10 Supreme Customer Experience Management Software 

Customer Experience Management Software

Customer experience (or CX) refers to the impression your customers get throughout their buying journeys. Having a good impression on customers highly impacts your business to win your customer’s trust, while a bad impression repels them, and they run to your competitors in no time. According to recent customer experience statistics, businesses that deliver better customer experiences obtain revenues between 4% and 8% above their market. Besides, 65% of customers say a positive experience with a brand is more influential than great advertising. 

So as a business owner, you should invest in improving customer experience, but how do you know what to improve and how to do it? In this article, we’ll discuss 10 supreme customer experience management software that enables you to identify user problems and optimize the customer experience hands down. 

Note: In a world where only 4% of potential customers really trust advertising, WatchThemLive gives you neat insights to make improvements in your customers’ journeys. Sign up to see with your own eyes. 

What Is Customer Experience Management? 

Customer experience management, also called CEM or CXM, encompasses the processes used to continually improve every interaction between a customer and a company, intending to foster customer loyalty and retention. 

Today, the benefits of customer experience are proven to everyone. To provide a good customer experience, companies must establish a successful customer experience strategy by following four critical steps: 

1. Understand the customers’ needs and behaviors, and segment customers into groups for tailored marketing.

2. Create a customer journey map to anticipate the customers’ next moves in touchpoints with your company through phone calls, live chat, social media, text messaging, and other mediums.

3. Develop an emotional connection by honing the brand in a way that will foster a lasting relationship between the customer and the company. 

4. Capture customers’ feedback to both measure satisfaction levels and address issues to improve customer experience for future success.

What Is Customer Experience Software?

Customer experience software is a tool that helps businesses track and manage customer interactions. By tracking these interactions, businesses can identify areas where they need to improve their customer service. Customer experience software can also help businesses create a more personalized customer experience by providing them with data about their customer’s preferences and interests. By using customer experience software, businesses can improve their overall customer service and create a more positive customer experience.

Supreme Customer Experience Management Software

In this part, we introduce ten customer experience management software to help you choose the best one and make the research process easier for you.  

1. WatchThemLive

WatchThemLive as a top behavior analytics tool

WatchThemLive is one of the best customer experience management software that allows you to collect behavioral data to see exactly what people are doing on your website to improve their customer experience. It does a great job helping you discover what stops users from engaging and what keeps their attention by providing useful features such as session replays and heatmaps. 

Session Recording 

Session recording enables you to monitor and analyze the whole customer’s journey and discover their behavioral patterns to optimize the path to purchase on your website. The most interesting thing about WatchThemLive is you can use filters to filter the recordings by name or email to see your VIP customers’ journeys. You can also find out what made them complete their purchase decision to identify barriers to conversion and reduce abandonment. 

WatchThemLive Session recording

Heatmaps

Using heatmaps is a powerful way of data visualization that enables you to identify distractions and attention points on your website. You can use WatchThemLive’s heatmaps for specific pages to see users’ interaction with your website’s elements and avoid any unnecessary overdoing or other problems on their journeys.

WatchThemLive Heatmaps

Conversion and Goal Tracking

A goal is something you want to track over a period of time to monitor whether everything is going according to schedule or not. WatchThemLive allows you to clarify ideas and set your conversion goal, then map the user’s journey with features like session replay to ensure everything works efficiently. You can also track your marketing success to see how many visitors completed your desired action or set goals for customer experience improvements. 

Interested? Don’t miss the boat and sign up

2. Freshdesk 

Freshdesk

Freshdesk is an omnichannel customer experience software providing help desk support to help you deliver great customer support. It offers email ticketing, live chat, and phone support for customers and converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Free email support and integration with automatic ticket creation enable you to help customers’ issues and complaints in a smart way. 

Freshdesk’s features:

  • Reporting and analytics
  • Collaboration with team members
  • Automation
  • Help widget

Freshdesk’s support desk and omnichannel pricing:

  • Free plan: ✅
  • Growth: 15 Euro/ month billed annually 
  • Pro: 49 Euro/ month billed annually
  • Enterprise: 79 Euro/ month billed annually
  • Growth Omnichannel: 29 Euro/ month billed annually
  • Pro Omnichannel: 59 Euro/ month billed annually
  • Enterprise Omnichannel: 99 Euro/ month billed annually

3. Contentsquare

Contentsquare

Contentsquare provides you with heatmaps and visitors’ session recordings to help you analyze and understand customers’ behaviors. You can check how people move around and navigate your website and digital channels and what they click on. It is integrated with Google Analytics (GA). So besides using GA segmentation, you can use ClickTale integration to monitor their behavior patterns.

