What are the best customer experience software?
Here are the top platforms to consider when looking for the best customer experience software.
1. Salesmate.
Best overall result for the customer experience.
Salesmate helps you create and increase revenue through relationships with your customers
It's ideal for sales and customer success teams who want to strengthen collaboration and optimize their processes.
With simple, personal, and customizable dashboards, it's easy to get started with Salesmate and see the right results.
The ability to track contacts and transactions across channels, automate workflows, and get real-time information about your business makes Salesmate a top choice for those looking to improve their customer experience.
If you want to convert more prospects into customers and keep them happy, Salesmate's advanced features allow you to provide a great customer experience.
Features
- A visual sales pipeline helps you track and manage your sales process from start to finish.
- Synchronizing email and calendars helps organize and streamline your sales process by automatically creating tasks, appointments, and events in Salesmate based on emails and calendar entries.
- Tracking sales activities allows you to see which activities are most effective at driving business forward in your pipeline and generating revenue.
- Sales sequences help you automate repetitive tasks so you can focus on selling, and lead attribution ensures that each lead is followed up quickly.
Pricing
Salesmate offers these pricing plans:
- Entry: 12
- Growth: 24
- Boost: 40
- Business: Customized
Strengths
- The intuitive interface makes it easy to use the software, even if it's the first time you're using a customer experience product.
- This support is very responsive, and you can usually get a response within a few minutes.
Disadvantages
- Scheduling business and closing hours can be improved when it comes to taking calls.
What's new
- The drag-and-drop email template creator and editor helps users create beautiful, responsive email templates without the need for HTML.
- Formula fields in Salesmate now allow for custom calculations and data manipulation, making it even more accessible to get the information you need from your customer data.
Start with Salesmate.
2. Freshdesk.
Best solution for monitoring customer status.
Freshdesk is a great solution for those who want a unified solution for support, sales, marketing, and IT solutions for their business.
The combination of available products makes it easy to offer a great experience to your customers.
Having everything in one place is a huge selling point and makes Freshdesk a top choice for those who want customer experience management software that doesn't get in the way of running their business.
The ability to engage in more meaningful conversations facilitates the coaching process and helps you close more deals.
Freshdesk is also constantly being improved with new features and updates that help you become even more productive.
Features
- Monitor customer health to identify problems early on and prevent them from becoming more important.
- Proactively manage “at-risk” customers to ensure they have the best possible experience.
- Turn traditional “firefighting” into an enjoyable process that allows you to quickly resolve customer issues.
- Increase the value of each customer by upselling and cross-selling relevant products and services.
- Help the right people in your organization find actionable customer trends so they can make informed decisions about the direction of the business.
Pricing
Freshdesk offers the following pricing plans:
- Domain: $79 per user per month
- Forest: $129 per user per month
Strengths
- The ability to connect multiple channels and reach your audience where they are is a great feature of this software.
- You can also create personalized automatic messages that are specific to each customer.
Disadvantages
- It's a bit complicated to use at first, which involves a learning curve.
What's new
- Enhancements to report sharing and exporting through Freshdesk Analytics allow users to share and export reports with just a few clicks.
Start with Freshdesk.
3. Hubspot Service Hub.
Better for automating customers.
Hubspot Service Hub is ideal for those who understand that nowadays, customers only want the best service and want to be blown away by the experience they get.
The problem is that most customer service representatives are too focused on their task and lose sight of the customer.
That's where the Hubspot Service Hub comes in.
It has numerous features that keep the customer at the center of your service.
It also offers an excellent knowledge base that allows issues to be resolved quickly without having to go back and forth with the customer.
Automation features help free up time to focus on more important tasks, and reporting features allow you to track your progress and identify areas for improvement.
You can identify the right opportunities that allow you to provide the best service in an authentic and personal way.
If you want to be able to support your customer base with a world-class service, then Hubspot's Service Hub is the right choice for you.
Features
- Help desk and ticketing modules help you track and resolve customer issues.
- Service analytics gives you the data you need to improve your service.
- Team management helps you manage your team and distribute tasks effectively.
- A fully integrated customer relationship management system gives you a comprehensive view of your customer.
- A shared inbox allows your team to collaborate on customer issues.
- Conversational intelligence uses AI to help you understand customer sentiment.
Pricing
Hubspot Service Hub offers these plans:
- Starter: starting at $45/month
- Professional: Starting at $800/month
- Business: Starting at $3,200/month
Strengths
- The ability to automate and streamline many of the software's functions facilitates the entire workflow.
- Various API integrations make the customization process very flexible.
Disadvantages
- Setting up single sign-on for certain users is sometimes difficult.
What's new
- You can now create content in any language in which you operate using the knowledge bases provided to extend your reach.
Start with HubSpot.
4. LiveAgent.
Best for resolving support tickets.
LiveAgent helps you respond to more tickets in less time thanks to its powerful versatile features.
With over 130 ticketing features, LiveAgent is one of the most feature-rich customer service software on the market.
