Best Customer Experience Management Software – Service You Deserve

By Jovan Milenkovic March 19, 2021

Few among us haven’t had to contact customer support at some point. Of course, the most common reason for doing so is having an issue that requires prompt resolution. Considering that your consumers have less than pleasant reasons for contacting customer support agents, having a piece of software that improves customer experience can come in quite handy. 

The best customer experience management software will help you keep track of and improve your interaction with clients. It’s a powerful data-gathering tool that collects, organizes, analyses, and stores information based on customer feedback.

Customer satisfaction is crucial for good business practice – a fact recognized by smart software development companies that bring to the table a plethora of choices for CX solutions. 

  • Centralized support
  • Integrations
  • Powerful reporting and survey system
  • Price
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  • Reporting system
  • Analytics tools
  • Good for large businesses
  • Lack of transparency
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  • Ease of use
  • Data processing
  • Surveying system
  • Mobile Functionality
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  • Chatbot
  • Multi-channel communication
  • Ease of use
  • No mobile app
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  • Integration
  • Good UI
  • Mobile-friendly
  • Complexity
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1. Zendesk

" Best Customer Experience Management Software Overall "

zendesk logo best customer experience management software kommandotech
  • Support types:
    Email, chat, phone, social media, in-app support
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    Yes
  • Chatbot:
    Yes

Things we liked / disliked:

  • Centralized support
  • Integrations
  • Powerful reporting and survey system
  • Price

Things we liked / disliked:

  • Centralized support
  • Integrations
  • Powerful reporting and survey system
  • Price
  • Support types:
    Email, chat, phone, social media, in-app support
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    Yes
  • Chatbot:
    Yes

Zendesk is one of the brand names most associated with quality customer support. The Zendesk Suite was released in 2018, compiling everything that a professional support team might need. All part of the same bundle, Zendesk Support, Guide, Chat, and Talk deliver a compound solution that can take on all kinds of challenges. 

The most important feature of any CX software is a comprehensive ticketing system. Zendesk Support is jam-packed with features that can increase the productivity of your support team. Automation is one of them – it can be used for updating tickets, replying to common questions with stock responses, or engaging ticket routing based on agents’ level of expertise.

Depending on Zendesk users’ subscription and package deals, they can reach out for help by email, chat, phone, social media portals, or in-app developed support and have their requests routed through the ticketing system.

Tickets can have internally added notes that only agents can see. These are among the most useful features that any customer experience software ticketing system can have. The agents use the notes to closely describe previous interactions with the customer, which is more than helpful when multiple team members handle the same ticket. 

Zendesk’s interface is slick and straightforward, uncluttered with unnecessary components. Your dashboard will display a clear general overview of tickets that you’ve handled, and you can also use multiple views to quickly filter out tickets based on various factors like time, ticket status, topic, and others.

Anyone familiar with user support will be happy to know that Zendesk supports macros. Applied to tickets, these sequences of instructions can be used for sending automated answers to common questions, for instance. Having macros built in the experience management software will help synchronize procedures across teams, create standardized replies, and save funds by not having to resort to external software solutions.

Zendesk’s team collaboration features enable the integration of communication platforms, such as Slack. This encourages teamwork and helps the agents streamline their work better. 

Zendesk’s good reputation is firmly established. Huge companies like Riot Games, Discord, Stanley Black & Decker, Siemens, and Vimeo are all using its services. Their and other client stories attest to the quality of Zendesk Suite.

Zendesk provides everything expected from customer service platforms to cover the needs of a company. The pricing is scalable, and you can pick and choose between various packages.  

The company also developed CRM platforms called Zendesk Sunshine and Zendesk Duet. The latter combines sales and support sectors for the most demanding type of users, while both platforms integrate with Zendesk Suite and provide powerful tools that collect user data from across the board.

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2. NICE Satmetrix

" Best for Customer Experience Management Software Surveying "

nice satmetrix logo best customer experience management software kommandotech
  • Support types:
    Email, phone
  • Knowledge base:
    No
  • Self-service portal:
    Yes
  • Smartphone apps:
    No
  • Chatbot:
    No

Things we liked / disliked:

  • Reporting system
  • Analytics tools
  • Good for large businesses
  • Lack of transparency

Things we liked / disliked:

  • Reporting system
  • Analytics tools
  • Good for large businesses
  • Lack of transparency
  • Support types:
    Email, phone
  • Knowledge base:
    No
  • Self-service portal:
    Yes
  • Smartphone apps:
    No
  • Chatbot:
    No

NICE Satmetrix offers a customer experience platform that’s aimed at large businesses managing customer journeys. Satmetrix is designed with users’ points of view in mind and uses that information to help develop products, brands, and other company aspects.

