10 Melhores Softwares de Experiência do Cliente para 2026

Análises dos melhores softwares de gestão da experiência do cliente

1. 

   1

   Enterpret

   Best for adaptive taxonomy-driven insights

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.8/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Enterpret is an AI-driven customer experience management software built for teams that need clearer insight from complex feedback. Its adaptive taxonomy–driven insights automatically organize customer signals into meaningful themes, making analysis faster and more accurate. This approach helps product and CX teams act on feedback without relying on rigid, manual categorization.

   Why I Picked Enterpret

   I picked Enterpret for its adaptive taxonomy–driven insights, which automatically structure customer feedback for faster analysis. By consolidating inputs from multiple sources, the platform highlights key trends without relying on rigid tagging systems. Its customer knowledge graph then connects related feedback, helping teams understand impact and respond with clarity and confidence.

   Enterpret Key Features

   In addition to adaptive taxonomy-driven insights, Enterpret offers:

   • Quantify: This feature visualizes feedback based on tracked Keywords and Reasons, simplifying the analysis process.
   • Anomaly Detection: Alerts you to unusual changes in feedback, enabling quick responses to emerging issues or trends.
   • Trends: Monitors feedback volume over time for specific Keywords or Reasons, offering valuable insights for product development.
   • Dashboards: Customizable dashboards provide a centralized view of key feedback metrics for easier tracking and analysis.

   Enterpret Integrations

   Integrations include Slack, Jira, Zendesk, Salesforce, Intercom, HubSpot, Gainsight, Segment, Amplitude, and Snowflake.

   Pros and Cons

   Pros:

   • Integrates feedback from various sources for comprehensive analysis
   • Customer knowledge graph aids in contextual feedback interpretation
   • Enriched data insights support informed decision-making

   Cons:

   • Limited action workflows beyond insights
   • Not a replacement for full CX platforms
   Learn more about Enterpret:

   • Check out Enterpret on their website
   • Read my in-depth review of Enterpret
2. 

   2

   Freshdesk

   Best for a comprehensive ticketing system

   • Free trial available
   • From $19/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Freshdesk (a product of Freshworks Inc.) is a customer service platform designed to help teams manage customer inquiries at scale through structured support workflows. It combines ticketing, self service, and reporting tools to support consistent handling of customer requests across channels. This setup can be useful for organizations looking to improve organization and internal efficiency in their customer service operations.

   Why I picked Freshdesk: Freshdesk is a customer service platform designed to help teams manage customer inquiries at scale through structured support workflows. It combines ticketing, self service, and reporting tools to support consistent handling of customer requests across channels.

   This setup can be useful for organizations looking to improve organization and internal efficiency in their customer service operations.

   Standout Features & Integrations:

   Features include automation tools that help sort and assign incoming requests based on predefined conditions. Freshdesk also offers a self service knowledge base and community forums, allowing customers to find answers independently for common issues. Collaboration tools support internal discussions by letting agents involve teammates or subject matter experts when needed. Reporting and analytics provide visibility into support activity, while customization and security controls support different operational requirements.

   Integrations include Freshchat, Freshservice, and Freshmarketer. Additional integrations include Google Calendar, Mailchimp, Segment, Zapier, Office 365, Google Workspace, Slack, Facebook, LinkedIn, Jotform, Typeform, Calendly, Email Parser by Zapier, and ClickFunnels Classic.

   Pros and Cons

   Pros:

   • Consolidates multi-channel support in one platform
   • Strong automation cuts repetitive workload
   • Intuitive UI accelerates team adoption

   Cons:

   • Notification customization and moderation are limited
   • Advanced analytics locked behind expensive tiers
   Learn more about Freshdesk:

   • Check out Freshdesk on their website
   • Read my in-depth review of Freshdesk
3. 

