In this blog post, I have compiled a list of my top picks from the most comprehensive resource on Customer Experience Software for cold outreach.
I hope that you find some use for these 23 applications as well!
Zendesk is a cloud-based help desk management solution that offers customizable tools to build customer service portals, knowledge bases, and online communities. The front-end portal is customizable and offers live chat features and an integrated chatbot. Zendesk Suite provides more features than the free version and is a customer service platform with 38 (3164 reviews) on Glassdoor with an average rating of 4.5 stars out of 5. Zendesk Suite allows you to manage your help desk in one centralized location.
- Track all your customer interactions in one place
- Reply quickly with automatic replies
- Create custom forms to gather customer information
- Automatically route emails based on subject line or keywords
- Integrate with your other apps – Get a better understanding of customer behavior
- Zendesk is a cloud-based help desk management solution: Offers customizable tools to build customer service portals, knowledge bases, and online communities.
- Zendesk offers a customizable front-end portal: Allows you to design your look and feel for the help desk management solution.
- Zendesk has live chat features and an easy-to-use interface: Makes it easy for customers to get help from representatives at the help desk.
- The solution is affordable and suitable for any size business: Suitable for companies of all sizes, including small businesses with limited resources or those needing a more advanced help desk solution than traditional software options.
- The Zendesk team can help you resolve any issue quickly: If you need help resolving a problem with your account or service, the Zendesk team is available 24/7.
- Limited functionality: Zendesk has a limited functionality help desk management solution.
- Limited support: This can be frustrating when you need assistance.
- Lack of customization: The front-end portal is not very customizable and does not reflect your brand or company’s image well.
- Not mobile friendly: The interface is not very mobile friendly, making it difficult to use on a phone or tablet.
- The solution starts at $10 per month for one person. There is also a 20% off discount available on Zendesk.
IBM Tealeaf is a customer experience software platform that helps businesses boost conversion and revenue with the help of customer data analytics. AI-powered struggle analytics will help you understand how customers interact with your content and products. IBM Tealeaf offers features like creating dynamic content, connecting with customers, improving collaboration, and analytics.
- Segmentation – IBM Tealeaf can segment customers based on their behavior patterns and preferences to create dynamic content for them. It also allows you to connect with your customers in the most personalized way possible.
- Analytics – IBM Tealeaf provides analytics to help you understand your customers’ behavior patterns, needs, and preferences to improve their experience and increase customer loyalty.
- MobileIBM Tealeaf provides mobile solutions that help you better understand your customers’ behavior patterns and preferences to improve their experience on mobile devices.
- SocialIBM Tealeaf provides solutions that help you better understand your customers’ behavior patterns, preferences, and needs to improve their experience on social media.
- Customer ServiceIBM Tealeaf provides solutions that help you better understand your customers’ behavior patterns, preferences, and needs to improve their experience on customer service channels.
- IBM Tealeaf is easy to use: IBM Tealeaf has an easy-to-use interface which makes it suitable for both small, medium, and large businesses.
- IBM offers a customer experience suite with AI-enabled struggle analytics and behavior-based marketing segments.
- It provides data analytics that will help you boost conversion and revenue: With the help of customer data analytics, you can improve your business’s performance in various ways.
- The platform is powered by AI, which makes it more efficient and reliable than other digital customer experience platforms currently available on the market today.
- AI-powered struggle analytics is only available with a subscription: Struggle analytics, powered by AI, is only available with a paid subscription.
- Limited data: IBM Tealeaf only provides limited data, such as search volume and traffic data.
- Not very user-friendly: The website is not very user-friendly, making it challenging to find the information you are looking for.
- Limited options: There are limited options to explore on the website, and some features are unavailable in all languages.
IBM Tealeaf offers pricing plans starting at $5 per month for up to five users.
Satmetrix’s customer experience management software is designed to help businesses reduce churn and save at-risk customers. The software uses voice and text analytics to identify trends and patterns and highlight problems that must be addressed. Additionally, the Satmetrix customer experience management software can help design automated workflows for support agents.
- The software includes a dashboard that gives users an overview of their business’s performance. It also has a customer experience map, which is used to identify and address problem areas. The Satmetrix software allows users to monitor their business’s performance daily.
- The software also includes a feature that allows users to create automated workflows for support agents. It provides real-time analytics and insights into a company’s customer experience.
- The software integrates with other popular business management tools, including Salesforce, Zendesk, and Microsoft Dynamics.
- Allows users to create automated workflows for support agents. It provides real-time analytics and insights into a company’s customer experience. The software also includes a feature that allows users to create automated workflows for support agents.
- The company offers a free trial that allows users to test the software for 30 days.
- Satmetrix helps you save your customers: Satmetrix can highlight trends and patterns to reduce customer churn, saving you money.
- Monitors and highlights high-risk interactions: Satmetrix helps you identify and manage high-risk interactions with your customers, preventing them from becoming lost in the system.
- Provides real-time feedback: Satmetrix allows you to receive real-time feedback about your customer’s experience with your business, helping to improve service delivery quickly.
- Integrates with Salesforce: Satmetrix integrates easily into Salesforce so that you can keep track of all customer data in one place.
- Analytics graphs and charts: You can see the analytics of your content in graphical form, which helps you to understand how well your work is performing.
- The interface is convoluted: The interface of Satmetrix seems a bit convoluted and less intuitive than Qualtrics Research Core.
- The interface feels outdated: The look and feel of Satmetrix feels a bit outdated, particularly when compared to Power BI.
