Customer experience management, basically, is the process of improving customer experience through the accurate interpretation of customer feedback and using them as a basis to improve customer experience. This is done by correlating such feedback with a business’ metrics and analyzing them as a single entity.
Resulting data from such analysis are then used as a basis to boost both customer engagement and strategies for experience planning. Customer experience is considered vital to brand strategy, the very reason why organizations have been focusing on this business management process. In a survey conducted by Forrester, it was found that 72% of organizations view customer experience improvement as their top area of priority.
The commoditization of products and organizations’ failure to sustain price differentiation have contributed to companies’ focus on the delivery of superior customer experience. Along with different automation and integration tools, certain principles aimed at boosting customer satisfaction, perception and commitment are now being implemented by companies.
This trend has paved the way for the development of customer experience management software. The continued evolution of technology marketing has led to the adoption of customer-based strategies that provide customer value. This digital customer experience, as it is now called, appeals more to the individual customer. Focus on individual consumers, in turn, necessitated the development of experiential marketing strategies to improve customer experience. This personalization of customer service has been proved to greatly improve customer experience.
The customer experience software was developed to boost experience whenever a customer interacts with a brand. This type of solution aids businesses in determining customer trends and issues through customer feedback. Data gleaned from this process are then used to formulate initiatives to improve business processes and products.
In this article, we take a look at the 15 best customer experience management software currently available in the market, focusing on their key features and how they benefit users.
Zendesk is a global leader in providing and developing advanced features for a smooth and hassle-free customer experience with proactive tools that allow agents to address customer needs, concerns, and problems fast. Its holistic take on the customer support process equips agents with the right tool to deal with multiple queries coming from different channels. Its design is geared towards building a strong sense of community and loyalty between businesses and their customers. Moreover, it is scalable and ideal for business of any size.
With Zendesk, superb customer experience starts with data. From the moment a customer sends a query from any platform — via email, chat, or social media message — rich customer information is collected. Agents are provided with this information and personalized replies are attuned to the customer’s profession, location, and interests, for instance. Zendesk also ensures that no customers are put on hold and made to wait; you have at your disposal automated live chats, agent collaboration, offline forms, and multiple ticketing. The latter allows agents to handle and solve more than one ticket at the same time while collaborating with other agents and departments.
A free trial that lets you try out all the key features of Zendesk is also available. You can easily sign up for Zendesk free trial here.
A proof that Zendesk means business when it comes to delivering good customer experience is its screencasting tool. Frustrations often arise between customers and agents when customers can’t articulate their problem and agents are left confused. This concern will no longer be an issue with Zendesk’s screencasting tool that allows users to video capture their desktop to show errors so that agents can clearly identify what and where the problem is. In addition, agents can also share files and images to customers. Transparency is promoted every step of the way because customers get to rate their experience right after every connection. Data on how agents proceed and their rate of effectivity and productivity is also provided.
Zendesk integrates with multiple platforms and third-party apps like Facebook, Twitter, Freshbooks, Shopify, Drupal, WordPress, and Shopify CRM. It is cost efficient for it bundles its service depending on the number of agents. You can purchase it for as low as $5 per agent/month.
Qualtrics is a powerful software that is capable of gathering online data such as customer loyalty, satisfaction market research, and employee evaluation, among others. These information can greatly help businesses in their efforts to enrich customer experience. The application can integrate with any CRM seamlessly through its open APIs. Information collected by the software can be used to measure the success of a company’s business strategies and use them to formulate sound business decisions.
The vendor offers a great free trial plan that let’s you see all key features in action first. You can easily sign up for Qualtrics free trial here.
With Qualtrics, users can keep track of productivity, sales increases and customer satisfaction. Equipped with its own native survey tool, the app can provide insights with which companies can go about performing quantitative statistics analysis of markets. Such surveys can easily distinguish potential customers, which is very useful for expanding one’s customer base.
These features can all be accessed from mobile devices as the solution depends on mobile optimization to make online surveys. In addition, Qualtrics features an employee appraisal capability, which provides valuable insights on staff engagement, while giving businesses the opportunity to come up with employee motivation programs. Using the software, businesses can view hierarchical roles, allowing them to measure employee roles. For customer support, the vendor provides a myriad of training materials and online support that is available 24/7.
LiaCX gives small, medium, and large-sized businesses a robust and intuitive customer experience solution designed for social listening and transforming data into actionable insights. It offers a comprehensive suite of solutions: IntouchSurvey for customer satisfaction measurement, IntouchCheck for mobile forms, IntouchShop for mystery shopping services, Intouch Audit for audit solutions and Intouch Capture for event data capture. Its social listening capability is competitive, unified, and powerfully integrated into other POS and sales tools. With it, you can implement surveys, manage and track social media and branding metrics, conduct operational audits, and equip your team with a seamless tool for correlating operational performance with customer experience.