It also has a wide range of integrations that allow you to connect it to other software that you might use.
Being the highest rated chat widget in the world, LiveAgent is also one of the most popular customer service software on the market today.
If you want to improve customer satisfaction by reducing wait times (while simultaneously offering more personalized service), LiveAgent is a good software choice to consider.
Features
- Custom domains allow you to use your domain name for your customer service software.
- An unlimited number of users are included, so you can add as many users as you want.
- Fully customizable and scalable, it allows you to adapt the software to your specific needs.
- Unlimited call recordings allow you to keep track of all of your customer interactions.
- Assisted call transfers help you route calls to the right agent.
- As it is suitable for both incoming and outgoing calls, the platform is ideal for both types of customer service.
Rates
Here are the proposed pricing plans:
- Free: $0/agent/month
- Ticket+Chat: $29/agent/month
- All inclusive: $49/agent/month
Strengths
- Providing a universal inbox is a great way to see all the posts that need a response.
- The ability to organize your video tutorials in a way that makes sense for your customers as they move through their lifecycle is very handy.
Disadvantages
- The user interface of the Android application leaves a lot to be desired.
What's new
- The search bar has been redesigned to make it easier to find the information you need.
- You can now connect with customers directly from the contact form edit screen.
Start with LiveAgent.
5. Qualtrics.
Better at understanding customer feelings.
Qualtrics is great for businesses that value the individual customer experience.
It offers a wide range of features that allow you to gather feedback, measure customer satisfaction, and identify areas for improvement.
Thanks to the ultimate listening engine, Qualtrics gives you the ability to detect even the most minor changes in customer sentiment.
Journey management also allows you to gain a comprehensive understanding of your customers' experience in order to optimize the customer journey from start to finish.
If you want to provide an exceptional customer experience by taking a close interest in what customers say about your business, Qualtrics is a great choice.
Features
- Improve customer retention and loyalty every time they contact you.
- Optimize your customer acquisition process by attracting the right type of target audience.
- Lower the cost of providing the right service while ensuring excellent customer support.
Pricing
You will need to request a demo to get pricing information.
Strengths
- A variety of online documentation is available to help you get started with Qualtrics.
- The platform offers a multitude of functionalities to define, measure, and prioritize your initiatives in order to provide a quality customer experience.
Disadvantages
- Customization can be quite tricky, especially for those who are relatively new to Qualtrics.
What's new
- Help text has been added in case of email bounces so that you can take the necessary steps to resolve the issue.
6. Pipeone.me.
Best way to combine multiple sales channels.
Pipeone.me combines various channels into a simple customer service software.
It is therefore ideal for businesses that need to provide customer support through multiple channels, including phone, email, chat, and social media.
The platform also uses communication platforms like WhatsApp, Facebook Messenger, and even SMS to reach the right customer.
This allows you to provide a great experience regardless of how your customers contact you.
You will also be able to see a unified picture of your customers' profiles and preferences in order to offer them a more personalized service.
If you want to improve your customers' experience by providing support through multiple channels, Pipeone.me is a great platform to consider.
Features
- Simultaneous agents and chats allow you to provide support to multiple customers at the same time.
- A chronological view with all the history per contact allows you to see the complete history of your interactions.
- Organizing your view by conversation status allows you to know which discussions are active, pending, or resolved.
- Tickets that track the needs of your customers help you ensure that all of your customers are served properly.
- The ability to define different permissions and access rights for your users allows you to control who has access to which features.
Rates
The pricing plan is simple to understand and use.
With the option to add an unlimited number of team members, you'll only pay based on the number of contacts you have.
For example, at the lower and upper end of the spectrum, you'll pay $25 per month for 100 contacts and $134 per month for 15,000 contacts.
You'll need to contact their sales team if you have more than 20,000 contacts.
7. Salesforce Service Cloud.
Better for AI workflows.
Salesforce Service Cloud is amazing for creating AI-powered workflows and automation.
This automation can help you improve your customer service by reducing the need for manual tasks.
The platform also offers a wide range of features to help you provide a great customer experience.
The connection of Salesforce Service Cloud at Slack allows you to create a seamless workflow between the two platforms to get your work done faster and more efficiently.
You'll be able to empower your customer service teams to resolve issues more quickly, improve customer service, and strengthen collaboration.
Features
- Complete tasks more quickly with guided, step-by-step flows that integrate with your existing systems.
- Automatically schedule the best person for the job at hand and get real-time job status updates.
- Access data online and offline with the field service application so you can serve customers even when you're not connected to the Internet.
- Bring all of your digital interactions together in one place with a unified view of each customer's journey.
- Evolve support with AI-powered chatbots that can take on simple tasks so your agents can focus on more complex issues.
Rates
Salesforce Service Cloud comes with a 30-day free trial. You can also watch a demo to see if this solution fits your needs.
Other customer experience software not mentioned in this article include Zendesk, Zoho CRM Plus, Freshdesk, Adobe Experience Cloud, and Medallia.
What is a customer experience software?
