24 Beste CX-Software im Test für 2026
12 Beste CX-Software Shortlist
Nach einer sorgfältigen Überprüfung habe ich diese Liste der 12 besten CX-Software zusammengestellt, die ausgewählt wurden, um Ihre individuellen Herausforderungen gezielt zu meistern.
Angesichts der vielen verschiedenen Customer Experience Management-Lösungen ist es schwierig, die passende für Sie zu finden. Sie wissen, dass Sie Ihre Customer Journey verwalten und standardisieren möchten, müssen aber herausfinden, welches Tool am besten geeignet ist. Kein Problem! In diesem Beitrag helfe ich Ihnen bei der Auswahl, indem ich meine persönlichen Erfahrungen mit Dutzenden verschiedenen CX-Tools in großen Teams und Projekten sowie meine Favoriten unter den besten CX-Softwares teile.
Was ist eine CX-Software?
CX-Software, also Customer Experience Software, ist ein digitales Tool, das Ihnen hilft, die Interaktionen mit Ihren Kunden zu verbessern. Unternehmen aller Branchen nutzen diese Plattformen, um jeden Touchpoint entlang der Customer Journey zu verwalten, zu analysieren und zu optimieren. Sowohl kleine Unternehmen als auch große Konzerne können diese Tools einsetzen, um starke Kundenbeziehungen aufzubauen, die Zufriedenheit zu erhöhen und die Loyalität zu stärken.
Durch die Erfassung und Analyse von Kundenfeedback hilft CX-Software dabei, Kundenbedürfnisse zu verstehen, ein schnelles Lösen von Problemen zu ermöglichen und Interaktionen zu personalisieren. Der strategische Einsatz dieser Technologie beeinflusst letztlich die Kundenwahrnehmung einer Marke und spielt eine entscheidende Rolle für Geschäftswachstum und Nachhaltigkeit.
Spezifikationen vergleichen
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best AI-driven customer insights | Free demo available | Pricing upon request | Website | |
| 2 | Best AI support agent | 7-day free trial + free plan available | From $25/user/month | Website | |
| 3 | Best for centralizing knowledge for CX teams | Free trial + free demo available | From $25/seat/month | Website | |
| 4 | Best for end-to-end customer experiences | Free plan available | From $25/user/month (billed annually) | Website | |
| 5 | Best for automated multi-channel customer feedback collection | 10-day free trial available | From $55.99/month | Website | |
| 6 | Best for automating repetitive frontline support | Free plan available | From $16/month (billed annually) | Website | |
| 7 | Best for conversational surveys | Free trial available | From $19/month | Website | |
| 8 | Best for building customer portals | Free plan available | From $350/month | Website | |
| 9 | Best for small teams needing unified customer communication | 15-day free trial | From $15/user/month | Website | |
| 10 | Best for intuitive user onboarding | 14-day free trial + free plan available | From $174/month (billed annually) | Website |
-
Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
Creatio CRM
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6
Überblick über die 12 besten CX-Softwares
Unwrap is an advanced customer intelligence platform designed to transform how businesses gather and utilize customer feedback. It is particularly appealing to industries such as retail, travel, and software, where understanding customer sentiments can directly impact product development and customer satisfaction.
Why I Picked Unwrap
I picked Unwrap for its ability to deliver proactive insights with AI that enhance customer experience management. One standout feature is the Auto Tagger, which automatically organizes feedback into categories, saving your team time and reducing manual errors. Additionally, the natural language query Assistant allows you to extract information quickly without navigating complex systems, making it easy to get answers on the fly. These features align perfectly with your needs for a data-driven approach to understanding customer sentiments and improving service delivery.
Unwrap Key Features
In addition to the features mentioned above, Unwrap offers:
- Customizable Dashboards: These allow your team to visualize data in ways that best suit your business needs, making it easier to track key performance indicators.
- Real-time Alerts: This feature ensures you are immediately notified of critical feedback, enabling prompt action when necessary.
- Responder Tool: Facilitates seamless customer engagement by allowing you to address feedback directly from the platform.
- SupportIQ: Provides a comprehensive overview of performance metrics, helping you evaluate and improve customer support efforts.
