“Make a customer, not a sale.” I swear by this approach when it comes to customer experience. I’ve made it my priority to foster strong customer relationships by building trust and loyalty.
Of course, my journey has had its share of stumbles—inconsistent customer service quality, slow response time, fragmented customer data, and lack of personalization—I’ve seen it all.
But the setbacks taught me that with the right tools and approach, delivering exceptional customer experience becomes second nature.
In this blog, I’ve put together a list of the 10 best customer experience software tools that can help you centralize customer data, collect feedback across different channels, and analyze customer behavior to improve overall customer satisfaction.
10 Best Customer Experience Software in 2024
- What Should You Look for in Customer Experience Software?
- The 10 Best Customer Experience Software to Use
- 1. ClickUp (Best for customer communication and management)
- 2. HubSpot (Best for customer service automation)
- 3. Podium (Best for tailored marketing campaigns)
- 4. Zendesk (Best for managing customer interactions across multiple channels)
- 5. Birdeye (Best for getting detailed customer insights)
- 6. Zoho Desk (Best for AI-powered customer service)
- 7. GainSight (Best for implementing self-service for customers)
- 8. Qualtrics (Best for survey management)
- 9. Live Agent (Best for offering a multichannel help desk)
- 10. Medallia (Best for comprehensive feedback management)
Summarize this article for me pleaseWhat Should You Look for in Customer Experience Software?
After evaluating numerous customer experience management software solutions, I’ve identified key factors you should consider to enhance customer interactions and empower your agents to exceed customer expectations:
- Flexible and adaptable: Select customer experience (CX) software that adapts to every business type and fits your unique needs, regardless of your organization’s size and nature
- Easy to configure: Look for CX software that is seamless to configure. Ensure you can easily set up the system without requiring in-depth coding knowledge. Also check whether the tool allows your software developers and designers to implement your survey program
- Customer experience analytics: Go for customer experience software with omnichannel CX analytics. This will help you collect and analyze customer data from multiple channels, such as social media, emails, call center interactions, etc., and make data-driven decisions
- Predictive capabilities: Select tools that offer predictive analytics to stay ahead of customer churn and dissatisfaction by measuring customer experience at different stages of the customer journey
- Integrations: Businesses use multiple apps to perform their operations. So, find a customer experience management platform that can integrate with your existing apps and personalize your workflow
- Automation: Look for a CX solution that can automatically collect customer feedback, provide rapid responses to customer queries, assign tickets to agents based on customer’s requirements, etc.
Summarize this article for me pleaseThe 10 Best Customer Experience Software to Use
Enhancing customer experience is more crucial than ever for your business today, and choosing the right software can make all the difference. So without further ado, here’s a curated list of the top 10 customer experience software based on their features, pricing, limitations, and customer reviews.
These can help you deliver exceptional service and build lasting customer relationships.
1. ClickUp (Best for customer communication and management)
At ClickUp, one of our guiding values is building a customer-first culture. Customer-centricity drives everything we do and so, of course, we use ClickUp to help us deliver customer delight!
From client communication to client management, customer analytics, project management, customer service goals setting, and team collaboration—ClickUp helps automate and streamline the entire CX workflow.
With the ClickUp CRM solution, I can visualize the sales pipeline, track customer accounts, and manage customer relationships. You can also build your entire customer database on ClickUp and use it to access all relevant information and documents.
ClickUp Dashboards are the perfect way to monitor your customer lifetime value. The 50+ widgets help you get advanced insights into customer behavior. You can also track trends, find areas of improvement, and assign tasks to team members to improve your customer experience.
ClickUp Customer Project Management Software makes it easy for customer service teams to stay in sync with all customer updates. They can easily delegate tasks, set priorities, and flag issues, ensuring all efforts are aligned.
One of the standout features of our platform is ClickUp Brain. It’s an AI assistant that enhances customer management by:
- Summarizing customer calls and product feedback
- Generating customer surveys
- Creating personalized campaigns
- Generating tailored customer responses
- Creating customer service guides
ClickUp templates are great for streamlining all your customer interactions across different channels. You can easily manage customer interactions and improve client relationships with ClickUp’s Managing Multiple Engagements Template. It helps track tasks and deadlines across various customer projects, monitor progress, and prioritize workloads. You can also use it to organize tasks, manage resources, and collaborate with your team.
