As 10 melhores ferramentas de análise da experiência do cliente para 2026

Visão geral das 20 melhores ferramentas de análise da experiência do cliente

1. 

   1

   Unwrap

   Best for understanding customer sentiment

   • 30-day free trial
   • From $2,000/month (billed annually)

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

   

   Unwrap helps you turn the voice of your customers into decisions you can act on by automatically collecting and analyzing feedback from everywhere it lives—so you can understand trends, sentiment, and themes without digging through spreadsheets or siloed tools.

   Why I Picked Unwrap

   I picked Unwrap because its AI-driven feedback analysis directly addresses one of the biggest challenges in customer analytics—making sense of vast amounts of unstructured feedback. The platform’s automated feedback categorization uses advanced natural language processing to organize and surface meaningful sentiment patterns without manual tagging. This capability is especially valuable if your team needs to prioritize product improvements or support responses based on what customers are actually saying.

   Unwrap Key Features

   In addition to its standout capabilities, I also like that Unwrap offers:

   • Alert Systems: Notify your team of new insights as they emerge, ensuring timely responses to customer needs.
   • Customizable Dashboards: Tailor your data visualization to suit your team's specific requirements and focus areas.
   • Real-Time Anomaly Detection: Alerts you when new trends or issues emerge.
   • Feedback Assistant: Offers an interface where you can query your feedback and get answers in natural language.

   Unwrap Integrations

   Integrations include Salesforce, Zendesk, Intercom, Slack, HubSpot, Mailchimp, Google Analytics, Asana, Trello, and Jira.

   Pros and Cons

   Pros:

   • Sentiment analysis helps teams quantify how users feel over time.
   • AI tools surface emerging trends without manually scanning large datasets.
   • Automates categorization of unstructured feedback into meaningful groups with NLP.

   Cons:

   • Feedback taxonomy setup may require extra effort to customize.
   • Occasional gaps in native platform integrations compared to competitors.
   Learn more about Unwrap:

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

   2

   Enterpret

   Best for AI-driven insights

   • Free demo available
   • Pricing upon request

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

   

   Enterpret is a customer analytics tool that uses AI-driven insights to analyze feedback from multiple sources in one place. By pulling data from sources like support tickets, surveys, and reviews, Enterpret helps teams identify recurring issues, customer needs, and trends. This makes it easier for product, support, and CX teams to act on feedback and improve customer experience with clearer direction.

   Why I Picked Enterpret

   I picked Enterpret because of its unique ability to integrate AI-powered insights directly into the customer analytics process. The platform's AI Insights feature lets you query customer feedback and gain contextual insights, which can be a game-changer for understanding underlying trends. Additionally, Enterpret's Real-Time Alerts feature ensures your team is immediately notified of emerging issues, enabling proactive responses. These features help teams analyze customer feedback more quickly and consistently, making it easier to act on what customers are saying.

   Enterpret Key Features

   In addition to AI-driven insights, Enterpret offers:

   • Feedback Centralization: Organizes customer feedback into customizable themes, allowing your team to prioritize insights based on their impact.
   • Automated Actions: Utilizes AI Agents to streamline workflows and resolve customer issues promptly, enhancing operational efficiency.
   • Customer Knowledge Graph: Connects feedback to its impact on customers and products, providing a deeper understanding of customer needs.
   • Workflow Integration: Seamlessly connects with tools like Jira, ensuring actions based on insights are efficiently executed.

   Enterpret Integrations

   Integrations include Jira, Slack, Zendesk, Intercom, Salesforce, HubSpot, Amplitude, Segment, Freshdesk, and Asana.

   Pros and Cons

   Pros:

   • Aggregates customer feedback from multiple sources for comprehensive views
   • Offers customizable dashboards for visualizing feedback metrics
   • Supports automated reporting and proactive alerts via Slack or email

   Cons:

   • AI insights may need human review for context
   • Less useful for teams with low feedback volume
   Learn more about Enterpret:

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

   3

   Chattermill

   Best for unifying customer feedback

   • Free demo available
   • Pricing upon request

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

   

   Chattermill is a customer feedback analytics platform designed to help businesses better understand and act on customer sentiment. It’s particularly well suited to customer-focused teams in industries such as retail, financial services, and travel, where experience and retention are closely tied to feedback quality. By centralizing and analyzing unstructured feedback from surveys, reviews, support tickets, and other channels, Chattermill enables teams to uncover trends, prioritize improvements, and make more informed decisions about the customer journey.

