20 Best Digital Customer Experience Management Software for 2024

Loyalty is created by each step of the experience that customers have with your brand. Customer experience management software covers not just the quality of the customer service, but also the ease of the sales cycle, pricing transparency, and marketing campaigns that deliver value. Today, as customers interact across platforms, using an online customer experience management tool has become crucial in cultivating and maintaining loyalty.

This guide lists the best digital customer experience management software used by the majority of businesses. The platforms included in this article provide unique features that can enhance your customer experience management strategy. Pricing as offered by the vendor is also included to aid you as you choose the best platform for your company.

Tailored experiences have become the default expectation of customers. Brands that have embraced this strategy have gained significant business improvement. Analyzing 107 million customer interactions, a recent study found that 80% of customers demand quicker responses from businesses, and 39% of them would rather use self-service options.

Among the investments for enhancing customer experience, 60% of companies also agree that the self-service channel is a top priority.

Digital conversational tools have enabled companies to exceed financial targets. For instance, AI has become an essential part of a winning CX strategy as huge amounts of data empower businesses to provide personalized experiences. Personalization has also been identified as the strongest pillar in driving customer loyalty, as agreed by 19 of 27 markets studied.

Providing a seamless digital customer experience is a must. A study of CX trends revealed that 58% of customers agree that too many delays in customer experience would drive them to complain about a brand on social media. The following digital customer experience management platforms can provide you with the tools that can address the gaps in your current CX strategy.

Best Digital Customer Experience Management Software

1. Zendesk

Zendesk is a suite of customer support tools that captures the full customer journey. It provides a seamless digital experience that keeps customers engaged with your brand. Zendesk lets you stay connected across channels anytime, and anywhere. It provides a complete and unified view of every customer interaction.

By providing customer context and AI capabilities, Zendesk is able to offer a smoother and smarter experience at any scale. It lets you build long-term relationships with customers by allowing them to talk to you from any channel. Zendesk easily integrates with Zoho CRM, Google Apps, FreshBooks, and MailChimp, among other business tools.

Price Range: Billed annually, the Suite Team starts at $49/agent/month.

Zendesk

Try out Zendesk with their free trial

VISIT WEBSITE FREE TRIAL

What is unique about Zendesk?

1. Conversational CRM. Make it easy and simple for your customers to get the support that they need. Stay connected and provide support anywhere over live chat, messaging, social, email, or voice.
2. Out-of-the-box tools. The unified agent workspace empowers agents to provide personalized support. Track, prioritize, and respond to customers using AI and bots.
3. Flexible platform. As your business grows, you can scale, extend, and optimize your customer experience management. Using code and no-code functionality, you can integrate all relevant customer data.

2. Alchemer

Alchemer is a customer feedback management and survey software that helps organizations in increasing engagement with customers, markets, and employees. It is a flexible Voice of the Customer (VoC) platform that facilitates the efficient collection and analysis of data for the purpose of enhancing customer experience. Alchemer helps companies build an online customer experience management campaign using customer feedback programs. It activates VoC solutions that automate the collection, workflow, management, and response to customer feedback.

Offering three tiers of survey capabilities, Alchemer includes tools that help businesses collect all the important information to manage how customers interact with your brand. The extensive survey capabilities use intelligent automation to gather feedback and monitor customer interactions. Alchemer easily connects with your favorite business tools including Slack, Salesforce, Tableau, and Microsoft Teams.

Price Range: The vendor provides pricing upon request.

What is unique about Alchemer?

1. Extensive survey capabilities. The Alchemer platform offers three tiers of survey capabilities, including pre-configured surveys and feedback collection tools. This helps teams collect all important information needed to effectively manage customer experiences.
2. Intelligent automation. Customer feedback is integrated with the Alchemer system. The preconfigure surveys and feedback collection tools ensure that customer experience is monitored and managed at all times.
3. Hyper-personalized CRM. Every facet of your customer relationship can be customized to the unique needs of your customers. This is possible as the survey is able to capture the sentiments of customers.

3. SoGoCX

SoGoCX is a customer experience management platform that uses intelligent CX that has an interactive and customizable dashboard. For every touchpoint, customer experiences are monitored by the platform. Throughout the customer journey, SoGoCX captures customer sentiment and employs powerful analytics to get real-time insights.

