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Customer experience is one of the critical factors in a business’s success. Customer experience is nothing but a customer’s perception of your brand. It encapsulates several customer touchpoints, such as browsing your website, interacting with the customer support team, shopping online and offline, etc.
CX will automatically be great if everything at these and other crucial touchpoints like social media channels goes well. As per Salesforce Research, 94% of consumers will likely make additional purchases after a positive customer experience. Besides, around 45.9% of businesses prioritize customer experience over the next five years.
The stats prove that every business today needs to dedicate more resources to assessing and improving the CX. One of these resources is the customer experience software. A customer experience tool is a software solution that helps businesses gather customer feedback data from various sources. Let's dive into this article and explore more about customer experience tools.
Customer Experience Tools: An Overview
Customer Experience or CX tool refers to a specialized software or platform critical in managing and improving the interactions between businesses and their loyal customers across several touchpoints.
These tools are helpful in understanding, analyzing, and boosting the customer journey, from discovery to post-purchase interactions. Thus aiming to create positive and seamless experiences.
Let's take an example to understand it. As of today, CX tools come in several types. One of these types is customer relationship management or CRM tools. This tool helps facilitate the overall customer experience by allowing personalized interactions, customer support, and streamlining sales.
The CRM tool allows the brand to centralize customer information, track purchase histories, and tailor marketing efforts based on customer preferences.
The CRM CX tool also has integrated feedback and survey tools that enable the business to collect real-time insights on customer satisfaction. Companies can refine their methods to boost CX based on personalized interactions and pain points analysis.
A real-life example is Belron, an automotive windshield repair business that leveraged the power of Qualaroo to boost its NPS ( Net Promoter Score) to over 80.
Now that we have comprehended the meaning of the customer experience tool let's move on to its vitality.
Why Are Customer Experience Tools Vital?
Several reasons support the need for the best CX tool. Here are some of them!
High Customer Satisfaction
Customer Satisfaction is a primary parameter in analyzing customer experience. As per stats, around 80% of businesses use customer satisfaction scores to assess customer experience. Further, customer feedback, surveys, customer service, and support tools are a subset of the CX tools.
Both tool categories capture customer feedback and concerns, helping businesses understand user needs and preferences actively. The data collection and customer interaction via these tools ensure high customer satisfaction.
Increase in Revenue
Customer retention is the only benefit of a great customer experience. This is not true. Based on customer reviews and feedback, businesses can streamline their operations and offer personalized offerings to their customers. This leads to increased customer acquisition, which directly surges your business revenue. Therefore, customer experience directly correlates to the income of your business.
As per the Temkin Group, investing in customer experience for three years can spike your revenue by 70% annually.
Data-Driven Decision-Making
A CX experience tool has several crucial analytics parameters to asses customer behavior and satisfaction. These critical parameters include response time, CSAT, NPS, CES, etc. By analyzing these parameters, businesses can know the customer experience through the entire customer journey. Consequently, that helps in making decisions regarding product development, business operations, and marketing strategies.
Learn Everything About Customer Satisfaction Score!
Efficient Issue Resolution
Customer experience management tools encapsulate useful features like helpdesk, live chat, knowledge base, and ticketing systems. These systems help resolve customer issues quickly and efficiently, boosting customer experience. Statistics suggest that 90% of customers consider issue resolution their most crucial customer service concern.
Better Customer Retention
In the business landscape, customer retention is more affordable than customer acquisition. Therefore, it is necessary to use a CX tool to measure and improve customer experience. By anticipating and addressing user needs, brands can boost user experience that directly influences customer retention.
Salesforce statistics suggest that businesses that prioritize CX have a 60% more customer retention rate than those that don’t.
Key Features and Functionality of CX Tools for 2024
There are three crucial components of a CX.
- Customer journey
- Customer insights and feedback
- Touch points of the customer
You must check for CX software's right features and functionalities to ensure you get all crucial customer information. Here are some of those features!
- Data Analytics and Customer Insights
Customer data is the currency of every business in the modern world. But, more important than that is its analysis. Look for the data analytics feature if you plan to use a CX tool. Several data analytics parameters, like buying preferences, site behaviour, demographics, etc., need your special attention if you plan to upgrade the user experience.
The CX tool can use vast amounts of customer data to acquire valuable insights into customer behaviours, preferences, and interactions. Businesses can enable informed decisions and strategic planning to improve CX by identifying patterns and trends in the data.
