Customer experience is the sum of all customer interactions with your company, from their first point of contact through to post-purchase follow-up. Creating a great customer experience is essential for any business that wants to retain and grow its customer base.
Many factors contribute to a positive customer experience, and one of the most important is using customer experience (CX) tools. CX tools are software applications that help businesses gather customer feedback, analyze customer data, and track customer interactions. They can also help businesses automate and improve their customer service processes.
Choosing the right CX tool can be a challenge, as there are many different options on the market. To help you choose the best CX tool for your business, we’ve compiled a list of the best options for 2022.
1. Salesmate
Salesmate is a powerful CRM & Unified Customer Platform for sales, marketing, and CX teams that want to improve their customer experience.
For marketing, Salesmate helps you in lead generation and lead nurturing. For sales, it helps you in sales conversations, negotiations, and closing. It provides excellent tools like Shared Team Inbox, Live Chat, and Chatbots for customer success teams.
Salesmate can witness your entire customer journey from start till the end (a loyal customer). Advanced automation in Salesmate lets you automate difficult parts of your customer journey and put them on auto-pilot.
Pricing
Salesmate provides a free trial for 15 days.
- Starter plan – $12/user/month
- Growth plan – $24/user/month
- Boost plan – $40/user/month
- Enterprise plan – Custom pricing
2. Clarabridge
Clarabridge is a central center for customer feedback that enables you to hear the crucial input regardless of the volume you get. Regardless of the input source (social media, email, chat, surveys), you can channel it and modify your website accordingly.
A Natural Language Processing engine that collects and organizes data gives enterprise clients, who receive a lot of feedback, a competitive edge. Clarabridge provides sophisticated sentiment analysis with pre-built templates for various industries or touchpoints to reduce preparation time.
Data suggest that the stakeholders are alerted in real-time when something unexpected happens. The software offers a broad range of integrations, including Salesforce, Adobe, and Oracle.
Pricing
- Price is not mentioned on the website.
3. Birdeye
Birdeye is a one-stop shop for customer experience management. More than 80,000 businesses use Birdeye to find new leads, convert them into customers through Webchat and Payments, and delight their clients with Surveys, Ticketing, and Insights in one place every day.
Birdeye integrates with your existing systems, so you can make the most of your data. Birdeye helps you turn your customers into your best advocates.
You can delight your customers with an easy-to-use survey tool that’s built into Birdeye’s all-in-one platform. You can also track customer sentiment in real-time to take action quickly to prevent churn.
Pricing
- Birdeye’s pricing starts at $299 per month for a single location.
4. Infobip
Infobip is a global cloud communication platform that enables businesses to build engaging customer relationships at every stage of the customer journey. Infobip’s omnichannel solutions include SMS, voice, chat, email, and push notifications.
With Infobip, you can segment your customers, so you can send them personalized messages that are relevant to their needs. You can also track customer engagement to identify opportunities to improve the customer experience.
Infobip’s pricing is based on the number of contacts and the message volume. Infobip offers a free trial for businesses that want to try out the platform.
Pricing
- Price is not mentioned on the website.
5. Alida
Alida is a customer experience management and insights platform that supports your company’s development strategy by allowing you to gain insight into how customers evaluate your products and services, gather data on customer satisfaction, diagnose issues faster, and validate product improvements quicker.
Alida Total Experience Management (TXM) combines various information to manage your clients’ overall experience in one platform, allowing you to optimize customer, employee, product, and brand experiences.
Alida helps you to get 10x more valuable insights and response rates 10x faster at a lower cost of ownership and 10x ROI.
Pricing
- Price is not mentioned on the website.
6. Lumoa
Lumoa revolutionizes customer feedback analysis for businesses. While metrics like NPS, CSAT, and online ratings are commonly used to gauge customer satisfaction, identifying the actions that truly influence these metrics can be challenging.
Lumoa simplifies the process by automating the analysis of customer interactions. The solution effortlessly consolidates data from various sources, sifts through vast amounts of information, and extracts valuable insights.
By effortlessly identifying the factors that have the greatest impact on key metrics, Lumoa empowers companies to make data-driven decisions with confidence.
