhile, customers value the independence to choose for themselves how and when the reward will be disbursed. Once an account is funded on Tremendous, users can select rewards from the platform’s large inventory, including prepaid cards, gift cards, and cash.

Using the Tremendous control panel, running an incentive program is a breeze. The dashboard allows you to place bulk incentive orders and monitor their progress until they are delivered. In addition, you’ll have the flexibility to tailor your templates to suit the many incentives on offer. It provides a number of reward distribution examples that users can utilize as starting points for their own designs. Company branding can be incorporated into both the redemption email and landing page via the use of pre-made templates. Users can enhance their redemption experience with multimedia content like videos and pop-up graphics.

7. LiaCX

A premier customer experience management system, LiaCX is powered by Intouch Insight and used by Fortune 500 companies to increase revenue, develop brand loyalty, and provide a better customer experience. The platform is developed with cutting-edge software that can manage massive amounts of data and is tailored for mobile use. The program quickly connects data from other systems like Salesforce, Oracle, and SAP and gathers and aggregates data in real-time from sources, including surveys, checkpoints, quality audits, social media, and contact centers.

Its case management technologies also allow you to salvage dissatisfied consumers. Put Action Campaign technology to work for you to proactively enhance the customer experience across all of your locations and track the results of your efforts in terms of key business KPIs in real-time. Customer Satisfaction (CSAT) surveys can be delivered both online and in-store to get feedback from consumers at various points of contact. You can send out surveys by email, SMS, barcode, or QR code scanning, and even custom URLs while you’re offline.

8. SoGoCX

SoGoCX is a customer experience management tool that aims to increase customer value, decrease churn, and boost customer loyalty by mining information about individual clients. In order to do this, the platform creates a road map of the whole customer experience, including the phases of planning, listening, analyzing, and acting on the data. It can distinguish between irrelevant and important consumer data as it gathers information about the customer journey from multiple touchpoints.

One of the most important customer satisfaction measures, Net Promoter Score, can be improved with the software’s help. This is achieved by classifying your clientele into distinct buckets according to their level of loyalty and involvement. In addition to gathering customer experience information, the app’s Key Driver Analysis Reporting feature makes it easy to see where you’re succeeding and where you’re falling short, so you can pinpoint problem areas in your company and churning clients. Rapid increases in customer satisfaction are possible, thanks to the automation of outreach and response to customers.

9. Smartlook

In order to increase the effectiveness of websites and mobile apps, Smartlook provides qualitative data to help improve conversion rates. Unique capabilities, such as the ability to record user sessions and keep track of events, allow you to comprehensively understand your visitors’ actions. By gaining this knowledge, you can better comprehend how clients use your website and mobile app. Adding Smartlook to your site does not need any finicky configuration steps, and it begins working immediately.

Because of the software’s extensive connection with hundreds of third-party business applications and services, you have access to a completely extendable platform. It also contains a software development kit (SDK) for both Android and iOS, allowing you to record your own native mobile applications and a developer API with a number of capabilities to improve your online recording. In addition to the standard methods of communication (phone, email, tickets, and live chat), customers have access to a wealth of additional resources (such as instructional videos, documentation, and technical details) inside a comprehensive knowledge base.

10. Yotpo

Yotpo is one of the best content marketing programs available today, and it’s especially useful to online retailers. It includes several pre-built features that our experts recommend to everyone who is interested in using the platform. Marketers can collect, curate, manage, and react to a wide variety of user-generated content using just their corporate technology and integrated solutions. It uses content to boost brand recognition and revenue at every stage of the buyer’s journey. The ease of use and administration is a result of the application’s technologies, integrations, and collaborations with Facebook, Google, and Shopify.

Positive customer ratings can be turned into actual purchases with the aid of Yotpo. You can encourage customers to provide reviews by hosting a Q&A session, sending them an email or SMS asking for feedback, installing Yotpo widgets on your website, or offering them discounts and other incentives for doing so. A review area on the homepage, star ratings shown alongside items, and upselling products at checkout are all examples of how customer content can be presented in a purposeful manner to increase sales. Using data-driven technologies, Yotpo reviews make it simple for customers to provide feedback after making a purchase. You can examine reports detailing the effectiveness of user-generated content to see which data-gathering strategies provide the greatest financial results.

11. Podium

Podium is an online review platform built to help businesses supercharge their in-person communication. The reputation management platform prioritizes the usage of standard channels for interacting with customers. You’ll have full control over all communications and access to top-tier commercial tools to boost your interactions as a result. To put it another way, it raises awareness of your company and encourages consumers to make purchases, both of which boost revenue. This program facilitates the fast and accurate collection of user feedback from a wide variety of web sources.

