Finding software can be overwhelming. Software Advice has helped hundreds of businesses improve the service experience offered to customers.

Showing 1-20 of 35 products

Sort by:

Hotjar

Hotjar is a cloud-based customer experience management platform designed to help small to large businesses track and analyze visitor's click, tap or scrolling actions across the website using heatmaps. Marketing professionals can ... Read more

Learn More

Miro

Miro is a cloud-based collaboration tool for small to midsize businesses. The solution features a digital whiteboard that can be used for research, ideation, building customer journeys and user story maps, wireframing and a range ... Read more

Learn More

Pendo

Pendo is a product management solution that helps businesses in educational technology, healthcare and financial services streamline operations related to customer retention, user onboarding, product planning and more. It enables ... Read more

Learn More

CardBoard

Cardboard is a collaboration solution suitable for businesses of all sizes across various industry verticals. Features include a kanban-style activity dashboard, content import and export tools, invites for remote team members and... Read more

Learn More

LeadsRx

LeadsRx is a cloud-based marketing attribution and multi-touch attribution solution for mid to large-size enterprises. It allows companies to monitor and analyze their marketing efforts to see how they impact revenue. LeadsRx offe... Read more

Learn More

Smartlook

Smartlook is a cloud- and mobile-based quantitative analytics solution that helps businesses of all sizes with user behavior and insights. Smartlook answers the ‘what’ and ‘why’ behind every user action. Primary featur... Read more

Learn More

Lucky Orange

Lucky Orange is a suite of conversion optimization tools designed to help businesses track and engage with visitors using heatmaps, dashboards, live chat, polls and more. Administrators can gain insights into problematic areas wit... Read more

Learn More

UXPressia

Uxpressia is a cloud-based customer experience management solution designed to help small to large businesses design customer journeys maps, personas and impact maps on a centralized platform. It allows users to gain insights into... Read more

Learn More

FullStory

FullStory is a web-based digital intelligence system that helps optimize the client experience. It enables users to track and monitor each customer activity. From clicks to page transitions, everything is indexed automatically. Th... Read more

Learn More

INSIDE

INSIDE is a live chat solution designed to help businesses in eCommerce, retail, travel, government and finance sectors connect with customers via chatbot, email, SMS, video call and other communication channels. Agents can target... Read more

Learn More

Matomo

Matomo (formerly Piwik) is a web analytics platform designed to help businesses view and evaluate user activities and engagement across websites using heatmaps, A/B testing, session recordings, goals tracking and more. The lets ma... Read more

Learn More

Engage360

Browser Push Notifications is a cloud-based platform that helps users to manage push notifications in web browsers. The product features customer segmentation, which allows users to group and target visitors for marketing cam... Read more

Learn More

WebEngage

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. The platform helps brands drive more revenue fro... Read more

Learn More

Oribi

Oribi is a cloud-based journey mapping solution that provides marketing agencies and eCommerce businesses with analytical tools to monitor visitors' behavior across various digital channels. Businesses can view key metrics, t... Read more

Learn More

Dreamdata

Dreamdata is a cloud-based platform for marketing and revenue attribution. The solution allows businesses to track and analyze how certain activities are impacting revenue, how individual channels are performing and what is drivin... Read more

Learn More

LiaCX

LiaCX is a cloud-based solution designed to help businesses in retail, F&B and hospitality industries manage customer experience across multiple channels. It allows users to engage and gather feedback from customers through survey... Read more

Learn More

Piwik PRO

Piwik PRO Analytics Suite allows for tracking users' online behavior and interactions with sites, digital products, and apps. With Piwik PRO, companies can make more informed decisions while respecting visitors’ privacy. Piwik PRO... Read more

Learn More

DemandJump

DemandJump is a cloud-based solution that provides consumer insights and market intelligence to marketing teams of all sizes. This solution can be used to analyze competitor data, including organic search, paid ads, online traffic... Read more

Price:

Learn More

Centralpoint

Centralpoint by Oxcyon is a content management solution that can be installed on-premise or accessed on the cloud from any mobile device with an internet connection.The modular applications can be deployed in a configuration that ... Read more

Price:

Learn More

Smaply

Smaply is a cloud-based customer experience platform that allows businesses to create journey/stakeholder maps and share them with team members. Professionals can utilize the drag-and-drop functionality to add images, texts or vid... Read more

Price:

Learn More

Buyers guide

Due to high levels of market competition, customer experience has become crucial. Businesses can’t deliver a great experience without understanding their customers’ pain points and expectations. A positive experience fosters brand loyalty and paves the way for long-term customer relationships. Journey mapping software helps businesses map the journey of their customers to better understand their needs and ensure that the customer experience that is being delivered fulfills those needs.

