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What is customer experience software?
In a nutshell, it’s a suite of tools that enable you to assess, manage, and improve every aspect of your SaaS platform so customers have a great experience using it.
The idea is to monitor and improve customer touchpoints throughout the customer journey to deliver a frictionless user experience. It boosts customer satisfaction and helps deliver personalized customer experiences.
9 best customer experience management software
Customer experience software is a crucial cog in the wheel when it comes to growing your SaaS platform’s revenue and retention.
But each platform caters to a particular aspect of customer experience, so here are the best ones you can choose from.
Userpilot – Best for customer engagement and data management
This customer experience management software comes with a bunch of useful features for product and marketing teams. It offers user segmentation, in-app messaging, event tracking, and analytics tools, among other things.
From analyzing user engagement to collecting feedback, you can do it all on Userpilot.
Main features
Userpilot offers numerous tools to help you understand and improve customer satisfaction levels. Here are the features you can use to boost customer loyalty.
- Customer interaction management – It provides various UI patterns like tooltips, banners, in-app resource centers, and onboarding checklists. You can then track events and user interactions with these patterns through analytics to uncover patterns. Additionally, these UI patterns enable you to hand-hold customers through new features or onboarding, thus elevating their experience.
- User segmentation – This customer experience platform enables you to segment users based on a wide range of parameters, like demographics, product usage, user behavior, and their companies, among others. It helps you create targeted in-app marketing campaigns and personalized customer experiences for each segment.
- No-code analytics reports – Userpilot also gives you access to numerous analytics reports like funnel, customer path, and retention analysis. These reports help you dive deep into customer experience and get insights into your customer journey. For instance, you can analyze customer paths and figure out where people are dropping off and work to improve their navigation experience.
- Customizable dashboards – You get numerous dashboards like new user activation, core feature engagement, product usage, and user retention dashboards. But apart from that, you can create custom dashboards to track key metrics of your SaaS platform quickly and measure them against benchmarks to gain insights into your customer experience.
- In-app surveys – Userpilot also offers surveys to help you understand customer expectations and collect feedback about your platform. You can use CSAT surveys to measure the customer experience. Similarly, you can use NPS and CES surveys to dive further into customer satisfaction and experience. It’s also possible to use customer feedback surveys to collect in-depth feedback. You also get survey analytics features for analyzing customer feedback.
Pricing of Userpilot
Userpilot offers three pricing plans—Starter, Growth, and Enterprise. The Starter plan starts at $249/month with basic engagement features.
The Growth plan starts at $749/month with additional advanced analytics features such as dashboards, reports, A/B testing, etc. – all crucial for enhancing user experience with actionable insights.
Finally, the Enterprise plan has custom pricing. You can also opt for a 14-day free trial of the platform. This makes it perfect for companies of all sizes.
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Podium – Best for customer inquiry management
Customer experience starts right from the first interaction of a prospect with your brand, much before they become customers. So, irrespective of the mode prospects choose to connect with you, it’s crucial to help them promptly. That’s where Podium comes in. It enables you to manage customer inquiries at scale across channels like SMS, social media, and reviews.
Main features
Podium is an AI-powered customer experience management software that lets you handle customer interactions at scale. Here are some prominent features it offers.
- AI answers – Podium’s AI-powered customer experience software helps you answer the most common customers’ queries in seconds. The speed and accuracy of AI help you elevate your customer experience.
- Review response – Whenever you see reviews online, you can use Podium’s AI to write personalized and contextual responses to them to boost visibility and customer satisfaction. You can connect all the review sites to Podium to manage them from a single hub. Podium also gives you analytics related to reviews to help you see where reviews are coming from and how your reputation changes.
- Message replies – You can help your customer support team respond to customer queries at scale through Podium’s AI-powered inbox. All the customer interactions (chats, SMS, social media messages) are brought under one roof, and your team can respond to them using the built-in generative AI.
Pricing of Podium
Podium offers three paid plans—Core, Pro, and Signature. Core’s pricing is $399/month, and Pro costs $599/month. However, the Signature plan offers custom pricing, which depends on your requirements. It doesn’t offer a free trial or a free pricing tier.
Zendesk – Best for managing service and customer interactions
Customer service plays an important role in shaping the perception of your brand and impacts customer experience. And Zendesk is among the finest platforms out there for customer communication management. It offers everything a customer support team needs, from live chat to AI agents and AI-powered interactions for personalized service.
Main features
Zendesk offers a large suite of tools to help you better serve customers by providing fast and accurate answers throughout the customer journey. Here are its main features.
- AI-powered service – Your customer support team can level up their service through AI-driven personalization and quick response suggestions.
- AI agents – This customer service platform lets you create AI agents to provide instant responses to queries that don’t require human intervention. It can also reduce your team’s workload.
