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What is Customer Experience Management Software?

Customer experience management software (CEM) assists a company to track and organize all interactions with their clients throughout the customer lifecycle. The solution helps to optimize client interactions and build their loyalty. To manage the customer experience, companies need to devise strategies that encompass all customer interactions.

CEM software offers businesses an all-round view of customers with integrated, up-to-date data on their accounts and profiles. Customer experiences include interactions through conventional channels such as live chat, phone calls, and website purchases as well as text and social media. The emergence of new communication channels and touch points has made CEM a complex process. Start by checking our leader Yotpo, and other recommended solutions in this category.

Customer Experience Management Software

Top 12 Most Popular Customer Experience Management Software

Yotpo reviews
1.
Yotpo

Our Score 9.2

User Satisfaction 91%

Yotpo is a marketing app for e-commerce stores. It helps online stores generate reviews for their products and use these reviews to boost sales. Read Reviews

Qualtrics CX reviews
2.
Qualtrics CX

Our Score 9.1

User Satisfaction 100%

Qualtrics Customer Experience is a powerful customer experience management platform for collecting customer feedback and improving overall customer journey. Read Reviews

LiaCX reviews
3.
LiaCX

Our Score 8.6

User Satisfaction 100%

Superior technology, insightful industry experience, and dedication to innovation combine to bring you the best customer experience solution. Read Reviews

Intercom reviews
4.
Intercom

Our Score 8.9

User Satisfaction 96%

Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. Read Reviews

Contactually reviews
5.
Contactually

Our Score 9.0

User Satisfaction 97%

Contactually is a web-based customer relationship management tool that allows companies to oversee and manage communication activities. Read Reviews

InMoment reviews
6.
InMoment

Our Score 9.0

User Satisfaction 100%

InMoment is a software tool that offers advanced data gathering and analytics for businesses to optimize customer experience. Read Reviews

Appcues reviews
7.
Appcues

Our Score 9.0

User Satisfaction 100%

Appcues is a customer experience software for a smooth and personalized, hence, successful user onboarding. Read Reviews

WalkMe reviews
8.
WalkMe

Our Score 9.0

User Satisfaction 100%

WalkMe is a cloud-based, enterprise-class guidance and engagement platform that radically simplifies the online user experience. Read Reviews

Lithium reviews
9.
Lithium

Our Score 8.8

User Satisfaction 98%

Lithium provides businesses with effective social media tools to manage their social media presence, reach out and engage customers, and gather intelligent data. Read Reviews

Totango reviews
10.
Totango

Our Score 8.8

User Satisfaction 90%

Totango offers a clear view of engagement across multiple customer portfolios and segments. Read Reviews

Responcierge reviews
11.
Responcierge

Our Score 8.0

User Satisfaction 100%

Responcierge is a complete online customer engagement software that comes with Video/Text Live Chat, Click To Call, Appointment Scheduling, Client Testimonials, and much more. Read Reviews

Satmetrix reviews
12.
Satmetrix

Our Score 8.7

User Satisfaction 100%

Satmetrix is a customer experience management platform designed to help you create and manage unique customer journeys. Read Reviews

How To Choose The Best Customer Experience Management Software

Customer experience management (CEM) software programs are invaluable tools that companies can utilize to build profitable long-term relationships with their customers. However, how do you do educated comparisons to select the best customer experience management software solution given the plethora of platforms out there? To help you, we give you this guide which details what is customer experience management software and discusses the features and elements you should look for.

Get to know each product with free trial

We advise you to start your search for the best customer experience management software platforms by trying out the features of leading apps. You can do this by registering for the free trials or demo offered by leading customer experience management software providers. Visit the websites of these popular CEM software solutions to find out if there is a free trial you can use: QubitQualtrics and Satmetrix. These products have been given high rankings in our customer experience management software reviews. You can do a general comparison to select the most fitting application for your needs.

Targeted Businesses

  • Startups, small businesses, and medium-sized companies can use CEM software to get actionable insights from customer data.
  • Large enterprises and multi-level organizations can also utilize this type of solution to build customer loyalty.

What are Examples of Customer Experience Management Software?

  • Qubit: Qubit provides a blank canvas for companies to deliver their big ideas. They can win and retain their best customers through persuasive personalization.
  • Qualtrics: Qualtrics enables you to capture customer, product, brand, and employee experience insights in one place. Plus, you can track, respond to, and improve every interaction along the customer journey.
  • MindTouch: A cloud software that offers self-service customer experiences. It helps to increase web traffic, build customer success, and enhance engagement with your brand.
  • Satmetrix: This app combines technology, data, and expertise to deliver CEM success. Companies can use it to measure, manage, and enhance performance and customer retention.
  • Clarabridge: This software is used by hundreds of top brands to understand and improve their customer experience. With this app, you can listen everywhere, analyze everything, and engage everyone.

