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What is Customer Experience Management Software?

Customer experience management tools (CEM) assist 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 tools offer businesses an all-around view of customers with integrated, up-to-date data on their accounts and profiles.Show more 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 Zendesk, and other recommended solutions in this category.Show less

How was this ranking made?

In order to devise this list of best Customer Experience Management Software we have checked 178 various apps currently present on the market, studying their features, how easy are they are to learn, customer support, offered integrations as well as mobile device support using our patented SmartScoreTM rating system. This ranking has been created by Louie Andre, our B2B expert responsible for the Customer Experience Management Software category.

List of Top 12 Customer Experience Management Software

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1. Zendesk

Our score: 9.4 User satisfaction: 98%

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

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2. SoGoCX

Our score: 9.2 User satisfaction: 97%

A robust customer experience platform that drives customer loyalty, reduce churn, and boost customer value. SoGoCX leverages customer data gathered by mapping out a customer’s journey from end to end. The application automatically draws insights from the data and recommends the best course of action to take to maximize ROI.

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3. Qualtrics CX

Our score: 9.1 User satisfaction: 100%

Qualtrics is an award-winning tool trusted not only by thousands of companies but also by academic institutions. The first survey software that adapts the use of artificial intelligence in survey data analysis, Qualtrics utilizes its advanced intuitive tools to streamline the complex research process for businesses of any size.

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4. Verified Reviews

Our score: 8.8 User satisfaction: 95%

A third-party review platform that allows businesses to promote their brands by collating product and customer reviews, which can be shared online. Verified Reviews is also capable of measuring and analyzing customer satisfaction after the purchase. Additionally, it connects your marketing and management teams to ensure business success.

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5. NICE inContact CXone

Our score: 8.8 User satisfaction: 91%

Industry-leading contact center software that offers a full suite of tools for transforming the customer experience. This platform offers omnichannel routing capabilities, analytics workforce optimization, automation, and AI-powered tools. It also delivers 99.99% uptime to prevent prolonged interruptions and downtime.

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6. Yotpo

Our score: 9.2 User satisfaction: 91%

Yotpo is a marketing app for ecommerce stores. It helps online stores generate product reviews and use these reviews to boost sales. A plug-and-play social reviews and ecommerce app, Yotpo collects more verified reviews than any of its counterparts. It also gives customers a simple and smart mobile-first reviewing experience.

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7. xSellco Feedback

Our score: 9.0 User satisfaction:

xSellco Feedback is part of xSellco sales productivity suite and is in charge of timely feedback solicitation from the most satisfied customers. It uses an automated system that targets satisfied customers for reviews. It also distinguishes good and bad reviews, so you can immediately prioritize which one to act on first.

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8. Hotjar

Our score: 9.0 User satisfaction: 98%

An analysis and feedback tool aimed to make sense of user behavior on your site to help you improve customer experience. It provides enhanced visibility to your website's performance, user behavior, and user experience. It also includes advanced tools such as heatmaps, conversion funnels, and more.

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9. Smartlook

Our score: 9.0 User satisfaction:

Smartlook aims to deliver qualitative analytics using various optimization tools such as event tracking and sessions. Its main functionalities include click heatmaps, visitor recordings, funnels, and event tracking. Combining the data from these features will allow you to improve the performance of your web pages and optimize it for conversion.

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10. Xoxoday Plum

Our score: 8.8 User satisfaction: 96%

This software is a cloud-based platform for managing and distributing digital rewards for company employees or business customers. It also measures not just the effectiveness of the program but also its potential return on investment. For business organizations, Xoxoday Plum integrates with HRMS, CRM, ticketing, etc., to automatically reward employees.

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11. Informizely

Our score: 6.9 User satisfaction: 100%

In-site, targeted surveys and polls for identification of conversation issues and discovery of new possibilities to enhance customer experiences.

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12. Appsee

Our score: 8.7 User satisfaction:

Appsee is a qualitative mobile app user analysis solution.

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Customer Experience Management Software Guide

Table of contents

Customer experience management (CEM) tools are invaluable for companies so they can build profitable long-term relationships with their customers. However, how do you do educated comparisons to select the best customer experience management tools 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 tools 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 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.
  • Provide valuable insights. The data gathered from the different stages of your customers’ journey are valuable sources of information to boost your sales and marketing strategies.

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.

Voice feedback

Customer feedback and reviews find a new channel. Voice feedback is on the rise as digital voice assistants continue to make their way into various smart devices, and their users continue to grow as well.

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.

Customer Experience and AR

Augmented reality is being considered as another way to deliver an innovative and unique customer experience. This technology is currently being used by furniture and decoration businesses through which their customers can digitally place the products they are planning to purchase into their homes using their smartphone’s camera.

AR technology, when used correctly, takes convenience to the next level and enhances the online shopping experience. Customers no longer have to go to physical stores to have a realistic visualization of the product. It also eliminates the doubts of getting a product that does not really fit into their physical environment. As for the business, this can help reduce return rates and unhappy customers.

