Today’s Experience Management Softwares are incredibly versatile, and because of strong competition, have remained a relatively low-cost investment for most.
Currently, with dozens of options available for Experience Management Software in the market – finding the right Experience Management Software of September 2023 can be tricky.
So we spent dozens of hours researching and testing everyone we could get my hands on.
Based on our experience with the apps, here are 10 Best Experience Management Software. Click on any app to learn more about why we chose it, or keep reading for more context on Experience Management Software.
On this page, you’ll learn about the following:
What is Experience Management Software?
Experience management software collects feedback from a specific target population and synthesizes it into actionable insights and next steps to close the loop. Survey software and enterprise feedback management software already have features that enable businesses to plan and take informed actions based on the feedback they’ve received, but experience management solutions add functionality that allows them to plan and take informed actions based on the feedback they’ve received. These solutions, in particular, create analytics dashboards for feedback data that can be viewed by all stakeholders in a business. Some products will also provide gamification features or agent based scoring metrics to incentivize employees to leverage insights offered by the platform Experience management software can be used for a variety of purposes in a company, including customer service. B2B account experience, product experience, and market research are all CX CX CX CX CX CX CX CX C Though the majority of products cater to a single use case, some will target numerous categories of people and allow firms to segment their consumers. Products that specialize in CX collect customer feedback and deploy insights to frontline employees who can execute closed loop actions based on that feedback Client feedback is collected and sent to sales or customer success teams using products developed for B2B account experience. Product management teams can use product experience solutions to gather and analyze input about their customers’ experiences with a product. Finally, market research solutions include features such as research panels that allow companies to survey their target population. Enterprise feedback management solutions offer the survey generation and implementation elements of survey products, as well as the business-focused analytics features of experience management software. Because of the stacking nature of these groups of products, the Experience Management, Enterprise Feedback Management, and Survey categories are mutually exclusive to provide clarity on the exact feature sets provided by each type of software solution. A product must meet the following criteria to be considered for the Experience Management category: Buyer’s Guide and Category Research by Stephanie Graham
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10 Best Experience Management Software
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Birdeye is an all-in-one customer experience platform. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Payments, and delight those customers with Surveys, Ticketing, and Insights – all in one place.
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Stella Connect by Medallia is the first platform that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. Create a motivated and engaged work-from-anywhere team that brings a human touch to every customer interaction. Gain Visibility into Performance: Whether your service center is remote, co-located, operated internally, or you work with BPOs, easily access insights to understand how your entire service organization is performing. Quickly identify positive and negative trends across your team, highlight top and bottom performers, and spotlight opportunities for in-the-moment coaching. Engage and Motivate Your Team, No Matter Where They Sit: It’s undeniable that employee engagement drives performance. Stella Connect helps you better understand what motivates your top performing agents and optimize the agent experience. Also, agents get direct access to their real-time customer feedback, which motivates them to bring their “A” game to every customer interaction. Drive Efficiency and Improvement: Stella Connect helps drive efficiency and performance improvements for your front-line team. Stella Connect connects customer feedback to coaching and QA in one easy-to-use platform. This allows teams to eliminate point solutions, and reduces the time and effort traditionally required to coach and manage a team of agents. .
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Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment. Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/ .
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ChurnZero’s real-time customer success platform helps subscription businesses fight customer churn. Our platform is uniquely designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. ChurnZero customers find instant ROI as their customer success managers are immediately more productive and better informed and their customers are getting better just-in-time service from the automated playbooks. .
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InMoment Customer Experience (formerly Wootric Customer Experience) offers a modern approach to customer experience management. Our consultative approach lets you develop a rigorous VoC program that will deliver impact fast, and that can expand as your needs evolve. MODERN CUSTOMER LISTENING InMoment CX uses customizable Net Promoter Score (NPS), CSAT, and Customer Effort Score (CES) microsurveys in any channel to deliver real-time customer sentiment metrics and qualitative feedback across customer journey touchpoints. Note: Advanced targeting and all languages supported. Survey channels include email, web & mobile in-app, in-chat, and SMS. Leverage our two-way integrations to trigger surveys based on events & actions in Salesforce, Zendesk, Segment, Intercom. Send data and trigger action in all of your connected systems like HubSpot, ServiceNow, Slack, Gainsight, Mixpanel, Totango using native integrations or Zapier. PRIORITIZE ACTIONS TO IMPROVE CX AI-driven text & sentiment analytics deliver insight from qualitative responses at scale. Break down silos and get a holistic view of your customer when you see all of your VoC data into one platform — analyze NPS data alongside AppStore reviews, for example — in a platform that can be easily leveraged by multiple teams, no analyst required. ALIGN YOUR COMPANY AROUND BOOSTING CUSTOMER HAPPINESS Advocate for CX improvement and evangelize customer centricity when you have data-driven insight. Close the loop with customers — within Wootric or in your systems of record. Create custom dashboards, set watchlist alerts, and automate reports that are meaningful to stakeholders. Easily export data for business analytics. .
