Customer Experience Software

Typically, Customer Experience is a capability of a variety of other G2 Software categories. See more below to select the

best Customer Experience Software.

help desk and customer success software, because they both involve human interaction hopefully leading to a satisfied customer and a closed case. AI sales assistant chatbots automate simple interactions and transactions so customers can quickly achieve their goals. Enterprise feedback management provides a flow of data on what a business is doing right and where it is failing to meet expectations. Customer journey analytics software monitors and records actual customer use of a business’ digital assets across multiple channels, both to see how well existing processes are working and to craft more ideal paths for customers to take in their use. Account-based marketing is an attempt to focus more attention on key accounts and treat them like valued relationships. Social media management engages customers at critical points in the customer’s journey—the point where they are pleased, curious, or annoyed enough with a brand to post about it in a public forum. CRM is one of the earliest attempts to manage customer experience, and the data from CRM systems is often integrated with other CX applications.

To be considered part of the Customer Experience family, a product should:

  • Provide actionable information about customer satisfaction in unique instances or through aggregated data
  • Plan and implement changes to business processes that affect customer experience
  • Create a memorable, positive experience through application of technology
  • Help employees consistently provide the best outcomes for customers
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Customer experience software (CX) refers to a class of software designed to monitor and enhance the overall experience customers have when interacting with a business or a brand. Customer experience software provides information and support to prospective and existing customers while ensuring a positive experience. There are many customer touchpoints, and therefore many different tools needed to affect them; because of this, CX software is not a category so much as it is a family of categories.

Custome

ActiveCampaign helps growing businesses meaningfully connect and engage with their customers. Its Saas platform enables businesses to create optimized customer experiences by

Top Customer Experience Software Result from Marketing Automation

Also listed in Online Form Builder, CRM, Live Chat, Social Media Advertising, Attribution


“Good Marketing Email Software”
What do you like best?

Nice features for a pretty decent price. Review collected by and hosted on G2.com.

What do you dislike?

I wish active campaign integrated with space craft. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure the software integrates with your current web software. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Establishing a sales funnel. Connecting and reconnecting with clients and contacts. Review collected by and hosted on G2.com.

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HubSpot Sales Hub gives you a full suite of tools to boost your productivity, shorten deal cycles, and make your sales process more human-friendly — without adding to your wor

Top Customer Experience Software Result from CRM

Also listed in CPQ, Sales Intelligence, Sales Performance Management, Online Appointment Scheduling, Email Tracking


“Husbpot seems to be amazing but it is too overwhelming for me to use”
What do you like best?

The platform is so robust and scaleable and with the ability to highly customize features to go with any company system Review collected by and hosted on G2.com.

What do you dislike?

Too complicated to use, and very expensive. I feel guilty for not using all of the features and dumb for not know how to use them Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you have someone talented and willing to learn to use HubSpot, it is an absolutely amazing system. For the individual user, however, it is too expensive and too difficult Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Integration and automation of various social media, CRM and back office functions Review collected by and hosted on G2.com.

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Top Customer Experience Software Result from Enterprise Feedback Management


“Great For Customer Surveys and Information Gathering”
What do you like best?

Our ability to easily create surveys to gather tedious, long form bits of information from our clients has been super valuable to our team. It makes the process relatively seamless for both us and our clients. Review collected by and hosted on G2.com.

What do you dislike?

It would be really nice to have the ability to allow the user to save their progress so that they could come back to a survey at a later point. This can often be a point of frustration for our clients as some of our surveys take quite a bit of time to complete (45 minutes or so) and it's often difficult for small business owners to carve out 45 minutes of uninterrupted time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Before you go 'all in' with the product, spend some time creating a few surveys and forms to ensure that it'll meet your needs. Make sure that it's not missing any features that are critical to your business before you devote a ton of time moving over to their platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Survey Monkey to help us gather the information that we need to create collateral for our clients. We use the system to give our clients a way to tell us information about their brands - where they've come from and where they want to take it in the future - so that we can create brand guidelines and marketing collateral for them. Review collected by and hosted on G2.com.