From a single interface, you can manage customer experiences and find all the information your customer reps need. As a tool for digital customer experience management, SoGoCX allows you to gather customer feedback from multiple channels and helps build customer loyalty. Integrations include Salesforce, Zapier, and Google Analytics.

Price Range: The vendor provides a quote based on your specific requirements.

What is unique about SoGoCX?

1. Intelligent platform. The customer experience management platform of SoGoCX drives loyalty by monitoring customer experiences. This enables companies to take action at once based on customer feedback.
2. Instant feedback notifications. Every time your customer sends feedback, your customer experience team gets notified. This mechanism facilitates a quick response to customer concerns, which contributes to an enhanced experience.
3. Powerful analytics. Gather real-time insights from the customer data collected by the platform. Manage your customer service from a single interface and keep a tab on all touchpoints.

4. Qualtrics CX

Qualtrics CX is a software for the management of customer experience that has a predictive intelligence engine. As a result, you can easily identify key drivers of customer experience and also take steps towards enhancing every touchpoint.

Through transactional and pulse surveys, Qualtrics CX helps companies gather information about customers. Aside from marketing automation, the software comes with a listening engine called Qualtrix Customer XM. This listening engine provides a holistic understanding of customer experiences. Qualtrics CX also has an open API, and readily connects with Salesforce, Slack, Marketo, Hubspot, and Zapier.

Price Range: You may contact the vendor to request pricing.

What is unique about Qualtrics CX?

1. Streamlined CX measurement. This platform measures customer experience through the use of surveys and Net Promoter Score (NPS). It delivers actionable data and streamlines your CX measurement processes.
2. Customer-centric platform. Qualtric Customer XM automatically sends notifications to the right teams that can address specific customer feedback. This contributes to the enhancement of customer relationships and also to building loyalty.
3. Drag-and-drop integrations. Put the customer at the center of your processes with Qualtrics CX. Automatically trigger actions in your CRM, ticketing systems, messaging apps, and more.

5. Verified Reviews

Verified Reviews is a third-party review platform that offers the most complete solution for collecting, moderating, and publishing authentic customer reviews. Through review management, customer experiences are monitored. From a single interface, it allows you to manage Google reviews, including reviews coming from other sources.

By collecting customer reviews, Verified Reviews helps companies identify what customers love about their brand. Aside from reviews, Verified Reviews also collect Google seller ratings and Bing and Yahoo ratings. It readily integrates with Google, Bing, Yahoo, and Zendesk.

Price Range: The standard plan costs $159/month and includes 400 review requests per month.

What is unique about Verified Reviews?

1. Instant response. You can directly reply to your customer reviews on the platform. This capability to respond extends the message to customers that feedback is important, which also builds trust and loyalty.
2. Retain customers. As you address every rating and review, you are able to re-engage and retain customers. It creates a relationship built on trust as the customers know that you are ready to listen anytime to their sentiments.
3. Solid platform partnerships. Verified Reviews has an official partnership with Google for website reviews, product reviews, and local reviews. These include features such as widget integration, rich snippet reviews, and reviews on the store locator.

6. NICE inContact CXone

NICE inContact CXone is the most complete cloud contact center solution that helps businesses enhance customer and employee experiences. CXone delivers frictionless experiences across the entire customer journey while orchestrating smarter customer interactions. Every customer journey is personalized and powered by AI across all channels.

Through highly personalized interactions, NICE inContact CXone solves customer issues. The automatic contact distribution (ACD) tool connects customers to the most qualified resource while the AI-powered call routing predicts the best match between customers and agents. NICE inContact CXone integrates with Salesforce, SAP, Oracle Service Cloud, Netsuite, and Zendesk, among other business tools.

Price Range: The vendor provides a quote upon assessment of your business requirements.

NICE inContact CXone

Try out NICE inContact CXone with their free trial

What is unique about NICE inContact CXone?

1. Simplified service delivery. The NICE robotic process automation facilitates faster resolution of customer issues. The AI-powered contact center solutions also help streamline processes and reduce costs,
2. Interact smarter. CXone manages all digital entry points through effective knowledge management across searches, websites, and more. Through smart self-service, customers are empowered to solve problems on their own.
3. Gain insights. The full visibility delivered by CXone gives the right information that pinpoints opportunities, identifies drivers, and makes the best decisions. Understand operational trends by understanding all interactions.

