The 20 Best Customer Experience (CX) Tools in 2023

CX tools enable companies at all levels to take control of the entire customer journey, effortlessly monitoring and improving customer interactions. Customer Experience (CX), the sum of customer experiences throughout their relationship with a given product or service, is your business’s most important Key Performance Indicator.

A customer’s journey involves many touch points, from arriving on the website to making an online purchase, making contact, and viewing product or service details on internal pages. In the latest NTT survey of over 1,300 brands, 45% ranked customer experience as one of the top three differentiators, for the eighth year running.

To deliver an exceptional customer experience, you must help your customers at every stage of their journey, whether they notice it or not.  With the right CX tool, you can refine every aspect of the customer journey and create delight. CX tools offer many benefits:

• Help you interact with customers and guarantee their satisfaction.
• Collect feedback.
• Solve customer problems.
• Collect invaluable data from different touchpoints, enabling you to understand customer preferences.

In short, a solid customer experience tool will enable companies to increase customer satisfaction, loyalty, and engagement.

In this article, we look at the top 20 customer experience tools that will help you provide an exceptional customer experience throughout the customer lifecycle and create a natural competitive edge.

What Is The CX Tools Customer Experience Tool?

CX Tools or Customer Experience Tools, CX Tools, CEM, or CMX, are software programs that collect customer feedback data, monitor, measure, and improve the customer experience to increase customer satisfaction and improve sales and marketing results.  CX Tools typically includes functions such as:

– website tracking and analysis

– Obtain actionable information

– Comprehensive customer analysis

– Analysis of product experience and customer sentiment

– Customer reception

– Customer service

-Workflow automation

The 20 Best Customer Experience (CX) Tools in 2023

Here are the top 20 CX tools of 2023.

1. Zendesk

Zendesk is an all-in-one customer support platform that provides a cross-channel customer support system for businesses at all stages of growth, from new startups to large enterprises.  Zendesk aims to be the only customer support platform you need from the moment you register your business to its full maturity and beyond.

 Its customizable interface allows companies to tailor the software to their operational needs, ensuring a seamless experience for customers and support agents. Users can track customer interactions and monitor indicators such as response time and customer satisfaction, giving them the information they need to improve their customer service continually.

 Zendesk’s cross-channel support system covers you for email, social media, live chat, messaging, phone calls, and chatbots. The platform also provides comprehensive CX tools to create and manage a help center for your customers, including intelligent recommendations to help customers find their most valuable resources. You get a separate toolbox for creating a customer knowledge base, including a WYSIWYG editor, SEO tools, and publishing features to help you create, update, and manage all your content.

 Key features:

 -Ticketing system: enables companies to efficiently manage and resolve customer inquiries, complaints, and support requests.  It enables transparent tracking of customer interactions, promoting rapid response and problem resolution. The ticketing system also features customizable templates, enabling companies to tailor responses to their brand voice and tone. Users can quickly classify, tag, and assign tickets and add common messages and solutions to answers, improving efficiency and overall response times. 

 -Agent Workspace: acts as the control center of your customer service network, helping team members to manage cases, prioritize tickets, and direct issues to the right professional for each situation.

 – Email management: An all-in-one inbox means that conversations between channels, greeting options, and departments can be unified in one place.

 – Customer tracking and reporting: Measure and analyze customer history, behavior, and service metrics.

 – Cross-channel support: assist everywhere via messaging, live chat, social networks, email, or voice.

 – Customer conversations: deliver conversational support most conveniently for your customers via social media, AI chatbot, live chat, email, voice, SMS (yes, text messaging still exists!), and much more.

 – Automated workflows: allow you to respond immediately to issues, direct customers to valuable resources, and send prepared responses to simple and typical situations that don’t require personal interaction. 

 – Customer insight: leverage data and analytics to measure and improve customer experience.

 – CRM: Explore the full context of where your prospects and customers are in their buying journey.

 Pricing:

 – Support Team: $19 per agent/month, billed annually.

 – Support Professional: $49 per agent/month, billed annually.

 – Enterprise Support: $99 per agent/month, billed annually.

 2. HubSpot

HubSpot is one of the CX tools for any business. Yet, it remains the best CRM for turning user feedback into a better customer experience, and its Marketing Hub is the most comprehensive toolbox for inbound marketing. With the Service Hub, HubSpot offers conversational tools, help desk automation, and customer feedback surveys – all powered by a CRM – to give companies a unified view of every customer interaction. 

It also offers advanced, detailed reporting that can easily be shared with any team member or stakeholder.