The Communication Plan Template by ClickUp has helped my team set up an effective messaging strategy to ensure clear and consistent communication with customers. Try it out if you’re looking to target your desired audience, identify the best channels for communication, and measure the success of communication efforts.
The Customer Satisfaction Survey Template is excellent for measuring customer satisfaction. It helps you understand what customers think about your product. You can also use it to create customer surveys, capture responses, assess survey results, and identify opportunities to enhance customer experience.
ClickUp best features
- Visualize customer incidents and risk trends: Get an overview of the riskiest customer segments, identify reasons for customer churn, and forecast revenue with ClickUp Dashboards
- Email integration: Automate customer communication and send onboarding emails or project updates to the customers with ClickUp’s Email Integration
- Generate tailored content: Enhance customer experience by personalizing communication with ClickUp Brain
- Collect relevant data: Get customer feedback and convert it into actionable items with ClickUp Forms
- Automate workflow: Ensure quick customer response by automating tasks with ClickUp Automations
ClickUp limitations
- Some users find the initial setup and customization process time-consuming due to the vast array of options and features
- The mobile app experience lacks the full functionality available on the desktop version
ClickUp pricing
- Free Forever
- Unlimited: $7 per month per user
- Business: $12 per month per user
- Enterprise: Contact for pricing
- ClickUp Brain: Add to any paid plan for $7 per Workspace member per month
ClickUp ratings and reviews
- G2: 4.7/5 (9,500+ reviews)
- Capterra: 4.6/5 (4,100+ reviews)
2. HubSpot (Best for customer service automation)
HubSpot’s AI-powered customer service software helps streamline customer support operations and automate customer service. It offers a centralized customer database to view customer health scores, product usage, and tickets.
The best part about HubSpot’s CRM is the ability to collect customer feedback through custom surveys. It provides a detailed service analytics report that helps identify churn risk and find areas to increase customer satisfaction levels.
Plus, its AI integration analyzes customer interactions and provides insights to personalize customer communication based on the channels and issue type.
HubSpot best features
- Automatically route customers to the right agent or team with AI-powered chatbots
- Get unified customer insights to improve customer service operations and retain customers
- Improve customer efficiency with a help desk and robust ticketing workspace
- Offer personalized customer portals to improve customer experience
HubSpot limitations
- HubSpot offers annual contracts, which leads to higher initial costs
- It does not provide A/B testing on lower plans
HubSpot pricing
- Free tools
- Start Customer Platform: $20 per month per user, billed annually
- Professional Customer Platform: $1300 per month for 5 users, billed annually
- Enterprise Customer Platform: $4,300 per month for 7 users
HubSpot ratings and reviews
- G2: 4.4/5 (2,000+ reviews)
- Capterra: 4.5/5 (4,000+ reviews)
3. Podium (Best for tailored marketing campaigns)
Podium is a customer interaction tool that helps businesses manage customer information, client testimonials, online reviews, and customer messages. The Contact Profiles feature simplifies tracking customer interactions across various channels, enabling you to create a personalized experience for each client.
The best part about Podium’s customer experience management software is that you can add tags to each customer profile, such as VIP Customer, Founder, and Shops Retail, to tailor your messages to the customer’s attributes.
Podium best features
- Send quick surveys via text messages and get real-time insights from customers
- Understand where customers are at in their customer stage journey and personalize their experiences
- Create personalized messages with AI for text marketing campaigns
- Leverage AI for sales, scheduling calls, and automating customer communication
Podium limitations
- It has limited customization options for messaging
- You will have to pay a significant processing fee on top of the existing cost to receive payments from customers
Podium pricing
- Core: $399 per month
- Pro: $599 per month
- Signature: Custom pricing
Podium ratings and reviews
- G2: 4.5/5 (1,500+ reviews)
- Capterra: 4.3/5 (500+ reviews)
4. Zendesk (Best for managing customer interactions across multiple channels)
Zendesk’s conversational CRM is a great tool for personalizing customer experiences and gaining customer loyalty. It helps you stay connected with customers at all times. You can access all customer messages and interactions across different channels in one place and easily reply from an inclusive interface.
