9 Best Customer Experience Management Software & Tools (2025)

Solutions - Customer Experience Management Software

Customer Experience Management Tools To Enhance Customer Engagement

CEM tools enhance customer engagement with data-driven insights, omnichannel integration, automation, and personalization across all touchpoints.

Reduce customer churn

Customer experience management strategy empowers resources to keep customers happy, companies experience longer engagement. It increases their lifetime value (LTV), which reduces customer churn rate.

Better customer engagement

A customer experience management program requires brands to take an omnichannel approach to customer engagement. CX teams should identify the customer-preferred channels and offer consistent support.

Higher customer retention

Brands that experience higher brand equity and reduced churn will also experience higher customer retention. High customer retention often correlates to high customer loyalty.

Reduced service & marketing costs

Businesses using a customer-centric approach are aware of customer wants and pain points. CX teams can use the details to be more proactive anticipate customer needs.

How do you ensure that your customers have a seamless and satisfactory experience when engaging with your business?

If a superior CX is one of your top priorities then it makes total sense for you to invest in customer experience management software. With so many options available, how do you know which one to choose? To help you make the right decision for your business, we have reviewed and compared the best customer experience management software options currently available.

We will discuss the key features, pricing and overall user experience to determine which software would be the best fit for you.

1 Customer Experience Management Tools To Enhance Customer Engagement
2 What is Customer Experience Management Software?
3 Comparison Table for Top CX Management Software
4 Features of Customer Experience Management Software
5 Importance of Customer Experience Management Platforms
6 9 Best Customer Experience Management Software Reviewed
7 Type of Customer Experience Management Tools
8 5 Criteria to Choose the Best CXM Platforms
9 Skyrocket Your Growth with the Right Customer Experience Tools
10 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
11 FAQs on Customer Experience Management Software

What is Customer Experience Management Software?

Customer experience management software is a tool that helps companies manage and deliver seamless experience across every consumer touchpoint. It combines information from various sources such as feedback surveys, social media channels and customer support interactions to provide a complete picture of the customer experience.

Customer experience management software also collects and analyzes customer data to provide insights into customer behavior and preferences. It centralizes customer data and allows companies to identify trends that can inform their CX strategy.

Key objectives :

Improve customer satisfaction by providing personalized experiences to customers tailored to individual needs.
Increase customer loyalty and retention by building strong relationships and addressing customer concerns quickly.
Reduce customer churn by identifying and addressing potential issues before they become larger problems.
Drive revenue growth by creating positive word-of-mouth and increasing customer spending through cross-selling and upselling opportunities.

Comparison Table for Top CX Management Software

The comparison table highlights the leading CX Management software options, showcasing their features, pricing, and suitability for various business needs. Here are the top contenders.

Software	Key Features	Price	Trial
Omni24	Omnichannel support AI-powered chatbots Real-time analytics Customer journey mapping	Starts at $29/user/month	14-day free trial
Veemo	Video feedback collection Sentiment analysis Customizable surveys Integration capabilities	Starts at $29/user/month	14-day free trial
Hotjar	Heatmaps Session recordings Feedback polls Conversion funnels	Free plan available, paid plans start at $39/month	Free plan available
Zendesk	Ticketing system Knowledge base Live chat and messaging Analytics and reporting	Starts at $49/agent/month	14-day free trial
Surfly	Co-browsing Video chat Document sharing Secure data masking	Starts at $165/month	14-day free trial
Intercom	Live chat Chatbots Customer data platform Targeted messaging	Starts at $39/month	14-day free trial
Retently	NPS surveys Customer feedback analysis Integration with CRM tools Automated follow-ups	Starts at $79/month	7-day free trial
JotForm	Form builder Survey creator Payment collection Data analysis	Free plan available, paid plans start at $29/month	Free plan available
UserZoom	User testing Card sorting Tree testing Prototype testing	Custom pricing	Demo available

Features of Customer Experience Management Software

CX management system helps businesses looking to improve their relationships with customers and drive loyalty and satisfaction. Let’s explore the features to understand the concept better.

Customer Experience Management Software Features

Omnichannel Integration

CEM software integrates various customer contact channels, such as email, chat, social media, and phone, into a unified platform. This allows businesses to track and manage customer interactions across multiple touchpoints.

Customer Journey Mapping

Customer experience management software enables businesses to map out the customer experience journey from start to finish. It helps businesses understand how customers interact with their brand, identify pain points, and develop strategies to improve customer satisfaction.

Customer Feedback Management

Customer experience management software allows businesses to collect feedback from customers through surveys, reviews, and social media. This feedback is essential to identify the areas of improvement and define customer needs.

