Top 10 Customer Experience Management Software for Driving Business Growth
Looking for the best customer experience management software to fuel growth and drive product adoption? Search no further.
This comprehensive guide breaks down the top 10 platforms, comparing features, pricing, and benefits to help you make an informed decision.
TL;DR
- Customer experience management software is a tool or suite of tools designed to help businesses manage, track, and optimize customer experiences.
Follow these steps to choose the right customer experience management tools for your business:
- Identify your needs. Are you looking to map your customer journey for marketing automation purposes? Do you want to manage customer lifecycle stages effectively? Or is analyzing customer feedback more important to you?
- Research the available options.
- Check the integration capabilities (you want to choose a tool that integrates with your existing tech stack).
Top 10 customer experience management software:
- Userpilot: The best all-in-one platform for CXM and SaaS growth.
- Salesforce: Best customer experience software for AI-powered personalized marketing automation.
- Hubspot: Best for comprehensive inbound marketing, sales, and customer service solutions.
- ChurnZero: Best for reducing churn, identifying customer needs, and increasing retention.
- Gainsight Customer Success: Best for enterprise-level customer success management.
- Qualtrics: Best for analyzing customer, employee, product, and brand experiences.
- Customer.io: Best for mapping out the entire customer journey, collecting customer feedback, and sending personalized messages.
- Nextiva: Best customer experience software for unified communications.
- Zendesk: Best for scalable customer support and service management across multiple channels.
- Intercom: Best for feedback management and real-time customer messaging.
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What is customer experience management software?
Customer experience management software is a tool or suite of tools designed to help businesses manage, track, and optimize customer experiences.
These tools make it easy to map the customer journey, identify pain points, and implement improvements to enhance customer satisfaction.
How do you choose the right customer experience management software?
Follow this systemic approach to make an informed decision:
- Identify your needs: Ask yourself what you want to achieve with the software. Are you looking to map your customer journey for marketing automation purposes? Do you want to manage customer lifecycle stages effectively? Or is analyzing customer feedback more important to you? By defining your objectives, you can narrow down your options and focus on software that aligns with your specific requirements.
- Research the available options: Look for features that match your identified needs and fit within your budget. Read reviews, compare different CXM software, and explore their capabilities. This will help you gain insights into the strengths and weaknesses of each option and choose one that offers the best value for your investment.
- Check the integration capabilities: Ensure your chosen software seamlessly integrates with your existing tech stack, including your CRM, marketing automation tools, and other platforms. Smooth integration is crucial for efficient data flow and a unified view of your customers, enabling you to gain deeper insights and make data-driven decisions.
Top 10 customer experience management software
Now that you know how to choose the right tool, let’s explore some of the best options.
Userpilot
Userpilot is an all-in-one platform widely used by mid and enterprise SaaS product teams to collect feedback, streamline product engagement, and boost growth.
Key features
- User profile: Userpilot’s user profile feature goes beyond basic demographics, offering a wealth of information on individual users and companies. This includes sentiment analysis based on customer interactions and feedback, detailed product usage data (e.g., feature adoption, frequency of use), and custom attributes you define. This 360-degree view allows you to understand customer preferences and note potential customer pain points.
- Advanced segmentation: Userpilot empowers you to create highly granular customer segments based on a wide range of criteria, including lifecycle stages (e.g., new user, power user), in-app behaviors (e.g., feature usage, engagement levels), customer satisfaction, and custom properties unique to your business.
- Experience reports: Userpilot provides comprehensive reporting features, including funnels, paths, and trend reports that enable in-depth customer lifecycle analysis. By visualizing the steps users take within your product, you can identify where they drop off, encounter friction, or achieve milestones.
- Custom analytics dashboards: Userpilot allows you to create custom analytics dashboards and monitor the core metrics essential for customer lifecycle management. You can track product metrics like customer retention rate, stickiness (how often users return to your product), product usage, feature adoption rates, and much more.
Pricing
- Starter: This plan begins at $249 per month. It allows you to track up to 2000 monthly active users, build up to 10 customer segments, and generate customer engagement reports.
- Growth: Beginning at $749 a month, the Growth plan comes with unlimited product analytics, customer feedback surveys, and feature tags—basically everything you need for customer management analytics.
