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Customer Experience Software


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Salesforce.com logo
 
Salesforce.com is the market leader among cloud-based CRM providers. They serve a wide range of industries and business sizes. Because the system is Web-based, users can access this powerful solution anywhere with Internet access.
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Salesforce.com is the market leader among cloud-based CRM providers. They serve a wide range of industries and business sizes. Because the system is Web-based, users can access this powerful solution anywhere with Internet access.
 
Base logo
 
Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
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Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
 
Chime logo
 
Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
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Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
 
NetSuite logo
 
NetSuite CRM+ provides a breadth of features for increasing sales, marketing and support efficiency. Managers can closely monitor performance and forecast future sales, while fine-tuning processes for maximum efficiency.
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NetSuite CRM+ provides a breadth of features for increasing sales, marketing and support efficiency. Managers can closely monitor performance and forecast future sales, while fine-tuning processes for maximum efficiency.
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More

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Maximizer CRM logo
 
On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.
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On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.
 
PhaseWare Tracker logo
 
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
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PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
 
inContact Hosted Call Center logo
 
inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
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inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
 
SAP Hybris Cloud for Customers logo
 
SAP Hybris is an omni-channel commerce platform, offering products designed to help enterprise companies target, engage, and support their customer base. The software is available for web-based or on-premise deployment, and integrates... Read More
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SAP Hybris is an omni-channel commerce platform, offering products designed to help enterprise companies target, engage, and support their customer base. The software is available for web-based or on-premise deployment, and integrates... Read More
 
ServiceTonic - CRM logo
 
ServiceTonic is a CRM and help desk solution for companies of all sizes in industries including accounting, advertising, distribution, healthcare, manufacturing, pharmaceuticals and many more. The software if offered in an on-premise... Read More
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ServiceTonic is a CRM and help desk solution for companies of all sizes in industries including accounting, advertising, distribution, healthcare, manufacturing, pharmaceuticals and many more. The software if offered in an on-premise... Read More

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Five9 Cloud Contact Center logo
 
Five9 Call Center software enables agents to manage inbound, outbound, blended or multi-channel contact centers.  The smart dialer features help agents handle their live prospects. An intelligent routing tool routes calls to agents... Read More
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Five9 Call Center software enables agents to manage inbound, outbound, blended or multi-channel contact centers.  The smart dialer features help agents handle their live prospects. An intelligent routing tool routes calls to agents... Read More
 
Microsoft Dynamics 365 logo
 
Microsoft Dynamics 365 provides integrated solutions that allow businesses to better track leads, automate field service, drive sales, and improve operations using mobile, enterprise-ready business apps from the cloud. The system’s... Read More
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Microsoft Dynamics 365 provides integrated solutions that allow businesses to better track leads, automate field service, drive sales, and improve operations using mobile, enterprise-ready business apps from the cloud. The system’s... Read More
 
Aspect Zipwire logo
 
Aspect Zipwire delivers cloud call center features in a scalable, user-friendly environment. Its multi-channel inbound and outbound capabilities are a fit for small to enterprise-level organizations, and everything is conveniently... Read More
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Aspect Zipwire delivers cloud call center features in a scalable, user-friendly environment. Its multi-channel inbound and outbound capabilities are a fit for small to enterprise-level organizations, and everything is conveniently... Read More
 
ContactWorld by NewVoiceMedia logo
 
ContactWorld, created by NewVoiceMedia, is a unified communication platform for any size corporation. It offers standalone call center functionality, including automatic call distribution, predictive dialer, call recording, auto attendant,... Read More
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ContactWorld, created by NewVoiceMedia, is a unified communication platform for any size corporation. It offers standalone call center functionality, including automatic call distribution, predictive dialer, call recording, auto attendant,... Read More
 
TechnologyEssentials logo
 
TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More
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TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More

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Infor CRM (formerly Saleslogix) logo
 
Infor CRM provides a complete view of contacts and interactions across user organizations. Buyers can use this CRM to increase efficiency as they identify prospects, deliver care, acquire customers and manage relations.
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Infor CRM provides a complete view of contacts and interactions across user organizations. Buyers can use this CRM to increase efficiency as they identify prospects, deliver care, acquire customers and manage relations.
 
OnContact CRM 7 logo
 
OnContact CRM 7 is a customer relationship management solution for mid-market organizations. OnContact has focused on the mid-market for over 10 years. Its latest release offers a comprehensive CRM solution for multiple industries,... Read More
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OnContact CRM 7 is a customer relationship management solution for mid-market organizations. OnContact has focused on the mid-market for over 10 years. Its latest release offers a comprehensive CRM solution for multiple industries,... Read More
 
Cynergy Software logo
 
Cynergy Software is a help desk and customer relationship management (CRM) solution for both internal employee and external customer ticketing support. Key features include detailed ticketing, a knowledge base, calendars, asset management,... Read More
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Cynergy Software is a help desk and customer relationship management (CRM) solution for both internal employee and external customer ticketing support. Key features include detailed ticketing, a knowledge base, calendars, asset management,... Read More
 
Oracle CRM On Demand logo
 
Oracle CRM On Demand is a user-friendly solution for your entire organization, directing your sales, marketing and client support efforts toward a single focus: your customers. We like how this solution can even be integrated with... Read More
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Oracle CRM On Demand is a user-friendly solution for your entire organization, directing your sales, marketing and client support efforts toward a single focus: your customers. We like how this solution can even be integrated with... Read More
 
SAP - CRM logo
 
SAP's powerful CRM solution arms medium and large companies with actionable customer insights, streamlined workflow and advanced reporting. Users will see improved efficiency, productivity and sales and marketing success.
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SAP's powerful CRM solution arms medium and large companies with actionable customer insights, streamlined workflow and advanced reporting. Users will see improved efficiency, productivity and sales and marketing success.
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: May 20, 2017


What happens when you combine two words with very broad meanings into one new term? You end up with a new term that has an even broader meaning! Such is the case with “customer experience.”