7. Tremendous

Tremendous is an online platform that manages customer experience by providing flexible and meaningful rewards and incentives. Considered one of the best digital customer experience management software today, the platform works by incentivizing customers at every stage of the marketing funnel. Tremendous builds relationships by engaging, rewarding, and delighting customers at every touchpoint.

Using prepaid cards, gift cards, donations to charity, and also through cash rewards, Tremendous lets companies fund their Tremendous account free of charge and use the platform to design customer experiences that grow relationships and keep customers engaged. Included in the Tremendous platform are tools that track overall spending. It easily connects with business apps such as Slack, Qualtrics, SurveyMonkey, and Typeform.

Price Range: The Tremendous platform is free to use. You only pay the face value of the cards.

What is unique about Tremendous?

1. Strong UX research. Tremendous partners with Google in conducting UX and accessibility research. This is to be able to provide a seamless experience to all types of users.
2. User-first design. The intuitive redemption flow of Tremendous provides an exceptional user experience that is sure to build customer loyalty. In addition, your brand is enhanced by the experience provided to users.
3. Global payouts. The platform automatically adapts to the location and currency of users and recipients. This means that you do not need to make adjustments as conversions are readily available within the system.

8. LiaCX

LiaCX is an all-in-one customer experience measurement solution that decodes customer feedback at every touchpoint and every stage of the journey. It uncovers customer insights, delivers seamless experiences, and drives continuous improvement through customer experience automation and cross-program reporting.

LiaCX lets you explore the sentiment behind data by understanding cause and effect across initiatives. Real-time customer experience intelligence employs tools to measure performance across all locations. LiaCX integrates with hundreds of third-party systems, including Slack, SurveyGizmo, Qualtrix, and SAP Analytics, among other business tools.

Price Range: Pricing for Qualtrix is provided by the vendor upon request.

What is unique about LiaCX?

1. Built for multi-location brands. LiaCX offers tools that can accommodate the needs of multi-location businesses. It enables them to measure the customer experience impact of decentralized businesses.
2. Scalable software. InTouch, the maker of LiaCX, offers products that live in an ecosystem that can scale with you as your business grows. This translates to a flexible platform that grows with your business.
3. Rich reporting capabilities. The LiaCX analytics offers rich reporting tools. You can easily analyze data with out-of-the-box options that can quickly help you get started.

9. Smartlook

Smartlook is a behavioral and analytics platform for web and mobile apps that provides qualitative insights as gathered from analyzing user behavior. It combines session recordings with event-based analytics to identify how users perform actions. By studying the recording of all funnel drop-offs, Smartlook helps companies identify the gaps in customer experience management.

Using heatmaps, Smartlook is able to visualize user engagement at a glance. By analyzing user paths, checking user actions, and watching user behavior, Smartlook is able to paint a picture of the customer journey and identify the strengths as well as the weak points of the overall user experience. It easily integrates with Slack, Android, iOS, and other business apps.

Price Range: The Startup plan is priced at $39/month. A free plan is also available for personal use.

What is unique about Smartlook?

1. Monitor user behavior. The session recording tool allows you to see how users click, tap, and scroll whenever they are using your website or mobile app. This provides a 360-degree view of customer behavior from which you can gain rich insights.
2. Visualize user engagement. The heatmap tool helps you identify what drives engagement, as well as the pain points that customers face while interacting with your brand. You will be able to identify and fix the customer journey drop-offs and close the loop for a complete experience.
3. Cross-platform analytics. Across all platforms, you can track the customer journey and compare data using a single interface or multi-platform funnels. Using this data, you can enhance your platform to provide higher levels of customer experience.

10. Yotpo

Yotpo is a suite of content marketing apps that manages digital customer experience by creating high-converting digital experiences. It offers connected marketing solutions that are designed to win customers. Yotpo includes a social curation feature that identifies the best user-generated content on Instagram.

Using unique mobile experiences, reviews, subscriptions, loyalty and referral programs, and visual marketing, Yotpo orchestrates a digital customer experience that aims to provide a high level of engagement. It integrates with your current tech stack, including Shopify, Google, Facebook, and Mailchimp.

Price Range: Yotpo offers per-module pricing. The entry-level pricing tier for visual marketing starts at $9/month, reviews are priced at $15/month, SMS marketing is $19/month, and loyalty and referrals start at $29/month.