Unwrap Integrations
Integrations include Salesforce, Zendesk, Intercom, Slack, HubSpot, Mailchimp, Google Analytics, Asana, Trello, and Jira.
Pros and cons
Pros:
- Automates categorization of unstructured feedback into meaningful groups with NLP.
- AI tools surface emerging trends without manually scanning large datasets.
- Sentiment analysis helps teams quantify how users feel over time.
Cons:
- Occasional gaps in native platform integrations compared to competitors.
- Feedback taxonomy setup may require extra effort to customize.
Tidio is a customer experience platform that combines live chat, AI-powered automation, and multichannel communication tools to help businesses deliver faster, more personalized support. It enables real-time conversations with customers across various channels like websites, email, and social media, all managed from a single dashboard.
Why I picked Tidio:
I like its Lyro AI agent, which can handle the majority of routine customer inquiries using natural language processing and your existing support content. It understands context and intent, providing accurate responses and escalating complex issues to human agents when necessary. Additionally, Tidio has a visual automation builder that lets you create custom chatbot workflows without coding. With over 40 pre-designed templates, you can set up automated responses for common scenarios like cart abandonment or lead qualification. These flows can be triggered by user behavior, such as page visits or scroll depth, enabling proactive engagement.
Standout Features & Integrations:
Other features include a unified inbox that consolidates messages from live chat, email, and social media platforms, allowing your team to manage all customer interactions in one place. The platform also offers real-time visitor tracking, enabling you to see which pages customers are browsing and initiate chats based on their behavior.
Integrations include Shopify, WordPress, Squarespace, WIX, Adobe Commerce, BigCommerce, WooCommerce, Google Analytics, Mailchimp, HubSpot, and Zendesk.
Pros and cons
Pros:
- Multichannel support, including for chats, emails, and social media
- Lyro AI handles a significant portion of customer inquiries
- Provides insights into team performance and customer satisfaction
Cons:
- Many automation features limited to higher tier plans
- Limitations when integrating with certain third-party tools
Guru is a knowledge management software that offers AI-driven company knowledge search, a customizable employee engagement hub, and an automated centralized knowledge base. The platform aims to help prevent redundancy and make it easier for employees to find the information they need without leaving their current window.
Why I Picked Guru:
As a CX software, Guru is unique in that it helps customer experience teams provide more consistent and efficient support. It offers quick and easy access to answers in the platform's centralized knowledge base, which can then be used to answer customer questions. For example, if a live agent is working on an issue with a customer, Guru's AI capabilities can automatically search the knowledge base and all connected tools for previous logs of a similar issue and recommend a response based on that information. By integrating with existing tools and creating a single source of truth, Guru helps eliminate knowledge silos and reduces the time spent searching for information, which ultimately improves customer satisfaction.
Standout Features & Integrations:
Guru offers features like enterprise AI search, which allows you to search your company’s collective knowledge from one place, and a company wiki which delivers answers proactively via tailored, context-based recommendations and includes built-in verification for accuracy.
Integrations include Userlike, Freshdesk, Intercom, Help Scout, Zendesk, Box, Microsoft Teams, Slack, and more.
Pros and cons
Pros:
- Easy search functionality
- Knowledge verification features
- AI-powered suggestions
Cons:
- Limited mobile support
- No customer reporting functionalities
Hiver is a modern AI-powered customer service software designed to enhance your team's ability to deliver exceptional customer experiences. By providing an array of features tailored for managing customer inquiries and interactions, Hiver helps streamline communication and improve response times.
Why I Picked Hiver:
With Hiver, businesses can manage customer experience end-to-end, from the first interaction to resolution and feedback. You can manage customer queries from all channels, including email, live chat, WhatsApp, voice, SMS, and social media, all from a single, unified inbox. A built-in knowledge base lets you create and publish help articles so customers can find answers on their own. To measure how well your team is doing, Hiver also includes CSAT surveys that help you track customer satisfaction and identify areas for improvement.
