Does managing your CX feel overwhelming?
You need to have eyes on where your customers are, examine key touchpoints, trace customer journeys, and make sure you’re exceeding their expectations. All at the same time.
That may seem like a lot to do on your own, but with the right customer experience tools, you can be everywhere at once, ensuring your clients have a memorable experience with you.
In this article, we’ll look at some of the most recommended tools and why they’re must-haves for great CX.
TL;DR – Top 12 Customer Experience Tools
Here’s a quick rundown of the tools covered in this post:
- Google Analytics
- Mixpanel
- Zendesk
- Hubspot
- Hotjar
- Maze
- Qualtrics
- Tealeaf
- Mention
- Zonka Feedback
- Birdeye
- Medallia
Read on to learn more about these software.
Pro tip: Ensure your customers appreciate your brand value at every stage of the customer journey. Boost your customer’s experience further with compelling messaging.
I’m a messaging expert and can help you design a messaging strategy that connects more meaningfully with your clients. Schedule a discovery call with me today!
What is CX Software?
Customer experience software are tools or applications that allow businesses to automate processes related to their CX strategy.
These processes can involve:
- Managing various aspects of the whole customer experience strategy, such as customer service and onboarding
- Maintaining consistent messaging across all platforms where customer engagements happen
- Mapping the customer journey to ensure a frictionless experience
- Collecting and analyzing data on customer behavior and insights
- Providing efficient real-time support
How to Choose the Best Customer Experience Tool
Here are some factors you should consider before selecting your customer experience tool:
- Business requirements: Some applications are more comprehensive than others. What level of CX capability and features do you need?
- Scalability: Avoid the hassle of having to migrate to a different tool as yo
ur business grows. Choose a tool that fits your business model, is customizable, and can handle a higher input volume. - User-friendliness: The tool should be easy to navigate and not require advanced technical knowledge to use it correctly. All your team members should be able to use it easily.
- Post-sales support: You will likely need support along the way, so choose tools with excellent post-sales support.
- Pricing: Your chosen tools should match your budget. In addition, ensure that they give a good return on investment (such as by helping you gain and retain more customers).
List of Customer Experience Tools
Choosing the right customer experience tools will help you work smarter, more efficiently, and more productively.
These top picks will help you in your search for the ones that match your business:
Customer Experience Analytics Tools
This type of tool should help you gain insights into your CX quickly or in real time. They should answer questions like:
- Do my customers enjoy using my products or services?
- Are my funnels converting? Which ones aren’t?
- Where do my leads come from?
- What are my CX bottlenecks?
1. Google Analytics
Your website is your digital storefront – it’s one of your biggest sources of leads. Your customers also likely spend a lot of time on your website. That’s why it’s crucial to analyze your website activity.
Google Analytics does an excellent job at that. It’s considered one of the most comprehensive and powerful CX software because it provides insights that you can’t have as quickly using other tools.
Pricing: Free
2. Mixpanel
If you have a SaaS product, Mixpanel offers valuable features. It’s a tool that analyzes in-app user behavior.
Using this software, you can:
- Map customer behavior
- Trace their journey to paid conversions
- Store all your customer data in one hub
- Convert data into insights that can help you make informed decisions
- Spot customer segments that are highly likely to churn, enabling you to make adjustments quickly
Pricing: Free for personal projects (limited features, with access to basic analytics). More advanced features are available with paid packages beginning at $28 monthly.
Customer Experience Management Tools
CX management tools help businesses optimize every touchpoint to ensure frictionless customer journeys.
3. Zendesk
Zendesk is an all-in-one CX management suite with everything you need to analyze, manage, and optimize your customer experience.
It has features such as:
- Workflow automation
- Workforce management
- Integrations with hundreds of apps
- Real-time CX reporting and analysis
- AI-powered CX solutions (such as live chat and CX automation)
- Data consolidation from all customer touchpoints with 360 customer view
Pricing: Packages range from $55 to $115 per agent per month. You can also talk to their sales team for a customized package.
4. Hubspot
Hubspot is an impressive suite of products that enables businesses of all sizes to manage their CX.
It comes with various “hubs,” such as customer service, marketing, and even content management, allowing you to integrate hundreds of apps into one platform.
Pricing: Free and premium plans available. Paid packages start at $20 per seat monthly.
Not content with your conversion rates? Your marketing strategy might need work as well. Let’s discuss how you can increase your conversions with the help of ConversionRX.
Customer Experience Measurement Tools
Measuring your CX is crucial to understanding what your customers love about your brand and what you need to improve.
5. Hotjar
Hotjar is a tool that tracks, measures, and analyzes customer behavior on your website or app.
It can:
- Give you a customer’s POV of your app or website so you can visualize and understand their experience better
- Analyze your CX data so you can know what it means for your business and how you can improve your CX
- Allows product users to share their thoughts directly with you
Pricing: Basic plan (free) available. Paid plans range from $32 to $171 per month.
6. Maze
Maze is a user research platform that can help you track and measure your customer’s product experience.
The tool’s USP is that it provides your team members the autonomy to conduct their own research into product user behavior, preferences, and needs.
User research can include:
- Prototype testing
- Website testing
- Interview studies
- User path analyses
Using this tool, you can also:
- Gain usability metrics and other customer data while you develop new products or refine existing ones
- Launch new products or iterate quickly with real-time user insights (no more relying heavily on legacy data)
- Examine whether your go-to-market messaging or product messaging accurately captures the value of your offerings
Pricing: Paid plans begin at $99 per month.