- Live chat and ticketing – Customers can raise support tickets that your team can work on. Likewise, you can incorporate the live chat widget into your platform and help your customers in real-time to boost customer engagement and satisfaction.
- Analytics – You can see all the analytics of interactions and tickets on Zendesk. This customer experience platform shows these analytics on pre-built dashboards with a bunch of charts to give you an in-depth insight into your team’s performance and customer experience (CX).
Pricing of Zendesk
Zendesk has seven paid plans:
- Support Team – $19 per agent/month.
- Support Professional – $55 per agent/month.
- Support Enterprise – $115 per agent/month.
- Suite Team – $55 per agent/month.
- Suite Growth – $89 per agent/month.
- Suite Professional – $115 per agent/month.
- Suite Enterprise – Customized pricing.
While it doesn’t offer a free plan, you do get a 14-day free trial of Zendesk to help you get a feel of the platform.
Nextiva – Best for customer service teams
Nextiva offers a comprehensive in-app communication suite with customer service tools that are specifically designed for small and medium-sized businesses. It enables you to break data silos in customer communication and centralizes all customer data.
Main features
It’s important to address your customers’ problems as quickly and effectively as possible. And while Zendesk offers many customer service features, Nextiva has some additional ones.
- Voice and video support – You can receive and make calls to your customers along with other channels like chat, SMS, and emails. You can also converse with customers over video calls. This helps you provide a truly conversational UX. Additionally, Nextiva offers an AI-powered conversational voice bot for IVA and IVR to speed up support.
- Messenger support – Apart from live chat and SMS, you can also provide customer service through platforms like WhatsApp, Instagram, and other messengers. This makes it easy for customers to reach out to you and get instant resolutions, leading to a better customer experience.
- Conversational analytics – You get access to real-time analytics to understand the impact of your customer support team. From the number of phone calls, video calls, and chats to social media mentions, you can view it all on Nextiva.
Pricing of Nextiva
Nextiva has a simple pricing structure with three paid plans—Essential, Professional, and Premium. Essential costs $18.95 per user/month, Professional costs $22.95 per user/month, and Premium for $32.95 per user/month. However, it doesn’t offer a free trial or a free plan.
Qualtrics XM – Best for customer feedback management
When it comes to managing customer feedback at scale, you need a robust platform that can handle such large volumes. Enterprises may also require advanced feedback management and analytics capabilities and that’s exactly what Qualtrics XM provides.
It provides several features to optimize your customer journey using experience and behavioral data. You can easily collect experience data by conducting surveys and analyzing them.
Main features
Qualtrics XM collects customer data and provides omnichannel analytics to help you understand your customers better. But that’s just the starting point. Here are the advanced features this customer experience management software provides.
- Customer interaction analytics – You can easily find the root of friction across multiple channels with AI-powered real-time analytics. It also shows you agent productivity and scores customer interactions with them to help you elevate your customer experience.
- Omnichannel review management – Qualtrics XM isn’t restricted to SaaS platforms. It also helps you drive foot traffic to your stores and boosts sales. You can easily prompt customers for online reviews and also analyze them to determine how to keep customers engaged.
- Audience management – Qualtrics XM helps you identify high-value customers who might be best placed for conducting customer surveys. You can record individual feedback from each customer or prospect and use it to personalize the customer experience further and drive satisfaction levels higher.
Pricing of Qualtrics XM
Being an enterprise-level platform, Qualtrics XM doesn’t have straightforward pricing plans. Whether it’s individual products you want or the entire Customer Experience suite, you’ll have to get in touch with their team for customized pricing. It doesn’t offer a free trial or free pricing tier.
Survicate – Best for collecting customer feedback
Before you can start working on improving your customer experience, you need to have a system in place to collect feedback. And that’s where Survicate comes into the picture.
This platform helps you design and publish various surveys across multiple channels. What makes it even better is that it’s built for businesses of all sizes.
Main features
Survicate simplifies the process of collecting customer feedback through surveys. The effortless setup process means you won’t need to wait long enough to get started. Here are the major features it has to offer.
- Various survey types – You can choose among NPS, CES, and CSAT surveys to gain insights into how your customers feel. It’s possible to target specific customer segments and also collect responses from incomplete surveys. You can also automate recurring surveys and integrate them into your tool stack.
- Multichannel surveys – Unlike other platforms, it’s possible to run surveys on numerous channels together on Survicate. You can choose between email, website, in-product, and in-app (mobile) surveys. It also helps you deliver a consistent brand experience across multiple channels and build customer loyalty.
- AI insights – Survicate offers a feedback hub where you can see all the feedback from customers. But it takes this a step further by highlighting insights and dividing them into categories like customer experience, praises, and technical issues so you can work on them with ease. You also get a conversational insights assistant that responds to your queries based on the gathered customer experience data.