   Why I Picked Chattermill

   I picked Chattermill because of its capabilities in unifying and analyzing customer feedback from diverse sources. Its automatic tagging and AI-generated summaries provide your team with clear and actionable insights, reducing the time spent on manual data analysis. Moreover, Chattermill's trend tracking feature allows you to monitor shifts in customer sentiment, enabling you to proactively address potential issues. This focus on actionable insights makes it a valuable tool for teams looking to enhance their customer experience strategies.

   Chattermill Key Features

   In addition to its core features, I also found several other capabilities that might interest you:

   • Feedback Consolidation: Integrates feedback from surveys, online reviews, and support conversations into a single platform.
   • AI-Driven Insights: Utilizes artificial intelligence to generate summaries and actionable insights from unstructured data.
   • Customizable Dashboards: Offers customizable dashboards that allow your team to visualize and track key metrics.
   • Sentiment Analysis: Provides sentiment analysis to help you understand the emotional tone of customer feedback.

   Chattermill Integrations

   Integrations include Zendesk, Trustpilot, Qualtrics, Salesforce, Slack, Intercom, HubSpot, Medallia, SurveyMonkey, and Typeform.

   Pros and Cons

   Pros:

   • Industry specific sentiment models
   • AI powered theme tagging
   • Real time sentiment tracking

   Cons:

   • May require enterprise onboarding
   • Pricing not publicly available
   Learn more about Chattermill:

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

   4

   Verint

   Best for linking CX trends to workforce data

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:3.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

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   Verint is an enterprise customer experience analytics platform that captures feedback across voice, digital, and survey channels and analyzes it through speech analytics, text analytics, and AI-powered insight tools.

   Who Is Verint Best For?

   Verint is a strong fit for large enterprises that need to connect contact center, voice, and digital CX data within a single analytics environment.

   Why I Picked Verint

   I picked Verint as one of the best because it's one of the few platforms that pulls contact center interaction data, digital behavioral signals, and workforce performance metrics into a single analytics environment. What I find genuinely useful is how Speech Analytics can surface churn signals and compliance risks from recorded calls, while CX Intelligence's Trending Topics automatically identifies emerging call drivers without requiring any pre-built categories. That combination means you're not just tracking NPS scores in isolation—you're seeing exactly which workforce behaviors and conversation patterns are moving the needle on CX outcomes.

   Verint Key Features

   • Post-call IVR survey linking: Verint Voice Survey collects responses through post-call IVR surveys and connects each response directly to its call recording.
   • Session replay with interaction mapping: Captures clicks, taps, scrolls, and form interactions during digital sessions and links them to individual survey responses.
   • AI Tags for topic flagging: Uses prompt-driven categorization to flag specific topics—like churn signals or compliance risks—across recorded interactions.
   • CX Data Hub for data unification: Consolidates interaction, experience, and workforce performance data in one place, and can ingest or enrich data from outside sources including existing data lakes, CRM, and BI tools.

   Verint Integrations

   Verint offers more than 500 marketplace application connectors across 300 vendors, including Salesforce, Microsoft, Workday, and ServiceNow. Its CX Data Hub supports external data ingestion, while an API Gateway and API library support custom integrations.

   Pros and Cons

   Pros:

   • Connects survey feedback to digital session replay
   • Finds emerging call drivers without preset categories
   • Links CX trends with workforce performance

   Cons:

   • In-app reports can feel plain and limited
   • Customer-level behavioral segmentation isn't documented
   Learn more about Verint:

   • Check out Verint on their website
5. 

