Top 7 Customer Experience Software for Businesses in 2024

customer experience(CX) software platforms

Make the Best CX Platform Part of your Customer Experience Strategy

Businesses with a solid CX strategy create strong customer relationships and increase their lifetime value.

Higher Customer Lifetime Value

Deploying CX platform enables personalized interactions and seamless customer journeys, which enhance satisfaction levels. It helps businesses respond to customer needs quickly, drive repeat purchases and maximize the long-term revenue potential.

Reduced Customer Churn

Provide personalized interactions and proactive support with customer experience software to ensure customers feel valued. It analyzes data to predict and address potential issues before they escalate. By improving overall satisfaction, it minimizes the likelihood of customers leaving.

Increased Brand Equity

Consistently deliver exceptional and personalized customer experiences with CX software. The tool gathers feedback and insights to refine brand’s offerings. Positive experiences and strong relationships boost the brand’s reputation.

Higher Customer Satisfaction

Using a customer experience platform increases satisfaction by personalizing interactions based on customer preferences. It streamlines communication and support channels, ensuring prompt resolutions enhancing the overall customer experience.

Providing an exceptional customer experience (CX) is paramount in the modern business landscape. That’s where customer experience software comes into play, offering businesses a range of powerful benefits that can significantly boost their success. CX software has become an essential tool for businesses aiming to thrive in a competitive market

No matter if you are using a new to CX software or looking to upgrade your existing systems, this resource will provide valuable insights to help you make informed decisions and elevate your customer experience strategy to new heights.

Explore the various types of customer experience platforms available, their key features and how they can help you create memorable customer interactions.

1 What is Customer Experience Software?
2 Comparing Top 7 Customer Experience Platforms
3 Prominent Features of Customer Experience Solutions
4 Types of Customer Experience Management Platform
5 Best Customer Experience Software for Businesses
6 Criteria for Choosing Right Customer Experience Software
7 Key Benefits of CX Management Systems
8 Drive Sales with Exceptional CX Software
9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
10 FAQs about Customer Experience Software

What is Customer Experience Software?

Customer experience (CX) software refers to a type of technology designed to help businesses manage and improve their interactions with customers across various touchpoints. It works by analyzing customer data to enhance overall customer experience.

The software helps in creating personalized experiences across multiple channels and customer service platforms. Customer experience software aims to improve satisfaction, loyalty and retention by empowering businesses to deliver consistent, high-quality experiences in the entire lifecycle.

Key features:

Data collection: Gathers customer information from multiple sources like websites, social media, support tickets, surveys and purchase history.
Analysis: Uses analytics tools to process this data, identifying patterns, trends and insights about customer behavior or preferences.
Customer journey mapping: Creates visual representations of customer interactions with the company across different channels and touchpoints.
Personalization: Utilizes gathered insights to tailor experiences, communications and offerings to individual customers.
Automation: Streamlines repetitive tasks or processes to improve efficiency and consistency in customer interactions.

Comparing Top 7 Customer Experience Platforms

Providing exceptional customer experience is essential for businesses to retain loyal customers. Customer experience platforms are designed to help companies optimize their client interactions across various channels.

Software	Key Features	Price	Trial
Omni24	Omnichannel support Knowledge base Customer feedback management	Starts at $34/agent/month	14-day free trial
Veemo	Case management Knowledge management Omni-channel routing	Starts at $34/user/month	14-day free trial
HubSpot Service Hub	Ticketing system Knowledge base Live chat and chatbots	Starts at $45/month (2 users)	14-day free trial
Freshdesk	Multichannel support Automated ticket dispatch Self-service portal	Starts at $15/agent/month	21-day free trial
Qualtrics XM	Customer feedback collection Text and sentiment analysis Journey mapping	Custom pricing	Free trial available (duration varies)
Genesys Cloud	Omnichannel routing Workforce engagement management	Starts at $75/user/month	Free trial available (duration varies)
Adobe Experience Platform	Real-time customer profile Segmentation engine	Custom pricing	Free trial available (duration varies)

Prominent Features of Customer Experience Solutions

Providing exceptional customer experiences is crucial for success. To achieve this, many businesses are turning to customer experience solutions to help streamline and improve their client interactions.

