In this blog post, I have compiled a list of my top picks from the most comprehensive resource on Customer Experience Software – Solutions Market Report 2016-2020 by CB Insights.
I hope that you find some use for these 23 applications as well!
Zendesk is a cloud-based help desk management solution that offers customizable tools to build customer service portals, knowledge bases, and online communities. The front-end portal is customizable and offers live chat features and an integrated chatbot. Zendesk Suite provides more features than the free version and is a customer service platform with 38 (3164 reviews) on Glassdoor with an average rating of 4.5 stars out of 5. Zendesk Suite allows you to manage your help desk in one centralized location.
Nick's Take
I think Zendesk is an excellent software since they offer a variety of features to help you manage and respond to customer support issues. The Zendesk platform keeps track of all the interactions with your customers, including replies, cancellations, and changes in contact preferences.
Features
- Track all your customer interactions in one place
- Reply quickly with automatic replies
- Create custom forms to gather customer information
- Automatically route emails based on subject line or keywords
- Integrate with your other apps – Get a better understanding of customer behavior
Pricing
- The solution starts at $10 per month for one person. There is also a 20% off discount available on Zendesk.
IBM Tealeaf is a customer experience software platform that helps businesses boost conversion and revenue with the help of customer data analytics. AI-powered struggle analytics will help you understand how customers interact with your content and products. IBM Tealeaf offers features like creating dynamic content, connecting with customers, improving collaboration, and analytics.
Nick's Take
I think IBM Tealeaf is an excellent customer experience software powered by AI. It offers a range of features to improve customer value, such as behavior-based marketing segments and AI-powered struggle analytics. IBM Tealeaf is perfect for small, medium, and large businesses.
Features
- Segmentation – IBM Tealeaf can segment customers based on their behavior patterns and preferences to create dynamic content for them. It also allows you to connect with your customers in the most personalized way possible.
- Analytics – IBM Tealeaf provides analytics to help you understand your customers’ behavior patterns, needs, and preferences to improve their experience and increase customer loyalty.
- MobileIBM Tealeaf provides mobile solutions that help you better understand your customers’ behavior patterns and preferences to improve their experience on mobile devices.
- SocialIBM Tealeaf provides solutions that help you better understand your customers’ behavior patterns, preferences, and needs to improve their experience on social media.
- Customer ServiceIBM Tealeaf provides solutions that help you better understand your customers’ behavior patterns, preferences, and needs to improve their experience on customer service channels.
Pricing
IBM Tealeaf offers pricing plans starting at $5 per month for up to five users.
Satmetrix’s customer experience management software is designed to help businesses reduce churn and save at-risk customers. The software uses voice and text analytics to identify trends and patterns and highlight problems that must be addressed. Additionally, the Satmetrix customer experience management software can help design automated workflows for support agents.
Nick's Take
I think the software is suitable for businesses of all sizes and can be integrated with other tools. The product’s pros include user-friendly UI, analytics graphs and charts, and limited integrations and customization. The cons of the product include limited integrations and customization.
Features
- The software includes a dashboard that gives users an overview of their business’s performance. It also has a customer experience map, which is used to identify and address problem areas. The Satmetrix software allows users to monitor their business’s performance daily.
- The software also includes a feature that allows users to create automated workflows for support agents. It provides real-time analytics and insights into a company’s customer experience.
- The software integrates with other popular business management tools, including Salesforce, Zendesk, and Microsoft Dynamics.
- Allows users to create automated workflows for support agents. It provides real-time analytics and insights into a company’s customer experience. The software also includes a feature that allows users to create automated workflows for support agents.
- The company offers a free trial that allows users to test the software for 30 days.
Pricing
You will have to pay for a subscription to get the full features. There is also a 30% discount available on Satmetrix.
For $99 per year, you can get full access to all of its features.
ResponseTek is a customer experience software platform that provides website data and social media access to gather customer feedback. This feedback can monitor customer sentiment and respond rapidly during a social media crisis. The Listening Platform can automatically identify and follow up on situations that need attention.
