# Best Customer Experience Software - 2026 Reviews & Pricing > Find the best Customer Experience Software for your organization. Compare top Customer Experience Software systems with customer reviews, pricing, and free demos. Source: https://www.softwareadvice.com/crm/customer-experience-comparison --- [Home](https://www.softwareadvice.com/) / Customer Experience Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Customer Experience Software of 2026 Updated June 14, 2026 Written by [Supriya Deka](https://www.softwareadvice.com/resources/author/sdeka/) Market Research Specialist Edited by [Carolyn Santa Maria](https://www.softwareadvice.com/resources/author/carolyn-santa-maria/) Senior Editor On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 591 results ### Compare Products Showing 1 - 25 of 591 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge b...[Read more about Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** ([4080 reviews](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)) **1** recommendations Free trial Free version Integrations Integrations Slack Trello +205 more +204 more +203 more Zendesk Suite's Best Rated Features 4.76Customer History See All Zendesk Suite's Worst Rated Features 3.71Contract/License Management See All [Kangaroo](https://www.softwareadvice.com/contest/kangaroo-profile/) Kangaroo is a cloud-based loyalty and marketing management platform designed for retail businesses of all sizes that offers memb...[Read more about Kangaroo](https://www.softwareadvice.com/contest/kangaroo-profile/) **4.9** ([250 reviews](https://www.softwareadvice.com/contest/kangaroo-profile/reviews/)) Free trial Free version Integrations Integrations Mailchimp Shopify +10 more +9 more +8 more Kangaroo's Best Rated Features 5.0Customer Management See All Kangaroo's Worst Rated Features 4.30Social Media Integration See All [CustomerHero](https://www.softwareadvice.com/website-optimization/startquestion-profile/) Startquestion is a professional survey software designed to help businesses of all sizes, freelancers, nonprofits, educational i...[Read more about CustomerHero](https://www.softwareadvice.com/website-optimization/startquestion-profile/) **4.9** ([175 reviews](https://www.softwareadvice.com/website-optimization/startquestion-profile/reviews/)) Free trial Free version Integrations Integrations Slack Salesforce Sales Cloud +17 more +16 more +15 more CustomerHero's Best Rated Features 5.0NPS Survey Structure See All CustomerHero's Worst Rated Features 4.70Reporting/Analytics See All [NiceJob](https://www.softwareadvice.com/review-management/nicejob-profile/) NiceJob is a cloud-based reputation management solution that helps organizations manage reviews, referrals and sales. Key featur...[Read more about NiceJob](https://www.softwareadvice.com/review-management/nicejob-profile/) **4.9** ([203 reviews](https://www.softwareadvice.com/review-management/nicejob-profile/reviews/)) Free trial Free version Integrations Integrations PayPal Mailchimp +30 more +29 more +28 more NiceJob's Best Rated Features 5.0Sentiment Analysis See All NiceJob's Worst Rated Features 4.31Interaction Tracking See All [Preferred Patron Loyalty](https://www.softwareadvice.com/customer-reference-management/preferred-patron-profile/) Preferred Patron helps businesses turn one-time customers into repeat customers with loyalty, rewards, messaging, automation, an...[Read more about Preferred Patron Loyalty](https://www.softwareadvice.com/customer-reference-management/preferred-patron-profile/) **4.9** ([109 reviews](https://www.softwareadvice.com/customer-reference-management/preferred-patron-profile/reviews/)) Free trial Free version Integrations Integrations Square Point of Sale Text Request +13 more +12 more +11 more Preferred Patron Loyalty's Best Rated Features 5.0SMS Marketing See All Preferred Patron Loyalty's Worst Rated Features 4.90Transaction History See All [livepro](https://www.softwareadvice.com/collaboration/livepro-profile/) livepro is a purpose-built cloud knowledge management platform for staff, customers, and partners. livepro offers the ability to...[Read more about livepro](https://www.softwareadvice.com/collaboration/livepro-profile/) **4.8** ([182 reviews](https://www.softwareadvice.com/collaboration/livepro-profile/reviews/)) Free trial Free version Integrations Integrations Slack WordPress +7 more +6 more +5 more livepro's Best Rated Features 4.84Knowledge Base Management See All livepro's Worst Rated Features 4.57Full Text Search See All [Broadly](https://www.softwareadvice.com/review-management/broadly-profile/) Broadly is a reputation management solution that helps businesses in automotive, construction, medicine and other industries str...