- Navigation can be slow: Navigating through Satmetrix can be slow sometimes, particularly when trying to filter data for a specific case.
- Difficult to maintain relationships: Because of the relocation, it was difficult to maintain good relationships with previous account managers.
You will have to pay for a subscription to get the full features. There is also a 30% discount available on Satmetrix.
For $99 per year, you can get full access to all of its features.
ResponseTek is a customer experience software platform that provides website data and social media access to gather customer feedback. This feedback can monitor customer sentiment and respond rapidly during a social media crisis. The Listening Platform can automatically identify and follow up on situations that need attention.
- CX Software – A platform that allows you to monitor your customers’ social media activity and gather customer feedback.
- Customer Feedback Management – The ability to monitor customer sentiment and respond rapidly during a social media crisis.
- Social Media Management – The ability to gather feedback from your customer’s social media activity, such as Twitter, Facebook, and Instagram.
- Social Listening – The ability to listen to your customer’s social media activity and gather feedback (positive or negative) about your brand.
- Customer Feedback Analysis – The ability to analyze customer feedback and use the information to improve your brand.
- ResponseTek gathers customer sentiment and feedback: With ResponseTek, you can access social media data to gather customer sentiment and feedback.
- You can access targeted surveys: With ResponseTek, you can survey randomly selected customers after different actions, like abandoning or completing a form.
- You have an early warning system for social media crises: With the help of ResponseTek, you are alerted about possible social media crises before it even happens, thanks to the early warning system.
- Easy installation: ResponseTek is easy to install, making it perfect for business or personal use.
- Limited data: ResponseTek only offers access to website data and social media feedback.
- Social media crisis early warning system is not very effective: The early warning system is not very effective, as it only gives you access to customer sentiment and feedback after abandonment or completion of a form.
- Surveys are targeted and may not be relevant: Surveys are targeted and not appropriate, as they are only given to randomly selected customers.
- ResponseTek is not compatible with Solaris/UNIX/aix operating systems.
The ResponseTek free trial allows you to access unlimited surveys; however, the full version costs $239 per year.
ClickTale Experiences Analytics platform is best for small, medium, and large businesses. The platform has a human and machine intelligence feature that allows you to track user behavior and understand their interests. The platform is scalable and provides data-rich visualizations. It can be used on Windows, Mac, Android, and iPhone/iPad devices. The service will provide you with updates for your website. ClickTale is a website that provides users with video content. The website has different video content, including comedy, drama, and sports. ClickTale also offers various other services, such as advertising and analytics.
- The heat map feature lets you know the exact areas on your website that are getting more attention. This helps you understand how people interact with your website and enables you to make changes accordingly.
- The ClickTale survey feature helps you know the customer’s feelings about your website. This gives you an insight into how satisfied or dissatisfied they are with your services and products, which helps you improve them.
- The ClickTale report feature gives you a detailed analysis of the traffic your website receives, which helps you know exactly where your target audience is coming from and when they visit your website.
- The ClickTale form feature lets you know how effectively your website gets people to fill out forms. This helps you improve the effectiveness of your online marketing campaigns by knowing what needs to be changed or improved on your website.
- Provides website analytics: ClickTale provides the website analytics platform which analyzes user behavior and provides the latest updates about your website.
- It is enterprise-level scalable: ClickTale has the scalability to accommodate larger businesses.
- Provides data-rich visualizations: Richly visualizes data to help you understand trends and insights.
- ClickTale is a famous website builder: ClickTale has a user-friendly platform that makes it easy for you to create your website.
- You can customize your site with ClickTale’s drag-and-drop interface: With ClickTale, you can easily customize and personalize your site the way you want.
- Price: ClickTale has a price which you can get a quote for.
- Complex product: The ClickTale software is very complex and not well-suited for most small businesses.
- Poor usability: The usability of the ClickTale software was poor, making it difficult to find what you were looking for and difficult to use.
- Limited number of questions: You are limited to 5 questions per day.
The pricing for ClickTale starts at $99 per month for up to 10 users.
Adobe Experience Manager is a software platform that helps businesses manage customer experiences across devices and channels. AEM integrates with other Adobe products to provide a comprehensive experience for customers. Many large organizations around the world use AEM. Adobe Experience Manager is combined web content and digital asset management system that offers an end-to-end solution for managing and delivering web content.
- A drag-and-drop interface, which allows users to customize their websites quickly.
- The software also includes a content library that can be used to organize and store website assets.
- AEM also offers a mobile app builder, which allows users to build native apps for iOS and Android devices.
- The software also includes a social media integration feature that can be used to integrate various social media platforms into websites.
- Role-based user permissions: Allows you to control access to your content by assigning specific permissions to different users.
- Page templates: Allows you to easily create pages with predefined layouts and designs, making it easy to manage your website’s layout and design.
- Bulk management: Allows you to easily manage large files, making it easier to save time when editing or creating your website’s content.
- It is top-rated and customer-verified: 56 reviews speak highly of Adobe Experience Manager, rating it as one of the best online tools available today!
- Adobe Experience Manager offers a customizable user interface: You can customize the user interface to make it easy for you to use.
- Limited user permissions: Adobe Experience Manager has a limited number of user permissions, which may not be suitable for all businesses.
- Poor ratings: Adobe Experience Manager has poor ratings, with many users reporting that the software is difficult to use and does not meet their needs.
- Page templates are unpopular: Page templates are unpopular among users because they can be time-consuming to create and maintain and often do not perform as expected.
- Bulk management is slow: Bulk management features in Adobe Experience Manager are slow and cumbersome, making it challenging to manage large files efficiently.
