Best customer experience software

What is customer experience management software?

A customer experience management platform offers a 360-degree view of your customers, unifying customer data across the sales and support functions. This allows you to analyze customer profiles, monitor customer feedback, and optimize your customer journey, improving your customer lifecycle value. It helps build a unified ecosystem to manage customer expectations and promotes the flow of information, providing enough context to deliver a seamless, personalized customer experience.

Why do you need customer experience management software?

Mapped to relevant customer data, a robust customer experience management (CXM) platform helps you paint a clear picture of customer behavior. Customer experience management software allows brands to offer personalized experiences across multiple touchpoints of the customer journey. It helps you achieve this by analyzing available customer data to:

• Create visual dashboards to understand customer behavior

• Perform sentiment analysis to improve customer satisfaction

• Enhance user experience to reduce customer attrition

For example, Freshdesk customer experience management software solutions intelligently optimize for agent effectiveness while being mindful of workloads to help them prioritize. You can even define thresholds for agents on each channel to ensure your team is never overwhelmed by customer interactions.

The top 5 customer experience software

Leading businesses are switching from a range of clunky legacy software to cloud-based customer experiences software like Freshdesk, to stay flexible and agile. Let’s dive deeper into the capabilities of these best five customer experience management software solutions.

1. Freshdesk

Freshdesk is a comprehensive customer service software that lets you resolve customer issues quickly and accuratelyfast. Delight customers with easy email experiences and self-service across portals and the web, all powered by a robust knowledge base. Intelligently route tickets and collaborate seamlessly with team members to ensure quick and accurate resolutions. Freshworks’ powerful AI, Freddy AI powers collaboration tools that can improve cross-functional workflows, helping agents get more done, and customers get exceptional service every time.

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Key features:

In today’s digital age, exceptional customer service is no longer a luxury, it’s a bare necessity. But what do you do when you’re dealing with a deluge of tickets? Here’s where Freshdesk steps in:

• Advanced ticketing: Manage, prioritize, and resolve tickets at scale with a unified workspace that helps agents move quickly, focus on the right issues, and deliver personalized support

• Self-Service: Equip customers with a searchable knowledge base optimized for SEO and available across all portals, empowering them to find solutions independently and reducing repetitive support requests. 

• AI-powered platform for faster resolutions: Leverage Freddy AI to elevate customer service: Freddy enables agents by summarizing tickets, refining communication tone, drafting efficient responses, and even generating solution articles, thereby reducing resolution time.

• Collaboration made simple: Foster seamless communication and collaboration with built-in collaborative tools, including shared ownership, threaded conversations, and easy knowledge base management. 

• Intelligent ticket routing: Ticket workflow automation helps automatically assign tickets to agents and groups based on past history (auto-triage), keywords, ticket requester, skill-based, time-triggered, intelligent ticket assignment, ticket properties-based, or round robin

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Advantages

Freshdesk equips you to conquer customer service challenges. Freshdesk helps streamline customer support with self-service options, AI-powered suggestions, and automated workflows that significantly boost efficiency. According to the Freshdesk Customer Service Benchmark Report 2023, automation enables reduction of the first response time by 31 mins and first response SLA compliance by 1.8 percentage points. The advantages range from enabling customers to solve repetitive issues themselves, empowering agents to focus on critical tasks with an arsenal of generative AI-powered tools through Freddy AI, to powering collaboration tools that can improve cross-functional workflows. 

Pricing

Pricing starts from: $0

Free trial period: 14 days

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Why do customers rave about Freshdesk?

Freshdesk offers a modern and intuitive user-friendly customer service interface that makes it easier for agents to navigate and manage tickets. Freshdesk cuts resolution times by up to 97%, just like Bridgestone who saved 35 hours a month!

“We adopted Freshdesk because it is a highly adaptable solution with a lot of metrics that allows us to track and follow up on our customers and agents efficiently.”

Christophe Tomborski, Back Office Manager, Bridgestone

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2. Freshdesk Omni

Freshdesk Omni is an all-in-one customer service solution software with built-in customer experience management functionality. This helps small businesses and large enterprises deploy scalable solutions, build powerful workflows, collaborate with global teams, and support customers across multiple communication channels.

In addition to the essential features you look for in customer experience management software, here’s what Freshdesk Omni CEM software has to offer.

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Key Features:

Freshdesk Omni customer experience management software provides a true omnichannel solution, with an in-built chat and ticketing system and a unified dashboard powered by AI and automation. With Freshdesk Omni, you can empower your support team to resolve issues at the earliest opportunity and facilitate a seamless global support operation.

With Freshdesk Omni’s mobile app for iOS and Android, your support agents can answer customer tickets on the go. What’s more? Freshdesk Omni also offers 24x7 email support and 24x5 chat support your plans. You can reach out for assistance with any issue, and someone from our support team will be with you right away.

