Categories   >   Customer Experience Software
Last Reviewed: November 26th, 2024

Best Customer Experience Software Of 2024

What is Customer Experience Software?

Customer Experience (CX) software empowers businesses to understand and optimize customer interactions across all touchpoints. It tackles challenges like siloed data, inconsistent service, and unmet customer needs. By centralizing feedback, tracking journeys, and analyzing sentiment, CX software offers valuable insights to improve satisfaction and loyalty. Key functionalities include customer journey mapping, omnichannel feedback collection, analytics and reporting, and personalization tools. Emerging features leverage AI for sentiment analysis, predictive recommendations, and automated customer service interactions. CX software benefits various user groups, including marketing, sales, and customer service teams, across all industries. It's particularly valuable for companies focused on building strong customer relationships and driving repeat business. While implementation costs and data privacy concerns are limitations, the overall value proposition lies in creating loyal customers and fostering sustainable growth. In essence, CX software equips businesses with a holistic view of their customers, enabling them to deliver exceptional experiences that drive growth and brand advocacy.

What Are The Key Benefits of Customer Experience Software?

  • Improved customer satisfaction & loyalty
  • Enhanced customer journey personalization
  • Actionable insights & data-driven decisions
  • Unified view of customer across touchpoints
  • Proactive issue identification & resolution
  • Increased customer retention & repeat business
  • Reduced customer churn & negative feedback
  • Improved operational efficiency & cost savings
  • Stronger brand reputation & advocacy
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SelectHub Award Winners - Array

Our Research Analysts evaluated 222 solutions and determined the following solutions are the best Customer Experience Software overall:

Overall

Qualtrics XM Award
Qualtrics XM
Qualtrics XM
Start Price
$1,500
Annually
Analyst Rating
88
SelectHub’s Analyst Rating for Qualtrics XM, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Cloud On-Premise
Platform
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Why We Picked Qualtrics XM

Over the past year, Qualtrics XM has emerged as a robust platform in the realm of customer experience management, distinguishing itself through a blend of comprehensive analytics, user-friendly design, and versatile survey tools. Users have lauded its ability to gather and analyze customer feedback across multiple channels, offering deep insights that drive strategic decisions. A standout feature is its predictive intelligence capabilities, which not only analyze past customer behavior but also forecast future trends, setting it apart from competitors like SurveyMonkey and Zendesk. However, some users have noted a steep learning curve and higher price point as potential barriers, particularly for smaller businesses or those with limited technical resources.

Despite these challenges, the depth of customization and integration options available with Qualtrics XM is frequently highlighted as a significant advantage. Users can tailor surveys and reports to meet specific needs, integrating data from various sources for a holistic view of the customer experience. This level of customization and integration is often cited as a key differentiator from other platforms, which may offer more out-of-the-box solutions but less flexibility. The importance of this cannot be overstated, as it allows businesses to adapt quickly to changing customer expectations and market dynamics.

Qualtrics XM is best suited for medium to large enterprises that prioritize a deep understanding of their customer experience and are willing to invest in a comprehensive platform. Its advanced analytics, predictive capabilities, and customization options make it particularly valuable for organizations that operate in dynamic industries or have a diverse customer base. While the initial investment in time and resources may be higher, the potential for actionable insights and strategic decision-making justifies the commitment for businesses focused on long-term customer satisfaction and loyalty.

Pros & Cons

  • Sophisticated Survey Design: Qualtrics XM offers a wide range of question types and logic options, enabling users to create complex and nuanced surveys that yield richer insights. The platform's user-friendly interface makes it easy to design surveys, even for those with limited experience.
  • Robust Reporting and Analytics: Qualtrics XM provides powerful reporting and analytics tools that allow users to easily analyze survey data and generate meaningful insights. Users can create custom reports, dashboards, and data visualizations to track key metrics and trends over time.
  • Actionable Insights: Qualtrics XM goes beyond simply collecting data; it helps users turn data into actionable insights. The platform's text analytics and sentiment analysis capabilities allow users to understand the underlying emotions and opinions expressed in survey responses, providing valuable context for decision-making.
  • Integrations and Partnerships: Qualtrics XM integrates with a wide range of third-party tools and platforms, such as CRM systems, marketing automation platforms, and social media platforms. These integrations allow users to connect survey data with other business data sources, providing a more holistic view of the customer experience.
  • Steep Learning Curve: The platform's extensive features and functionalities can be overwhelming for new users, requiring significant time investment to master. This complexity can hinder adoption and limit the ability to fully leverage its capabilities.
  • Cost: Qualtrics XM is known for its premium pricing, which may be prohibitive for smaller businesses or those with limited budgets. The pricing structure can also be complex, making it difficult to predict and manage costs effectively.
  • Mobile App Limitations: The mobile app's functionality is limited compared to the web version, restricting users' ability to manage and analyze data on the go. This can be inconvenient for teams that require flexibility and remote access.

Key Features

  • Automation: Automatically deliver recommended actions and notifications to the appropriate teams. Use drag-and-drop integrations to create a unified system of action within CRMs, ticketing platforms and messaging apps. 
  • Digital Optimization: Streamline customer engagement on digital channels. 
    • Customer Targeting: Deliver more personalized and relevant content to customers. Analyze customer behavior through targeted assessment. 
    • Apps: Optimize in-app experiences to improve brand reputation. Monitor app store reviews and automatically send recommended solutions to team members. 
    • Feedback: Gather feedback across every digital touchpoint and convert it into actionable insights. Gain insights about new digital products and services in real time. Connect with customers via app, web, chat or SMS. 
    • Customer Satisfaction: Use advanced statistics to compare customer journeys with their satisfaction scores. 
  • Dashboards: Collect feedback, design digital listening posts and create programs through intuitive dashboards. Use drag-and-drop modules to deliver feedback surveys across apps, mobile and web. 
  • Artificial Intelligence: Discover trends and patterns, and predict customer behavior via AI modules. 
    • Customer Behavior: Automatically view actions that enhance customer experience. 
    • Customer Interactions: Analyze comments from multiple sources like social media, chatbots, surveys, websites and more. Identify engagement across customer touchpoints. Analyze phone calls to uncover insights and track agents’ performance.  
    • Critical Issues: Monitor urgent issues and automatically follow-up via texts. 
    • Industry Knowledge: Leverage pre-built, industry-specific topic libraries. 
    • Statistical Analysis and Testing: Implement regressions, correlations, pivot tables, crosstabs, conjoint and cluster analysis. Automatically run relevant tests by computing data. 
  • Reputation Management: Extract data from online channels, automatically request positive reviews and publicly counter negative ones. Analyze user sentiment, track location-specific trends and get an overview of brand reputation across all digital channels. 
  • Personalization: Reduce churn by identifying at-risk clients and anticipating behaviors. Create tickets for queries and concerns, facilitating quick follow-ups. Connect with customers through SMS, chatbots, email, websites, apps and more to deliver personalized interactions. 
  • Voice of Customers (VoC): Base critical business decisions around customers. Gather real-time insights on crucial satisfaction drivers for first-time and regular clients. Deliver customized products, features and add-ons. 
  • NPS: Optimize the customer experience, identify dissatisfied customers, segment them by loyalty, compare against competitors and industry benchmarks, and track product improvements via the Net Promoter® Score. 
  • Feedback Management: Take quick actions on customer feedback with ticketing systems, resolution tracking and root cause, and text and statistical analysis. Automatically convert feedback into tickets by setting triggers. Monitor tickets, customer satisfaction, team productivity and first call resolution through role-based dashboards. 
  • Surveys: Increase brand awareness and customer retention through surveys. Use the drag-and-drop user interface to create customizable surveys or opt for pre-built ones. Deliver surveys across all channels like email, text, offline and native apps, chatbots and more. 
  • Integrations: Connect existing tech stacks with Google Analytics, Genesys Cloud, Salesforce, SlackIntegromat, Infotools, Adobe Analytics, Zapier, Quantum Metric and more. 
  • Security: Ensure data protection with encryption, FedRAMP authorization and ISO27001 and HITRUST certifications. Provides password-protected accounts, single sign-on and multi-factor authentication, user logs monitoring and data backups. 
Zoho CRM Plus Award
Zoho CRM Plus
Zoho CRM Plus
Start Price
$14
Per User, Monthly
Analyst Rating
87
SelectHub’s Analyst Rating for Zoho CRM Plus, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Zoho CRM Plus

Over the past year, Zoho CRM Plus has garnered attention for its comprehensive suite designed to enhance customer experience management. Users have lauded its all-in-one platform, which integrates sales, marketing, and customer support functionalities, allowing businesses to streamline their operations and foster better customer relationships. A standout feature, according to reviews, is its AI assistant, Zia, which offers predictive analytics and automation capabilities, setting Zoho CRM Plus apart from competitors like Salesforce and HubSpot. This AI-driven insight helps businesses anticipate customer needs and personalize interactions, a critical differentiator in today's market.

