22 Best Customer Experience Management Software Of 2023: Reviewed & Compared

UserGuiding is a product walkthrough and user onboarding software designed to facilitate the creation of interactive product walkthroughs and user onboarding processes. It stands out for its code-free approach, allowing companies to design and implement onboarding experiences without the need for technical programming skills, which is a significant advantage for businesses looking to onboard users efficiently.

UserGuiding provides a comprehensive suite of features that facilitate the collection of user insights through NPS surveys, micro-surveys and in-app surveys. These can collect feedback from the customer and display the resulting data in real time within the tool. An analytics page will display the resulting information and you can dig deep to find specific customer behaviors with the user-specific activity feed. Additionally, you can leverage its Slack integration to receive in-app notifications with responses.

You can select the ready-to-use templates or create the survey you need from scratch in under 5 minutes. Once you have collected enough information, you can download the data to your computer so you can manipulate it in other software.

Integrations include Mixpanel, Segment, Intercom, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

Churn360 is a customer success platform that brings together user behavior data from your CRM, communication channels, and financial platforms. This provides your team members with a comprehensive overview of your customer journey, and each customer's individual history with your brand.

Why I picked Churn360: This platform made it onto my list because it provides you with data-driven insights about individual customers as well as your customer base as a whole. You get a 360-degree view of each customer's history of interactions with your brand, helping team members jump in and provide contextual support as needed. But this also gives you a broader overview of your customer journey, key success factors, and churn risks.

In addition to tracking customer journeys and behavior, you can also use the software to implement solutions for providing customer support and counteracting churn. You can segment your users to send out contextual, timely communications and build retention campaigns based on the data you collect. You can also automate specific actions in response to specific triggers.

Churn360 Standout Features & Integrations

Features include customer data profiles, shared dashboard, customer journey mapping, segmentation, campaign management, automated tasks, push notifications, and analytics and reporting tools.

Integrations include Intercom, Pipedrive, HubSpot, Chargebee, Freshdesk, Jira, Gmail, Outlook, Zoho CRM, Stripe, Zendesk, and Segment, among others.

Jotform Enterprise is a cloud-based form builder and automation platform that enables B2B organizations to create and share professional-looking forms and then record and analyze customer responses. The software helps sales and marketing teams generate leads for their pipeline, process order payments, and conduct customer surveys. Through customer surveys, sales teams can easily capture actionable insights based on customer satisfaction and overall experiences.

Thousands of templates are available and tailored for various use cases, from smart PDF forms with conditional logic to customer experience surveys and thank you page customizations. All forms created with Jotform are mobile-optimized, as the software utilizes mobile-first technology to ensure that all published forms look good on any device. Users can create and manage forms easily on their mobile devices too.

Advanced form options also help users add a different dimension to their customer feedback surveys, such as adding multilingual support, automation features, incorporating conditional logic, and creating offline forms. The software has dozens of in-built features tailored to improve customer interaction with different forms and surveys.

Jotform Enterprise also has a report builder that allows users to visualize and present their data to stakeholders within seconds. They can leverage the report builder to convert customer responses into detailed reports that are easy to understand. This will help them identify useful insights crucial to making future business decisions.

Pricing details are available upon request.

Sogolytics is a customer experience management software that's designed to help businesses understand their customers better. It's all about collecting and analyzing customer data to improve the overall customer experience.

Why I picked Sogolytics: The platform has a few features that really stand out. First off, there's the customer journey mapping feature that allows you to visualize the entire customer journey, from the first point of contact to the final purchase. It's a great way to identify potential pain points and areas for improvement. Then there's the sentiment analysis, which uses AI to gauge customer emotions based on their interactions with your business.

Sogolytics Standout Features and Integrations:

One standout feature for Sogolytics is their predictive analytics. This feature uses historical data to predict future customer behavior and is coupled with real-time alerts to notify you immediately whenever there's a significant change in customer behavior or sentiment.

Integrations include Delicious, Digg, Pinterest, Reddit, StumbleUpon, and Tumblr.

Freshdesk is a customer service software that employs AI-powered support automation to deliver timely and consistent support across businesses of various sizes. It offers advanced ticketing, self-service options, and proactive AI-driven insights, positioning Freshdesk as a suitable choice for organizations looking to leverage generative AI for reducing redundancy, improving productivity, and providing accurate resolutions.

Freshdesk offers a comprehensive ticketing system that consolidates customer interactions from multiple channels into a unified view, enabling support agents to categorize, prioritize, and track customer issues efficiently. The platform includes a self-service knowledge base and community forums to help customers resolve common issues independently. It features AI-driven automation for sorting and assigning tickets, as well as scenario-based triggers for specific actions. Collaboration tools within Freshdesk allow agents to work together and consult experts across teams. 

Freshdesk software offers a range of key features including ticketing, collaboration, automations, self service, reporting & analytics, customizations, and a secure helpdesk. These features are designed to enhance customer support and service management.

