Customer experience software offers several features and tools to help you integrate data from all your customers into a single platform to streamline customer experience processes. Here’s all you need to know about the best customer experience software in 2022.
What is Customer Experience Management Software?
Customer experience management software, also known as CEM, is utilized by businesses to optimize and improve customer interactions and retention. The CEM helps automate processes that help monitor, compile, analyze and display the data or information of the customer on a single platform. A typical CEM offers a collection of processes that a company can use to track every interaction they have had with a customer throughout the customer lifecycle.
Using the CEM software, the company can put its customers at the center of its marketing, which helps drive brand loyalty. The software gives the business an all-around view of its customers by integrating data from the company’s financial, ERP, analytics, sales, and business intelligence (BI) records.
The advantage of using customer experience management software is not just the insights into your customers but the time and accuracy of the insights delivered to you. Utilizing customer experience software is the best way to increase sales, gain recommendations, and retain customers.
Features of Customer Experience Management Software
There are multiple kinds of customer experience software available today, which means not every software on the market will have the same features or modules. Here are some of the most common features you will find in customer experience management software:
Customer Management
In good CEM software, a feature will allow you to track all details regarding your customer. This tool will help you quickly access the information regarding the issues and address them.
A leading CEM platform will offer your company a complete content database. It integrates all contact channels of your customers. Using customer experience software will ensure you don’t miss out on any scheduled follow-up, meeting, or other interactions.
With complete knowledge of your organization’s customer preferences across all touchpoints, your company can improve customer experience without errors. Through detailed segments provided by CEM, your company gets accurate, personalized experiences demanded by the customers. This helps drive increased conversions.
Ticket Management
A CEM helps a company cover and prevent any issues from slipping through the cracks as it offers complete visibility into the open and completed tickets or other types of customer requests.
Your company can collate all customer issues and common queries to convert them into tickets. Your organization can also get customizable automation. Helping with all desk capabilities, the CEM allows your company’s agents to resolve all customer issues through a single platform. Using a single automated platform to handle all customer interactions eliminates the company’s chances of missing or neglecting any customer.
Products and Inventory
CEM solutions include integrated product databases to make customer tracking accessible for the company. It allows your company to review the versions of products your customers have and associate client contact with specific products.
In addition, the software lets you monitor customer issues ranging from small glitches to major problems. Automated customer experience management helps your company make effective data-driven decisions by uncovering customer sentiment regarding your products and services. When your company identifies at-risk customers with the help of the software, it becomes easier to deploy strategies that improve the customer experience and retention.
Collaboration and Teamwork
Most customer experience software features tools for collaboration and teamwork. These CEM solutions not only contain automated processes to boost customer experience but also teamwork within the company.
For instance, the software provides a calendar with daily task assignment details for your team. Using internal communications tools can boost collaboration between you and your team.
Integrations
CEM software offers integrated customer and contact channels and the incorporation of popular business tools such as enterprise resource planning, enterprise asset management, and customer relationship management.
In addition, the collaboration of your entire team to extend the software capabilities, eliminating duplicated data, and automatic synchronization are all aspects of an ideal CEM.
You can also check the pre-built integration modules of the customer experience management software and discover if it integrates with your favorite products.
This feature is typically listed on the CEM original website. By eliminating the duplication of efforts, you can enhance the coordination and productivity within your team.
Reporting and Analytics
The CEM software includes reporting features that place business intelligence at your fingertips. For real-time customer insights, the software offers very detailed metrics.
The analytics tools help your company make effective decisions by predicting the future behavior of your customers. The customer experience software lowers service costs for your business and increases the win rate of offers.
By making well-informed business decisions with CEM, your company gets a competitive edge over others. These reports give you a detailed database of customer profiles so you can provide them with personalized experiences.
Benefits Of Customer Experience Management Software
Nothing aids a company with better profitability and improved sales like well-implemented customer experience management software. But the benefits don’t just stop with good financial outcomes. Here are some additional benefits of CEM.
Increase Customer Satisfaction
A study shows that 40% of customers say they stopped purchasing from a particular brand due to poor customer support. If a business continues to deliver a satisfactory customer experience, it drives customer retention and loyalty. Another research shows that 38% of your customers will likely recommend your business if you treat them as a priority. They will be willing to stick with your product and services whether or not other businesses are emerging with low-price offers on similar products.
Customers always look for personalized experiences, and using customer experience software will help you achieve that goal with your business. This advanced marketing automation software (CEM) will create a seamless journey for your customers and help you cultivate deeper, long-lasting relationships with them.