However, some users have pointed out weaknesses, particularly regarding the learning curve associated with its plethora of features and the occasional sluggishness of customer support. Despite these challenges, the platform's affordability compared to its counterparts, without compromising on functionality, is frequently highlighted as a significant advantage. For instance, small to medium-sized businesses benefit from its cost-effectiveness, receiving a robust CRM solution without the hefty price tag often associated with similar platforms.

Zoho CRM Plus is most suited for businesses looking for a comprehensive, integrated solution to manage their customer experience end-to-end. Its unique blend of affordability, AI capabilities, and an extensive suite of features makes it particularly appealing to small and medium-sized enterprises (SMEs) aiming to scale their operations and enhance customer engagement without breaking the bank. The platform's ability to provide a 360-degree view of the customer journey, coupled with predictive analytics, positions it as a valuable tool for businesses focused on proactive customer relationship management and personalized marketing strategies.

Pros & Cons

  • Easy to Use: Zoho CRM Plus has a user-friendly interface that makes it simple for businesses to manage their customer relationships without a steep learning curve. The platform's intuitive design and navigation allow users to quickly find the information they need and complete tasks efficiently.
  • Affordable: Zoho CRM Plus offers competitive pricing plans that cater to businesses of all sizes. The platform's cost-effectiveness makes it an attractive option for small and medium-sized businesses looking for a comprehensive CRM solution without breaking the bank.
  • Feature-Rich: Zoho CRM Plus provides a wide range of features that cover various aspects of customer relationship management, including sales force automation, marketing automation, customer support, and inventory management. This comprehensive suite of tools allows businesses to streamline their operations and improve efficiency.
  • Reliable: Zoho CRM Plus is a reliable platform that offers high uptime and data security. Businesses can trust that their customer data is safe and accessible when they need it.
  • Excellent Customer Support: Zoho CRM Plus provides excellent customer support to help businesses get the most out of the platform. The support team is responsive and knowledgeable, and they offer a variety of resources, including online documentation, tutorials, and live chat.
  • Steep Learning Curve: Zoho CRM Plus can be overwhelming for new users due to its extensive features and complex interface. The learning process can be time-consuming, requiring significant investment in training and onboarding.
  • Customization Challenges: While Zoho CRM Plus offers customization options, they can be intricate and may necessitate technical expertise. Users might encounter difficulties tailoring the platform to their specific workflows and requirements.
  • Mobile App Limitations: The mobile app version of Zoho CRM Plus may have limited functionality compared to the web-based platform. Users who rely heavily on mobile access could find the app's capabilities restrictive.
  • Reporting Complexity: Generating reports in Zoho CRM Plus can be complex, especially for users unfamiliar with reporting tools. Building customized reports might require advanced knowledge and effort.

Key Features

  • Omnichannel Communication: Reach customers via multiple mediums like phone, emails, live chat, surveys and social media. 
    • Emails: Use contextual data from leads and customer records to send targeted emails and campaigns. Send messages based on customer activities pre and post-sale. 
    • Social Media: Connect with leads and post campaigns on social media channels. 
    • Phone: Make, receive, transfer and record calls within the system. 
    • Offline: Update customer records, view nearby prospects, scan business cards and send email campaigns on the go. 
  • Support Management: Contextually respond to customer tickets by pulling data from all channels. Enhance customer support via canned responses and a knowledge base. 
  • Collaboration: Sales, marketing and support teams can communicate deliverables, share status updates and discuss projects in a centralized location.  
    •  Provides access to a shareable customer database. 
    •  Ensures teams stay on track with capabilities like milestone tracking, tasks lists, calendars, forums and reporting. 
    •  Receive notifications for upcoming meetings, pending tasks and assigned support tickets to stay in the loop. 
    •  Tag team members in documents and presentations. 
    •  Create group chats and interact through emojis, GIFs and images. 
  • AI: Derive trends and insights across customer touchpoints. 
    • Sales Insights: AI-powered chat assistant Zia provides sales reps with information like the best time to contact leads, win probability of deals according to selling patterns and suggestions to automate recurring tasks. 
    • Reporting: Create personalized reports and custom metrics without code. Connect information from disparate sources into a centralized database. Import data from several file formats, URL feeds, cloud drives and spreadsheets. 
    • Visitor Tracking: Get perspective on website visitors in real time. Track activities and categorize visitors based on variables like location, interactions, number of visits, referral sources and more. Learn who’s a lead, what campaigns they clicked on and the busiest time for customer support. 
    • Sales Forecasting: Predict sales revenue by breaking down the performance of individual sales reps, teams and territories. Compare the previous year’s sales with the current one. Identify top scorers according to region and hierarchy. 
  • Dashboards: Create custom dashboards to highlight sales goals and track team progress. Set different KPIs and targets. Get a comprehensive view of sales activities and break them down by reps or teams. Visualize performance via progress bars. 
  • Real-Time Updates: Receive updates when prospects and customers open emails, visit websites, send messages or tag on social media. Monitor all customer activities within the system and from third-party apps. Reply with context by accessing past interactions from the panel. 
  • Campaign Analytics: Analyze campaigns across several channels. Track campaign performance and compare it with industry metrics. 
    • Social Media Analytics: Identify the best time to publish content for optimum engagement. Monitor positive and negative comments, tweets and posts. 
    • Email Analytics: Monitor spam complaints and bounce rates. Pinpoint subscribers’ geo-locations and devices.  
    • Campaign Reports: Receive real-time updates on open and click rates of top-performing campaigns.  
  • Surveys: Create personalized surveys like CSAT and NPS using templates. Embed them into websites and email campaigns. 
  • Automation: Automatically assign tickets, set priority and escalate them according to SLAs. Assign leads and send alerts for tasks via workflow automation. Set autoresponders and trigger emails based on customer activities.  
  • Mobile App: Access customer information, log leads, view marketing insights and more on the road. Connect with different apps like Zoho CRM, Zoho Surveys, Zoho Reports, Zoho Projects, Zoho Campaigns and more.  
  • Administration Panel: Add new user accounts and assign roles and permissions via a centralized admin panel. 
  • Integrations: Access in-house and third-party integrations.  
    • Internal Integrations: Connect with Zoho PhoneBridge, Zoho Cliq, Zoho Desk, Zoho Flow, Zoho Assists, Zoho Analytics and more. 
    • External Integrations: Integrate with Salesforce, SurveyMonkey, Shopify, MailChimp, PayPal, Slack and more.  
    • Google Integrations: Integrate with Google Analytics to monitor website activities and traffic-generating links. Identify keywords that bring in leads via Google AdWords. Use Google Ads to see revenue generated by online ad campaigns. 
Alida Award
Alida
Alida
Analyst Rating
83
SelectHub’s Analyst Rating for Alida, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Alida

Over the past year, Alida has carved out a distinctive niche in the customer experience management software arena, as evidenced by user reviews. Users have lauded Alida for its robust, intuitive platform that excels in gathering and analyzing customer feedback across various channels. This strength is particularly highlighted when compared to some competitors that may offer narrower feedback mechanisms. Alida's comprehensive dashboard and analytics tools are frequently mentioned as key differentiators, enabling businesses to derive actionable insights from customer data more efficiently. However, some users have pointed out that the learning curve can be steep for newcomers, which contrasts with more user-friendly interfaces offered by some other products in the market.

