12 Best Customer Experience Automation Platforms Shortlist
After assessing countless tools, I've handpicked the top 12 Customer Experience Automation Platforms to address your business needs and gaps.
- Medallia - Best for robust customer feedback management
- Leaptree - Best for call center quality assurance
- Ushur - Best for intelligent process automation
- Qualtrics - Best for integrating customer service data
- ActiveCampaign - Best for email marketing automation
- Intercom - Best for live chat automation
- Braze - Best for personalized messaging at scale
- Helpshift - Best for in-app customer support
- Customer 360 - Best for all-round Salesforce integration
- HubSpot - Best for comprehensive customer service automation
- Freshdesk - Best for multi-channel support management
- Segment - Best for data-driven customer insights
In the rapidly evolving world of customer service experience, the compelling aspect of a Customer Experience Automation Platform is its ability to enhance the user experience by providing self-service options, reducing churn, and boosting customer loyalty. It utilizes templates for accessible communication and leverages advanced routing features to ensure your customers are always connected to the right help desk agent. Furthermore, with built-in CSAT tools, these platforms offer valuable insights into the efficacy of your customer service efforts.
Managing customer service can take a lot of work. I've been through it myself. It can be frustrating when communication channels don't connect, tasks take too long to complete, and you need more information about your customers. This platform addresses these issues and helps you offer the best customer experience, which can lead to business growth. I've compiled a list of valuable options to help you choose the right tools for your needs.
What is a Customer Experience Automation Platform?
A Customer Experience Automation Platform is an advanced solution enabling businesses to automate and streamline customer interactions across various channels. Utilizing technologies such as AI, machine learning, and sophisticated analytics, these platforms can anticipate customer needs, deliver personalized communication, and augment customer service efficiency.
Customer Experience Automation Platform is a powerful tool that can change how you interact with your customers. It's a single SaaS solution that combines various functions such as contact center management, help desk support, API integrations, and sophisticated metrics systems. Leveraging such a platform can streamline the support team's operations and automate essential tasks like follow-ups, feedback collection, and sentiment analysis.
Overview of the 12 Best Customer Experience Automation Platforms
1. Medallia - Best for robust customer feedback management
Medallia is a renowned name in the customer experience tool management domain, focusing on maximizing the value of customer feedback. It helps businesses collect and analyze feedback from multiple channels, allowing for a more comprehensive understanding of customer needs and expectations, thereby justifying its label as best for robust customer feedback management.
Why I Picked Medallia:
I chose Medallia for its outstanding reputation in customer experience management and its comprehensive tools for handling feedback. In my analysis, it stood out due to its capacity to collect customer insights from various touchpoints, making it best for managing a wealth of customer feedback. This capability allows businesses to measure, understand, and improve customer experiences effectively.
Standout features & integrations:
Medallia’s key features include omnichannel feedback collection, real-time analytics, and personalized customer journey mapping. These tools allow businesses to make data-driven decisions, enhancing customer satisfaction. Furthermore, Medallia integrates well with several prominent software solutions, including Salesforce, Adobe, and Microsoft, enabling seamless data flow and increased operational efficiency.
Pricing:
Pricing for Medallia starts at $100/user/month. This cost covers the basic features, but more advanced tools and capabilities come at a higher price tier.
Pros:
- Efficient collection of feedback across multiple channels.
- Powerful real-time analytics.
- Smooth integration with popular software platforms.
Cons:
- The starting price point may be high for small businesses.
- Advanced features require a higher pricing tier.
- Steeper learning curve compared to some other platforms.
2. Leaptree - Best for call center quality assurance
Leaptree is a dynamic solution that elevates call center performance by focusing on quality assurance. It enables businesses to evaluate and improve call center operations using robust tools. This distinctive focus makes it a top choice for companies looking to enhance their call center quality assurance processes.