Standout Features & Integrations:
Hiver's most standout feature is Hiver AI, which embeds AI capabilities across all touchpoints of the customer support journey. For example, AI Copilot helps agents respond to customers through contextual answers, reply drafts, and more, while AI Agents help you set up autonomous workflows to handle FAQs, follow-ups, and other actions. It also has AI Insights that use conversations to forecast issues and risks.
Hiver integrates with Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, WhatsApp, and Zapier and 100+ other platforms.
Pros and cons
Pros:
- AI features embedded at all stages of customer support journey
- Customer support from real humans available 24/7 via chat or email, across all plans (including free one)
- Strong internal collaboration features
Cons:
- Compared to some other platforms, Hiver offers fewer third party integrations
- Mobile experience isn’t as strong as the desktop one
New Product Updates from Hiver
Hiver Release: Shared Drafts, AI Tasks & More
Hiver's release brings Shared Drafts, AI Tasks for workflow automation, AI-drafted reply refinement with your Knowledge Base, customizable Ask AI tone and style, nested Knowledge Base categories, and enhanced note searching—helping your team collaborate and find answers faster. Visit Hiver’s website for more details.
for more details.
Best for automated multi-channel customer feedback collection
Survicate is a survey software designed to gather insights about customer experience and collect feedback across multiple channels. It integrates with many tools and provides a detailed overview of customer insights, making it ideal for businesses looking to improve their customer experience.
Why I Picked Survicate:
Survicate is a unique CX software that allows you to gauge customer experience at any touchpoint through a wide range of feedback collection options, like email, in-product, in-app, on your website, or through Intercom messenger. You don't need to spend time and effort sorting through the continuous stream of feedback because the platform will track the data and provide real-time analyses so you can take action where it's needed most.
Standout Features & Integrations:
Survicate provides features like automated feedback collection and gathers important metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to track and understand customer satisfaction and loyalty. There are also over 400 survey templates for a wide range of user research projects.
Survicate integrates with existing tool stacks using the click of a button. Integrations include Active Campaign, Drip, FullStory, Google Analytics, HubSpot, Klaviyo, Intercom, MailChimp, Microsoft Teams, Slack, Zendesk, and much more.
Pros and cons
Pros:
- Highly customizable survey templates
- No coding required
- Real-time analysis
Cons:
- Learning curve for those unfamiliar with more automated feedback collection
- Continuous customer responses may be overwhelming to navigate
New Product Updates from Survicate
Survicate's FullStory Integration for Mobile Apps
Survicate enhances its mobile surveys with FullStory integration, boosting user insights and analytics. For more information, visit Survicate's official site.
.
Quidget is an AI-powered chatbot designed to enhance customer support by automating repetitive frontline inquiries. It learns from your existing content, such as your website and FAQs, to provide accurate answers around the clock. This ensures your customers receive timely assistance without adding to your team's workload.
Why I picked Quidget:
One standout feature of Quidget is its human handoff capability. While it efficiently manages routine inquiries, Quidget recognizes when a question requires human intervention and escalates it to your team, ensuring customers receive the appropriate level of support.
Standout Features & Integrations:
I also like Quidget's support for over 45 languages. This feature allows your business to communicate effectively with a global audience without the need for additional language training. The platform also offers a no-code setup, enabling you to get it up and running in minutes without any coding knowledge.
Integrations include Euphoric.ai, Calendly, Zendesk, WhatsApp, and Slack.
Pros and cons
Pros:
- Easy to set up and customize
- Handles numerous requests efficiently
- Convenient chatbot flow builder interface
Cons:
- Limited analytics features
- Could offer more direct integrations
For businesses seeking to elevate their customer experience strategies, SurveySparrow provides an intuitive platform that transforms feedback into actionable insights. Whether you're in retail, healthcare, or any industry reliant on customer satisfaction, SurveySparrow can help you engage your audience more effectively. This tool is designed to address the challenge of collecting meaningful feedback and translating it into strategies that improve customer loyalty and business growth.
Why I Picked SurveySparrow
I picked SurveySparrow because it pairs conversational, one-question-at-a-time surveys, so you can manage your entire voice-of-customer strategy from one place. The platform's AI-driven insights via CogniVue provide businesses with the data needed to make informed decisions quickly. Additionally, the ticketing system helps in resolving customer issues promptly, ensuring that feedback is not just collected but acted upon effectively.