Pricing
- Starts free with 1000 responses
7. Netomi
Netomi is a customer experience management platform that helps businesses understand and improve their customer’s journey. Netomi uses AI to analyze customer feedback and identify issues in the customer journey.
Netomi offers a range of features, including a customer feedback management system, surveys, reporting, and integrations with popular CRM software. Netomi’s pricing is based on the number of surveys and responses.
Pricing
- Price is not mentioned on the website.
8. Qualtrics XM
Qualtrics XM is a customer experience management platform that helps businesses collect and analyze customer feedback. Qualtrics offers a range of features, including survey design, automated reporting, and integration with popular CRM software.
According to the Butterworth framework, the goal is to hear and comprehend clients at every significant touchpoint. Conversations may be started with anything from email to SMS, web, mobile apps, wearables, or IoT devices.
Qualtrics pricing is based on the number of surveys and responses. Qualtrics offers a free trial for businesses that want to try out the platform.
Pricing
- Price is not mentioned on the website.
9.ResponseTek
ResponseTek is a customer experience management platform that helps businesses collect and analyze customer feedback. ResponseTek offers a range of features, including survey design, automated reporting, and integration with popular CRM software.
The goal is to increase customer retention and grow advocacy by reducing churn, driving product development, and optimizing marketing efforts. ResponseTek’s pricing is based on the number of surveys and responses.
ResponseTek offers a free trial for businesses that want to try out the platform. You can get access to targeted questionnaires from RespondTek.You may research customers randomly after they’ve taken various actions, such as finishing or abandoning a form.
Pricing
- Price is not mentioned on the website.
10. Satmetrix
Satmetrix is a customer experience management platform that helps businesses collect and analyze customer feedback. Satmetrix’s goal is to help you increase customer retention and grow advocacy by reducing churn, driving product development, and optimizing marketing efforts.
Business intelligence solutions, like Sitmetrix, help you understand the link between consumer action and business success. You may also post favorable comments from clients on social media right away.
Satmetrix provides surveys with sophisticated features such as location, sector, and product segmentation to better understand the consumer mood. Satmetrix provides an enterprise-grade private virtual cloud with more assistance for commercial customers.
Pricing
- Price is not mentioned on the website.
11. Genesys Cloud
Genesys Cloud aims to offer a more comprehensive toolset for agents to create more personalized, empathetic customer experiences by touting its all-in-one form, a wide range of native capabilities, and an easy-to-understand interface that is simple for agents to master. Genesys has three solutions in the predictive engagement category: Cloud CX, Multicloud CX, and DX.
Genesys empowers businesses to provide proactive, predictive, and hyper-personalized experiences to enhance their customer connection across every marketing, sales, and service moment on any channel while also increasing employee productivity and engagement.
By using modern revenue velocity technology to reimagine the back-office, Genesys enables real intimacy at scale to promote customer trust and loyalty.
Pricing
- Price is not mentioned on the website.
12. Adobe Experience Manager
Adobe Experience Manager is a platform that enables organizations to design, manage, deliver, and optimize tailored content for consumers. The tool’s artificial intelligence capabilities speed up the content production process, allowing teams to scale across all channels.
It offers insights into the performance of each page, such as content suggestions and web analytics data, allowing businesses to make better content choices. The AEM platform also offers a range of integrations, such as with Adobe Creative Cloud and Adobe Marketing Cloud.
Experience Data Model is a framework that helps you build custom experience-driven applications. It includes the tool and APIs to assist you in developing your own unique experience-related software.
Pricing
- Price is not mentioned on the website.
13. Medallia
Medallia provides a cloud-based platform for Customer Experience. It includes data collection and benchmarking tools, as well as customer recovery and data integration capabilities. It will provide real-time details with detailed insights.
Using event-based triggers, Medallia Conversations enables companies to have immediate interactions with their clients and interact with them in real-time through popular messaging platforms like SMS and Facebook Messenger.
Medallia’s SaaS solution gathers and analyzes signals at every interaction point to create loyalty at every stage of the client journey.
Pricing
- Price is not mentioned on the website.
14. Delighted
Delighted, a cloud-based customer experience (CX) management solution, helps small and large businesses gather and evaluate consumer feedback by using surveys on various platforms. Customers can rate customer happiness using Net Promoter Score (NPS), Customer Satisfaction Index (CSAT) ratings, five-star evaluations, smileys, and emoji reactions.