Why I Picked Leaptree:
I selected Leaptree due to its comprehensive approach toward call center quality assurance. While evaluating various platforms, Leaptree's standout features, like call evaluation and agent performance tracking, set it apart. Given its focus on call center operations, it's best for businesses aiming to refine these processes and ensure top-notch customer interactions.
Standout features & integrations:
Leaptree provides essential features such as performance evaluations, data analytics, and agent coaching tools. This helps monitor and improve the performance of call center agents. It integrates seamlessly with prominent CRM platforms like Salesforce, allowing data to flow smoothly across systems and drive process efficiency.
Pricing:
Pricing for Leaptree begins from $30/user/month (minimum ten seats), covering essential features. For advanced capabilities, higher-priced plans are available.
Pros:
- Strong focus on call center quality assurance.
- Useful coaching tools for performance improvement.
- Seamless integration with CRM platforms like Salesforce.
Cons:
- A minimum of 10 seats are required for subscription.
- Higher-priced tiers for advanced features.
- May not cater to non-call center customer service channels.
3. Ushur - Best for intelligent process automation
Ushur is a forward-thinking customer experience automation platform focused on intelligent process automation. It offers businesses a smart way to automate customer interactions, streamlining operations and enhancing customer service, making it best for those looking for intelligent process automation.
Why I Picked Ushur:
In my selection process, Ushur stood out due to its unique application of artificial intelligence in automating processes. Its ability to intelligently manage and optimize customer service workflows while improving customer engagement makes it an excellent choice. Thus, I found it to be the best for intelligent process automation.
Standout features & integrations:
Ushur's key features revolve around intelligent process automation, with tools for automating workflows, chatbots, and email response systems. Furthermore, Ushur provides an array of integrations with other software like Salesforce, ServiceNow, and more, making it easier to consolidate customer data and automate processes across multiple systems.
Pricing:
Pricing for Ushur begins from $50/user/month (billed annually), providing access to their standard automation features. More complex tools are available at higher pricing tiers.
Pros:
- Powerful intelligent process automation tools.
- Integrations with major software platforms.
- AI-driven customer service operations.
Cons:
- Higher pricing tiers for advanced features.
- Pricing is billed annually.
- It may require technical expertise to leverage features fully.
4. Qualtrics - Best for integrating customer service data
Qualtrics is a versatile customer experience automation platform that empowers businesses to collect, analyze, and act on customer feedback. It is an exceptional choice for companies aiming to gain deep insights from integrated customer service data.
Why I Picked Qualtrics:
I chose Qualtrics because of its ability to integrate multiple data streams. It amalgamates different customer service data sources, enabling a comprehensive understanding of customer sentiment. It is the best for companies who need to consolidate their customer service data for better decision-making.
Standout features & integrations:
Qualtrics boasts powerful features for data collection, analysis, and action triggering based on insights. Its intelligent analytics tool lets you dive deep into data for meaningful conclusions. Regarding integrations, Qualtrics fits neatly into your tech stack with its support for various platforms, including Salesforce, Adobe, and Microsoft Dynamics.
Pricing:
Qualtrics has a starting price of $40/user/month. This includes essential data integration and analysis features. Additional functionality comes at a higher cost.
Pros:
- Comprehensive data integration capabilities.
- In-depth analytics for actionable insights. Regarding integrations, Qualtrics fits neatly into your tech stack with its support for various.
- A broad range of supported integrations.
Cons:
- Advanced features are available at a higher price.
- The learning curve can be steep for new users.
- Additional costs for premium integrations.
5. ActiveCampaign - Best for email marketing automation
ActiveCampaign offers a rich blend of email marketing, sales automation, and CRM (Customer Relationship Management) functionalities. Known for its robust email marketing capabilities, it allows businesses to create, customize, and distribute marketing campaigns, making it an excellent choice for email marketing automation.
Why I Picked ActiveCampaign:
I chose ActiveCampaign for its focus on email marketing automation. It provides an intuitive and detailed approach to designing and implementing email campaigns compared to other platforms. Thanks to its diverse set of email-oriented features, I have determined it's best for businesses that rely heavily on email marketing to communicate with customers and leads.
