What is an Experience Management Software?
A Customer Experience Management (CEM) software is essential for businesses focused on delivering exceptional customer journeys. These tools gather, analyze, and act on feedback from customer interactions, aiming to boost satisfaction, improve retention, and drive loyalty. By helping organizations anticipate customer needs, CEM software empowers them to create seamless and personalized experiences across touchpoints, from customer support to digital engagement.
Our Comparison Process
This article evaluates 10 CEM tools based on core aspects such as features, key benefits, limitations, pricing, and integrations to help identify the best-fit solution for your business needs. Each tool’s strengths and drawbacks will be analyzed to provide a balanced overview, assisting you in making an informed decision about the ideal CEM solution for your company.
1. Omniconvert
Omniconvert is a comprehensive data-driven platform that helps businesses optimize their growth and improve customer experiences. It offers a suite of solutions that support conversion rate optimization (CRO), A/B testing, and customer experience insights, with a strong focus on turning data into actionable strategies. For companies aiming to enhance both acquisition and retention, Omniconvert provides tools for understanding customer journeys, gathering feedback, and identifying high-value customer segments.
Omniconvert offers 3 different software with specific features that are aimed at Customer Experience Management: Omniconvert Reveal, Omniconvert Pulse, and Omniconvert Explore:
1.1 Omniconvert Reveal
Omniconvert Reveal focuses on Customer Lifetime Value (CLV) analytics, helping brands understand customer behavior and loyalty. Its features include segmentation based on RFM (Recency, Frequency, Monetary) analysis, cohort analysis, and predictive insights to improve retention.
Key Features
- Customer Segmentation: Uses RFM analysis to categorize customers based on buying behavior, enabling targeted marketing.
- Customer Lifetime Value (CLV) Tracking: Calculates CLV to help businesses prioritize high-value customers.
- Cohort Analysis: Groups customers by shared characteristics, helping to understand long-term buying trends.
- Retention Rate Monitoring: Tracks customer retention metrics to improve loyalty strategies.
Pros
- Strong retention and CLV focus
- Effective segmentation and targeting
- Detailed customer behavior insights
Cons
- May have a higher learning curve for beginners.
Pricing
Customized pricing based on company revenue.
It starts with a 30-day free trial. The prices start from $260 per month.
Pricing and Features
Integrations
- Gorgias
- Zendesk
- Freshdesk
- Custom integrations
1.2 Omniconvert Pulse
Omniconvert Pulse is a customer feedback tool aimed at gathering Net Promoter Score (NPS) data, customer surveys, and insights to monitor satisfaction in real-time. It empowers companies to act on customer feedback for improved experience.
Key Features
- Trend Analysis: Visualizes data trends to highlight areas for improvement over time.
- NPS Surveys: Collects Net Promoter Scores to gauge customer satisfaction and loyalty.
- Customer Satisfaction Tracking: Monitors customer feedback in real time, providing actionable insights.
- Survey Customization: Allows full survey customization to tailor feedback collection to business needs.
- Advanced NPS reports: by customer segment, store, location, brand, category, employee, channel, etc.
Pros
- Real-time insights
- Customizable survey options
- Easy-to-use dashboard.
Cons
- Limited advanced analytics
Pricing
Starts with a 30-day free trial. The prices start from $64 per month.
Pricing and Features
Integrations
Integrates with CRM platforms and customer data tools.
1.3 Omniconvert Explore
Omniconvert Explore is a CRO tool designed to enhance user experience by allowing businesses to experiment with website changes, gather feedback, and deliver personalized experiences. By focusing on A/B testing, user surveys, and behavioral targeting, Explore enables marketers to test hypotheses, collect user insights, and refine content based on data-driven analysis. This tool helps companies better understand their audience and create customized user journeys, boosting engagement and conversions across digital channels.
Features
- A/B Testing: Run experiments to compare website changes and find optimal configurations for conversions.
- Personalization: Provides tailored experiences for different customer segments based on behavior and preferences.
- Surveys and Polls: Gathers direct feedback from users to improve website elements based on their preferences.
- Behavioral Targeting: Targets users with personalized messages based on real-time behavior.
Pros
- Robust A/B testing capabilities
- Effective personalization options
- Easy-to-deploy surveys
Cons
- Limited reporting features
- Requires initial setup time
Pricing
Starts with a 30-day free trial. The prices start from $273 per month.
Pricing and Features
Integrations
Works with CMS and e-commerce platforms, allowing easy deployment of tests and personalization across major websites.