Freshdesk integrates with Freshchat for messaging, Freshservice for IT service management, and Freshmarketer for marketing automation. It also connects with Google Calendar, MailChimp, Segment, Zapier, Office 365, Google Apps, Slack, Facebook, LinkedIn, Jotform, Typeform, Calendly, Email Parser by Zapier, and ClickFunnels Classic to facilitate various business processes.

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.

Zoho CRM is a robust customer relationship management platform used by over 250,000 businesses in 180 countries. It offers tools to help you effectively manage your sales pipeline, marketing automation, and customer support activities, covering all areas of your revenue operations. The software can facilitate customer conversations via phone, email, live chat, and social media.

Why I picked Zoho CRM: I included Zoho CRM in this list because of its ability to use artificial intelligence for better CX interactions. For example, the software uses AI to learn from customer interactions in order to provide useful suggestions like the best time to contact customers or predict business trends. Zoho CRM also has an analytics feature that uses data across your entire organization to provide you with an impact analysis of business decisions, helping you minimize risks and increase your potential for success.

Zoho CRM Standout Features and Integrations:

The biggest standout feature for Zoho CRM is its omnichannel engagement coverage. When a customer interaction is initiated through any of your connected channels, your CX team will be notified. The software also stores detailed communication data and customer records, ensuring your agents have all the context they need to effectively handle requests. Teams can also manage their calendars, files, and emails through the system. Workflow automations help you easily respond to simple requests without adding to your team's workload.

Integrations include Microsoft Office 365, Microsoft Teams, Google Drive, Zapier, Zendesk, and ServiceNow.

Hiver is a customer experience and multi-channel helpdesk platform that's built around Google Workspace. It also includes tools to administer customer satisfaction surveys and monitor key metrics related to your customer support team, helping them improve their performance and response times.

Why I picked Hiver: I included Hiver because of its unique integration with Gmail. Your team can manage a shared inbox and assign, track, and respond to customer support requests right from their Gmail account. It's quick to set up and intuitive to use. Small businesses and startups can benefit from the fact that the software works natively in their Google products.

As your team scales, a manager or admin can use the delegation tool to assign emails to specific team members. You can also track the status of emails, to spot if a request goes unattended for too long or needs escalation. Service level agreements (SLAs) can be configured in the platform. This helps ensure timely and consistent responses to incoming tickets.

Hiver Standout Features and Integrations:

Standout features for Hiver include auto-assignment of incoming customer emails, email tags for better organization of queries, and email templates that allow for standardization of customer responses. Hiver also helps support teams monitor and improve performance by offering real-time analytics, custom SLAs, and customer satisfaction surveys.

Managers can use it to assign inbound messages to members of their support team and add notes to each contact record to provide further details. Managers can also use their team performance features to keep an eye on key metrics such as response time and resolution time to gauge the quality of their customer or IT support.

Integrations are available with Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, WhatsApp, and Zapier.

Acquire is a comprehensive customer support platform that provides businesses with a unified view of customer interactions across various channels, including email, social media, live chat, video chat, voice calls, and text messages.

Why I picked Acquire: I included Acquire in this list because they offer a range of features all aimed at improving customer service efficiency and effectiveness. The platform's ability to integrate customer information, prioritize customers, set up routing configurations, and facilitate communication across different channels makes it an ideal tool for efficient customer service workflows.

Acquire Standout Features and Integrations:

Standout features for Acquire include its features focused on customer engagement, customer satisfaction, and streamlining the customer support process. By merging all customer communications into a unified agent inbox, you'll be able to improve the speed at which customer inquiries and complaints are responded to, thus improving your customer experience.

Other features that stand out are the tools for live chat, co-browsing, video chat, and chatbots, which are not commonly found in one package in other similar tools. It also provides data analytics that help with decisions that improve the customer experience.

Integrations are available with Amazon Lex Bot, Calendly, DocuSign, Google Analytics, HubSpot, Freshdesk, Magento, Mailchimp, Microsoft Dynamics CRM, Salesforce, Shopify, Stripe, WhatsApp, WooCommerce, Zapier, Zoom, and others.

Oracle CX is a comprehensive customer experience management solution that integrates customer data across various business functions. It is particularly notable for its ability to consolidate data from advertising, marketing, sales, commerce, and service sectors, offering a holistic view of customer interactions.

Why I picked Oracle CX: I included Oracle CX in this list because they offer a full-feature CX platform that's suitable for enterprise organizations. Their software is used across a wide range of industries and covers the entire customer journey from end-to-end, giving you a 360-degree view of all your customer touchpoints.

Oracle CX Standout Features and Integrations:

One standout feature for Oracle CX is its cross-channel marketing capabilities, which allow you to create personalized marketing campaigns across all your different communication channels, including email, mobile, social media, and the web. Additionally, their integrated customer data platform helps businesses collect, unify, and action their customer data, allowing for targeted advertising campaigns.

Integrations are available with other Oracle products, as well as with third-party applications such as Salesforce, Microsoft Dynamics, Marketo, HubSpot, Shopify, and Magento.