Another aspect where Alida stands out is its customization capabilities, allowing businesses to tailor the platform to their specific needs. This flexibility is crucial for companies in niche markets or those with unique customer engagement strategies, and it's an area where generic solutions often fall short. Despite these strengths, a few users have noted that Alida's pricing can be on the higher side, which might deter smaller businesses or startups with limited budgets. Yet, the consensus suggests that the investment is justified by the value Alida delivers in terms of deep customer insights and the potential for driving business growth.

Given its features and capabilities, Alida is most suited for medium to large enterprises that prioritize a deep understanding of their customer base and are willing to invest in a comprehensive solution. Its advanced analytics and customization options make it particularly appealing for businesses looking to go beyond surface-level customer feedback, aiming instead for a nuanced, actionable understanding of their market. Companies in sectors where customer experience is a key differentiator, such as retail, hospitality, and services, will find Alida an invaluable tool in their arsenal.

Pros & Cons

  • Customization: Alida's dashboards are highly customizable, allowing users to tailor their view with features like drag-and-drop functionality and personalized widgets to display the most relevant information.
  • Integrations: The platform seamlessly integrates with various business tools, such as Salesforce and Marketo, enabling users to centralize customer data and streamline workflows.
  • Usability: Alida prioritizes user-friendliness with an intuitive interface and clear navigation, making it accessible for users of all technical skill levels.
  • Support: Users consistently praise Alida's customer support team for their responsiveness, helpfulness, and expertise in resolving issues and providing guidance.
  • Steep Learning Curve: Alida's interface can be overwhelming for new users due to its extensive features and functionalities. The platform's complexity may require significant time investment to learn and navigate effectively.
  • Customization Challenges: While Alida offers customization options, they can be intricate and demand technical expertise. Users might encounter difficulties tailoring the platform to their specific needs without assistance from Alida's support or professional services.
  • Reporting Limitations: Generating specific or customized reports can be cumbersome. Users may find it challenging to extract the exact data insights they require without relying on pre-built reporting templates or seeking additional support.

Key Features

  • Automated Actions: Automate feedback collection based on customer transactions or events. Close the loop by creating and managing cases and alerting relevant representatives regarding further actions. Trigger automated actions according to keywords in reviews and surveys via a configurable custom rule engine. 
  • Case Management Dashboard: Gain visibility into performance metrics through real-time, dynamic and customizable dashboards. Display configured rules, triggered actions and case status. View review activities, average ratings, sentiment scores and direct review links. 
Medallia Award
Medallia
Medallia
Start Price
$20,000
Annually
Analyst Rating
81
SelectHub’s Analyst Rating for Medallia, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Deployment
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Why We Picked Medallia

Medallia has garnered a reputation for its robust feedback collection and analysis capabilities, enabling businesses to gain comprehensive insights into customer sentiment. Users appreciate the platform's ability to gather feedback across various channels, including surveys, social media, and online reviews, providing a holistic view of the customer experience. The platform's text analytics feature is particularly noteworthy, as it allows businesses to automatically identify key themes and trends in customer feedback, saving time and effort. However, some users have expressed concerns about the platform's complexity, which can make it challenging for new users to navigate and fully utilize its features. Additionally, the pricing structure can be a barrier for smaller businesses with limited budgets.

Compared to its competitors, Medallia stands out for its advanced analytics and reporting capabilities, providing businesses with actionable insights to improve customer experience. The platform's ability to track customer sentiment over time and identify areas for improvement is a significant advantage. Moreover, Medallia's integration with other business systems, such as CRM and marketing automation platforms, allows for a seamless flow of customer data, enabling businesses to personalize interactions and improve customer engagement. However, some competitors offer more user-friendly interfaces and more affordable pricing options, making them attractive alternatives for businesses with specific needs and budget constraints.

Medallia is best suited for large enterprises with complex customer experience needs and the resources to invest in a comprehensive solution. The platform's advanced features and scalability make it ideal for organizations looking to gain deep insights into customer sentiment and drive significant improvements in customer satisfaction and loyalty. Smaller businesses or those with simpler customer experience requirements may find other solutions more suitable and cost-effective.

Pros & Cons

  • Reduces Customer Churn: Medallia Experience Cloud helps to identify at-risk customers and take steps to prevent them from leaving, which is crucial for maintaining a healthy customer base and driving sustainable growth.
  • Improves Customer Acquisition: By understanding what potential customers are looking for, businesses can tailor their marketing and sales efforts to better attract and convert leads, ultimately expanding their customer base.
  • Drives Customer Loyalty: By consistently delivering positive customer experiences, businesses can foster loyalty among their customers, leading to repeat business and positive word-of-mouth referrals.
  • Usability Issues: Users report the platform can be cumbersome and counterintuitive to navigate, especially for those new to the system. The interface is not always user-friendly, leading to frustration and a steep learning curve.
  • Reporting Limitations: Generating specific or customized reports can be challenging due to the platform's rigidity. Users often find it difficult to extract the exact data they need, hindering in-depth analysis and actionable insights.
  • Mobile App Concerns: The mobile app version of Medallia receives criticism for its limited functionality and performance issues. Users often prefer the desktop version for a more comprehensive experience, limiting on-the-go accessibility.
  • Integrations: Integrating Medallia with other business systems and tools can be complex and may require additional technical expertise or support, posing challenges for seamless data flow and workflow optimization.

Key Features

  • Omnichannel: Capture customer data at all touchpoints through branded surveys, in-app feedback, reviews, web intercepts, messaging platforms, call and chat recordings, and IVR systems. Understand customer journeys and optimize engagement through omnichannel feedback. 
  • Segmentation: Use targeting tools to deliver personalized interactions, predict customer behavior and identify opportunities and model attrition risks. 
  • Reporting and Analytics: Gain actionable insights into product visibility and customer sentiment through dashboards. Continuously sync based on the organization's dynamic structure. Display data points in real time using in-memory analytics. 
  • Case Management: Effectively resolve customer issues by assigning role-based workflows, sending push notifications and automating escalations. Use built-in templates to deliver personalized interactions. 
  • Feedback Management: Collect feedback from multiple channels and use controls to ensure accurate results. Gather reviews at crucial movements and prevent over-sampling. 
  • Artificial Intelligence: Evaluate and forecast customer sentiment, analyze comments and identify at-risk customers, common themes and critical issues. Gauge program health through performance assessments. 
  • Reputation Management: Capture comments from more than 25 social media sites like TripAdvisor, Twitter, Facebook and Google. Set triggers to receive alerts for new reviews and respond within the system. Maintain the business’ online reputation by boosting search engine results and reviewing comments for rival companies. 
  • Integrations: Share data in real time, automate processes, trigger campaigns and manage workflows using RESTful APIs. Leverage connections with Slack, Workplace by Facebook, Salesforce, Marketo and more. 
  • Text Analytics: Derive actionable insights from textual feedback. Analyze text from surveys, review sites, social media, emails, agent notes and more. 
  • Mobile App: Receive real-time feedback results, assign role-based dashboards and reply to emails within the app. 
Forsta Award
Forsta
Forsta
Analyst Rating
81
SelectHub’s Analyst Rating for Forsta, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Forsta

Forsta's user reviews over the past year highlight its strengths in survey creation and data analysis. Users appreciate the platform's flexibility in designing surveys, allowing for various question types and logic options. The ability to create visually appealing dashboards and reports is also a plus, enabling users to easily interpret and share insights. However, some users find the interface to be complex and overwhelming, especially for those new to survey software. The learning curve can be steep, requiring significant time investment to master the platform's full capabilities. Compared to competitors like Qualtrics and SurveyMonkey, Forsta offers more advanced features for data analysis and reporting, making it suitable for organizations with complex research needs. However, its user interface may not be as intuitive as some of its competitors, potentially posing a challenge for smaller teams or those seeking a simpler solution.