Features of Customer Experience Software

1. Omnichannel Support

Omnichannel support is a cornerstone of modern CX solutions. It enables businesses to provide seamless customer service across multiple channels, including email, phone, chat, social media, and self-service portals. The key benefit is consistency – customers can start an interaction on one channel and continue it on another without losing context.

For example, a customer might initiate a query via chatbot, escalate to email and then finish with a phone call, all while the system maintains a unified view of the interaction. The cohesive approach not only improves customer satisfaction but also increases efficiency for support teams.

2. Real-time Analytics and Reporting

CX solutions offer powerful analytics tools that provide real-time insights into customer interactions, behaviors and trends. They go beyond basic metrics like response times and customer satisfaction scores. They can identify patterns in customer behavior, predict future needs and highlight areas for improvement in the user journey.

Dashboards or customizable reports allow businesses to visualize data, track KPIs and also make data-driven decisions. For instance, analytics might reveal that customers who use a particular feature are more likely to renew their subscriptions, informing product development and marketing strategies.

3. Artificial Intelligence (AI) and Machine Learning (ML)

AI and ML capabilities are increasingly central to CX solutions. These technologies power chatbots and virtual assistants that can handle routine queries, freeing up human agents for more complex issues. AI can analyze customer sentiment in real-time during interactions, alerting human agents when intervention is needed.

Machine learning algorithms can predict customer needs based on past behavior, enabling proactive support. For example, an AI system might notice a pattern of customers struggling with a particular product feature and automatically trigger the creation of a new help article or video tutorial.

4. Personalization Engine

Personalization is crucial for delivering exceptional customer experiences. CX solutions use sophisticated personalization engines that leverage customer data to tailor interactions, content and offerings. It goes beyond simply addressing customers by name.

It involves understanding individual preferences, purchase history or behavior to provide relevant recommendations and communications. A good personalization engine might, for instance, customize the layout of a web page based on a customer’s browsing history or suggest products based on past purchases and current market trends.

5. Customer Feedback Management

Collecting, analyzing and acting on customer feedback is essential for continuous improvement. CX solutions offer tools to gather feedback through various methods such as surveys, reviews and social media monitoring. More advanced systems use text analytics and sentiment analysis to derive insights from unstructured feedback.

The key is not just collecting feedback, but closing the loop – ensuring that insights lead to actionable improvements. For example, if multiple customers report difficulty with a checkout process, the system can flag this for immediate attention and track the resolution process.

6. Journey Mapping and Orchestration

Customer journey mapping tools allow businesses to visualize and optimize the entire customer experience across all touchpoints. These tools help identify pain points, opportunities for improvement and moments that matter most to customers.

Journey orchestration takes this a step further by automating and personalizing customer interactions based on their position in the journey. For instance, a journey map might reveal that customers often abandon their carts at a certain point, prompting the creation of targeted reminders or incentives to complete the purchase.

7. Knowledge Management System

A robust knowledge management system is critical for both customers and support agents. For customers, it powers self-service options like FAQs, help articles and community forums. For agents, it provides quick access to information needed to resolve customer issues efficiently.

Advanced knowledge management systems use AI to continuously improve content based on user interactions and feedback. They might also employ natural language processing to understand and respond to customer queries more effectively, even anticipating questions before they are asked.

8. Integration Capabilities

The ability to integrate with other business systems is crucial for a comprehensive view of the customer. CX solutions typically offer APIs as well as pre-built integrations with popular CRM systems, marketing automation platforms, and e-commerce solutions.

The integration allows for a 360-degree view of the customer, combining transactional data with interaction history and preferences. For example, integrating CX software with a CRM system might allow a support agent to see a customer’s entire purchase history and current sales pipeline while handling a support ticket, enabling more informed service.

Types of Customer Experience Management Platform

Customer experience management platforms are essential tools for businesses looking to enhance customer satisfaction and loyalty.

1. Omnichannel CEM Platforms

These platforms focus on providing a seamless experience across all customer touchpoints. They integrate various channels such as websites, mobile apps, social media, email, phone and in-store interactions.

Omnichannel CEM platforms ensure consistency in customer interactions, allowing customers to switch between channels without losing context. They typically include features like unified customer profiles, cross-channel analytics and integrated marketing capabilities.

2. Voice of the Customer (VoC) Platforms

VoC platforms are dedicated to capturing, analyzing and acting on customer feedback. They use various methods to collect customer opinions, including surveys, social media listening, review monitoring and direct feedback channels.