   5

   Klaviyo

   Best for real-time data activation

   • Free plan + 30-day free trial + free demo available
   • From $25/month

   Visit Website

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

   

   Klaviyo gives you a way to turn the customer data you’re already collecting into clear insights about buying behavior, lifecycle progression, and campaign performance so you can make better decisions without juggling separate analytics tools. It’s geared toward B2C marketers and ecommerce owners who want to understand and act on what customers do across channels like email, SMS, and ads, helping you tailor your outreach based on actual behavior and journey trends.

   Why I Picked Klaviyo

   I picked Klaviyo because of its real-time data unification and activation capabilities, which are pivotal for businesses looking to leverage customer analytics. The platform's advanced segmentation tools allow you to categorize customers based on behavioral and transactional data, providing a deeper understanding of customer needs. Additionally, Klaviyo's AI-driven insights help predict future trends, enabling your team to make informed decisions that enhance customer engagement and satisfaction.

   Klaviyo Key Features

   In addition to its real-time data capabilities, Klaviyo offers several other features:

   • Omnichannel Marketing: This feature allows you to engage with customers across various platforms, ensuring consistent messaging and improved customer experiences.
   • Email and SMS Marketing: Klaviyo provides tools for creating targeted email and SMS campaigns, helping you reach customers with personalized messages.
   • Customer Profiles: You can create detailed customer profiles, integrating data from multiple sources to gain a comprehensive view of customer interactions.
   • Attribution Reporting: Track how different campaigns and flows contribute to conversions and revenue across channels.

   Klaviyo Integrations

   Integrations include Shopify, Magento, WooCommerce, BigCommerce, Salesforce, Stripe, Facebook, Instagram, Google Ads, and Zendesk.

   Pros and Cons

   Pros:

   • Supports omnichannel marketing, including email, SMS, and social media.
   • Provides AI-driven insights for personalized marketing strategies.
   • Offers comprehensive data integration for unified customer profiles.

   Cons:

   • Pricing can escalate quickly as contact lists grow.
   • Some users desire more customization options.
   Learn more about Klaviyo:

   • Check out Klaviyo on their website
6. 

   6

   TeamSupport

   Best for B2B support environments

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

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

   

   TeamSupport is a B2B customer support platform built for companies managing complex service environments. It combines ticket automation, workflow management, and built-in customer data tracking to help support teams coordinate across accounts and resolve issues efficiently. With native CRM integrations and an open API for custom connections, it gives teams clear visibility into customer history, active cases, and performance metrics so they can manage support at scale.

   Why I Picked TeamSupport

   I picked TeamSupport because of its focus on enhancing team collaboration through customer analytics. Its centralized hub for customer interactions allows you to maintain a comprehensive view of customer history, which is crucial for analytics. Additionally, the platform's AI capabilities, such as ticket summarization and intelligent assistance, provide actionable insights into customer interactions, helping you identify trends and areas for improvement. These features align perfectly with the needs of businesses seeking to optimize their customer support operations through analytics.

   TeamSupport Key Features

   In addition to its collaboration and AI features, TeamSupport offers several other functionalities that make it a strong candidate for customer analytics:

   • Internal Chat: Facilitates seamless communication within your support team to address customer issues more efficiently.
   • Collision Detection: Prevents multiple agents from working on the same ticket simultaneously, ensuring a streamlined support process.
   • Ticket Assignment Rules: Allows you to automate the distribution of support tickets based on predefined criteria, optimizing team workload.
   • Reporting Tools: Provides actionable insights into support metrics, helping you track performance and identify areas for improvement.

   TeamSupport Integrations

   Integrations include Salesforce, HubSpot, Microsoft Teams, SAP Sales and Service Clouds, Jira, and MailChimp. An open API is available for custom integrations.

   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
7. 

   7

   Velaris

   Best for understanding health of customer portfolios

   • Free demo available
   • Pricing upon request

   Visit Website

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

   

   Velaris empowers your team with AI-driven insights to transform customer interactions into strategic opportunities. Designed for customer success leaders, sales teams, and executives, Velaris integrates with over 70 applications to provide a seamless view of customer data and health, enabling proactive engagement and decision-making. By predicting churn and automating low-value tasks, it allows you to focus on crafting personalized journeys and fostering lasting relationships without increasing your workload.