The vendor offers a comprehensive free demo to get you up to speed with the features. You can sign up for LiaCX free demo here.
The solution also features powerful reporting modules to help you and your team elicit data that is smart and actionable. A reporting module comes with flexible dashboards that let you visualize the data the way you plan it. It also lets you have a full overview of customer journeys and pinpoint areas of success and improvement. You can facilitate sound business strategy through sentiment analysis, text analytics, and key driver analysis.
With LiaCX, you can also mobilize your teams to drive in value by taking actions that will have the best impact on your bottom line. It boasts of an automated case management module. This capability gives you a tool to instantly appease unsatisfied customers, incentivize frontline performers, and build lasting relationships with brand loyalists. An Action Campaign module, a patent-pending innovation, lets you derive and delegate a series of actions for your team to improve the bottom line.
Yotpo is a content marketing platform targeted at both online sellers and retailers. The application has a range of features which are bound to benefit any enterprise. The vendor offers a great free demo that will show you all the key aspects of the software.
What makes Yotpo a great customer management experience tool is that it enables users to create product reviews, which can be used to increase sales. Developed as a plug-and-play social review and e-commerce application, the software is accessible via mobile devices, giving customers a fresh look at the reviewing experience. This enables businesses to take on a credible look regardless of their size.
What sets the solution apart from its competitors is its ability to guide all aspects of a business to gaining increased customer traffic. It basically allows users to make buyers out of visitors. This is accomplished by keeping tabs on every customer that has ever visited a business’ database or inquired about a particular product or service. Aside from attracting customers, Yotpo is also equipped with customer retention tools to ensure that clients become repeat customers. This can also be achieved with the software’s capability to share social media content and distribute reviews across such platforms.
The application’s unique social curation feature identifies and captures user-generated content on social platform Instagram. To date, it is the only app that boosts conversion in this manner–using social media to gain new customers.
Yotpo is indeed a marvel when it comes to boosting customer experience. For companies who want to enrich customer experience, this solution may just be the one you are looking for.
Appcues is a cloud-based customer experience solution that allows businesses to simplify and personalize the process of onboarding. Despite the lack in onboarding skills, the software allows first-time users to come up with product introductions, walkthroughs and messages welcoming customers to the website.
The application’s ease of use is complemented by its easy set up with the use of a native point-and-click editor. Appcues is ideal for use by businesses of all sizes, but small businesses are seen to benefit the most from the software owing to its low pricing and scalability.
Basically, the platform seeks to boost customer engagement and loyalty by simplifying and addressing common onboarding problems. these include spammy product informations and boring walkthroughs, which really discourage customers from engaging in onboarding. With Appcues, customers become more receptive of marketing messages and product features, enabling them to quickly get an understanding of the potential benefits of buying a product. The solution’s capability to make personalized product tours lets businesses immediately connect to prospective buyers, with audiences targeted using language and name.
Users are given absolute control over product tours, allowing them to handle the customer experience the way they want. The application can also be customized in accordance with users’ branding strategies. To benchmark the efficacy of the onboarding process, developers have included flow analytics, giving users an idea of how they are doing.
Appcues is an intelligent choice for those who want to improve their onboarding processes. It is a customer experience management software worth checking out.
Cloud-based customer experience management software InMoment is designed to let businesses capture, manage and use data from a customer database. Such information can be used in making strategic decisions that lead to better customer relations. It can also foster employee engagement by building advocacy from customer information.
Types of customer data that the platform captures include feedback, comments and recommendation. Information such as these have been proven useful in coming up with informed decisions. However, such data in raw form must be further filtered, InMoment uses complex analytics to capture what is needed and provide users real time insights. Quality of information collected is ensured with the use of advanced listening technologies. Vital customer information are translated into best practices that result in improved customer relations. These technologies entail great benefits to both companies and customers.
InMoment’s Experience Hub allows organizations to share customer feedback all across the company, enabling decision makers to put their heads together in coming up with ways to improve customer experience. The system also features a tool that provides feedback and notifies staff of incoming data, allowing personnel to share stories of customer experience. The platform likewise enables frontline workers to identify root causes and quickly resolve consumer concerns, a very useful feature in terms of customer service.
InMoment can do these customer experience management wonders and more. It is definitely an application that organizations may have been wishing for.
