Most of the fortune companies across the globe integrate their customer experience platform into their overall management system? Because it gives them the flexibility to keep all customer feedback under one system. As per the study conducted by Bain & Company, there is wide adoption of customer experience tools by top leaders and laggards in 2020, and it will only increase in the coming days.
What is Customer Experience?
Customer Experience is the cumulative effort of all the connections and communication a customer has with the brand over time. It includes communication with the customer service team, demo call, onboarding, pre- and post-purchase conversations, after-sales-service, billing information, and any discussion that involves the customer and the brand. Customer experience can be positive, negative, or neutral, depending on the nature of the brand’s help rendered to them.
As businesses grow, they face challenges in delivering consistent customer experience. To up the game, they’ve to implement personalized experiences throughout the customer journey.
Why Invest in a Customer Experience Tool / Software?
- A customer experience tool helps highlight customer issues and instantly provide solutions without any delay.
- They help increase customer interaction and engagement. Through a CX tool, you can respond to customers’ queries, follow-up with them, and gain their trust.
- A good CX tool helps in retaining the customer, drive revenue, and lift customer loyalty.
- A CX tool helps you streamline the process and focus on professional responses in line with your brand and deliver exceptional customer experience every time a customer interacts with your brand.
- A CX approach eliminates any guesswork or gut feeling by presenting the right data that can be used for any marketing initiatives, thus saving money and resources.
15 Best Customer Experience Platform
Here is a glimpse of the top customer experience management software that will raise the bar for customer satisfaction.
SoGoCX is a customer experience management & feedback platform that coherently lets you gather customer feedback & reviews in the best form. It is a subsidiary of SoGoSurvey, and also offers an employee experience platform, online survey & quiz tool. With SoGoCX, you can improve Net Promoter Score (NPS) and instantly convert customer data into real-time opportunities to jump on to resolve the most critical issues. Not sure what questions to ask? You can choose the most acceptable template from their library of resources.
- Comprehensive survey capabilities
- Advanced statistical and trend analysis
- Easy-to-use interface – easy dashboard creation, easy to launch CSAT, CES, or NPS via easy drag-and-drop control
- Shareable reports & Insights
Delighted is a simple online customer experience platform that uses the Net Promoter System (NPS) to gather real-time feedback from customers in minutes. You can survey not only your customers but also random visitors on your website. As soon as you receive the feedback, you can explore the data and share it with the team for further action. With the open-ended question, you can see your customers giving detailed feedback, then and there itself.
- Easy customization & easy to use interface
- Simple and easy to navigate dashboard
- Remarkable customer support
- Ability to tag responses and view them in a chart to easily compile data
ResponseTek is an enterprise customer experience management platform that helps you collect and analyze demographic, social journey, and behavioral data to track and surpass customer experience in real-time. Through its three-pronged approach: Voice of the customer, Voice of the employee, and Listening lab, you can enable a two-way communication process and delegate your employees to deliver out of way customer experience.
- Easy access to the website and social media customers reviews
- Through early warning systems, you’ll gather customer sentiment and feedback and quickly act in a crisis.
- Quick access to a huge set of targeted surveys
InMoment is a smart enterprise feedback management and customer-oriented platform that uses human behavior to rework metrics into meaningful insights that drive high-value business growth. With the help of a journey mapping workshop, CX professionals can predict the market’s future needs. You can even get your strategy reviewed by their expert practitioners that will improve intelligence and return on investment.
- Simple customer experience software with useful metrics
- Easy to travel through all comments directly
- The amazing dashboard allows for straightforward view and navigation
- Auto-route and role-based reporting
Confirmit is a market-leading customer experience platform that allows richer insights to form smarter decisions and take action faster with Voice of the customer (VOC), Market Research, and Voice of the Employee (VoE). You can engage your audience with innovative question types, multimedia clips, and various feedback methods. Your team can also intelligently leverage unstructured data like voice, text, and video for more optimal use.
- Simple with an upscale graphical user interface
- Download data in various formats
- Multiple inbuilt question types – Plugin’s integrations, API’s
- Easy to use data scheduling and data edit
AskNicely is a real-time on the web customer experience (CX) platform that produces automated NPS solutions to boost revenue growth and build strong customer relationships. Based on NPS, CSAT, or CES framework, your team can take action and ace up the customer experience. They can initiate the conversation with a single survey through SMS/text or web survey and gain rich insights along the customer journey.
- Great features like SMS & auto-reminders
- Helps to realize more insights into brand sentiments
- Attractive dashboards & reporting options
- Multi-language surveys and daily survey scheduling
Honestly is a simple online CX platform that helps you create surveys, collect feedback, and gain insights – all in one platform. You can convert your customers into brand advocates through omnichannel feedback and boost customer loyalty. You can cover the entire customer journey and get actionable feedback, which can then be presented to the leadership team in reports for further action.
