10 Best Customer Experience Management Software In 2023

To have successful customer experience management, you need a 360-degree view of your loyal customers and integrated, real-time data on your customer’s journeys.

Customer experience is more than simply serving them. It goes deep into knowing your customers so well and in-depth that you can easily curate and deliver customized experiences to them. This keeps them loyal to you and spreads your message and brand to others. 

None of this happens suddenly without understanding the meaning of customer experience management and the way to do it. 

This article clarifies the distinction between CXM or CEM and CRM, along with giving you the ten best customer experience management software for 2023. 

Without further ado, let’s get right into it!

What Is Customer Experience Management Software?

Before delving into the meaning of customer experience management software, let’s first understand the other related terms. 

Customer experience is the “sum total of someone’s perception of your organization.” This perception and feeling have their basis in the entire interaction, purchase, and consumption, both direct and indirect, with your product or service.

Now coming to customer experience management or CEM. This term describes the strategies that help nurture the relationship between your organization and the customers. 

Let’s clarify that customer experience management differs from customer relationship management in that the latter deals mainly with quantitative data, which “tries to convert consumers into customers.” It takes a more holistic approach.

Finally, let’s talk about the main focus of this article: customer experience management software. 

We refer to customer experience management software as the suite of software tools that help to manage and monitor the relationship between the organization and its customers (current and potential).

The tool records the insights across everything related to customer-facing to organize, synchronize and automate them so that it becomes easy and quick to service your customers and reply to their issues.

Loads of information coming from customer experience management needs to be managed and acted upon 24/7. You will have to use this data to learn, take action, and make necessary changes, wherever needed, quickly. 

Therefore if your goal is to manage customer experiences well, you won’t consider investing in the customer experience management platform as a form of expense.

When you sort out your CX, the other business areas, such as marketing, logistics, and customer service, also take a positive turn. Not just that, increasing customer satisfaction, customer loyalty, and enhancement of customer experience becomes easier when you have a dedicated customer experience management platform. 

Criteria for Selecting the Best Customer Experience Management Software

One of the best investments a company can make is when they choose and purchase the customer experience management platform. Keep the following criteria in mind when selecting the best customer experience management software:

1. An Omnichannel Centralized System for Data Collection of Customer Experience

Customer experiences can happen anywhere on any platform. Your customer experience management platform must be able to capture customer feedback from websites, apps, social media, or physical spaces.

It must gather feedback from various channels, such as SMS surveys to Interactive Voice Response (IVR) and live chat modules. However, it should ultimately track back to the centralized customer experience management software for you to review.

2. The Centralized Hub of Customer Data That Conveys Customer Experience Effectively

Understanding customer journeys is one part job of any customer experience management platform. It will bring together all facets of customer experiences under one roof. They are

• Customer lifecycle and segmentation
• Next-generation listening and understanding
• Customer engagement and touchpoint
• Repository of data

3. Customizable and Helpful Data Dashboards

The best customer experience management software will give you customer feedback and experience data in a dashboard form. 

The data dashboard gives you a holistic view of the NPS score or the critical trends in your customer feedback.

However, the best customer experience software platforms also offer customizable and role-based dashboards.

The software’s customization feature helps you show the data that matters to that department only. This way, everyone can view the data that matters to them and make an informed decision.

• Analysis tools

Make sure the customer experience management software you choose has the analytic capabilities attached to it and not just some tool that tells you the insights but goes a step ahead too.

Look for these three analytic capabilities:

1. Statistical analysis
2. Text analysis technology
3. Key driver analysis
4. Allowing To Take Action Through the Customer Experience Management Platform

Imagine how easy it would be to give your customer a fruitful experience with your customer experience management software, turned data insights, and automated actions too!

The best customer experience management software will automatically respond to your customers from within the system without you having to do anything.

You can easily set parameters, and the software will follow up with dissatisfied customers when it is essential to connect. 

5. Integrating Data With Other Tech Apps

Even though this is the fifth criterion for selecting the best customer experience management software, it is of utmost impotence. Having software that lets you integrate with other apps your company uses to collect customer feedback is a given. This includes your systems like your phone service, CRM and and any other applications you use to run your business.

Integration is essential because you may also have access to CRM systems, web analytics, and other data that you may want to integrate with CX software to get better visibility of the customer experience and its impact on your business. 