Nick's Take
I think ResponseTek is an excellent platform since they provide an early warning system for when crises occur, so you can take action to mitigate the situation. The customer is given a post-interaction survey to measure the effectiveness of the resolution.
Features
- CX Software – A platform that allows you to monitor your customers’ social media activity and gather customer feedback.
- Customer Feedback Management – The ability to monitor customer sentiment and respond rapidly during a social media crisis.
- Social Media Management – The ability to gather feedback from your customer’s social media activity, such as Twitter, Facebook, and Instagram.
- Social Listening – The ability to listen to your customer’s social media activity and gather feedback (positive or negative) about your brand.
- Customer Feedback Analysis – The ability to analyze customer feedback and use the information to improve your brand.
Pricing
The ResponseTek free trial allows you to access unlimited surveys; however, the full version costs $239 per year.
ClickTale
ClickTale Experiences Analytics platform is best for small, medium, and large businesses. The platform has a human and machine intelligence feature that allows you to track user behavior and understand their interests. The platform is scalable and provides data-rich visualizations. It can be used on Windows, Mac, Android, and iPhone/iPad devices. The service will provide you with updates for your website. ClickTale is a website that provides users with video content. The website has different video content, including comedy, drama, and sports. ClickTale also offers various other services, such as advertising and analytics.
Nick's Take
I think the ClickTale website is a great company that provides updates for your website through a SaaS service. These updates are free and will provide you with the latest changes on your website.
Features
- The heat map feature lets you know the exact areas on your website that are getting more attention. This helps you understand how people interact with your website and enables you to make changes accordingly.
- The ClickTale survey feature helps you know the customer’s feelings about your website. This gives you an insight into how satisfied or dissatisfied they are with your services and products, which helps you improve them.
- The ClickTale report feature gives you a detailed analysis of the traffic your website receives, which helps you know exactly where your target audience is coming from and when they visit your website.
- The ClickTale form feature lets you know how effectively your website gets people to fill out forms. This helps you improve the effectiveness of your online marketing campaigns by knowing what needs to be changed or improved on your website.
Pricing
The pricing for ClickTale starts at $99 per month for up to 10 users.
Adobe Experience Manager
Adobe Experience Manager is a software platform that helps businesses manage customer experiences across devices and channels. AEM integrates with other Adobe products to provide a comprehensive experience for customers. Many large organizations around the world use AEM. Adobe Experience Manager is combined web content and digital asset management system that offers an end-to-end solution for managing and delivering web content.
Nick's Take
I think Adobe Experience Manager is an excellent tool for managing and delivering digital content. The bulk management feature is beneficial, and the role-based user permissions are a great addition. Page templates and role-based user permissions are both highly rated features.
Features
- A drag-and-drop interface, which allows users to customize their websites quickly.
- The software also includes a content library that can be used to organize and store website assets.
- AEM also offers a mobile app builder, which allows users to build native apps for iOS and Android devices.
- The software also includes a social media integration feature that can be used to integrate various social media platforms into websites.
Kana’s Web Experience software helps customer service representatives directly affect customers’ experience. Kana’s EFM option can assess the performance of customer service teams, helping to identify issues and address them quickly. This provides a better customer experience, leading to increased satisfaction and loyalty. Verint acquires them.
Nick's Take
I think Kana’s Web Experience software is a great platform that enables brands to engage customers more personalized way. They also had a positive financial impact on businesses.
Features
- Analytics – Kana’s analytics tools help companies understand their customers and measure the impact of their customer experience initiatives.
- Kana Engage – Kana Engage is a Customer Experience Management (CEM) solution that enables companies to engage with customers in a personalized way. Kana Engage includes tools to help companies manage their customer service operations.
- Kana Social – Kana Social is a social media management solution that helps companies monitor and engage with their customers on social media.
- Kana Mobile – Kana Mobile is a mobile customer service platform to help companies deliver personalized customer experiences over the phone. Kana Mobile includes tools to help companies manage their call center operations.
- Kana Docs – Kana Docs is a document management solution that helps companies organize and share business documents with their customers.
- Kana Enterprise – Kana Enterprise is a customer experience management solution that helps companies deliver personalized experiences to their customers across multiple channels, including email, mobile and social media.
