What is Customer Experience Management?
Customer experience management is the process you use to design and respond to customer feedback.
This process will help you meet customer expectations and therefore enhance your satisfaction.
Customer experience software is the application used to manage customer feedback. This CXM software will help you to greatly improve the customer experience.
Customers drive your business and you must delight them with your services, products, content, and other offerings.
That being said, customer experience software is designed to help you deliver better experiences to your customers so they can stick with your brand. With this, you can also retain more customers and increase customer loyalty.
It helps you understand how customers perceive your products/services and whether they are satisfied with your offers or not. And if you don’t know these things, how can you improve your deliverability?
So if you assume they are satisfied just by looking at the sales, you are missing something. You can get even higher sales and revenue if you can map customer experiences, how they feel about your offerings, and what their journey has been like. In turn, you can better shape your products/services to increase customer satisfaction rates, brand promotion, and loyalty.
This article will explain what customer experience software is, how it can benefit your business, and what is the best customer experience software to try.
So, let’s get started!
Table of Content
What is customer experience software?
Customer Experience Management
Customer Experience Software is a tool that helps you deliver an exceptional customer experience by allowing you to collect, organize, manage, and track customer feedback. As a result, you can optimize customer relationships, sales, and product/service quality.
It is equipped with valuable capabilities such as customer analysis, feedback, contextual help, and a content management system. Additionally, the software can predict customer retention, buyback rate, and brand loyalty. It will also bring together essential ingredients like strategy, resources, and technology to help you improve your business standards.
Customer experience software stores all data related to customers, their interaction with your brand, purchases, surveys, etc., to give you an idea of their journeys from visitor to customer and their satisfaction levels. You can determine which strategy is working or not and learn which areas need improvement.
How is customer experience management different from customer service?
Customer experience management is different from customer service, as are their respective tools. The first is reactive and applicable when customers face challenges with their products/services. On the other hand, the latter tends to be proactive serving customer needs and ensuring that they are not faced with challenges anticipating events.
Why do you need customer experience software?
Customer experience software bridges the gaps between a business and its customers. Attracting customers is important, but retaining them keeps the business going, which is only possible if you provide the best services or products that customers appreciate.
So these are the benefits that your business can take advantage of when choosing customer experience software:
Increased customer satisfaction
Customer experience software helps you map your customer satisfaction level, challenges, and expectations through genuine feedback. You can analyze the feedback to improve your bids and make sure they don’t face those challenges again. This, in turn, will increase your satisfaction, sales, and revenue rates.
Reduce attrition
Competition is increasing across all business verticals, and you never want to lose your customers to inferior product/service offerings. The only way to know whether or not they will stick with your brand is by taking their genuine feedback using the software. It will help you improve your offerings and give the impression that you really care about your customers and are willing to make improvements for them. In this way, you can reduce customer churn rates.
More participation rates
If you can improve your products/services, you will see visible changes in your engagement levels. You can attract more customers by keeping your old ones. Customer experience software also tracks retention rates, new customer acquisition rates, and overall conversion rates to help you measure success rates.
Improved brand reputation
By tracking reviews in real-time, the software enables you to address negative comments quickly and improve your deliverability. At the same time, you can promote positive reviews to attract more customers. These ways are essential to build trust with your target audience and customers and increase your brand reputation. Plus, when your customers are happy with you and trust you, they become your loyal customers and your biggest brand advocates.
So, let’s take a look at some of the best customer experience software to help you take advantage of these benefits.
Zoho Desk
Satisfy each customer with your service using the power of customer context to increase the productivity, promotion, and management with Zoho Desktop. It enables you to provide a great customer experience by tracking every request across all brands, channels, departments, products, etc., and managing tickets.
It allows you to be available to customers on multiple channels such as phone, chat, email, website, and social media to respond faster. Create different service portals for various brands and organize the help desk to show the structure of your company.
Empower your team with contextual AI, that is, Zia. You can establish solutions for Zia to talk to your customers and find solutions for them and empower Zia to take the actions necessary for your business operations. Plus, monitor stats, analyze sentiment and opt for Zia notifications when needed.
In addition, you can offer self-service to customers by incorporating a knowledge base and a community of users. Empower agents with work modes, response editor, CRM integration, and many more options to enhance growth. Plus, automate all repetitive activities to save time and effort.
It can be integrated with other software your business uses and expand the help desk to meet business needs. The Zoho Desk SDKs will help you build mobile apps and you can get all the insights from your team through dashboards and reports.
Maintain proper status of each ticket from creation to closing. You can use or create templates for emails, ticket forms, and notifications. Protect every customer data while informing your team what they need. Choose from different plans and take a FREE trial for 15 days.
Freshdesk
Freshdesk is omni channel customer experience software that is powerful and easy. It enables context-based conversations in chat, web, social media, phone, and email from one platform wherever you use a cell phone or laptop.
Freshdesk’s’ automation will take care of support operations for you to spend more on providing a better customer support experience. Set up bots and create knowledge base widgets to help customers or agents quickly find the answers they need.
You can track team performance, identify bottlenecks, measure customer satisfaction through reports and customizable dashboards based on insights. Its intuitive process helps your team continue to work without excessively holding hands.
The simple and intuitive user interface helps to boost your productivity by allowing the team to support customers without distraction. Provide details to start your FREE 21-day trial and learn more about the software by experiencing its features and usage.
Zendesk
Get the complete customer support solution to provide a better Zendesk experience and grow your business. Zendesk helps your customers and their teams make things easier and more scalable. It allows you to offer customer support in a convenient way as you are looking for it.
Let your customers use any means of communication such as live chat, social media, email, voice, messaging, etc. so they can connect with you whenever and wherever they need to be. You can reduce resolution time for agents by creating a community forum and help desk for customers to resolve their issues at their own pace.
Video player
00:00
00:11
Use bots powered by AI and automation to get context and make sure customers don’t repeat themselves. Zendesk is easy to use and quick to set up, allowing administrators, internal teams, and agents to get their jobs done right. Plus, respond to and manage customer context from a unified workspace, which includes over 1,000 predesigned integrations.
Work smarter with intelligence and routing to gather details and reduce data entry. Increase agent efficiency with collaboration tools that connect with external and internal partners. You can also integrate all customer data through integration options, including no-code and no-code functionality.
Create a single, unified view and manage it throughout the customer journey. Make it more sensational with actionable information to analyze, monitor, and take the necessary steps according to the needs of your client.
Pricing starts at $ 49 / month/agent, billed annually, and a FREE trial is also available.
Hubspot
HubSpot’s customer service management software helps you expand customer support, unite your teams on a powerful and easy-to-use platform, and deliver services that retain and delight customers. It includes help desk automation, conversation tools, knowledge base, reports, customer feedback surveys, and more, powered by CRM to provide a unified view of every customer interaction.
HubSpot brings every data and service channel in one place and helps scale your support through self-service and automation. It gives you more time for active service that helps grow your customer base. Additionally, you can add automation and routing to tickets to create the help desk, prioritizing critical issues first.
Plus, implement CSAT, Custom Surveys, NPS, and CES to collect feedback and improve the customer experience. You can also monitor the health of your business by creating custom crossover objects, individual objects, or funnel reports.
You can choose the FREE plan or the premium plans starting at $ 45 / month
Adobe
Get content-driven experiences and personalization with Adobe Experience Manager that combines the power of digital asset management with a content management system. It helps you ensure consistent and personalized content for your customers who use Adobe Experience Manager sites. Plus, you can create and manage cross-channel digital experiences using automated tools for effortless scaling.