Increase in Sales and Conversions
According to research, approximately 89% of customers will switch vendors based on a positive customer experience or review. Many buyers on the internet search for a product or service before they purchase to conclude whether or not the purchase should be made.
The one thing that can stop a potential buyer from purchasing your products is the presence of unsatisfied customer reviews. Customer experience software helps the customer support representatives interact with customers if there’s a problem with their experience.
For instance, if contacting a company you’re purchasing something from becomes easier, you’re more likely to buy their products.
The customer experience management software is integrated with all company contact channels, providing customers with a chance to engage with the company during business hours effectively. This pushes potential leads further to the point where the potential buyer makes the purchase.
Lower Operational Costs
Giving your consumers a personalized experience will foster their emotional connection with your company. Doing that with the help of customer experience management software will support customer retention and reduce your business’s overheads.
Typically, companies deal with customer queries and reviews one at a time, which results in higher support costs because a big customer support team is required to handle the process.
According to research, when businesses convert to a web help desk, it can reduce the overall support costs by as much as $9 per interaction. Using customer experience management software will reduce the number of people needed to interact with customers daily and the operational costs of a business.
In addition, the biggest concern of any customer is whether or not they’ll get a response to their queries.
Using CEM software automatically sends an automated response to your customers, ensuring that their concerns are being dealt with and they’ll receive a response as soon as possible, boosting your brand’s reliability.
Analyze Customer Feedback and Leverage Insights
When you use an automated marketing software like CEM, you can get valuable consumer feedback and analyze it to fill out the crucial gaps in your customer experience sector.
Customer experience software will also help you promptly respond to all customer queries, suggestions, and comments, which customers greatly appreciate. The software can quickly leverage insights that help your business solve customer issues and concerns, reinforcing customer retention. CEM software helps you make the most of your resources.
In addition, it tracks every bit of information concerning the support tickets, allowing you to review your team’s performance in the customer support sector of your business. It not only helps you keep a well-organized database regarding consumer concerns but also lets you keep a record of your customer support team’s performance.
Using customer experience software lets your business determine the future of its new products. For instance, advertising your business’s offerings online will inform you about the consumer response to the product at hand and determine whether or not you should proceed further with the product.
Harness the Power of BI and AI
Advanced automated programs like customer experience management software help your business provide an enriching experience for its consumers. A lot of leading CEM software facilitates business processes with the power of machine learning, artificial intelligence, and business intelligence.
Through that, CEM accumulates an accurate database that not only aids in providing a personalized experience to the customers but also helps the business identify consumer intent and preferences to make effective marketing decisions in the future.
Easy Tracking of Support Tickets
There are multiple kinds of customer experience software. Choose a ticketing system. You can quickly access real-time consumer information by tracking and viewing past support tickets and emails. In addition, the software allows you to store all interactions of a single customer in one place so your support team can easily review former requests, queries, and comments made by the consumer.
Best Customer Experience Management Software in 2022
1) Freshdesk
This customer experience management software offers a free plan and is best for all businesses. In addition, there are three plans this software offers; Growth, Pro, and Enterprise.
The platform offers a 21-day free trial for businesses to try and get adjusted before they can start an annual payment plan for the platform. Being omnichannel software, the platform offers multiple functionalities to facilitate business processes.
For instance, it offers real-time remote assistance for your business team, so your support team doesn’t have to be at the help desk to respond to customers. The automated software lets your business’s support operations run on autopilot, so you can focus more on having meaningful conversations with consumers.
The Freshdesk platforms let you gather insights on your agent workload, team performance, and past customer interactions through the live dashboards and custom reports that capture live data.
Freshdesk doesn’t require a very costly onboarding plan, so your support team can start interacting with customers in no time. The platform offers multiple ideas and projects, allowing you and your team to hold group discussions and effectively collaborate.
Freshdesk allows you to integrate with over 650 applications within the marketplace to boost your support strategy. The platform offers a self-service experience for your customers through the AI-powered chatbot feature.
There are functions for assigning, prioritizing, and categorizing tickets. In addition, there are supporting features, such as co-ownership of tickets, intelligent ticket assigning, and linked tickets.
The platform also offers a time tracking feature for your business. Freshdesk offers a single platform for customer interactions across all channels. Reports, customer satisfaction ratings, and dashboards help improve business efficiency. The best part is that the platform is entirely customizable, allowing you to customize customer portals, agent roles, and workflows.
2) Salesforce
If you want to deliver exceptional customer experience across all business units, Salesforce is the right customer experience software for you. It helps your business deliver a more personalized experience to your customers by unifying sales, commerce, service, IT department, and marketing.