- Role-based user permissions are disliked: Many users dislike role-based user permissions because they can be confusing and restrictive.
The vendor gives pricing upon request.
Kana’s Web Experience software helps customer service representatives directly affect customers’ experience. Kana’s EFM option can assess the performance of customer service teams, helping to identify issues and address them quickly. This provides a better customer experience, leading to increased satisfaction and loyalty. Verint acquires them.
- Analytics – Kana’s analytics tools help companies understand their customers and measure the impact of their customer experience initiatives.
- Kana Engage – Kana Engage is a Customer Experience Management (CEM) solution that enables companies to engage with customers in a personalized way. Kana Engage includes tools to help companies manage their customer service operations.
- Kana Social – Kana Social is a social media management solution that helps companies monitor and engage with their customers on social media.
- Kana Mobile – Kana Mobile is a mobile customer service platform to help companies deliver personalized customer experiences over the phone. Kana Mobile includes tools to help companies manage their call center operations.
- Kana Docs – Kana Docs is a document management solution that helps companies organize and share business documents with their customers.
- Kana Enterprise – Kana Enterprise is a customer experience management solution that helps companies deliver personalized experiences to their customers across multiple channels, including email, mobile and social media.
- Kana offers customer service solutions: Kana’s Web Experience software provides various customer service solutions, such as live chat, co-browsing, and self-help.
- The platform has Verint® Enterprise Feedback Management™: The platform can be added to Kana software to assess the performance of customer service teams and ensure that customers’ voices are heard and acted upon.
- You can measure how successful your customer service team is: With Verint® Enterprise Feedback Management™, you can measure how well your team is performing by assessing their various metrics such as satisfaction rates, complaints received, and case closure rates.
- Limited customer service options: Kana only offers a few limited customer service options, such as live chat, co-browsing, and self-help.
- Limited feedback options: The Verint® Enterprise Feedback Management™ option allows you to assess the performance of customer service teams, but it does not offer more traditional forms of feedback such as surveys or evaluations.
- Limited scalability: Kana’s Web Experience software is designed for small to medium businesses, which limits its scalability.
- Lack of customization: Kana’s Web Experience software is not very customizable and does not allow for much user input.
The price starts at $3,995 per month.
SAS is a customer experience software platform that helps companies collect and analyze customer data. The platform can be customized with branding and data connectors to allow for more flexibility in how it is used. SAS has many features to help companies collect, analyze, and respond to customer feedback. The platform can be used to automate marketing campaigns and track customer behavior.
- Build a complete view of your customer with social media, online and offline engagement, surveys, and more.
- Turn insights into actions with the ability to create customized workflows that trigger automated responses.
- Measure and improve service levels with real-time, actionable metrics.
- Increase agent productivity and customer satisfaction with easy-to-use tools that can be accessed from any device.
- SAS unifies customer data: Bringing together customer data from online and offline sources, SAS enables marketers to have a complete view of their customers.
- The SAS CX platform can be extended with the SAS Customer Intelligence Suite: Allows you to put your insights into action by leveraging analytics from social media platforms.
- You can segment real-time offers based on insights pulled from social channels: Analytics from social media is used to segment real-time offers based on insights drawn from social channels.
- SAS CX is marketer-focused: SAS CX platform is focused on empowering your service and support teams to deliver a top-notch customer experience.
- Third-party integrations: Allows for connection of third-party applications (such as AI tools), which enhances the functionality of SAS even further.
- Limited data integration: SAS does not offer a wide variety of data integrations, limiting the possibilities for using customer data across different platforms.
- Not all features are available on the SAS CX platform: Some features, such as support tickets, are only available on the Zendesk platform.
- Integration can be time-consuming: Integrating a tool like Zendesk into your SAS CX solution can be time-consuming.
- Customizable branding and data connectors are not available: These two features are unavailable in SAS.
- Email management and third-party integrations are unavailable: Email management and third-party integrations are unavailable in SAS.
SAS offers a free trial, but the pricing is not disclosed.
Gemius is an enterprise software platform that is great for the online audience measurement. The GemiusPrism solution comes with advanced segmentation options and exportable reports. This makes it perfect for studying web visitors’ behavior and generating internal reviews and presentation reports.
- Measure the reach and frequency of online marketing campaigns, including display ads, videos, and rich media.
- Measure online campaigns for social networks like Facebook, Twitter, Google+, YouTube, and LinkedIn. Measure email marketing campaigns’ effectiveness by tracking open and click-through rates.
- Measure the effectiveness of display advertising campaigns on websites, mobile applications, and video streaming services. Measure real-time audience data for online media companies (websites and apps), including blogs, news sites, and social networks.
- Measure the effectiveness of mobile marketing campaigns by tracking click-through rates and app downloads. Measure display advertising across all devices (desktop, tablet, smartphone).
- Gemius offers advanced segmentation options: GemiusPrism solution is dedicated to studying web visitors’ behavior and comes with advanced segmentation options (for events and visitors) adapted for analyzing large numbers of visitors.
- The reports are exportable: Reports are exportable to different file types and charts that help visualize the data during internal reviews and presentations.
- GemiusPrism offers a visual representation of data: Graphs make it easier to understand data during reviews or presentations.
- Limited reviews from users.
- Limited reports: GemiusPrism only allows you to export a limited number of reports.
- Limited charting abilities: The charts available in GemiusPrism are not very user-friendly.
- Limited reviews from users.
GemiusPrism offers a free trial with limited features and a paid plan that starts at $499 per year. The full version with all the features starts at $699 per year.