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Freshdesk

Freshdesk

(2,342)4.4 out of 5

Freshdesk

(2,342)4.4 out of 5

Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with you

Top Customer Experience Software Result from Help Desk

Also listed in Field Service Management, Customer Self-Service, Live Chat, Social Customer Service, Conversational Customer Engagement


“Feature-rich applications and unparalleled customer service”
What do you like best?

Everything about FreshDesk is so easy and user-friendly. Implementing FreshDesk made a huge impact on our business. I don’t know how we managed without it.

Setting up the portal is so simple, and the agent portal is very intuitive. Designing basic workflows with Dispatch’r and customising notification e-mails was borderline addictive.

The customer service is like nothing I’ve ever experienced, rapid responses packed with useful information and friendly and helpful staff Review collected by and hosted on G2.com.

What do you dislike?

We trialled this product on the free package and were caught offguard by the inability to whitelist the email notifications. Fortunately we were able to resolve this very quickly. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it. Do it. Do it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The way we use FreshDesk is slightly unorthodox. Our consultants request invoices to be raised by our invoicing team through the ticket system. We get to monitor response times and individual KPIs on our invoicing team and our consultants get the peace of mind of being able to track their ticket progress Review collected by and hosted on G2.com.

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Simple contact management software for small businesses

Top Customer Experience Software Result from CRM


“Simple, but highly effective CRM”
What do you like best?

1. Ease of use

2. Versatility

3. Integrates with Google Calendar

4. Fields can be customized

5. Perfect for storing contacts and planning future contact

6. Low monthly subscription

7. Plenty of teaching via video information

8. Easy to use both on a Mobile and PC /Laptop. Review collected by and hosted on G2.com.

What do you dislike?

Nothing disliked so far. Perhaps a few case studies in addition to the testimonials would make it easier (faster) to be convinced. Not easily found online - the big players (Sales Force, ZOHO etc) dominate CRM search enquiries. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take advantage of the free 30 Day trial period before committing to far more costly alternatives.

Consider your needs and the features of a CRM that you need. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

A mounting number of client and prospect contacts needed to be managed and brought under admin control. Scheduling re-visits and maintaining note taking (records) for each contact was a priority. Review collected by and hosted on G2.com.

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Salesforce Sales Cloud CRM helps you close deals faster from anywhere, anytime.

Top Customer Experience Software Result from CRM

Zoho Social

Zoho Social

(2,075)4.5 out of 5

Zoho Social

(2,075)4.5 out of 5

Schedule unlimited posts, manage social networks, track conversations, and measure performance from a single dashboard.

Top Customer Experience Software Result from Social Media Management

Also listed in Social Media Suites, Social Media Monitoring, Social Media Analytics


“Great product to optimize your social media communication. Has ability to manage multiple brands.”
What do you like best?

Love having the multiple Brands, the ability to schedule postings, ability to schedule to multiple platforms(Facebook, Linkedin, etc), Love the ZShare feature to quickly share images and add text quickly. Its probably one of the best social media system. Also, the predictive post feature is awesome.. It determines when my followers will be online and interacting, it recommends the best time to post. Awesome Feature. Review collected by and hosted on G2.com.

What do you dislike?

I don't truly understand the Instagram posting yet, how the picture works, etc. I think there needs to be a clearer explanation. Also, the ability to post multiple times a week... Right now I can only post once a week over a 13 week period. Maybe even more weeks too. Would love the ability to post to multiple brands at the same time. Have a lot of common messages that need to go out to multiple brands. Right now have to copy and paste, little tedious. Would love the ability to take a post from one brand to another. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get the entire Zoho One package because all the tools work together and make it easy to cross connect. The Zoho Social ZShare feature makes it easy to quickly post from any website right into Zoho social and have your marketing material look professional. Plus the ability to schedule when followers are most likely to engage is priceless. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Communication... It makes getting my posts out to multiple social media sites extremely easy. I save so much time and effort using Zoho Social. Also, the scheduling gives me the ability to post messages in the future. Saving me time and money by now having to come back to the computer just to post. The reporting makes it easy to see exactly what is working and what is not working. This alone is a money saver. Review collected by and hosted on G2.com.