Implementing Salesforce software is the best solution for your business if you want to reap a higher ROI. This customer experience management software offers a fully integrated customer relationship management (CRM).
The platform puts all AI-powered suggestions and customer info at your agent’s fingertips. The software is also flexible and scalable to use. The solutions are designed to make them very easy to implement into your business.
Salesforce also offers solid analytical capabilities that help you solve all customer issues quickly and anywhere. Salesforce delivers excellent solutions that help your business thrive in the industry. With the help of actionable insights from data, Salesforce allows you to retain customers and attract prospects.
The CRM technology offered by the platform is used by both B2C and B2B organizations in retail and consumer goods. In addition, it is used for healthcare, manufacturing, financial services, and high tech.
The software allows you to analyze, store, and track information such as service cases, account information, sales opportunities, and marketing campaigns. The AI-powered proactive platform empowers employees with the necessary information to make the best decisions regarding the business’s consumers. Salesforce can be used by companies of any size in any industry.
It has an ecosystem of 8700 partnered services and applications to fuel customer success in your organization. The Salesforce platform offers payment plans for tight-budget customer businesses so they can automate their support strategies and excel in the industry.
3) Zendesk
The Zendesk platform is best for all startups, enterprises, and small businesses because it offers different pricing plans for distinct products. It has a monthly payment plan and a 14-day free trial for its customers. Zendesk offers a very flexible and powerful platform for customer engagement.
Zendesk offers its customers a security feature that isn’t in most customer experience software. For instance, there are different levels of password security that you can set up as an administrator. In addition, you can set two distinct passwords, one for end users and another for admins or agents.
Zendesk offers a ticket system that allows users to handle issues quickly. You can also create a self-help place for your consumers to tackle each interaction using this software effectively. This software offers multiple customization choices, detailing, and integrations to fit the ways of your business.
The best part is that Zendesk offers an uptime guarantee for its users. That means if a customer’s site were to collapse, Zendesk would pay for the damage. It is an open platform that can be used to design custom applications.
The platform has cloud-based, user-friendly solutions for every kind of business. Among its best features, integrated surveys are designed to evaluate customer satisfaction with your products.
In addition, you can use the analytics dashboard to observe service-level agreements, also known as SLAs, and monitor your team’s performance. The software uses business applications and customer data to help you make informed business decisions.
Knowledge management software in the Zendesk Suite allows you to translate articles into 40 different languages and break the language barriers with your customers. It also provides application and network security. Using customer experience management software like Zendesk, you can convert your consumer interactions into relationships in no time.
4) Salesmate
The best thing about the Salesmate software is that it eliminates the business’s need for a separate application for calling and texting features because it already has it built in. Salesmate offers users a 15-day free trial with four different monthly pricing plans.
Salesmate is a customer relationship management (CRM) software. It’s also a customer journey platform allowing your business to interact with customers through calls or text messages in about 90 countries.
You can connect with your customers with a single click through the built-in phone technology. Not only do the calls get logged automatically, but the software also keeps a record of conversions you hold with your customers and clients so you can track and analyze this data in the future and make informed marketing decisions.
Salesmate also includes sales automation features such as customer onboarding and entry automation. You can automate all touchpoints of your customer’s journey through its marketing automation capabilities.
You can create detailed reports through its activity automation feature and collaborate with your team on business projects. The Salesmate software allows all business activities to be customized on the platform. There’s also a mobile CRM application of Salesmate that’s accessible on all IOS and Android devices.
It streamlines all business processes by supporting the integration of multiple applications. You can also get visual reporting and proper analytics with this platform. You can also manage business leads using Salesforce customer experience software.
You can manage an ideal workflow by scheduling reminders and notifications by implementing Salesforce software in your business. You can also accelerate your response time by integrating multiple tools that you use to interact with customers daily.
5) Clarabridge
Clarabridge is a CEM solution enriched with features that facilitate a business’s support strategy. It offers a 30-day free trial for its users. Clarabridge is a text analytics solution that allows you to collect client feedback.
The platform drives deep insights by offering powerful social engagement. It captures customer feedback such as social media, agent notes, chat logs, and voice recordings from any channel. It provides insights into conversations and progress examination of touchpoints to save time.
This CEM software provides actionable insights so businesses can deploy strategies driven by customers’ voices to enhance performance. Clarabridge can capture interactions from any medium, which makes it the best software for media management, analytics, reporting tools, text analytics, and surveys.
This customer experience software allows you to funnel all information into a centralized location by offering omnichannel support. There’s an NPL (Natural Language Processing) feature in Clarabridge that allows you to understand the preferences of your customers in a better way.