Advanced VoC platforms employ text analytics and sentiment analysis to derive insights from unstructured feedback. They often include features for closing the feedback loop, ensuring that customer input leads to tangible improvements in products or services.

3. Customer Journey Mapping Platforms

These specialized platforms help businesses visualize the entire customer journey. They allow companies to map out every interaction a customer has with their brand, from initial awareness to post-purchase support.

The features include journey visualization tools, touchpoint analysis and the ability to identify pain points. Some advanced platforms also offer journey orchestration capabilities, allowing businesses to automate and personalize customer interactions based on their position in the journey.

4. Digital Experience Platforms (DXP)

DXPs focus on managing digital customer experiences across web, mobile and other digital channels. They include content management systems, personalization engines, analytics tools and e-commerce capabilities. DXPs are useful for businesses with a strong online presence, helping them create cohesive and personalized digital experiences across all touchpoints.

5. Customer Data Platforms (CDP)

CDPs play a crucial role in customer experience management by unifying customer data from various sources. They create a single, comprehensive view of each customer, which can be used to inform personalization, marketing and customer service efforts. CDPs often integrate with other CEM tools to provide the data foundation for personalized experiences.

6. Employee Experience Platforms

Recognizing the link between employee satisfaction and customer experience, these platforms focus on improving the employee journey. They include features for employee feedback, performance management, training & development and internal communications. By enhancing employee engagement, these platforms indirectly contribute to better customer experiences.

7. AI-Powered CEM Platforms

These platforms leverage artificial intelligence and machine learning to enhance various aspects of customer experience management. They include features like predictive analytics, automated personalization, AI-powered chatbots and intelligent routing of customer inquiries. AI-enabled platforms can analyze vast amounts of data to uncover insights and automate many aspects of customer interaction.

Best Customer Experience Software for Businesses

One way to ensure a top-notch customer experience is by utilizing customer experience software. CX software helps businesses track and improve their interactions with customers across various channels.

1. Omni24

Omni24 is a widely-used customer experience platform that helps businesses improve their customer relationships. It offers a suite of support, sales and customer engagement tools that integrate seamlessly to provide a comprehensive CX solution. The software is known for its user-friendly interface and flexibility, making it suitable for businesses of all sizes.

Key features:

Knowledge base: Enables creating self-service portals empowering customers to find answers independently.
Analytics and reporting: Provides detailed insights into support performance, customer satisfaction and team productivity.
AI-powered bot: Offers an AI chatbot that can handle routine inquiries, freeing up human agents for more complex issues and providing 24/7 support.
Customizable workflows: Allows businesses to create automated ticket routing, macros, and triggers to streamline support processes.

Pricing: The pricing starts from $29/user/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 before making a commitment.

2. Veemo

Veemo offers a powerful and scalable customer service solution. It’s well-suited for all-size businesses. The CX software is known for its robust features and ability to handle complex customer service scenarios.

Key features:

Omnichannel routing: Intelligently assigns cases to the most appropriate agent based on skills, availability and workload, ensuring efficient service delivery.
360-degree customer view: Provides a complete view of the customer, including interaction history, preferences and relevant data from other Salesforce products.
Customer feedback: Offers tools for analyzing customer feedback through surveys, including NPS, CSAT and CES measurements.
Ticket automation: Includes tools for automating ticket routing, task creation and follow-ups to streamline the support process.

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.

3. HubSpot Service Hub

HubSpot Service Hub is part of HubSpot’s integrated CRM platform. It is designed to help businesses streamline their customer service operations and improve customer satisfaction. Service Hub is particularly popular among small to medium-sized businesses due to its user-friendly interface and integration with HubSpot’s marketing/sales tools.

Key features: HubSpot Service Hub includes a ticketing system, knowledge base, live chat, chatbot functionality, and customer feedback surveys. It offers automation tools for routine tasks, a reporting dashboard for tracking key metrics and seamless integration with other HubSpot products.

Pricing: HubSpot Service Hub starts at $45 per month for two users on the Starter plan. The Professional plan is $360 per month for five users and the Enterprise plan is $1,200 per month for ten users.