- Customer Feedback Surveys
Customer feedback is the prime indicator of customer experience. As per stats, 52% of marketers make their strategies based on customer interactions and feedback. Given these stats, you must choose customer experience tools with feedback and surveying features.
Several tools, such as Qwary, SurveySparrow, Zonka Feedback, etc., have survey and customer feedback options.
- Personalized Targeting
For online brands, personalization works like magic. As per stats, 60% of consumers say they'll become repeat buyers after a personalized experience. Hence, remember the personalization feature when going for the best customer experience tool.
You can achieve personalization in a user experience tool in several ways, such as personalized email campaigns based on the acquired data, customized product recommendations, and personalized web experience. Customer experience tools feature recommendation engines that utilize AI and machine learning to provide tailored content and offers to every customer.
- Multi-Channel Support
Every business today focuses on providing an omnichannel customer service to their customers. An omnichannel customer service ensures that customer experience across all touchpoints is smooth.
To ensure this, you must make the smart choice while choosing a customer experience management platform. You must select tools to help you integrate multiple channels and access data from them in one place. Tools like Freshdesk, Zonka Feedback, and UserTesting support several channels, such as email, phone, chat, social media, and your website.
Top 10 Customer Experience Tools in 2024 to Leverage for Business Insights!
1. Qwary
Qwary is the master survey SaaS so far. As compared to other tools for 2024 on the list, there are reasons to place it at number one. First, the tool offers a functional and aesthetic UI to impress your customers. Every tool functionality is just one click away and has several templates to start you off.
You can deliver surveys via several channels like Facebook, website, email, SMS, etc. Moreover, you can also create video surveys. The analytics and reporting features like sentiment, NPS, and text analysis are just the cherry on the cake.
Key Features
- It offers pre-made templates for website feedback, relational NPS, HR, and more.
- Seamlessly delivers surveys via several channels like email, chat, SMS, and even QR code.
- AI-driven form translations.
- Integration with several other tools, such as Zapier, Integrately, Pabbly Connect, and Outbound Webhooks.
Pros
- Super fast speed and enhanced privacy
- Extensive knowledge base for new users
- Affordable pricing
Cons
- Conversational Survey
- Missing signature question type
Pricing
The software is available for a free trial. Besides, there are three plans. You need to call their sales team to know about the pricing in detail.
Capterra and G2 Reviews
The Capterra platform rates it 4.8 out of 5 based on its easy-to-use surveys, experience analytics, video integration, and digital experience.
As per G2, the tool obtains a rating of 4.8. The aesthetic UI and its mind-blowing functionality rank it above other tools.
2. Qualtrics
The second on the list of excellent customer experience tools in 2024 is Qualtrics. The innovative solution features several (VoC) voice of the customer programs and customer experience products. These products include text analytics, NLP, ad delivery, email surveys, and automated content delivery.
Qualtrics also features an ingenious predictive AI engine, iQ, that identifies trends and patterns to gain data insights. The AI engine also helps assess the likelihood of customer churn and renewal rate. Further, the customer listening feature of the tool enables businesses to access real-time feedback from customers and interact with them on the respective platform.
Key Features
- iQ predictive engine that leverages the power of powerful AI, machine learning, and NLP to spot opportunities for improvement.
- The sentiment analysis feature helps in analyzing customer emotions.
- Qualtrics' XM Platform is an intelligent system that ensures efficiency. Backed by automation, it helps automate ticketing, messaging, and notifications to the right people.
- Create multiple types of surveys, such as CSAT, NPS, CES, etc.
Pros
- Insightful email visualizations
- Powerful data analysis
- Excellent reporting features
Cons
- Pricey
- Steep learning curve
- Not much intuitive UI
Pricing
The pricing tool of Qualtrics varies based on the number of features you require, the size of your business, active team members, etc. It is a subscription-based tool that costs you $1,500 to $5,000 annually.
Capterra and G2 Reviews
Capterra rates Qualtrics 4.7/5, which is exceptional for a marketing tool. The tool is preferred based on its features like ease of use, customer service, and value for money.
The G2 forum rates the tool 4.4/5. It is primarily famous for its kinds of surveys, versatility, and wide usability.
Learn about the Survey Email Subject Lines!
3. Medallia
Medallia is an ingenious customer experience management platform. Packed with several useful features, Medallia enables your customer service team to access customer insights as soon as they interact with your channels. The best thing is that all your touch points can be integrated into one tool here.
The SaaS tool enables businesses to have real-time communication with their customers via popular messaging platforms, such as SMS and Facebook Messenger. AI and ML power its Athena engine to uncover hidden patterns and trends, to analyze customer journeys, and predict customer behavior. Further, devise and implement customer experience boosting strategies.