SAS is a customer experience software platform that helps companies collect and analyze customer data. The platform can be customized with branding and data connectors to allow for more flexibility in how it is used. SAS has many features to help companies collect, analyze, and respond to customer feedback. The platform can be used to automate marketing campaigns and track customer behavior.
Nick's Take
I think this platform is excellent since it is designed to support service and support teams. Zendesk can be integrated with SAS to help empower your team to deliver a top-notch customer experience.
SAS Features
- Build a complete view of your customer with social media, online and offline engagement, surveys, and more.
- Turn insights into actions with the ability to create customized workflows that trigger automated responses.
- Measure and improve service levels with real-time, actionable metrics.
- Increase agent productivity and customer satisfaction with easy-to-use tools that can be accessed from any device.
Gemius is an enterprise software platform that is great for the online audience measurement. The GemiusPrism solution comes with advanced segmentation options and exportable reports. This makes it perfect for studying web visitors’ behavior and generating internal reviews and presentation reports.
Nick's Take
I think Gemius is an excellent enterprise software platform for measuring online audiences. It has advanced segmentation options and reports that are exportable to different file types, making it perfect for studying web visitors’ behavior and generating reports for internal reviews and presentations.
Features
- Measure the reach and frequency of online marketing campaigns, including display ads, videos, and rich media.
- Measure online campaigns for social networks like Facebook, Twitter, Google+, YouTube, and LinkedIn. Measure email marketing campaigns’ effectiveness by tracking open and click-through rates.
- Measure the effectiveness of display advertising campaigns on websites, mobile applications, and video streaming services. Measure real-time audience data for online media companies (websites and apps), including blogs, news sites, and social networks.
- Measure the effectiveness of mobile marketing campaigns by tracking click-through rates and app downloads. Measure display advertising across all devices (desktop, tablet, smartphone).
Pricing
GemiusPrism offers a free trial with limited features and a paid plan that starts at $499 per year. The full version with all the features starts at $699 per year.
HubSpot
HubSpot’s customer service management software helps you scale customer support, unite your teams, and retain and delight customers. HubSpot’s CRM provides a unified view of every customer interaction, allowing you to scale support via self-service and automation. HubSpot helps you scale your support by unifying all service channels and data into one place, giving you more time for active service that helps grow your customer base.
Nick's Take
I think HubSpot’s customer service software is easy and powerful, with features like help desk automation, conversational tools, knowledge base, reporting, and customer feedback surveys. HubSpot helps you scale customer support by automating processes and giving you more time for active service.
Features
- Help Desk Automation: HubSpot’s help desk automation tool allows you to create automated workflows, monitor customer support activity, and collect data from your service channels.
- Conversational Tools: HubSpot has several tools that allow you to create personalized communications with your customers.
- The Live Chat tool allows you to converse with visitors on your website. In contrast, the Inbound Contact tool helps you build a list of potential leads by capturing information from visitors who fill out forms on your website.
Medallia platform helps manage customer and employee experience by collecting data from various touchpoints to create feedback used to improve workforce experience. With this, they can optimize the workforce experience and deploy role-based dashboards. The platform’s qualitative insights and real-time alerts allow marketers to see customer profiles, test prototypes, target user segments, and collect feedback on product attributes.
Nick's Take
I think Medallia has a scalable and secure architecture, making it ideal for businesses. Qualitative insights and real-time alerts provide a complete picture of customer and employee behavior. Marketing capabilities include A/B testing and product feedback management.
Features
- Improve customer experience with real-time alerts and easy-to-use analytics.
- Conduct surveys, analyze data, and share insights through a simple dashboard.
- View customer profiles, test prototypes, target user segments
- Collect feedback on product attributes.
Pricing
It starts at $3 per user per month. Medallia charges $5 per user per month and has a company size of S or M.
Maxymiser
Maxymiser is a customer experience software platform that helps businesses capture customer data and convert it into predictive analytics. This information can create customer profiles and optimize websites for better conversion rates. Additionally, the platform provides tools for targeted advertising and more personalized offers for customers.