Standout features & integrations:
ActiveCampaign stands out with features like its dynamic content and segmentation abilities, which help tailor the message for individual recipients. The automation builder simplifies the creation of intricate marketing workflows. As for integrations, ActiveCampaign meshes well with many tools, including Shopify, WordPress, and Zapier, allowing businesses to create a streamlined workflow.
Pricing:
ActiveCampaign's pricing starts from $15/user/month (billed annually), which includes the basic email marketing automation capabilities.
Pros:
- Comprehensive email marketing capabilities.
- User-friendly interface with easy setup.
- Extensive library of integrations.
Cons:
- Advanced automation features require higher-priced plans.
- There are no built-in video tutorials for learning.
- Reporting tools could offer more depth.
6. Intercom - Best for live chat automation
Intercom is a customer communication platform that streamlines interactions through live chat, product tours, and customer engagement tools. Given its robust live chat automation features, Intercom has become a go-to tool for businesses looking to automate their customer service efforts, particularly in real-time communication.
Why I Picked Intercom:
I chose Intercom primarily for its advanced live chat automation capabilities. It stood out from the other tools due to its ability to automate personalized responses and conversations, enhancing customer support efficiency. It's ideal for businesses that require rapid, real-time interaction with their customers or prospects.
Standout features & integrations:
Intercom shines with its rich automation features, enabling businesses to create personalized chatbots to interact with customers. It also features robust customer segmentation and targeting. In terms of integrations, Intercom syncs effectively with several popular platforms, such as Slack, HubSpot, and Shopify, which can help create a more cohesive business workflow.
Pricing:
Intercom pricing starts at $39/user/month, making it a slightly more premium option for businesses.
Pros:
- Excellent live chat automation features.
- Easy to install and set up.
- Integrates well with other platforms.
Cons:
- It can get expensive with more add-ons.
- Limited customizability in chat designs.
- The mobile app could use improvements.
7. Braze - Best for personalized messaging at scale
Braze is a comprehensive customer engagement platform that aids businesses in crafting personalized messaging experiences across different channels. With a specific focus on large-scale campaigns, Braze has become a trusted partner for companies looking to streamline and personalize their communication at scale.
Why I Picked Braze:
Braze caught my attention with its unique ability to facilitate personalized messaging on a large scale. Its ability to manage and deliver personalized experiences across multiple channels made it stand out. Thus, Braze is ideal for businesses that aim to provide customized messages to a large audience.
Standout features & integrations:
Braze has many standout features, such as its user-friendly campaign builder and real-time data synchronization, which facilitate personalized messaging. It also offers a 'Currents' feature for high-speed data exporting. As for integrations, Braze integrates well with analytics platforms like Amplitude and Mixpanel, enhancing data-driven decision-making processes.
Pricing:
The pricing for Braze is available upon request, making it necessary for potential customers to contact the company for an accurate quote.
Pros:
- Offers robust tools for personalized messaging.
- Integrates well with various data analytics platforms.
- Real-time data synchronization allows for more timely actions.
Cons:
- Pricing is not transparent.
- It might be complex for beginners.
- Limited functionality in the free version.
8. Helpshift - Best for in-app customer support
Helpshift is a digital customer service platform that specializes in providing in-app support. By enabling businesses to offer immediate, direct support within their applications, Helpshift enhances the customer experience and resolves issues more efficiently, making it a prime choice for in-app customer support.
Why I Picked Helpshift:
I chose Helpshift due to its specialized focus on in-app support. In the sea of customer support tools, it stands out with its robust in-app functionality, and as I compared and judged different platforms, I felt Helpshift had a clear advantage for this specific use case.
Standout features & integrations:
Helpshift offers several notable features, including an AI-powered support bot and in-app messaging capabilities, which can significantly improve customer service efficiency. Regarding integrations, Helpshift works seamlessly with CRM platforms like Salesforce and analytics tools like Looker, aiding in data-driven decision-making and customer relationship management.