Choosing journey mapping software that’s right for your business can be a tough task. There are several options available on the market, and you’ll need to ensure that your business requirements are met. To help you make the right choice, we’ve created a buyers guide that has all the information needed to evaluate available software options.

Here’s what we’ll cover:

What is journey mapping software?

Journey mapping software is a tool used by businesses to manage, monitor, and improve the customer experience they deliver. It offers insights into the common pain points faced by customers. Using these insights, businesses can create strategies to improve their customers’ experience and develop a better understanding of what they want.

Net promoter score trend report in SoGoSurvey

 

Net promoter score trend report in SoGoSurvey (Source)

Common features of journey mapping software

Journey mapping software will help you get a clear picture of your relationship with your customers as well as improve your overall understanding of all customer touch points. When purchasing software, here are some key features that you should look for.

Behavioral analytics Track and analyze customer behavior to establish trends.
Customer profiles Maintain a database of customer information, such as purchase history, buying patterns, and credit score.
Attribution modeling Analyze customer journeys and detect touch points where leads get converted into customers.
Surveys and feedback Create and administer customer polls and surveys to gather feedback.
Customer segmentation Divide customers into groups based on common characteristics, such as gender, interests, buying habits, and demography.
Sentiment analysis Categorize customer emotions expressed through written text (e.g., online reviews) and analyze if they are positive, negative, or neutral.

What type of buyer are you?

Based on the business objective of using journey mapping software, most buyers can be divided into the following two categories:

  • Businesses that aim to retain customers: Some businesses map customer journeys to get a basic understanding of customer behavior and requirements. They need software to gather customer feedback for devising strategies that can help increase customer retention. These businesses should opt for software equipped with features such as behavioral analytics, survey and feedback management, user session tracking, multichannel engagement, and customer segmentation.
  • Businesses that also aim to improve brand awareness: Many businesses map customer journeys to not only increase retention but also improve brand awareness. Such businesses are looking for software that can support their marketing efforts as well as positively impact consumer perception. In addition to the features mentioned above, these buyers should choose software with advanced features, such as cross-channel comparisons, sentiment analysis, attribution modeling, frequency capping for ads, role-based access, and customized reports on behavioral trends.

Benefits of journey mapping software

There are several benefits that your business can reap by implementing journey mapping software. Let’s have a look at a few of them:

  • Reduced customer pain points: Journey mapping software records pain points in the customer journey—impolite customer service representatives, long wait times, complicated pricing models, high delivery charges, etc. These are the points where businesses lose customers. Using the insights offered by the software, businesses can build strategies to remove these pain points and deliver a positive customer experience.
  • Increased customer retention: Acquiring new customers is tough for most businesses. Also, once customers move to another brand, it becomes challenging to bring them back. Journey mapping software tracks and documents every customer interaction to help businesses understand why customers are moving away. Thereafter, they can work on the identified issues and implement retention strategies, such as multichannel engagement and loyalty programs, to create long-term customer relationships.
  • Better brand visibility: Acquiring new customers is tough for most businesses. Also, once customers move to another brand, it becomes challenging to bring them back. Journey mapping software tracks and documents every customer interaction to help businesses understand why customers are moving away. Thereafter, they can work on the identified issues and implement retention strategies, such as multichannel engagement and loyalty programs, to create long-term customer relationships.

Key considerations when buying journey mapping software

Now that you’re aware of the features and benefits of journey mapping software, here are a few things you should consider when making a software purchase.

  • Cross-channel engagement: Nowadays, customers have the option of approaching your brand through several channels, such as email, social media, official website, and even SMS. Because of this, you must prepare for these interactions in advance. Software that supports cross-channel engagement will help you interact with customers in a consistent and personalized manner across channels. It’ll also allow you to gather leads from all channels so that you don’t miss any sales opportunities.
  • Availability of a mobile application: In today’s connected marketplace, it’s essential that your business remains accessible to customers at all times. Journey mapping software that can be accessed through a mobile application will allow you to connect with customers on the go. When customers report a grievance, you can assess their journey map and behavioral trends right there on your mobile device and respond accordingly to resolve their grievances.

If you wish to further understand the features and benefits of journey mapping software, you may fill out this form for an obligation-free consultation. Our advisors will understand your requirements and guide you in shortlisting the most suitable options for your business.

Note: The application selected in this article is an example to show a feature in context and isn’t intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.