“The customer experience is the next competitive battleground.” – Jerry Gregoire
How prepared are you for this new battleground of customer experience? Every company of every industry pledges its primary focus to be on customer experience. In a study conducted by Forrester, it was revealed that 72% of organizations consider customer experience improvement as their top priority.
But what really happens? Did your strategies work? Were you able to improve customer experience?
It is nearly impossible for you to identify and track the right key indicators. Your employees too, would have more pressing issues to tend to. The feedback system gets sidelined. More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can!
The sometimes glaring price differentiation existing in today’s market makes it inevitable for companies to focus more on delivering unique and superior customer experience. With minimum interventions from you, the customer experience management software lets you boost the customer experience effortlessly. Many of the solutions host automation capabilities making it user-friendly and practical for you.
A brilliantly designed customer experience management software would also help you recognize customer trends, identify at-risk customers, measure customer satisfaction, scale customer loyalty, and more. Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar.
Customer Experience Management Software #1 SurveySparrow
SurveySparrow lets you sustain highly personalized customer experience with each and every customer of your organization. With the conversational interface, SurveySparrow enables you to create and share engaging, chat-like surveys. The feature-rich platform ensures unhindered survey building experience. There is only a thin line between follow-up and nagging. SurveySparrow covers you there too with their recurring surveys which is perfectly balanced not to make it feel too much. Once configured, it will be automated to follow the preferences of day, date, and so on, for sending the surveys.
It is accessible, irrespective of network connectivity issues and auto-save the survey answers. Actually, your customers can pick up where they left off. NPS software of SurveySparrow enables you to predict the loyalty of your customers and how likely they are to refer you to their friends.
Price: For the CX Suite (which also includes NPS):
- CX Basic plan: $199/month.
- Full suite: Customizable for the business’s needs.
SurveySparrow also offers a Forever Free plan with limited features, as well as a free trial for users to test out the product. Sign up below to activate your free trial.
Customer Experience Management Software #2 Qualtrics
With Qualtrics, gather information and more. It is a software that helps you with your management, research, and surveys. Through its open APIs, Qualtrics is capable of integrating with any CRM. Keep track of your productivity, increase in sales, and also customer satisfaction. Qualtrics offers built-in intelligent features like Text IQ, Stats IQ, and Predict IQ to ensure an overall enhanced experience.
The native survey tool provides deep insights and also helps to identify potential customers.
Qualtrics has features to help with employee engagement activities, such as employee appraisal capability. The online support is available 24/7 with various training materials made available online.
Price: You can request a demo and quote via their website. The price starts at $3000 per year. A free trial is offered.
Customer Experience Management Software #3 Zonka Feedback
Zonka Feedback is your omnichannel experience management and customer feedback platform that helps you elevate CX. With the platform, you can measure NPS, CES, and CSAT, improving satisfaction and customer loyalty!
The best part is the easy-to-use WYSIWYG editor. With it, you can skip logic, survey redirection, answer piping, edit themes, work with multiple languages, and more to create Dynamic Surveys. The custom variable and attributes let you pass on the data to surveys or enable pre-fill survey fields.
Plus, it saves a lot of time! Automate CX with workflows, such as sending emails and updating contacts.
Oh, one more thing! You can run offline surveys on any device, even in the remotest area.
Price: You can schedule a demo or test the platform with a free trial. The starter plan is priced at $49 per month.
Customer Experience Management Software #4 Medallia
Medallia helps you to turn your customer feedback into actionable information with its powerful software. It helps you to identify and rescue at-risk customers effortlessly. It offers a cloud-based platform for enhancing the customer experience. There are features for data collection, customer recovery, benchmarking, and data integration. The software is capable of providing detailed insights in real-time. With interactive analysis and features that support text analytics and push reporting, the software offers a seamless experience. It also provides functionalities for mobile feedback and media sharing.
The solution aids you to collect feedback from any device that has internet connectivity.
Price: You can get a quote on request.
Customer Experience Management Software #5 Nice Satmetrix
Implemented as a solution to garner NPS score for businesses, Nice Satmetrix helps you to understand your customer better. Slice, dice, and dissect the collected feedback with the intuitive tools provided by this customer experience management software easily. The interface is simple, and the features are powerful enough to prompt actionable reports. The built-in text analytics helps to monitor and decipher comments left by your customers. This functionality lets you keep a close eye and get a full picture of what your customers are talking about you.