Nick's Take
I think Maxymiser is a software that helps with this by capturing data about customers and using it to create customer profiles. This allows for more accurate marketing and advertising and more tailored customer offers. The use of personalization will enable companies to provide a better experience for their customers.
Features
- Customer segmentation allows businesses to create groups of customers based on similar characteristics.
- This can be used for targeted advertising and more tailored marketing campaigns.
- Maxymiser also features integrated CRM tools allowing more accessible communication between sales and marketing teams.
- Its easy-to-use interface makes it an excellent choice for small and medium-sized businesses.
- Real-time customer experience monitoring tool allows businesses to track and respond to customer interactions in real-time.
- Maxymiser offers a free trial, so businesses can try it out before deciding whether or not they want to pay for the full version.
UserZoom is a software platform designed to help businesses quickly create and distribute usability tests for websites and mobile apps. UserZoom provides feedback data and analysis so companies can improve their development workflow based on real user insights. The world’s first UX Insights System allows for exceptional digital experiences that drive measurable ROI. UserZoom provides accurate, actionable insights from a variety of methods.
Nick's Take
I think UserZoom is an excellent tool for usability testing, feedback collection, and analysis. It has a user-friendly dashboard to compile reports on click data, user actions, unique views, heatmaps, and more. It also enables users to watch interviews and sessions.
Features
- Comprehensive analytics reports that provide a holistic view of your website or app.
- Real-time feedback and insights from users as they interact with your site.
- Watch sessions to see how users are interacting with your site.
- A/B testing to help you optimize and improve the user experience of your site or app.
- Session recording for usability tests, customer interviews, and more.
- Easy-to-use dashboard to compile reports and view insights.
- Works with any website or app.
Pricing
It is suitable for mid-sized to large businesses and integrates with Yes. Pricing information is available on request.
PickFu
PickFu is a customer experience software platform that makes it easy to collect feedback and target various customers. With over 40 targeting criteria, PickFu offers a range of pricing plans to suit different needs. You don’t need a membership to use PickFu, and you can start using it for free. The Team plan includes deeper discounts on per-response rates and support for up to 4 user seats. The team dashboard provides a collaborative platform for team members to track progress and communicate ideas.
Nick's Take
I think PickFu is a reliable and user-friendly customer experience software platform that offers a large pool of respondents. Use PickFu to access the wisdom of the crowd for insights on demand.
Features
- PickFu is a survey platform that helps you gather feedback from the crowd. It’s an extremely powerful and easy-to-use tool that lets you get insights on demand.
- The platform enables you to get real-time feedback from people across the globe. In addition, it offers a large pool of respondents and lets you create surveys in just 5 minutes.
- You can create polls in any language and share them with the world. It’s a great way to find out what people think about your product or service and get feedback on new ideas.
- You can also create polls for social media, which is a great way to get feedback from your customers and fans. In addition, you can share the results on social media, which is a great way to get more exposure and drive traffic back to your website.
- The tool offers a free plan that enables you to create up to 5 polls with 100 responses each month. This is a great way to get free and see if the tool works.
Pricing
You can start running polls with PickFu starting at $50, with no membership required. PickFu also offers a free trial. However, it does have a fee for some of its more advanced features.
AskNicely
AskNicely provides a discreet way for customers to give real-time feedback, which can then be used to make improvements. Customer feedback is essential for any business that wants to improve its customer experience. The AskNicely NPS platform makes it easy to follow up with customers and collect valuable feedback. This makes it an essential part of any customer experience software solution.
Nick's Take
I think AskNicely is another excellent platform for customer feedback software that helps businesses improve customer experience and loyalty. The software collects feedback in real-time and offers a dedicated NPS platform for follow-up. This lets companies listen to their customers in real-time and make changes accordingly to maintain a high NPS score.
Features
- Real-time feedback collection through email, SMS, or phone calls.
- It has a dedicated NPS platform makes it easy to follow up with customers.
- Predictive analytics help businesses identify areas of improvement and opportunities for growth.