Key Features
- Sophisticated feedback collection from employees and users via email, mobile messaging, website, and IoT-connected devices.
- Medallia assists in flagging reviews based on CX scores, timings, and keywords.
- Dynamic dashboards and a range of analytics provide supreme visibility into employee frustrations, customer needs, and operational improvements.
- Seamless integrations with work tools like Workday, Salesforce, and Adobe for data sharing.
Pros
- Smooth and easy-to-use interface.
- Valuable, actionable insights and data analytics
- Allows integration with other tools
Cons
- Navigation issues
- Biased reviews from the customers as per the users of the software
Pricing
Medallia does not provide its pricing information. However, its website says that the pricing is flexible. Therefore, you can get all the required features at an affordable price.
Capterra and G2 Reviews
Medallia is rated 4.5/5 on Capterra. Customers primarily prefer it due to its ease of use, value for money, and features like 360-degree feedback, API, etc.
On the other hand, G2 rates the tool 4.4/5. Customer insights, site diagnosis features, and tool documentation rank it higher.
4. Getfeedback
Every stage of the customer experience is crucial, and Getfeedback is the one that helps you gain insights into the customer reviews almost instantly. The powerful tool enables B2B and B2C companies to easily measure important customer satisfaction metrics like NPS, CSAT, and CES.
Businesses can build custom surveys to know the sentiments of their customers, whether they are browsing the website, talking to the customer support team, etc. This collective analysis of these metrics helps businesses take required actions and create a consistent customer experience.
Key Features
- Collects feedback from all customer touchpoints, including website, mail, chat, SMS, etc.
- Use surveys to learn about the metrics with actual customer behavior, such as NPS, CSAT, and CES.
- Easy to integrate with Salesforce for measuring impact.
- Easy analysis of customer sentiments.
Pros
- Easily integrates with Salesforce
- User-friendly graphics and visualization
- Enables faster operations and mobile responsive
Cons
- Survey data presentation can be better
- Misses some Salesforce capabilities
Pricing
The firm has not declared the exact pricing of the tool. However, there are three plans to choose from. You need to contact sales to know about the prices.
Capterra and G2 Reviews
As per Capterra, Getfeedback has a monumental 4.7 out of 5 rating. Most of the reviews promote its Salesforce integration and its easy setup feature.
G2 rates it 4.5 out of 5, with unified customer experience, easy-to-use survey applications, and affordable pricing as the top promotions.
5. Inmoment
Customer loyalty is a crucial parameter in assessing the success of a business, and the following tool on the list measures it. Inmoment is an excellent cloud-based experience intelligence solution with automated customer feedback tools to learn more about your customers. The solution has a remarkable AI that seamlessly structures unstructured data to provide richer insights and predict customer intent.
Besides, Inmoment allows you to collect relevant data from third-party modules by enabling integrations with social media, CRMs, APIs, etc.
Key Features
- The active listening studio provides smart surveys, real-time responses, and social monitoring.
- Seamless creation and sharing of personalized reports for better customer interactions.
- Seamless integration with tech tools like Salesforce, Facebook, Slack, and Hubspot.
- Case management allows for resolving issues and subverting negative experiences.
Pros
- Text analysis enables recognition of sentiments and trends.
- Easy to learn its usage
- Simple problem-solving with reporting tools
Cons
- Amends/adjustments to the surveys waste a lot of time.
- The reporting process is a bit inconvenient.
Pricing
Just like some other tools, InMoment does not disclose any pricing information. However, you are free to take the trial version.
Capterra and G2 Reviews
Inmoment is rated 4.5 on Capterra, thanks to its ease of use and customer support.
On the other hand, G2 rates it 4.7 out of 5. Most of the users praise its interactive dashboards.
6. Clarabridge
Customer feedback data is crucial, and Clarabridge is one of the best customer experience tools that helps you understand the customer journey. The tool is a hub for collecting customer feedback data from several sources, such as social media, web chat, call center recordings, agent notes, surveys, etc.
It comprehensively analyzes this customer data to detect sentiments, emotions, context, and root causes. Based on this, it helps in predicting future customer behaviours. Interactive dashboards and reports are created by the tool for detailed analysis and making business decisions.
Key Features
- AI-powered NLU analyzes all feedback and conversations at scale to reveal results.
- Clarabridge Studio provides easy-to-use tools to collect and analyze experience data in one place.
- Provides seamless digital engagement across several channels, such as WhatsApp emails, blogs, social media, etc.