HubSpot’s customer service management software helps you scale customer support, unite your teams, and retain and delight customers. HubSpot’s CRM provides a unified view of every customer interaction, allowing you to scale support via self-service and automation. HubSpot helps you scale your support by unifying all service channels and data into one place, giving you more time for active service that helps grow your customer base.
- Help Desk Automation: HubSpot’s help desk automation tool allows you to create automated workflows, monitor customer support activity, and collect data from your service channels.
- Conversational Tools: HubSpot has several tools that allow you to create personalized communications with your customers.
- The Live Chat tool allows you to converse with visitors on your website. In contrast, the Inbound Contact tool helps you build a list of potential leads by capturing information from visitors who fill out forms on your website.
- HubSpot is a customer service management platform that helps you scale your support team and retain and delight customers.
- HubSpot offers help desk automation, conversational tools, a knowledge base, reporting, customer feedback surveys, etc., to give you a unified view of every customer interaction.
- You can add automation and routing to tickets to create the help desk and prioritize the critical issues first.
- HubSpot is cost-effective: HubSpot offers a basic plan which is free so you can test its services.
- It helps you understand your customer journey: It helps with lead generation and understanding your customer’s journey.
- Customer service management software can be costly: The cost of HubSpot’s customer service management software may be expensive for small businesses.
- Limited features: Some of the limited features of HubSpot’s customer service management software include only a help desk automation and routing feature, no conversational tools, and no knowledge base.
- Scalability Issues: It is challenging to manage support via self-service and automation with HubSpot due to its scalability issues.
- Difficult to monitor business health: It is also difficult to monitor your business health with Hubspot, as no cross-object or single-object reports are available.
HubSpot offers two plans: the FREE plan and the premium plan, starting at $45/month.
Medallia platform helps manage customer and employee experience by collecting data from various touchpoints to create feedback used to improve workforce experience. With this, they can optimize the workforce experience and deploy role-based dashboards. The platform’s qualitative insights and real-time alerts allow marketers to see customer profiles, test prototypes, target user segments, and collect feedback on product attributes.
- Improve customer experience with real-time alerts and easy-to-use analytics.
- Conduct surveys, analyze data, and share insights through a simple dashboard.
- View customer profiles, test prototypes, target user segments
- Collect feedback on product attributes.
- Medallia is a scalable and secure cloud-based platform: Allows you to manage customer and employee experience with data-driven analytical modules.
- You can optimize workforce experience by leveraging data: It allows you to analyze survey insights, measure talent lifecycles, deploy role-based dashboards, etc.
- Medallia has real-time integrations with Slack, Workplace by Facebook, Salesforce, Marketo, and other legacy connectors.
- Medallia offers affordable pricing: Medallia is reasonable for users of any size.
- You can use the platform with multiple devices: You can use the platform with numerous devices, including your computer, phone, and tablet.
- Limited scalability: Medallia is a limited scalability platform unsuited for larger businesses.
- No customer data: Medallia does not allow you to access your customer’s data.
- Limited A/B testing capabilities: Medallia does not have many A/B testing capabilities, which may limit your ability to test different product features
- Price: The Medallia prices are high compared to other options.
It starts at $3 per user per month. Medallia charges $5 per user per month and has a company size of S or M.
Maxymiser is a customer experience software platform that helps businesses capture customer data and convert it into predictive analytics. This information can create customer profiles and optimize websites for better conversion rates. Additionally, the platform provides tools for targeted advertising and more personalized offers for customers.
- Customer segmentation allows businesses to create groups of customers based on similar characteristics.
- This can be used for targeted advertising and more tailored marketing campaigns.
- Maxymiser also features integrated CRM tools allowing more accessible communication between sales and marketing teams.
- Its easy-to-use interface makes it an excellent choice for small and medium-sized businesses.
- Real-time customer experience monitoring tool allows businesses to track and respond to customer interactions in real-time.
- Maxymiser offers a free trial, so businesses can try it out before deciding whether or not they want to pay for the full version.
- Maxymiser can help you achieve higher conversion rates: Maxymiser allows you to run multivariate tests, optimizing your website for increased conversion rates.
- Maxymiser allows you to personalize the customer experience with predictive analytics: It captures different kinds of data about every online visitor, accurately predicting the optimal experience for a given customer and displaying tailored offers.
- Maxymiser helps you to visualize your data: The Maxymiser allows you to see how much traffic you have, what tactics work best, and more.
- Maxymiser is reliable and handles large traffic: Maxymiser provides reliable performance under load.
- Increases the risk of false positives: Multivariate testing can result in higher false positives, meaning that your product page may be incorrectly judged as unsuitable for a given customer.
- Improves CX but also creates a sense of better fit: Maxymiser can help you achieve an enhanced CX and better understand the fit between your product and customer.
- Requires significant data collection: Maxymiser requires substantial data about every online visitor to achieve accurate predictions.
- Delivery time: The delivery time is not very good, as it often reaches our expectations but could be made better.
The price ranges from $15 to $50 per month, depending on the number of customers.
UserZoom is a software platform designed to help businesses quickly create and distribute usability tests for websites and mobile apps. UserZoom provides feedback data and analysis so companies can improve their development workflow based on real user insights. The world’s first UX Insights System allows for exceptional digital experiences that drive measurable ROI. UserZoom provides accurate, actionable insights from a variety of methods.
- Comprehensive analytics reports that provide a holistic view of your website or app.
- Real-time feedback and insights from users as they interact with your site.
- Watch sessions to see how users are interacting with your site.
- A/B testing to help you optimize and improve the user experience of your site or app.