SurveySparrow Key Features
In addition to its conversational surveys and AI-driven insights, SurveySparrow also offers:
- NPS® Surveys: Gauge customer loyalty and satisfaction with Net Promoter Score surveys that are easy to deploy and analyze.
- Multi-Channel Distribution: Reach your audience through various channels, including email, social media, and SMS, to maximize survey participation.
- Reputation Management: Monitor and manage online reviews to build and maintain your brand's reputation effectively.
- White Label Surveys: Customize surveys with your branding to ensure a consistent and professional appearance.
SurveySparrow Integrations
Integrations include Slack, HubSpot, Salesforce, Mailchimp, Google Analytics, Microsoft Dynamics 365, Shopify, Stripe, Zendesk, and Intercom. SurveySparrow also offers API access for custom integrations, allowing you to tailor the platform to fit your specific needs.
Pros and cons
Pros:
- Supports multiple question types for diverse feedback collection.
- Provides AI-driven insights for actionable decision-making.
- Offers easy sharing options across web, mobile, and email.
Cons:
- Mobile or offline survey coverage may require additional configuration in service-field scenarios.
- Limited data export options, affecting flexibility in reporting.
New Product Updates from SurveySparrow
SurveySparrow's Enhancements to Survey Flows
SurveySparrow announced new updates, including enhancements in survey flows and user engagement. For more information, visit SurveySparrow's official site.
Dock is a sales and customer onboarding software that helps CX teams set new users up for success. The platform's client portals bring together documents, proposals, and other useful items for easy access.
Why I picked Dock:
I decided to include this software on my list not only because of its useful customer portals, but also because of its customizable templates for quotes, proposals, and order forms. Your team can standardize your processes and offer a more consistent customer experience by establishing your own templated documents.
Standout Features & Integrations:
Dock stands out for how quotes can be easily turned into signable order forms and the platform also facilitates approval features for custom orders, large deals, and discounts. After a deal closes, this information syncs with your CRM, providing better sales visibility across the organization.
Integrations include HubSpot, Salesforce, Slack, Zoom, Airtable, Pandadoc, Typeform, and more.
Pros and cons
Pros:
- Wide range of templates for standardizing sales processes
- Engagement analytics to target the best leads
- Digital sales room for a unified customer experience
Cons:
- HubSpot and Salesforce integration only available on higher-tier plans
- Order forms are priced as an add-on to your existing plan
Groove is a customer service platform designed to bring all customer interactions into a single, unified space. It's a particularly good fit for small teams in need of an organized, accessible, and efficient communication system.
Why I Picked Groove:
I selected Groove as it impeccably addresses the need for consolidated customer communication, especially for small teams. Its intuitive interface and capacity to streamline different channels of customer interactions into one place set it apart from the crowd. Given its potential to simplify and enhance customer communication, it truly shines as the best pick for small teams needing unified customer communication.
Standout Features & Integrations:
Groove offers a shared inbox, enabling team members to collaborate and respond to customer queries efficiently. Other features include Knowledge Base, which allows businesses to create and manage help articles, and reporting for tracking team performance.
Groove integrates well with applications like Slack, Gmail, and Jira, ensuring a smooth and continuous workflow. It also provides a Groove widget that can be integrated into any website or mobile app to offer real-time support to customers.
Pros and cons
Pros:
- Robust integration options
- Intuitive and user-friendly interface
- Unified inbox for efficient communication
Cons:
- Lacks multi-language support
- Limited customization options
- Advanced features require more expensive plans
UserGuiding is a platform designed to assist businesses in crafting a personalized and engaging onboarding experience for their users. It seeks to improve how your audience interacts with your site or product by providing interactive elements that teach them about different product features and functions.
Why I Picked UserGuiding:
This platform is a unique CX software that focuses on the user's onboarding. Using UserGuiding's no-code features, you can craft intuitive user journeys that improve your customers' ability to use your product. You can even segment your audiences to tailor the onboarding user experience. The platform also comes with robust analytics, so you can evaluate the effectiveness of your support content.