- Enterprise: Need tailored solutions? Talk to our team!
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Salesforce
Salesforce is a leading customer relationship management platform that offers a wide range of solutions for sales, service, marketing, and commerce.
It’s a comprehensive platform that caters to businesses of all sizes and industries, from small startups to large enterprises. The platform currently holds a rating of 4.3/5 on G2.
Key features
- Marketing cloud: This suite of marketing automation tools helps businesses create and manage marketing campaigns across various channels.
- Einstein analytics: Salesforce’s AI-powered analytics platform provides insights that enable you to make data-driven decisions and predict customer behavior.
- Journey builder: This feature lets you design and automate customer journeys across multiple channels, including email, mobile, advertising, and web.
Pricing
Salesforce offers a wide range of pricing plans based on the specific products and features you choose. Pricing for the marketing cloud (most suitable for CXM) starts at $1,250 per month.
HubSpot
HubSpot is an all-in-one CRM platform that integrates marketing, sales, customer service, and operations tools to enhance customer experience and business growth.
The platform is rated 4.4/5 on G2.
Key features
- Ticketing: HubSpot offers a centralized ticketing system that makes it easy to manage customer inquiries, complaints, and support requests.
- Knowledge base: You can create a self-service knowledge base with articles, FAQs, and tutorials to empower customers to find answers to their questions independently.
- Reporting and analytics: HubSpot provides extensive reporting capabilities, offering insights into sales performance, pipeline progression, and sales activity.
- Workflow automation: HubSpot allows you to set up rules that automatically trigger actions like sending welcome emails to new leads or scheduling follow-up tasks.
Pricing
Hubspot offers two pricing categories: plans for individuals and small teams and a category for businesses and enterprises. Here’s a brief overview of the former:
- Free: $0/month.
- Starter: $15/mo per seat.
- Professional: $1,080/mo for 5 seats (Additional seats start at $45/mo).
Plans for businesses and enterprises:
- Professional: $1,080/mo for 5 seats (Additional seats start at $45/mo).
- Enterprise: $4,000/mo for 7 seats (Additional seats start at $75/mo).
ChurnZero
ChurnZero is a customer success platform designed to help subscription businesses monitor customer health, increase customer retention, and drive expansion revenue. It’s particularly popular among SaaS customer success managers, account managers, and executives.
The platform is rated 4.7/5 on G2.
Key features
- Customer health scoring: ChurnZero lets you monitor customer engagement, product usage, and other key metrics to proactively identify at-risk customers.
- Automated playbooks: You can automate personalized outreach and engagement campaigns based on customer health scores, milestones, or specific events. This ensures timely customer communication and proactive support.
- Customer segmentation: ChurnZero allows you to segment customers based on various attributes (e.g., industry, company size, product usage) to deliver targeted experiences and communications. You can use the granular data to create personalized experiences and improve engagement.
Pricing
ChurnZero’s pricing isn’t disclosed, but the enterprise edition costs around $40,000.
Gainsight Customer Success
Gainsight Customer Success is a part of the Gainsight ecosystem designed to help CS teams proactively manage customer relationships, reduce churn, and drive adoption and expansion.
The platform is rated 4.4/5 on G2.
Key features
- Customer health score: Gainsight uses multiple data points to create a comprehensive health score for each customer, allowing you to identify at-risk accounts early and proactively address potential issues.
- Timeline view: You can visualize each customer’s journey, interactions, and milestones to understand their behavior patterns and anticipate their needs.
- Success plans: Create personalized plans for customers, outlining goals, actions, and touchpoints to ensure they achieve their desired outcomes and maximize their value from your product or service.
Pricing
Gainsight offers customized pricing. There are two main pricing tiers: Essentials for growing businesses and Enterprise for larger organizations:
Qualtrics
Qualtrics is an experience management software that helps businesses gather and analyze feedback from customers, employees, and other stakeholders. The platform is rated 4.4/5 on G2.
Key features
- Flexible surveys: You can design surveys with various question types and logic, ensuring they capture the most relevant data. Qualtrics lets you distribute surveys across multiple channels, including email, SMS, web, and mobile apps.
- Experience management platform: Qualtrics’ XM platform integrates feedback from customers, employees, and other stakeholders into a single dashboard. This allows users to visualize data easily and make informed decisions.