Perfect for:

With customizable reports Freshdesk Omni, you can identify bottlenecks and create opportunities for process optimization. Real-time reporting and customer insights allow the support teams to connect on a personal level with their audience and empathize with their needs.

Analytical reports generated by the customer experience management software help organizations gauge customer sentiment and gather metrics like customer satisfaction score (CSAT). Your agents can then leverage these trends to turn customer feedback into actionable insights and attend to frustrated customers while sustaining an emotional connection. This makes them more likely to win customer approval and foster customer engagement.

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Pricing:

Freshdesk Omni is a cloud-based omnichannel customer experience management software designed to empower your business and meet customer needs. Our affordable CXM software provides various pricing offers to help you deliver a great customer experience personalized for different industries and businesses of all sizes.

Customers will likely reach out to brands using different communication channels like email, in-app messaging, telephone, or social media. No matter which channels your customers choose to connect with you, Freshdesk Omni enables integrations with more than 1000 apps, allowing your agents to access customer data and provide seamless experiences.

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Why do people like Freshdesk Omni?

Before your customers interact with your brand support team, they search your knowledge base. Customer experience management software helps you identify and categorize recurring customer concerns so they can be addressed and updated on self-service portals. This avoids duplication of efforts by agents.

With Freshdesk Omni, you can offer multilingual self-service through a branded knowledge base using web widget, chat, messaging, bots, and email. How about designing AI-enabled chatbots to guide customers through the next steps on their customer journey? Freshdesk Omni bots don’t require coding and can understand customer intent so they can deliver precise answers to their questions, instead of a redirect to FAQs or live agent assistance. 

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3. HubSpot

HubSpot is a connected customer experience management software platform facilitating integrations between your employees, customers, and other stakeholders. With HubSpot, you can connect your customer service with content management, sales, and marketing effortlessly.

Key features

HubSpot offers a package of integrated customer experience management software to assist with:

• Marketing automation

• Customer service

• Content management

• Sales

• Customer relationship management

• Operations

• B2B commerce

Pros and cons of HubSpot

HubSpot is an all-in-one customer experience management software solution providing everything you need in one place. It includes CRM software for your marketing and sales teams, customer service tools, social media, and marketing campaign management, email marketing, and inbound marketing automation. You can even use it to build your website or as a CMS for content marketing.

One downside to HubSpot is the price – it can quickly become expensive, which means it may not be suitable for small businesses. Contracts are annual, which means you are tied to paying for the software for a year even if you decide it isn’t right for you. Additional technical support incurs additional costs, and the onboarding process can also be cost-prohibitive.

4. ProProfs Help Desk

ProProfs Help Desk is a customer experience support tool for businesses of any shape and size. Customer support teams can use ProProfs Help Desk to resolve issues related to customer care and keep track of user requests.

Key features

Key features of ProProfs Help Desk include:

• Ticket management

• Team management and communication

• Multi-channel support via a single dashboard

• An automated help desk for 24x7 customer support

• Customization and personalized branding

• Tracking, reporting, and analytics tools

• Seamless integration with Live Chat, Salesforce, MS Dynamics and other tools

Pros and cons of ProProfs Help Desk

ProProfs Help Desk is reasonably affordable at $15 per user, with free trials and free versions available. This customer experience management software is highly rated for ease of use and the customer support experience. Additionally, the software is highly scalable so it can be suited to small businesses and start-ups.

On the flip side, ProProfs may not be the right tool for larger companies. Some aspects of automation are limited, and there is no mobile app for agents to resolve tickets on the go. Skill-based routing is also limited, making it tricky to ensure tickets are assigned to the most appropriate agent.

5. ZenDesk

Zendesk is a complete solution for customer experience management, helping thousands of businesses to improve their customer service. The flexible open platform is fully customizable and simple to set up and use.

Key features

Key features of Zendesk include:

• Ticketing system

• Help desk

• Analytics

• Self-service portal

• IT service desk

• Intuitive cloud-based software

• Time-saving tools

• Real-time tracking and reporting

• Multilingual for localized support content in over 40 languages

Pros and cons of ZenDesk

ZenDesk is suitable for a wide range of businesses of all shapes and sizes, with a scalable and fully customizable customer experience management software package. It’s relatively simple to set up and use, and mobile support is available. Linked accounts can support multiple brands, and the software is available in over 40 languages for localized support anywhere in the world.

However, collaboration between coworkers can be difficult with ZenDesk, and the onboarding process can be time-consuming. Smaller businesses may find that there are more affordable customer experience management software solutions available that will better suit the needs of a growing business.

Genesys

Genesys provides a combination of customer experience management software and call center solutions for global, mid-size, and small businesses. Delivers personalized experiences driven by AI, with customer experience management solutions to fit each organization.