4. Freshdesk

Freshdesk is a cloud-based customer support software that helps businesses manage and streamline their customer service operations. Known for its intuitive interface and affordable pricing, Freshdesk is popular among small to medium-sized businesses but also scales well for larger enterprises.

Key features: Freshdesk offers multichannel support, allowing businesses to manage tickets from email, phone, chat and social media in one place. It includes an automated ticket dispatch system, self-service portal, team collaboration tools and comprehensive reporting & analytics.

Pricing: Freshdesk offers a free plan for up to 10 agents. Paid plans start at $15 per agent per month for the Growth plan, $49 per agent per month for the Pro plan and $79 per agent per month for the Enterprise plan.

5. Qualtrics XM

Qualtrics XM (Experience Management) is a comprehensive platform designed to help businesses manage the four core experiences of business: customer, employee, product and brand. It’s known for its advanced analytics capabilities and is often used by larger enterprises conducting extensive market research.

Key features: Qualtrics XM provides tools for customer feedback collection across multiple channels, advanced text, sentiment analysis and predictive analytics. It offers journey mapping capabilities, action planning tools and a robust integration ecosystem. The platform also includes features for employee experience management and brand tracking.

Pricing: Qualtrics XM offers custom pricing based on the specific needs and size of the organization. They do not publicly list their prices, so interested businesses need to contact Qualtrics directly for a quote.

6. Genesys Cloud

Genesys Cloud is a cloud-based contact center platform that offers a range of customer experience and employee engagement capabilities. It’s known for its scalability and is often used by midsize to large enterprises looking for a comprehensive contact center solution.

Key features: Genesys Cloud provides omnichannel routing, workforce engagement management and AI-powered automation tools. It offers advanced analytics & reporting capabilities, self-service options and open APIs for custom integrations. The platform also includes features for quality management and compliance.

Pricing: Genesys Cloud pricing starts at $75 per user per month for the Cloud CX 1 plan. Cloud CX 2 and Cloud CX 3 plans are available at higher price points with pricing available upon request.

7. Adobe Experience Platform

Adobe Experience Platform is a comprehensive customer experience management solution that’s part of the larger Adobe Experience Cloud. It’s designed to help businesses create and deliver personalized experiences across all customer touchpoints. This platform is typically used by larger enterprises with complex customer experience needs.

Key features: Adobe Experience Platform offers real-time customer profiling, a powerful segmentation engine and journey orchestration capabilities. It includes AI and machine learning features for predictive analytics and personalization. The platform provides robust data governance tools and integrates seamlessly with other Adobe products.

Pricing: Adobe Experience Platform uses a custom pricing model based on the specific needs and scale of the business. Interested organizations need to contact Adobe directly for a personalized quote.

Criteria for Choosing Right Customer Experience Software

Providing exceptional customer experience is key to attracting and retaining customers. To enhance customer experience, many businesses are turning to customer experience software.

How to Choose Customer Experience Software

User-friendliness: The software should have an intuitive interface that’s easy for your team to navigate and use effectively. Look for solutions with clean, logical layouts and customizable dashboards. Consider the learning curve required for your staff to become proficient with the tool. A user-friendly system will lead to quicker adoption and efficient use of the software’s features.
Business needs and goals: Align the software’s capabilities with your specific business objectives. Consider your current pain points and future growth plans. Does the software offer the features you need to address these issues and support your goals? Ensure the platform can scale with your business and adapt to changing customer experience strategies.
Customer support and training: Evaluate the level of support and training provided by the vendor. Look for comprehensive onboarding processes, ongoing technical support, and resources. Consider the availability of dedicated account managers or success teams, especially for enterprise-level solutions.
Artificial Intelligence and automation: AI and automation can significantly enhance customer experience management. Look for features like AI-powered chatbots, predictive analytics and automated workflow capabilities. These can improve efficiency, provide deeper insights and enable more personalized customer interactions.
Take advantage of free trials: Most vendors offer free trials or demos. Use these opportunities to test the software in your actual business environment. Involve key stakeholders in the trial process to gather diverse perspectives on the tool’s effectiveness and fit for your organization.
Check for advanced segmentation: Advanced segmentation capabilities allow for more targeted and personalized customer experiences. Look for software that enables you to segment customers based on various criteria such as behavior, preferences, purchase history and demographics.

Key Benefits of CX Management Systems

Customer experience (CX) management systems are becoming increasingly popular among businesses looking to enhance their customer interactions and improve overall satisfaction.