Key features:

– Free CRM: HubSpot has developed one of the best customer relationship management (CRM) platforms and even offers it for free.

– Inbound marketing: Capture more leads with HubSpot’s Suite of inbound marketing features and tools.

– Sales automation: Nurture your leads and close more deals by automating critical sales processes.

– Email marketing: Send targeted emails at every customer journey stage.

– Content Management System (CMS): Easily create websites and manage your content with CMS Hub.

– Chat: Add live chat and chatbots to your website for lead generation and customer support.

– Customer service: integrated customer relationship management (CRM), conversational AI, and more help transform knowledge into a better customer experience.

– Customer feedback: can be collected through NPS, CSAT, CES, and personalized surveys, which can then be used to create a better customer experience. Conversational intelligence automatically captures the details of each call so that teams can discover the “why” behind their performance.

-Contact scoring: enables companies to assign scores to their contacts to monitor their customers’ health and prioritize awareness and follow-up actions.

-Customer portals: enabling customers to take ownership of their service experience and providing an anchor point where customers can interact with support and service teams.

– Automation and reporting: a ticketing system, analytics, and partially automated customer service help support your team’s capability.

Pricing:

HubSpot’s Service Hub starts at $17/month. You can try it for free.

– Free plan available.

– Starter: $20/month.

– Professional: $500 per month.

– Enterprise: $1200 per month.

3. ActiveCampaign

 ActiveCampaign is designed to help you drive growth with customer experience automation by integrating your email marketing, CRM software, sales team, and customer support into a single system. ActiveCampaign builds on its industry-leading automation technology to help you convert more prospects into paying customers and maximize customer value after the initial purchase through loyalty, repeat purchases, up-sell, and cross-sell campaigns.

 The platform integrates your marketing and sales processes into a coherent, automated system that improves the quality of your leads and helps you turn more of them into closed deals. ActiveCampaign’s customer support and intelligent analytics help you retain customers longer and generate more revenue from each one.

 Key features:

 – CRM: The Customer Relationship Management (CRM) tool, which includes all your customer and prospect data, is the primary user interface for ActiveCampaign’s CX tool, helping you to exploit prospect and customer data throughout their customer journey fully.

 – Email marketing: Nurture prospects throughout the buying process and maximize customer value with intelligent, automated email campaigns.

 – Marketing automation: Capture more leads without increasing your workload with automated marketing campaigns.

 – Sales automation: Make more deals, keep your leads warm, and prioritize your most valuable prospects without tiring yourself out.

 – Customer care: Satisfy your customers, keep them buying longer, and deal more quickly with issues that could lead to churn.

 – Chat: Set up live chat or chatbots on your website to offer users a faster point of contact.

 – Lead scoring: ActiveCampaign’s machine learning system intelligently evaluates leads based on probability of conclusion and projected value.

 – Customer health scores: Track customer health scores automatically and intervene when customers risk changing their minds.

 – Personalization: personalize the customer experience with website personalization, customized email campaigns, and intelligent product recommendations.

 Pricing:

 Marketing:

 – Lite: $9/month for up to 500 contacts, but increases to $29/month for 501 to 1,000 contacts.

 – Plus: $49 for three users/month, billed annually.

 – Professional: $149 for five users/month, billed annually.

 – Enterprise: contact the sales team.

 Sales:

 – Plus: $19 per month, billed annually.

 – Professional: $49/month, billed annually.

 – Enterprise: contact the sales team.

 4. Salesforce 

 Salesforce Service Cloud is a CRM platform that enables you to automate all your customer support processes. The helpdesk software, which offers a highly customizable user interface, features an AI-powered chatbot that proactively responds to customer queries.  As a result, customer service waiting times and even the workload of the customer support team is reduced. The platform provides a complete overview of the user at every touchpoint in the customer journey.

 Key features:

 – Use a self-service portal to direct customers to relevant items. 

 – Automatically route customers to the most qualified agents for top-quality service.

 – Automate repetitive tasks to improve customer service efficiency.

 – Efficient customer information

 – Agent-friendly information

 – Omnichannel tracking

 – Suitable for enterprises

 – Numerous productivity tools

 Salesforce is designed with AI-powered chatbots and can be enabled on any medium, such as web chat, mobile chat, or social media messaging. 

 Pricing:

 – Starter: $25 per user/month, billed annually.

 – Professional: $75 per user/month, billed annually.

 – Enterprise: $150 per user/month, billed annually.

 – Unlimited: $300 per user/month, billed annually.

