Building a memorable customer experience (CX) starts with a plan. But no matter how well you’ve outlined the necessary steps to achieve top customer service results, you’ll need an even better tool to put it all into practice.
Think of customer experience management software as an extra team member. One that can have a deep understanding of your target audience, address specific pains in your customer journey, provide omnichannel support, automate routine tasks, and so much more.
In this post, we’ll show you just how you can find the right “candidate” for the job with an extensive list of customer experience software options.
What is customer experience software?
Customer experience software is a category of tools and platforms designed to optimize and enhance interactions between businesses and their customers across various touchpoints.
The end goal? Giving customers better customer experiences. Generally, such solutions aim to improve customer satisfaction, loyalty, and advocacy by facilitating seamless and personalized experiences throughout the customer journey.
Core features all good customer experience management software provide include:
- Multichannel support: Look for software that enables consistent and integrated communication across multiple channels, including email, phone, live chat, social media, and messaging platforms.
- Support quality assurance: Improve the customer experience by starting from your current interactions through extensive QA capabilities.
- Automation: Automation capabilities can streamline repetitive tasks and workflows, such as routing inquiries to the appropriate team members, sending automated responses to common queries, and triggering follow-up actions based on predefined criteria.
- Agent performance coaching: Use customer experience optimization software to train your team to offer better customer service.
- Analytics and reporting: Digital customer experience software should provide robust analytics and reporting capabilities to track key performance metrics, monitor trends, and gain actionable insights into customer behavior and satisfaction levels.
Kaizo
Who it’s for: Teams who need AI-powered QA, performance coaching, and workforce engagement in a single solution.
CX features:
- Use Auto QA to check what kind of quality of service you provide to customers and what experiences they’re having with your company.
- This is a top customer experience software that automates sentiment and empathy analysis, instantly flagging tickets that require special attention so you can improve customer experience in time.
- Likewise, QA raters can categorize tickets according to sentiment and empathy, apply various filters based on pre-set criteria, and bypass call listening by using AI-generated call transcripts and summaries.
- Kaizo’s AI extension, Samurai, provides managers with a cutting-edge AI-powered Quality Assurance system. This tool enables evaluating 100% of tickets, accelerates issue detection, identifies instances of low customer and agent sentiments swiftly, and prioritizes critical tickets for review.
- Use Kaizo to set personalized goals to challenge and empower your team with Kaizo’s gamified AI Missions.
📝 Help your agent understand customers better! Kaizo’s Samurai AI extension automatically transcribes and summarizes tickets so QA experts and team leads can make informed decisions and streamline their evaluation process. Try Samurai!
Zendesk
Who it’s for: Any team that needs a comprehensive CRM platform that integrates with a large variety of third-party tools.
CX features:
- Zendesk provides a robust ticketing system that allows businesses to track, prioritize, and manage customer support requests from various channels like email, chat, phone, and social media.
- This is one of the few customer experience software solutions that let you create self-service portals where customers can find answers to common questions, troubleshoot issues, and access knowledge base articles.
- Its live chat feature enables real-time communication between customers and support agents, facilitating quick resolution of issues and enhancing customer satisfaction.
- The tool integrates well with several social media platforms, allowing you to monitor brand mentions, engage with customers, and resolve issues directly from Zendesk.
Podium
Who it’s for: Medium and large organizations looking to get the tools they need to stay connected with customers across different channels.
CX features:
- Podium provides a centralized messaging platform that allows businesses to communicate with customers across various channels such as SMS text messaging, web contact forms, or phone calls.
- This is one of the best customer experience software options for gathering and managing online reviews from popular platforms like Google and Facebook.
- Go beyond support with Podium’s tools for businesses to manage their online presence across multiple platforms, including business listings, directories, and review sites.
- Use its analytics capabilities to gain visibility into key metrics such as message volume, response times, customer satisfaction scores, and online review performance.
Birdeye
Who it’s for: Businesses of all sizes looking to improve their online presence, better connect with customers, and manage their reputation.
CX features:
- Like Podium, BirdEye aggregates online reviews from various platforms such as Google, Facebook, Yelp, and industry-specific review sites.
- BirdEye uses natural language processing and sentiment analysis to categorize and analyze customer feedback from reviews, social media, and surveys.
- This digital customer experience management software enables businesses to create and distribute customer satisfaction surveys to gather feedback on specific aspects of their products/services.
- Get social media management tools that allow businesses to monitor brand mentions, engage with customers on social media platforms, and respond to comments and messages.
SurveyMonkey
Who it’s for: While SurveyMonkey does cater to a broad range of users across various industries and sectors, it’s best used by support teams to collect feedback from customers after interactions with customer service representatives.
CX features:
- SurveyMonkey allows businesses to create customized surveys (or use ready-made templates) tailored to gather feedback on various aspects of the customer experience, such as product satisfaction, service quality, and brand perception.
- The tool offers various methods for collecting customer feedback, including email surveys, website pop-ups, and social media polls.
- Its data analysis capabilities include real-time reporting, customizable dashboards, and advanced analytics tools.
What matters the most when choosing a customer experience software
Ultimately, you should aim to fill in the missing gaps in your current team and customer experience management process.
For example, if you’re juggling poor customer satisfaction scores and a low agent engagement rate, you might want to consider a solution like Kaizo to cater to both needs.
Or, if you need to monitor your social media presence and brand reputation, SurveyMonkey might not be enough. Instead, opt for a solution like BirdEye that will help you manage and gather online reviews too.
👉 See how other brands get a 93% CSAT with Kaizo! The Trading 212 team saw their CSAT increase by 11% within just 18 months. See Kaizo in action!
