Best Customer Experience Management Software in 2020
Finding the best Customer Experience Management Software for your business is now faster and easier! Compare prices, reviews, features, and get free consultation to find the perfect software.
Customers are at the epicenter of every organization. Every business formulates several strategies and implements various plans to attract the customers and to create loyalty as that keeps the business thriving. It is effective customer experience management that facilitates the businesses to remain in the game. Customer Experience Management (CEM or CXM) in general refers to various processes that companies follow in order to track, monitor, manage and organize the interaction between them and their customers. CXM is a continuous process that goes throughout the customer lifecycle. Its objective is to optimize the interactions between the company and the customers at various touch points as well as to promote customer loyalty. This is achieved effortlessly by exploiting cutting-edge customer experience solutions like customer experience software.
A customer experience management software is a robust tool that empowers businesses to effectively carry out customer experience management. Customer experience management platform comes bundled with features that allow the businesses to collect as well as consolidate customers data and to create stellar strategies that attract potential customers and creates loyalty amongst the existing customers. It aims at delivering the right content and services to the customers based on their preferences so as to offer a fulfilling experience to them. The customer experience software collects feedback from customer interactions, analyses customer trends, identifies customer issues, and gives insights into the customer’s data. Furthermore, cx software helps in creating effective strategies and assists in monitoring, responding as well as improving interactions throughout the customer lifecycle. In this way, the CXM software aids the organizations to enhance customer journey and foster loyalty which benefits the business in the long run.
Customer experience software is a boon for the businesses as it helps in managing the experiences of the customer which in turn elevates the business. Whether you are running a startup, medium enterprise or a big company, there are several reasons that accentuate the significance of investing in customer experience management software. Some of the prime reasons to invest in customer experience software are listed below:
1. Effectively using customer feedbacks
Almost all organizations are in a habit of collecting feedback from the customers. However, only a few of them utilize this feedback to improve its services. On the other hand, a customer experience management platform comes handy in using the feedback properly. Firstly, it collects as well as stores the feedback effectively thereby reducing the hassles of paper surveys. A cem software allows businesses to leverage the power of customer feedback. Since the cx management software directly collects feedback from the customers, it reduces your efforts and improves the response rate of the survey as customers find it convenient to give a paperless survey. Furthermore, customer experience system allows the business to improve their services and to create stellar strategies by using the survey data.
2. Derive customer insights regularly
A customer experience management software is loaded with chunks of customer data that can be translated into valuable insights for the business. The cx platform analyses customer feedbacks and fetches useful insights to the business owners. Raw data is translated into valuable insights so that the business can understand customer behavior, visualize the issues to be addressed, find out the reason for customer churn and dissatisfaction, and study other aspects related to the business. In this way, businesses can formulate action plan that can be implemented to enhance products or services thereby improving customer experience.
3. Omnichannel customer experience
In this era of smart customers, businesses need to offer omnichannel experience to the customers. This allows the customers to resort to multiple channels for their purchases. The users can visit the website, use a mobile app, go to the store, compare prices and then order according to their convenience. With customer experience management software, you can simply accomplish this task. The cx software empowers the businesses to collect feedback from various platforms such as website, mobile app, website and other channels of interaction. This feedback data is then sent to a centralized location to view the customer data holistically.
4. Address Customer Concerns in Real-time
With customers at the crux of the business, it has become essential to keep them satisfied throughout their lifecycle. So, all their concerns should be addressed in the earliest and all the bad experiences should be fixed in real-time. This is facilitated by customer experience management platform. By exploiting a robust CXM software, the companies can respond to the customers' concerns in real-time. The modern-day customer experience system sends notifications to the concerned team members as soon as a concern is raised. Thus, the team members get the opportunity to respond to the negative feedback in real-time and convert sad customers into happy customers.
5. Measure and Improve Customer Loyalty
Building Customer Loyalty has become the need of the hour to thrive amidst cut-throat competition. The best customer experience management software comes with the functionality to measure and improve customer loyalty. A customer experience management system provides better insights into the number of customers that are likely to promote a product/service and the number of customers that are criticizing the product/service. The top customer experience software allows the businesses to gauge and augment Net Promoter Score, which is a standard measure for customer loyalty. Many customer experience solutions even allow the companies to benchmark their NPS with industry standards so as to find the methods that needs to be adopted to enhance the overall score.
Often customer experience is confused with customer service. on the other hand, there is a clear distinction between the two. Both Customer Experience and Customer Service are two aspects that organizations look into to elevate their business. Customer service refers to the advice or assistance that businesses give to its customers while customer experience is the entire journey of interactions of customers with a brand.