Pricing:
Pricing for Helpshift starts from $150 per agent per month. This pricing assumes a minimum of three agents (minimum of three seats).
Pros:
- Offers specialized in-app support.
- AI-powered support bot enhances efficiency.
- Integrates with major CRM and analytics platforms.
Cons:
- Pricing can be high for small businesses.
- Requires a minimum of three agents.
- Limited functionality outside of in-app support.
9. Customer 360 - Best for all-round Salesforce integration
Customer 360 is a product from Salesforce that offers businesses a unified customer profile, which can be used to create seamless, personalized customer experiences across all touchpoints. Given its robust integration capabilities with other Salesforce products, Customer 360 is the best tool for all-around Salesforce integration.
Why I Picked Customer 360:
I selected Customer 360 for its unparalleled integration capabilities within the Salesforce ecosystem. While comparing and judging different tools, the fact that Customer 360 is a Salesforce product gives it an inherent edge in integrating with other Salesforce offerings, making it stand out from the rest.
Standout features & integrations:
Customer 360 provides a range of valuable features like AI-powered insights, data management capabilities, and cross-channel customer engagement. As a Salesforce product, it integrates flawlessly with other Salesforce services, such as Sales Cloud, Service Cloud, and Marketing Cloud, providing a comprehensive view of customer data and interactions.
Pricing:
Pricing for Customer 360 is available upon request from Salesforce. This tool does not have a public list price, requiring potential users to contact Salesforce directly for a personalized quote.
Pros:
- Seamless integration with other Salesforce products.
- Offers a unified view of customer data.
- Provides AI-powered insights.
Cons:
- Pricing information is not readily available.
- It might be overly complex for small businesses.
- Dependence on the Salesforce ecosystem may limit integration with non-Salesforce tools.
10. HubSpot - Best for comprehensive customer service automation
HubSpot Service Hub provides an all-in-one customer service platform that empowers businesses to connect with customers, exceed their expectations, and turn them into company promoters. It's particularly potent for customer service automation due to its extensive suite of automation tools.
Why I Picked HubSpot:
I picked HubSpot for its holistic approach to customer service automation. I found HubSpot's comprehensive range of automated customer service tools outstanding when assessing various platforms. Their commitment to providing an all-in-one platform and their emphasis on creating meaningful customer interactions made them a clear choice. I believe HubSpot is best for comprehensive customer service automation due to its extensive automation capabilities.
Standout features & integrations:
HubSpot Service Hub offers robust features such as ticketing, automation, knowledge base creation, and customer feedback surveys. The platform's ability to automate responses, assign tickets, and prioritize tasks based on set criteria is particularly noteworthy. HubSpot's integration capabilities are extensive, offering connections to tools like Slack, Gmail, and various CRM platforms designed to enhance workflow and boost productivity.
Pricing:
Pricing for HubSpot Service Hub starts from $50/user/month, making it a competitive option for businesses looking to automate their customer service on a comprehensive scale.
Pros:
- Provides a broad suite of automation tools.
- Seamless integration with numerous tools and CRM platforms.
- Robust ticketing and customer feedback systems.
Cons:
- Pricing may be high for smaller businesses.
- The all-in-one nature might lead to unused features.
- Dependency on the HubSpot ecosystem may limit flexibility.
11. Freshdesk - Best for multi-channel support management
Freshdesk is a customer support software that enables businesses to streamline their support across multiple channels like email, phone, social media, and more. Its strength lies in consolidating customer conversations from different channels into a single interface, which justifies it being the best for multi-channel support management.
Why I Picked Freshdesk:
Due to its robust multi-channel management capabilities, I was drawn to Freshdesk in making my selections. Among the options I compared, Freshdesk stood out with its intuitive design and ease of handling customer interactions across various channels. For businesses seeking an efficient way to manage multi-channel support, Freshdesk serves as an optimal tool.