2. UserGuiding
UserGuiding is a digital adoption and onboarding platform designed to enhance user experiences through guided product tours, walkthroughs, and interactive tutorials. Its customer experience management capabilities support companies in delivering seamless onboarding processes and helping customers better understand product features.
Key Features
- User Onboarding and Guidance: Create no-code, customized onboarding flows for new users.
- In-app Messaging: Send targeted messages to enhance engagement and support.
- Analytics: Track user behavior to understand engagement patterns.
Pros
- Easy-to-use, no-code setup
- Customizable onboarding flows
- Strong analytics for user insights
Cons
- Limited advanced integrations
- May require ongoing adjustments for new features or updates
Pricing
UserGuiding offers pricing tiers based on usage, starting with a basic plan for small teams and expanding to more robust options for larger businesses.
Pricing and Features
Integrations
UserGuiding integrates with major platforms like Slack, Google Analytics, and various CRM tools to streamline data tracking and customer support.
3. Podium
Podium is a customer experience management software tailored for local businesses to enhance interactions through efficient, centralized communication. It allows businesses to manage reviews, feedback, and messaging, improving customer relations and engagement.
Key Features
- Messaging Hub: Communicate via SMS, email, and web chat from one platform.
- Review Collection: Build a strong online reputation by managing customer reviews.
- Customer Feedback: Gather feedback through surveys to measure satisfaction.
Pros
- Comprehensive reputation management
- Effective multi-channel messaging
- Simple interface for small businesses
Cons
- Higher pricing may not suit smaller budgets
- Limited customization options for large enterprises
Pricing
Counts with a free trial. The prices start from $399 per month.
Pricing and Features
Integrations
Integrates with Google, Facebook, and popular CRM platforms, ensuring smooth data consistency across channels.
4. HubSpot Service Hub
HubSpot Service Hub is a comprehensive customer experience management tool designed to help businesses improve customer service and streamline support operations. It integrates seamlessly with HubSpot’s CRM, making it ideal for teams looking to centralize customer interactions and manage feedback.
Key Features
- Ticketing System: Organize and prioritize customer inquiries efficiently.
- Customer Feedback Surveys: Collect NPS and CSAT data for insights.
- Knowledge Base: Build a self-service library to answer common queries.
Pros
- Integrates well with HubSpot’s CRM for a unified view
- User-friendly interface with extensive reporting tools
Cons
- Limited functionality in lower-tier plans
- Can be expensive for small businesses needing advanced features
Pricing
HubSpot Service Hub offers tiered pricing, with free tools and paid plans starting at $15/month.
Pricing and Features
Integrations
Connects with numerous apps like Slack, Jira, and Zapier, enhancing team collaboration and workflow management.
5. Sogolytics
Sogolytics is a versatile tool designed for comprehensive feedback collection and analysis, ideal for businesses looking to improve customer experience through data-driven insights. Known for its robust survey capabilities, it enables organizations to create in-depth, customizable surveys to gather and interpret customer feedback effectively.
Key Features
- Advanced Survey Tools: Offers NPS, CSAT, and CES surveys tailored for CX insights.
- Data Analytics & Reporting: Intuitive dashboards to analyze responses and track trends.
- Feedback Management: Real-time alerts and automation for prompt customer follow-up.
Pros
- Highly customizable survey options
- Strong reporting and data visualization tools
Cons
- The interface can be complex for first-time users
- Limited integrations compared to other CEM tools
Pricing
Counts with a free trial. The prices start from $25 per month.
Pricing and Features
Integrations
Sogolytics integrates with systems like Salesforce and Microsoft Dynamics, allowing for streamlined data flow and enhanced CRM capabilities.
6. Intercom
Intercom is a comprehensive customer messaging platform designed to enhance customer experience through real-time communication, automation, and personalization. Known for its user-friendly interface, Intercom supports businesses in managing customer relationships with tools like live chat, chatbots, and a knowledge base.
Key Features
- Live Chat and Messaging: Real-time customer support to engage users instantly.
- Automated Chatbots: Helps streamline repetitive tasks and supports 24/7 engagement.
- Customer Segmentation: Allows for targeted messaging based on customer behavior.
Pros
- Efficient customer engagement through automation
- Strong integration with various CRMs and apps
Cons
- Pricing can be high for smaller businesses
- Limited customizations in certain features
Pricing
Counts with a free trial. The prices start from $29 per month.