- Session recording for usability tests, customer interviews, and more.
- Easy-to-use dashboard to compile reports and view insights.
- Works with any website or app.
- UserZoom has a massive database of participants: Over 2 million people have participated in UserZoom’s studies.
- Great customer service: UserZoom provides excellent customer support, whether you need help downloading the study software or have any questions about using it.
- Impressive range of tests: You can choose from various tests with UserZoom, including surveys, focus groups, and interviews.
- Limited customization: While some limited customization is available with UserZoom, it is not as extensive as other available options.
- Limited types of research: UserZoom does not have features that allow you to perform more complex forms of study, such as benchmarking or competitor analysis.
- Expensive: The costs associated with using UserZoom are costly compared to other available options.
- Limited customization: UserZoom does not allow for much customization, which may be a limiting factor for some users.
- No multi-language support: UserZoom only supports English at this time.
- Limited database of participants: The database is limited in terms of the number of participants that it has available.
It is suitable for mid-sized to large businesses and integrates with Yes. Pricing information is available on request.
PickFu is a customer experience software platform that makes it easy to collect feedback and target various customers. With over 40 targeting criteria, PickFu offers a range of pricing plans to suit different needs. You don’t need a membership to use PickFu, and you can start using it for free. The Team plan includes deeper discounts on per-response rates and support for up to 4 user seats. The team dashboard provides a collaborative platform for team members to track progress and communicate ideas.
- PickFu is a survey platform that helps you gather feedback from the crowd. It’s an extremely powerful and easy-to-use tool that lets you get insights on demand.
- The platform enables you to get real-time feedback from people across the globe. In addition, it offers a large pool of respondents and lets you create surveys in just 5 minutes.
- You can create polls in any language and share them with the world. It’s a great way to find out what people think about your product or service and get feedback on new ideas.
- You can also create polls for social media, which is a great way to get feedback from your customers and fans. In addition, you can share the results on social media, which is a great way to get more exposure and drive traffic back to your website.
- The tool offers a free plan that enables you to create up to 5 polls with 100 responses each month. This is a great way to get free and see if the tool works.
- Easy to use: You can start creating and deploying polls right away from the website, with no account or membership necessary.
- You can get feedback from a diverse population: Over 10,000 active respondents and 40 respondent targeting criteria make it easy to collect from various people.
- Affordable: You don’t need to pay for a membership to start using PickFu – you can begin running polls for as little as $50 per month.
- Many custom options available: Several different customer plans are available, so you’re sure to find one that fits your needs perfectly.
- Limited range of products: PickFu offers a limited range of products, including only makeup and hair products.
- Poor customer service: According to many reviews, PickFu’s customer service is poor, often not answering emails or returning phone calls promptly.
- High price point: The prices for the products on PickFu are high compared to other online retailers.
- Limited selection: There is reportedly a limited selection of the available products on PickFu.
- Difficult navigation: The website is difficult to navigate and full of ads and popups that interfere with browsing the site smoothly.
You can start running polls with PickFu starting at $50, with no membership required. PickFu also offers a free trial. However, it does have a fee for some of its more advanced features.
AskNicely provides a discreet way for customers to give real-time feedback, which can then be used to make improvements. Customer feedback is essential for any business that wants to improve its customer experience. The AskNicely NPS platform makes it easy to follow up with customers and collect valuable feedback. This makes it an essential part of any customer experience software solution.
- Real-time feedback collection through email, SMS, or phone calls.
- It has a dedicated NPS platform makes it easy to follow up with customers.
- Predictive analytics help businesses identify areas of improvement and opportunities for growth.
- AskNicely is a great way to get customer feedback: AskNicely gets you real-time customer feedback.
- The NPS platform makes it easy to follow up with users and sites: Dedicated and ultra-designed NPS platform.
- It’s a great customer experience software: Offers a year-to-year follow-up with users and sites.
- Ask Nicely offers unbiased reviews and thoughts of your customers: Allows you to capture online reviews for future reference.
- Confusing icons and functionality: Some of the Icons and functionality are confusing, such as the icon for Survey.
- In-app surveys not compatible with our tech-stack: In-app surveys (mobile) are not compatible with our tech-stack.
- Chat support is often understaffed or has a slow response time.
- Customization is time-consuming: The process of customizing the workflow is time-consuming and requires various CSV files to be uploaded.
They offer a free trial—contact support for pricing information.
Qualtrics provides a customer experience software platform that helps you understand and act on customer feedback. The platform has a wide range of data sources and channels to help you capture customer feedback. Qualtrics CustomerXM provides insights into customers’ experiences so that you can take actions that are relevant to them. CustomerXM sends recommended actions to teams in the tools they use automatically.
- It has an excellent survey design tool that helps to create, distribute and analyze surveys.
- The platform lets you collect customer, employee, and partner feedback.
- It offers a range of features, including real-time reporting, social listening, surveys, and analytics.
- Qualtrics offers high-quality customer service: Qualtrics gives you the power to understand your customers and take action based on their experiences.
- You can meet customers online: Qualtrics offers a suitable platform for meeting customers online, wherever they are.
- CustomerXM sends recommended actions automatically: CustomerXM sends recommended actions to teams in tools they use, such as ticketing systems, CRM, messaging apps, etc., which helps you run your business more smoothly.
- The platform is compliant and secure: The platform offers compliance and security features for smooth business operations.
- Qualtrics is customizable for different industries: Qualtrics is customizable for various sectors, including retail, marketing, and customer service.