 5. Adobe Experience Manager

  Adobe Experience Manager tool combines a digital asset management system with a unique CMS that helps companies create, manage, distribute, and optimize personalized content for customers using a combination of digital asset management and content management system capabilities.  Its AI capabilities accelerate content generation, enabling teams to adapt quickly to all channels.

 Key features:

 – Advanced content management system: Ensures personalized, consistent content for every customer, using web analytics and SEO recommendations, enabling companies to make better content decisions.

 – AI and machine learning capabilities: that leverage unified customer profiles to deliver tailored experiences.

 –Digital asset management: Adobe Experience Manager Assets lets you find, adapt, and distribute assets faster, thanks to automation and intelligent tools.

– Digital registration and forms: Adobe Experience Manager Forms creates responsive forms for a seamless customer journey, from acquisition to retention.

 -Cloud service: Offers native integration between Adobe Creative Cloud applications and services that delivers optimal performance and security and enables teams to connect, create, and communicate without switching between applications.

 -Learning Manager: Adobe Learning Manager supports customer engagement, sales growth, partner training, and employee skills development.

 –Digital Guides: Adobe Digital Guides enable the development of content creation, efficient management, and fastest publishing.

 – Responsive web design: streamline and reuse content across all devices, enabling a single web experience across multiple devices.

 6. Genesys

Genesys Cloud is a complete cloud center solution designed to increase satisfaction, boost employee retention, and improve business results. Genesys Cloud, an easy-to-use CX tool, highlights its all-in-one design, which includes a wide range of native capabilities and an intuitive, easy-to-learn interface for agents to create more individualized and empathetic customer experiences. Predictive engagement with three solutions is offered by this customer experience management tool: 

 Cloud CX, Genesys Multicloud CX, and Genesys DX.

 Key features:

 – Customer journey management: gives agents all the information about the people who contact them, enables them to respond in a personalized way, and uses customer data as a guide for new interactions.

 – Modern speech analytics software: enables companies to leverage the content of all calls, including complete voice transcription and phrase speech recognition.

 Price:

 – Genesys Cloud CX 1 (voice): $75 per user, billed annually.

 – Genesys Cloud CX 2 (Digital): $95 per user, billed annually.

 – Genesys Cloud CX 2 (Digital + Voice): $115 per user, billed annually.

 – Genesys Cloud CX 3 (Digital + WEM): $135 per user, billed annually.

 – Genesys Cloud CX 3 (Digital + WEM + Voice): $155 per user, billed annually.

 7. Qualtrics

Qualtrics offers a range of customer experience optimization platforms that enable companies to gain a complete picture of their customer’s experiences and take action needed to make a significant impact, thanks to its robust listening engine, predictive intelligence, analytics capabilities, and closed-loop action capabilities.

 Using this CX tool, you can connect with your audience via any medium, such as SMS, email, the web, or mobile applications. The system also features its own predictive AI engine, iQ, which identifies trends and patterns so your team doesn’t spend unnecessary time digging through data for insights. 

 Natural language processing analyzes customer messages to identify sentiments, recurring themes, and problems you must solve.

 Key features:

 – Qualtrics iQ: With powerful AI, machine learning, and natural language processing, Qualtrics iQ analyzes data to identify areas for improvement and suggest future actions proactively.

 – Automated actions: XM Automated Actions suggests recommended actions to the appropriate people and teams so they can react accordingly, increasing efficiency through automation.

 – Social listening: A complete set of listening tools to gather real-time feedback, including device/IoT management, social media feedback and sentiment, and email surveys.

 – Journey optimization: Analyze the customer journey and optimize each step to maximize engagement, satisfaction, and loyalty.

 – Customer insight: Capture the voice of the customer using multiple channels at every touchpoint along the customer journey.

 – Predictive insights: Discover trends, patterns, and critical drivers of customer loyalty with Qualtrics’ predictive intelligence engine.

 Pricing: 

 You must contact the supplier to obtain a contract.

 8. Freshdesk 

 Freshdesk is an omnichannel customer support platform designed to build lasting relationships with your customers. Freshdesk ensures that your customers always receive fast, accurate service by directing customer requests to the most qualified support staff.

 Freshdesk divides its software offering into several products designed to play a different role in your customer support strategy. It allows you to choose the features and tools relevant to your team. Omnichannel Suite: provides a cross-platform support system to manage tickets and handle customer issues faster across their preferred channels: chat, email, social, messaging apps, and phone.