Enables faster resolution of issues: CX management systems provide agents with customer information and interaction history at their fingertips. It allows for quicker understanding of their problems and efficient resolution. Advanced systems use AI to suggest solutions based on similar past issues, further speeding up the process. The result is reduced wait times, faster problem-solving and improved customer satisfaction.

Automates routine tasks: By automating repetitive tasks like ticket routing, response categorization and basic inquiries through chatbots, CX systems free up human agents to focus on more complex interactions. It increases efficiency, reduces human error and improves response times. Automation can handle customer interactions, providing 24/7 support without increasing staffing costs.

Increased revenue: CX systems contribute to revenue growth in multiple ways. By improving customer satisfaction, they increase retention, which is more cost-effective than acquiring new customers. They also enable personalized marketing and upselling opportunities based on customer data & behavior analysis. By identifying pain points in the customer journey, these systems help businesses improve their products /services.

Ensures a uniform customer experience: CX management systems help maintain consistency across all customer touchpoints. Whether a customer interacts via social media, email, phone, or in person, the system ensures they receive the same level of service and information. The consistency builds trust and reinforces brand identity, leading to a more satisfying overall customer experience.

Brand reputation enhancement: By improving customer satisfaction and enabling prompt resolution of issues, CX systems significantly contribute to enhancing brand reputation. They allow businesses to proactively address customer concerns, often before they escalate. Positive customer experiences lead to better reviews, increased word-of-mouth recommendations and improved brand perception in the market.

Drive Sales with Exceptional CX Software

Customer Experience Software has become an indispensable tool for businesses aiming to thrive in a competitive landscape. By leveraging these powerful platforms, companies can gain deep insights into customer behavior, streamline interactions across multiple touchpoints and deliver personalized experiences that foster loyalty.

As technology continues to evolve, CX software will undoubtedly play an even more crucial role in shaping customer-centric strategies. To stay ahead, businesses must embrace these solutions, continuously adapt to changing customer expectations and prioritize the seamless integration of CX software into their overall business strategy. By doing so, they can create lasting connections with customers and secure a competitive edge in the market.

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 about Customer Experience Software

1. How does Customer Experience Software integrate with other business tools?

Customer Experience Software can integrate with various business tools such as CRM systems, email marketing platforms and social media analytics tools. This integration allows businesses to gather data from different sources and provide a more comprehensive view of their customers. By combining data from different tools, businesses can create personalized and targeted marketing campaigns, improve customer service and streamline their overall customer experience efforts.

2. What should I consider when choosing Customer Experience Software?

When choosing CX management software, it’s essential to consider factors such as ease of use, scalability, integration capabilities, pricing and customer support. You should also look for features that align with your business goals, such as feedback management, customer journey mapping, analytics and automation capabilities.

3. How does Customer Experience Software help in retaining customers?

CX software helps in retaining customers by providing personalized and engaging experiences throughout the customer journey. By tracking customer interactions, analyzing feedback and identifying pain points, businesses can address issues promptly and proactively improve their products or services. The proactive approach to customer service can enhance customer satisfaction and loyalty, ultimately leading to higher retention rates.

4. How can Customer Experience Software help in gathering customer feedback?

Customer Experience Software offers various tools and features to gather customer feedback, such as surveys, feedback forms and sentiment analysis. By collecting feedback at different touch points along the customer journey, businesses can gather valuable insights into customer preferences, pain points and areas for improvement. The feedback can be used to enhance products or services, tailor marketing campaigns and improve overall customer satisfaction.

5. How does Customer Experience Software enhance the overall customer journey?

Customer experience platform enhances the overall customer journey by providing a seamless and consistent experience across all touchpoints. By analyzing customer interactions, preferences and behavior, businesses can personalize their communication and offerings to meet individual needs. This personalized approach can help businesses create more meaningful connections with customers, increase engagement and drive loyalty.

6. How does Customer Experience Software contribute to business growth?

Customer experience software contributes to business growth by improving customer satisfaction, increasing customer loyalty and driving repeat business. By delivering exceptional customer experiences, businesses can differentiate themselves from competitors, attract new customers through positive word-of-mouth and ultimately increase revenue and profitability.

Deliver Exceptional Experiences Using a Customer Experience Platform

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