[Read more about Broadly](https://www.softwareadvice.com/review-management/broadly-profile/) **4.8** ([336 reviews](https://www.softwareadvice.com/review-management/broadly-profile/reviews/)) Free trial Free version Integrations Integrations Mailchimp Shopify +4 more +3 more +2 more Broadly's Best Rated Features 5.0Customer History See All Broadly's Worst Rated Features 3.96Email Management See All [Tidio](https://www.softwareadvice.com/live-chat/tidio-chat-profile/) Tidio is a complete customer support software suite combining a help desk, live chat, chatbot automation, and a conversational A...[Read more about Tidio](https://www.softwareadvice.com/live-chat/tidio-chat-profile/) **4.7** ([590 reviews](https://www.softwareadvice.com/live-chat/tidio-chat-profile/reviews/)) Free trial Free version Integrations Integrations Mailchimp WhatsApp +42 more +41 more +40 more Tidio's Best Rated Features 5.0Performance Metrics See All Tidio's Worst Rated Features 4.30Support Ticket Management See All [Yonyx](https://www.softwareadvice.com/crm/yonyx-profile/) Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guid...[Read more about Yonyx](https://www.softwareadvice.com/crm/yonyx-profile/) **4.7** ([258 reviews](https://www.softwareadvice.com/crm/yonyx-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Zoho CRM +29 more +28 more +27 more Yonyx's Best Rated Features 5.0Help Desk Management See All Yonyx's Worst Rated Features 4.50AI Copilot See All [Jotform](https://www.softwareadvice.com/market-research/jotform-profile/) Jotform is a cloud-based form automation solution that enables users to publish online forms and record customer responses. It h...[Read more about Jotform](https://www.softwareadvice.com/market-research/jotform-profile/) **4.7** ([2895 reviews](https://www.softwareadvice.com/market-research/jotform-profile/reviews/)) Free trial Free version Integrations Integrations Google Drive PayPal +92 more +91 more +90 more Jotform's Best Rated Features 4.86Electronic Forms See All Jotform's Worst Rated Features 3.57Audit Management See All [Grade.us](https://www.softwareadvice.com/marketing/grade-us-profile/) Grade.us is a cloud-based review and reputation management solution designed for businesses of all sizes. It offers feedback col...[Read more about Grade.us](https://www.softwareadvice.com/marketing/grade-us-profile/) **4.8** ([244 reviews](https://www.softwareadvice.com/marketing/grade-us-profile/reviews/)) Free trial Free version Integrations Integrations Mailchimp WordPress +7 more +6 more +5 more [TapMango](https://www.softwareadvice.com/customer-experience/tapmango-profile/) TapMango is a cloud-based customer loyalty platform that assists retail stores and restaurants with rewards and promotions manag...[Read more about TapMango](https://www.softwareadvice.com/customer-experience/tapmango-profile/) **4.8** ([186 reviews](https://www.softwareadvice.com/customer-experience/tapmango-profile/reviews/)) Free trial Free version Integrations Integrations Shopify Stripe +10 more +9 more +8 more TapMango's Best Rated Features 5.0SMS Messaging See All TapMango's Worst Rated Features 4.13Customer Profiles See All [AiTrillion](https://www.softwareadvice.com/customer-advocacy/aitrillion-profile/) AiTrillion is an all-in-one marketing automation platform to boost the impact of eCommerce marketing across the entire customer ...[Read more about AiTrillion](https://www.softwareadvice.com/customer-advocacy/aitrillion-profile/) **4.9** ([77 reviews](https://www.softwareadvice.com/customer-advocacy/aitrillion-profile/reviews/)) Free trial Free version AiTrillion's Best Rated Features 4.86Loyalty Program See All AiTrillion's Worst Rated Features 4.86Loyalty Program See All [Adit](https://www.softwareadvice.com/dental/adit-profile/) Adit is a practice management software designed for healthcare practices such as dental, optometry, chiropractic, and orthodonti...[Read more about Adit](https://www.softwareadvice.com/dental/adit-profile/) **4.7** ([283 reviews](https://www.softwareadvice.com/dental/adit-profile/reviews/)) Free trial Free version Integrations Integrations ChiroTouch Dentrix +16 more +15 more +14 more Adit's Best Rated Features 5.0Multi-Channel Communication See All Adit's Worst Rated Features 3.56Charting See All [Nicereply](https://www.softwareadvice.com/survey/nicereply-profile/) Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surve...[Read more about Nicereply](https://www.softwareadvice.com/survey/nicereply-profile/) **4.7** ([283 reviews](https://www.softwareadvice.com/survey/nicereply-profile/reviews/)) Free trial Free version Integrations Integrations Slack Mailchimp +15 more +14 more +13 more Nicereply's Best Rated Features 5.0Surveys & Feedback See All Nicereply's Worst Rated Features 4.30Feedback Management See All [KnowledgeOwl](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/) Knowledge base software you'll enjoy using! If you're a documentation manager, customer success leader, or IT professional who...