 Support Desk: provides a collaborative ecosystem for your support team to handle customer tickets more efficiently. Thanks to an in-ticket messaging system, team members can quickly transfer cases to the most appropriate person, and even work as a team on difficult tickets.

 Contact Center: Freshdesk Contact Center facilitates telephone support for local and remote teams. The system includes AI-powered voice bots that can answer calls faster and reduce your team’s workload, enabling them to intervene at critical times and devote more time to high-impact tasks.

 Customer success: integrate data intelligence into your customer support system. The tool calculates customer health scores and enables you to set up automated workflows for onboarding and renewing customers. Identifying which customers are most likely to drop out, renew, upgrade, re-purchase, and take other vital actions allows you to intervene before problems damage your bottom line and prioritize your most valuable customers.

 Key features:

 –Team inbox: Track and manage incoming support tickets from multiple channels in a single inbox.

– Ticketing system: Thanks to intelligent ticket assignment, you can assign tickets to employees based on their current workload skills or use the “round robin” method.

– Collaboration: work in teams to resolve customer issues quickly and efficiently.

 –Cross-channel support: Support via email, phone, chat, social media, your website, and more.

 –Team management: End-to-end management of your field service operations from Freshdesk.

– Service tasks: Set up service tasks for tickets requiring a response from the field team and track their status through to completion.

– Time tracking: Track time spent in the field using the mobile app automatically and record your billable hours.

– Intelligent ticket assignment: Allocate tickets to agents based on their current workload skills or use the “round robin” method.

 -Automation: Automate key actions, including sending tickets, email notifications, and multiple actions with event triggers.

 Pricing: 

 Freshdesk offers a free plan for its Support Desk platform, covering up to 10 agents, email and social network ticketing, ticket posting, knowledge base tools, and ticket progress reporting.

 Paid plans are:

 – Growth Omnichannel: $29 per agent/month, billed annually.

 – Pro Omnichannel: $59 per agent/month, billed annually.

 – Enterprise Omnichannel: $99 per agent/month, billed annually.

 9. Contentsquare

Contentsquare is another customer experience platform offering various tools for analyzing customer journeys and visualizing results.  Clicktale and Contentsquare, two leading digital experience analytics platforms, have joined forces in 2019 to become “the definitive global market leader in experience analytics.”

Contentsquare is an analytics system capable of measuring actions across the entire customer journey so you can optimize experiences to maximize business results. It offers easy-to-understand information for developers and designers.  The platform, capturing every interaction and micro-gesture on the page, helps companies understand the hows and whys of their customers’ behavior.

It uses AI to automatically identify issues that prevent users from reaching their conversion goals and reveals opportunities to improve your most essential KIPs: retention, revenue, conversions, conversion value, etc. It lets you identify UX and technical issues before they significantly damage your bottom line and test fixes to get things back on track faster.

Key features:

– Customer journey analysis: enabling teams to see how visitors progress through a site, revealing unexpected journey and loop behaviors.

– Heat maps: zone-based ones that visualize how users click on-page elements and convert are essential for understanding what to prioritize.

– Session replay: Reconstruct and analyze individual visitor sessions on your website.

– Difficulty analysis: detect friction areas, indicating where customers are frustrated in the customer journey and why.

– AI insights: Detect problems that prevent users from taking targeted actions on your website.

– Digital Happiness Index: Mesasure your customers’ experience along five dimensions: seamless, engaged, sticky, intuitive, and empowered.

– Revenue opportunities: Identify revenue opportunities automatically to determine which factors should be analyzed first.

– Mobile application analysis: Discover how users interact with your mobile application.

– Merchandising analysis: Find out which products to promote on your website and how to optimize online sales performance.

– Challenge analysis: pinpoint friction and errors that hurt the customer journey.

– Impact quantification: Prioritize issues according to their impact on conversion and sales.

– Mobile app analysis: A toolbox that tracks mobile app experiences and optimizes customer journeys.

As you optimize the customer experience, Content Square automatically tracks your customers’ Digital Happiness Index, which calculates their satisfaction and rates your experience according to five key factors:

 Seamless: Can your customers enjoy a smooth experience, free from technical performance issues?

 Engaged: How interested and satisfied are customers with the content?

 Loyal: Are visitors loyal, and do they return to the site often?

 Intuitive: Is navigation a seamless experience for visitors?

 Empowered: Is it easy for customers to find the right products and services for them?

Alternatively, you can compare your Digital Happiness Index scores to industry benchmarks to see how you stack up against your competitors and identify areas where you can gain a competitive edge.