Since Satmetrix is not as transparent as Zendesk when it comes to the service selection and pricing, you’ll have to request a demo session with the representative to see firsthand what the platform can do. Bear in mind that Satmetrix doesn’t offer a one-size-fits-all type of package, so make sure you have a general idea of what you need from a customer experience management software before you make the appointment.

NICE Satmetrix’s SaaS solution features a range of intelligent analytics tools with one goal in mind: improving customer experience by analyzing both direct feedback and one that’s extrapolated from the AI tools.

Satmetrix prides itself on having powerful tools such as dynamic insights, employee engagement, workflow management, collaboration tools, configurable templates, self-service, and others. It also includes a wide range of different templates that allow you to configure your dashboard and have critical information presented in a clear format. The tools and templates can then be combined to generate reports for each member of the support team.

Satmetrix’s customer experience management software excels in analyzing customer journey, brand loyalty, and engagement. It will give you a clear picture of how the customer responds to the brand or product. Gaining this precious insight will make it much easier to adjust the interaction with the user accordingly.

By applying machine-learning algorithms, Satmetrix manages to process large amounts of data, which are then used to analyze and improve customer experience in new and inventive ways.

Customer experience is nothing without feedback. Fortunately, Satmetrix offers fully customizable feedback templates that you can tailor to your organization’s needs.  

The best customer experience companies have different approaches to the way they customize their products. In that regard, NICE Satmetrix opted for a more enterprise-oriented solution backed by powerful business tools. 

3. Qualtrics

" Best Customer Experience Management Software for Analytics "

qualitrics logo best customer experience management software kommandotech
  • Support types:
    Email, phone, social media, live chat
  • Knowledge base:
    No
  • Self-service portal:
    No
  • Smartphone apps:
    Yes
  • Chatbot:
    No

Things we liked / disliked:

  • Ease of use
  • Data processing
  • Surveying system
  • Mobile Functionality

Things we liked / disliked:

  • Ease of use
  • Data processing
  • Surveying system
  • Mobile Functionality
  • Support types:
    Email, phone, social media, live chat
  • Knowledge base:
    No
  • Self-service portal:
    No
  • Smartphone apps:
    Yes
  • Chatbot:
    No

Most organizations start to thrive once they introduce customer feedback and experience solutions into their business plans, and that is exactly what Qualtrics did with its CX program. With this kind of approach, you’re letting your customers know they are heard and appreciated. In turn, they will stick around and most likely recommend your product to others.

It’s worth mentioning that underneath the hood you have an iQ suite of analytics tools that’s up and running 24/7. This suite is a sophisticated AI solution that combines machine learning with natural language processing to generate real-time suggestions for every team member. The quantity of data processed by Qualtrics iQ is impressive, and the AI can pull out information from textual, video, or audio content to provide meaningful insight.

With Qualtrics’ customer service management software, you will quickly track and respond to customers’ queries. If you use the entire product selection offered by Qualtrics, you’ll get your hands on the most comprehensive data available. The choices range from Qualtrics Customer Experience and Qualtrics Product Experience to Qualtrics Employee Experience and Qualtrics Brand Experience. 

Qualtrics is easy to use and can be customized to fit users’ specific needs. To illustrate a bit, you can adjust the ticketing system’s dashboard roles to grant or deny access to team members.

A centralized platform where all customer requests can be funneled into is indispensable if you want the best customer experience management software. Qualtrics Customer Experience proves that point, gathering feedback from all relevant channels like email, social media, review websites, and more.

This company knows that clients will often want to use other vendors’ products as well. Instead of shying away from collaboration, Qualtrics seeks to excel in that area, as well. You can easily integrate Qualtrics CX with Salesforce, Slack, Microsoft Dynamics, HubSpot, and many other programs. There’s also an application programming interface (API) available for any custom software integration you may need.

The most beneficial customer support features you will find within this cx software will be ticketing, surveys, customer feedback, customer satisfaction score (CSAT), net promoter score (NPS), automation, and advanced analysis. Without a doubt, Qualtrics makes businesses of all sizes coming back for more, with more than 13,000 brands using the platform’s services. Renowned companies like Microsoft, Samsung, Yamaha, or Volkswagen are just some of the industry giants that implement Qualtrics tech solutions.

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4. Acquire

" Best Customer Experience Management Software for Helpdesk "

acquire logo best customer experience management software kommandotech
  • Support types:
    Email, phone, video, live chat, social media
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    No
  • Chatbot:
    Yes

Things we liked / disliked:

  • Chatbot
  • Multi-channel communication
  • Ease of use
  • No mobile app

Things we liked / disliked:

  • Chatbot
  • Multi-channel communication
  • Ease of use
  • No mobile app
  • Support types:
    Email, phone, video, live chat, social media
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    No
  • Chatbot:
    Yes

With the best customer experience management software, you should be able to seamlessly scale up as your organization grows. This, of course, is achieved by expanding the array of features that your customer support team uses. Packed with tools that can handle companies of all sizes and aspirations, Acquire’s software is an excellent long-term solution.