6. Meet and Manage Customer Expectations

Now you can say why this criterion when the reason for a customer experience management software is to understand the customer journeys better. Earlier customers didn’t expect the companies to understand them fully; they do today.

Customers expect you to listen, understand and treat their experience with your product or service as the best they’ve ever experienced.

With the software, you can better understand your customers’ interactions. Understanding them paves the path to customize their experience, making your customers feel they are being heard. This also eventually increases your revenue, and the cycle never stops spinning. 

To simplify, you can answer the following six questions when selecting the best customer experience management software:

• Does the customer experience management platform unify the customer profiles with real-time data?
• Does the CXM software integrate well with your existing ecosystem?
• Does it test, adapt, and optimize personalization in real-time?
• Does it allow you to streamline your cross-channel customer journeys?
• Does it help support your current needs and meet your future customer relationship management goals?
• Does it help foster customer trust and protect customers’ sensitive information?

Key Features in Customer Experience Management Software

The best customer experience management software is a package of software solutions that enables your organization to do the following:

• Smoothly collect customer feedback using various channels. 
• Take this feedback and combine it with specific external sources like CRM.
• To get meaningful insights to analyze the relevant data
• Take appropriate action on the data gathered to improve customer experience and slowly drive the business changes accordingly.

10 Best Customer Experience Management Software

Chisel

Best for: Large Enterprises, Mid-Size Businesses, Small Businesses, and Freelancers

What Makes Chisel One of the Best Customer Experience Management Software of 2023?

Chisel doesn’t technically classify under the category of ‘customer experience management.’ However, its world-class customer feedback tools play a significant role in understanding and aiding customers really well.

Chisel is a wonderful package wrapped with tools concerning product management. Therefore, combining other customer experience management software listed below will result in powerful business partnerships and success, leading the way toward customer loyalty.

Chisel’s Key Features

• Direct and profound customer connection at your fingertips!
• The feedback portal is the tool where customers get a voice to share ideas that can be feature requests or product enhancements.
• Product feedback versatile surveys tool helps you to do a pre-launch user needs assessment survey or post-launch product and usability feedback survey.

• Chisel gives you audiences when you don’t have one to survey.
• The survey templates tool is a continuously expanding library of pre-built templates for common survey use cases such as user need assessment and product usability.
• The Chisel cloud helps you get customer feedback, feature requests, and product enhancement ideas directly in the centralized Idea Box. Integrations include Zendesk, Intercom, Salesforce, and Email. 

Pricing: Free forever plan available with only essential features. $49 per month gives you all benefits of a premium plan. 

Salesforce

Best for: Small, Non-Profit, and large organizations

What Makes Salesforce One of the Best Customer Experience Management Software of 2023?

Salesforce is the cloud-based world’s #1 customer relationship management (CRM) solution. This tool allows you to manage leads, opportunities, sales pipelines, support requests, and more.

This customer relationship management platform delivers an outstanding customer experience across all units. It combines your company’s marketing, sales, service, commerce, and so on and brings them under one roof to give your customers a customized experience. 

Salesforce’s Key Features

• Customer relationship management or CRM
• Third-party integrations
• Customer support, management, database, and Segmentation
• Real-time updates
• Analytical capabilities

Pricing: Free trial available. Salesforce Essentials has pricing plans starting from $35.00/month.

Zendesk

Best for: Freelancers, large enterprises, mid-size businesses, non-profits, public administrations, and Small Businesses

What Makes Zendesk One of the Best Customer Experience Management Software of 2023?

Zendesk is the best customer experience management software because it has several customer services and engagement products that are flexible to meet any business needs. 

It is said to have increased customer satisfaction by 25% and agent productivity by 30%. The best part is that all your customer interactions stay in a singular interface with tools like pre-defined ticket responses, web widgets, and complete customer history. 

Zendesk’s Key Features

• The Zendesk suite helps you connect with your customers anytime and anywhere, using sophisticated, seamless support that flows across channels.
• Customizing your customer experience is easier with the Sunshine platform. 
• The platform also provides product, application, and network security features and a data center for security purposes.

Pricing: Zendesk Suite has pricing plans starting from $49.00/month. Free Trial: Available | (No Credit Card required)

Zoho Desk

Best for: Businesses of all sizes

What Makes Zoho Desk One of the Best Customer Experience Management Software of 2023?

Zoho Desk is a cloud-based, feature-rich customer experience management software and help desk ticketing software. This solution software combines all interactions from sources such as social media, a self-service portal, email, chat, phone, forums, and so on and puts them in a singular place.