Pricing:

Contentsquare does not provide pricing information. Depending on your usage expectations, you should contact the sales team or book a demo to obtain a quote.

10. SurveySparrow

SurveySparrow is another CX tool that gathers customer feedback and analyzes their needs throughout the CX journey. It transmits it in easy-to-read charts and graphs while delivering a Net Promoter Score (NPS). SurveySparrow’s NPS survey tool makes tracking customer trends and employee engagement easy. 

SurveySparrow’s omnichannel approach to soliciting feedback enables you to make transforming customers into promoters a seamless process. Using AI technology, SurveySparrow analyzes text responses, identifies recurring themes, and calculates customer satisfaction.

The omnichannel approach allows you to reach your audience by any means, such as a web link, app integration, email, SMS, or QR code.  You can combine the NPS tool with SurveySparrow’s case management function to create tickets and handle customer feedback efficiently.

SurveySparrow’s easy-to-use interface makes the NPS survey creation process a pleasure. SurveySparrow integrates with Salesforce, Freshdesk, HubSpot, Power BI, Zendesk, and MailChimp.

Key features:

– Executive Dashboard: Build relevant dashboards for your survey data and visualize them as you see fit.

– Case management: Easily create, organize, prioritize, and resolve tickets to resolve customer issues or request additional feedback for high-priority cases.

– Surveys: Obtain qualitative information from various survey formats, including recurring surveys, integrated surveys, video surveys, intelligent surveys, and more.

– Conversational forms: Supporting various formats, including chat surveys, conversational surveys, and more, SurveySparrow’s WYSIWYG builder makes it easy to create visually appealing surveys. 

– Customer journey map: Analyze the performance of all your customer metrics and initiatives continuously in a clear, uncluttered visual chart, identify recurring themes, and calculate satisfaction rates using AI technology.

– Audience management: Upload contacts, create personalized lists based on user profiles, and send highly targeted surveys.

– Reporting: Reporting is another SurveySparrow strength, and the platform gives you total control over your feedback data. You can create customized dashboards and reports within the system to prioritize the metrics most important to your business. Real-time reporting means you’re always working with the latest information, and SurveySparrow’s intelligent analysis helps you identify trends faster so your optimization campaigns are always based on solid information.

Visually appealing surveys are easy to create with SurveySparrow’s WYSIWYG builder, which supports various formats, including chat and conversational surveys. 

– Smart Logic: This lets you programmatically remove irrelevant questions from the session based on the answers users have provided to maximize relevance, engagement, and completion rates.

Pricing:

You should request a quote.

From $19/month

SurveySparrow costs $99/month with the CX Basic plan (2 users included).

It offers a 14-day free trial without asking for your credit card details.

11. UserZoom

UserZoom is a complete cloud-based platform for UX (user experience) analysis, which helps you find actual participants and manage mixed-methods research to get all the information you need to deliver excellent customer experiences.  UserZoom enables you to collect customer feedback and conduct cost-effective usability tests remotely, without moderators, over the web, and on cell phones.

UserZoom CX Tool focuses on rapid design iteration, user-centric product decision-making, and tracking user experience performance over time.The system supports various research, test, and experience formats, including click tests, card sorts, live interviews, surveys, and more.

However, before conducting these tests, you must recruit participants – and UserZoom takes care of that. With the platform, you can connect with participants from all over the world, gaining insights into your target audience and creating mature customer experiences that meet the varied expectations of people in different markets.

Key features:

– Live interviews: gather, analyze, and share video information quickly with live interviews for moderated user studies.

– Usability testing: pinpoint problems in the design of a digital product and reveal where improvements can be made.

– Surveys: gather feedback quickly on a large scale, whether open questions (allowing users to respond in their own words) or closed questions (allowing users to choose from a list of questions).

– Card sorting: Ensure that your content is structured so users can understand. It can be carried out early in the design process before creating wireframes or prototypes.

– Free tests: Verify that users can find what they want on your website.

– Click testing: helps inform decisions when designing a new page or product by enabling companies to see where users focus their attention.

– Live intercept: Engage active users on your site or app to participate in a study or join your panel.

– QXscore: Experience score uniquely to assess performance and show impact.

– Participant recruitment: Take advantage of fast, flexible access to over 120 million people worldwide via UserZoom.

With over 120 million participants connected to the UserZoom network worldwide, the platform can help you conduct UX studies like the world’s biggest brands without the usual management headaches. The system’s QXscore provides a holistic measure of the quality of your user experiences by analyzing user behavior and attitudes.