When there are any anomalies in the customer experience, the platform releases real-time alerts. You can contact the Clarabridge sales team to get a price quote depending on your operation size and needs, as there is no information present regarding pricing on their original website.
6) Qualtrics
The Qualtrics platform covers all; brands, customers, employees, and product experiences. This holistic CX (customer experience) platform aims to enhance your business’s customer experience through data-driven actions.
The platform offers multi-channel support that allows your company to perform follow-ups. Qualtrics facilitates smooth customer engagement. Businesses of any size can use the platform.
According to online reviews, Qualtrics offers a free trial plan for its customers, but there can be annual charges for using the software. The software also supports research and survey management. It has three built-in IQ features for text, stats, and predictions. The software uses IQ features to make accurate customer behavior and preferences predictions.
In addition, it helps uncover customer sentiment so your business can make informed marketing decisions in the future. This customer experience software automatically generates tailored insights which allow your support team to deploy powerful strategies that can foster long-term customer loyalty and improve customer satisfaction in your business.
The online Qualtrics platform allows you to request a software demo and a price quote. Not only does this software offer aid in retaining customers but also potential talent that can profit help your business in multiple ways.
The EmployeeXM feature on the platform offers ideas on improving employee engagement, attracting new talent, and improving productivity across the team. Qualtrics’ XMServices offer expert-designed programs to help with business growth and white-glove implementation.
It allows you to store the data of all interactions across your organization on a single system and offers a predictive analysis of your entire database to help enhance customer experience.
7) Genesys
Genesys software is best for both large and small businesses. It offers contact center solutions along with customer experience solutions. It has omnichannel support that facilitates insight extraction through its AI-powered analytics.
Genesys platform provides a demo at the request of their customers. You can also ask them for a quote on their pricing details on their original website. It offers innovation in omnichannel, blended Al, automation, Google Cloud Contact Center Al, and Asynchronous messaging.
The software includes text and speech analytics. It provides functionalities for agent coaching along with customer surveys. This customer experience management software includes workforce optimization, quality, and workforce management features.
Genesys is enriched with functionalities such as enhanced call-routing. Genesys software significantly decreases ticket volume by allowing your consumers to self-serve and automate the rest of the customer experience. It also offers resource management and support gamification.
Gamification is a process in software that awards your team quick and first resolutions. It endorses any type of behavior you want to promote within your staff. Genesys’s customer journey management feature drives your business’s customer satisfaction rate and improves customer experience.
8) Medallia
By now, you’d expect all the software on the list to cover standard CEM solutions, but Medallia does something more. It can also integrate with ERP, also known as Enterprise Resource Planning.
Through ERP, it links financial data to customer experience and suggests improvements for your business. Medallia software is suitable for small and large businesses.
Medallia has a monthly payment plan for its customers and offers free demos per customer request. It offers a cloud-based platform for customer experience. The features offered by Medallia include interactive analysis, customer recovery, benchmarking, and data integration.
It also has a push reporting feature which describes a strategically planned report communication. The platform allows you to collect feedback from any device connected to the internet.
With this software, you can collect customer feedback from all channels, detect patterns, and predict customer behavior to make more strategic decisions. Along with customer experience management solutions for B2B, public sector, telecom, financial services, and retail, Medallia offers an enterprise feedback management Saas platform.
The software uses machine learning and artificial intelligence to analyze textual feedback from your consumers. The automatic analytics tools help the software turn all that information into useful insights.
It also automates high-impact tasks for your convenience. Thus, through suggestion mining and risk-detection features, you can identify at-risk consumers and implement effective strategies for their retention.
9) Contentsquare
Contentsquare (Formally known as ClickTale) software works best for small, medium, and large businesses. You can request a free demo and get a quote of their pricing details on their original website. The software provides an experience analytic platform for the app, website, and mobile formats. It analyzes user behavior and provides you with the latest updates regarding your website.
The software offers enterprise-level scalability for its users. It also provides data-rich visualizations. The experience analytics platform by ClickTale can be used on Windows, iPhone, iPad, Android, and Mac as its web-based solution.
Contentsquare is a Saas service that helps users understand and optimize their digital experiences by providing them with updates on their websites. ClickTale recently partnered with Contentsquare, which uses machine and human intelligence to help your business deliver better outcomes.
The software also reduces the amount of manual work performed on a website. For instance, you don’t have to tag multiple zones of your webpage because ClickTales offers the heatmap feature that measures all consumer scroll depth, clicks, engagement, and much more. It also lets you find and fix performance errors through the troubleshooting feature.