You can easily integrate this tool with several other tools like Salesforce, slack, etc. The best part is that you can also build your customer help desk using SDK’s. 

Zoho Desk’s Key Features

• Customer support tickets
• Contract management
• Customer support portal
• Report creation
• Omnichannel Conversation Management
• Workflow automation

Pricing: Free – up to 3 users, forever! Standard – $14/agent/month, Professional $23/agent/month, Enterprise – $40/agent/month. A 15-day free trial is available.

Freshdesk

Best for: Any type and size of business 

What Makes Freshdesk One of the Best Customer Experience Management Software of 2023?

Freshdesk omnichannel suite is the software that helps you delight your customers with an effortless customer experience.

It delivers a seamless experience to your customers and helps you stay at your productive best. The best part about this customer experience management software is its intuitive UI. 

Freshdesk’s Key Features

• An AI-powered chatbot
• Automation capabilities built into Freshdesk
• Easily prioitize, categorize, and assign tickets
• Mobile field service, intelligent ticket assignment, time tracking, ownership of tickets, linked tickets, and team huddles.

Pricing: Freshdesk has a free plan available. The other plans are Growth ($15/agent/month), Pro ($49/agent/month), and Enterprise (get a quote), billed annually. 

Responsetek

Best for: Freelancers, small and large businesses

What Makes Responsetek One of the Best Customer Experience Management Software of 2023?

Responsetek is a cloud-based, and configurable solution that has its basis in five pillars listen, learn, act, engage, and manage. It allows your customers to express their opinions in simple formats. The collection methods include email, mobile, web surveys, and via QR codes. They vouch for survey response rates that go up to 48%. 

Responsetek’s Key Features

• Automated reporting helps you to receive insights into customers as soon as the survey results are out.
• You can build a holistic view of your customer experience with advanced and user-friendly text analytics. This helps when you have a bulk of open-ended responses on your table.
• Get real-time analytics which helps you to customize the customer experience journey.
• Business transformation to drive ROI

Pricing: 30-day free trial available. Contact for a quote. 

Podium

Best for: Effectively managing customer conversations in a single place, small businesses, and freelancers. 

What Makes Podium One of the Best Customer Experience Management Software of 2023?

Podium is the best customer experience software because it combines customer communication and payments.

It brings together online review generation, webchat, SMS, and others. Specifically designed for local businesses, Podium lets you see messages instantly, change employee location, and automate day-to-day tasks.

All in all, Podium ensures you keep your customers at the heart of your business. 

Podium’s Key Features

• Manage all messages from one inbox
• Keep check of all the customer interactions
• Instantly message the leads when opportunity knocks
• Effortlessly launch text marketing campaigns

Pricing: Free trial of 14 days without a credit card is available. The other plans include Essentials: $289/month, Standard: $449/month, and Professional: $649/month.

Salesmate

Best for: Freelancers, small businesses, mid-size businesses, and large enterprises

What Makes Salesmate One of the Best Customer Experience Management Software of 2023?

Web-based CRM and customer journey software, Salesmate, lets you connect with customers in over 90 countries. Additionally, they also offer business automation and acceleration, and sales management. 

The best part about Salesmate CRM is that it helps you create and successfully capture leads and adds to your sales pipeline, saving you time and effort.

Salesmate’s Key Features

• Salesmate’s messenger functionality helps you to connect with your users in real-time.
• It has features such as amazon sales automation capabilities that include customer onboarding automation and data entry automation.
• Automate all touchpoints of your customers using the marketing automation functionality.
• Activity management capability

Pricing: You can try Salesmate for 15 days. The four pricing plans include Starter ($12 per user per month), Growth ($24 per user per month), Boost ($40 per user per month), and Enterprise. 

Chatabox

Best for: Freelancers, small businesses, and mid-size businesses. 

What Makes Chatabox One of the Best Customer Experience Management Software of 2023?

Werkflo’s Chatabox is a simple, user-friendly, cloud-based CRM platform. This highly scalable customer experience management software helps your business to manage clients, gather management needs in one place, and much more. 

Chatabox’s Key Features

• Standard, customizable and consolidated dashboard
• Charts display
• Campaign breakdown
• Calendar, contact, and client management
• Integrations that let you take client meetings from Chatabox.

Pricing: Free trial available. Contact for a quote. 