As a collective group, customers can only be defined with the broadest terms. “Experience” also has a wide variety of definitions, and whether someone’s experience is good or bad is based on how they define it.

When businesses discover they’re losing customers (or sales or subscriptions) because a competitor offers a better customer experience, many questions follow. Which customers are they losing? Which experiences are they unhappy with? Which interactions are they using to gauge their overall experience?

These are tough questions to answer. But when your business is on the line, actionable answers are a necessity. Companies are increasingly looking into customer experience software as the only tool that can provide those answers. In this Buyer’s Guide, we’ll help you understand:

What Is Customer Experience?
What Is Customer Experience Management Software?
Common Functions of Customer Experience Software
What Type of Buyer Are You?

What Is Customer Experience?

Research and advisory firm Gartner defines customer experience as "the customer's perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier's employees, systems, channels or products."

This definition is a good starting place. But what you need is information to help you develop an actionable strategy for improving your customer experience.

Every consumer has their own mix of needs, preferences, expectations and levels of tolerance. We reward businesses that best match our own personal mix with continued patronage. Businesses that can’t achieve the right combination lose customers to the businesses that do. It’s a high-stakes game with many moving parts.

Now imagine trying to improve the business strategy of a car dealership. Your market research has revealed three broad types of car buyer:

  1. Customer A needs a new car and would prefer to buy it from a local dealership, but also expects better service and has a very low tolerance for inattentive salespeople.
  2.  
  3. Customer B needs a new car but has no preference for local versus national or online dealerships. This customer expects online prices to be cheaper, but will not tolerate a poor online shopping experience.
  4.  
  5. Customer C doesn’t need a new car, but would prefer to buy one before their trade-in car loses much value. This customer expects a certain trade-in value for their old car, but will tolerate lower offers when offset by additional services.

Can you design a new strategy that caters equally well to each of the above buyers? That’s a tall order. Traditionally, very few companies have had the means to understand the needs, preferences, expectations and tolerances of each individual customer. Instead they’ve designed their customer interactions (both on- and offline) to appeal to the greatest number of customer types.

This type of customer experience strategy lumps all customers (or groups of them) together. Customers A, B and C all get the same experience, whether they like it or not.

What Is Customer Experience Management Software?

Customer experience (CX) management software can be thought of as the next stage in the evolution of customer service software. It can and often does include service applications that work on the frontlines of the business, such as live chat, and tools for self-service knowledge bases. But CX management solutions are really intended to play a more supervisory role, helping large companies connect the web of inter-departmental roles that improve or detract from individual customer experiences.

CX management software is a selection of applications that help identify the needs, preferences, expectations and tolerances of each customer on an individual basis. It is probably the only software tool that can distinguish discrete individuals from your amorphous and generic group of “customers.” These customers are defined by their own individualized needs, preferences, expectations and tolerances. In other words, they define your customers as they want to be treated: as individuals.

Common Functions of Customer Experience Software

CX management software typically offers the following functionality:

Survey tools The most direct way of asking customers about the quality of their individual and collective experiences. Net Promoter surveys, for example, are used to gauge a customer’s overall willingness to recommend the company to others.
Channel monitoring A broad group of applications designed to monitor the performance of a company’s contact channels. There are tools for specific channels as well as tools to monitor multi- and omni-channel contact centers.
Social monitoring Monitor, manage and improve interactions with customer on social media, either by integrating their management with a customer service platform or by directing them to the appropriate department.
Text analytics Extract meaningful CX data from text-based interactions. These tools rely on features such as natural language processing and sentiment analysis to automatically quantify and categorize written communications.
Speech analytics Serving a similar function, speech analytics applications are applied to phone (or video) conversations. They can, for example, identify the emotional states of customers while speaking to an employee over the phone.
Online analytics Provide insight into the online component of CX. Since customers frequently go online to learn about a company’s product or services, the performance and availability of online resources can be a large factor in shaping CX.

Oracle’s RightNow customer experience software

Improving CX on social media with Oracle’s RightNow CX software

What Type of Buyer Are You?

Different companies have different approaches to CX management. One of the most significant factors affecting a company’s strategy is its size and organizational structure.

Large enterprises with many departments are ideal candidates for the most robust and full-featured CX management platforms. Enterprises—think large financial institutions and multinational corporations—have unique CX challenges, due in part to the complexity of their internal organization. Their CX improvement initiatives can require changing the company culture. CX management platforms can facilitate and monitor these changes, even across multiple departments or within offices around the world.

Midsize corporations can usually get by with less comprehensive CX management tools, so long as they can clearly identify all business units that impact CX. Many midsize companies are finding that a certain degree of cross-department cooperation is needed to support an improved CX. Management tools that monitor interactions by sales, marketing and service departments can quickly identify internal inefficiencies that lead to a poor CX.

Small companies rarely need the comprehensive CX management suites used by enterprises. Instead, they often opt for channel-specific or function-specific applications. They might, for example, choose a text analytics tool to monitor their live chat and email interactions. Alternatively, they might choose a single survey tool to gather opinions from their customers on the phone, in follow-up emails or when browsing a self-service page online.

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