Customers get unique thank you messages after submitting their answers and additional steps to complete the loop. Real-time role-based dashboarding, pre-developed reports and AI-driven survey text analysis help speed up feedback evaluation by providing insights that need action.
Delighted integrates with several third-party platforms, including Intercom, Shopify, Slack, Klaviyo, Zendesk, Chatdesk, and others. It also has apps for iOS and Android.
Pricing
- Free – $0/mo
- Premium – $224/mo
- Premium Plus – $449/mo
15. Feefo
Feefo offers marketers the tools they need to make better decisions and improve customers’ experiences, allowing them to access valuable data from genuine customer comments.
The software provides businesses with the ability to monitor customer sentiment in real-time, as well as understand what is driving it. With this knowledge, they can take steps to improve the customer experience and make better business decisions.
Feefo also offers many integrations, such as with Salesforce, Google Analytics, and AdWords.
Pricing
- Contact sales for pricing.
16. Zendesk
Zendesk is a sophisticated and adaptable customer support system. It’s a flexible platform that any size company can use. Zendesk has security, help desk software, ticketing systems, knowledge bases, and community forums, among other things.
It includes security elements for application security, product security, and data-center and network protection. Knowledge management software from Zendesk will enable you to translate stories into 40 distinct languages.
Zendesk’s customer care solution will help you develop connections and enhance communication. It contains features such as a Ticketing system, Knowledgebase, Community forums, etc.
Pricing
- Suite Team – US$ 49 per agent/month
- Suite Growth – US$ 79 per agent/month
- Suite Professional – US$ 99 per agent/month
17. Sprinklr
Sprinklr’s unified customer experience management platform (Unified-CXM) employs cutting-edge AI to produce insight-driven solutions and superior client experiences.
Customer service agents are better equipped to manage cases and provide a smooth customer experience by combining more than 30 digital channels into one cohesive platform.
Sprinklr lets you manage your content using Asset Management and Campaign Management. Sprinklr is an internet-based tool for managing a complete social media campaign. It has features like social data visualization, content marketing, audience management, etc.
Pricing
- Price is not mentioned on the website.
18. Staffino
Staffino is a platform for customer insight that provides a wide range of modules for sophisticated CX management. It includes a Net Promoter Score (NPS) system, customer satisfaction (CSAT) surveys, customer feedback management, and an engagement module that helps you identify customers at risk of churning.
To maximize client returns, Staffino concentrated on bridging the gap between the staff and customer experiences. Due to its robust and business-focused perspective, unique modules with a newly created methodology for measuring CX have been launched, disrupting earlier CX programs that were useless.
Staffino developed a reliable and professional partnership with numerous national and international corporations.
Pricing
- Contact sales teams for pricing.
19. UserZoom
UserZoom is a cloud-based, all-in-one user research platform. You may gather consumer insights and execute remote unmoderated web and mobile usability testing cost-effectively using UserZoom.
Customers can access a wide range of services from one annual payment, allowing businesses to meet all of their requirements with flexibility. Users who sign up for UserZoom’s free trial are given a launch program that includes installation, training and consulting on integration.
In addition to creating and managing a website, it has a professional services staff that can manage projects and access participant recruitment through its own panel.
Pricing
- Price is not mentioned on the website.
20. Zonka Feedback
Zonka Feedback CX platform is a multichannel survey and feedback software that is changing how academic research is conducted. The right CX metrics can be measured, such as Net Promoter Score, Customer Effort Score, and Customer Satisfaction Score.
Collect feedback and conduct surveys via multiple channels, including the iPad, Android tablets, smartphones, email, and SMS.
View insightful reports to improve customer satisfaction and growth.
Pricing
- Free plan for 15 days
- Essential plan $24/month
- Starter plan $44/month
- Professional plan $79/month
- Growth plan $129/month
- Enterprise plan $629/month
Conclusion
The above are some of the best customer experience management software that you can use to improve your business. Do thorough research and choose the one that best suits your needs. Remember, customer experience is key to the success of any business.
Paying attention to the customer’s needs and wants is essential to maintaining a good relationship with them. Investing in customer experience management software is a wise decision that will surely pay off in the long run.