Customer Experience Mapping Tools
What does your customer journey look like? Examine the paths your customers take to get from point A to point B, and gain insights into what nudges them forward, stalls them, or turns them away.
7. Qualtrics
With XM for Customer Experience, Qualtrics can help you map out the buyer journey to spot friction points and discover how to meet customer expectations for every touchpoint using customer insights.
Key features of this tool include:
- Customer journey optimization
- Omnichannel CX management
- Digital experience analytics to uncover issues in their digital journey
- Contact center analytics to determine the reason behind friction points and customer dissatisfaction
Pricing: Request pricing for various experience management products.
8. Tealeaf
Another tool that can help you map out and refine your customer journey is Tealeaf, a customer experience analytics platform.
It has the following key features:
- Interaction analysis to understand the intent behind customer behavior
- Digital customer journey analysis to determine problem areas
- Session replay to gain a customer’s POV of your product
Additionally, Tealeaf alerts you when customer concerns arise and helps you prioritize issues so you can address urgent ones first.
Pricing: Pricing models available on request.
Customer Experience Survey Tools
Customer feedback is a key resource to help you understand the sentiment around your brand.
The following tools can help you listen in on customer discussions wherever they happen.
9. Mention
With the web so vast and the sites where people share their thoughts too many to mention, you need a tool to do the social listening for you.
That’s what Mention does.
It scours the web for any mentions of your brand and any keywords related to you.
It also helps analyze the context behind brand mentions, provides actionable insights, and helps you engage your community.
Pricing: Plans range from $49 to $179. Customizable corporate offers available upon request.
10. Zonka Feedback
Zonka Feedback is a customer feedback and survey platform to get your customers to tell you exactly what they think and how they feel about your products or services.
With this tool, you can create feedback gateways, such as:
- Surveys and feedback forms (online and offline)
- Customer satisfaction surveys
- Employee experience surveys
- Net Promoter Score surveys
- Customer service surveys
With Zonka, building surveys take only a few minutes. Feedback forms are customizable and tailor-made for your business, and feedback can be captured via multiple channels.
Pricing: Plans range from $49 to $199 per month.
Omnichannel Customer Experience Tools
Adopting an omnichannel CX strategy ensures you’re everywhere your customers are.
But simply being present in all the right places isn’t enough. You also need to examine how to effectively engage to meet customer expectations.
These tools will help you assess your omnichannel CX.
11. Birdeye
Birdeye is an online reputation management tool that helps ensure your customers find you. It also tracks mentions of your brand wherever it exists and captures feedback using an omnichannel approach.
That means customers can engage with you on social media, email, and other platforms.
Pricing: Contact Birdeye for pricing configuration.
12. Medallia
Medallia is an experience management platform that captures customer data across all channels where your customers exist and analyzes it to deliver real-time insights.
What stands out about this tool is its capacity to gather a 360-degree view of your customers–from direct customer feedback to speech analytics to digital behavior (and more!).
This can help you curate the customer journey and tailor it according to what will drive the best results.
Pricing: Talk to Medallia’s sales team to learn about their pricing models.
Benefits of Using a Customer Experience Tool
Advanced CX tools can be expensive. But when you choose the ones that fit your business, they can help boost your ROI.
Here’s how:
- Churn reduction: Investing in CX tools can help improve your processes and streamline the customer journey. The better the experience is for your customers, the less likely they are to churn.
- Efficient feedback capture and analysis: Automating social listening and customer feedback collection ensures you capture all brand mentions and accurately analyze customer sentiment.
- Higher customer retention: CX tools provide valuable insights into customer expectations and needs, which also means you can quickly address them. This fosters stronger relationships and increases brand equity.
Frequently Asked Questions (FAQs)
Here are the answers to some common questions about CX tools:
How Can Customer Experience Tools Help in Understanding Customer Feedback?
CX survey tools like Zonka Feedback enable you to build and customize feedback forms and surveys to gain feedback directly from your customers.
These tools can also help you analyze feedback so you can adjust your strategy and provide what your customers want.
How Do Customer Experience Tools Measure Customer Loyalty?
CX tools measure customer loyalty by tracking quantitative metrics (such as repeat purchase rate and Net Promoter Score) and qualitative insights (such as from surveys and feedback forms).
Most tools can also generate real-time reports that provide not just the numbers but also the context, customer intent, and insights that you can use to make informed decisions.
What Role Do Customer Experience Tools Play in Reducing Customer Churn?
The right CX tools can help optimize customer touchpoints so your customers can have an overall positive journey.
When all touchpoints meet client expectations, they are more likely to continue doing business with you, reducing churn.
How Do AI and Machine Learning Enhance Customer Experience Tools?
AI is integral in an effective CX tool. It allows automation, predictive analysis, and machine learning that analyze customer behavior and conduct data-backed CX forecasts.
This capability ensures that data insights are accurate and readily available so you can optimize the customer journey based on what will benefit your business.
Conclusion
Investing in customer experience tools is a step in the right direction.
They ensure efficiency, productivity, and accuracy in your CX strategy, which results in happier customers and stronger client relationships.
But also remember: You need to tell a compelling brand story to reinforce a positive CX. Let us work together to design a messaging strategy that elevates your customers’ experience. Book a discovery call with me today.