10) Adobe Experience Manager
Adobe Experience Manager, also known as AEM software, is fit for businesses of all sizes. The best part about AEM pricing is that it depends on the components you choose to implement in your business.
AEM offers features like data governance and customer location mapping. It is an extensible software solution that offers intelligent services. AEM is a part of an extensive digital marketing suite, also known as the Adobe Marketing Cloud.
It also allows content creation, form building, and digital asset management. The AI-powered tools in this software provide insights into what sort of content your consumers like across all channels.
Through that, your business becomes capable of delivering a consistently personalized experience for its customers. The platform is enriched with identity control, ingestion, data governance, location mapping, audience segmentation, and customer profiles.
To help you build a customer experience-oriented application, it provides various APIs and the experience data model tool. The customer data platform is created using Adobe Audience Manager and Adobe Experience Platform.
Medium-sized businesses that want an asset management solution with customer experience management have Adobe Experience Manager (AEM) as their top pick because it provides identity service, data science workspace, and GDPR (General Data Protection Regulation) Service.
Adobe Experience Manager supports all platforms such as Linux, Android, Windows, Mac, etc. It provides real-time segmentation and customer profiles for support teams of all sizes in any industry.
11) Satmetrix
Satmetrix is a VOC (voice of the customer) solution that allows you to transform your brand by delivering an exceptionally efficient experience to your customer. Satmetrix software allows customizable surveys that drive the performance of your business. It facilitates feedback collection and customer engagement. The software is best for medium to large-sized businesses.
The software uses a text analysis feature to run the accumulated structured and unstructured customer feedback. The feature then automatically highlights customer sentiments and patterns in their behavior. It recommends actions by notifying you about the prevalent trends. Using Satmetrix software, you can monitor the comment volume on your website. In addition, it enables you to publish all positive customer feedback about your business on your social media accounts.
The software infuses AI with customer feedback to uncover blind spots and prevent at-risk customers from switching vendors. Satmetrix offers automated agent workflows to resolve issues in real-time.
Satmetrix offers pricing plans according to the needs of its customers and their operation sizes. However, the pricing information is not disclosed on their website. You can contact their sales team for a price quote.
12) Acoustic
Acoustic Experience Analytics was formally known as IBM Tealeaf. The software is a data analytics solution that helps businesses improve customer retention by leveraging AI tools. Tealeaf by Acoustic helps digital experience teams cover the gaps in behavioral insights that multiple data visualization tools can leave.
The software helps expose unknown problems, and when a digital experience is broken, it alerts the business before that problem worsens. Using Acoustic, businesses can analyze customer behavior and improve conversion rates.
This CEM has advanced features such as anomaly detention, session replay, and struggle analytics which help you comprehend customer interactions with your website and create a personalized experience for customers.
The software helps your UX/UI design teams prioritize certain updates and feature developments, which makes them quickly fix technical issues that can result in a negative consumer experience. The software also alerts you about fraudulent online activities through its security feature.
Acoustic is best for medium and large companies that look for mobile app customer experience and website analysis solutions. You can request a price quote from the Acoustic Sales Team according to your business needs and operation size.
FAQs
1. What Role Does Digital Play in Improving Customer Experience?
Digital is the way of the future for business in every industry. Not only does it modernize already existing apps or products and narrows down the path to creating a superior customer experience, but it also helps to:
- Better understand customer behavior and act accordingly
- Continuously engage with customers through various channels
2. Can AI Improve Customer Experience?
It’s impossible for one human being to have a collective understanding of all your customers. AI can be extremely useful, as it can automate several customer experience processes by assessing customer sentiment and feedback through various tools.
3. How Easily Can the System Be Set Up?
Running an effective customer service program isn’t complicated, but professional implementation is the way. Services such as self-serve experience management software can work, but professional implementation and support might be needed for larger businesses and more complex business processes.
Capturing high-quality interaction data and user feedback and feeding it to the software is a good start.
4. What Sort of Features Should Your Software Have?
There are a few must-have features that every customer experience software needs in order to understand consumer sentiment and use what they learn to improve:
- Ability to run multiple projects at a time
- Customizable survey templates
- Multiple channels and survey distribution methods.
- Analysis and segmentation
- APIs and integration
There are many CEM software on the market, making it difficult to pick the right software solution for your business. Before selecting the right software, you must always identify the needs of your business.
It’s always better to request a trial account on whichever CEM platform you choose and test its features beforehand to see if it covers your business needs. In addition, always schedule demo sections with a few vendors to get a response to as many of your queries regarding the platform as possible. Customers are the core of your business, and adopting customer experience software will help you maintain superb customer service throughout the customer lifecycle.