Essentially, QXscore measures the success rate of targeted actions/tasks and compares it to four qualitative attitudes of Appearance, Ease of Use, NPS loyalty and trust. UserZoom’s QXscore gives you a more comprehensive measure of UX quality than a simple analysis of metrics such as conversion rate, NPS, or churn rate.

Alongside the platform’s credentials in recruitment, research, and analysis, UserZoom’s industry-leading security standards are also worth mentioning. UserZoom integrates multiple safeguards to protect you and your users, with the company’s product compliant with SOC2 Type I and SOC2 Type II standards.

Price:

This CX tool offers two plans, but you must contact the vendor for pricing.

12. Userpilot

Userpilot is a product optimization system that will help you optimize the customer experience within your software or mobile app at every stage of the journey. The platform comprises three main toolboxes to maximize growth and revenue through a combination of analytics, in-app messaging, and user feedback:

Growth insights: Track and analyze your product’s growth – understand how different segments use features along the user journey and gain actionable product insights and analytics. Engagement layer: Bring more value to new and existing customers – engage users with personalized experiences in the product to drive user activation, feature adoption, and retention.

User sentiment: Get qualitative feedback from users at scale – conduct in-app micro-surveys to gather information on user feedback at scale. Plus, you can direct users to the most essential features and personalize the experience to help them perform beneficial actions more quickly based on their specified needs during the sign-up and onboarding processes.

Key features:

– Product analysis: Obtain information on product usage, feature adoption, and goal completion in your software.

– Goal tracking: Establish and track goals throughout the customer journey.

– Usage trends: Recognize user trends, behavioral changes, and obstacles to goal achievement.

– In-app messaging: Userpilot’s prominent feature is in-app messaging, which lets you create guided welcome experiences, feature recommendations, notifications, and other touch points to maximize action, engagement, and revenue through renewals and upgrades. In-app messaging can help users complete the onboarding process and maximize product adoption. 

– Onboarding optimization: Increase the number of new registrants who complete the onboarding process and start using your software.

– Contextual messaging: Provide in-app messages based on user behavior to guide them towards specific features and goals.

– Software A/B testing: Test changes using in-app experiments.

– User feedback: Gather user feedback to obtain qualitative information on customer satisfaction.

– Net Promoter Scores: Measure your Net Promoter Score (NPS) to determine how likely customers are to recommend your product.

Price:

– Traction: $249 per month, billed annually, covering up to 10 team members, a software product, and up to 2,500 monthly active users, providing you with all the basic functionality you need to optimize the customer experience.

– Growth: contact the sales team.

– Enterprise: contact the sales team.

13. Intercom

Intercom is an engagement OS that creates an open channel between your company and customers. The platform creates a cross-channel line of communication between you and your customers, enabling you to connect within products, on your website, and through traditional channels such as email.

It offers three core products to help you build more meaningful relationships throughout the customer experience:

Support: Provide high-quality, personalized help at scale with your existing team using live chat and chatbots to deliver quality customer support and take the pressure off your agents.

Engage: leverage chatbots to guide users through your product, announce new features, and conduct in-context surveys to engage your customers.

Convert: Manage all your customer interactions in one place and create a consistent customer experience across different communication channels to turn more website visitors into paying customers.

Key features:

– Team inbox: Manage customer files with an integrated inbox.

– Chatbots: Combine the latest live chat messaging technologies, intelligent chatbots, email automation, and more to create a more engaging experience and reduce churn by resolving customer issues faster.

– Live chat: Put users in touch with human support representatives at the right time.

– Instant FAQs: Utilize support bots to organize Q&A sessions and suggest specific articles to resolve up to 29% of customer queries.

– Connect with website visitors: Reduce the time between intent and purchase by connecting with your website visitors in real-time.

– Business Messenger: Engage customers throughout their journey with visits and messages on your website and in your product.

– Product tours: Guide customers through their first steps, highlight new products, and give proactive advice on a large scale.

– Announcements: Share product updates or promotions by email and drive customers to your website or product to take action.

– Lead qualification: Intelligent bots and routing rules let your teams focus on what they do best so your website visitors get the best possible experience.

Pricing: 

Intercom’s pricing plans are divided by objective (i.e., convert, engage, and support). Still, they also offer an all-in-one plan for small businesses, giving them access to Intercom’s full product for $65 per month, which equates to a 95% discount. Your plan can also be customized with add-ons like product tours, WhatsApp messaging, and surveys.