Customer service entails at enhancing customer satisfaction which is achieved by addressing the concerns of the customers. Through customer service, the organizations help its customers in making a good buying decision and in getting the customers accustomed to the purchased products. The customer service executives train the customers to effectively use the product and troubleshoot common issues thereby ensuring a great buying experience.
Customer experience, on the other hand, refers to the total of all the interactions that a customer has with the company. It includes the interactions in the entire customer journey from discovery and research of the products to following up with the company after purchasing the product. Customer experience entails at measuring and improving the physical, emotional, psychological and emotional connection that customers have with the companies. It gives an account of how customers feel about the brand. Customer experience includes all the touch points that customer has with the brand.
The major difference between customer service and customer experience is the nature of these aspects. Customer service is reactive in nature and would be needed when customers have an issue with the brand. Just when a customer would raise a complaint and is dissatisfied, customer service would come into play. On the contrary, customer experience is proactive in nature. It entails reaching out to every single customer. In fact, effective customer experience can avoid the situation of contacting customer service. Customer service may be a one-time interaction between the customers and the company while customer experience may involve many interactions throughout the customer’s journey.
Customer Experience is measured by Net Promoter Score (NPS) that measures the likeability of a customer recommending a brand to his/her friends. Conversely, Customer Service is measured through Customer Satisfaction Score (CSAT) which measures the satisfaction level of the customers.
A decade ago, it was quite easy for businesses to attract new customers and to keep the old customers intact. It was so because the customers didn’t have access to different tools to compare the prices, quality as well as the performance of various companies. In such a scenario, it was the pitch of a company that straight away swayed the customers. Conversely, in this technology-driven era, the customers have access to various tools to compare and contrast different brands before making a final call.
Today, the customers judge the companies not just on the basis of the quality of services, price and performance. But, they even look at customer service, customer experience and customer care offered by the company. They look for reviews, ratings and feedback of a company and compare it with its competitors before banking on it. That is why simply improving the quality of products and services is not sufficient to acquire customers. Therefore, businesses should focus on enhancing the customer experience. That is why the businesses are making use of customer experience management software to accomplish the same.
A customer experience software ensures that the customers have a positive experience thereby improving the retention rate of the customers. Unlike CRM Software (Customer Relationship Management Software), the Customer Experience Management software empowers the company to create a brand experience that is catered according to the needs of the customers. Businesses can exploit a customer experience management platform to exceed customer’s expectations and to ace the market.
A cx platform is bundled with different functionalities that facilitate the business to build a rapport with the customers in order to enhance customer satisfaction and foster customer loyalty. The cx management software keeps records of the customers so that the business can track customer journey and make requisite action plan to enhance customer experience. The best customer experience software is the one that analyses various customer metrics thereby gaining insights that can personalize and enhance customer experience. Thus, the businesses that realize the need of the cem software are replacing the traditional CRM software with it.
Customer Experience Management Software by Freshdesk
Deliver exceptional customer service with Freshdesk Online Customer Support and cx software. Freshdesk is the customer support software that gives you everything you need to delight your customers. View Profile
Incentiwised is an AI-powered loyalty marketing suite for businesses across multiple domains such as Retail, Hospitality, Automotive, and Healthcare.that tracks the complete journey of a customer with a brand and make sure they are hooked for long.
IMIconnect is an enterprise cloud communications platform that enables you to deliver frictionless customer experience across 10+ channels. It allows you to send contextual real-time notifications, enable customer self-service, & automate end-to-end communication flows.
With inCust, mass businesses get the wide choice of instruments that help to increase the efficiency of interactions with customers for B2B, B2C, B2B2C, B2G, and B2E businesses.
Our team is dedicated to developing simple & efficient software that will ease the daily routine for small & med sized companies. Our aim is to provide simplest and most efficient CRM.
One of the most popular customer experience solutions
Zoho CRM Application gives you a 360-degree view of your complete customer experience. It also has an open source version. Zoho customer experience management software empowers small to large-sized organizations with a complete relationship lifecycle management solution for managing organization-wide Sales, Marketing, Customer Support & Service and Inventory Management in a single business system.
Cloud based CEM software
Zendesk is a cloud-based customer experience management software used by over 2,00,00 organizations worldwide. They are the pioneer in this field. It provides 360-degree analytics about the full customer experience your customers have with your company. It helps you serve your customers in the best possible manner thus making your customers happy.