- Supports multiple questions and distribution
- Multilingual survey capabilities
- Innovative dashboards & multi-report options
- A great tool to gather anonymous survey
GetFeedback helps you instantaneously collect customer feedback with ready-to-use surveys and immediately rectify the top issues and deliver a seamless customer experience. You can easily tap into each customer’s persona with real-time feedback and identify challenging gaps and deliver expectations. It’s even easier to follow-up with upset customers, convert them into positive customers, or appreciate happy customers and make them brand advocates.
- Easy to integrate Salesforce and implement it with no coding
- Customization & logic improves user experience
- Customer-friendly visualizations & graphics
- Multiple ways to collect feedback across channels, like website, text, email, mobile, and social media
Verint Foresee CX management software allow users to trace CX analytics automatically and keep track of the entire customer journey accurately and efficiently. With features like built-in ROI, prescriptive action, and predictive insights, you can manage key drivers at every-touchpoints and link CX improvements to financial performances.
- Great VOC features including customer-initiated surveys, heat maps, text analytics alerts
- Best for benchmarking and competitor data
- Easy navigation & intuitive dashboard
Wootric is a modern customer experience management tool that helps you track-proven CX metrics with high-response micro-surveys delivered in-apps, via mobile, email, and other social media platforms. Through machine learning, you can scale up and analyze customer feedback through the voice-of-the-customer. You can send customized surveys in the customers’ preferred language, or as per the event defined.
- Real-time analytics of customers problems
- The intuitive platform, easy to use filters like data, graph, grade, company, etc.
- Direct integration to tools that the majority of folks are using within the company
- UI is clear and obvious
- Faster customer query turnaround
Feedbackify is the easiest and simplest online feedback tool that allows visitors to leave ratings and feedback, comments, compliments, and suggestions on your website. You can keep track of why your visitors are leaving the website and make changes to your website accordingly. Your website team can get suggestions from the visitors to what’s working and areas that need improvement. Such feedback can help improve the health of your website.
- Easy to make Facebook forms and collect ratings (such as NPS)
- Real-time dashboard for all feedback
- Reviews are often filtered by category or sub-category
- Cost-effective and simple to use
OpinionLab is now VERINT is an intelligent online Voice of the Customer (VoC) platform that gathers customer feedback, CSAT and NPS via standard survey methods. Through an array of services, you can keep your customer on top priority and deliver excellent customer experience in all their interactions. You can even work towards upgrading your customer-centric culture that links to customers’ business and create great business results.
- Easy to make changes to survey questions, layout, and text
- Great tracking of customer responses & ease of integrating Google Analytics for additional tracking
- Excellent customer support team
- Easy reporting interface
Typeform is a SaaS-based platform known for great online surveys and form building. Its main software creates multiple dynamic forms based on user-specific needs and requirements. Through the video survey, you can turn your surveys into conversations and interact with your audience face-to-face. Your CX team can follow-up with customers as appropriate and let create an enjoyable experience for them.
- Simple and intuitive interface.
- Great level of integrations available and customizations
- Drop-and-drag elements for ordering and reordering
- Easy Logic Mapping & Logic Flow
Survicate is an all-in-one customer experience software. With only one click, you can collect customer feedback across all digital touchpoints instantly. You can send targeted surveys to your customers, gather insights to create marketing personas, and create an effective lead nurturing campaign. You can improve customer satisfaction, customer retention and put the customer over everything else.
- Easy & simple to install
- Ability to customize the color scheme
- Ability to line the edge for # of responses
- Set rules for when the survey should appear on the page
Crowdsignal, formerly Polldaddy, is an online website tool that allows users to create, distribute, and interpret polls, surveys, quizzes, and ratings in one platform. CX professionals can learn, listen, and engage with customers after every interaction. They can customize the survey as per their requirements or pick one from the ready-to-use template.
- Easy to set-up, add branches and sort questions
- Easy to optimize for mobiles
- Easy to track directly from the website
Things to Remember before Investing in a CX Platform
- Check if it is “do-it-yourself,” or someone will do it for you like configuring the platform, building a survey, deploying the survey, etc.
- Will you manage the system alone, or multiple nodes like the leadership team, customer support team, who will be using the system?
- Do you want to give system access to any sub-users?
- Decide how you want to summarize your feedback data?
- Would you need any demo or additional training on how to use the system?
Customer experience tools are easy to manage, but the CX tool can be directionless and difficult to operate without any strategy. And the outcome for every response will be poor and insufficient. If companies don’t take CX seriously, their customers will not take them seriously and move to other providers who value them and respect them. But with a robust customer experience tool, CX leaders will have a weapon, map, and instrument needed to reach the destination – CX excellence.