Standout features & integrations:
Notable features of Freshdesk include a unified inbox for all customer communications, automation capabilities for routine tasks, and robust ticketing. Furthermore, the platform's ability to seamlessly integrate with various apps, including CRM systems like Zoho CRM and Salesforce, project management tools like Trello and Asana, and communication tools like Slack and Teams, provides a well-rounded support management ecosystem.
Pricing:
Freshdesk offers a variety of plans, starting from $15/user/month. It provides options for various business needs and scales with a manageable initial investment.
Pros:
- Excellent multi-channel support.
- Solid range of integrations with essential business tools.
- Robust automation for routine tasks.
Cons:
- The interface might be overwhelming for new users.
- Advanced features require higher-tier plans.
- Customization capabilities could be better.
12. Segment - Best for data-driven customer insights
Segment is a customer data platform that helps businesses capture, organize, and activate customer data. It effectively consolidates data from multiple sources and enables you to gain valuable insights about your customers, which supports my view of it being the best for data-driven customer insights.
Why I Picked Segment:
I selected Segment for its unique ability to provide a comprehensive, data-centric view of the customer journey. Its exceptional ability to consolidate varied data points into a unified view gives it an edge over many other tools in the market. Segment is the superior choice for companies striving to better understand their customers through data.
Standout features & integrations:
Segment offers robust features like real-time data collection, user tracking, and governance. It allows businesses to collect, clean, and control their customer data in one place. With integrations spanning analytics tools like Google Analytics, Amplitude, and Mixpanel to marketing automation platforms like Mailchimp and Marketo, Segment ensures seamless data transfer and utilization.
Pricing:
Segment pricing starts from $120/month and is based on the number of tracked users MTUs (monthly tracked users). It allows businesses to choose a plan that fits their needs and data volume.
Pros:
- Comprehensive data collection and management.
- Real-time data tracking and insights.
- Wide range of integrations with essential business tools.
Cons:
- Pricing can get high for large businesses with an increased number of MTUs.
- Requires some technical knowledge to use effectively.
- Setup and configuration can be complex for beginners.
Other Noteworthy Customer Experience Automation Platforms
- FiCustomer Experience Automation Platform - Good for automating customer journey mapping and interaction tracking
- Linc - Good for real-time customer engagement through AI-driven automation
- InMoment - Good for gathering and analyzing customer feedback across multiple channels
- Iterable - Good for multi-channel user engagement with robust segmentation capabilities
- Emarsys - Good for omnichannel marketing automation and personalization
- Gainsight - Good for enhancing customer retention through proactive customer success management
- Pipedrive - Good for managing and optimizing sales processes with a visually intuitive pipeline
- Satmetrix - Good for measuring and improving Net Promoter Score (NPS) across the customer lifecycle
- Chattermill - Good for harnessing AI to interpret customer feedback at scale
- Kustomer - Good for leveraging AI for efficient customer service and support
- Freshchat - Good for interactive customer engagement with live chat capabilities
- Sprinklr - Good for managing customer conversations across channels with AI assistance
- Dixa - Good for providing customer-centric experiences through a unified support platform
- Pendo - Good for improving product experience with data-driven insights and guidance
Selection Criteria for Choosing Customer Experience Automation Platform
When choosing a customer experience automation platform, several factors come into play. As someone who has tested and researched multiple tools in this arena, I've found that some critical criteria significantly affect these platforms' overall effectiveness and usability.
Core Functionality:
Customer experience automation platforms should ideally enable you to:
- Track and map customer journeys across multiple touchpoints.
- Automate responses and actions based on specific customer behaviors.
- Gather, analyze, and act upon customer feedback.
- Provide proactive customer service based on predictive analysis.
Key Features:
While various features can enhance a platform's capabilities, here are the key elements that I think are essential for a customer experience automation platform:
- Omnichannel Capability: The platform should support interactions across all customer channels—email, social media, live chat, or phone calls.
- AI-Powered Automation: Use of artificial intelligence to automate routine tasks, predict customer behavior, and provide real-time support.