   3

   Chattermill

   Best for AI-driven feedback insights

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Chattermill caters to businesses seeking to transform customer feedback into actionable insights, making it an appealing choice for industries like retail, finance, and travel. By unifying fragmented feedback data through AI-driven analytics, it helps organizations enhance decision-making and improve customer satisfaction. This tool addresses the challenge of scattered feedback and manual analysis, offering a streamlined solution for those aiming to optimize customer experiences.

   Why I Picked Chattermill

   I picked Chattermill for its unique capability to transform fragmented customer feedback into actionable insights using AI-driven analytics. The platform's standout feature is its ability to automatically tag and categorize unstructured feedback, ensuring that critical insights are captured without manual intervention. Additionally, its anomaly detection feature alerts you to significant changes in customer feedback metrics, guiding you to address potential issues proactively. These features make it particularly valuable for businesses looking to enhance their customer experience management strategies.

   Chattermill Key Features

   In addition to its advanced feedback analytics, Chattermill offers:

   • Custom Reporting: Generate tailored reports that provide a detailed analysis of customer feedback and trends.
   • Team Dashboards: Create shared dashboards that allow teams to collaborate and prioritize customer insights effectively.
   • Impact Analysis: Evaluate the impact of customer feedback on key business metrics, including NPS, CSAT, and CES.
   • Feedback Channel Integration: Seamlessly integrate feedback from multiple channels to provide a comprehensive view of customer sentiment.

   Chattermill Integrations

   Integrations include Zendesk, SurveyMonkey, Salesforce, Intercom, Medallia, Qualtrics, Slack, Google Cloud Platform, Freshdesk, and Amazon S3.

   Pros and Cons

   Pros:

   • Automated tagging groups similar feedback topics for faster issue tracking
   • Trend analysis highlights recurring problems affecting product experience
   • Feedback insights reveal common product issues and emerging user trends

   Cons:

   • Data export and reporting options lack flexibility for deeper analysis
   • Thematic analysis setup can feel complex during initial configuration
   Learn more about Chattermill:

   • Check out Chattermill on their website
   • Read my in-depth review of Chattermill
4. 

   4

   Nextiva

   Best for personalized journey orchestration

   • Free trial available
   • From $15/user/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Nextiva is a customer experience management platform that provides a comprehensive suite of tools designed to enhance business communications and customer interactions. It offers solutions for voice, video, chat, social media, and email, integrating these channels into a single platform to facilitate customer engagement.

   Why I chose Nextiva: I like Nextiva's AI-powered customer journey orchestration feature, which tracks and analyzes customer interactions across various touchpoints. This allows businesses to predict customer needs, personalize their interactions, and deliver a consistent experience. By using AI to automate workflows and optimize engagement strategies, Nextiva ensures that customers receive timely and relevant communication.

   Additionally, Nextiva offers advanced voice analytics and real-time reporting tools. Utilizing machine learning algorithms, the voice analytics feature examines call data to provide deep insights into customer sentiment and agent performance. This enables businesses to detect patterns and identify areas needing improvement, to provide more consistent, high-quality service. Real-time reporting further enhances operational efficiency by allowing managers to track key performance indicators such as average response times and call resolution rates. 

   Nextiva Standout Features & Integrations

   Standout features include intelligent virtual assistants that can handle routine inquiries and tasks and the call pop feature that provides agents with critical customer information before answering calls. Additionally, the customer feedback gathering feature helps businesses collect and analyze customer opinions to continuously improve their services.

   Integrations include Salesforce, HubSpot, Microsoft Teams, Zoho CRM, Zendesk, G Suite, Microsoft Outlook, Slack, ServiceNow, QuickBooks, SugarCRM, NetSuite, Oracle Sales Cloud, RingCentral, and Mailchimp.

   Pros and Cons

   Pros:

   • AI features to assist agents with routine tasks
   • Supports team collaboration
   • Comprehensive analytics and reporting features

   Cons:

   • Wide range of capabilities may be overwhelming for smaller operations
   • Many integrations are only available on higher-tier plans
   Learn more about Nextiva:

   • Check out Nextiva on their website
   • Read my in-depth review of Nextiva
   • Explore best alternatives to Nextiva
5. 