- Limited data sources: Qualtrics only has a limited number of data sources, limiting the insights you can get into your customers.
- Challenging to use: The platform is rugged and may be too complex for some people.
- Lacks features: Some features offered by similar platforms are not available in Qualtrics, such as closed-loop actioning or predictive intelligence.
- Requires an expensive subscription fee: To access all the features offered by Qualtrics, you will need to pay a monthly subscription fee.
The platform is available for purchase at a price starting at $4,500 per month for up to 500 users.
SurveySparrow helps manage customer, employee, and product experience by allowing users to create surveys with brand aesthetics and intelligent content. The platform provides valuable insights through an intuitive dashboard, custom reports, and text and sentiment analysis. Survey Monkey offers an omnichannel survey experience that allows users to access data from anywhere. The platform centralizes data for a holistic view of customer interactions.
- SurveySparrow offers an omnichannel survey experience that allows users to access data from anywhere. The platform centralizes data for a holistic view of customer interactions.
- The SurveySparrow dashboard provides an overview of key metrics and customer feedback. Users can also view custom reports generated in real time based on the user’s preferences.
- Users can create surveys with brand aesthetics and intelligent content. SurveySparrow provides valuable insights through an intuitive dashboard, custom reports, and text and sentiment analysis.
- SurveySparrow helps you manage customer, employee, and product experience.
- The platform is easy to use and provides an omnichannel view.
- It has an intuitive dashboard: Provides an easy way to manage tasks and automate workflows.
- SurveySparrow is affordable and easy to use: SurveySparrow is cheap, easy to use, and has a user-friendly interface.
- The company size doesn’t matter: SurveySparrow can be used by small businesses or large corporations.
- Limited survey options: SurveySparrow only allows users to create surveys with a limited number of options.
- Limited customization: Users cannot customize the survey theme or font, and there is no ability to upload images.
- Automated workflows are not centralized: Data is not centralized but scattered across different platforms. This makes it difficult to understand customer sentiment across all touchpoints.
- Potentially harmful conversations: With its omnichannel view, SurveySparrow allows potentially harmful discussions to take place without users knowing it.
SurveySparrow charges an annual subscription of $29 per user. The company also has a free trial available.
NiceJob is a customer experience software platform that helps businesses get great reviews, referrals, and sales. The venue is easy to use and has many features to improve your website’s conversion rates and SEO. NiceJob also offers a variety of tools to help employers find and hire the best professionals.
- Recruitment: NiceJob provides a database of candidates that can be searched by employer or job title and other criteria. The platform also allows employers to post jobs and manage them through the entire hiring process, from publishing to screening candidates to scheduling interviews.
- Employee Engagement: NiceJob offers a variety of employee engagement tools to help businesses retain employees and improve their performance.
- Performance Management: NiceJob offers a variety of tools for employers to manage employee performance, including goal setting, employee surveys, and 360-degree feedback.
- Time & Attendance: NiceJob offers a variety of tools for businesses to manage employee time and attendance, including an online time clock system that allows employees to clock in and out from their desktop or mobile devices.
- Employee Onboarding: NiceJob offers a variety of tools to help businesses manage employee onboarding, including an online orientation program that allows new hires to learn about their employer before they start work.
- NiceJob is easy to use and affordable: NiceJob offers an easy-to-use reputation marketing platform that’s affordable for businesses of all sizes.
- You can also improve your website’s conversion rate: With NiceJob’s tools for lead generation & SEO, you can improve your website’s ability to convert leads into customers.
- NiceJob is an excellent resource for finding similar job postings: NiceJob offers you access to a wide variety of job postings, so you can easily find the perfect position.
- NiceJob helps you build your career portfolio: With Nicejob’s help, you’ll be able to showcase your accomplishments (and highlight any gaps in your resume) in an easy-to-use portfolio system.
- Limited services: NiceJob only offers limited services such as reviews, referrals, and SEO.
- Requires a lot of money: NiceJob involves a lot of money to be helpful.
- Limited content: NiceJob only has a limited amount of content.
- Limited reach: NiceJob is not very popular, and its content is not widely-read or viewed.
The subscription starts at $5 per month. However, you will need to pay $39 per month to use all of its features.
Pixis Insights offers an overview of the latest UI/UX trends. This research is based on feedback from targeted users. The company aims to take away the guesswork in user research and get direct feedback that can help guide product development. Pixis Insights provides a platform where companies can run their user research studies. The tool’s interface is simple to use, and it includes several features that make the process of running a survey easy.
- It allows companies to create surveys and polls for their users. It helps in creating customized questions with options for free text answers.
- The tool is integrated with Google Analytics, which allows companies to track their user research activities and get insights into what users are doing on their websites or applications.
- Pixis Insights UI/UX Testing is an all-in-one user research tool: Pixis Insights UI/UX Testing is an AI-led user research tool that lets you see your products through your customer’s eyes.
- Empowers every brand with direct feedback from targeted users: With Pixis Insights UI/UX Testing, companies can take away the guesswork in user research and get immediate feedback from targeted users.
- Allows you to target specific demographics: You can also target specific demographics with Pixis Insights, such as males or females, millennials or Gen Zers, etc.
- Pixis Insights UI/UX is easy to use and understand: The interface and features of Pixis Insights UI/UX are easy to understand for both beginners and professionals.
- The testing platform is expensive: The Pixis Insights UI/UX testing platform costs $5,000 per project.
- Limited Feedback: The Pixis Insights UI/UX testing platform only offers limited feedback from targeted users.
- Limited usefulness: The examples are not very helpful in understanding the tool.