Pricing of Survicate
Survicate offers a free plan that allows up to 25 responses every month. Beyond that, you have to opt for its paid plans:
- Business – Starts at $99/month for 250 responses.
- Scale – Starts at $299/month for a custom pool of responses.
You can also opt for its 10-day free trial of the Business plan to get an understanding of what it has to offer.
HubSpot Marketing Hub – Best for customer journey management
Customer experience entails how your customers feel throughout their journey with your brand. So, your marketing messaging has to be on point and—more importantly—consistent throughout their journey. HubSpot Marketing Hub lets you automate marketing tasks to enable this. This way, you can take complete control of the customer journey and deliver a stellar customer experience.
Main features
HubSpot provides a variety of tools for customer experience management throughout the journey. Here’s what it has to offer.
- Marketing automation and campaign management – HubSpot helps you manage and track your entire campaign from a single spot. You can also use its automation features to personalize your campaigns, automate operations, and put lead scoring on autopilot. It also helps you create forms, optimize your emails, and launch ads.
- AI tools – HubSpot AI offers a wide range of features, from writing content to creating a consistent brand voice and generating websites. It even helps you build chatbots and write emails quickly. You can also repurpose content into multiple formats while keeping your voice intact to scale your marketing.
- Marketing analytics – You can unite all your marketing data on HubSpot’s dashboards and build custom reports. The built-in analytics also helps you understand if your customer experience management efforts are bringing in the right set of results.
Pricing of HubSpot Marketing Hub
HubSpot has a free pricing tier that gives you access to features like live chat and email marketing. Its paid plans include Starter ($20/month per seat), Professional ($890/month per seat), and Enterprise ($3600/month per seat). It also offers a 14-day free trial.
Salesforce – Best for customer lifecycle management
Customer experience management needs to be done throughout the customer experience lifecycle. And with a CRM like Salesforce, this is possible as it can centralize all your customer information from across channels and bring it to one integrated platform. Using it, you can deliver a stellar experience right from lead generation to post-sales support.
Main features
Salesforce offers a bunch of features, including the AI-powered Einstein 1 platform, to help you boost your productivity and increase customer loyalty. They include:
- Einstein 1 – Salesforce offers generative and conversational AI to help you develop personalized customer experiences. You can use it for marketing, sales, e-commerce, and customer service. Einstein 1 also offers a copilot, prompt, and model builder to build an AI that’s customized to your needs.
- Unified customer data – Salesforce’s Data Cloud brings all your customer data together so you have a complete view of their likes, dislikes, and preferences. Whether it’s structured or unstructured data (including call transcripts), you can bring it all together. You can then use the built-in generative AI to make sense of this data and craft stellar experiences.
- Sales, marketing, and service – Salesforce provides a wide range of features for the entire sales, marketing, and customer service cycle. From sales engagement and voice support to marketing analytics, you get tools that can help you delight your customers and drive revenue growth.
Pricing of Salesforce
The pricing for Salesforce depends on the modules you choose to buy. For instance, Einstein 1’s pricing starts at $25 per user/month. Similarly, Sales starts at $165 per user/month and Service begins at $25 per user/month. And while Salesforce doesn’t have a free tier, you do get a 30-day free trial of its CRM.
Amplitude – Best for customer data management
While asking customers for feedback is a fantastic way to understand their preferences, you can also look at historical data for it. With Amplitude Analytics, you can dive into various user behavior data and make data-driven decisions to elevate their experience throughout customer journeys. This makes it well-suited for businesses that have a focus on data-driven decision-making and product development.
Main features
This customer experience solution provides detailed product analytics and offers advanced features like session replays to see how customers interact with your product. Here are its major offerings.
- Path analysis – Amplitude’s Pathfinder feature helps you visualize your user journey within your product. By tracking user flows, you can determine friction points and work on eliminating those to boost customer retention.
- Generative AI-powered analysis – You can converse with Amplitude’s generative AI to dive deep into user analytics. You can ask questions, and the platform will create charts based on them. It can help you visualize how and where users convert or drop off.
- Powerful optimization – Amplitude helps you connect your website and product so you can get detailed analytics across platforms. It gives you insights into your full funnel and enables you to build personalized experiences. These unified analytics can also help you make data-driven decisions for both website and app.
Pricing of Amplitude
When it comes to Amplitude’s pricing, you get a free forever plan that gives access to basic features. The paid plans include the Plus ($49/month), Growth, and Enterprise plans. You have to get in touch with their team for custom pricing on the Growth and Enterprise plans.
Conclusion
Investing in customer experience is an investment in your business’s future. With Userpilot, you gain the tools and insights needed to truly understand your customers and craft experiences that keep them engaged, loyal, and coming back for more.
Let us show you how – book a personalized demo today.
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