Acquire does the job perfectly. It integrates sales, onboarding, and customer support in a single platform. Creating conditions for better teamwork and communication with customers means more positive experiences and feedback that lead to more sales. 

Acquire has all the traits you could expect from the best customer management software. You can communicate with your clients via live chat, phone, email, or even a video call. With so many communication lines open, it will be hard to have an issue fall through the cracks and go unanswered.

Your team will also appreciate an all-encompassing overview of customer interactions. With Acquire’s slick and straightforward user interface and dashboard, tracking user tickets will be a walk in the park. All tools are located in one place, and you can easily switch between the communication channels if need be.

Thankfully, customer experience management companies recognize the importance of implementing self-help and self-service solutions to reduce the customer experience team’s workload. Acquire has come up with several ways to make that happen, but our favorite one is the chatbot function. These AI-powered virtual agents use natural language processing technologies to communicate with users and provide instant support around the clock. 

Some customers prefer taking matters into their own hands rather than dealing with agents, virtual or otherwise. To ensure that part of your clientele remains satisfied with your services, make use of Acquire’s centralized database of potential issues, i.e. knowledge base.

If you prefer a hands-on approach, Acquire has your back. Their online customer experience management feature called Cobrowse is quite handy and requires no software download for users. With this two-way interaction tool, you can troubleshoot issues directly on your customers’ desktop or mobile screen. Of course, they will be prompted to give you permission to connect to their devices. Acquire has an impressive list of clients that includes large companies like Discover, Paysafe, and Audi, and even the United States Air Force. In short, if you’re looking for a bulletproof customer experience platform, you can’t go wrong with Acquire’s CX software

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5. Oracle Cloud CX

" Best Customer Experience Management Software for Cloud-Based AI Analysis "

oracle logo best customer experience management software kommandotech
  • Support types:
    Email, phone, live chat, social media
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    Yes
  • Chatbot:
    Yes

Things we liked / disliked:

  • Integration
  • Good UI
  • Mobile-friendly
  • Complexity

Things we liked / disliked:

  • Integration
  • Good UI
  • Mobile-friendly
  • Complexity
  • Support types:
    Email, phone, live chat, social media
  • Knowledge base:
    Yes
  • Self-service portal:
    Yes
  • Smartphone apps:
    Yes
  • Chatbot:
    Yes

There’s hardly a hardware or software enthusiast that hasn’t heard of Java and, therefore, Oracle. It was only a matter of time before Oracle brought its own solution for customer experience to the table, keeping its presence in the industry strong. Their SaaS, Oracle Cloud CX, is a cloud-based product for improving relationships with clients, intended for both small and large businesses. 

With the Oracle customer experience suite, you’ll get all the power behind powerful analytics, AI, and practical tools to help you throughout the customer journey. This data-first approach enables you to create a unique and extraordinary experience for each client using information such as how your customers behave, their demographics, transactions, and other valuable insights.

Integration between sales, support, commerce, and marketing sectors is symbiotic with Oracle CX. The software will gather information across all channels and send it to the customer data platform, creating a single profile for each of your customers.

A comprehensive cross-department customer data platform is just the first step toward a better customer experience, though. With a whole variety of customer experience tools and features available, Oracle CX provides everything you need to gain and retain customers – better content management, integration, innovative tech application, advanced security, and analytics. 

As we all know, knowledge is key. Nevertheless, it’s hard to make use of gathered information in real time (i.e. while interacting with the customer) if you haven’t analyzed and sorted the data beforehand. That’s where powerful AI analytics come into play. Machine learning has become an indispensable component for this sort of application, further reinforced by Oracle’s supporting modules like Data Visualization, CX Audience, Unity, Adaptive Intelligent Apps, and other powerful additions. 

Oracle’s customer experience software is backed by Oracle Cloud Infrastructure (OCI) that fuses integrated security, service autonomy, and serverless computing. It also includes an API catalog for custom software integration.

Oracle’s software suite is used by famous establishments such as Panasonic, Acer, Ricoh, Vodafone, and the University of Oxford. Of course, that doesn’t mean Oracle Cloud CX is exclusively enterprise-oriented. On the contrary, the platform is very adaptable to the needs of small businesses, as well.

Methodology

If you are on the fence about whether this software will benefit your business, we are here to help. Below, we will go through what makes the best customer support software vital for client retention.