Its Agent copilot feature guides agents to provide faster resolutions by predicting the next steps, recommending actions, and automating the workflow.
Zendesk best features
- Enjoy multichannel support for email, chat, phone, and social media to serve all customers
- Add customized messages to your website, mobile app, popular social channels, and various business productivity tools to provide instant support to customers and business partners
- Route incoming interactions to agents automatically based on customers’ requirements
Zendesk limitations
- It offers limited customization options for optimizing support ticketing workflows
- It has limited eCommerce integrations
Zendesk pricing
- Free: 14-day trial
- Suite Team: $55 per month per user, billed annually
- Suite Growth: $89 per month per user, billed annually
- Suite Professional: $115 per month per user, billed annually
- Suite Enterprise: Custom pricing
Zendesk ratings and reviews
- G2: 4.3/5 (5,000+ reviews)
- Capterra: 4.4/5 (3,000+ reviews)
5. Birdeye (Best for getting detailed customer insights)
Birdeye is an AI-powered customer experience software that collects and analyzes customer feedback in real time, helping you identify opportunities to improve customer experience. Its AI messaging feature enables you to connect, convert, and engage with customers across different channels.
The best part about this tool is that you can rank customer reviews against local competitors to identify your business’s strengths and weaknesses. It also helps you identify customer engagement trends and optimize efforts accordingly.
Birdeye best features
- Convert survey responses and customer reviews into support tickets
- Collect payments, send appointment reminders, and seek reviews and referrals, all through a single platform
- Use the Birdeye mobile app to connect with customers on the go
- Launch automated survey campaigns to get instant customer feedback
Birdeye limitations
- It has limited multilingual support options
- It does not support advanced customer data filtering or segmentation
Birdeye pricing
- Custom pricing based on business size and industry
Birdeye ratings and reviews
- G2: 4.8/5 (2,000+ reviews)
- Capterra: 4.7/5 (600+ reviews)
6. Zoho Desk (Best for AI-powered customer service)
Zoho Desk is a comprehensive customer experience management software for resolving customer queries, tracking customer happiness ratings, automating workflow, and identifying issues in customer service.
Zia, Zoho’s AI-powered assistant, is integrated into the website and app. Customers can chat with Zia to get relevant answers to their queries. The AI assistant analyzes the sentiment behind each ticket and adds context to it so you can provide appropriate solutions.
Zoho Desk provides an omnichannel ticketing system and intuitive ticket view. This helps you resolve tickets quickly and enhance customer experience. Also, Zoho CRM is automatically integrated into Zoho Desk to access relevant data and provide personalized solutions to customers.
Zoho Desk best features
- Collect support tickets from various channels and organize them in one interface to reduce customer response time
- Prevent overlapping of tickets using its agent collision detection feature
- Measure customer happiness through advanced analytics and identify areas of improvement
- Receive notifications for unhelpful solutions with its AI-powered assistant
Zoho Desk limitations
- It has limited dashboard reporting capabilities
- Zoho Desk has been reported to have issues when trying to integrate with Office 365
Zoho Desk pricing
- Free: 15-day trial
- Express: $7 per month per user
- Standard: $14 per month per user
- Professional: $23 per month per user
- Enterprise: $40 per month per user
Zoho Desk ratings and reviews
- G2: 4.4/5 (5,000+ reviews)
- Capterra: 4.5/5 (2,000+ reviews)
7. GainSight (Best for implementing self-service for customers)
GainSight is another effective customer experience management software. It provides centralized self-service resources, automated call-to-actions, and in-app engagement features for smooth customer onboarding. You can also contact customers directly in the app to accelerate onboarding.
Gainsight helps you collect and analyze feedback at any stage of the customer journey and identify trends to improve customer experience. The best part is that it arranges all structured and unstructured customer data, such as survey responses, online reviews, and meeting notes, in one place. This helps you convert data insights into actionable items.