Customers can quickly locate your business on the web, thanks to this platform. Google, Facebook, and other search engines can all be used to promote your company. What kind of clientele you attract depends on how you represent yourself here. In addition, having everything in one convenient location allows you to streamline processes like sending out review requests and monitoring your online reputation across numerous platforms so that you can devote more time to excelling in your area of expertise. Moreover, by simply inviting satisfied consumers to leave a review through text message, you may rapidly increase the number of positive mentions of your business on the most important review sites.

12. Contactually

In business, connections are the key to success, and Contactually is the technology that helps make those connections productive. It’s a web-based CRM system with an intuitive interface that helps businesses monitor and control their customers’ interactions. The program is designed for small and medium-sized businesses that need to stay in touch with their primary contractors, collaborators, and suppliers, as well as freelancers who require a dependable method of communicating with all of their clients.

The platform’s primary goal is to offer sophisticated communication management capabilities that save users time and effort often spent on mundane and inefficient communication activities. With Contactually, you can import your contact list, arrange it into custom “buckets,” and then utilize that information to automate tasks like sending mass emails. In this stage, you can make use of a wealth of nurturing materials and the guidance of an expert who will send out emails that are both tailored to the recipient and timely in their delivery. The procedure can be further streamlined by using the bulk messaging option.

13. Hotjar

The goal of the Hotjar analysis and feedback platform is to assist you in getting a deeper understanding of your consumers. If you want to boost your website’s speed and conversion rates, you’ll need to have full insights into how to improve the user experience. You can get real-time user feedback, see how visitors navigate your site and make informed decisions about what to modify. These tools let you better understand your consumers’ online habits and respond to their feedback.

In addition, Hotjar does more than just highlight high-activity regions of your website. You can test out which pages and processes are causing customers to abandon your funnel. This is vital if you want to enhance and optimize the performance of your conversion channels. Additionally, Hotjar can pinpoint any problematic fields in your web form. You can improve your form’s completion rates by identifying the areas where visitors spend too much time, leaving fields blank, or even giving up on the form altogether.

14. Appcues

With the aid of Appcues, businesses can create a streamlined, individualized approach to onboarding new users. Users don’t need coding knowledge to greet consumers with in-app messaging, product tours, and walkthroughs. Making a custom product tour gives your business an edge over the competition. Audiences can be targeted using language, name, and customer engagement stages as triggers and segments. In a similar vein, you can alter the appearance of elements like tooltips, modals, and hotspots, as well as their timing and positioning.

Customers are more open to what you have to say if they have a positive onboarding experience. Without having to worry about how to code, you can concentrate on what really matters: creating an effective copy for your product. To help clients rapidly understand the value and find the features that are important to their business, Appcues creates the groundwork, and you supply the critical messaging and product highlights. You could choose the most effective onboarding procedure by doing A/B tests to evaluate the various options. Appcues also have flow statistics, which can be used to evaluate how successful your onboarding process is.

15. InMoment

Promotions, product design, customer support, and overall marketing strategy can all benefit from InMoment‘s support in making data-driven choices about your ideal customers. The cloud-based CX management software analyzes customer feedback and helps businesses make better strategic choices and foster stronger relationships with their clientele. In addition, these stories are disseminated to stakeholders both within and outside the company in an effort to raise awareness and encourage participation.

Executives and the businesses they lead can benefit from the system’s unique blend of in-depth data, cutting-edge tech, and human skills in understanding the significance of customer satisfaction and staff engagement. High-impact, emotional moments that allow you to engage with and expand your relationship with your most valuable consumers are easy to see. The software encourages a company-wide culture of continuous improvement by training workers to spot and respond to critical client moments. As businesses, individual habits, or the requirements of the environment change, you can regularly assess your projects and make the necessary modifications.

16. WalkMe

A cloud-based enterprise-grade advice and engagement technology, WalkMe streamlines the whole online user journey. The system does this by using various aids, such as floating help bubbles, status bars, and call-to-action buttons, to guide users through each and every stage of a procedure until it is finished. Whether consumers are interacting with a website or a piece of software, it helps their experience become more natural, efficient, interesting and focused. With the help of the no-code digital adoption platform, businesses can quickly act on data in order to streamline user experiences across all enterprise apps.

The simpler, individualized, and automated user journeys made possible by the platform are what really push users in the direction of your business’s success. You have the ability to enhance adoption, customer happiness, and accuracy across any process or system on the web, desktop, and mobile. In any program or procedure, you can easily link people to workflows. This facilitates the simplification of software used by the provision of proactive leading users to success through on-screen assistance, tooltips, and resources.