- Text iQ & Stats iQ: These AI-powered features automatically analyze open-ended feedback and survey responses, identifying key themes and sentiment to provide actionable insights without manual review.
- Reporting: Qualtrics lets you create real-time reports and dashboards to monitor key metrics and track progress against goals.
Pricing
Qualtrics’ pricing isn’t public, but the amount you pay varies depending on whether you want to use the software for employee or customer experience management.
Customer.io
Customer.io is a customer journey management software that enables support and marketing teams to create personalized customer journeys that engage, convert, and scale. The platform is rated 4.4/5 on G2.
Key features
- Visual workflow builder: The platform’s drag-and-drop interface makes creating complex, multi-channel customer journeys easy.
- Omnichannel support: Customer.io empowers you to provide a unified customer experience across various touchpoints, including email, SMS, push notifications, in-app messages, and ad audiences.
- Behavioral triggers: You can send messages based on specific actions or events (e.g., signups, page views, new feature usage), ensuring timely and relevant communication that enhances the customer experience.
- Analytics and conversion goals: The platform offers robust analytics tools to view performance, compare metrics, and track conversion goals. You can conduct A/B and cohort testing to optimize your messaging strategies based on data-driven insights.
Pricing
- Essentials: Starts at $100 per month.
- Premium: Starts at $1,000 per month.
- Enterprise: Custom pricing.
Nextiva
Nextiva is a unified communications platform that provides voice-over IP (VoIP) services, video conferencing, team collaboration tools, and customer relationship management solutions. It caters to businesses of all sizes and currently has a rating of 4.5/5 on G2.
Key features
- VoIP phone service: Nextiva’s VoIP service allows you to make and receive calls over the internet, offering features like call forwarding, voicemail-to-email, and auto-attendant.
- Automation: You can automate repetitive tasks and workflows, such as call routing, ticket assignment, and follow-up emails, to improve efficiency and ensure timely responses to customer inquiries.
- Nextiva service CRM: This tool integrates with Nextiva’s communications platform, allowing you to analyze customer interactions, manage support tickets, and gain insights into customer sentiment.
Pricing
- Essential: $99/user per month.
- Professional: $119/user per month.
- Premium: $139/user per month.
Zendesk
Zendesk is a help desk platform that enables customer service teams to manage user inquiries, support tickets, and engagement through multiple communication channels. The platform is rated 4.3/5 on G2.
Key features
- Ticketing system: The platform lets you centralize customer inquiries from various channels into a unified ticketing system. This enables efficient tracking, prioritization, and the kind of speedy resolution that boosts customer satisfaction.
- AI-powered customer service: Zendesk offers AI capabilities through the Zendesk Answer Bot, which can provide 24/7 customer support and handle common queries, allowing agents to focus on more complex issues.
- Help center: You can empower customers to find answers independently with a customizable help center that includes FAQs, knowledge base articles, and community forums.
- Integrations: Zendesk integrates with over 1,200 third-party apps via the Zendesk Marketplace, including popular tools like Slack, Microsoft Teams, and CRM systems.
Pricing
- Team: $55/agent per month.
- Growth: $89/agent per month.
- Professional: $115/agent per month.
- Enterprise: Tailored pricing.
Intercom
Intercom is a customer service platform that helps sales, marketing, and support teams build strong customer relationships. The platform is rated 4.5/5 stars on G2.
Key features
- Live chat and messaging: Intercom provides real-time live chat and messaging capabilities that empower you to engage with customers instantly.
- Custom bots: You can automate customer conversations using chatbots that can answer common questions, qualify leads, and even book meetings.
- Customer data platform: Intercom collects and organizes customer data, providing a comprehensive view of each customer’s interactions and history. This data helps personalize communication and improve the overall customer experience.
Pricing
- Essential: $39 per seat/month.
- Advanced: $99 per seat/month.
- Expert: $139 per seat/month.
Intercom offers a 14-day free trial for the first two plans.
Conclusion
And there you have it! Armed with this information, you’re well on your way to selecting the ideal customer experience management software to elevate your business.
Ready to take the next step? Experience firsthand how Userpilot can help you gain deeper insights into your customers and create personalized in-app experiences. Schedule a demo today and let our team guide you towards a solution tailored to your unique needs.
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