A popular customer review and CEM software
Trustpilot is the world's most powerful review platform, free and open to all. We bring people and companies together to create ever-improving experiences for everyone. Our powerful customer experience software helps businesses connect and build trust with customers.
iStart is a compliant customer digital onboarding platform developed with state of art smart intelligence and IT integrations. It helps wealth managers to redefine their onboarding process by providing swift and efficient customer experience.
The Next Generation Pharma CRM for Indian Pharmaceutical companies with customer centricity at the core. Trail is India's only Pharma CRM with intelligent capabilities like Smart Tour Plan, Smart CLM, Primary and Secondary Sales automation and truly innovation driven Sales Force Effectiveness & Automation system combined.
Vtiger is a one of the best web based CRM software for small & medium business of India and startups with built-in features of email marketing, activity and project management & much more. Online CRM software can also act as a mobile CRM & the downloadable version can be used as a Free CRM.
SugarCRM is a open source CRM trusted by millions worldwide. SugarCRM gives every user from sales, marketing, or support - the power to create extraordinary customer relationships. Powerful workflow tools in Sugar CRM allow you to automate and optimize even the most complex business practices – to heighten customer experiences, drive productivity and reduce operating costs.
LeadSquared is a complete customer acquisition platform for businesses. It combines the features offered by both CRMs as well as Marketing Automation software, and thus brings your Sales and Marketing teams on the same page.
UVdesk is an open source Helpdesk Ticket system that allows merchants and developers have own fully functional Enterprise level Helpdesk. Now, You can deliver flawless customer support with UVdesk along with predeveloped amazing features, to be fit for every business.
Gridle is a client experience platform for Agencies and Freelancers. It helps you to manage Leads, Customers, Proposals, Invoices and Revenue under a single roof.
CloudCherry is one of the best customer experience management software which provides the most simple, quick and comprehensive Voice of Customer platform. It can map, track and understand customer’s expectation providing you with better tools to render better services. It customer experience management solutions simplify customer interactions and enable you to capture data across multiple touchpoints.
CX software with automated features
amoCRM is a cloud-based customer experience management platform for small business. It automates your pipeline, interacting with leads at the right time with the right message—that way, leads are nice and warm when your sales reps get them.
Bearbook CRM developed to help the companies to enhance their sales and business growth by simplifying the sales workflow using a simple design and it's useful features like Built-in Call & SMS, Two-way email sync, Customization, Deal Pipeline, Integration and more.
A Simple Customer Experience Management Software
TapMango is a customer experience software having a simple interface and can be seamlessly integrated with Square. It has a good a superb team working for marketing and software development and available 24x7 to resolve your issues. It is a boon to retail stores helping you retain your customers, sell to existing customers and attract new customers via cutting-edge referral mechanisms.
We have advanced automated features to grow the sales for business partners like automated social marketing and referral, loyalty. Free trial - 15 Days of free trial Offer 20% off for new customers
Cloud-based customer experience management platform
AskNicely customer experience management platform is a cloud-based to the automatic collection on daily basis for customer feedback. It has convenient features such as live reporting, real-time leaderboards, publish to the dashboard, one click testimonials, and social influence.
Survaider is a CMX software that helps brands measure and improves their customer experience. This customer experience management platform provides Dashboard, Knowledge Management, Survey/Poll Management, Predictive Analytics, Multi-Channel Data Collection, Customer Segmentation, and more.
Filing returns on RERA have been distressing & challenging. "Umber-Ghar" is a SaaS platform made just for this purpose. It helps you as a builder and also your customers.
SurveyLab is a professional survey software and questionnaire tool. System supports Customer Experience Management, Market Research, HR and Digital Surveys. It is used every day by over 85.000 companies and individuals around the world.
OroCRM is Most Flexible and Extendible Open-Source Customer Relationship Management Platform that Fits Your Exact Business Needs. It is an easy-to-use, open source CRM with built-in marketing tools for your e-commerce business.
Frequently Asked Questions (FAQs)
A. CXM software is a management system that focusses more on customer experience and gives business insight on customer trends. It is a bridging force between business and customers.
A. There are a lot of key functions that the best CXM software does. Some of them being:
• Getting to analyze customer feedback and gain insight into customers’ needs
• Easy harness to AI for better performance
• The business will interact with customers in real-time
• Quality improvement in how business is carried out
A. Not all CXM software consists of all modules of a CRM or another business management system. If the CX management software can be integrated with other information systems, all data remains in the same place and can be accessed easily.
Customer Experience Management software in following industries
- Auto Dealership
- Banking & Mortgage
- Food & Beverage
- Marketing Services
- Maintenance & Field Service
- Media & Newspaper
- Software & Technology
- Art, Entertainment & Music