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AskNicely is the recognized leader in customer experience management and has the only mobile platform for people-powered businesses. We bring feedback, coaching and brand-aligned service actions into the pocket of your frontline team. CUSTOMER FEEDBACK You’ll send customizable, conversational surveys at just the right moment—controlling frequency and triggers. Reach your customers via email, SMS, or on your website. Measure what matters to your business—NPS, CSAT, or CES. Drive referrals and reviews from your most loyal customers. Use push notifications to escalate service issues instantly, improving retention. Simplify your tech stack with Salesforce and Slack integrations (among many others). Display customer reactions in real-time in every location with TV dashboards and the mobile app. Make smarter business decisions with feedback analytics tools, isolating performance by location and seeing the correlation between rising NPS and sales. FRONTLINE FEEDBACK, COACHING AND PLAYBOOKS The world’s first pocket-sized customer experience coaching platform. Empower your frontline teams to respond consistently across locations with automated workflows. Build a customer-first culture with feedback that’s transparent, accessible, and digestible. Identify star performers and opportunities in executive dashboards, and pinpoint common themes with text analytics. .
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Qualtrics Customer XM is used by the world’s most iconic brands to deliver breakthrough customer experiences and drive business impact. With Qualtrics’ feedback collection capabilities such as SMS, voice, social, web, app, and more, you can hear and understand emotion, effort, and intent in what every customer is saying, wherever they are saying it. Uncover unmet needs and points of friction with signals from conversational analytics, machine learning, benchmarking, and journey analytics. Qualtrics helps you go from insights to action, with journey orchestration, intuitive action planning tools, closed-loop ticketing, and integrations with all your existing platforms and tools, such as Salesforce.com, Marketo, JIRA, FullStory, ServiceNow, Genesys, Facebook, and Google. And, as a trusted partner on your CX journey, Qualtrics helps you build a world-class program with flexible services and support offerings, delivered by the largest ecosystem of XM experts. Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands. .
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Zonka Feedback Customer Experience Management Platform is tailor-made for small businesses and enterprises to capture and analyze Employee & Customer Feedback across all touchpoints, improve experiences, and accelerate business growth. Zonka’s Customer Experience Management (CEM) Platform is changing the way businesses around the globe capture, understand, and manage feedback and experience for customers, patients and employees. Zonka CX Management Software captures experiences and feedback at all touchpoints including in-person, offline, online, email, and SMS, and provides a space for active listening. Coupled with in-the-moment, real-time feedback reporting, insights, and trends, companies use Zonka CX Platform to drive result-oriented actions to improve Customer Experience and Close the Feedback Loop. With Zonka CX Management Platform, businesses can identify at-risk customers, resolve issues, reduce churn, turn detractors and passives into promoters and create amazing experiences, leading to better business outcomes and satisfied customers. Core Features Include: – Quick to Setup, Easy to Use – Designed for Customer & Employee Feedback – NPS, CES 2.0 & CSAT Scores – Feedback Management, Close the Loop – Real-time Reporting, Alerts, and Digest – Multilingual Feedbacks & Surveys – Multi-Chain, Location Management – APIs, Web Hooks and Integrations .
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The fastest-growing most trusted Customer Success software in the world, Totango’s state-of-the-art software platform helps businesses of all sizes optimize their customer engagement across the entire customer journey. More than 5,000 businesses, including the fastest-growing enterprises like Zoom, SAP, and Google, use Totango to get real-time access to customer health, stay alert to risks and opportunities, and engage proactively and intelligently with their customers to drive evaluation, onboarding, product adoption, renewal, revenue growth, and advocacy. Get started with the best customer success software for free. .
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SMG helps brands get smarter about their customers, patients, and employees to drive changes that boost loyalty and improve business performance. SMG is more than a software solution. We combine platform technology and professional services to collect, analyze, and share feedback and behavioral data—so it’s easier for brands to deliver and activate insights across their enterprise. No other XM vendor combines platform technology and professional services to achieve meaningful business outcomes like SMG. We provide analysis support, insight delivery, and strategic partnership—going far beyond the software as a service (SaaS) model offered by other vendors. SMG’s unique software with a service (SwaS) model includes platform technology and professional services to help brands turn mountains of data into actionable insights that change business outcomes. That collaborative approach—along with our ability to combine measurement technology, robust reporting, and unmatched research expertise—is the main reason SMG’s client retention is second to none, with partnerships lasting 8 years on average, and 50% of new business coming from client referrals. .
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What is the Best Experience Management Software?
Here are our top picks for the Best Experience Management Software to try this year.
How to Choose Best Experience Management Software?