Contentsquare’s features: 

  • Customer journey analysis
  • Heatmaps
  • Session replay
  • Struggle analysis

Contentsquare’s pricing is a quote-based plan, so you need to quote for their pricing details. 

4. ResponseTek

ResponseTek

With ResponseTek, you can integrate customer experience data and reporting to create targeted messages and promotions from customers’ feedback. This listening platform allows you to capture the voice of customers at scale with five core modules: listen, learn, act, engage, and manage. So you can understand their purchase behaviors and respond to them in personalized and in-context format.

ResponseTek’s features:

  • Survey management
  • Analytics
  • Action management
  • Trend analysis
  • Feedback management 

Their pricing package is not available on their website, but you can book a demo or try their 30-day free trial. 

5. Medallia 

Medalllia

Medallia Experience Cloud is a SaaS platform that lets you collect customer feedback across multiple channels and touchpoints, analyze their current experience with the service you are providing, and react to it in real-time. It allows you to create new surveys and manage touchpoints to receive NPS scores and analytics. Moreover, you can use its closed loop service to follow up with customers and close the loop with every interaction. 

Medallia’s features:

  • Customer surveys
  • Feedback management
  • Data analysis tools
  • Goal tracking
  • Complaint monitoring 
  • Real-time data

Medallia’s pricing package is not available on their website. 

6. Verified Reviews

Verified reviews

This is a review-gathering tool that assists you in measuring customer satisfaction in real-time and optimizing customer experience through product and website reviews. Verified Reviews can integrate with Facebook, so you can share product and service quality to a wider audience. 

Verified Review’s features:

  • Rating and reviews
  • Video creator platform
  • Reputation builders
  • Response management  

Verified Reviews’s standard plan starts from $159 per month. 

7. Qualtrics 

Qualtrics

Qualtrics is a digital customer experience management software designed to monitor and analyze customers’ touchpoints across the organization, create NPS and conduct transactional and pulse surveys to gather data that you will use for mapping dashboards and making decisions in real-time. 

Qualtrics’ features:

  • Social listening 
  • Closed-loop follow up
  • Survey Software 
  • Voice of customer program
  • Statistical analysis 
  • Account management 

Qualtrics’ pricing plans:

  • Free Trial: ✔️
  • Quoted-based plan: Contact them for more information.

8. Salesmate 

Salesmate

Salesmate is a web-based integrated CRM solution that offers messenger functionality and lets you communicate with customers via emails, chat, and text messages. It also gives you sales reports that help you measure the entire sales funnel from lead to closure and improve your sales performance. 

Salesmate’s features:

  • Sales activity tracking 
  • Text messaging 
  • Email tracking
  • Optimizing sale goals and sales reports 
  • Goal tracking 

Salesmate’s plans and pricing:

  • Starter: $15 per month
  • Growth: $30 per month
  • Boost: $50 per month
  • Enterprise: Contact them for more information. 

9. Yotpo

Yotpo

This Platform helps you generate authentic reviews and compelling content. It enables you to engage your customers, receive their feedback, and turn every purchase into a review. Yotpo’s visual marketing platform allows you to showcase your customers’ photos, videos, and reviews on Instagram and Facebook. 

Yotpo’s features:

  • SMSBump
  • Reviews
  • Visual marketing platform
  • Loyalty and referrals
  • Subscriptions 

Yotpo’s plans and pricing:

  • Free plan: ✔️
  • Growth: $19 per month
  • Prime: $59 per  month
  • Premium: Request a demo
  • Enterprise: Request a demo

10. SoGoCX

SoGoCX

SoGoCX is the last customer experience management software I want to mention. It will assist you in mapping your customers’ journeys and gathering information at every touchpoint to work on problematic areas. You can collect their feedback through social media, surveys, phone calls, and feedback forms. You are also able to use its closed-loop ticketing system and follow up with customers to address their issues. 

SoGoCX’s features:

  • Statistical analysis
  • Anonymous feedback collection
  • Report distribution
  • Test and review programs
  • Branding and design control

SoGoCX’s pricing package is not available on their website. 

Conclusion 

Although every marketer tries their best providing a superior customer experience, you can’t do it without any consideration for a customer experience management software. In this article, we discuss the top ten customer experience management software to make the research process easier for you. The last thing I want to mention is don’t forget to register on WatchThemLive and try session reply and heatmaps tools. I bet you will never regret it. 

Azadeh
Azadeh
Azadeh is a content writer at WatchThemLive. She has a passion for writing and graphic design. She believes writing can disclose one’s imaginative power to share thoughts with others. Also, she enjoys exploring new ideas and looking for new challenges to take on.
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