[Read more about KnowledgeOwl](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/) **4.8** ([237 reviews](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/reviews/)) Free trial Free version Integrations Integrations Slack Freshdesk +3 more +2 more +1 more KnowledgeOwl's Best Rated Features 5.0Knowledge Management See All KnowledgeOwl's Worst Rated Features 4.57Catalog Management See All [XM for Strategy & Research](https://www.softwareadvice.com/survey/strategy-and-research-profile/) XM for Strategy & Research is a cloud-based platform designed to help organizations generate sales insights and optimize product...[Read more about XM for Strategy & Research](https://www.softwareadvice.com/survey/strategy-and-research-profile/) **4.7** ([426 reviews](https://www.softwareadvice.com/survey/strategy-and-research-profile/reviews/)) Free trial Free version Integrations Integrations Slack Salesforce Sales Cloud +35 more +34 more +33 more XM for Strategy & Research's Best Rated Features 4.88Customizable Questions See All XM for Strategy & Research's Worst Rated Features 3.0Data Visualization See All [Crewhu](https://www.softwareadvice.com/gamification/crewhu-profile/) Crewhu is a customer feedback and employee recognition software designed to help businesses improve online reputation and gamify...[Read more about Crewhu](https://www.softwareadvice.com/gamification/crewhu-profile/) **4.9** ([98 reviews](https://www.softwareadvice.com/gamification/crewhu-profile/reviews/)) Free trial Free version [Smile.io](https://www.softwareadvice.com/customer-loyalty/smile-io-profile/) Smile.io is the leading loyalty platform built for scaling and enterprise commerce brands on Shopify Plus. Powering programs for...[Read more about Smile.io](https://www.softwareadvice.com/customer-loyalty/smile-io-profile/) **4.9** ([67 reviews](https://www.softwareadvice.com/customer-loyalty/smile-io-profile/reviews/)) Free trial Free version Integrations Integrations Mailchimp HubSpot CRM +14 more +13 more +12 more Smile.io's Best Rated Features 4.90Loyalty Program See All Smile.io's Worst Rated Features 4.33Customizable Templates See All [Sogolytics](https://www.softwareadvice.com/hr/sogosurvey-profile/) Sogolytics delivers speed, clarity, and scale through a powerful platform built for enterprise teams managing customer journeys ...[Read more about Sogolytics](https://www.softwareadvice.com/hr/sogosurvey-profile/) **4.7** ([730 reviews](https://www.softwareadvice.com/hr/sogosurvey-profile/reviews/)) Free trial Free version Integrations Integrations Google Drive Slack +18 more +17 more +16 more Sogolytics's Best Rated Features 4.93360 Degree Feedback See All Sogolytics's Worst Rated Features 4.38Customizable Templates See All [Contentsquare](https://www.softwareadvice.com/customer-experience/contentsquare-profile/) Contentsquare is for brands who offer products or services on websites or apps and are interested in offering an extraordinary e...[Read more about Contentsquare](https://www.softwareadvice.com/customer-experience/contentsquare-profile/) **4.8** ([116 reviews](https://www.softwareadvice.com/customer-experience/contentsquare-profile/reviews/)) Free trial Free version Integrations Integrations Salesforce Sales Cloud Google Analytics 360 +42 more +41 more +40 more Contentsquare's Best Rated Features 5.0Behavioral Analytics See All Contentsquare's Worst Rated Features 3.83Real-Time Notifications See All [Gladly](https://www.softwareadvice.com/call-center/gladly-profile/) For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings you need...[Read more about Gladly](https://www.softwareadvice.com/call-center/gladly-profile/) **4.8** ([139 reviews](https://www.softwareadvice.com/call-center/gladly-profile/reviews/)) Free trial Free version Integrations Integrations Slack Asana +31 more +30 more +29 more Gladly's Best Rated Features 4.91Real-time Consumer-facing Chat See All Gladly's Worst Rated Features 4.0Negative Feedback Management See All [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. St...[Read more about LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) **4.7** ([1787 reviews](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)) Free trial Free version Integrations Integrations PayPal Slack +105 more +104 more +103 more LiveAgent's Best Rated Features 5.0Routing See All LiveAgent's Worst Rated Features 3.75Mobile App See All [Glassbox](https://www.softwareadvice.com/customer-experience/glassbox-profile/) Designed for businesses in insurance, travel, telecommunications, retail and other industries, Glassbox is a cloud-based solutio...[Read more about Glassbox](https://www.softwareadvice.com/customer-experience/glassbox-profile/) **4.9** ([54 reviews](https://www.softwareadvice.com/customer-experience/glassbox-profile/reviews/)) Free trial Free version Integrations Integrations Google Analytics 360 Adobe Analytics +1 more +0 more +0 more Glassbox's Best Rated Features 5.0Sentiment Analysis See All Glassbox's Worst Rated Features 4.78Element Analytics See All [Chekkit](https://www.softwareadvice.com/customer-communications-mngt/chekkit-profile/) Chekkit is a cloud-based reputation management solution that caters to service-oriented businesses such as dentists, chiropracto...