Forsta is best suited for large organizations or research teams that require a robust platform for managing complex surveys and analyzing data. Its advanced features and flexibility make it ideal for gathering and interpreting customer feedback, employee engagement, and market research data. However, smaller teams or those with limited experience in survey software may find the platform's complexity to be a barrier.

Pros & Cons

  • User-Friendly Interface: Forsta's interface is intuitive and easy to navigate, even for users with limited experience with survey platforms. The platform's drag-and-drop functionality and clear menus make it simple to create and manage surveys.
  • Advanced Features: Forsta offers a wide range of features that allow users to create complex surveys and collect rich data. These features include branching logic, piping, and quotas, which can be used to tailor surveys to specific respondents and ensure that data is collected in a meaningful way.
  • Data Visualization Tools: Forsta provides users with a variety of tools for visualizing survey data. These tools include charts, graphs, and tables, which can be used to identify trends and patterns in data. The platform also allows users to export data to other programs for further analysis.
  • Collaboration Tools: Forsta makes it easy for teams to collaborate on surveys. The platform allows users to share surveys with others and to track changes that are made. This can be helpful for ensuring that everyone is on the same page and that surveys are completed in a timely manner.
  • Usability Issues: Users report the platform can be challenging to navigate, especially for those new to survey platforms or with limited technical expertise. The interface is not always intuitive, and certain functions can be difficult to locate or use effectively.
  • Customer Support Challenges: Some users express concerns about the responsiveness and effectiveness of Forsta's customer support. Getting timely assistance or resolving technical issues can sometimes be a frustrating experience.
  • Reporting Limitations: While Forsta offers reporting capabilities, some users find them to be somewhat limited in terms of flexibility and customization options. Generating specific types of reports or conducting in-depth data analysis may require additional effort or workarounds.

Key Features

  • Data Collection: Optimize data gathering for the voice of the customer, the voice of the employee and market research programs. 
    • Web: Engage customers with web surveys and distribute them via email, mobile links and as overlays. Incorporate multiple question types and embed multimedia files. 
    • Telephone: Interview candidates via interactive voice response (IVR) and computer-assisted telephone interviewing (CATI). Unify call management, live monitoring and reporting processes. 
    • Offline: Conduct offline interviews with multiple language options and multimedia questions. Available for interviewers on Windows, Android and iOS devices. Respondents can self-complete surveys via kiosk tools. 
    • Paper: Reach demographic groups that aren’t available on digital platforms with paper surveys. 
    • SDK: Allows feedback collection through mobile apps. 
    • Mobile: Capture customer insights via an app, mobile browser or SMS. Provides visual aids, location data capture and multilingual capabilities. 
  • Surveys: Use the survey designer tool to create engaging, innovative surveys.  
    •  Add multiple question types in any language. 
    •  Customize forms with rich media content and brand-centric details and deliver them via telephone, email, paper, mobile or a combination of channels. 
    •  Minimize survey length with optimal use of unstructured data like text, audio and video. Capture and map all information in SmartHub. 
    •  Automatically generate surveys from a Microsoft Word document. 
  • Panel Management: Personalize panels according to company-specific style and build incentive programs. Use the professional panel module to manage large groups spanning different segments. 
  • Reporting and Dashboards: Share crucial information with role-specific reports, dashboards and other visualization tools. 
    • Dashboards: Deliver data based on user needs via a drag-and-drop dashboard. Use simple widget-based dashboards for critical objectives and benchmarks. Build company-specific dashboards through advanced reporting. 
    • Mobile Reporting: Provides reports to users on the move directly on their mobile devices. 
    • Alerts: Ensure quick actions with automated alerts. Create permission-based roles and predefined workflows to assign issues to relevant employees. 
    • Real-Time Analytics: Receive instant insights on feedback collected across multiple channels. Store structured and unstructured data in one place. 
    • Tracking: Monitor survey progress and perform data analysis in real time. View, search, sort and analyze structured responses. 
    • Text Analytics: Identify customer intent, market trends and product issues by analyzing textual data. Leverage AI and NLP to perform sentiment analysis. 
  • Action Management: Automatically assign customer issues to relevant departments or staff members. Enables customer support to spot at-risk customers and resolve cases. Employees can receive custom notifications on their phones. Provides action-based workflows and permissions. 
Alchemer Award
Alchemer
Alchemer
Start Price
$200
Per User, Monthly
Analyst Rating
75
SelectHub’s Analyst Rating for Alchemer, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Deployment
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Why We Picked Alchemer

Over the past year, Alchemer has carved out a distinctive niche in the customer experience management software arena, as evidenced by user reviews. Users frequently laud its robust survey creation tools and the flexibility it offers in data collection and analysis, setting it apart from competitors like SurveyMonkey and Qualtrics. A standout feature often highlighted is Alchemer's ability to integrate seamlessly with a wide array of third-party applications, enhancing workflow automation and data synchronization across platforms. This interoperability is crucial for businesses looking to streamline operations and leverage insights across various software ecosystems.

However, some users have pointed out areas where Alchemer could improve. The learning curve is steeper compared to more straightforward platforms, which can deter less tech-savvy users. Additionally, while its customization options are extensive, they can sometimes lead to complexity in survey design and management, potentially slowing down project timelines. Despite these challenges, the depth of functionality and customization is precisely what many users find compelling, as it allows for a tailored approach to gathering and analyzing customer feedback that many simpler platforms do not offer.

Alchemer shines for businesses that prioritize detailed customer feedback mechanisms and have the resources to invest in mastering its suite of tools. Its advanced features and integrations make it particularly suited for medium to large enterprises or specialized teams within larger organizations that require nuanced data collection and analysis capabilities. For companies looking to go beyond basic surveys and delve into comprehensive customer experience management, Alchemer presents a powerful solution that, despite its learning curve, offers significant returns on investment through deep customer insights and enhanced operational efficiency.

Pros & Cons

  • Easy to Use: Users appreciate the platform's intuitive interface and drag-and-drop functionality, making it simple to create surveys without requiring extensive technical expertise. The user-friendly design allows users to quickly build and launch surveys, saving time and effort.
  • Customization Options: Alchemer provides a wide range of customization options, enabling users to tailor surveys to their specific branding and data collection needs. Users can customize survey themes, logos, and question types to create a professional and engaging survey experience.
  • Advanced Features: The platform offers advanced features such as skip logic, piping, and data validation, allowing users to create complex and sophisticated surveys. These features enhance the data collection process and ensure data accuracy.
  • Reporting and Analytics: Alchemer provides robust reporting and analytics tools, enabling users to gain insights from survey data. Users can generate reports, create charts and graphs, and export data for further analysis, facilitating data-driven decision-making.
  • Integrations: Alchemer integrates with various third-party applications, such as CRM and marketing automation platforms, allowing users to streamline workflows and improve data management. These integrations enhance the platform's functionality and extend its capabilities.
  • Limited Customization: Users may find the platform's customization options to be somewhat restrictive, especially when compared to other survey tools that offer more flexibility in terms of branding and design.
  • Learning Curve: The interface can be overwhelming for new users due to its extensive features and functionalities. This complexity may require additional time and effort to learn and navigate effectively.
  • Cost: Alchemer's pricing structure can be a deterrent for some users, particularly small businesses or individuals with limited budgets. The platform's cost may be perceived as relatively high compared to other survey solutions available in the market.