Personalization and Segmentation

Customer experience management software allows businesses to personalize the customer experience based on individual preferences and behaviors. CEM software helps businesses segment customers based on their preferences/ behaviors/demographics, enabling personalized experiences and targeted marketing campaigns.

Data Analysis

Customer experience management software includes advanced analytics tools that help businesses analyze customer data and identify customer experience trends and patterns. By analyzing this data, businesses can gain valuable insights into customer behavior, preferences, and satisfaction levels.

Automation and Workflow Management

Customer experience management software automates repetitive tasks, such as sending personalized messages, gathering feedback, and analyzing data. This saves time and resources for businesses, allowing them to focus on delivering exceptional customer experiences.

Reporting and Dashboards

Customer experience management software provides detailed reporting and dashboards that help businesses track key performance indicators, monitor customer satisfaction levels, and identify areas for improvement. These tools enable businesses to make data-driven decisions and continuously optimize the customer experience.

Importance of Customer Experience Management Platforms

CX management tools helps clients track and measure their cx better so they can quickly identify their pain points and make improvements. Here’s why it is crucial for any business.

Customer Experience Management Platform Importance

1. Improves customer retention: Customer experience management software helps you better understand what customers want. By acquiring feedback and acting on it creates a feedback loop that leads to stronger customer loyalty.

2. Creates an omnichannel customer experience: With customer experience management software, businesses can connect all of their preferred channels. It helps to seamlessly provide customers with a consistent experience.

3. Helps you measure performance: CEM software empowers businesses to measure performance in terms of customer satisfaction or NPS scores over time so they can make data-driven decisions about whether certain changes are causing positive or negative effects on their customers’ experiences.

4. Identifies needed improvements quickly: Customer experience management allows businesses to identify problems earlier and take action right away before it becomes too late or too costly to make corrections.

5. Enhanced personalization: CEM software gives marketers insights into customer interactions so that their personalized messaging efforts are more effective and on-target.

9 Best Customer Experience Management Software Reviewed

Selecting the right customer experience management software is crucial for any organization looking to deliver exceptional customer engagement.

Omni24

Top customer experience management software for omnichannel CX

Omni Customer Experience Management Software

Omni24 is a customer experience management platform that offers real-time messaging, automation, and intelligence features. It enables businesses to connect with customers through various channels, including social media, web chat, email, etc.

Key features:

Omnichannel capabilities: The tool integrates with various communication channels, allowing businesses to provide a seamless experience to their customers across all touchpoints.
Collaboration tools: Collaboration features that streamline teamwork in customer service. These tools facilitate seamless communication among team members, allowing them to share information, assign tasks, and work together on complex issues.
AI-powered intelligence: Omni24 uses artificial intelligence to analyze customer data, providing insights that can be used to improve customer engagement and satisfaction.
Knowledge base: Knowledge Base serves as a centralized repository for support articles, FAQs, and best practices. It empowers customers with self-service options and helps agents quickly access information to resolve issues.
Ticket management: Omni24 organizes customer inquiries into trackable tickets, enabling prioritization, assignment, and resolution tracking. The feature streamlines support workflows as well as ensures no customer request falls through the cracks.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $129/user/month as you include add-ons. All plans come with 14 days free trial that typically include a shared inbox, knowledge base and omnichannel support.

Veemo

Top customer experience management tool for medium and large businesses

Veemo is a customer engagement software suite designed to improve the customer experience management process for companies. The platform streamlines communication and analyzes customer data allowing businesses to create seamless as well as personalized experiences for their customers.

Veemo includes various tools, including Veemo Support for customer support, Veemo Sales for sales management, and Veemo Chat for omnichannel messaging as well as chatbots. Veemo tracks, streamlines, and optimizes the entire customer journey, from initial inquiries, to post-purchase support, while also converting the customers into brand advocates.

Key features

Multichannel support: Veemo allows you to manage customer queries from multiple channels including email, phone, chat, social media and more.
Automated ticketing system: The software provides an automated and customizable ticketing system that assigns tickets to agents based on priority/skills.
Collaborative agent dashboard: Veemo offers a collaborative agent dashboard that enables multiple agents to work together on a ticket. It reduces the response time and increases productivity.
Self-service knowledge base: The software offers a self-service knowledge base that allows customers to find solutions to their issues on their own. It frees up agent time for more complex queries.
Analytics and reporting: Veemo provides detailed analytics and reporting on customer trends, agent performance as well as customer satisfaction to make data-driven decisions.
Self-service portal: The self-service portal allows customers to find answers to their questions independently. It includes FAQs, knowledge bases and guides, reducing the workload on support teams.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

Hotjar

Interactive customer experience management platform with heat maps

Hotjar is an all-in-one customer experience management software that helps businesses better understand user behavior on their website. With Hotjar, you can analyze user behavior, get feedback from site visitors and improve overall site performance.