[Read more about Chekkit](https://www.softwareadvice.com/customer-communications-mngt/chekkit-profile/) **4.8** ([82 reviews](https://www.softwareadvice.com/customer-communications-mngt/chekkit-profile/reviews/)) Free trial Free version Integrations Integrations Slack Gmail +14 more +13 more +12 more Chekkit's Best Rated Features 5.0Customizable Branding See All Chekkit's Worst Rated Features 4.38File Sharing See All 1 [2](https://www.softwareadvice.com/customer-experience/?page=2)[3](https://www.softwareadvice.com/customer-experience/?page=3)[4](https://www.softwareadvice.com/customer-experience/?page=4)[5](https://www.softwareadvice.com/customer-experience/?page=5) ... [24](https://www.softwareadvice.com/customer-experience/?page=24) ## Popular Comparisons [ Jotform vs SurveyMonkey ](https://www.softwareadvice.com/market-research/jotform-profile/vs/surveymonkey/)[ Pipedrive vs Zoho CRM ](https://www.softwareadvice.com/crm/pipedrive-profile/vs/zoho-crm/)[ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ LiveChat vs Freshdesk ](https://www.softwareadvice.com/crm/freshdesk-profile/vs/livechat/)[ Zoho Desk vs Intercom ](https://www.softwareadvice.com/crm/intercom-profile/vs/zoho-desk/)[ Trustpilot vs Birdeye ](https://www.softwareadvice.com/online-payment/birdeye-profile/vs/trustpilot/) ## Your Guide to Top Customer Experience Software, June 2025 Software Advice uses reviews from real software users to highlight the top-rated Customer Experience products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [Calabrio ONE](https://www.softwareadvice.com/product/231268-Calabrio-One-Suite/) - [Dovetail](https://www.softwareadvice.com/product/345899-Dovetail/) - [Experience.com](https://www.softwareadvice.com/customer-experience/xmp-profile/) - [GatherUp](https://www.softwareadvice.com/survey/gatherup-profile/) - [Genesys Cloud CX](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) - [Glassbox](https://www.softwareadvice.com/customer-experience/glassbox-profile/) - [Hotjar](https://www.softwareadvice.com/website-monitoring/hotjar-profile/) - [Kangaroo](https://www.softwareadvice.com/contest/kangaroo-profile/) - [Lucky Orange](https://www.softwareadvice.com/bi/lucky-orange-profile/) - [Nextiva Contact Center](https://www.softwareadvice.com/product/20035-Nextiva-Call-Center/) - [Preferred Patron Loyalty](https://www.softwareadvice.com/customer-reference-management/preferred-patron-profile/) - [Real Time Feedback](https://www.softwareadvice.com/customer-experience/feedback-profile/) - [RingCX](https://www.softwareadvice.com/call-center/ringcentral-contact-profile/) - [SAP Customer Experience](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) - [Sogolytics](https://www.softwareadvice.com/hr/sogosurvey-profile/) - [Spark Chart](https://www.softwareadvice.com/customer-experience/spark-chart-profile/) - [SurveyLegend](https://www.softwareadvice.com/survey/surveylegend-profile/) - [SurveyMonkey](https://www.softwareadvice.com/customer-satisfaction/surveymonkey-profile/) - [SurveySparrow](https://www.softwareadvice.com/survey/surveysparrow-profile/) - [Survicate](https://www.softwareadvice.com/website-optimization/survicate-profile/) - [Survio](https://www.softwareadvice.com/polling/survio-profile/) - [UJET](https://www.softwareadvice.com/telemarketing/ujet-profile/) - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) - [Zoho Desk](https://www.softwareadvice.com/crm/zoho-desk-profile/) - [Zoho Survey](https://www.softwareadvice.com/customer-experience/zoho-survey-profile/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. Every time your customer engages with your company in any way, they're having a customer experience. This includes every touch point and interaction across the full customer life cycle: digital encounters, product experiences, interactions with employees, and even word of mouth chatter from other customers. Gartner defines customer experience (CX) 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." ([Full article available to Gartner clients.](https://www.gartner.com/doc/3904780)) The question is: how much control do you have over those experiences? And—crucially—do you understand your customers' needs and preferences well enough to cater to them? Every customer has their own mix of expectations, needs, and tolerance levels. Customers reward businesses that deliver on their preferences and will abandon those who don't. Given these high stakes, businesses are turning to CX software to better understand their customers and how to deliver the experiences they want. In this Buyer's Guide, we'll help you understand the