Qualtrics provides a customer experience software platform that helps you understand and act on customer feedback. The platform has a wide range of data sources and channels to help you capture customer feedback. Qualtrics CustomerXM provides insights into customers’ experiences so that you can take actions that are relevant to them. CustomerXM sends recommended actions to teams in the tools they use automatically.
Nick's Take
I think Qualtrics is an excellent platform since they offer compliance, security, and manageability for smooth business operation. The management tools control department and team access to ensure the correct data flows to the right person.
Features
- It has an excellent survey design tool that helps to create, distribute and analyze surveys.
- The platform lets you collect customer, employee, and partner feedback.
- It offers a range of features, including real-time reporting, social listening, surveys, and analytics.
Pricing
The platform is available for purchase at a price starting at $4,500 per month for up to 500 users.
SurveySparrow
SurveySparrow helps manage customer, employee, and product experience by allowing users to create surveys with brand aesthetics and intelligent content. The platform provides valuable insights through an intuitive dashboard, custom reports, and text and sentiment analysis. Survey Monkey offers an omnichannel survey experience that allows users to access data from anywhere. The platform centralizes data for a holistic view of customer interactions.
Nick's Take
I think SurveySparrow is another great customer experience software platform that helps manage customer, employee, and product experiences. It allows users to create surveys with brand aesthetics and intelligent content. SurveySparrow provides valuable insights through an intuitive dashboard, custom reports, and text and sentiment analysis.
Features
- SurveySparrow offers an omnichannel survey experience that allows users to access data from anywhere. The platform centralizes data for a holistic view of customer interactions.
- The SurveySparrow dashboard provides an overview of key metrics and customer feedback. Users can also view custom reports generated in real time based on the user’s preferences.
- Users can create surveys with brand aesthetics and intelligent content. SurveySparrow provides valuable insights through an intuitive dashboard, custom reports, and text and sentiment analysis.
Pricing
SurveySparrow charges an annual subscription of $29 per user. The company also has a free trial available.
NiceJob
NiceJob is a customer experience software platform that helps businesses get great reviews, referrals, and sales. The venue is easy to use and has many features to improve your website’s conversion rates and SEO. NiceJob also offers a variety of tools to help employers find and hire the best professionals.
Nick's Take
I think NiceJob is an excellent platform that provides a searchable database of professionals and tools to manage and connect with professionals. NiceJob helps you get more reviews, referrals, and sales.
Features
- Recruitment: NiceJob provides a database of candidates that can be searched by employer or job title and other criteria. The platform also allows employers to post jobs and manage them through the entire hiring process, from publishing to screening candidates to scheduling interviews.
- Employee Engagement: NiceJob offers a variety of employee engagement tools to help businesses retain employees and improve their performance.
- Performance Management: NiceJob offers a variety of tools for employers to manage employee performance, including goal setting, employee surveys, and 360-degree feedback.
- Time & Attendance: NiceJob offers a variety of tools for businesses to manage employee time and attendance, including an online time clock system that allows employees to clock in and out from their desktop or mobile devices.
- Employee Onboarding: NiceJob offers a variety of tools to help businesses manage employee onboarding, including an online orientation program that allows new hires to learn about their employer before they start work.
Pricing
The subscription starts at $5 per month. However, you will need to pay $39 per month to use all of its features.
Pixis Insights UI/UX
Pixis Insights offers an overview of the latest UI/UX trends. This research is based on feedback from targeted users. The company aims to take away the guesswork in user research and get direct feedback that can help guide product development. Pixis Insights provides a platform where companies can run their user research studies. The tool’s interface is simple to use, and it includes several features that make the process of running a survey easy.
Nick's Take
I think Pixis Insights provides excellent insights into the user interface and user experience. This tool helps companies eliminate the guesswork in user research and get direct feedback from targeted users.
Features
- It allows companies to create surveys and polls for their users. It helps in creating customized questions with options for free text answers.
- The tool is integrated with Google Analytics, which allows companies to track their user research activities and get insights into what users are doing on their websites or applications.
HappyOrNot is a website that helps companies improve their operational performance by providing real-time feedback. HappyOrNot provides a 360-degree view of customer sentiment, assisting companies in making better decisions. The website offers a variety of features, such as the ability to compare products and read reviews from other users.