What is unique about Yotpo?

1. Transforms user experience. The tools for customer engagement as offered by the Yotpo platform build solid customer loyalty by consistently providing out-of-the-ordinary experiences to customers.
2. Increases conversion. Unlike other conversion tools, Yotpo increases conversion by using its social curation feature. This tool collects the best user-generated content and directs users from social platforms to your product pages.
3. Rich analytics suite. This platform allows you to monitor and improve your conversion, content, and optimization processes. In a single dashboard, all conversion and engagement data are displayed.

11. Podium

Podium is a digital customer experience management platform that makes use of messaging, customer feedback, and online reviews as primary tools for keeping customers engaged. It lets you reach more customers through text. By reminding customers to leave reviews and view text, businesses are able to win local searches.

Podium keeps conversations alive by sending messages that reach the right customers. As a result, customers respond, which sustains ongoing conversations with brands. This platform provides full conversion history so you can properly analyze and manage customer data. It easily connects with business apps such as Salesforce, Calendly, Hubspot, JobNimbus, and QuickBooks.

Price Range: The Essentials Plan is priced at $289/month, which is good for up to three members and 1,000 contacts.

What is unique about Podium?

1. Send personalized messages. Send marketing campaigns based on the web pages visited by your customers. You can also include videos and other media in text-message marketing campaigns.
2. Advanced segmentation. Podium allows you to automate contact segmentation. This makes your campaigns more organized and helps you send targeted messages.
3. One-click automation. After receiving reviews, payments, and other triggers, the Podium platform can automatically perform follow-up actions.

12. Hotjar

Hotjar is a website heatmaps and behavior analytics tool that lets you visualize user behavior using heatmaps that represent where users click, move, and scroll on your site. It helps businesses effectively manage customer experience by identifying the specific context of various user behaviors.

The Hotjar platform does not only inform you of what users do on your site, but it also provides insights into the behavior of customers. By using survey tools and a real-time suggestion box, Hotjar helps you ask customers directly and get immediate feedback. Hotjar easily connects with Slack, Zapier, Google Analytics, and Hubspot, among other business tools.

Price Range: The Plus Plan for small teams starts at $32/month. Hotjar offers a free plan for 1,050 sessions/month.

What is unique about Hotjar?

1. Multi-device support. All Hotjar features support all your website versions. These include desktop, mobile, and tablet versions.
2. Smart visitor targeting. Using URL, device, and other user attributes, you can easily send targeted messages to visitors. When customers receive the exact campaigns at the right time, engagement is increased.
3. Unlimited team members. For all plans, Hotjar accommodates unlimited users. When there is no limit to the number of users, your teams can collaborate and invite other team members at no additional cost.

13. Appcues

Appcues is a customer experience software solution that lets you create stunning in-app experiences in minutes. It offers all the tools that you need to improve your product experience. Appcues lets you create and manage flows, track events, target experiences, and manage in-app behaviors.

Simplifying how users interact with your product is at the core of Appcues. This customer experience platform empowers non-technical team members through the drag-and-drop builder tool. Salesforce, Marketo, Hubspot, and Slack are among the business tools that readily connect with Appcues.

Price Range: For 2,500 monthly active users, the Essentials Plan starts at $249/month.

What is unique about Appcues?

1. Easy to use. Like many of the best digital customer experience software today, the no-code Appcues Builder does not require a developer to build an app. Your teams can get started right away and begin designing exceptional customer experiences.
2. No-code tracking. With just a few clicks you are ready to target segments and measure adoption. You can easily identify how users are engaging with your product.
3. Customizable templates. The WYSIWYG editor lets you easily design in-app experiences. You can also create your own reusable templates and add some custom CSS.

14. InMoment

InMoment is an employee and customer platform that combines decades of human expertise and cutting-edge technology to create customer experiences that are effective and at the same time profitable. By identifying the high-impact moments, InMoment is able to connect with and grow the most valued customers.

As environmental needs evolve, InMoment allows you to make adjustments to your programs and initiatives. The experience hub gathers information from across InMoment services so you can immediately act on customer experience data. You can easily connect InMoment with your tech stack, including Slack, Salesforce, Twilio, Zendesk, and Marketo.

Price Range: The vendor provides a quote upon request.