Key Features

  • Surveys: Create customized surveys using multiple question types and advanced survey logic like a question, page and skip logic. Deliver them via website popups, social media, email and more. Provides pre-configured NPS surveys. 
  • Feedback Management: Capture insights at multiple stages throughout a customer’s journey to provide a single source of truth. 
    •  Store customer interactions with sales reps, customer service personnel and account managers. 
    •  Push relationship data in real time to existing CRMs. 
    •  Access a dedicated customer engagement portal integrated into the company’s existing CRM to view relationship data and past customer interactions. 
    •  Teams can gather and review responses within the CRM. 
    •  Pre-populate workflows, customer assessments and handoff surveys with account information. 
    •  Provides pre-configured workflows, demo assessments, qualification notes, onboarding feedback, training assessments and business reviews. 
  • Communication Management: Personalize customer interactions from prospecting to post-purchase with standardized, pre-designed communication processes and notifications. Add brand-centric details to emails and assessments. 
  • Integrations: Integrate with Salesforce and Microsoft Dynamics for a comprehensive customer view. Connect with communication tools and analytical modules like Slack, Tableau, HubSpot, MailChimp, Jira and more. Create custom integrations with existing business systems. 
  • Reporting: Provides built-in market research analysis and reporting modules. 
    •  Create custom reports that include TURF, comparison and cross tabs. 
    •  Export to SPSS, Excel and CSV for in-depth analysis. 
    •  Segment data based on variables like market, customer and touchpoint. 
    •  Customize reports via charts and other visual tools. 
    •  Review respondent problems for recurring issues like survey abandonment. 
    •  Correlate feedback with critical business metrics.  
  • Customer Journeys: Measure customer engagement across several touchpoints and break it into segments. 
  • Workflows: Route customer feedback to relevant individuals or teams. Leaders and managers can view progress in product development through dashboards powered by workflows. Trigger automated emails based on customer behavior. 
  • Product Feedback Management: Improve products and uncover trends by collecting and analyzing product feedback. Convert unstructured insights into actionable data.  
    • Product Testing: Run beta tests to collect quantitative and qualitative feedback. 
    • Product Launch and Enhancement: Capture customer reactions in real time. Create informed product roadmaps by quantifying collective data from multiple sources. Allows users to respond to individual comments.  
    • Panel Management: Gather input for new products and modules by creating feedback panels. Use customers who previously provided feedback to build advisory panels.  
Birdeye
Birdeye
Start Price
$300
Monthly
Analyst Rating
75
SelectHub’s Analyst Rating for Birdeye, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Deployment
Cloud On-Premise
Platform
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Why We Picked Birdeye

Birdeye is a business reputation management software that enables users to collect reviews, run surveys, convert leads, get referrals and more to drive customer engagement and grow their businesses. Positive user reviews mentioned it offers an intuitive platform with top-notch customer service and a variety of features to meet industry-specific requirements.
According to negative reviews, new features cost extra and are not bundled in with existing plans, listings are difficult to set up and maintain, email notifications are not detailed and the solution, as a whole, is expensive.

Pros & Cons

  • Usability: The software is visually appealing and easy to understand, according to 96% of users who mentioned this.
  • Customer Service: 100% of users who reviewed this aspect said the support is top-notch and service reps are informative.
  • Reporting: About 74% of users who mentioned this said the reports are easy to understand and generate.
  • Features: Regarding this aspect, approximately 70% of users said that the solution offers a range of dynamic features suited to various needs.
  • Pricing: About 60% of users said the software is not cost-effective.
  • Customer Support Issues: Difficulty reaching support representatives in a timely manner and a lack of responsiveness to customer inquiries have been reported.
  • Technical Issues: Users have experienced challenges with software functionality, including problems with review generation and data syncing.
  • Pricing Concerns: The cost of Birdeye's services has been cited as a drawback, particularly for small businesses with limited budgets.

Key Features

  • Online Reviews: Generate and manage online reviews to improve SEO performance and attract new customers. Set up customizable widgets for reviews, get instant notifications and share them on company websites and social media. Send review invitations and publish them on Amazon, Facebook, Healthgrades, Zillow and other platforms through a centralized dashboard. 
  • Unified Inbox: Manage conversations in a single inbox with advanced features. Send attachments and images, get automated review responses and assign individual chats to specific teammates. View customers' Experience Scores and interaction history to generate specific responses and access reviews, referrals, surveys, texts, emails, voicemails and more in one place. 
  • Surveys: Create surveys with a range of question types, advanced display logic and an intuitive UI. Send feedback surveys, internal employee surveys, two-way interactive Pulse Surveys and more. Turn surveys into text conversations with Robin Automation. Follow up with respondents using email, video or chat conversations, alert the team on survey responses and turn survey feedback into actionable insights. 
  • Reports: Access various reports built using data from a business profile and customer reviews in chart and table formats. Monitor review and rating performance over time. View and track platform usage, visitors, average response time and campaign performance, among other metrics. Download reports in PDF and Excel formats. 
  • Webchat: Add a customizable chat widget to the website and program it with a manual response system. Provide automated messages to accept appointments, share hours of operation and respond to emergencies. Engage visitors with real-time conversations, generate leads using business texting and understand how visitors use webchat with the help of Google Analytics. 
  • Pages: Optimize SEO by creating mobile-friendly custom pages for every location. Customize pages to include brand-specific content, business hours and online reviews. Add advanced search options and let customers search by city, zip code and interactive maps. Manage data in a centralized repository. 
  • Integrations: Connect with CRMs, accounting systems, business management tools, eCommerce solutions and more. 
  • Ticket Management: Resolve issues quickly by converting responses, texts, WebChat messages, social comments and reviews into support tickets. Automatically generate workflows based on certain triggers like ratings, reviews and keywords. Assign tickets to team members and filter them based on priority. Track status, response rate and resolution time. 
SurveySparrow
SurveySparrow
Start Price
$29
Per User, Monthly
Analyst Rating
74
SelectHub’s Analyst Rating for SurveySparrow, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Company Size
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Deployment
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Platform
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Why We Picked SurveySparrow

SurveySparrow has garnered positive feedback for its user-friendly interface and engaging survey formats, which have been reported to increase response rates. Users appreciate the platform's conversational style, which creates a more enjoyable experience for respondents compared to traditional survey tools. The platform's ease of use has been highlighted as a significant advantage, allowing users to quickly create and distribute surveys without requiring extensive technical expertise. Additionally, SurveySparrow's reporting and analytics features have been praised for providing valuable insights into customer feedback, enabling businesses to make data-driven decisions.

While SurveySparrow offers a robust set of features, some users have noted that the platform's pricing can be a barrier for smaller businesses or individuals with limited budgets. Additionally, certain advanced features may require a higher-tier subscription, which may not be accessible to all users. Some users have also expressed a desire for more customization options, particularly in terms of survey design and branding. Despite these limitations, SurveySparrow remains a popular choice for businesses of all sizes due to its ease of use, engaging survey formats, and insightful reporting capabilities.

SurveySparrow is particularly well-suited for businesses that prioritize customer experience and engagement. The platform's conversational surveys and user-friendly interface make it an ideal tool for gathering feedback from customers, employees, or any other target audience. Its reporting and analytics features provide valuable insights that can be used to improve products, services, and overall customer satisfaction. Additionally, SurveySparrow's automation capabilities can save businesses time and resources by streamlining the survey process.

Pros & Cons

  • Conversational Interface: SurveySparrow's chat-like surveys make respondents feel like they're having a one-on-one conversation, leading to higher engagement and completion rates.
  • Mobile-First Design: With a mobile-first approach, surveys look great and function seamlessly on any device, ensuring a smooth experience for respondents on the go.
  • Customization Options: Extensive customization features allow users to tailor surveys to their brand, creating a cohesive and professional look.
  • Advanced Reporting and Analytics: SurveySparrow provides in-depth reporting and analytics tools, enabling users to gain valuable insights from their survey data.
  • Integrations: Seamless integrations with popular CRM, email marketing, and other business tools streamline workflows and data management.
  • Limited Customization: SurveySparrow offers fewer customization options compared to other survey platforms, especially in its free plan. This can be restrictive for users who need to tailor surveys to specific branding or complex question logic.
  • Reporting Features: Some users find the reporting and analytics features in SurveySparrow to be less comprehensive than those offered by competitors. Generating detailed reports or conducting in-depth data analysis may require exporting data to other tools.
  • Learning Curve: While SurveySparrow is generally user-friendly, some users report a steeper learning curve compared to other survey platforms, particularly when it comes to utilizing advanced features or navigating the interface for complex survey creation.