   5

   Chatbase

   Best for training chatbots on custom data

   • 7-day free trial + free plan + free demo available
   • From $32/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Chatbase is an AI-powered customer chatbot tool that lets you build, train, and deploy chatbots using your own data, with support for multi-language models and web integration.

   Who Is Chatbase Best For?

   Chatbase is a strong fit for small to mid-sized businesses that want to automate customer support without relying on a dedicated engineering team.

   Why I Picked Chatbase

   Chatbase earns its spot on my shortlist because of how well it handles custom data training for chatbots. I can upload files, paste text, add URLs, or connect a sitemap, and Chatbase uses that content as the chatbot's knowledge base. That means if my team updates a help article or adds a new product FAQ, the chatbot reflects that knowledge without manual reprogramming. I also like the ability to set custom instructions that shape how the bot responds, so it stays on-brand and on-topic during real customer conversations.

   Chatbase Key Features

   • Conversation history: Review full transcripts of past chatbot interactions to monitor response quality and spot recurring customer questions.
   • Lead capture forms: Embed forms inside the chat widget to collect visitor contact details during conversations.
   • Human handoff: Route conversations to a live agent when the chatbot reaches the limits of its knowledge base.
   • Analytics dashboard: Track chat volume, user engagement, and message-level data to measure chatbot performance over time.

   Chatbase Integrations

   Native integrations are not clearly documented.

   Pros and Cons

   Pros:

   • Allows human agent handoff during live chats
   • Supports chatbot training with custom data files
   • Omnichannel messaging from one inbox

   Cons:

   • Limited control over AI model fine-tuning
   • No advanced analytics for CX performance
   Learn more about Chatbase:

   • Check out Chatbase on their website
6. 

   6

   Alchemer

   Best for enterprise power with agile deployment

   • 7-day free trial
   • From $55/user/month

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   
   

   
   

   For businesses eager to elevate their customer interactions, Alchemer stands out as a dynamic choice in the realm of customer experience management software. Tailored for organizations across various industries, it empowers teams to gather and analyze customer feedback, transforming it into actionable insights. This tool is particularly appealing to those who aim to enhance customer satisfaction and loyalty by addressing feedback swiftly.

   Why I Picked Alchemer

   I picked Alchemer for its unique ability to integrate feedback directly into business workflows, which is crucial for effective customer experience management. Its AI-driven insights allow you to predict customer behavior and act promptly, ensuring that your team can foster stronger customer relationships. Additionally, the customizable dashboards provide real-time data visualization, making it easier for you to track and improve your customer experience strategies.

   Alchemer Key Features

   In addition to its innovative feedback integration and AI capabilities, I also found some other features that make Alchemer a valuable tool:

   • Customizable Surveys: Design surveys tailored to your specific needs with a wide range of templates and question types.
   • Real-Time Feedback Collection: Gather feedback instantly from multiple channels, including mobile and web platforms.
   • Advanced Analytics: Utilize built-in analytics tools to interpret data and derive meaningful insights for your business.
   • Extensive Integrations: Connect with over 400 systems to streamline your data and enhance operational efficiency.

   Alchemer Integrations

   Integrations include Salesforce, Microsoft Dynamics, HubSpot, Marketo, Slack, Zendesk, Tableau, Google Analytics, Mailchimp, and Shopify. Alchemer also offers an API for custom integrations.

   Pros and Cons

   Pros:

   • Enterprise features with 24-hour setup
   • Powerful AI text synthesis
   • Unifies public reviews and private surveys
   • Enterprise features with 24-hour setup
   • Powerful AI text synthesis
   • Unifies public reviews and private surveys
   • Enterprise features with 24-hour setup
   • Powerful AI text synthesis
   • Unifies public reviews and private surveys

   Cons:

   • Full feature set requires higher tiers
   • Support speed varies by account tier
   • Full feature set requires higher tiers
   • Support speed varies by account tier
   • Full feature set requires higher tiers
   • Support speed varies by account tier
   Learn more about Alchemer:

   • Check out Alchemer on their website
   • Read my in-depth review of Alchemer
7. 