Helpful Statistics

Customer experience is taking the forefront of business priorities and here are some interesting numbers from various studies:

  • According to B2B companies, customer experience is the most exciting business opportunity, beating marketing, video marketing, and social media.
  • 86% of customers are willing to pay more for better customer experience.
  • 80% of businesses are now more willing to invest in the omnichannel experience as compared to only 20% in 2010.
  • 90% of companies plan to invest in AI and machine learning technology within three years to enhance the customer experience.
  • 84% of customer-centric companies now prioritize delivering a seamless mobile experience.
  • 67% of customers will opt for self-service customer support options.
  • 91% of customers prefer using knowledge bases to answer their queries.
  •  72% of satisfied customers will share their experience with at least six people.
  • Only 1 out of 26 unhappy customers will complain or leave negative feedback or review.
  • 1 out of 3 customers will abandon a product or brand after one negative experience.

List of Customer Experience Management Software Companies

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Things to consider when you invest in a SaaS

SaaS software provides many benefits such as easy setup, access, and integration as well as data security. To select the perfect solution for your requirements, you need to do your groundwork thoroughly. To start, begin with the following tips to consider and analyze the various programs:

Know your needs: First, be clear about your company’s needs and requirements. Why do you need to invest in a SaaS system? What tasks and goals do you intend to accomplish with the solution? If you are clear about your needs, you can easily find an appropriate app that fulfills them.

Compare features and price: Make a shortlist of SaaS products that offer the tools you need and are within your budget. Read online reviews of the shortlisted apps to learn what each one offers.

Use the free trial and extend it if necessary: Subscribe to the free trials of the shortlisted solutions and check out their features firsthand. This will help you to understand if the system offers what you need to enhance your firm’s effectiveness and productivity. Ask for an extension of the free trial if the time is too short to learn about the program’s effectiveness.

Talk to the vendor: Finally, talk to each vendor about the assistance and support they can offer. Try to discuss the price and get discounts. Ask about the training and consultation they provide to help you to use the application effectively.

Frequently asked questions about Customer Experience Management Software

What is the best customer experience management software?

The best customer experience management software is Zendesk. It offers a full suite of customer service tools and features to help your support team deliver the best customer service experience. 

Zendesk’s basic plan offers a variety of modules, including customer experience, support, chat, call center solution, and knowledge base. These modules are easily upgradable separately if you would like to get access to CSAT surveys, web SDK, IVR phone trees, and more. Customer queries can be brought in through pre-defined tickets, customer search history, and website widgets, which give your customer support reps a background context of the concern based on its origin. 

Another module Zendesk has is the Guide module, which allows you to create a community portal, help center, and an online community where your low-touch tickets can be directed to and assisted by an AI-powered bot.

What are the benefits of customer experience management software?

In a nutshell, customer experience management systems help businesses establish good relationships with their customers and increase ROI. Specifically, here are some of the benefits of having a good customer experience management solution:

Reduces customer churn. Fostering customer loyalty relies heavily on delivering a positive customer experience. Keeping customers satisfied not just with quality products or services but with great customer support experience can keep them from doing business with your competitors.

Recruits business advocates. Loyal customers can bring in new ones via word-of-mouth referrals. 

Delivers unique customer experience. Customer expectations rise over time and having a good customer experience management solution can help you meet and even go beyond these expectations. By drawing valuable insights based on your customers’ journeys, you will know their different needs and how to meet them.

What are the features of customer experience management software?

Below are the core features of a good customer experience management software:

Customer management: This feature keeps all important details about your customers, updated, organized, and easily accessible.

Ticket management: This prevents tickets from either falling through cracks or being left unattended for too long. Ticket management also provides automatic ticket routing, fields, and tags that you can tailor specifically to your business operations.

Collaboration: Internal communication tools and shared calendars and dashboards keep your team connected and updated regarding their tasks and other schedules.

Products and Inventory: This gives you and your team a detailed view of your product database, which specific products are associated with your customers, and if a customer has issues with a particular product or service.

Customer self-service: Knowledge bases, community portals, forums, and online help centers allow customers to get the information they need without help from your customer support team.

Integrations: Streamline your business operations further by integrating a customer experience management platform with other applications, including your marketing software and sales solutions.

Reporting and analytics. This allows you access to the valuable business intelligence that can help you devise effective strategies to provide your customers with quality customer experience.

What is the easiest customer experience management software to use?

Managing customer experience should not be a complicated process and these software solutions take the lead in the ease-of-use criterion:

Zendesk. This platform offered by Zendesk comes with straightforward features, such as various communication channels and other tools. It also offers robust automation features that further streamline customer experience management operations.

Qualtrics CX. Actual users give Qualtrics CX favorable ratings on its user-friendliness. Gathering customer feedback and drawing actionable data are made easier using its automated workflows, customizable dashboards, and more. 

Verified Reviews. Its straightforward design and intuitive system make it easy for users to learn without extensive training. Setting it up for your business is also less complicated as all you have to do is add its widget to your website.

What is a good free customer experience management software?

For startups and SMBs that are planning to incorporate customer experience management solution into their business operations, they may want to consider the following vendors offering free plans and modules:

Zendesk. Zendesk Chat Lite and Zendesk Guide modules are both free. The chat lite module is limited to one concurrent chat but it also comes with a chat rating feature and 30-day chat history. Zendesk Guide includes Zendesk Support, knowledge base, support request form, and Google Analytics reporting.

Yotpo. The free plan offers product and site reviews, SEO page, email upselling, social selling, rich snippets for supported platforms, dashboard, and more. 

Hotjar. This flexible and highly scalable customer experience management platform offers a free basic plan for an unlimited number of users. Features included are 2,000 page views per day data collection, limited reports, and data storage for one year.

Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."


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