Key Features

  • Surveys: Create responsive surveys with multiple question types. Add videos, emoticons, gifs and images. Use CSS to customize and design themes, backgrounds, fonts, color palettes and buttons. 
    • Survey Types: Generate multilingual, white-label, conversational and video surveys that are compatible with all devices. Set recurring surveys with daily, weekly and quarterly frequencies.  
    • Sharing: Share surveys via web links, SMS, social media and QR codes, or embed them on websites. 
    • Smart Surveys: Gather feedback from customers without redirecting them to another page. Ask relevant questions by using skip and display logic. Provides pop-up cards, custom parameters, inline embedding and thank you pages. 
    • Library: Browse through the library to utilize pre-existing survey templates. 
    • Preview: Evaluate surveys before launch through the live preview module. 
  • Dashboard: Access reports and responses in real time. Analyze and compare answers to identify recurring trends and patterns. Download files and SPSS reports in PDF format. 
  • Forms: Design mobile-friendly conversational forms to gather customer data. Add multiple question types such as drag and drop, rank order and matrix.  
  • Audience Management: Manage and sort contacts. Create custom lists to segment audiences according to parameters. Set up several sub-accounts within the primary account for multiple product requirements. Import databases from Excel. 
  • Payments: Facilitate secure transactions through online payment forms. Track payments, manage discounts and send automated payment reminders. Encrypt and organize financial data through Stripe. Provides multi-currency support. 
  • Workflow Management: Close loops swiftly by assigning actions according to responses. Design custom workflows and automatically allocate customer feedback to relevant teams. 
  • Security: Ensure safe data storage with custom SSL, IP address tracking and whitelisting, single sign-on, password protection and GDPR compliance.  
  • Integrations: Via API and Webhooks. Connect with third-party applications like Salesforce, WordPress, Slack, Intercom, Zapier, Zendesk, Hubspot and more. 
  • NPS: Measure customer journey across all touchpoints through Net Promoter Score. Share NPS surveys via emails, SMS and in-app. 
    • Segmentation: Create dynamic lists to categorize respondents based on predefined criteria. 
    • Analysis: Monitor NPS and view responses through dynamic dashboards. Analyze customer sentiment to uncover deeper insights. 
    • Survey Throttling: Ensure the same customers aren’t surveyed repeatedly until a configured period. 
    • Response Management: View and manage all responses in a centralized location. Convert responses into tickets and track their status. 
    • Follow-Ups: Add additional follow-up questions and share them with respondents. 
InMoment
InMoment
Analyst Rating
73
SelectHub’s Analyst Rating for InMoment, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Company Size
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Deployment
Cloud On-Premise
Platform
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Why We Picked InMoment

In the realm of customer experience management, InMoment has carved out a distinctive niche, as evidenced by user reviews over the past year. Users frequently laud its intuitive interface and robust analytics capabilities, which stand out as significant strengths. These features allow businesses to dive deep into customer feedback, transforming raw data into actionable insights. This depth of analysis is often compared favorably to similar products, where users might find the analytics either too basic or overwhelmingly complex. InMoment strikes a balance, offering depth without sacrificing usability.

However, some users have pointed out weaknesses, particularly regarding the integration process with existing systems, which can be cumbersome and less seamless than desired. This contrasts with competitors that prioritize plug-and-play solutions, though often at the expense of customization and depth. Another point of differentiation is InMoment's customer support, which is consistently praised for its responsiveness and helpfulness, a critical factor when navigating the complexities of customer experience software.

These factors are crucial for businesses that rely on nuanced customer feedback to drive decisions. The ability to easily interpret and act on customer data can be the difference between stagnation and growth. InMoment's blend of powerful analytics and supportive customer service positions it as an ideal solution for medium to large businesses that prioritize customer experience but need a tool that can integrate deeply with their existing processes. Its suitability for these businesses is further underscored by its scalability and the ability to handle complex data sets, making it a go-to for organizations looking to grow their understanding of customer needs without getting bogged down in technical complexities.

Pros & Cons

  • Integrations: InMoment integrates with various CRM and CX platforms, such as Salesforce and Zendesk, allowing users to centralize customer data and streamline workflows.
  • Reporting and Analytics: The platform offers robust reporting and analytics capabilities, enabling users to gain insights into customer sentiment, identify trends, and track key metrics over time.
  • Customization: InMoment provides a high degree of customization, allowing users to tailor the platform to their specific needs and preferences. This includes the ability to create custom surveys, dashboards, and reports.
  • Actionable Insights: The platform goes beyond simply collecting data and provides actionable insights that users can use to improve the customer experience. This includes identifying areas for improvement, developing targeted interventions, and tracking the impact of changes.
  • Limited Reporting Capabilities: The platform's reporting features may not be robust enough to meet the needs of larger enterprises or those with complex data analysis requirements. Users have mentioned encountering limitations in creating custom reports or accessing granular data insights.
  • Usability Challenges: Some users have reported that the platform's interface can be cumbersome and difficult to navigate, particularly for those who are new to customer experience management software. This can lead to a steeper learning curve and frustration for users who need to quickly access and analyze customer feedback.
  • Integration Issues: Integrating InMoment with existing business systems and tools can be a complex process, requiring significant time and resources. This can hinder the ability to streamline workflows and gain a holistic view of customer data.

Key Features

  • Surveys: Use NPS, CES and CSAT/PSAT surveys to gather insights. Create customizable, multilingual surveys and micro-surveys. Deliver surveys through mobile, email, SMS, links, QR code, intercom messenger and in-app messages. 
  • Feedback Management: Respond to feedback instantly, track survey frequency and direct customers to helpful guides through AI-powered engines. Gather multimedia insights by tapping into social media and review sites. 
  • Integrations: Connect with existing tech infrastructure, including Google, Facebook, Oracle, Adobe, Salesforce, Slack, Hubspot, Zendesk and more. 
  • Data Analysis: Make data-driven decisions by analyzing comments, reviews, videos and web feedback. Run A/B tests to measure impact. Monitor product launches and new initiatives. 
  • Dashboards and Reporting: Generate and export reports and dashboards with live data sets. Access automated reports and display insights for relevant stakeholders. 
  • Case Management: Resolve queries and subvert negative experiences through recommended actions and intelligent alerts. Manage, designate, prioritize and monitor one-off incidents and regular occurrences within the system. 
  • Text Analysis: Recognize sentiment, trends and opportunities in comments, reviews and transcripts. Use custom layered models to assign tags and themes that align with the organization’s lexicon. 
SoGoSurvey
SoGoSurvey
Start Price
$25
Monthly
Analyst Rating
71
SelectHub’s Analyst Rating for SoGoSurvey, is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Deployment
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Platform
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Why We Picked SoGoSurvey

Want to get more feedback from your customers? SoGoSurvey can help! SoGoSurvey is a software that helps businesses manage customer experience. It offers a variety of features, including surveys, feedback forms, and analytics. Users praise SoGoSurvey for its user-friendly interface and robust functionality, making it easy to create and manage surveys. They also appreciate the variety of question types and customization options available. However, some users express concerns about the pricing, considering it relatively expensive compared to competitors like Qualtrics. Additionally, some users desire more comprehensive customer support.

A standout feature of SoGoSurvey is its student licensing option, providing a free package with almost all features, which is highly valued by students and researchers. This makes SoGoSurvey particularly attractive for academic use, as highlighted by users who found it more affordable than Qualtrics for their research projects. While SoGoSurvey offers a robust set of features, some users point out limitations in branching restrictions and question display conditions, which can be a drawback for complex surveys targeting specific populations.