   7

   TeamSupport

   Best for account-level intelligence

   • Free demo available
   • From $45/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   TeamSupport caters to businesses looking to enhance customer interactions by offering a platform that emphasizes collaboration and customer insights. Designed for B2B companies, it helps teams address complex customer needs through features that support communication and data-driven decision-making. By focusing on comprehensive customer support solutions, TeamSupport aims to solve challenges related to customer satisfaction and retention.

   Why I Picked TeamSupport

   I picked TeamSupport for its unique ability to provide account-level intelligence, which is crucial for customer experience management. The platform's Customer Distress Index (CDI) offers a clear view of customer satisfaction, allowing you to prioritize actions and address issues proactively. Additionally, its real-time communication capabilities, such as live chat, ensure your team can engage with customers promptly, enhancing their overall experience.

   TeamSupport Key Features

   In addition to its standout features, TeamSupport offers several other capabilities that enhance customer experience management:

   • Ticket Management System: This feature allows your team to track, manage, and resolve customer issues with advanced automation and customization options.
   • Customer Analytics: Provides deep insights into support operations and customer behavior, helping you understand preferences and patterns.
   • Internal Collaboration Tools: Facilitates smoother communication among team members, ensuring that customer issues are resolved efficiently.
   • AI Capabilities: Supports omnichannel communication and helps in providing tailored recommendations based on customer history.

   TeamSupport Integrations

   Integrations include Salesforce, Microsoft Teams, Mailchimp, HubSpot, Jira, Slack, Google Workspace, Zendesk, Freshdesk, and Zoho CRM.

   Pros and Cons

   Pros:

   • Customizable customer self service hub
   • Real time sentiment insights
   • AI powered ticket automation

   Cons:

   • Limited mobile app functionality
   • Knowledge base lacks configurability
   Learn more about TeamSupport:

   • Check out TeamSupport on their website
   • Read my in-depth review of TeamSupport
8. 

   8

   eDesk

   Best for ecommerce review request filtering

   • Free trial available
   • From $39/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   For businesses in the ecommerce sector looking to improve their customer service experience, eDesk offers a solution with ecommerce review request filtering to help teams manage post-support feedback more effectively. This AI-powered platform centralizes customer communications and automates routine support tasks, making it suitable for teams aiming to improve efficiency and customer satisfaction. By integrating with major marketplaces, eDesk helps businesses manage customer interactions across channels and strengthen customer relationships.

   Why I Picked eDesk

   I picked eDesk for its ecommerce review request filtering, which helps teams manage post-support feedback and control which customers are prompted for reviews. The platform also centralizes customer messages through a unified helpdesk, making it easier to handle conversations across multiple channels. Its automation features handle routine support tasks, allowing teams to focus on more complex customer interactions, while the built-in chatbot provides continuous customer assistance without adding extra workload.

   eDesk Key Features

   In addition to ecommerce review request filtering, eDesk offers:

   • Intelligent Ticket Routing: Automatically assigns customer queries to the most suitable team members, ensuring efficient resolution.
   • Automated Replies: Pre-configured responses to common inquiries help reduce response times and maintain consistency.
   • Powerful Reporting Tools: Offers real-time insights into support operations, helping you identify areas for improvement.

   eDesk Integrations

   Integrations include Amazon, eBay, Shopify, Walmart, Magento, WooCommerce, BigCommerce, Newegg, Allegro, and Cdiscount.

   Pros and Cons

   Pros:

   • AI-powered automations improve response efficiency
   • Saved reply templates speed up customer responses
   • Integrates rich order data for enhanced customer service

   Cons:

   • Reporting and analytics, while present, can be less customizable than more enterprise dashboards
   • Primarily built for ecommerce, less flexible for other industries
   Learn more about eDesk:

   • Check out eDesk on their website
   • Read my in-depth review of eDesk
9. 