The Support plan combines live chat with team inboxes, ticket feeds, and self-service support features (help articles, conversational bots, etc.) with targeted messaging and product tours to prevent or resolve users’ most common problems.

Intercom’s Engage plan introduces outbound email, in-product messaging, push notifications, and A/B testing, plus a host of other features designed to keep users engaged with your brand/product. 

The Convert plan includes:

• Intelligent lead qualification.
• Account-based assignments.
• Revenue reporting.
• A conversational toolbox for converting website visitors into product registrations and paying customers.

14. Satmetrix

Satmetrix can help you understand the link between customer behavior and business results. Customer feedback comes from all sources, including conversational SMS surveys and digital social media channels, as part of its comprehensive VOC (Voice of the Customer) solution.

You can also publish positive customer feedback directly on social media. Satmetrix offers surveys with advanced features, such as segmentation by location, sector, or product, to better understand customer sentiment.  For enterprise customers, Satmetrix provides a private virtual cloud with enhanced support. These features help you use data to make day-to-day adjustments and significant strategic changes to improve the customer experience.

Key features :

– Contextual, conversational, and highly personalized inquiries to close the loop proactively.

– Enlighten AI Feedback actively reduces customer attrition and increases lifetime value by identifying unresolved issues and negative sentiment.

– Thanks to cutting-edge text and voice analytics, you can identify new trends and understand customers’ feelings.

Price:

It would help if you asked for a quote.

15. ResponseTek

ResponseTek, a leader in customer experience management tools, offers a cloud-based solution that enables users to express their ideas in simple, transparent formats using various data collection methods, such as social media listening, web and email surveys, and mobile surveys via QR codes.

ResponseTek offers access to targeted surveys, and you can interview randomly selected customers after various actions, such as abandonment or filling in a form.

Key features:

– Teams quickly analyze large volumes of open-ended responses using user-friendly, sophisticated AI-driven text analytics technology, including Automatic subject mapping to survey scores and real-time sentiment analysis.

– Automated alerts and notifications that quickly notify the most appropriate person to follow up and automatically identify at-risk customers.

– Automated, on-demand reports that give teams access to customer information once survey data is received.

Pricing:

You should request a quote.

16. Sprinklr 

With industry-leading AI, Sprinklr‘s unified customer experience management platform (Unified-CXM) creates insight-driven strategies and improves customer experiences. Customer service agents are better equipped to handle cases and can create a seamless customer experience by consolidating communications from over 30 digital channels onto a single, unified platform.

Key Features:

– AI-powered social listening that identifies critical cases by analyzing millions of conversations per day, and automated routing that sends them to suitable agents so they can proactively respond

– Customer service teams can concentrate on interactions that need a human touch using AI-powered message sorting that classifies communications as engageable or non-engageable.

– AI Agent Assist that displays relevant cases and knowledge articles provides intelligent responses, and highlights a customer’s previous satisfaction scores – can assist agents in providing the proper response at the right time.

– AI-powered message sorting that classifies messages as engageable or non-engageable – so customer service teams can focus on conversations that require a human touch.

Pricing:

– Advanced (Self-service only): $249 per seat/month, billed annually. 

– Enterprise: Request Quote.

17. SAS Customer Experience

SAS Adaptive Customer Experience is a precious tool for digital marketers who want to use the intelligence of big data to increase conversion and improve CX simultaneously. SAS provides advanced web analytics using AI-powered functionality that tracks everything the customer does during browsing, from site searches to mouseovers. 

Beyond analytics, SAS enables marketers to act in real time by suggesting the best customer offers based on the company’s business logic.

Key features:

– Thanks to the customer experience analysis capabilities, every interaction with the customer is recorded. 

– Makes personalized suggestions to customers using machine learning.

– Provides a visual analysis tool to create and visualize interactive dashboards.

Price:

You can request a quote.

18. Gemius Prism

GemiusPrism is a CX tool dedicated to studying visitor behavior on the web, with advanced segmentation options (for events and visitors) suitable for analyzing large numbers of visitors. GemiusPrism offers reports that can be exported to different file types and graphics that help visualize data for internal reviews and presentations.

This powerful tool enables companies to Attract the most valuable users by optimizing campaigns, SEO/SEM efforts, social media presence, and affiliate partnerships.

Key features:

-In-depth analytics to optimize campaigns and manage your product 

– Insightful applications to increase revenues and reduce costs. 

– Easy cross-platform data collection and cross-domain measurement

– Advanced sampling mechanism for instant, highly flexible reporting and rapid report generation for large data sets.