Overall, SoGoSurvey is well-suited for businesses and researchers looking for an easy-to-use survey tool with a good range of features. Its student licensing option makes it a cost-effective choice for academic research. However, businesses with larger budgets and requiring more advanced features and support might consider exploring alternatives.

Pros & Cons

  • Intuitive Interface: Users appreciate the platform's ease of use, enabling them to create surveys quickly without extensive training or technical expertise.
  • Versatile Question Types: SoGoSurvey offers a wide array of question types, including multiple choice, open-ended, Likert scale, and more, allowing users to gather diverse data and insights.
  • Customization Options: The platform provides extensive customization options, empowering users to tailor surveys to their specific branding and style preferences.
  • Reporting and Analytics: SoGoSurvey offers robust reporting and analytics tools, enabling users to gain valuable insights from survey data and make data-driven decisions.
  • Data Security: The platform prioritizes data security, ensuring the confidentiality and integrity of user data.
  • Difficult to Use: Users have reported that the platform's user interface is not intuitive and can be difficult to navigate, leading to frustration and wasted time.
  • Limited Customization: Some users have expressed dissatisfaction with the limited customization options available for surveys, particularly in terms of design and branding.
  • Reporting Limitations: Users have mentioned that the reporting features are somewhat basic and lack the depth and flexibility they require for in-depth data analysis.

Key Features

  • Mobile App: Access survey data, distribute feedback collection tools, share reports and gather insights on the go. Connect with clients, track participation and set up automated reminders from any location.  
  • Poll Maker: Analyze popular opinion and gather valuable insights with poll surveys. 
    •  Use pre-designed poll templates and customize surveys with brand-specific colors, fonts and logos.  
    •  Supports 37 languages and automated translation. 
    •  Increase outreach by embedding polls on websites and sharing them on multiple channels. 
    •  Add multimedia content like visuals, music and videos to polls. 
  • Form Builder: Design intuitive, multilingual online forms that facilitate participant sign-ups. Ensure the audience sees relevant questions by implementing skip logic. Provides templates for event registration, employment application, training feedback, volunteer sign-ups and more.  
  • Online Assessment: Assess participants’ understanding and proficiency using the self-scoring online assessment module. 
    •  Personalize questionnaires with brand colors and multimedia. Add different question types. 
    •  Track responses and follow up with non-participants. Share scores with respondents. 
    •  Participants can track overall progress with a timer. 
  • Analytics: Make informed decisions and identify customer priorities through actionable insights. 
    •  Provides sentiment, text, trend and statistical analysis. Perform drill-down actions to target key segments. 
    •  Centralize control with role-based dashboards. Filter data by time, touchpoint and other variables. 
    •  Offers customer profiling and segmentation. 
    •  Visualize data gathered from NPS, CES, CSAT and other customized metrics. 
    •  Share dynamic report links with team members. 
    •  Set up outreach campaigns and monitor feedback. 
  • Omnichannel: Capture feedback across several channels like online surveys, emails, forms, texts, QR codes and social media.  
  • Ticket Management:  
    •  Assign industry-specific categories to tickets. 
    •  Respond quickly with response templates and bulk action modules. 
    •  Use system and user-generated tagging to prioritize conversations and elevate them to “critical.”  
    •  Get feedback on support quality for closed tickets. View positive and negative scores and compare them against benchmarks. 
    •  Provides customer information, action buttons, timeline and categories on the ticket for easy access. 

COMPARE THE BEST Customer Experience Software

Select up to 5 Products from the list below to compare

 
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Customer Experience Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Qualtrics XM
88
$1,500
Annually
Yes
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Qualtrics XM
Zoho CRM Plus
87
$14
Per User, Monthly
Yes
Small Medium Large
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Mac Windows Linux Chromebook Android
Zoho CRM Plus
Alida
83
Undisclosed
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Alida
Medallia
81
$20,000
Annually
No
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Medallia
Forsta
81
Undisclosed
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Forsta
Alchemer
75
$200
Per User, Monthly
Yes
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Alchemer
Birdeye
75
$300
Monthly
Yes
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Birdeye
SurveySparrow
74
$29
Per User, Monthly
Yes
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Cloud On-Premise
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SurveySparrow
InMoment
73
Undisclosed
Yes
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Cloud On-Premise
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InMoment
SoGoSurvey
71
$25
Monthly
Yes
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Cloud On-Premise
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SoGoSurvey

All Customer Experience Software (222 found)

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Buyer's Guide

Customer Experience Software Is All About Analyzing and Optimizing Customer Interactions

By Saumya Anand, Technical Content Writer at SelectHub 

Customer Experience Software BG Intro

Customer experience software or customer experience management software, often abbreviated as CX, CEM and CXM, is a cloud-based solution that helps organizations collate, manage and understand customer interactions. Businesses can build sustainable client relationships by accessing real-time, actionable insights throughout various touchpoints of every customer journey.

The solution encompasses a myriad of processes like organizing feedback, automating tasks, delivering personalized communications, anticipating needs, and categorizing positive and negative customer sentiment.

Evolving from the basic sentiment of “customer is king” and traditional advertising practices, customer experience has fundamentally changed marketing strategies. In this era of hyper-vigilant consumers and instant connectivity, it’s become imperative for brands to meet the dynamic needs of their clients. In fact, studies show that 52% American consumers are willing to shell out more if they know they’ll receive a great customer experience.

With innumerable CX solutions available on the market, you may be spoiled in terms of choices; but with great options comes greater indecisiveness. With this comprehensive buyer’s guide, we’ll help you navigate the tedious process of choosing the right CX tool for your business. This guide includes a general overview of customer experience software, followed by a list of key features and benefits that you can derive from these solutions. Furthermore, we delve into pricing considerations and strategies for comparison while listing some of the popular, industry-leading vendors so that you can make an informed decision. To top it off, you can glance through our lists of questions to consider before taking the final leap.

Executive Summary

  • CX software helps companies increase customer engagement and reduce churn.
  • Implementing a CX solution helps gauge customer satisfaction and needs.
  • Companies can measure campaign performance, identify at-risk customers and integrate with existing tech stacks to import data.
  • Review each vendor’s features against your company’s needs before zeroing in on a platform.
What This Guide Covers:

What Is Customer Experience Software?

Customer experience software manages customer interactions throughout the buyer’s journey. It provides a comprehensive view of customer interactions across multiple channels like call and chat transcripts, social media comments and online reviews. Customer data can be stored in a centralized workstation, accessible by agents for contextual history. CX also ensures a seamless flow of information across different communication channels and departments.

Most CX solutions utilize a combination of advanced analytical modules and feedback metrics to measure customer satisfaction effectively. Primarily, it quantifies customer feedback via different survey types like Customer Effort Score (CES), Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

Primary Benefits

Customer Experience Software Benefits

The right customer experience solution can be a lucrative addition to your business model. Below, we delve into some of the key benefits that the platform delivers.

Enable Omnichannel Communication

Front-office teams deal with a heavy influx of customer queries. Customer experience solutions enable them to have a 360-degree view of their communications with customers. Representatives can also seamlessly switch between multiple channels like in-store, in-app, website and email, which enables agents to effectively deliver multi-channel communication in context so that customers don’t have to repeat the same thing over and over. Moreover, CX tools can collect client data across all platforms and store it in a centralized repository.

Improve Customer Engagement

Another beneficial aspect of implementing a customer experience solution is satisfying clients. Timely and accurate responses ensure satisfaction scores are high. Capabilities like advanced customer segmentation and targeted campaigns help agents deliver highly personalized interactions. Organizations can reach out to customers via social media, email or surveys for feedback, which helps churn out better products and services.

Develop Brand Loyalty

In order to drive sustained business growth, it is imperative to build brand loyalty and recognition. 56% of respondents said they’re willing to spend more on a brand they’re loyal to even if cheaper options existed.

