Top 8 Customer Experience Management Platforms

Customer experience (CX) is one of the topmost factors that contribute to the brand value. And if you can render an amazing customer experience, you will witness significant growth in your business. Even your customers want you to treat them well. According to research, 76 percent of consumers expect businesses to understand their expectations and preferences. So the question is – are you making efforts to deliver an unparalleled customer experience?

If not, then you should definitely invest in a customer experience management software to improvise CX. We have compiled a list of top seven CX management platforms that will meet your expectations. Have a look at them.

List of Best Customer Experience Management Platforms

1. Ring Engage

This is a customer engagement management solution, recently acquired by Ring Central. It helps you keep your customers engaged, and measure the level of engagement on various channels ranging from social media sites like Twitter and Facebook to mobile and live chat. Ring Engage optimizes your engagement across channels by allowing customer service reps to reply quickly through centralized messages. Its self-learning algorithm identifies contact patterns and sends the relevant message to the right expert, and also suggests answers for the same!

Features

• Live Chat
• Behavioral targeting
• Push notifications
• Multimedia content on support chats
• Omni digital platform
• One-click access to customer records
• Anti-spam filters
• Response time indications
• Automated message forwarding
• Knowledgebase
• Escalation alerts

Pros

• Unified customer service to provide an omnichannel experience
  Identifies customers’ unique digital identity
  

Cons

• Suitable for smaller companies only

2. Zendesk

Zendesk is a complete package integrated with CEM modules that aim at rendering a satisfying CX. Whether its resolving queries or providing valuable information, rely on Zendesk for your needs.

Features

• Modules for Support, Guide, Chat, and Talk
• Zendesk Explore offers detailed analytics
• Zendesk Sell for the sales team

USP – Zendesk offers Sunshine, an open CRM platform that lets you build custom, flexible, and scalable applications for CEM.

Pricing: Zendesk pricing starts at $0 per agent per month. If we talk about The Zendesk Suite, the price starts at $89 per seat per month.

3. Zoho CRM

When nothing seems right, Zoho will solve your problems. Zoho has a wide range of software and applications under its hood, customer experience management software being one of them.

Features

• Multichannel support – email, live chat, telephone, social media
• Real-time notifications with SalesSignals
• In-depth analytics – charts, funnels, KPIs, anomalies, etc.
• Self-service provision for customers
• Integration capability with other apps

USP – Zia, the AI-powered sales assistant, helps you in dealing with customer information and queries.

Pricing: The Starter plan begins at Rs 1,000 per month for 3 users. A 15-day free trial is available.

Visit Website 4. FreshDesk

Freshdesk, from the house of Freshworks, is a reliable customer experience management platform. Use it to organize, automate, and fulfill CX-related tasks in the most efficient manner.

Features

• Cross-channel support via email, phone, chat, etc
• A collaborative environment for agents, colleagues, and others
• Automation in repetitive tasks
• The knowledge base for self-service
• Data-driven insights for better decision-making

USP – Freshdesk’s utterly intuitive interface ensures seamless functioning.

Pricing: The Sprout plan is available for free of cost. The enterprise-level Forest plan is available at Rs 7,899 per agent per month.

5. Yotpo

Yotpo offers unique and compelling ways to interact with your customers. The customer experience management platform enables you to use customer photos and reviews to attract new customers and increase conversion rate.

Features

• Gather customer reviews & ratings and showcase them across your site
• Club reviews with visual content and post on the site and social media
• Initiate loyalty & referral programs to trigger repeat purchases, social media engagement, etc
• Convert customer reviews into data insights for business development purposes

USP – Use user-generated content like reviews, ratings, and visuals for paid campaigns on Facebook, Instagram, and Google.

Pricing: There is a free plan and a paid plan. Contact Yotpo to know the price as per your requirements.

6. Intercom

Whether you are into marketing, sales, or support; Intercom is the perfect tool for acquiring, engaging and supporting customers. Initiate live chat, send in-app messages, solve queries, and much more.

Features

• Use live chat and bots to nurture visitors and leads
• Send targeted emails, in-app messages, and push notifications
• Set up the help desk and knowledge base to resolve customer queries
• Integrate with apps, software, and platforms

USP – The AI-enabled tools understands buyer persona and responds intelligently throughout the customer acquisition process.

Pricing: There are individual as well as comprehensive plans. The Essential plan for the comprehensive package begins at $136 per month.

7. Qualtrics

Qualtrics CustomerXM is an outstanding customer experience management platform, equipped with essential features to optimize CX, forecast actions, and ensure highest engagement levels.

Features

• Data collection tools to accumulate customer information and views
• Multichannel communication via email, SMS, website, app, live chat, etc
• Text iQ, Stats iQ, and Predict iQ – AI-enables mechanisms for predictions & analytics
• Integrate, collaborate, and communicate with the entire organization

USP – iQ Directory turns customer information into valuable insights, necessary for decision-making and predictive purposes.

Pricing: Information not available. Request a demo to initiate the process.

8. Clarabridge

Clarabridge is a data-driven customer experience management platform that produces results beyond expectations. CX-Analytics and CX Social are two most crucial offerings from Clarabridge.

Features

• Collects data, organizes it, and performs intelligent analytics
• Deploys NLP algorithms to evaluate data as a human does
• Complete social media management and analytics with CX Social

USP – In case you don’t have a team, Clarabridge Professional Services can run CEM operations on your behalf.

Pricing: Schedule a demo to know about the custom price for a customized solution.

Which one will you choose?

A satisfied customer is the backbone of a successful business. Leave no stone unturned when it comes to customer experience. Analyze the above probable solutions and deploy a suitable customer experience management platform to acquire, engage, convert, and satisfy customers.

Nikunj Dudhat

A digital marketing and content curator at SoftwareSuggest, a software recommendation platform. I am passionate about Digital Marketing, and all things digital. Also interested in technology and innovation. In my spare time, enjoy playing cricket, and Badminton.