- Difficult to find information: Information about using Pixis Insights UI/UX is difficult to find and is not well organized.
The full version costs $499 per month.
HappyOrNot is a website that helps companies improve their operational performance by providing real-time feedback. HappyOrNot provides a 360-degree view of customer sentiment, assisting companies in making better decisions. The website offers a variety of features, such as the ability to compare products and read reviews from other users.
- Real-Time Feedback: HappyOrNot’s real-time feedback option allows customers to provide their opinions on various topics and products, such as customer service, wait times, and product quality. The feedback is compiled in a single score, called the Net Promoter Score (NPS), and can be viewed on a 1-to-10 scale.
- Customer Reviews: The review section of HappyOrNot allows customers to write reviews on products, services, and brands. The site also provides various tools to enable users to see what others have said about their experiences.
- Customer Survey: Customers can fill out surveys on HappyOrNot, which are then compiled into a single score based on their answers to questions regarding customer service and overall satisfaction.
- Market Research: The market research provided by HappyOrNot is based on the NPS method, which asks customers how likely they are to refer a company or product to others on a scale of 1 to 10.
- Social Media Monitoring: HappyOrNot provides social media monitoring and analytics, allowing companies to monitor their customer’s social media activity and respond accordingly.
- HappyOrNot helps companies improve their business performance: HappyOrNot provides real-time feedback insights that help companies improve their operations.
- HappyOrNot is affordable and easy to use: Affordable and easy-to-use solution for businesses of all sizes.
- HappyOrNot offers operational excellence measurement, employee engagement insights, customer feedback monitoring, etc.
- HappyOrNot offers a variety of content options: You can find articles about anything you want.
- Expensive: The cost of the HappyOrNot solution is costly.
- Requires a lot of time and effort: It takes a lot of time and effort to use the HappyOrNot tool.
- Limited selection: The selection of products is limited and may not be suitable for all users.
- No customer reviews: There are no customer reviews to help you decide whether or not to buy a product from HappyOrNot.
The pricing plan for HappyOrNot is $6 per month for unlimited users. You will have to pay $19.99 per month to unlock more features.
SurveyMonkey is a software platform that helps you design and create surveys for your target audience. You can use SurveyMonkey to collect feedback data, analyze it, and act on it. SurveyMonkey is designed to reach customers when they are receptive.
The SurveyMonkey interface can be customized, but there are limitations to the customization abilities. If customization is a concern, some alternatives to SurveyMonkey may be more appealing.
- A question bank with over 1000 questions in 25+ languages is suitable for various industries.
- Security features to prevent sharing of survey links and protect data.
- The A/B testing feature allows users to test different versions of the same survey with a single click.
- Customization of the survey template, which gives users the ability to change fonts and colors.
- A free version allows one-time surveys with no time limit and up to 10 questions.
- A paid version gives access to more features, such as unlimited surveys and responses, advanced analysis tools, real-time reporting, and alerts.
- SurveyMonkey is a turn-key NPS solution: Offers convenient features designed to collect, analyze and act on feedback data.
- The platform has an extensive question bank: Offers many inbuilt and customizable questions.
- It reaches customers when they are receptive: Designed to reach customers when they are open-minded and responsive to your surveys.
- SurveyMonkey has a secure platform: SurveyMonkey protects your data with the best security encryption.
- You can customize surveys: SurveyMonkey allows for the customization of surveys to make them more personal and relevant to you.
- Limited target audience: SurveyMonkey can only be used to survey people who fall within the defined target audience.
- No trigger options: You cannot specify when or how you would like your survey to be triggered.
- The question bank is limited: The question bank of SurveyMonkey is limited in terms of the number and variety of questions it offers.
- An interface can be cluttered: The survey interface can be cluttered and difficult to use.
- Security encryption may not be desired: Some people might not want security encryption on their survey platform.
For a limited amount of time, you can also get their premium plan for $39 per annum.
Intercom is a customer experience software platform that helps businesses acquire, engage, and support customers. Intercom’s bot-based algorithm helps target emails and messages to specific customers. Intercom’s help desk is integrated into the app and offers support to customers through push and in-app messages.
- Intercom’s help desk is integrated into the app and offers support to customers through push and in-app messages.
- Use outbound messages to encourage customers to take action and convert visitors into loyal customers.
- The Intercom Messenger is fully customizable and can be used to communicate with customers in context.
- The Resolution Bot can automatically answer customer questions and resolve issues for your team.
- Integrate external data with Intercom to automate customer service.
- It has an easy-to-use interface: Intercom’s interface is simple and easy to navigate.
- It offers targeted messaging: The platform sends targeted emails, push messages, and in-app messages to your customers for increased engagement rates.
- Intercom has many reviews and is considered one of the best chat platforms.
- The platform offers a variety of features, including group chats, voice calls, video calling, and more.
- You can also use the Intercom to stay connected with your clients or customers quickly and efficiently.
- Ineffective bot-based algorithm: The bot-based algorithm is inefficient and does not work well.
- Limited reach: Intercom is only meant for sales and marketing. It has limited space and cannot be used by other departments in the company, such as HR or IT.
- Not user-friendly: The design of the interface makes it challenging to find what you are looking for, making it hard to interact with the system.
- Poor features: While some of the features offered by Intercom are useful, others are not well-designed or functional.
Intercom offers a free plan with limited features. The paid plan starts at $8 per month for up to 500 users, and there is also a 30% off discount available on Intercom for the free plan.