– Advanced traffic segmentation that enables companies to compare visitor acquisition performance from various sources, such as search engines and social media, and visitor performance within each segment.

-Support for A/B or multivariate testing with bounce and conversion metrics.

19. Medallia

Medallia‘s SaaS platform, pioneer and market leader in experience management, collects customer feedback from different survey sources (web, email, phone) and analyzes signals at each touchpoint to increase loyalty throughout the customer journey.  Medallia performs integration with enterprise resource planning systems, linking financial data with customer experiences to suggest areas for improvement based on business results.

Key features:

– Medallia Athena uses artificial intelligence (AI) and machine learning to identify patterns and trends, examine customer journeys, predict behavior, and provide recommendations to improve experiences and maximize business impact.

– Medallia Conversations leverages event-based triggers to enable businesses to engage with customers in real-time through well-known communication channels such as SMS and Facebook Messenger.

– Comprehensive customer and employee feedback collection via their preferred channels, including email, websites, mobile messaging, and IoT-connected devices.

– Data sharing between systems and teams is possible thanks to integrations with programs such as Workday, Salesforce, and Adobe.

Price:

You must contact the sales team.

20. Acoustic Experience Analytics (Tealeaf)

Acoustic Experience Analytics (Tealeaf), formerly IBM Tealeaf CX, is a platform that tracks customer interactions with websites, giving companies complete visibility into how customers use their mobile sites and applications. Using this insightful data, companies can track metrics, identify problems, and improve their websites.

Key features:

– cxVerify keeps permanent records of customer actions for future reference to investigate potential disputes.

– cxOverstat uses visual analysis to optimize website page flow and identify customer problems.

– cxView provides a proactive alert system that informs companies of significant changes in customer behavior.

 Users immediately find and solve problems that lead to bad experiences, thanks to a replay capability (a page-by-page, browser-level recording of the customer’s experience).

Pricing:

There is no pricing information on the website. You need to contact the supplier.

How to Choose the Right Customer Experience Software?

When choosing the best customer experience software, knowing the most important criteria is essential. Here are the points to consider when choosing a CX tool.

 Your Overall Objective

Before choosing any software, it’s worth thinking about your overall objective. Each CX tool has a unique function, and some of these capabilities may not be capable of meeting specific business requirements. For example, if you’re using it to evaluate and improve the performance of your customer service team or if you’re looking to uncover specific aspects of customer satisfaction.

Key features

Customer experience management software typically includes several key features to help companies manage their customer experience initiatives. Here are some standard features of customer experience management software:

-Customer feedback management: Most software has feedback management tools that help you collect customer information through surveys, social media, email, and other channels and other forms of feedback to identify trends and areas for improvement.

 -Data collection and management: Create and manage cloud-based customer profiles to better understand their preferences, behaviors, and experiences.

-Customer care: Manage and effectively resolve customer issues through different channels like live chat, email, and social media.

-Customer engagement and communication: They establish solid customer relationships by facilitating personalized, targeted, and timely interactions.

-Personalization and recommendation: They leverage data and machine learning algorithms to deliver tailored content, offers, and experiences to each customer.

-Omnichannel contact center : Various platforms help you manage customer inquiries via email, chat, social media messaging, SMS, and even through your call center.

-Customer journey mapping:  All tools that help you map the customer journey or customer lifecycle across stages, touchpoints, and channels.

 -Workflow automation:  Most software packages have functions that help you streamline and automate specific tasks, such as sending follow-up surveys or triggering alerts based on typical customer behavior.

 -Data analysis and reporting:

 Automated analytical dashboards and reporting tools are generally available to help you understand customer feedback and track customer satisfaction indicators.

Ease of use

When selecting customer experience management software, ease of use for collecting customer feedback, tracking customer journeys, and offering self-service customer support is essential.

Integration

Customer experience management software should connect easily to other customer experience management software and applications. Some software also features APIs for creating customized integrations. 

Price

 It’s essential to evaluate the price of the software’s features and capabilities and the expected return on investment from using the software.

Conclusion

CX tools presented in this article offer different functionalities dedicated to business needs. They can help you optimize every stage of the customer experience, from website UX optimization, customer lifetime value, and loyalty to ensuring excellent customer service after purchase to boost your bottom line.

However, each takes a different approach to customer experience optimization, and some of the features may need to be revised to meet your company’s specific needs. Before choosing a CX tool, check your business needs and decide which one best suits your type of business and selection. Give your company the right CX tool and see your customer satisfaction soar!