Showing 1-20 of 84 products
SoGoCX is a comprehensive system for understanding your customers to drive return on investment. From sign-up to renewal, key customer touchpoints offer the chance to connect and build relationships. With SoGoSurvey's CX platform,... Read more
Podium is a customer interaction platform that utilizes text messaging to help businesses manage customer relationships and build an online reputation on a variety of websites. Podium’s platform consolidates customer interactions... Read more
SurveyMethods is a cloud-based survey solution for creating online surveys, polls, email newsletters and online event registrations. The solution can be used to create surveys for gathering market research, capturing customer feedback,... Read more
SurveySparrow is a cloud-based customer experience solution that enables businesses of all sizes to create engaging feedback surveys. It comes with a centralized dashboard, which allows users to import contacts and organize them in... Read more
Jebbit is a declared data platform that enables businesses to capture the most important customer data by creating interactive digital experiences. With a no-code design, users are able to build and design custom conversational experiences,... Read more
Remesh is an innovative platform for engaging and understanding large groups of people online and in real-time, allowing you to have a conversation with up to 1,000 participants at once. The Remesh platform uses artificial intelligence... Read more
Toonimo offers a cloud based platform that enables businesses to showcase the key features of their websites by acting as a pathfinder to site visitors. Using customized rich content and natural language, website visitors are intelligently... Read more
Acquire is a real time customer engagement platform that provides all your sales and support in one widget with live chat, email, video calling, SMS, chatbots, cobrowse and screen share. Acquire equips you with the tools to redefine... Read more
BlockSurvey is a privacy-focused experience management solution that allows businesses to create surveys, polls, and forms. This solution is built to help businesses with surveying needs by securely gathering as well as sharing data... Read more
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respond to... Read more
DealerCenter is a cloud-based dealer management system designed to help small to large businesses manage processes related to accounting, customer relationships, auction, inventory, digital marketing and more. The centralized platform... Read more
BirdEye is a cloud-based reputation management solution which caters to businesses of all sizes across multiple industries. Key features include review management, web-based chat, issue management, social media management and more. BirdEye... Read more
SurveyGizmo is a cloud-based survey solution for enterprises of all sizes. It’s suitable for industries such as market research, health care, compliance, marketing, nonprofit and education. Primary features include survey scripting,... Read more
Nicereply is a customer experience management platform used to measure Customer Satisfaction, Customer Effort Score (CES) and Net Promoter Score (NPS). The platform helps businesses solve various problems such as fewer customer feedback,... Read more
Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamline... Read more
Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)... Read more
Grade.us is a cloud-based review and reputation management solution designed for businesses of all sizes. It offers feedback collection, multi-channel management and campaign management within a suite. Users can collect customer reviews... Read more
Survio is an online solution designed to help businesses create customizable surveys using in-built templates with various content, layout and style types. It enables employees to distribute surveys and capture results in various formats... Read more
Swell CX is a cloud-based solution that enables businesses of all sizes to gain insights into customer experience through real-time feedback, online reviews, customer satisfaction surveys and net promoter scores. Key features include... Read more
CheckMarket is a cloud-based survey tool that caters to small, midsize and large enterprises, as well as government agencies. Primary features include survey creation, distribution channel management, reporting, user notifications... Read more
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.
Research and advisory firm 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.)
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?
Customer experience software is closely related to customer relationship management (CRM) software, as well as customer feedback and customer service 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.
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 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.
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, customer service, customer feedback, and customer engagement—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).
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.
Your Guide to Top Customer Experience Software, June 2020
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