Best Customer Experience Management (CXM) Software

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Customer Experience Management for Higher Customer Lifetime Value

Attract new customers and retain the existing ones with the best customer experience management strategy that delivers a positive experience

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 What is Customer Experience Management Software?
2 Features of Customer Experience Management Software
3 Importance of Customer Experience Management Platform
4 9 Best Customer Experience Management Software Reviewed
5 Type of Customer Experience Management Tools
6 5 Criteria to Choose the Best CXM Platform
7 Skyrocket Your Growth with the Right Customer Experience Tools
8 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
9 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 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 centralized customer data and allows companies to identify trends that can inform their customer experience strategy.

The key objectives of the customer experience management solution are as follows:

Improve customer satisfaction by providing personalized experiences 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.

Features of Customer Experience Management Software

Customer experience management software is a crucial tool for businesses looking to improve their relationships with customers and drive loyalty and satisfaction. This software helps companies collect and analyze customer feedback, track customer interactions, and identify areas for improvement.

Here are some key features of customer experience management software:

Omnichannel Integration

CEM software integrates various communication 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 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 for identifying areas of improvement and understanding customer preferences and 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 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 Platform

Measuring customer experience (CX) is essential for any business and needs to be tracked, which is why customer experience management software is vital. CEM software helps clients track and measure their CX better so they can quickly identify their pain points and make necessary improvements.

Here are five reasons why companies need CEM software:

Importance of Customer Experience Management Platform

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.

Let us take a look at the nine best customer experience tools and review their features and benefits.

1. Omni24

Top customer experience management software for omnichannel CX

Omni24 is a leading digital customer experience management software that enables businesses to connect with their customers via multiple channels seamlessly. With Omni24, companies can manage conversations and customer data in one place, providing a personalized experience to each customer.

Key Features

Omnichannel Communication: The software offers a range of communication channels including email, chat, social, and more to ensure businesses are accessible to customers at their convenience.
Customer Journey Integration: The CEM software integrates with existing systems, allowing businesses to centralize customer data and gather valuable insights into customer behavior.
AI-Powered Automation: The customer experience management software uses AI to automate customer interactions, freeing up time for customer service teams to focus on complex issues.
Collaborative Workspace: Omni24 provides a collaborative workspace, allowing team members to work together to resolve customer inquiries on the same platform.
Customizable Templates: The CEM software offers a range of customizable templates enabling businesses to create their own branding and tailor communications to their specific requirements.

Pricing: The pricing starts from $34/month. The pricing depends on factors like the number of users, the level of features required, and the scale of customer support operations. Omni24 also offers a 14-day free trial for businesses to explore its features. Check out their pricing for more detailed comparison.

2. Veemo

The best customer experience management software for seamless CX

Veemo is a conversational CX 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 and 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 and chatbots. Veemo tracks, streamlines, and optimizes the entire customer journey, from initial inquiries, to post-purchase support, and converting the customers into brand advocates.

Key Features

Omnichannel Engagement: The tool enables businesses to communicate with their customers through multiple channels such as email, chat, social media and phone providing a seamless experience for customers.
Knowledge Management: The software allows businesses to manage and store knowledge articles, helping to resolve customer queries more efficiently.
Customer Segmentation: Veemo helps businesses segment their customers based on their behavior, demographics and preferences allowing them to deliver targeted messages and offers that resonate with their audience.
Actionable Insights: The CX software provides real-time analytics and reporting, allowing businesses to track their customer interactions, measure their performance and make data-driven decisions to improve their customer experience.
Workflow Automation: Veemo streamlines workflows and automates repetitive tasks, such as ticket routing, agent assignments, and response templates, allowing businesses to focus on delivering exceptional customer experiences.
Integrations: The CX tool seamlessly integrates with other business systems, including CRM, marketing automation, and analytics tools, allowing businesses to leverage their existing technology investments.

Pricing: There are three pricing plans – the Growth plan starts at $34/user/month with basic features. The Team plan is priced at $79/user/month with more features. The Enterprise plan is priced at $149/user/month which includes advanced features. The software pricing is also customizable as per business requirements. It also offers a 14-day free trial. Check out the pricing plans for more detailed comparisons.

3. Hotjar

Hotjar Customer Experience Management Software

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.

4. Zendesk

Zendesk Customer Experience Management Software

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.

5. Surfly

Surfly 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.

6. Intercom

Intercom Customer Experience Management Software

The ultimate customer experience management software which automates business

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.

7. Retently

Retently Customer Experience Management Software

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.

8. JotForm

Jotform Customer Experience Management Software

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.

9. UserZoom

UserZoom Customer Experience Management Software

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:

Type of Customer Experience Management Tools

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 Platform

Customer experience management (CXM) has become a critical component for businesses looking to improve their customer relations and overall success. With the plethora of CXM platforms available in the market, choosing the right one can be a daunting task.

To help make the decision-making process easier, here are five criteria to consider when selecting the best CEP for your business:

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

Customers now expect a high level of convenience and personalization from the brands they interact with, and those who fail to meet these expectations are at risk of being left behind. With the right customer experience tools in place, businesses can improve their customer retention and stand out from the competition, leading to long-term growth and 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

How does CEM software benefit businesses?

Customer experience management software helps businesses understand customer preferences and pain points, leading to improved products/services, increased customer loyalty, higher retention rates, and ultimately, increased revenue.

How does CEM software collect customer feedback?

CEM software collects customer feedback through various channels such as surveys, feedback forms, social media monitoring, and online reviews. Some software also provides sentiment analysis to interpret customer sentiment from text data.

What is customer journey mapping and why is it important?

Customer journey mapping is the process of visually representing the various touchpoints and interactions a customer has with a brand. It helps businesses identify areas for improvement in the customer experience.

What are some common challenges in implementing CEM software?

Common challenges include data integration issues, ensuring accurate and unbiased feedback collection, managing and interpreting large volumes of customer data, and aligning CEM efforts with overall business objectives.

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

ROI can be measured through various metrics such as customer retention rates, customer satisfaction scores (CSAT), Net Promoter Score (NPS), and increased revenue from loyal customers.