following: [What is customer experience software?](#Whatiscustomerexperiencesoftware) [Common features of customer experience software](#Commonfeaturesofcustomerexperiencesoftware) [What type of buyer are you?](#Whattypeofbuyerareyou) [Benefits of customer experience software](#Benefitsofcustomerexperiencesoftware) [Key considerations](#Keyconsiderations) [Market trends to understand](#Markettrendstounderstand) ## What is customer experience software? Customer experience software is closely related to [customer relationship management (CRM) software](https://www.softwareadvice.com/crm/), as well as [customer feedback](https://www.softwareadvice.com/survey/) and [customer service](https://www.softwareadvice.com/crm/customer-service-comparison/) solutions. Where CX software differs is its focus on leveraging customer insight to create actionable improvements in the customer journey. This CX transformation can happen at the individual or organizational levels. At the individual level, CX software distinguishes individual customers from your amorphous group of “customers," defining them instead by their personal needs and preferences. In other words, it helps you define your customers as they want to be treated: as individuals. CX software can track individual customer behavior and preferences, flag individual customers at risk of churning, leverage predictive analytics to anticipate behavior, and suggest more personalized experiences for a customer or segment of customers. At the organizational level, CX software can track patterns at key touch points throughout the customer journey, identifying pain points or problem areas internally. This could include, for example, a comparison of customer satisfaction scores between service channels or departments. By identifying weak areas within the organization, CX professionals can work toward company procedure changes and improve the customer experience externally. _Net Promoter Score impact analysis in_ CloudCherry _software (_[Source](https://www.capterra.com/p/145563/CloudCherry/)_)_ ## Common features of customer experience software Customer experience software typically offers some or all of the following functionality: **Predictive analytics** Uses artificial intelligence, predictive modeling, or machine learning capabilities to provide deeper insights and/or suggested actions for how to improve the customer experience. **Survey management** Allows users to design, schedule, and conduct surveys, polls, and questionnaires, as well as to collect and analyze survey data. **Data analytics** Collects and presents data in order to analyze and report key findings on CX performance indicators. **Text analytics** Extracts meaningful CX data from text-based interactions using natural language processing or sentiment analysis to automatically quantify and categorize text data. **Multi-channel** A broad group of applications designed to monitor the performance of and/or communicate through various channels. This could email, live chat, social media, and more. **Closed loop/ticketing** Tracks customer service interactions or flags customer issues and automates the issue resolution process. Creates tickets to assign agents to resolve customer issues. **Journey mapping** Allows the user to visualize and customize customer journeys, or analyze customer satisfaction at specific touch points along the customer journey ## 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. **Enterprise businesses:** Large institutions and multinational corporations are ideal candidates for the most robust and full-featured CX platforms, due in part to the complexity of their internal organizations and the scale of their customer bases. Full CX suites can monitor customer journey changes across the organization and facilitate personalized experiences for many customers simultaneously, but are fairly pricey compared to narrower software options. **Midsize corporations:** Midsize businesses can usually get by with less comprehensive CX management tools, so long as they can clearly identify all business units that impact the customer experience. 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 businesses:** Small businesses 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](https://www.softwareadvice.com/live-chat/) and email interactions. Alternatively, they might choose a single survey tool to gather feedback from their customers on the phone, in follow-up emails or when browsing a self-service page online. ## Benefits of customer experience software While we've covered some benefits of CX software in the sections above, here are some of the most notable ones: **Better understand customers' journeys:** CX software can collect and organize customer feedback at specific points throughout the customer journey, providing insight into moments that are going well and moments that need improvement. **Close the