Key features
Hotjar allows you to watch actual user session recordings to see how they interact with your website. It creates user-friendly heat maps that show which parts of your website are getting the most attention from visitors.

Pricing
Hotjar offers several pricing plans, including Free, Personal, Business, and Agency. The Free plan allows you to track up to 2,000 pageviews per day, while the Personal plan costs $39/month and allows you to track up to 10,000 pageviews per day.

Zendesk

Powerful customer experience management tool to enhance customer relationship

Zendesk is a popular customer experience management software that helps businesses improve customer relationship management and loyalty. It offers a variety of features that make it easy to manage and respond to customer inquiries, and complaints.

Key features

Zendesk allows businesses to manage customer inquiries from email, social media, chat, phone, and other channels from a single platform. The software offers advanced automation that helps streamline workflows and improve agent productivity.

Pricing
Zendesk offers a variety of pricing plans that range from $5 per user per month for basic features to $199 per user per month for enterprise-level features.

Surfly

Best cloud-based Customer experience management software

Surfly is a cloud-based tool that helps businesses manage customer interactions seamlessly across web, mobile, and chat channels. It provides a unified view of customer interactions and helps businesses optimize their support and sales workflows for better customer experiences.

Key features: Software allows customer support agents to remotely assist customers by seeing their screens and guiding them through online processes, reducing resolution times and improving customer satisfaction.

Pricing
Surfly offers three different pricing plans, starting from $49/month for its basic plan, $99/month for its professional plan, and $199/month for its enterprise plan. Businesses can also request a custom quote based on their specific needs.

Intercom

Top CX management tool to improve customer interactions

Intercom is an all-in-one customer experience management software that enables businesses to communicate with their customers effectively. It offers a range of features that help businesses build strong relationships with their clients, automate communication, and business processes, and track customer behaviors.

Key features: Live chat enables businesses to communicate with their customers in real-time. Businesses can also provide instant support to their customers, answer queries, and resolve any issues quickly.

Pricing
Intercom offers a range of pricing plans to suit different business needs. Its pricing is based on the number of active users and ranges from $39/month for the basic plan to $999/month for the premium plan.

Retently

Intuitive CX management solution for improved customer satisfaction

Retently offers a comprehensive customer experience management solution that enables businesses to measure and improve customer satisfaction. With their simple yet powerful tools, companies can gather customer feedback, analyze customer sentiment, and engage unhappy customers to turn them into brand advocates.

Key Features: Measure customer satisfaction and loyalty with NPS surveys that are quick, easy, and customizable. Get real-time insights into customer satisfaction trends, identify areas for improvement, and track progress over time.

Pricing
Retently offers flexible pricing plans that can be tailored to meet the needs of businesses of all sizes. Pricing starts at $49 per month for up to 1,000 survey responses, with options to upgrade for additional features and support.

JotForm

Top customer experience management platform with easy customizations

JotForm is an all-in-one customer experience management software that enables businesses to create customized forms and surveys for collecting customer feedback. It also offers integration with various popular tools such as Salesforce, PayPal, and Dropbox making it easy to manage customer data and automate workflows.

Key features: Create customized forms and surveys with ease using JotForm’s drag-and-drop form builder. Connect JotForm with other popular tools such as Salesforce, PayPal, and Dropbox to better manage customer data.

Pricing
JotForm offers a free basic plan that includes up to 100 monthly form submissions and 100MB of storage. For businesses with higher needs, they offer paid plans starting at $24/month up to $99/month.

UserZoom

Best CX management tool with all-in-one user research

UserZoom is an all-in-one user research platform that allows businesses to gather insights at every stage of the design and development process. From conducting remote usability tests to analyzing user feedback, UserZoom helps businesses optimize and improve their customer experience.

Key features: Conduct remote user tests with participants from around the globe, and gather feedback on new designs or features. Collect and analyze feedback from customers using various channels, including email, phone surveys, and social media.

Pricing
UserZoom offers a range of pricing plans for small, mid-sized and enterprise-level businesses. Pricing plans start at $1299 per month and include access to all core features of the platform.

Type of Customer Experience Management Tools

Customer experience management tools are essential for businesses of all sizes. They help brands to better understand customer behavior and bottlenecks to deliver an optimal experience.