Standout Features & Integrations:
UserGuiding offers product tours and onboarding checklists to lead customers through the product's features and functionalities. It also has in-app and NPS surveys to allow you to gather insights about user satisfaction, loyalty, and areas for improvement. You can even create your own resource center without any coding experience necessary.
UserGuiding integrates with Intercom, Segment, Slack, Google Analytics, Google Tag Manager, HubSpot, and more.
Pros and cons
Pros:
- Collects feedback through in-app and NPS surveys.
- Flexible targeting with segmentation
- Create guides without the need for coding
Cons:
- Limited integrations
- Adjusting settings and customizing the look can be challenging
Intercom is a messaging platform that provides a suite of tools for businesses to communicate with customers in a personal, efficient way. It offers a dynamic means of engaging with customers through targeted messaging, making it a go-to choice for businesses keen on delivering personalized experiences.
Why I Picked Intercom:
What sets Intercom apart is its ability to use custom bots within this messenger. These bots can automate part of the customer interaction, from guiding users through troubleshooting steps to qualifying leads before they reach a human agent.
The platform also allows for highly targeted messaging based on user behavior, which enables businesses to send personalized communications that are contextually relevant to each user.
Standout Features & Integrations:
Intercom's key features include automated targeted messaging, customer segmentation, and in-app messaging, which all contribute to its personalization power. Their real-time chat feature also makes for quick and effective communication.
Intercom integrates well with a host of applications such as HubSpot, Slack, and Salesforce. These integrations help consolidate customer data, making it easier for businesses to tailor their customer interactions.
Pros and cons
Pros:
- Real-time chat feature
- Wide range of integrations
- Offers extensive personalization in messaging
Cons:
- Pricing is based on an annual billing system
- Advanced features come with higher-tier plans
- Price can be high for smaller businesses
Nextiva is a customer experience management solution that includes features such as VoIP phone service, CRM, live chat, and surveys. The software aims to help businesses improve their customer service and overall customer experience by providing tools and resources to enhance customer interactions and support.
Why I Picked Nextiva:
I chose Nextiva because it offers a comprehensive suite of AI-powered tools that cater to various aspects of customer interaction and management. These tools include language detection, transcription and summarization, and intelligent routing based on situation and skill, providing a more personalized and efficient customer experience. Additionally, Nextiva's platform includes real-time dashboards, workflow engines, and bot-to-agent-to-bot journeys designed to optimize both customer and agent interactions.
Standout Features & Integrations:
Nextiva also offers features like customer journey orchestration, which enables businesses to create, manage, and optimize customer journeys, and advanced workforce engagement management tools that include performance analytics and real-time monitoring. It also supports omnichannel communication and has intelligent virtual assistants and AI-driven chatbots.
Integrations include Microsoft Teams, Slack, ServiceNow, QuickBooks, SugarCRM, NetSuite, Oracle Sales Cloud, RingCentral, Salesforce, HubSpot, Zoho CRM, Zendesk, G Suite, Microsoft Outlook, and Mailchimp.
Pros and cons
Pros:
- Comprehensive analytics and reporting features
- AI-driven platform to help automate tasks
- Team collaboration tools
Cons:
- Many integrations are only available on higher-tier plans
- Wide range of features may take time to learn
Weitere CX-SoftwareWeitere CX-Software
Nachfolgend finden Sie eine Liste weiterer CX-Software, die ich in die engere Auswahl aufgenommen, aber nicht in die Top 12 aufgenommen habe. Sie sind auf jeden Fall einen Blick wert.
- Freshdesk
For improving self-service customer solutions
- Qualtrics CustomerXM
For robust data analytics
- HubSpot Service Hub
For integrating customer service with sales and marketing efforts
- Salesforce Financial Services Cloud
For large-scale organizations needing diverse customer management tools
- Medallia Experience Cloud
For comprehensive customer journey mapping
- LiveAgent
For multichannel customer support management
- Compass
For interactive walkthroughs
- Help Scout
For companies prioritizing customer support
- Sogolytics
For personalized customer surveys
- Zendesk
For a built-in CRM
Auswahlkriterien für CX-Software
Nachdem ich unzählige Stunden damit verbracht habe, Dutzende von Customer Experience Management Softwares zu bewerten, kann ich bestätigen, dass nicht alle Tools gleich sind. Bei meiner Suche nach den besten Tools habe ich besonders auf Kernfunktionen, Schlüsselfeatures und Benutzerfreundlichkeit geachtet. Im Folgenden gehe ich näher auf diese Kriterien ein.