Key features

There are several key features that benefit Genesys clients, including:

• Personalized shopping experiences for each customer with a connected journey

• Complex customer experience management software including an enterprise contact center

• Seamless banking engagement across multiple channels

• Digital government

• Small business solutions to deliver big customer experiences

Pros and cons of Genesys

Genesys is a good option for smaller businesses and start-ups and can be scaled up to 250 seats. It can be integrated with various out-of-box CRM platforms and is easily accessible in the cloud. The solution configuration is intuitive and visual, and telecommunication systems are bundled in. There is a free trial period to allow new users to experiment with the software before buying, although continuing costs are relatively high compared to some other customer experience software packages.

However, Segmentation inside a license is limited with Genesys, and there are limited options for customization. Historical reporting is also limited.

How does experience management work?

Experience management works to help you track and measure every interaction between people within your organization, from customers and employees to suppliers, vendors, and other stakeholders. Analyzing this data allows you to improve these interactions and identify areas where changes need to be made.

What are the benefits of a customer experience management platform?

Before we map your business requirements, let's explore the benefits of customer experience management software:

Personalize the customer experience

A CXM platform allows you and your stakeholders to have a 360-degree view of your customer data, helping you create personalized experiences for your customers. You can leverage the unified view of conversations to deliver a consistent and seamless experience across multiple channels.

You can even leverage insights to promote your presence on channels your customers prefer. The customer-centric SaaS platform also allows you to customize your knowledge base portal to reflect your brand identity and ensure that the customer support offered is an extension of your brand.

Maintain consistent communication

The built-in unified dashboard on your CXM software package allows you to streamline all your customer interactions, your team’s performance across channels, and corresponding data insights on a single interface.

You should be able to access past interactions with any customer on any channel from a single, unified customer database for more context. This makes it easier for you to ensure seamless communication with your customers.

Increase customer satisfaction

Personalize experiences across customer touchpoints using the data analytics functionality of the CXM software. A good CEM software should enable you to:

• Extend support to your team with customer insights

• Leverage the content management system to build self-service portals

• Empower customers to find answers through FAQ Pages and community

• Run on autopilot with automation functionality

• Enable live chat support or implement a chatbot

Invest in an omnichannel customer service software like Freshdesk to boost your Customer Satisfaction (CSAT) score automatically.

Optimize internal processes

If your business has just invested in a new customer experience management tool, take time to understand your new platform so you can make the most of it. A CEM software prevents multiple support agents from working on the same issue.

The in-built AI and workflow automation equip you to process and analyze customer transactions and make them visible across your global teams. Since each insight is viewable by your stakeholders across your organization, this allows you to optimize internal processes strategically.

Now that you’re well versed with how customer experience management software can help you improve customer experience, read on to learn how to choose the right CXM platform for your business.

How to choose the right customer experience platform?

You need to identify your business and customer needs to determine the right customer experience software. If you fall under the direct-to-consumer (D2C) category, your customers are likely to prefer fast, high-touch, personalized service experiences. However, a business-to-business (B2B) organization is expected to offer a fuss-free and seamless customer journey.

We have compiled the different parameters for you to choose the right CXM software:

Customer segmentation

A CXM software gathers customer data, helping brands to segment their audience into different customer profiles. Customer Segments classify users based on their support needs so you can facilitate journey mapping and offer personalized services.

Customer segmentation in Freshdesk Omni can empower your business to integrate customer insights and ensure a seamless customer experience. You may categorize your customers based on their subscription plan, region/location, or the type of customers they are (SMB/ enterprise), their industry, nature of the relationship with your brand (existing customer/new), etc.

CX dashboards

A good customer experience management platform can help you monitor customer queries and identify the limitations of your customer support team. The CXM platform that offers the customer experience dashboard will enable you to identify the set of metrics important to your business.

Freshdesk Omni experience dashboards are live and customizable. They’re an integral part of the well-oiled CXM tool that can give your stakeholders concise snapshots of team workload, customer expectations that need attention, the impact created by the brand, and a lot more! Top it off with the Agent and Group Performance report, and you have nothing less than a range of productivity hacks.

Feedback management

A CXM software helps create and distribute surveys, helping brands gather customer feedback across channels like mobile app messages, brand website, email, SMS, or social media posts. Customer feedback can help you decrease the cost of customer retention. As companies continue to actively engage in VOC (voice of customer) programs, they spend 25% less on customer retention than those that don’t.

Once customer feedback has been shared, the next step is to extend proactive support through your Freshdesk Omni Customer Experience Management platform. It doesn’t matter if the survey feedback is negative or positive. A CXM software allows support agents to interact with the customer directly, help them with any underlying product-related issues or share additional resources for their benefit. Closing the customer feedback loop empowers businesses to make customer experiences more effortless and intuitive.

Flexible pricing

But how do you invest in the right-priced CX platform? Remember, higher prices do not always guarantee more features in your CXM software. Don't forget to do your share of market research- compare features, read reviews and evaluate the pricing models before investing.

If you’re getting started and are looking for the right customer experience management software, look no further. We have researched to get you the top 5 CXM software to choose from.