LiveAgent

Best for: small and medium-sized businesses, enterprises, and startups

What Makes LiveAgent One of the Best Customer Experience Management Software of 2023?

Using advanced functionality, LiveAgent improves agent efficiency and customer satisfaction and streamlines communications. 

LiveAgent is one the best customer experience management software because of its robust ticketing software solution, customer portals, and much more. 

LiveAgent’s Key Features 

• Connects with 40+ tools and apps that you use daily
• LiveAgent gives you multilingual support covering over 40 languages.
• Gives you real-time typing view pre-chat forms and tracks the sites pages that get the most viewed. 
• Universal box for collecting all customer communications under one roof. 

Pricing: 14-day free trial available under the freemium pricing model. LiveAgent’s all-inclusive plan is $39/month per agent.

ProProfs Survey Maker

Best for Freelancers, Individual & Small Businesses, Mid-sized Businesses, Large Enterprises.

What Makes ProProfs Survey Maker One of the Best Customer Experience Management Software of 2023?

ProProfs Survey Maker emerges as one of the top customer experience tools due to its advanced, extensive features that empower businesses to measure, analyze, and enhance customer experience.

The tool offers a wide range of question types, including readymade templates for over 100+ scenarios, NPS surveys, CSAT surveys, scored surveys, customizable themes, branding options, survey logic, and so much more, ensuring a seamless and visually appealing survey experience for respondents.

ProProfs Survey Maker provides insightful reports and analytics as well. It offers intelligent, presentation-ready reports that provide deep insights into customer sentiments.

ProProfs Survey Maker’s Key Features

• A variety of pre-designed, customizable templates.
• Diverse question types, including multiple-choice, open-ended, rating scales, and more.
• Advanced reporting with real-time analytics, reports, and dashboards.
• Seamless integrations with CRM and email marketing tools.
• GDPR-compliant and secure hosting.
• Mobile-friendly surveys.

Pricing: Forever free basic plan. Paid plans start at $9.99/month. Unlimited surveys

Other Customer Experience Management Platforms

SAS

SAS is the customer experience management platform best suited for small, medium, and large businesses.

It offers software solutions such as marketing automation and optimization, real-time decision support, and intelligent advertising.

Creating and maintaining customer profiles is much easier with SAS. You can get customer insights which will also help you to make better marketing decisions.

Qualtrics

Do you want to get a holistic view of your customer’s experiences and also take steps to ensure a powerful impact? Qualtrics has predictive intelligence, a listening engine, and an analytics chart that does everything quickly.

Qualtrics’ XM Automated Actions provides steps to bring the right teams to take action faster without wasting time and effort. 

Medallia

Medallia is a pioneer and a leader in customer experience management software. Medallia’s SaaS platform captures and analyzes every touchpoint of your customer journey. You can have real-time conversations with your customers using the  Medallia Conversations tool. 

The best part about Medallia is its Medallia Athena tool which uses AI and machine learning tools to study the trends and patterns of your customers’ journeys. It also predicts the customers’ behavior and suggests actions to improve their experience with your product and services. 

Sprinklr

One of Sprinklr’s products of unified customer experience management platform (Unified-CXM), uses AI to give you insight-focused strategies and enhance your customers’ experience. It unifies conversations from 30 digital channels. This helps you to handle customer cases and give your users a seamless experience.

3 Editor’s Recommended Customer Experience Management Software

Chisel 

Chisel tops the editor’s list of the best customer experience management software because of its whole package of tools that range from roadmaps and team alignment tools to customer experience management, all in one place. It isn’t simply a customer experience management software but also comes with tools like crafting roadmaps and building teams. 

Freshdesk

I recommend Freshdesk because of its AI-powered chatbot. Another reason is that any type and size of business can benefit from using Freshdesk. It not just makes solving customer issues a non-exhausting task but also helps you manage end-to-end field service operations. 

Salesmate 

Salesmate is one of the best customer experience management software because of its excellent functionality of calling and sending texts to customers in over 90 countries. A tool like that is what one needs when your company serves customers worldwide. Its integrations and compatibility with iOS and Android are also what’s commendable. 

Narrowing Down the Options of Customer Experience Tools

We gave you a list of the 10 best software solutions, and they all are at their best when combined with the need of your team and organization.

All these tools are unique; however, you can unlock their true power when you use Chisel’s customer feedback tools. With these tools, you will better be able to understand your customers to serve them better.