Pricing and Features
Integrations
Intercom integrates seamlessly with platforms like Slack, Salesforce, and HubSpot, enhancing its flexibility across customer management systems.
7. Salesforce
Salesforce is a leading customer experience and relationship management platform that provides a comprehensive suite of tools for customer support, marketing, and sales. Built on an adaptable cloud-based infrastructure, Salesforce enables businesses to personalize customer interactions, track insights, and streamline workflows, helping teams to improve customer experience.
Key Features
- Customer 360 View: Centralized customer data for holistic management and support.
- AI-Powered Insights (Einstein AI): Predictive analytics to optimize customer interactions.
- Omnichannel Support: Seamless integration across social media, email, and live chat.
Pros
- Extensive customization options
- Scalable for enterprises of all sizes
Cons
- Can be costly for smaller businesses
- Steeper learning curve for new users
Pricing
Counts with a free trial. The prices start from $25 per month, per user.
Pricing and Features
Integrations
Salesforce integrates with popular tools, including Slack, Mailchimp, and Zapier, providing flexibility across various customer service needs.
8. Freshdesk
Freshdesk, a product of Freshworks, is a customer support software that streamlines customer service with a robust set of tools for ticket management, collaboration, and analytics. Designed to help businesses improve customer interactions, Freshdesk offers features like multi-channel support, automation, and AI-driven insights.
Key Features
- Omnichannel Support: Handles inquiries from email, chat, phone, and social media in one place.
- AI-Powered Bots (Freddy AI): Automates responses for faster customer support.
- Collaborative Ticketing: Allows team members to collaborate on resolving tickets efficiently.
Pros
- Intuitive and user-friendly interface
- Strong automation capabilities for increased efficiency
Cons
- Limited customization options on lower-tier plans
- Advanced analytics require higher-tier plans
Pricing
Freshdesk provides flexible pricing, including a free plan for smaller teams and tiered options with additional features.
Pricing and Features
Integrations
Freshdesk integrates with popular applications, such as Slack, Shopify, and Zapier, to support seamless workflow enhancements across platforms.
9. Qualtrics XM
Qualtrics XM (Experience Management) is a comprehensive platform designed to help businesses understand and improve customer experience through data-driven insights. With powerful survey tools and feedback collection capabilities, it enables organizations to capture and analyze customer feedback across various touchpoints.
Key Features
- Advanced Feedback Collection: Collects and analyzes feedback from multiple channels, such as surveys and social media.
- Predictive Analytics: Uses AI to identify trends and predict customer needs.
- Journey Optimization: Maps and enhances the customer journey based on collected data.
Pros
- Highly customizable feedback tools
- Strong predictive analytics and reporting capabilities
Cons
- Higher price point may be challenging for smaller businesses
- Some features require a learning curve for new users
Pricing
Qualtrics XM offers tiered pricing, customized for enterprise needs. You need to contact Qualtrics directly for specific pricing.
Pricing and Features
Integrations
Integrates seamlessly with CRM systems, analytics platforms, and apps like Salesforce, allowing for enhanced data usage across systems.
10. Survicate
Survicate is a versatile customer experience management platform focused on real-time feedback collection to help businesses understand customer needs. Known for its ease of use and streamlined survey tools, Survicate enables companies to embed surveys across digital touchpoints like websites, mobile apps, and emails.
Key Features
- Real-Time Feedback: Collects customer insights through in-the-moment feedback surveys.
- Survey Variety: Offers multiple survey types, including NPS and CSAT.
- Analytics and Reporting: Provides insights into customer sentiment and trends.
Pros
- Easy to implement with quick survey deployment
- Affordable options suitable for smaller businesses
Cons
- Limited advanced analytics compared to some competitors
- Less robust in personalization capabilities
Pricing
Survicate offers multiple plans, including a free option. Premium plans provide more advanced features.
Pricing and Features
Integrations
Integrates with CRM tools, email marketing platforms, and applications like HubSpot and Intercom, making it versatile for many business setups.
To Wrap Things Up
Effective Customer Experience Management (CEM) is crucial for building lasting relationships with customers and ensuring business growth. By leveraging the right tools, companies can gather insights, streamline operations, and enhance user interactions.
The software solutions highlighted in this article offer great features that cater to different needs, enabling you to optimize your customer experience strategy. Choosing the right CEM tools can also empower you to deliver exceptional experiences, driving satisfaction and loyalty.