Cloud-based WalkMe is an enterprise-grade guidance and customer engagement solution aimed at simplifying online user experience. It essentially walks users through every step of an online experience. This is accomplished through the use of tools such as pop-up balloons, call to action buttons and notification bars. Such process applies to online activities such as navigating a website or using a new software.
The platform also drives customers by focusing on new features, and making relevant recommendations. It is so user-friendly that it offers just about any kind of assistance that users need anytime, anywhere. The software is especially useful for first-time website visitors, with the solution providing a list of tasks so that users will know which processes should be prioritized. These checklists may also be used to introduce latest features and monitor user progress, among other things. WalkMe’s Shoutouts feature, meanwhile, draws visitors attention to vital messages, while promoting services, announcing changes or downtimes.
In addition to this, the platform has the ability to help users in any confusing situations. Launcher buttons enable users to access helpful resources or websites. It can likewise trigger an application or accomplish a survey. A feature called WalkMe Player keeps all apps in a single storage and can be accessed through a tab on the screen. Using the application, one can easily create, edit or manage all WalkMe apps. Finally, the software’s analytics enable businesses to measure user experience, facilitating a better understanding of their needs.
Intercom is a powerful software that is designed to target intelligence and behavior, which have been proven to be very useful in boosting customer experience management. This capability aids users in understanding and ultimately benefiting from consumer communication. Through this process, the solution provides companies with insights on customer profiles and allows them to send targeted messages and emails. These data can be viewed on a single platform, with details like location, contact and company names included in the entries.
The app also keeps a customer database that constantly gets updated. User feedback is likewise facilitated and event invites and similar messages can be sent to almost any device, features that can provide insights on how to enrich customer experience. Also, Intercom notifies users of client status updates, which can be viewed in real time. Customer support staff can also create custom segments using the platform. These data can be used in formulating targeted marketing campaigns. The performance of these campaigns can be appraised using the software’s real time metrics, keeping decision makers informed on how their campaigns are doing.
With functionalities such as these, Intercom truly contributes significantly to customer experience management.
An enterprise-grade customer experience management software, Totango enables companies to monitor the whole customer engagement process. The application works with customer relations management platforms by providing insights on customer engagement. These processes result in improved customer engagement and encourage customer loyalty.
Totango is specifically designed to cater to large businesses that sport multiple brands. For companies such as these, the software offers a simplified infrastructure that would ensure success across all products. However, the application’s cloud deployment and scalability also make it suitable for use by small and medium enterprises, which may utilize it to boost CRM or sales processes, leading to richer customer experience.
In lieu of personalized customer communication, Totango offers a clear view of customer relationship hierarchies across all channels. This way, businesses are able to monitor customer engagements and effectively address issues when needed. The software likewise speeds up processes such as customer segmentation and revenue forecasting. With this capability, users can create a predictable engagement workflow, which is very useful in perpetuating customer engagement levels. To increase income, Totango uses its ability to segregate customer portfolios based on revenue, allowing users to focus on more profitable client segments.
These, and a host of other features make Totango an attractive alternative to most customer experience software. Any business who seeks to boost profits by focusing on customer engagement should give it a try.
LiveEngage is a popular chat and messaging software that can be used to improve customer experience. As a provider with over 20 years of experience, the vendor has proved that mobile messaging can effectively cut customer care spending by 48%.
The application was developed to establish meaningful customer connections through the use of digital messaging, allowing users to message customers through their preferred channels. Engagement can be customized and set up virtually anywhere, with consumers being able contact businesses with ease or continue a conversation if need be.
Being a mobile and web messaging app, LiveEngage can help businesses stay connected anytime, anywhere, while being able to notify customers of the time they will get a response. Urgent concerns can be prioritized as some consumers may mark their inquiries as urgent. The vendor made the software even better by adding security features so that the risk of conversations being accessed by unauthorized persons is virtually nil.
Another great thing about the app is that it can be accessed through any browser. Installation is a breeze, taking only four minutes. Mobility is also provided, with users being able to receive incoming message notifications. Users can also help customers navigate pages through the software’s Cobrowse session feature. The platform’s reporting and analytics are also top of the line, able to filter data so that users receive only relevant information. It can also merge live chat data and metrics with any channel.
LiveEngage is truly an innovative application that can significantly contribute to any business’ customer experience management efforts. All its features make it a tool that is worth looking at.
Lithium is a powerful social media solution aimed at boosting users’ presence in social media and customer engagement. It also enables businesses to capture pertinent data and easily connect with customers across social media platforms. Customer to customer interaction is also promoted through the creation of virtual communities, which can remarkably improve brand awareness and increase revenue.