Types of Customer Experience Management Software

Customer experience management software tools can be placed in the following categories based on their approach to improving the customer experience:

  • A/B testing and personalization: Top vendors include Evergage, Qubit, and Oracle Maxymiser
  • In-page web analytics: Leading vendors are IBM Tealeaf and ClickTale
  • Content management: Top providers are MindTouch, Magnolia V5+, and Adobe Experience Manager
  • Help desk/self-service: Leading apps are Zendesk and Oracle Service Cloud
  • Survey and form building: Popular solutions are Satmetrix and Qualtrics

Key Features of Customer Experience Management Software

  • Customer management: You can easily view and track customer details and quickly access info on customer issues. Leading CEM solutions offer a full company and contacts database.
  • Ticket management: This feature offers visibility into all customer tickets and helps you to prevent issues slipping through the cracks. Plus, you get customizable automations and ticket routing as well as conditional custom fields.
  • Products and inventory: Includes an integrated product database for easy tracking. You can see what products/versions customers have as well as associate products with customers and contacts. In addition, you can track customer issues by product and link feature requests and bugs to tickets.
  • Collaboration and teamwork: You can collaborate easily with your team members using internal communication tools and shared calendar with task assignment details.
  • Robust integrations: Seamless integrations with popular business systems eliminate duplication of effort. You can improve collaboration and productivity across teams. Integrate the CEM software with CRM, developer tools, and other business apps. Make use of the API to integrate with internal systems.
  • Customer self-service: Customers can get answers 24/7 by using the Wiki, community forums, and knowledge base.
  • Reporting and analytics: The reporting feature places business intelligence at your fingertips. CEM software offer detailed metrics for real time customer insights.

Benefits of Customer Experience Management Software

  • Minimize customer churn: Your competitors are constantly wooing your customers with better offers and prices. CEM software helps you to understand your customers’ needs and provide a delightful experience that will make them stay with you for a long time.
  • Enhance customer satisfaction: With the CEM software you can make your customers happy and loyal to your brand. They will stick with you even if your competitors offer cheaper prices.
  • Get business referrals and brand evangelists: Research reveals that companies that invest in customer experience get rewarded with higher customer satisfaction and referral rates. Use CEM software to turn your loyal customers into brand evangelists.
  • Create a different customer experience: Create an amazing experience your customers will never forget so that they will keep returning for more. Differentiate your customer service from the humdrum ones offered by most companies.

Latest Trends

Internet of Things (IoT)

IoT is expected to connect all the products and devices of companies. This will provide advantages such as greater access to data which businesses can use to personalize customer experience. Plus, improved user experiences will benefit customers. The challenge for vendors is to make IoT devices more secure.

Chatbots for self-service

Most customers do not wish to wait for a long time to get answers. To address this issue, companies are using chatbots for communication and to customize the user experience. Chatbots offer a direct communication channel with a company. Plus, they can make logical decisions about customer needs based on their recorded actions. Finally, they can help to save money as they address customer queries at a reduced cost per contact.

Potential Issues

Consistent customer experience

Research shows that customers are not bothered about singular touchpoints but rather give importance to cumulative experiences over multiple channels and touchpoints. Therefore, businesses need to concentrate on the entire customer journey and not just individual experiences. They should empower their marketing, sales, and support teams to collaborate together to offer a unified and consistent customer experience.

Using the right technology

To deliver personalized experiences, you need to use the right technology. Start by being clear about the type of experience you wish to provide. Then, find the technology to make the experience better and more efficient. Small businesses can use basic customer satisfaction software and email marketing solutions. Larger enterprises can explore the advanced suites offered by leading vendors such as SAS, IBM, Adobe, Salesforce, and Oracle.