- Real-Time Analytics: A robust analytics suite that provides real-time insights and data on customer interactions and sentiments.
- Personalization Tools: Features that enable highly personalized communication and marketing based on individual customer data.
Usability:
Since customer experience platforms tend to be complex, usability is crucial. Here's what to look for:
- Intuitive Interface: The platform should have a clean, straightforward dashboard that presents data clearly and allows easy navigation.
- Easy Integration: It should easily integrate with other tools used in your business, like CRM or marketing software.
- Training and Support: The provider should offer comprehensive training materials and responsive customer support to resolve issues quickly.
- Scalability: As your business grows, the platform should be able to scale and adapt to increased customer interactions and data.
Most Common Questions Regarding Customer Experience Automation Platforms (FAQs)
What are the benefits of using a customer experience automation platform?
Customer experience automation platforms offer several benefits, including:
- Efficiency: They automate routine tasks, allowing your team members to focus on more strategic initiatives.
- Consistency: Automation ensures consistent responses and actions across all customer touchpoints, improving the overall customer experience.
- Personalization: These platforms enable highly personalized communication based on individual customer data, enhancing customer engagement and satisfaction.
- Insights: They provide robust analytics and insights on customer behavior, preferences, and sentiment, helping businesses make data-driven decisions.
- Scalability: As your customer base grows, automation platforms can scale to handle increased interactions and data.
How much do customer experience automation platforms typically cost?
The cost of these platforms can vary significantly based on features, your business size, and your specific needs. Some platforms start as low as $10/user/month, while others can cost several hundred dollars per user per month.
What are the pricing models for customer experience automation platforms?
Most platforms use a subscription-based pricing model, often billed annually. The cost typically scales based on the number of users and the extent of features required. Some platforms also offer volume discounts for larger businesses.
What is the typical range of pricing for these platforms?
Pricing for these platforms can range from around $10/user/month to upwards of $300/user/month. I'd like to point out that understanding what features are included at each pricing tier is essential to ensure they fit your needs.
What is the cheapest customer experience automation software?
While pricing varies, platforms like Freshdesk offer packages that start at around $15/user/month, making it one of the more affordable options.
What is the most expensive customer experience automation software?
Higher-end platforms such as Sprinklr can cost several hundred dollars per user per month, depending on the features and services required.
Are there any free customer experience automation tools available?
While most platforms do not offer a completely free plan, many provide a free trial period or a fundamental free tier. However, these typically have limited features and are best used for small businesses or trial purposes before upgrading to a paid plan.
More Customer Experience Automation Platform-Related Reviews
- Customer Messaging Platforms
- Customer Experience Management Software
- Customer Service Ticket System
- Customer Engagement Platforms
Summary
To summarize, selecting the right Customer Experience Automation Platform requires a clear understanding of your unique needs and the features and functionalities of the various tools available. It’s essential to consider each tool's core functionality, key features, and usability about your specific use case.
Key takeaways:
- Understand Your Needs: Before comparing tools, clarify what you need in a Customer Experience Automation Platform. This could range from managing multi-channel customer interactions to gaining data-driven customer insights. Once you've defined your requirements, picking a tool that offers the right mix of features and functionalities becomes easier.
- Comprehensive Evaluation: Don't limit your evaluation to just features. Usability plays a crucial role in how effectively you can leverage the tool. Look for aspects such as the intuitiveness of the interface, ease of onboarding, and the quality of customer support.
- Pricing Considerations: Pricing models vary significantly across different platforms, with factors like the number of users, specific features, and whether it's billed monthly or annually playing a role. Please understand the complete pricing structure and ensure it aligns with your budget while fulfilling your needs.
What do you think?
This guide has been helpful in your quest for the ideal Customer Experience Automation Platform. However, the tech world is vast and dynamic, and I might have missed some noteworthy tools. If any platforms you believe deserve a spot on this list, please do not hesitate to share your suggestions. Your input can help us and other readers make more informed choices. Thank you!