A myriad of listening and response solutions, social conversation management tools and analytics allow users to create campaigns and gain insights for use in formulating social media strategies. The application is a stand alone platform capable of connecting businesses with regular and prospective clients, along with brand influencers. This is achieved through the use of social listening tools and a capability to immediately respond. With Lithium, companies can easily meet consumer expectations using the aforementioned features.
The platform is highly-suitable for all business types and sizes, benefiting them through increased sales, service cost reductions and improved customer satisfaction, among others. Also, Lithium gives users the ability to manage social media conversations and absolute control over topics. This capability allows users to promote product and service advocacy. Its social media analytics, meanwhile, help companies monitor campaign progress and quick access to data to help boost social media strategies.
These features are but the tip of the iceberg for this innovative platform. Lithium is an ideal solution for companies who want to leverage social media strategies to increase profitability.
Customer experience management software Satmetrix was developed to help businesses manage the entire customer journey. It is aimed at helping users gain a better understanding of their customers and boost their brand experience. This more often than not results in improved customer engagement, increased sales and growth.
The application provides companies with the necessary tools to accurately analyze customer experience and satisfaction, both in real time. Data collected are presented in easy-to-understand manner, helping users get insights and use them to come up with excellent decisions to further enrich customer experience. Data visualizations are optimized for easy navigation, allowing businesses to get to the root causes of customer behaviors.
Another useful feature is the software’s native text analytics, which helps users view and analyze customer comments. This allows for the recognition of prevailing sentiments among clients. This feature also enables users to monitor comment volumes and even derive a clear picture of what is being said and come up with solutions to mitigate concerns.
The platform encourages collaboration among customer service personnel. It comes with tools that can facilitate online sharing of reports and annotation of trend lines, among others. This way, teams are always in sync as they have access to essentially identical information.
All these features make Satmetrix a one of a kind customer experience management software. Many organizations are sure to benefit from this amazing tool.
A customer feedback and survey management software, Client Heartbeat allows for the management and automation of customer surveys. The app aids in the identification of factors responsible for customer satisfaction, while giving notifications on customer dissatisfaction. This enables users to meet potential problems early on by addressing consumer concerns, gaining loyalty and improving customer experience.
What is great about the solution is that it allows for the measurement of business performance, gaining insights on how it is doing against the competition. This is done through the use of a native algorithm that analyzes crowd-sourced data. with resulting information used to formulate relevant customer survey questions. It can also determine if a question has already been used in surveys conducted by other companies. Surveys can likewise be personalized to suit customers, a practice that has been found to boost response rates by up to 60%.
Client Heartbeat is also capable of monitoring and analyzing customer satisfaction based on surveys, and can easily compare business performance from in between survey periods. This way, companies can determine whether customer satisfaction is on the rise or otherwise. With this knowledge at hand, companies can find ways to address problems long before they come.
Truly Client Heartbeat is capable of getting the pulse of a business’ customer base. This powerful piece of software is bound to improve any company’s customer experience management efforts.
UXCam is a customer experience management application purpose-built for application developers. Equipped with advanced session analysis tools, rule-based recording, screen analysis features, and the like, this software provides you with the capability to understand the customer journey. With this, you can monitor their sessions, discover possible issues they might be encountering, and analyze how you can improve their experience.
With UXCam, businesses of all sizes have an effective and efficient solution to manage visitors through their journey to becoming loyal customers to your brand. This software’s advanced analysis features will help you gain in-depth insights into what your customers want and need, making it easy to optimize their app usage.
SUPERLINK enables businesses and organizations to enrich the browsing experience of website visitors and empower them to convert by providing them with automated guided experience. Whenever users click on your SUPERLINK-charged URLs, website visitors will be taken to a magical browsing experience where you have control over the entire browsing journey.
Once website visitors click on your SUPERLINK URLs, they will no longer have to manually scroll up and down your website and navigate to your various landing pages. This allows you to effectively deliver your message in the best-intended sequence, displaying images, videos, and other interesting content strategically planned to encourage them to perform your desired actions. Website visitors still have the power to deactivate your auto-navigation in a single click, if they so desire
There you have it, our impartial analysis of the best customer experience software. We’ve given you a detailed overview of each solution to help you zero in on a software that is fit for your business.
If you still can’t make the final decision, drop all the worries. Our experts examined these products rigorously, and in terms of customer service capabilities, Zendesk came out on top. We highly recommend Zendesk because of its holistic approach to customer support, advanced features that streamline customer service, and the ability to consolidate customer information from all channels. You can easily sign up for Zendesk free trial here and get to know the features firsthand at no cost and without commitment.
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