   Why I Picked Velaris

   I picked Velaris because it excels in providing a comprehensive understanding of customer portfolios through its AI-driven health monitoring and customizable health scores. This feature allows your team to proactively manage customer relationships by identifying at-risk accounts and addressing potential issues before they escalate. Additionally, Velaris offers real-time dashboards that centralize customer data, giving you a 360-degree view that supports strategic decision-making. By automating routine tasks, Velaris frees up your resources to focus on nurturing valuable customer interactions, making it an ideal choice for those seeking to enhance customer experience analytics.

   Velaris Key Features

   In addition to its strengths in understanding the health of customer portfolios, Velaris offers a suite of features designed to enhance your team's customer experience analytics capabilities.

   • Customer 360 View: This feature provides a comprehensive overview of customer accounts, consolidating information for easy access and pipeline management.
   • Sentiment Analysis: Utilizing AI, this feature assesses customer sentiment and identifies common issues, providing insights into customer interactions.
   • Custom Objects: Allows you to create custom data fields for complex processes, offering flexibility in managing unique business needs.
   • Collaboration Tools: Facilitates customer interactions through a dedicated portal, enhancing communication and engagement with clients.

   Velaris Integrations

   Integrations include Hubspot, Intercom, and over 70 other native tools. Velaris also supports custom integrations to align with your business needs.

   Pros and Cons

   Pros:

   • Customizable dashboards allow tailored data visualization
   • Good customer data aggregation
   • Advanced analytics and success plans powered by AI

   Cons:

   • Integration effectiveness varies depending on existing systems
   • Lack of sufficient user feedback for comprehensive evaluation
   Learn more about Velaris:

   • Check out Velaris on their website
8. 

   8

   InMoment

   Best tool with a smart summary generator

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   InMoment is a customer experience analytics platform that ingests feedback from surveys, calls, reviews, and digital channels, and applies AI-driven text analytics, sentiment analysis, and predictive modeling to surface actionable insights.

   Who Is InMoment Best For?

   InMoment is a strong fit for enterprise CX and VoC teams that need to pull feedback from dozens of sources and quickly surface themes without drowning in raw data.

   Why I Picked InMoment

   InMoment earns its spot on my shortlist because its Smart Summaries feature does something genuinely useful: it takes hundreds of raw feedback comments and collapses them into plain-language summaries, cutting analysis time by 75%. I also love that each summary links back to the source comments, so I can verify what the AI surfaced rather than just trusting it. Paired with Lexalytics-powered text analytics that detects intent, effort, and emotion across 26 languages, InMoment turns massive feedback volume into something a VoC team can actually act on.

   InMoment Key Features

   • Multi-channel data ingestion: Pulls feedback from surveys, calls, chat, email, IVR, reviews, social media, and CRM data into a single platform.
   • Conversational Intelligence: Transcribes and analyzes calls, chats, and email threads, then generates AI summaries and agent scorecards for quality tracking.
   • Impact Prediction: Models which CX factors drive NPS, CSAT, and CES scores, and simulates how specific improvements could affect business outcomes.
   • Closed-loop case management: Assigns, tracks, and resolves customer issues with AI-drafted responses, and integrates with Salesforce, Zendesk, and Microsoft Dynamics.

   InMoment Integrations

   InMoment offers documented integrations with Salesforce, Zendesk, Microsoft Dynamics, Power BI, Tableau, Databricks, Shopify, Stripe, Google, and Trustpilot. It also supports REST APIs and webhooks for custom integrations.

   Pros and Cons

   Pros:

   • Multi-channel insights support enterprise VoC programs
   • Strong sentiment, intent, effort, and emotion detection
   • Smart summaries reduce manual feedback analysis

   Cons:

   • Advanced AI capabilities require additional packages
   • Complex filtering slows detailed feedback exploration
   Learn more about InMoment:

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

   9

   Amplitude

   Best for ecommerce cart abandonment analysis

   • Free plan + free demo available
   • Pricing upon request

   Visit Website

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

   

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   Amplitude is a behavioral and digital analytics platform that combines funnel analysis, journey mapping, session replay, AI-powered feedback aggregation, and predictive analytics to surface how users move through your product or ecommerce experience.