- Supports integrations with third-party platforms like Zendesk and Salesforce.
Pros
- Easy for reporting
- Efficient customer service
- Accurate alert system for trending topics
Cons
- Twitter support issues
- Less intuitive interface
Pricing
The pricing of Clarabridge is not available. You need to ensure the pricing by calling their sales team.
Capterra and G2 Reviews
Not Available!
7. Delighted
Like its name, Delighted helps you capture valuable and delightful customer feedback data. It is an AI tool that leverages the power of proprietary customer loyalty metric methodology to drive insightful details from the obtained data. Besides, it also offers several types of surveys for the users to choose from, such as Net Promoter Score, customer satisfaction, smiley, 5-star, customer effort score, etc.
The tool assists you in several ways while designing the surveys, such as question flow, question recommendations, survey distribution, etc. With Delighted, you can use pre-built reports and attractive charts to visualize the survey responses.
Key Features
- Enables sharing of surveys via several channels, such as email, website, messaging, URL link, or social media.
- Artificial intelligence helps investigate recurring patterns and survey trends to filter illicit responses.
- Top-notch security features, such as password encryption, two-factor authentication, etc.
- Easy to integrate with HubSpot, MailChimp, Autopilot, and more.
Pros
- Mobile usability
- It allows seamless team collaboration
- Easy to use and navigate
Cons
- Limited reporting options
Pricing
The pricing of Delighted varies from a free starter pack to around $449 per month based on the features.
Capterra and G2 Reviews
Delighted is rated 4.9 out of 5 on Capterra for its client experience, ease of use, and the number of surveys collected.
However, on G2, it is rated 4.7 for its intuitively designed templates and the efficiency of its compiling system.
8. Retently
Retently is another exceptional tool that enables businesses to collect valuable customer feedback across the customer journey. Retently allows companies to receive several types of experience data from numerous sources, namely NPS, CSAT, and CES.
It extensively analyzes this data, looking for trends affecting the CX and eventually predicting and prioritizing the opportunities to enhance CX. It helps share those insights across your team to implement CX improvement strategies further. The provided survey templates in the tool can be customized per your preferences to create a better customer experience ultimately.
Key Features
- Retently provides a survey template editor that allows you to create multi-language surveys.
- Features like advanced collaboration, segmentation, visualization, and analysis of the received feedback allow for better feedback management.
- Effective data segmentation and exporting promises smooth data analysis and sharing.
- AI of the tool handles automatic detection and classification of topics and performs sentiment analysis.
Pros
- Ideal for different campaigns
- Seamless integration with intercom
- Friendly support team
Cons
- In-app surveys can be bothersome sometimes.
Pricing
There are several types of plans based on the type of business and features that range from $25 to $99 a month.
Capterra and G2 Reviews
Retently is the tool that is rated the magnanimous 5/5 by Capterra. The fantastic support team, Intercom integration, and precise documentation make it worthwhile.
G2 rates Retently 4.8 out of 5; thanks to automated workflows for customer onboarding, easy navigation, Hubspot integration, and whatnot.
9. Asknicely
Asknicely is an out-of-the-box tool that also measures employee experience along with customer experience. The catch is simple! If the employee experience is good, it will directly impact customer experience. Based on the NPS framework, Asknicely enables businesses to boost customer satisfaction via survey data collection.
Businesses can seamlessly create surveys for specific events and times. Other crucial customer experience platform features include live data analysis reports, real-time leaderboards, text analytics, automated responses, and one-click integration of several other tool functionalities.
Key Features
- Integrated CRM and help desk systems to reply to customer feedback almost instantly.
- The unified customer experience management tool features interactive dashboards updated in real-time.
- Seamlessly track, analyze, and manage customer satisfaction scores.
- Surveys configuring features, including words, logos, languages, etc.
Pros
- Powerful intercom integration
- Easy to set and manage
- Integrates with Salesforce and other tools
Cons
- Hefty price tag
- Less survey customization options
Pricing
This platform has three packages: Starter, Standard, and Advanced. There has yet to be a declaration of their prices on the website. So, you have to give their sales team a call.
Capterra and G2 Reviews
Capterra proudly rates Asknicely 4.6 out of 5, thanks to the customer success manager, survey scheduling, and simple usage features.
G2 has provided Asknicely with a solid 4.7 rating. The best features of this tool that the users liked are Live Chat while surveying and the friendly support team.