Freshdesk is an omnichannel customer experience software that helps businesses automate their support operations. It is powerful and simple, allowing companies to focus on delivering an excellent customer service experience. Freshdesk will enable firms to set up bots and build knowledge base widgets to help customers or agents find their required answers quickly. The software is easy to use and tracks team performance, assisting businesses in customizing reports and dashboards to measure customer satisfaction.
- Track customer satisfaction with surveys and heat maps.
- Build knowledge base widgets for self-service.
- Manage multiple support channels.
- Analyze customer service metrics.
- Create and assign tasks to agents (assign tickets).
- Share files with customers.
- Build a knowledge base for FAQs and articles.
- Freshdesk is a powerful customer experience software that is simple to use.
- Freshdesk automates support operations so you can focus on delivering a better customer support experience.
- The platform is easy to understand and straightforward, boosting productivity by reducing distractions for the team supporting customers.
- You can learn more about the software by experiencing its features and using it free of charge during your 21-day trial.
- Limited customer support options: Freshdesk only allows support through chat, web, social media, phone, and email.
- Limited team productivity: The user interface is straightforward and unintuitive, which may hamper team productivity.
- Limited customer satisfaction: Customer satisfaction with Freshdesk may be limited due to the limited customer support options and unintuitive user interface.
- High price: The Freshdesk paid plan is expensive.
The Freshdesk pricing plans are Free, Plus ($19/user/month), and Premium ($99/user/month).
What are the benefits of using a customer experience management solution?
- Increases satisfaction scores: With a unified customer experience management system, your business can increase satisfaction scores by understanding and improving the customer experience across the entire customer journey.
- Reduces costs: A single customer experience management system will save your teams from having to train on different systems (e.g., in transfers), which can be costly and time-consuming.
- Provides internal consistency: The organization measures customer experience using the same metrics, giving clarity to leaders and teams about where they are impacting customers positively or negatively.
- Provides visibility into areas of impact: Leaders and teams have complete visibility into which areas of the business negatively impact customers most, allowing them to take corrective action quickly.
- Provides a leading indicator of business performance: The customer experience management solution can measure customer satisfaction across interactions and relationships.
- Helps to improve customer relationships: The solution helps to improve customer relationships by measuring how customers are feeling about their experiences with your company.
What is customer experience management software?
Customer experience management software helps companies manage customer interactions and feedback. The software should enable the company to take direct action in response to customer experience data. Customer experience management software allows companies to improve customer interaction and feedback. Examples of customer experience management software include ticketing and notifications systems and closing the loop with customers by contacting them directly.
Why customer experience (CX) matters?
The customer experience (CX) is the sum of all customer interactions with a company. CX includes every touchpoint, from first finding out about a product or service to purchasing post-purchase customer service.
CX is important because it affects how customers perceive your company. A positive CX can lead to customer loyalty and increased sales, while a negative CX can result in customers taking their business elsewhere.
To create a positive CX, companies must deliver personalized and pleasing interactions at every customer touchpoint. This can be achieved by ensuring that marketing campaigns align with customer wants and needs, eCommerce is easy to use, and effective service processes.
Organizing and making accessible customer data is key to achieving great CX. By understanding what customers want and need, companies can create tailored experiences that will keep them returning for more.
What are some common mistakes made when buying a customer experience management solution?
When looking to purchase a customer experience management solution, avoid making these common mistakes:
Not understanding your needs: Make sure you clearly understand your goals for customer experience management before buying a solution.
Not considering the costs: Be aware of the potential costs of a customer experience management solution, such as implementation, monitoring, and support.
Not considering key features: Consider the key features you need in a customer experience management solution.
Not asking questions: Be sure to ask questions during demos and get input from other stakeholders.
Not implementing correctly: Ensure to properly implement and monitor a customer experience management solution to see the benefits.
What is a good customer experience?
The customer experience (CX) refers to a customer’s experience when interacting with a company. This can include all touchpoints, from marketing campaigns to loyalty programs and customer service.
Good CX means making it easy for customers to purchase from you, simplifying buying processes, providing self-service customer service options, and being available through multiple channels. Customers today expect engagement across online, in-person, and mobile channels. To meet these expectations, brands must be able to connect data from all systems to provide a seamless, related, and personalized experience.
Define bad customer experience (CX)
Bad customer experience can be defined as anything that frustrates, annoys, or makes it difficult for customers to do business with a company. To avoid bad customer experience, companies must create easy-to-use websites and self-service options, simplify their buying processes, and offer multiple engagement channels. They should also anticipate customer needs and reward them with loyalty programs. Corresponding data can help companies provide a seamless, connected, personalized customer experience.
How does customer experience software work?
Customer experience software allows businesses to gather, organize, and track customer feedback. This feedback can be analyzed to provide valuable insights into the customer’s needs and how well the company is meeting those needs. The customer experience software can also help businesses predict customer retention, loyalty, and repurchase rates. By tracking customer data and their interactions with the company, businesses can determine which strategies are working and which need improvement.
Key considerations for purchasing customer experience software
When purchasing customer experience software, businesses should keep their specific needs in mind. They should consider the features and capabilities of the software, as well as the company’s track record and customer feedback. It is also essential to test the software before purchasing it to ensure it meets your needs. Other factors to consider include the type of customer experience you desire, the price of the software, and its scalability and adaptability. Finally, ensure your customer experience team can integrate and use the software successfully.
Customer experience is critical for businesses of all sizes. The right CX software and management solution can help you deliver an exceptional customer experience.
We hope you enjoyed our list of the top 23 best customer experience software and management solutions. Please contact us if you have any questions or want to learn more about customer experience. We’d be happy to chat with you!