loop on customer issues:** Some CX solutions offer "closed-loop" case management functionality. This means that when customers provide negative survey feedback or raise an issue, the software automates the issue resolution process, usually by creating a support ticket so staff can act quickly. **Break down silos by consolidating customer data:** Most CX software is built with integrations in mind so that departments across an organization can get a deep, unified look into the customer experience. This could include operational, transactional, attitudinal, or experiential customer data. **Personalize the customer experience:** Some CX solutions offer predictive analytics capabilities that facilitate individually personalized experiences, based on past customer feedback or behavior. **Explore qualitative customer feedback in-depth:** Some CX software offer text analytics tools that can quickly analyze open-ended, qualitative customer comments, such as from surveys, reviews, social media, emails, or chat logs. These tools will generally code and group comments by topic, theme, or sentiment, giving you a big picture view of qualitative data. ## Key considerations for purchasing customer experience software When purchasing new software, it’s always important to take note of a few things during the buying process: - **Your business’s needs:** Before you decide to buy a customer experience software, you should assess your organization’s needs as well as your end goal for implementing such software. Do you want to monitor and improve the performance of your customer-facing systems? Or you want to find details on a specific area concerning customer satisfaction? If you are looking to monitor the customer journey through your sales funnel and improve customer experiences by facilitating personalized experiences, then opt for a fully-featured CX suite with customizable surveys, customer feedback collection, and management capabilities. This will help you gain deeper insights into customers’ likes and dislikes. If you have concerns about your customers’ experience and need to dig in deeper to get more data regarding their experiences, purchase decisions, and interactions, then go for a software with narrower functionalities. This can include anomaly detection, built-in text analytics, and knowledge management. - **Integration with other systems:** In order to support you with information on prospective and existing customers, integration between your new software and your existing systems is important. Be sure to check with your prospective vendor to make sure that they integrate with the systems you already have in place, such as [customer relationship management (CRM) software](https://www.softwareadvice.com/crm/), [marketing software](https://www.softwareadvice.com/category/4630-marketing/), [customer service](https://www.softwareadvice.com/crm/customer-service-comparison/) and [help desk software](https://www.softwareadvice.com/help-desk/), and [product analytics software.](https://www.softwareadvice.com/product-analytics/) ## Market trends to understand **As CX software fragments, know what you're looking for.** The CX software market overlaps heavily with related software such as [CRM](https://www.softwareadvice.com/crm/), [customer service](https://www.softwareadvice.com/crm/customer-service-comparison/), [customer feedback](https://www.softwareadvice.com/survey/), and [customer engagement](https://www.softwareadvice.com/crm/customer-engagement-comparison/)—this results in a fragmented landscape. According to Gartner, as the benefits of a customer-centric approach become more well known, some vendors from related software markets are branding their products as CX solutions, which may not have full-featured CX functionality ([full content available to Gartner clients](https://www.gartner.com/en/doc/3874972-realizing-the-benefits-of-superior-customer-experience-a-gartner-trend-insight-report)). Businesses looking for a full-featured solution will be pleased with all that a CX suite has to offer. At the same time, CX is broad, as it encompasses any and all types of customer experiences. In this way, businesses that want to focus on a particular type of customer experience or that need a specific, narrow feature set should look at CX software as well the closest related market. ### Related Customer Experience Software - [CRM Software](https://www.softwareadvice.com/crm/) - [Client Onboarding Software](https://www.softwareadvice.com/client-onboarding/) - [Contact Management Software](https://www.softwareadvice.com/crm/contact-management-comparison/) - [Customer Journey Mapping Tools Software](https://www.softwareadvice.com/customer-experience/journey-mapping-comparison/) - [Customer Retention Software](https://www.softwareadvice.com/customer-retention/) - [Customer Success Software](https://www.softwareadvice.com/customer-success/)