What is unique about InMoment?

1. Elevates business performance. The experience improvement (XI) tool focuses on improving and not just managing customer experiences. It conducts an analysis of customer experiences and suggests ways to improve CX.
2. Smart text analytics. Using unstructured feedback, InMoment extracts messages within the customer feedback. By employing AI, businesses can get insights into customer preferences.
3. Modern architecture. InMoment is capable of handling large-scale complex programs. From disparate data sources, InMoment can easily extract data and deliver insights so you can make data-driven decisions.

15. WalkMe

WalkMe is an enterprise-class guidance and engagement platform that simplifies user experience across all applications. The digital adoption platform (DAP) helps businesses leverage data across business applications and workflows. By simplifying the user experience, WalkMe is able to improve user adoption.

Among the tools offered by WalkMe are workflow analytics, management dashboards, AI-powered data entry diagnostics, and KPI management. It allows you to build and design data-driven experiences and leverage best practices with pre-built solutions. As a digital customer experience management solution, WalkMe easily integrates with business apps such as Salesforce, Google Analytics, Slack, and Zendesk.

Price Range: The vendor provides custom pricing upon assessment of your requirements.

What is unique about WalkMe?

1. Engagement analytics. You can monitor real-time user actions across underlying applications and content. Using dashboards and funnels you can easily analyze data and get crucial insights.
2. Digital experience analytics. Using the HTML elements on your website, you can capture user interactions. In this way, you can optimize customer journeys.
3. User journey visibility. The session stream tool provides real-time visibility of user journeys. This displays all events and user interactions as they occur.

16. Salesforce Community Cloud

Salesforce Community Cloud is an online community platform that provides collaboration tools for connecting customers, partners, and employees. It works by linking them directly to the apps, information, and experts they need. Salesforce Community Cloud helps companies streamline business processes so that all teams in the ecosystem can effectively provide service to customers.

Combining the real-time collaboration of Chatter with the ability to share any data, file, or record on any mobile device, Salesforce Community Cloud helps businesses build deeper relationships with customers. This platform integrates with various third-party systems in the Salesforce marketplace and AppExchange.

Price Range: The Self-Service Plan starts at $2/login or $5/member.

What is unique about Salesforce Community Cloud?

1. Digital experience management. For each user, you can create branded and personalized experiences. You can do this using CRM data for targeted workflows and content from any source.
2. Pre-loaded templates. The customer service and account portal templates are pre-loaded with layouts, components, and business processes. Easily create your portal or community and build digital experiences fast with these tools.
3. Empowers customers. You can provide your customers access to the same knowledge base that your agents use. You can also publish related articles so your customers feel empowered to solve issues on their own.

17. xSellco Feedback

xSellco Feedback, which is now part of eDesk, uses smart connected software to instantly convert every happy customer into a brand advocate. By soliciting reviews from happy customers through custom and personalized review requests, xSellco Feedback ensures that you get high-quality reviews that drive more revenue.

xSellco Feedback helps you boost your online reputation by multichannel feedback management. Using one xSellco account, you can manage all your sales channels. xSellco is the official developer partner of Amazon and eBay. It readily integrates with Trustpilot and xSellco Helpdesk.

Price Range: For eDesk feedback, the Professional Plan is priced at $119/month for 25,000 feedback requests per month.

What is unique about xSellco Feedback?

1. Automatically groups incoming tickets. This platform instantly sorts all incoming tickets by combining rich order data and query types. It lets your teams focus on more important work and gather crucial insights.
2. Shortens response times. Using ecommerce-focused smart tools and team workflows, you can easily solve recurring issues with one click. The customizable autoresponders and messages provide a timely response.
3. Immediate review request. eDesk Feedback brings all the different platform review systems together. Whether it is on Amazon, eBay, Trustpilot, or Google search, eDesk Feedback automatically sends requests for reviews.

18. Intercom

Intercom is a customer support platform that lets you open a direct channel between your business and your customers. You can embed this within your product, app, or website, so you can provide direct access to your customers. By increasing engagement, Intercom converts more customers and turns them into brand advocates.

Dubbed the engagement OS, the Intercom platform creates an ongoing dialog that enables companies to make the most of every engagement across the customer journey. It ensures that every conversation and interaction is more personal and that your business processes are unified around meeting customer needs. Slack, WhatsApp, Instagram, and Stripe are among the business tools that readily connect with Intercom.