Kernfunktionen
Bei jedem Kundenerfahrungs-Management-Tool sollte es einige unverzichtbare Funktionen geben:
- Customer Journey Mapping: Das Tool sollte es ermöglichen, die Schritte der Kunden beim Kontakt mit Ihrem Unternehmen visuell darzustellen.
- Feedback-Erfassung: Die Möglichkeit, Feedback aus verschiedenen Kanälen wie E-Mails, Umfragen, Social Media usw. zu sammeln, ist entscheidend.
- Datenanalyse: Eine leistungsstarke Analytik-Funktion ist notwendig, um die Feedbackdaten auszuwerten.
- Reporting: Das Tool sollte in der Lage sein, umfassende Berichte zu generieren, um Erkenntnisse im Team zu teilen.
Schlüsselfeatures
Bei der Auswahl eines Customer Experience Management Tools gibt es bestimmte Features, die wirklich den Unterschied machen:
- Multichannel-Support: Damit kann Feedback aus verschiedenen Quellen gesammelt werden und man erhält einen ganzheitlichen Blick auf das Kundenerlebnis.
- Integration: Das Tool sollte sich nahtlos mit anderer Software wie Ihrem CRM oder Helpdesk verbinden lassen.
- Anpassbarkeit: Sie sollten in der Lage sein, Umfragen, Dashboards und Reports auf Ihre spezifischen Bedürfnisse zuzuschneiden.
- Echtzeit-Benachrichtigungen: Sofortige Meldungen für Kundenfeedback helfen, schnell zu reagieren und Probleme schneller zu lösen.
Benutzerfreundlichkeit
Letztendlich ist auch das Nutzungserlebnis des Tools selbst ein entscheidender Faktor. Das habe ich gesucht:
- Intuitive Benutzeroberfläche: Ein gutes Customer Experience Management Tool sollte einfach zu bedienen sein, mit schlankem Design und klar gekennzeichneten Funktionen.
- Schnelles Onboarding: Das Tool sollte eine einfache Einrichtung ermöglichen, mit klaren Anleitungen und idealerweise Vorlagen, um schneller starten zu können.
- Skalierbarkeit: Das Tool sollte mit Ihrem Unternehmen wachsen können und auch bei steigendem Datenvolumen leistungsfähig bleiben.
- Zuverlässiger Support: Der Zugang zu schneller und hilfreicher Unterstützung stellt sicher, dass technische Probleme das Customer Experience-Tracking nicht beeinträchtigen.
Meistgestellte Fragen zu CX-Software
Welche Vorteile bietet die Nutzung von Customer Experience (CX) Software?
Der Einsatz von CX-Software bietet Unternehmen zahlreiche Vorteile:
- Besseres Verständnis für Kunden: Durch die Erfassung und Analyse von Kundenfeedback liefern CX-Tools Einblicke, was Kunden an Ihren Services oder Produkten schätzen oder kritisieren. Dieses Wissen hilft, das Angebot zu verbessern und letztlich die Kundenbindung und Zufriedenheit zu erhöhen.
- Effiziente Feedback-Erfassung: CX-Software automatisiert den Prozess der Kundenzufriedenheitsabfrage über diverse Kanäle hinweg, spart Zeit und erhöht die Reichweite Ihrer Feedbackmaßnahmen.
- Proaktives Lösen von Problemen: Mit Echtzeit-Benachrichtigungen können Unternehmen Probleme frühzeitig erkennen und beheben, bevor sie eskalieren, und so Unzufriedenheit vorbeugen.
- Datenbasierte Entscheidungen: Die Daten und Analysen der CX-Software unterstützen fundierte und strategische Geschäftsentscheidungen.