Customer experience software is a suite of tools that help businesses increase customer satisfaction and loyalty.
With customer experience management (CXM) software, businesses can get a 360-degree view of the customer, their interactions, and their feedback.
Businesses that want to increase customer satisfaction need to clearly understand what customers say about the products and services they provide.
It also means that by collecting more and more customer data, it's becoming easier for businesses to identify areas where they can make improvements.
Customer experience software can help businesses:
- Get a complete understanding of who their target customer is
- Understanding customer feelings
- Analyze customer feedback
- Improving customer satisfaction
There are many different types of customer experience software out there, but they all have one common goal: helping businesses improve customer satisfaction.
Key features of the best customer experience management software
While the characteristics of a great customer experience management platform depend on the business and its needs, there are some key characteristics that all major platforms share.
A company that wants to improve customer satisfaction should look for a platform that offers the following features.
1. Customer data analysis
With customer expectations constantly evolving, it is more important than ever for businesses to deeply understand their customer base.
With metrics ranging from customer retention to retention, analytics can help you track a variety of behaviors and identify areas where you can improve.
Additionally, customer behavior analysis can provide a snapshot of what the future holds through predictive analytics.
2. Digital asset management
While customer knowledge is essential, it's not the only thing businesses need to focus on.
The right customer experience management solution will also allow businesses to manage their digital assets.
These are images, videos, and other digital content that can be used to improve the customer experience.
3. Tools to help communicate with customers
Positive customer experiences start with the first interaction between a customer and a business.
Whether it's a call center with multiple customer communication channels or a customer self-service platform that offers engagement tools, businesses need to have a way to communicate with their customers properly and right from the start.
Additionally, it's increasingly important to be an omnichannel business as customers expect a seamless experience across all channels.
The best customer experience platform will provide these tools and make them accessible as needed.
4. Ways to gather customer feedback
Many customer service solutions provide tools for collecting feedback at various customer touchpoints.
From onboarding to post-purchase, getting the right information is critical to improving the customer experience.
When it comes to collecting feedback, the most popular CSAT (customer satisfaction) surveys are the NPS (net promoter score) and the CES (customer effort score).
The best customer experience platforms can collect information related to these surveys and provide actionable insights based on the results.
5. Feedback Management
Not only is it essential to gather customer feedback, but also to have a way to manage it over time.
Whether it's dealing with new customers who have just started using your product or looking at churn rates, CX software with integrated feedback management will allow you to take appropriate steps to improve the overall customer experience.
6. Sentiment analysis
Closely linked to feedback management, sentiment analysis helps to understand what customers think of your business, product, or service.
In practical terms, sentiment analysis takes unstructured customer feedback and analyzes it to understand the emotions associated with it.
This can be an essential tool for quickly identifying problems and taking steps to address them.
7. Customer segmentation tools
Small businesses rely on software solutions that offer customer segmentation capabilities to improve their marketing and sales efforts.
Customer interaction can also be improved if a business knows which customer segments to focus on.
A customer-centric tool can also take segmentation information and develop marketing campaigns tailored to specific customer segments.
With a variety of management tools to create customer profiles and segmented lists, small businesses can take their customer experience to the next level.
The digital experience that can be delivered using customer segmentation tools is unparalleled.
8. Workflow Management
After collecting the right data, businesses can use customer journey mapping to develop the right campaigns as part of their work flow.
This is where you can create a personalized experience and take it to the next level because businesses will know exactly what each customer wants and needs.
In fact, several SaaS programs excel when it comes to streamlining multiple workflows.
While remaining customer-centric, these platforms allow businesses to automate various tasks and processes.
Whether it's a contact center whose processes are linked to text analytics and customer service software, or a small business that wants to use an AI-powered chatbot to facilitate sales and marketing, workflow software can help turn repeated processes into productive systems that benefit everyone.
9. API integration
The use cases for API integration are numerous and varied.
Whether it's support software solutions that want to maximize their reach by integrating with multiple CRMs or e-commerce platforms that need to connect to fulfillment centers, API integration is essential for any business that wants to provide a superior customer experience.
10. Mobile application
A mobile app is a great way to improve the overall customer experience.
By allowing customers to interact with your business or product on their mobile devices, you can make it easier for them to do business with you.
Mobile apps can also help you gather customer data, which can be used to improve the overall experience.
Summary.
Thinking about the customer experience and finding ways to improve it is essential for any business that wants to succeed.
The right software solutions can improve the customer experience and take your business to the next level.
From customer segmentation tools to mobile applications, there are many solutions that can help you provide a superior experience.
It is essential to keep the above factors in mind when choosing the best solution for your business in order to improve the experience you offer.
Have you used any of the customer experience software solutions above?
What features did you find most useful?
More information: Do you want to know how to automate your marketing while ensuring a great experience for prospects and customers?
Check out my list of best marketing automation software available at the moment.
In addition, the use ofa help desk software can be a great way to improve interactions between customers and your team, while allowing your employees to work more effectively.