With customer experience software, you can foster positive interactions and resolve negative comments to increase your company’s goodwill. CX tools help deliver prompt responses and unify communication to build a loyal customer base.

Glean Customer Insights

Analyze customer journeys at multiple touchpoints to gain actionable insights. Stay on top of client needs and requirements to reduce churn. Uncover critical trends and behavioral patterns, and predict buying habits. Tailored insights help employees respond quickly and efficiently, which translates into higher customer satisfaction and loyalty.

Key Features & Functionality

Identifying the features your company needs in a solution goes a long way in narrowing down your choices. If you’re unsure which capabilities your organization might need, here are a few of the most crucial CX features to consider:

Customer Experience Software Features

Net Promoter Score® (NPS)

Considered the touchstone for customer experience metrics, NPS measures a customer’s loyalty to a company.

NPS can assess practically everything — customer journeys, web pages, products, stores and even employees. Implementing NPS lets a company see where they stand regarding their products, services, agents and social media presence. It also helps identify dissatisfied customers and run comparative analyses against competitors and industry standards.
Surveys

A fundamental part of sustaining a company’s growth is gauging the pulse of their customers. Their views, expectations and needs are the fuel that drives the decision-making wheels of an organization. Surveys can help companies do just that — get a feel for customers’ opinions.

Businesses can either design customizable surveys or opt for pre-existing templates provided by some CX solutions. These surveys can then be deployed via mobile, email, social media, QR codes, chatbots, in-app messages, or embedded on websites. You can employ multiple survey types, such as CES, CSAT, 5-star, smileys, and thumbs-up, to measure different types of metrics.
Feedback Management

Feedback management is an indispensable part of any CX software. You can set automated triggers to convert customer feedback into tickets via ticketing systems, and then take prompt action as needed.

CX software helps companies capture customer feedback in real time at crucial junctures from multiple channels.
Dashboards

Dashboards help employees gather feedback, deliver surveys and share insights with other team members. It provides a centralized view of all your activities. You can access reports, track trends and search responses through intuitive, configurable dashboards.

Real-time updates on agents’ performance help managers keep track of workload balance and ensure SLA compliance. Some advanced software may offer role-based dashboards for more personalized insights.
Analytics

Identify at-risk customers, measure campaign performance and uncover themes and trends. Analyze data at multi-channel levels to drill down into customer abandonment issues and business health.

Sentiment and text analysis capture contextual nuances to accurately assess satisfaction rates, persistent concerns and agent effectiveness. These insights can be derived from sources like social media, surveys, websites, chatbots, emails and call transcripts.
Integrations

Most CX tools integrate with CRMs, BI tools, accounting platforms, payment gateways and other internal systems. This allows companies to import and export data from their CX platform to gain a comprehensive view of customer interactions, transactions and history.

Social media integrations help companies manage their online presence. Connections with collaborative and communication channels enable teams to work in sync.
Chatbots

Smooth issue resolution is one of the crucial responsibilities of CX software. Chatbots help companies deliver quick, personalized and automated customer service. Customers can use self-service modules for answers to simple queries and FAQs. Seamless bot-to-agent handover ensures that all customer needs are catered to accordingly. Chatbots can also gather information and process payments.

You can build AI-powered conversational bots and deploy them on messaging platforms like Whatsapp, IBM, Facebook Messenger and Google.
Digital Channel Management

Customers are making a marked shift from traditional communications channels to digital ones, as it’s easier nowadays for customers to access answers and list grievances online. Digital communication not only results in faster issue resolution but it also is relatively cost-effective.

Manage different interactions across multiple digital channels without losing context. Connect with customers on social media channels. Convert relevant comments, mentions and reviews into tickets within the CX application.

Software Comparison Strategy

Customer experience software is a burgeoning market due to digitalization and the emerging integration of multi-channel platforms in a unified solution. According to Mordor Intelligence, the global customer experience was valued at $10.23 billion in 2020. It is projected to reach approximately $27.13 billion by 2026.

Implementing a CX solution can spell certain growth for your business. With a perfect fit, your company can overcome any gaps in communication and make more data-driven business decisions. Still, the question remains — which CX platform is best suited for your needs?

A good starting point for your software selection journey would be to simply ask around. Consult with your peers and other professionals who have incorporated a CX platform into their organization. Find out what vendors were chosen by your competitors, especially those similar in size and services to your company.

The next crucial step is to create a comprehensive requirements checklist to ensure a solution delivers all your basic and advanced business requirements, according to your organization’s unique needs. Then, compare various CX tools against your requirements to determine which solutions line up the most with what you need.

Once you shortlist the top contenders, you can try to request free trials. Though not every platform offers them, these monthly or weekly trials can help you make an informed decision. You can test if the tool’s basic capabilities align with your company’s vision and whether the interface is easy to use for your employees.

Cost & Pricing Considerations

When it comes to determining the cost of CX software, the process can be a bit complicated. You don’t want to go overboard, but you also want to make sure your business has all the features it needs to function smoothly. The primary factor that you need to consider is the size of your organization, as most CX vendors offer packages based on this. You should also take into consideration other elements such as deployment modes, implementation services and add-on packages.

Additionally, assess all direct and indirect costs like training, support, license, upgrades and consultation that you might need to pay.

Questions to Ask

Customer Experience Software Key Questions To Ask

The search for the right CX software might seem overwhelming, but we can condense the information by referring back to the most important step of the process: the requirements list. If you’re not sure how to compile your requirements list, asking the right questions can be a start.

While no one knows your company’s specific requirements better than you, these questions can serve as a starting point for internal discussions:

  • What are the primary features we need?
  • Do we need scalable software?
  • What are our budgetary restraints?
  • Which parts of our existing tech infrastructure do we need to integrate with the solution?
  • Do we need a customizable solution?
  • Do we have a digital presence, and how can we optimize interactions through these channels?
  • What CX solutions are our competitors implementing?

Use these questions to get clarity from customer experience software vendors:

  • Do they offer implementation and migration services?
  • Does the system come with analytical modules like text and sentiment analysis? Does it provide customer journey mapping and A/B testing?
  • How robust is their support system? How long do they take to fix bugs?
  • How many types of surveys do they offer? Do they have a pre-existing template library?
  • Is the tool GDPR and PCI compliant?
  • Do they provide a closed-loop feedback system?

In Conclusion

To narrow down on a CX solution that best caters to your company’s needs may seem like a Herculean task. We understand how painstakingly difficult it can be to find a solution that fits your budgetary and operational requirements. But with the right investment, you can build a solid customer base and expand your business to new heights. We hope this guide can be a stepping stone in your software selection journey, helping you make a concrete decision that is fruitful for your company.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Manogna Chandrika
By Manogna Chandrika Matta
Technical Content Writer
Manogna Matta was a Technical Content Writer at SelectHub who delivered content for CRM, mental health, marketing and fundraising. An alum of the University of Hyderabad, Manogna did Communication and Psychology courses in her B.A. and M.A. She's also an avid coin collector and a fashion enthusiast. When not typing away on the keyboard, Manogna plays mother hen to her tiny birds, watches sitcoms and makes bad-quality dad jokes.
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Saumya
By Saumya Anand
Technical Content Writer
Saumya Anand is a Market Analyst and Technical Content Writer at Selecthub. She curates content for fundraising, CPQ and CX. She completed her Master’s in Communication from the University of Hyderabad. When not tapping away at the keyboard, she can be found trying various coffee blends, catching up on TV shows and going through her to-read list.
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Pooja
Edited By Pooja Verma
Content Editor
Pooja Verma is a Content Editor and Senior Market Analyst at SelectHub, who writes and edits content for endpoint security, legal, CRM, fundraising software, eCommerce, and mental health software. She earned a literature degree from Miranda House, DU and also holds Master’s in Journalism from Symbiosis Institute of Media and Communication in India. In her free time, you can spot her reading a book or binge-watching the latest web series and movies.
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