List of Customer Experience Management Software Companies

Updated

Selected products (0)

1.
Yotpo

Our Score 9.2

User Satisfaction 91%

Yotpo is a marketing app for e-commerce stores. It helps online stores generate reviews for their products and use these reviews to boost sales. Read Reviews

  • Pricing: free
  • Devices Supported: Windows, Android, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Annual Subscription, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

2.
Qualtrics CX

Our Score 9.1

User Satisfaction 100%

Qualtrics Customer Experience is a powerful customer experience management platform for collecting customer feedback and improving overall customer journey. Read Reviews

  • Pricing: By quote
  • Devices Supported: Windows, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Annual Subscription, Quote-based
  • Customer Types: Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, Open API

3.
Contactually

Our Score 9.0

User Satisfaction 97%

Contactually is a web-based customer relationship management tool that allows companies to oversee and manage communication activities. Read Reviews

  • Pricing: $39
  • Devices Supported: Windows, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Medium Business, Freelancers
  • Deployment: Cloud Hosted, Open API

4.
Hotjar

Our Score 9.0

User Satisfaction 98%

Hotjar is an analysis and feedback platform for understanding user behavior on your site effectively and improving your user experience. Read Reviews

  • Pricing: $29
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Annual Subscription, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

5.
InMoment

Our Score 9.0

User Satisfaction 100%

InMoment is a software tool that offers advanced data gathering and analytics for businesses to optimize customer experience. Read Reviews

  • Pricing: by quote
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

6.
Appcues

Our Score 9.0

User Satisfaction 100%

Appcues is a customer experience software for a smooth and personalized, hence, successful user onboarding. Read Reviews

  • Pricing: $69
  • Devices Supported: Windows, Linux, Mac, Web-based
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

7.
WalkMe

Our Score 9.0

User Satisfaction 100%

WalkMe is a cloud-based, enterprise-class guidance and engagement platform that radically simplifies the online user experience. Read Reviews

  • Pricing: by quote
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Free, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

8.
Salesforce Community Cloud

Our Score 9.0

User Satisfaction 100%

A highly flexible customer experience management for building different types of personalized and branded communities. Read Reviews

  • Pricing: By quote
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Quote-based
  • Customer Types: Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, Open API

9.
Smartlook

Our Score 9.0

User Satisfaction 96%

Qualitative analytics solution for websites and mobile apps. Read Reviews

  • Pricing: $19
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

10.
Intercom

Our Score 8.9

User Satisfaction 96%

Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. Read Reviews

  • Pricing: $49
  • Devices Supported: Windows, Android, iPhone/iPad, Mac
  • Pricing Model: Monthly payment
  • Customer Types: Small Business, Medium Business, Freelancers

Our Score Read More

Our review platform makes use of our proprietary SmartScore™ approach to evaluate all the software in the Customer Experience Management Software category to help you get the best possible service. It compares and contrasts the following metrics: main functionalities, collaboration possibilities, custom elements, integration, user friendliness, customer support, how secure a software is, support for mobile devices, general media ratings. Currently, Yotpo is the leader in this category and we gave it the highest score in our tests. After extensive testing it received the best results among its competitors and our experts strongly suggest that you include it as one of the choices for your company.

User Satisfaction Read More

A summary of general user satisfaction with the solutions in our Customer Experience Management Software category calculated using our unique algorythm that collects user reviews, comments and opinions across a broad set of social media sites to help you make an educated purchase decision.

91%

100%

97%

98%

100%

100%

100%

100%

96%

96%

Pricing Read More

Every vendor in the Customer Experience Management Software category will have a different group of pricing packages for its product and every package will include a varied set of tools. Below we list the overal pricing for the cheapest plan provided for each app. Please note that advanced features may cost extra.

free

By quote

$39

$29

by quote

$69

by quote

By quote

$19

$49

Devices Supported Read More

An analysis of what kind of devices and operating systems are supported by all B2B services in the Customer Experience Management Software category, including mobile platforms and web-based solutions.

Windows

Android

iPhone/iPad

Mac

Web-based

Laguages Supported Read More

Check which languages and geographies are served by the best B2B solutions in the Customer Experience Management Software category, including spftware intended for international markets and created for multi-cultural teams of employees.

Pricing Model Read More

Examine what pricing plans are supported by the vendors in the Customer Experience Management Software category to check which one suits your business requirements and expenses best. Note that certain software can provide free or freemium accounts for you to try out first.

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

Customer Types Read More

An analysis of which kinds of clients a given B2B software in the Customer Experience Management Software category aims for, from small businesses and non-profits to large enterprises.

Small Business

Large Enterprises

Medium Business

Freelancers

Deployment Read More

An overview of what styles of product deployement are offered by each B2B vendor in the Customer Experience Management Software category. Although most of modern SaaS services are cloud-based certain services might offer an on-site deployment model too.

Cloud Hosted

On Premise

Open API

Post by Alex Hillsberg