- Mehr Kundenloyalität: Indem Unternehmen das Kundenerlebnis in den Mittelpunkt rücken und Verbesserungspotenziale aus Kundenfeedback ableiten, können sie die Loyalität und Bindung ihrer Kunden steigern.
Wie viel kostet CX-Software?
Die Kosten für CX-Software variieren stark und hängen von der Komplexität des Tools, der Nutzerzahl und den geforderten Funktionen ab. Manche Plattformen bieten kostenlose Versionen an, jedoch meist mit Einschränkungen.
Welche Preis-Modelle gibt es typischerweise bei CX-Software?
Die meisten CX-Softwares arbeiten entweder mit einem Preis-pro-Nutzer/Monat-Modell oder einem Festpreis pro Monat. Beim Preis-pro-Nutzer-Modell zahlen Sie für jeden Nutzer einen bestimmten Betrag. Beim Festpreis-Modell zahlen Sie eine monatliche Pauschale, unabhängig von der Nutzerzahl.
Wie sieht die übliche Preisspanne bei CX-Software aus?
Preise für CX-Software beginnen bei etwa 10 $/Nutzer/Monat und können – für fortschrittliche, Enterprise-Lösungen – auf mehrere Hundert Dollar pro Monat steigen.
Was ist die günstigste und was die teuerste CX-Software?
Von den genannten Tools bietet Freshdesk einen der günstigsten Einstiegspreise ab 15 $/Nutzer/Monat. Am oberen Ende liegt z. B. Qualtrics CustomerXM, das aufgrund der hohen Anpassbarkeit nur auf Anfrage Preisangaben macht.
Gibt es kostenlose CX-Software?
Ja, einige CX-Softwares bieten eine kostenlose Option an. Freshdesk beispielsweise bietet eine kostenlose Version mit eingeschränkter Funktionalität, Wootric ebenfalls, allerdings mit Limitierungen bei der Anzahl der monatlich versendbaren Umfragen.
Weitere Helpdesk-Software Reviews
- Helpdesk-Software
- Helpdesk-Wissensdatenbanken
- Kundenservice-Ticketing-Software
- Online-Helpdesk-Software
Zusammenfassung
Abschließend hängt die Wahl der passenden Customer Experience (CX) Software entscheidend von den spezifischen Bedürfnissen Ihres Unternehmens ab – eine universelle Lösung gibt es nicht. Jede Software bringt einen eigenen Funktionsumfang und verschiedene Möglichkeiten mit, die auf unterschiedliche Einsatzzwecke zugeschnitten sind. Deshalb ist es wichtig, die eigenen Anforderungen genau zu kennen.
Wichtigste Erkenntnisse
- Bedarf analysieren Beginnen Sie damit, die Kernfunktionen zu bestimmen, die Ihr Unternehmen benötigt – etwa Sentimentanalyse, Ticketing-Systeme oder Omnichannel-Support. Die beste CX-Software für Sie wird diese Anforderungen optimal abdecken.
- Usability berücksichtigen Neben den Funktionen sollte auch die Benutzerfreundlichkeit überzeugen. Eine gute CX-Plattform bietet eine intuitive Bedienung und zuverlässigen Kundensupport, damit Sie das Meiste aus dem Tool herausholen können – ohne unnötige Hürden.
- An die Zukunft denken Abschließend lohnt sich ein Blick auf die Skalierbarkeit der Software. Wenn Ihr Unternehmen wächst, werden sich auch Ihre CX-Anforderungen weiterentwickeln. Die Software Ihrer Wahl sollte in der Lage sein, mit Ihrem Business zu wachsen und sich an veränderte Kundenerwartungen anzupassen.
Was denken Sie?
Wenn Sie andere CX-Tools kennen, von denen Sie glauben, dass sie auf dieser Liste stehen sollten, würde ich gerne Ihre Meinung und Erfahrungen hören. Ihr Feedback ist äußerst wertvoll, um diesen Leitfaden so umfassend und hilfreich wie möglich zu gestalten. Zögern Sie also nicht, sich mit mir in Verbindung zu setzen!