Customer experience is the way a customer feels when interacting with your brand. Working with customer experience best practices for your customers can lead to a higher customer lifetime value and improved customer retention.
However, eCommerce businesses may find it difficult to sell the positive narrative of their brand to customers without the right customer experience management strategy. It is challenging to control and manage the way a customer feels about your brand without the right tools.
Key Takeaway: Customers relate with a business at so many touchpoints, from your social media channels and email newsletters to television ads and eCommerce marketplace online. Integrating customer experience management software will help you create and manage customer relationships.
Let’s review the best customer experience management software for business owners.
What is Customer Experience Management Software?
Customer experience management software is a tool that allows businesses to receive and manage feedback from customers about their experience. The customer experience management process adopts strategies that help businesses meet customer expectations and improve customer satisfaction.
With the use of customer experience management software, you can measure and optimize the path of a consumer, from brand discovery to post-purchase interactions. Customer experience management software provides features for customer relationship management, ticket management, omnichannel customer experience management, product inventory, customer self-service, reports and analytics, and collaboration.
Facebook, Twitter, and many other social media platforms are excellent sources for gathering insightful customer data. Such information from social media can be captured, gathered, and integrated by the appropriate platform, giving you insightful data.
The insights you get from your CXM software can be used to create customer-centric eCommerce marketing campaigns. Knowing what your customers want will streamline your sales and marketing processes.
With so many CX software to choose from, it can be confusing to pick the right one for your business. Here are our top 8 picks.
6 Best Customer Experience Management Software
With the help of Hubspot, you can keep track of every action your customers take on your e-commerce website. As a result, you can tailor the customer experience based on their interactions.
Hubspot allows you to integrate live chat and bots into your website. This makes it easy to answer customer queries faster. Advanced reports and analytics are available through Hubspot for businesses, which may be shared with and readily understood by team members or stakeholders.
- Live chat integration
- CRM platform
- Centralized inbox
Salesforce is yet another top-notch tool for managing the customer experience in businesses. Through AI-powered automation and workflows, Salesforce CX software can help you increase customer loyalty.
Salesforce offers a completely integrated CRM platform that enables you to give your customers an outstanding experience throughout all of your business units. The software accomplishes this by essentially bringing together your sales, eCommerce, marketing, service, and IT teams under one roof in order to give customers a more personalized eCommerce experience.
- Customer relationship management software
- Reporting and analytics
- Third-party software integration
Customer service and interaction are made possible by the robust and adaptable platform provided by Zendesk. It has native analytics and response-automation functionalities.
With Zendesk, you can set up a self-help section for your customers and use a ticket system to handle issues more quickly. The Zendesk CX software improves communication and assists you in turning interactions into relationships.
- Personalized customer experience
- CRM software
- Automated responses
- Zoho Desk
Zoho Desk is a powerful customer experience management tool that is incredibly simple to set up and use. Businesses can use the application to handle customer interactions through several channels, including email, phone, social media, and websites.
The customer experience management platform gives organizations a 360-degree view of their customers. This enables businesses to manage each customer interaction across channels and streamline business process flows.
- Customer experience management
- Workflow automation
- Omnichannel conversation management
Freshdesk is an omnichannel CX software that makes it easy to manage customer experience. It provides the tools and functionality needed to simplify ticketing, handle customer issues quickly and effectively, and oversee whole field service operations.
You can measure and boost productivity with the use of its dashboards, reports, and customer satisfaction scores. Freshdesk offers a centralized platform for organizing all support-related communications from various channels.
- AI-powered chatbot
- CRM software
- Ticket management
SAS customer intelligence 360 is a one-stop shop for developing and customizing customer experiences to grow revenue and increase customer loyalty. It has features like personalized customer journeys, guided analytics, testing and experiments, and actionable insights.
Numerous solutions are available through the SAS customer experience management platform, including intelligent advertising, marketing automation, marketing optimization, and real-time decision management. SAS CX software has tools for building and keeping up-to-date consumer profiles. It can combine data into a unified customer perspective.
- Customer insights and reporting
- Marketing automation
5 Key Features of Customer Experience Management Software
When choosing the best customer experience management software solutions, consider the following features:
- Mapping Customer Journey
- Designing and Testing Customer Experience Strategy
- Managing Tickets
- Reporting and Analytics
- Tracking Inventory
Mapping Customer Journey
The CX software you choose should be able to map out customer journeys. This feature allows businesses to identify and track customers from the first interaction with the brand. The ideal customer experience management software should provide a 360-degree view of the customer’s experience.
Designing and Testing Customer Experience Strategy
The customer experience software must be equipped to build and design the best customer experience campaigns across different channels. It should also be able to optimize and test customer interactions and give recommendations to make it better.
With this feature, businesses can manage and keep track of customers’ conversations. Ticket management makes it easy to view customers' queries and attend to customers better.
Reporting and Analytics
The best CEM software can measure and analyze eCommerce metrics and KPIs. this makes it easier for you to understand what customers think about your brand.
CX software allows businesses to see high-demand products. You can also identify the products a customer buys the most and track if there are any issues with the product.
Frequently Asked Questions About Customer Experience Management Software
Here are some common questions about CX software.
What is CX Automation Platform?
Customer experience (CX) automation refers to any technology that helps customers with normal actions, occasionally taking the place of human engagement, to enhance customer interactions.
What are the 4 Metrics of Customer Service?
The four metrics of customer service include:
- Customer feedback metric
- Service efficiency metric
- Quality, consistency, and compliance
- Team engagement
What is a Customer Experience Framework?
A customer experience framework is a strategy you use to measure, analyze, and enhance your customer experience. If you want to take your CX seriously, the customer experience framework is essential.
Work Smarter, Not Harder
Customer experience management software makes it easier to give your customers the best experience when they interact with your brand. As a result, you can expect to see better customer loyalty, increased retention, improved sales processes, and high ROI.