12 Best Customer Experience Management Software In 2023

In today's competitive business landscape, providing exceptional customer experiences has become a key differentiator for companies looking to stand out from the crowd. With the rise of digital channels, it's becoming increasingly important for businesses to leverage technology to manage and improve customer experiences. That's where Customer Experience Management (CEM) software comes in.

Customer experience management refers to collecting, organizing, and tracking customer feedback (both negative and positive). It is necessary to ensure your customer gets a smooth and flawless experience while using your service. Customer experience management software does this job. Different approaches are adopted depending on the type of customer.

The software that provides tools to handle CEM strategies. By leveraging the data extracted from other software (such as ERP and CRM), CEMS helps paint an overall picture of customers' purchasing patterns, preferences, feedback, etc.

In this blog, we'll take a closer look at some of the best CEM software solutions on the market. We'll explore their features, benefits, and pricing, to help you make an informed decision about which one is right for your business. So, lets dive in to discover the best CEM software to help you deliver exceptional customer experiences.

Why Should You Use Customer Experience Management Tools?

Before researching top customer experience management platforms, you should know about the use cases of CEM tools and when to use them.

Assigning Teams or Divisions Focusing on Customer Retention

Allocating resources to perform any task is both time and effort-consuming. So deriving conclusions from customers’ previous experiences helps in achieving the objective of customer retention. CEMS can fulfil this requirement and assist in forming the right team.

Marketing

It’s possible to expand influence on social media platforms using management software.

Word of Mouth Publicity

Seen as one of the oldest publicity mechanisms, satisfied customers can create a ripple effect by encouraging others to use your business’s product or service. One happy user refers you to the other, and the chain continues. CRMS can help you get that satisfied customer.

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Popular Customer Experience Management Tools

1. Freshdesk
2. Khoros
3. Totango
4. Appcues
5. Yotpo
6. WalkMe
7. Zoho CRM Plus
8. Ask Nicely NPS Software
9. Userfeel
10. Bitrix24
11. Zendesk
12. Genesys PureCloud

Freshdesk

Freshdesk is a cloud-based help desk software that provides businesses with a range of tools and solutions to manage customer support inquiries and improve the overall customer experience.

It helps in Customer Experience Management by providing businesses with a cloud-based help desk software that streamlines customer support operations and improves the overall customer experience. With features such as ticket management, collaboration tools, automation, and advanced reporting and analytics, Freshdesk enables businesses to efficiently manage customer inquiries, resolve issues in a timely manner, and track key metrics related to their customer support operations. This helps businesses to identify areas for improvement and make data-driven decisions to improve the overall customer experience, ultimately leading to increased customer satisfaction and loyalty.

Pricing

Khoros

Khoros (previously Lithium) is a customer engagement platform that provides a range of tools and solutions to help businesses manage their online communities, social media accounts, and customer interactions. The platform is designed to help businesses create more meaningful and personalized customer experiences across a variety of channels, including social media, messaging, and online communities.

It is a solution meant to manage customer interaction via social media while broadening one’s online presence at the same time. A prominent feature of the software is the option to create virtual communities. Apart from this, there are several response/listening solutions, and the users can easily promote their products and services with the help of brand influencers.

Pricing

Not provided by vendor. Please contact Khoros directly for pricing information.

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Totango

Totango is a customer success platform that helps businesses optimize their customer journeys and improve customer retention. The platform uses data and analytics to help businesses understand their customers' behavior and preferences, and provides insights to help businesses deliver personalized and relevant customer experiences.

The platform, now also available as enterprise-grade software, permits the generation of reports and views from customer data. Some of the parameters used by the software are account management information, product usage statistics, and business context. All of this helps in sending targeted messages to the customers. A notification system named ‘Intercom’ allows the user to get the client status through real-time data. The creation of custom segments can assist in coming up with marketing campaigns and monitoring their performance at the same time.

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Appcues

Appcues is a user engagement platform that helps businesses create and deliver personalized in-app experiences. The platform is designed to help businesses improve user retention, increase customer engagement, and drive conversions by delivering relevant and personalized experiences to their users.

A point-and-click editor makes the software popular in the CEM segment. Any user not familiar with the process of ‘onboarding’ can formulate product introductions and welcome messages with minimal effort. The software provides the ability to make ‘product tours’ that bridge the interaction between businesses and prospective buyers using language and name as parameters. The software user has complete control over the product tour. If onboarding is not your cup of tea, use Appcues to break this notion!

In addition, Appcues provides a range of integrations with popular CRM and marketing automation tools, such as Salesforce and HubSpot, to help businesses streamline their user engagement efforts and improve efficiency.

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Yotpo

A content marketing platform developed as a plug-and-play social review app, Yotpo is meant for customer retention and generating new market segments with ease. It helps businesses generate and leverage customer reviews and other user-generated content (UGC) to drive growth and improve customer experiences. The capability of keeping track of each customer who inquires about a good or service or accesses the database is of great use. It aids in usage pattern generation to develop marketing campaigns. Software users can also produce product reviews that assist in sales generation. The application of USP is the capability of capturing user-generated content on Instagram, which helps in user conversion.