   9

   SurveySparrow

   Best for utilizing customer survey feedback

   • Free plan available
   • From $19/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   SurveySparrow is a customer engagement software that's designed to help businesses gather feedback and engage with their customers. It's all about making the process of collecting and analyzing customer feedback a whole lot easier.

   Why I picked SurveySparrow: I included SurveySparrow because their survey software covers a wide range of use cases for CX teams. You can embed their survey bots on your website to extend support or solve common queries, or set up surveys to measure key customer metrics, such as your customer effort score (CES), customer satisfaction score (CSAT), or your transactional or relational net promoter score (NPS). To help you reduce your churn rate, you can also use it to set up a customer exit survey that runs after each customer churn event.

   SurveySparrow Standout Features and Integrations:

   One standout feature for SurveySparrow is its omnichannel approach to collecting customer feedback. SurveySparrow lets you automate closing the feedback loop with personalized workflows to instantly value customers’ responses and pacify your detractors. The omnichannel approach helps you reach your audience through any medium, including via weblink, in-app embedding, email, SMS, or QR code.

   SurveySparrow’s simple UI makes the customer survey creation process enjoyable. You can also combine their survey tool with SurveySparrow’s case management feature to create tickets and efficiently address your customers’ feedback. As a software provider, SurveySparrow is also well-known for providing excellent customer support, too.

   Integrations are available with 180+ software solutions, including Salesforce, Freshdesk, HubSpot, Power BI, Zendesk, MailChimp, Intercom, Slack, Stripe, Zapier, and others. They also offer several APIs, as well as webhooks, to support additional custom integrations as well.

   Pros and Cons

   Pros:

   • Offers mobile-first surveys purpose-built for mobile devices
   • Over 180+ integrations
   • Easy to automate recurring surveys

   Cons:

   • Overlap between their various products is confusing
   • Costly to add extra users ($49/extra user/month) for larger teams
   Learn more about SurveySparrow:

   • Check out SurveySparrow on their website
   • Read my in-depth review of SurveySparrow
10. 

    10

    Survicate

    Best for multi-channel feedback collection

    • 10-day free trial
    • From $114/month (billed annually)

    Visit Website

    Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Survicate is a survey software designed to collect feedback across multiple channels, including email, websites, in-product, and mobile in-app surveys. Its capacity to integrate with a wide array of tools and provide a holistic view of customer insights makes it ideal for businesses looking to understand and act on user feedback.

    Why I picked Survicate: This customer experience management software allows you to choose from different feedback collection options, depending on what works for you and your target audience. It's easy to create surveys that integrate seamlessly with your existing systems, allowing for efficient and consistent data flow from your customers.

    Survicate also provides metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to track and understand customer satisfaction and loyalty. Whether you're looking to gauge customer experience through email, in-product, your website, or mobile apps, you can customize your survey attributes and reach specific customer segments to gather actionable insights.

    Survicate Standout Features and Integrations:

    Standout features include multi-channel surveys that you can set up using an intuitive drag-and-drop creator. The platform also offers NPS, CSAT, and CES metrics to measure and track experiences at all user touchpoints. Moreover, Survicate provides over 400 professional templates for different user research initiatives. You can also automate your feedback collection and access real-time reporting and analysis for a more consistent stream of insights.

    Integrations include Active Campaign, Drip, FullStory, Google Analytics, HubSpot, Klaviyo, Intercom, MailChimp, Microsoft Teams, Slack, Zendesk, and much more.

    Pros and Cons

    Pros:

    • Real-time analysis
    • Many integrations available
    • Ability to edit surveys from a template

    Cons:

    • Learning curve for users wanting to maximize the platform's features
    • Continuous customer responses may be overwhelming to navigate
    Learn more about Survicate:

    • Check out Survicate on their website