When it comes to choosing customer experience management software, there are a few things to look for. You should be able to measure customer experience data, prioritize customer needs and predict stakeholder needs. You should also be able to track progress and measure key experience drivers. A good CMS will also allow you to integrate with other systems, scale, and grow with your business. The following are some of the most important factors to consider.
One of the most important features of any customer experience management software is its ability to allow you to customize it to your business. It should also allow you to manage different aspects of the customer experience, such as employee experience. Some platforms will allow you to create surveys for employees and customers, while others are more focused on one. Some platforms can manage experiences for several different areas. Make sure you choose a product that will meet your specific needs.
Once you’ve decided to use an experience management software platform, you’ll need to decide what your needs are. Depending on your needs, there are several different options to choose from. There are also different prices for different platforms. A team plan costs $25 per month. The Enterprise plan costs $95 per user and offers more features and integrations. While the free version can be used for a few employees, the enterprise plan is priced at $250 per month for up to 500 users.
Customer experience management software can help you gather information about customer feedback, identify trends and improve customer interactions. By collecting data from different sources, CX software can provide a single view of the feedback provided by customers. In addition to collecting customer feedback, CX software can display that data in a dashboard. This will allow you to analyze the responses of all employees and customers in a centralized manner. It will allow you to see what’s working and what needs to be improved.
A customer experience management software solution should be able to track and collect feedback from customers. It should also have the capacity to store customer information. It should be able to track the history of customer interactions and provide real-time updates. It should also be able to handle the complexity of customer feedback. It’s important to understand what your customers’ feedback means to you. By understanding what makes your customers happy, you’ll be aiming for the best possible results.
In order to choose the right software for your business, you must first determine what you need. Typically, customer experience management software will provide features that are specific to your industry. In-depth analytics and reports will be available to help you understand customer feedback. If you want to use CEM to improve customer satisfaction, you should be able to customize the system. There are also several other considerations when choosing a CEM tool.
The customer experience management software should be able to measure the quality of your customer engagement and make this data actionable. It should be easy to use, and ideally integrate with your current CRM system. It should also integrate with other business systems. A good customer experience management solution should also be customizable and can be used by a wide variety of users. The right customer experience management software should offer you features and functionality that meet your needs and your budget.
When deciding on the right experience management software for your business, you must consider the features it offers. A good software should be easy to use and intuitive. It should allow you to create an effective customer feedback survey. It should be easy to implement and requires no training. It should have a clean interface that is easy to customize for your business. A good customer experience management software should also offer a free trial. However, if you’re unsure of which one to choose, you can check out a demo of each company’s experience management solution.
Choosing the best experience management software is a critical decision that will determine the success of your business. The most effective solution should offer an effective and user-friendly interface. In addition, it should offer a free trial so that you can test the functionality. Lastly, an excellent software should be able to integrate with other business tools. The best customer experience management software will also integrate with your existing CRM. In addition to its usefulness, it should offer features such as customer support and customizable pricing.
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FAQ’s
Experience management software is a software that is used to evaluate, manage and optimize customer experience. It is also used to gather data from a customer’s interaction with the company and to provide feedback to the company. It is used to measure customer satisfaction and to identify customer needs.
There are a few free experience management software out there, but they are not as robust as the paid ones. They are great for small businesses and startups, but for larger enterprises, it is worth investing in a more robust solution.
No, experience management software is not easy to learn. It requires a lot of training and time. The best way to learn experience management software is to find a company that specializes in training people on this software. You can also find tutorials on YouTube or other websites.
Experience management software is a great way to get a handle on all the experience that your employees are having.It can help you to identify which employees are having the best experience and which employees are struggling.It can also help you to identify what kind of experience your customers are having.
While there are many types of experience management software available, the most common is that which is designed for customer service. It’s important for a company to have a good customer service experience so that the customer feels taken care of and not like they are being pushed away.
Experience management software is the best way to monitor employee performance. It helps to monitor the progress of employees in a timely manner and helps to identify any issues that may need to be addressed. It is also a great way to organize and manage employee feedback.
I know you want to use Experience Management Software, thus we made this list of best Experience Management Software. We also wrote about how to learn Experience Management Software and how to install Experience Management Software. Recently we wrote how to uninstall Experience Management Software for newbie users. Don’t forgot to check latest Experience Management statistics of 2023.
In Conclusion
Choosing the best Experience Management Software is not a difficult task when you have all the details and requirements. Most of the above-mentioned Experience Management Software have impressive and user-friendly features.
Now, it is up to you which software you’d pick up that meets your requirements.
Consider the effectiveness and efficiency of each Experience Management Software, including the features and capabilities. You must also evaluate your objectives, required functions, and budget before choosing the right Experience Management Software of September 2023. See which will give a great deal.
If you still have questions about choosing the best Experience Management Software, leave a comment below. I’d love to assist you.