17. Salesforce Community Cloud

With Salesforce Community Cloud, businesses can build personalized social networks that bring together customers, workers, and partners. It equips them with the documentation and information they need to carry out their duties effectively. Key business processes can be streamlined and extended across departments and offices to allow all stakeholders to collaborate in real-time, providing better customer service and closing agreements more quickly.

The system’s intuitive interface acts as a dynamic representation of your company’s brand. The online community experience can be tailored to your business with this feature. Customers, employees, and partners can all get the same comprehensive view of the company’s data, thanks to the system’s ability to integrate with information from any other source. Connecting groups, content, and specialists can increase community involvement; therefore, it’s important to provide automated suggestions based on the user’s needs, habits, and interests. You can access the community from anywhere to facilitate branded, device-responsive collaboration with the Salesforce mobile app or a mobile browser.

18. xSellco Feedback

One of the components that make up the xSellco sales productivity package is called xSellco Feedback. This makes it easy for you to collect reviews from happy customers. Integrating xSellco with popular platforms like Amazon, eBay, and Trustpilot via its open APIs allows you to immediately begin delivering automated feedback requests. Adding a second marketplace is also easy and doesn’t cost anything more.

The system will send out automated requests for feedback across all of your sales channels, specifically targeting Amazon and eBay as well as any others you choose. All you have to do is set the distribution schedule for the items and emails you want to distribute (or let xSellco do it automatically for you), and the system will handle the rest carefully and selectively. Emails sent from xSellco Feedback can be personalized with both plain text and HTML using the program’s in-built editor.

19. Intercom

Intercom is a platform for customer assistance that uses customer intelligence and behavioral targeting to help companies learn more about their clients and get more out of their interactions with them. The software provides information about your product’s users and the means to contact them directly. Intercom enables you to notify specific users with in-app notifications and behavior-based emails.

If you use text messages instead of forms to contact potential customers, you can start a conversation with your top leads right away. The program automates the qualification of leads, sending only qualified contacts to the appropriate sales representatives while maintaining synchronization with Salesforce. As a result, your sales team can immediately contact the most promising prospects and begin a live conversation to increase conversion rates. Track the arrival of new customers, the activity of current ones, and the departure of any customers who have left your service, and be alerted of any changes. Construct unique groups of users according to their characteristics or actions. Customers’ histories, whereabouts, social media accounts, and other data can all be viewed in one convenient place. Having real-time data on client activity will help you better understand your audience and develop more effective marketing strategies.

20. Retently

When it comes to gauging customer satisfaction, Retently‘s Net Promoter Score survey software is second to none. Since its debut, the platform has sent millions of surveys throughout the globe. A variety of powerful tools are included to facilitate tasks, including audience targeting, flexible survey design, and omnichannel data gathering. With so many options available, keeping clients won’t be an issue. You’ll be able to easily discover flaws in your present workflow and enhance offerings by analyzing customer feedback.

With Retently, you can choose from a number of pre-made survey templates that have been outfitted with the kinds of focused questions most likely to provide the information you need. These templates are extremely modifiable, allowing you to make changes to the style or content to better fit your company’s image. Of course, if you really want to, you can always create one from scratch. Furthermore, you may automate your campaigns by putting up a survey and telling the software when to distribute it to your intended respondents. To further fine-tune your automation campaign, you can define scenarios or designate certain occurrences as triggers.

Boosting Revenue With Customer Experience Management

If you want to get specific responses and insights from your consumers, you need to choose the correct customer experience management tool. It’s possible that the resources at your disposal won’t be sufficient to unearth every facet of your customers’ experiences, but a well-balanced set of resources certainly will. Fortunately, with the help of the appropriate customer experience tool stack, you can immediately identify issues with your CX initiatives and adjust your offerings to better meet the demands of your target audience.

Among the best customer experience management tools on our list, we recommend Zendesk. The customer experience (CX) management platform should be an integral part of your marketing tools as it significantly improves your relationship with customers. It provides you with opportunities to develop various client touchpoints, from community features to self-service customer portals. Additionally, it gathers all key information to provide you with a deep understanding of customer behavior. This results in data-driven campaigns that will surely result in success.

By Jenny Chang

Jenny Chang is a senior writer specializing in SaaS and B2B software solutions. Her decision to focus on these two industries was spurred by their explosive growth in the last decade, much of it she attributes to the emergence of disruptive technologies and the quick adoption by businesses that were quick to recognize their values to their organizations. She has covered all the major developments in SaaS and B2B software solutions, from the introduction of massive ERPs to small business platforms to help startups on their way to success.