Share online reports or annotate trend lines to the whole organization. Your team would have access to the same data and insights to help them take decisive actions.
Price: You can get a quote on request. A free trial is offered.
Customer Experience Management Software #6 iperceptions
iperceptions help organizations to become customer-centric organizations. It is a customer feedback platform that is focused on helping businesses increase their revenue by enhancing the customer experience. VoC survey feature of iperceptions helps to embed surveys on the company’s homepage. This allows the customers as well as potential customers to send their feedback directly to the management. They also have other surveys that can be used to target a specific area of your business.
Gathering valuable customer feedback would help you to form actionable insights. Sharing that to the marketing and sales departments you can increase ROI. This, in turn, helps you to extend better customer relationships and increase conversion rates.
Price: You can get a quote on request. A free trial is offered.
Customer Experience Management Software #7 Feedier
Feedier gives you an interactive platform to collect customer feedback application for businesses. The gamified feedback surveys are engaging and are claimed to reduce the number of survey drop-outs. You can add animations and rewards to keep your surveys away from being dull. The three-step surveys help to keep the surveys relevant and organized. The survey questions are decided in such a way that the second set of questions are asked based on the answers to the questions in the first set. The third set of questions are meant to help in segmenting and grouping your customers based on their satisfaction levels.
The surveys are device friendly; hence, your respondents can access these neatly systematic surveys from any device they are using. Tailor your products and services to meet your customer’s expectations with the help of Feedier. Valuable insights are generated at every customer interaction to help you understand your customers better.
Price: The standard plan starts from $49.90/month. A free trial is offered.
Customer Experience Management Software #8 Clarabridge
Clarabridge offers a compelling social engagement and text analytics software, which will help you gather faster responses. It can generate deep insights and work seamlessly with both structured and unstructured data. It can collect feedback via any channel such as social media, voice recordings, chat logs, or agent notes.
CX analytics is powerful enough to identify and analyze insights. This makes it best for media management, social listening, media reporting tools, media analytics, speech analytics, etc.
The rating and review management tool allow you to analyze feedback given in many review platforms online. It is an ideal software for an organization of any size.
Price: You can get a quote on request. A free trial is offered.
Customer Experience Management Software #9 Nicereply
Transform your email communication into a customer feedback center with Nicereply. Using the easy-to-use customer feedback app, your clients can rate as well as leave comments on emails sent from you.You need to insert a unique link in your emails. The recipients will be able to rate and comment on them. You can always log in to your Nicereply account and monitor how your customer support agents and other employees rank.
You could also let your employees check their ratings. Nicereply’s rating system offers easy integration with any ticketing system. The dashboard is built for customer support managers and has all the critical statistics in one place. Customization capabilities of Nicereply are amazing. It lets you add your company’s branding elements and local language. You could also use API and build your surveys from scratch.
Price: The basic plan starts from $49/month. A free trial is offered.
Customer Experience Management Software #10 CallidusCloud Clicktools
It is a premium survey software for businesses which can be used to improve customer experience effortlessly. Collecting, centralizing, and acting on client feedback is something that this platform truly focuses on. CallidusCloud successfully enables organizations to accelerate the growth with a complete suite of solutions to cover every aspect of your business. It has impressive features such as multiple question types,mobile-friendly surveys, smart CRM mapping, multi-language, text analysis and translation, and more.
Clicktools provides the ultimate platform to prompt unsurpassed survey performance, drive customer engagement, and also leverage customer feedback to its fullest. The surveys created with Clicktools can be shared offline or via SMS, ensuring a higher reach.
Price: You can get a quote on request. A free trial is offered.
Wrapping Up!
From gaining fantastic market entry to maintaining proactive customer relationships, customer experience management software can help you boost your company in multiple ways. Ideally, a customer experience management software is a one-stop solution for all your concerns with the client.
This list comprises of top 10 customer experience management software designed to monitor and enhance the customer experience in your organization painlessly. Compare each with your requirements to know which one suits you perfectly. Remember to choose the best to be the best!