GainSight best features
- Personalize the user experience based on customer requirements through advanced options like need-based and behavioral segmentation
- Identify the root causes of poor customer experience and collaborate with different departments to resolve them
- Use its built-in analytics features to track key user engagement and behavior metrics
GainSight limitations
- It lacks a predictive analytics feature to forecast customer churn
GainSight pricing
- Essentials: Custom pricing
- Enterprise: Custom pricing
GainSight ratings and reviews
- G2: 4.4/5 (1,000+ reviews)
- Capterra: 4.4/5 (40+ reviews)
8. Qualtrics (Best for survey management)
Qualtrics uses a data-driven approach to enhance customer experience. It collects and analyzes unstructured and structured customer feedback across different channels throughout the entire customer journey, allowing you to analyze customer interactions and weigh which customer touchpoints matter the most.
Qualtrics automation feature automatically assigns actions to the right teams for swift response to customer queries. It also helps build customer segments and profiles to personalize client interactions.
Qualtrics best features
- Get real-time alerts when specific trigger words or terms are detected in customer feedback
- Access customizable survey templates to meet diverse customers’ needs
- Centralize all customer interactions and feedback in one place to create rich customer profiles and personalize customer experience
- Automate workflows to provide quick solutions to customers and predict customer behavior
Qualtrics limitations
- You need some coding skills to customize surveys beyond the basic options available
- It does not offer sufficient tools for bulk data manipulation
Qualtrics pricing
- Custom pricing based on business size and industry
Qualtrics ratings and reviews
- G2: 4.4/5 (500+ reviews)
- Capterra: N/A
9. Live Agent (Best for offering a multichannel help desk)
Live Agent is a fully customizable customer experience platform with advanced help desk, self-service, and ticket management features. Its live chat widget enables agents to respond to customer inquiries quickly. You can integrate it into any website and app for fast customer service.
Live Agent also provides you with the software you need to set up a call center to handle complex customer queries and provide personalized support. This helps build customer trust and loyalty.
What makes this software stand out from other customer experience software solutions is the integration of social media apps. You can connect with customers via social media apps directly from the ticketing system.
Live Agent best features
- Manage customer messages on different social platforms in one place, which lowers the chance of losing track of your customer’s comments, direct messages, and mentions
- Help agents track customer issues that cannot be resolved immediately using its ticketing software
- Follow the customer’s ticket resolution journey in one thread with its hybrid ticket stream feature
Live Agent limitations
- Some users see room for improvement in its reporting functionality
- You cannot view ticket tags on the main page
Live Agent pricing
- Free: 30-day trial
- Small: $15 per month per user
- Medium: $35 per month per user
- Large: $59 per month per user
- Enterprise: $85 per month per user
Live Agent ratings and reviews
- G2: 4.5/5 (1,400+ reviews)
- Capterra: 4.7/5 (1,500+ reviews)
10. Medallia (Best for comprehensive feedback management)
Medallia helps capture, monitor, and act on real-time customer data feedback. One of its standout features is that it analyzes feedback from numerous sources to foresee the needs and behavior of existing and potential customers. The platform also helps identify customers who could be at risk of churning and suggests the best course of action based on those findings.
I like how Medallia offers insights into customers’ digital behavior. It automatically tracks customer engagement on the website and app, and suggests ideas to personalize customer interactions.
Medallia best features
- Get accurate customer feedback across geographies by translating speech to text in 30+ languages using AI
- Automatically track customer behavior, including focus time, and number of clicks
- Gain detailed insights into customer video feedback through object recognition technology
- Learn competitive benchmarks and analyze customer journeys
Medallia limitations
- The implementation process is lengthy and resource intensive
- It lacks a predictive analytics feature
Medallia pricing
- Custom pricing based on business size and industry
Medallia ratings and reviews
- G2: 4.5/5 (100+ reviews)
- Capterra: 4.5/5 (30+ reviews)
Summarize this article for me pleaseImprove Customer Experience with ClickUp
Enhancing customer support efficiency, analyzing real-time insights, delivering personalized experience, and handling customer complaints require a systematic approach. This is exactly why you need an all-in-one customer experience software solution like ClickUp.
ClickUp helps you view all client relationships at a glance, centralize customer data, personalize customer outreach, and more. Plus, it automates tasks to improve customer service efficiency. Sign up for free on ClickUp to take your customer experience to the next level!
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