Here are some common types of customer experience management tools:

Customer Experience Management Tools Types

Omnichannel support tools: These tools help businesses manage customer interactions across multiple channels. It ensures that customers receive a consistent experience no matter how they choose to interact with the business.
Self-service tools: Knowledge-based tools allow customers to solve their own problems, such as through a FAQ section on a website or a chatbot. It can improve customer satisfaction by providing a quick and easy solution to their issues.
Feedback management tools: They are designed to capture customer feedback through social listening both positive and negative. Some of this feedback can then be analyzed to identify trends and areas for improvement.
Engagement and loyalty tools: These tools are used to engage customers and strengthen customer loyalty. They include things like loyalty programs, customer surveys, and personalized marketing campaigns.

5 Criteria to Choose the Best CXM Platforms

Customer experience management (CXM) has become a critical component for businesses looking to improve their customer relations. Here’s the list of parameters to find the best one.

Scalability
When looking for a CEP, you should consider how well it can scale with your business’s growth. Look for platforms that can handle an increasing volume of customer interactions, without sacrificing performance or data accuracy. Consider a platform that can grow with your business, and that won’t require costly upgrades and migrations down the line.
Multi-channel Capabilities
Modern customers interact with businesses across multiple channels – from social media to email to chatbots. Your CEP should be able to manage all of the channels from a single, unified platform. Look for platforms that can handle both inbound and outbound communication across multiple channels, while providing consistent customer expectations.
Data Management
A good CEP should be able to capture, store, and analyze all customer data across all channels. Look for platforms that can collect and integrate data from various sources (such as CRM systems, social media and email marketing platforms)and use advanced analytics to gain insights into customer behavior and preferences.
Personalization
One of the most critical factors in customer engagement is personalization. Customers expect businesses to know and understand their unique needs and preferences. A good CEP should be able to use the data it collects to personalize interactions across all channels. Look for platforms that offer advanced personalization capabilities, such as dynamic content and recommendation engines.
Automation Features
Automating repetitive tasks can help save time and improve efficiency. Look for tools that offer automation features such as chatbots, email automation, and workflow automation to streamline your customer interactions.
Integration with Other Systems
Your CEP should be able to integrate with other systems such as your CRM, e-commerce, and marketing automation platforms. Look for platforms that offer robust APIs and integrations so you can ensure seamless data flow between systems and avoid the need for manual data entry.

Skyrocket Your Growth with the Right Customer Experience Tools

Customer Experience Management (CEM) software is essential for organizations seeking to enhance their interactions with customers. Implementing CEM solutions allows businesses to gain insights into customer behavior and preferences, enabling more personalized as well as effective engagement.

CEM software streamlines various processes, making it easier to track customer journeys and manage feedback across multiple touchpoints. Improved data analysis leads to informed decision-making and the ability to identify areas for enhancement. A strong CEM strategy not only strengthens customer relationships but also fosters loyalty and retention. Embracing CEM software is key to achieving long-term business success.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

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FAQs on Customer Experience Management Software

1. How does CEM software benefit businesses?

CEM software helps businesses understand and improve customer experiences across all touchpoints. It provides valuable insights into customer behavior, preferences, and pain points, enabling companies to make data-driven decisions. It leads to increased customer satisfaction, loyalty, and ultimately, higher revenue through improved products, services, as well as customer retention.

2. How does CEM software collect customer feedback?

CEM software collects customer feedback through various channels, including surveys, social media monitoring, website analytics, and customer service interactions. It uses automated tools to gather and analyze data from multiple sources, providing a comprehensive view of customer sentiment. The software can also trigger real-time alerts for immediate action on critical feedback.

3. What is customer journey mapping and why is it important?

Customer journey mapping is the process of visually representing a customer’s interactions with a company over time. It’s important because it helps businesses understand the customer’s perspective, identify pain points, and improve the overall experience. Journey mapping enables companies to optimize touchpoints, streamline processes, while creating more personalized and satisfying customer experiences.

4. What are some common challenges in implementing CEM software?

Common challenges in implementing CEM software include integrating it with existing systems, ensuring data accuracy and consistency, while getting buy-in from all departments. Training staff to effectively use the software and act on insights can also be challenging. Additionally, managing the volume of data and translating it into actionable strategies can be overwhelming for some organizations.

5. How can I measure the ROI (Return on Investment) of CEM software?

To measure ROI of CEM software, track key metrics such as customer satisfaction scores, retention rates, and lifetime value before & after implementation. Monitor operational efficiencies, such as reduced support costs or increased sales. Calculate the financial impact of improved customer experiences, including increased revenue and cost savings. Compare these benefits against the total cost of ownership.