Besides helping you give your clients proper attention, customer experience management software (CEM ) boosts brand reputation – if it employs the right tools, that is. We will discuss these in more detail, covering software aspects that you should pay particular attention to when deciding what platform and features to go for.

Not all businesses have the same goals or the same audience, of course. Small businesses, for example, might not need a full-featured customer experience software suite, while big enterprises will maybe even want to add third-party programs to the bunch. That is why you should always have your company’s particular requirements in mind. That will help decide what ‘the best customer service software’ means for you. It could be the one offering survey analysis, or the one with a chatbot feature, for instance. Not to worry, we’ve covered it all, so let’s get down to business. Your business.

Multi-channel Communication

Providing at least email support has become a standard for companies that have an online presence. However, including more channels of communication can only help with customer satisfaction. In addition to email, phone, and live chat support, companies nowadays use their social media platforms to attend to their customers’ needs. 

Having these communication lines open and managed under the same customer experience management platform makes it easier to collect user feedback while promptly responding to requests. 

Customer Relationship Management (CRM) and CX (Customer Experience) Integration 

When used in conjunction with CX, CRM software’s fantastic characteristics come into the spotlight. The advantages of CRM are databases and reports built based on customer experiences. Combining these two systems makes identifying issues that your users are experiencing daily a breeze. CRM software analyzes large quantities of data, providing all the needed context for CX to shine. 

Ticketing System 

The foundations of all customer experience management tools reside on a comprehensive ticketing system. It helps track interactions with customers, flag issues, and automate some of the processes. 

Automation can contribute immensely when you’re dealing with high volumes of requests. Auto-responses to general queries, ticket routing, or automated reminders can free up your team’s resources and allocate them where a more personal touch is needed.

The best way to sort tickets is by using a tagging system. The users submit a ticket through a web form with multiple commonly occurring issues to select from. Once the request is filled out, a tag determined by the chosen categories is assigned. The best customer experience tools have keyword-recognition tools that add these tags depending on the ticket’s content. The system is quite useful for speeding up the process of identifying issues that need to be resolved swiftly. Tags can be added manually as well, which further improves the categorization of customer support tickets.  

Ticketing queues are one of the ways to streamline customer experience further. Assigning specialized support agents to ticket queues categorized by specific types of requests can increase your team’s overall productivity, giving them a chance to cater more quickly and efficiently to the client’s needs.

Customer experience solutions often include a comprehensive knowledge base – FAQs can solve most user issues. That said, some customers will prefer contacting support, however minor the problem. That is where a good built-in ticket deflection system comes in handy. By redirecting users to self-help articles, this convenient tool can reduce the support team’s workload significantly. 

Knowledge Base 

On the other hand, many users prefer to read through an article to find an instant solution instead of waiting for a customer service representative’s response. A well-written and regularly updated knowledge base will be the thing that they’re looking for.

Data Analysis

By keeping track of user feedback, customer experience management solutions can sort through the information and detect areas that require improvement. Data analysis can help a company quickly adapt and cater to customers’ grievances. Furthermore, it will enhance your support team’s key performance indicators (KPIs) and make them more efficient.

Sentiment Analysis

Analyzing the emotional state of users can help prevent customer churn. By applying AI solutions to determine whether a request is communicated in a positive or a negative tone, you can uncover the general sentiment in your users’ feedback.

Survey Capabilities

Online customer experience management software will often include some kind of survey solution. If you make use of such features, you’ll be able to collect valuable customer feedback and use the data to boost KPIs and customer experience. 

AI Chatbots 

One of the most innovative tools that tremendously improve customer experience is certainly the famous AI chatbot. This feature-creature expands on the self-service capabilities and allows the customer support team to focus on more complicated tasks. It’s instrumental for the customer support that doesn’t have a 24/7 presence. Chatbots will also reduce costs and provide multilingual support, which is why including this feature in your customer experience suite would be invaluable.

Top 5 Customer Experience Platforms

  1. Zendesk
  2. NICE Satmetrix
  3. Qualtrics
  4. Acquire
  5. Oracle Cloud CX

FAQ

What is CX software?

Customer experience (CX) software is usually a cloud-based software-as-a-service (SaaS) solution primarily used to collect, organize, and respond to customer queries and feedback.

Why are customer-centric firms successful?

The customer comes first – a saying that’s been around forever, and for a good reason. Companies that invest in the best customer experience management software successfully manage to create and increase brand awareness, enlarging the customer base along the way. Naturally, that leads to client-centric businesses having significantly larger revenues than those that don’t focus on the needs of their clientele.

What is a good customer experience?

A good customer experience strategy is one that inspires loyalty among the customers by providing personalized, efficient, and fast interaction solutions. If your clients are appreciated, your company will be appreciated and advocated, as well.