Nick's Take
I think this is another excellent product since they provide instant and actionable customer feedback is essential for boosting revenue. This is a great platform to collect input quickly and efficiently to improve customer satisfaction.
Features
- Real-Time Feedback: HappyOrNot’s real-time feedback option allows customers to provide their opinions on various topics and products, such as customer service, wait times, and product quality. The feedback is compiled in a single score, called the Net Promoter Score (NPS), and can be viewed on a 1-to-10 scale.
- Customer Reviews: The review section of HappyOrNot allows customers to write reviews on products, services, and brands. The site also provides various tools to enable users to see what others have said about their experiences.
- Customer Survey: Customers can fill out surveys on HappyOrNot, which are then compiled into a single score based on their answers to questions regarding customer service and overall satisfaction.
- Market Research: The market research provided by HappyOrNot is based on the NPS method, which asks customers how likely they are to refer a company or product to others on a scale of 1 to 10.
- Social Media Monitoring: HappyOrNot provides social media monitoring and analytics, allowing companies to monitor their customer’s social media activity and respond accordingly.
Pricing
The pricing plan for HappyOrNot is $6 per month for unlimited users. You will have to pay $19.99 per month to unlock more features.
SurveyMonkey
SurveyMonkey is a software platform that helps you design and create surveys for your target audience. You can use SurveyMonkey to collect feedback data, analyze it, and act on it. SurveyMonkey is designed to reach customers when they are receptive.
The SurveyMonkey interface can be customized, but there are limitations to the customization abilities. If customization is a concern, some alternatives to SurveyMonkey may be more appealing.
Nick's Take
I think SurveyMonkey is an excellent platform for conducting online surveys. SurveyMonkey offers great question bank and security features. SurveyMonkey helps you identify areas for improvement and drives you to achieve better results.
Features
- A question bank with over 1000 questions in 25+ languages is suitable for various industries.
- Security features to prevent sharing of survey links and protect data.
- The A/B testing feature allows users to test different versions of the same survey with a single click.
- Customization of the survey template, which gives users the ability to change fonts and colors.
- A free version allows one-time surveys with no time limit and up to 10 questions.
- A paid version gives access to more features, such as unlimited surveys and responses, advanced analysis tools, real-time reporting, and alerts.
Intercom is a customer experience software platform that helps businesses acquire, engage, and support customers. Intercom’s bot-based algorithm helps target emails and messages to specific customers. Intercom’s help desk is integrated into the app and offers support to customers through push and in-app messages.
Nick's Take
I think the Intercom uses Engagement OS as a customer communications platform that unifies the entire customer journey. The platform is designed to build long-term customer relationships.
Features
- Intercom’s help desk is integrated into the app and offers support to customers through push and in-app messages.
- Use outbound messages to encourage customers to take action and convert visitors into loyal customers.
- The Intercom Messenger is fully customizable and can be used to communicate with customers in context.
- The Resolution Bot can automatically answer customer questions and resolve issues for your team.
- Integrate external data with Intercom to automate customer service.
Pricing
Intercom offers a free plan with limited features. The paid plan starts at $8 per month for up to 500 users, and there is also a 30% off discount available on Intercom for the free plan.
Freshdesk
Freshdesk is an omnichannel customer experience software that helps businesses automate their support operations. It is powerful and simple, allowing companies to focus on delivering an excellent customer service experience. Freshdesk will enable firms to set up bots and build knowledge base widgets to help customers or agents find their required answers quickly. The software is easy to use and tracks team performance, assisting businesses in customizing reports and dashboards to measure customer satisfaction.
Nick's Take
I think Freshdesk is an excellent customer experience software that helps you customize reports and dashboards to measure customer satisfaction. They make it easy to have context-based conversations with customers on chat, the web, social media, phone, and email.
Features
- Track customer satisfaction with surveys and heat maps.
- Build knowledge base widgets for self-service.
- Manage multiple support channels.
- Analyze customer service metrics.
- Create and assign tasks to agents (assign tickets).
- Share files with customers.
- Build a knowledge base for FAQs and ar