10. Survicate
The last on the list of tools for improving customer experience among start-ups and mid-level businesses is Survicate. Packed with several advanced features, Servicate offers you multiple pre-made templates that you can leverage to create surveys within minutes. Once done, you can distribute these surveys via different channels, such as email, websites, mobile apps, and URL links.
But, more than these is needed to select the right customer experience tool. So, Servicate also packs many integrations with tools like Mailchimp, WordPress, Hubspot, etc.
Key Features
- No coding, just drag-and-drop survey creator features.
- Get access to around 400 ready-to-use templates with an AI search feature
- Recurring surveys allow automated feedback collection.
- Over 30 native integrations in specific plans
Pros
- Real-time CSAT and NPS scoring
- Intercept surveying
- Automated feedback collection
Cons
- Complex dashboard
- Less dynamic components
Pricing
If you go for a Starter or Business pack, they will cost you $53 and $117 per month, respectively. However, to know about the Enterprise package, you must book a call with them!
Capterra and G2 Reviews
Capterra rates Survicate 4.5 out of 5 in light of features like recurring surveys and plug-and-play experience.
G2 has rated the tool 4.6 out of 5, keeping its automated feedback collection, drag-and-drop creator, and real-time analytics and reporting in mind.
Explore How To Write For Each Stage Of The Customer Journey Map!
Case Studies and Real-World Examples
There are a plethora of real-world examples aligning with the use of customer experience tools. Here are the best case studies where brands leveraged the perfect tools to capture experience from every aspect of the customer journey.
1. Aurellia
Aurelia is an ethnic wear brand that seamlessly combines traditional and contemporary wear. The brand aimed to improve the conversion rate of new users and the overall lead-generation process.
Considering the several challenges, such as reducing drop-off rates, identifying bottlenecks in the customer journey, understanding user behaviour, funnel drop-offs, etc., Aurellia used several marketing automation platforms.
These customer experience management tools significantly boosted the brand's monthly active users. Consequently, this led to a massive surge in its growth metrics.
2. Tbaytel
Tbaytel is a telecommunications company based in Canada. The brand was facing several challenges with its current antiquated automatic contact distribution system. The system needed a proper survey system, and the current systems required costly maintenance and management.
So, they wanted a solution that could provide them with insights to boost CX and agent performance. Moreover, they also aimed to offer email and chat support to their customers.
In light of these needs and challenges, Tbaytel adopted a solution that featured IVR, omnichannel routing, chat and email channels, reporting, and feedback management. The use of these features allowed the brand to
- Quickly transfer customers to the survey systems
- Identify issues that the customer have
- Obtain detailed reports
The brand witnessed a 2% boost in survey take rate, a 149% increase in NPR, and a 96% surge in post-call survey score.
How do you measure the impact of a CX Tool?
As mentioned above, in several instances, there are several aspects based on which you can measure the impact of a CX tool.
Key Parameters Analysis in a CX Software
Every CX tool on the list features measurement parameters for analyzing perception, behavior, and outcome.
With perception parameters like customer satisfaction (CSAT), net promoter score (NPS), or customer effort score (CES), you can quickly figure out how the customers feel about your brand and its products & services. An NPS score of 70 and above proves customers love your brand products.
Behavior metrics such as retention, churn, or referral rates help you measure how customers interact with your brand and its products and services. A monthly churn rate of 3% is acceptable.
Lastly, Outcome metrics help you measure the financial and business results of your customer experience efforts. These parameters are revenue, profit, or market share.
Tracking and Analytics of a Customer Experience Platform
Tracking and analytics is nothing but an analysis of the parameters listed above. There are several types of analytics features in an analytics tool.
- Sentiment analysis: Sentiment analysis is all about comprehending the customers' opinions.
- NPS analysis: NPS analysis helps understand the shift in customer sentiment over time from their feedback.
- Text analysis: The tool analyzes open-text responses from users to understand customer emotions and opinions.
- Predictive analysis: Most tools use AI predictive analysis to discover patterns and trends in customer data, know about customer needs beforehand, and provide personalized offerings.
The culmination of these and many other analysis methods enables businesses to uplift their customer experience.
Jack Up Your Customer Experience With The Big Gun!
If we look at the future, new businesses are entering the market remarkably. And the cool thing is that all of them are based on advanced business processes. So, if you are up for a head-to-head competition with them, it is high time that you harness the power of a customer experience tool. The described mechanisms are powerful enough to help you devise strategies to boost customer experience while keeping your competitors on their toes.
If you ask us, we recommend Qwary, a trail-blazing solution backing businesses with data-driven and AI-powered strategies.