Price Range: Billed annually, the Starter Plan is priced at $74/month.

What is unique about Intercom?

1. Engage customers at every step. Offers tools such as chat and email support, targeted and outbound email, and in-product messages. This and other tools support and engage customers at every step of their journey.
2. Lets you scale efficiently. Without the need for additional manpower, Intercom lets you scale by using a shared inbox and help center. Conversation routing bots and saved replies or macros also let you operate with optimal efficiency.
3. Gain insights. By connecting the tools that you already use and using the reporting dashboards, you can collect behavioral data. The conversation ratings and tags also help organize data.

19. Retently

Retently is a customer experience management platform covering NPS, CSAT, CES, surveys, customer feedback, and reviews. It allows you to set up both regular and transactional campaigns for specific customer segments. Retently lets you run independent survey campaigns per product, service, or customer audience.

Using an advanced survey template editor, Retently allows you to personalize your surveys. It has a multi-language feature and lets you highlight your brand on all templates. Customer feedback is managed using advanced collaboration, visualization, segmentation, and analysis. Offering API capabilities, Retently seamlessly connects with business tools such as Salesforce, Shopify, Zapier, Slack, and Hubspot.

Price Range: Paid yearly, the Basic Plan starts at $25/month.

What is unique about Retently?

1. Campaign automation. You can automatically import contacts from other services for your campaigns. Schedule surveys based on external events, or on a recurring schedule.
2. Advanced report. Identify trends by tracking and comparing score dynamics of different audience segments over time. You can also get access to NPS benchmarks for enhanced reporting and improved insights.
3. Export account CX metrics. Via API and integrations, you can export account CX metrics. This includes account-level NPS and CSAT scores.

20. CustomerSucessBox

CustomerSuccessBox is a B2B actionable customer success management platform for SaaS businesses that lets you onboard, grow, and retain customers. It integrates with your customer data to give you a 360-degree view of your customers. CustomerSuccessBox uses automatic onboarding messages and monitors product usage to determine engagement levels.

The customer success intelligence tool employs AI, ML, and big data to learn and identify what drives renewals and upsells. CustomerSuccessBox sends notifications whenever usage drops or if an account stops using a particular module. Office 365, Zendesk, Hubspot, Salesforce, and QuickBooks, are among the business tools that readily integrate with this platform.

Price Range: The vendor provides a quote upon request.

What is unique about CustomerSuccessBox?

1. Automated emails. Never miss a touchpoint again. This platform sends automated emails to initiate onboarding, inform customers of new features, and notify them of usage changes.
2. Engagement-focused. By providing an exceptional onboarding process and understanding the customer’s desired outcome, the platform allows companies to retain customers. Turning customers into advocates makes the business sustainable.
3. Minimize churn. You can thoroughly study your data and identify the reasons why customers are leaving, and at what point of the journey they are leaving. It allows you to maintain growth and retain customers.

Choosing the Best Digital CEM Software

Amazing customer experiences provide a powerful competitive advantage. Each digital customer experience management platform mentioned on this list ensures that customer interaction is monitored at every step of the journey. The tools provided by these software solutions allow you to build the foundations that you need to build a great customer experience.

Based on our review, Zendesk is the best digital customer experience management software. It offers out-of-the-box tools that help you track, prioritize, and respond to customer queries and concerns. Zendesk helps you orchestrate a seamless customer experience across all channels. You can check out its free trial to see if this platform fits your unique work processes.

Customers today look for authenticity, aside from empathy and speed. A digital customer experience management software should be able to make customers feel that they are valued. Establishing strong relationships relies on building customer-centric systems that will put their welfare first as the drivers of business success.

If you’re looking for more insights into customer experience and customer relationship management, check out our latest compilation of CRM software statistics.

By Nestor Gilbert

Nestor Gilbert is a senior B2B and SaaS analyst and a core contributor at FinancesOnline for over 5 years. With his experience in software development and extensive knowledge of SaaS management, he writes mostly about emerging B2B technologies and their impact on the current business landscape. However, he also provides in-depth reviews on a wide range of software solutions to help businesses find suitable options for them. Through his work, he aims to help companies develop a more tech-forward approach to their operations and overcome their SaaS-related challenges.