   Who Is Amplitude Best For?

   Amplitude is a strong fit for ecommerce and product-led teams that want to connect behavioral data, cart analysis, and predictive insights in one place.

   Why I Picked Amplitude

   I picked Amplitude as one of the best because its Cart Analysis feature goes deeper than standard funnel reporting. It breaks down abandonment by SKU, category, brand, and price, so you can see exactly which products are losing customers and at what basket size. I also love how Journeys maps the paths of users who converted versus those who dropped off, making it easy to spot where cart friction actually starts.

   Amplitude Key Features

   • AI Feedback aggregation: Pulls in reviews, support tickets, surveys, and social media posts into a single dashboard, linking feedback themes to in-product behavior.
   • Predictive cohorts: Groups users by their likelihood to convert, churn, or purchase using a transformer-based model trained on hundreds of behavioral signals.
   • Guides and surveys: Triggers NPS, microsurveys, and visitor feedback forms based on user behavior, with controls to limit how often individual users see them.
   • Behavioral benchmarks: Compares your acquisition, activation, and retention metrics against anonymized data from over 2,600 companies across 17 industries and 102 countries.

   Amplitude Integrations

   Amplitude offers native integrations with Zendesk, Intercom, Freshdesk, Salesforce, Snowflake, BigQuery, Segment, Qualtrics, and Sprig. Its Profile API, Behavioral Cohorts API, and data access APIs support custom integrations.

   Pros and Cons

   Pros:

   • Predictive cohorts support retention targeting
   • Journey maps expose conversion friction
   • Cart analysis pinpoints product-level abandonment

   Cons:

   • Feedback analysis lacks native speech analytics
   • Advanced reports require substantial instrumentation expertise
   Learn more about Amplitude:

   • Check out Amplitude on their website
10. 

    10

    Gainsight

    Best for NLP-driven voice of customer analysis

    • 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.

    

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    Gainsight is a customer success and experience analytics platform that combines NLP-driven feedback analysis, health scoring, predictive churn modeling, and product behavioral analytics across a unified customer data platform.

    Who Is Gainsight Best For?

    Gainsight is a strong fit for B2B SaaS customer success teams that need to turn survey responses, support conversations, and product usage data into clear retention and expansion signals.

    Why I Picked Gainsight

    I picked Gainsight as one of the best because its proprietary NLP engine goes deeper than most feedback tools, scoring sentiment from −10 to +10 while accounting for negation, sarcasm, and mixed signals in open-text responses. Its Impact Analyzer connects those sentiment patterns directly to NPS, CSAT, and renewal outcomes, so you can see which topics are actually driving churn. Staircase AI adds real-time conversation intelligence across emails, tickets, and meetings, surfacing risk signals before they become losses.

    Gainsight Key Features

    • Customer 360: A unified account view that surfaces health scores, product usage, support history, renewal data, and stakeholder maps in one place.
    • Digital orchestration: Automates customer journeys by combining emails, in-app guides, surveys, and human touchpoints, with AI suggesting timing and content.
    • Pre-built AI agents: Risk, handoff, and expansion agents that surface signals and recommend next-best actions tied to retention and revenue outcomes.
    • In-app surveys: Deploys targeted CSAT, NPS, and CES surveys directly inside your product on web, mobile, and desktop with real-time feedback tracking.

    Gainsight Integrations

    Gainsight’s integrations marketplace includes Salesforce, Zendesk, Intercom, Snowflake, BigQuery, Redshift, Gong, Zoom, Slack, and Productboard. It also supports data connectivity through Fivetran and Segment.

    Pros and Cons

    Pros:

    • Product analytics links behavior with retention
    • Conversation signals surface churn risk early
    • NLP connects sentiment to renewal outcomes

    Cons:

    • Complex administration slows broad team adoption
    • English translation limits multilingual feedback analysis
    Learn more about Gainsight:

    • Check out Gainsight on their website