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WalkMe

A customer engagement platform that makes navigating across websites and new software simple, WalkMe is a cloud-based solution rich with features. It includes notification bars and pop-up balloons. First-time visitors to your website can know which actions to prioritize while navigating through this CEM solution. The ‘Shoutouts’ feature of WalkMe notifies visitors about important messages, which helps to promote services and changes.

The platform is designed to help businesses create interactive and engaging experiences that guide users through complex workflows and processes, driving user satisfaction and business outcomes.

Pricing

They offer custom pricing plans. Please contact WalkMe for pricing details.

Zoho CRM Plus

Zoho CRM Plus is a customer relationship management (CRM) software suite that provides businesses with a range of tools to manage their customer interactions and improve their overall customer experience. The platform is designed to help businesses streamline their sales, marketing, and customer service processes, and to provide a seamless, personalized experience for their customers across all touchpoints.

It allows you to teach people on the phone, via live chat, email, social media, and even in person to help businesses provide personalized and responsive support to their customers. Also, there is visitor tracking and email - analytics, which you can use to see what your customer is watching. It can help you to close the deal with them.

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Ask Nicely NPS Software

Ask Nicely is a Net Promoter Score (NPS) software platform designed to help businesses measure and improve their customer satisfaction levels. The platform provides businesses with a range of tools to gather customer feedback, analyze the results, and take action to improve their overall customer experience.

It gives you real-time customer feedback based on their experience and purchase. It automatically mails a set of a questionnaire consisting of two questions that the customers can answer quickly. It will help you to understand customer feedback, unsatisfied customers and their problems, online reviews, etc.

Pricing

They offer custom pricing plans. Please contact Ask Nicely for pricing details.

Userfeel

Userfeel is a user testing platform designed to help businesses improve their website and app user experience. The platform allows businesses to gather feedback from real users through video and audio recordings, as well as written feedback.

Consisting of more than 150,000 qualified testers in 40 speaking languages, it is an easy app to test the usability of the websites and apps.

The app gives a great feature which is videos of actual customers expressing their thoughts about your company, from which you can access a lot of feedback.

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Bitrix24

Bitrix24 is a customer relationship management (CRM) and project management platform designed to help businesses manage their customer interactions, projects, and workflows. The platform includes a range of tools for communication, collaboration, and automation, making it a popular choice for small and medium-sized businesses.

It is used by 10 million businesses worldwide, it is one of the best apps for free customer experience and customer relationship management platforms.

It is another customer experience management platform that provides unlimited leads, deals, contacts, companies, quotes, invoices, and appointment scheduling. It also comes with email marketing and telephony. It is available in 18 different languages.

Pricing

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Zendesk

Zendesk is a cloud-based customer service software company that provides a variety of tools and solutions for businesses to manage and improve their customer support operations. Zendesk helps in Customer Experience Management by providing businesses with tools and solutions to improve their customer support operations. It offers multichannel support, efficient ticket management, automation, analytics, and CRM capabilities to ensure that businesses can provide a seamless and effective customer experience. This, in turn, helps businesses to increase customer satisfaction and loyalty, and ultimately drive business growth.

It is used by small dorm rooms to established companies, Zendesk has a name. It builds a help desk, call centre, and live chat software for better customer relationships. It has customers in 160 countries and territories.

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Genesys PureCloud

Genesys PureCloud is a cloud-based contact center and customer experience solution. It is designed to help businesses of all sizes to manage customer interactions across multiple channels, including voice, email, chat, and social media.

Progressive IT and contact base operations that prefer rapid delivery use Genesys PureCloud. It is an in-one cloud contact centre solution. It provides 24/7 online support. It helps to manage and understand a smooth customer journey through all communication, voice, chat, email and text messages, and more.

The boom in CEM or CMX means more options to choose from. Even though the company's motto is still "connecting people, process, and technology," the variety of customer management tools suggests that there is something for every business needs!

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Conclusion

Statista predicts customer relationship management software will generate $69.13 billion in revenue in 2022. By 2027, the market volume will reach $120.30 billion, representing an annual growth rate of 11.72% (CAGR 2022-2027).

There are many Customer Experience Management (CEM) software solutions available in the market today, each with its own set of features and capabilities. When selecting the best CEM software for your business, it's important to consider your specific needs and requirements, as well as your budget. The suitable CEM software for your business will improve your and your customers' relationship. It ensures your customer gets a smooth and flawless experience while using your service. Customer satisfaction and retention are crucial for business growth.

FAQs

What is Customer Experience Management?

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

What is the difference between CRM and CEM?

While CEM is about creating the best customer experience, CRM is about managing relationships while focusing on maximizing revenues. CRM is a tool geared to manage and analyze customer information, while CEM is a tool geared to enable and enhance customer interactions.

Why is CEM important?

CEM is important because it blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer-centricity.

Which is the best customer experience management software?

Zoho CRM, Zendesk, WalkMe, Yotpo, and Totango are some of the best customer experience management software.