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LiveAgent

LiveAgent

(1,308)4.5 out of 5

LiveAgent

(1,308)4.5 out of 5

LiveAgent helps businesses provide better customer service across all communication channels including email, chat and phone. Deliver customer Wow and grow your business with

Top Customer Experience Software Result from Help Desk

Also listed in Customer Self-Service, Social Customer Service, Live Chat


“Excellent Customer Support Portal”
What do you like best?

We had issues with a similar company that would filter out emails from our customers. We are happy that LiveAgent uses a different spam filter so we can now get all of our customer's emails. Review collected by and hosted on G2.com.

What do you dislike?

This is a small thing, but I feel like LiveAgent doesn't have the cleanest looking setup. But it functions the way we need it to so it's ok! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're considering LiveAgent, my advice is to take the time to figure out how to implement the features they have. It's not super intuitive for some of them, but it makes the service more worth it if you take the time to figure it out. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We had issues with a past company that marked our domains as spam so we couldn't get all of our customer's correspondence. LiveAgent has corrected that issue for us. We've also liked using the auto reply for times we are out of the office. Review collected by and hosted on G2.com.

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ChurnZero

ChurnZero

(413)4.7 out of 5

ChurnZero

(413)4.7 out of 5

ChurnZero's real-time SaaS platform helps subscription businesses fight customer churn.

Top Customer Experience Software Result from Customer Success


“ChurnZero a key tool in our quest to ZeroChurn”
What do you like best?

- Analytical capabilities of ChurnZero

- Ability to segment accounts by any possible metric

- Being able to take endless factors into account to create a Churnscore for each account - a number that calculates the probability to churn.

- Churnzero's CSM Lucas was beyond expectations helpful in setting up, explaining and giving insights/ideas. He is always reachable and our biweekly meetings always add value. Review collected by and hosted on G2.com.

What do you dislike?

Due to the depth and endless possibilities of CZ, it takes focus and dedication in setting it up. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ChurnZero greatly helped us in giving analytical insights into customer behaviour and more importantly customer health. Accounts can be segmented according to any possible metric our product records and additionally be analysed and compared to each other. This way we were able to gain intelligence on likelihoods of churn and what we need to do to create better customer experiences. Our customer retention increased by over 10% since our process changes (which CZ was part of). Review collected by and hosted on G2.com.

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Zoho Desk

Zoho Desk

(2,674)4.4 out of 5

Zoho Desk

(2,674)4.4 out of 5

Zoho Desk pulls in all your customer interactions from across multiple channels into a single, clean interface. You can then seamlessly continue these conversations and help c

Top Customer Experience Software Result from Help Desk

Also listed in Live Chat, Customer Self-Service, Social Customer Service


“Knowledge management and customer service”
What do you like best?

It fits perfectly with my work system, and jelps us to focus on two main approaches, customer service and further enchance our product, raising the quality of service we offer in relation to our customers to another level. It provides us with incredible tools that allow us to optimize all our work, both individually and in groups, setting up a collaborative work thanks to a chat with real-time messaging and the transfer of files in a simple way. It allows us to automate various CRM processes, billing, project management, documents, including viewing the client's profile, with comments, chats and subscription reports. One of the things that we like the most is to be able to analyze the different complaints, problems or comments that our clients may have through the collection of data with forms, in order to take care of each case in particular and attend to all the doubts they have. It encompasses and systematizes all the worh so that each action is quick and easy. It enhances the messaging system, so that there is always a correct flow of the message, it is possible to manage telephone calls, chats in networks and record them or keep them in a waiting queue if necessary. Review collected by and hosted on G2.com.

What do you dislike?

So far the whole system has seemed comfortable to me, each tool is a ideal to perform every function I need, however, I would like ther to be more customization features where it is possible to adjust the color and design so that the experience is much more comforting. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Improve your relationship with customers thanks to Zoho Desk, with great functions and automation of all work. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We doubled the benefits we previosly obtained by paying attention to what our clients need, thans to Zoho Desk that allows us to focus on the smallest things, as well as automate various functions of billing, claims assistance, as well as manage our work time thanks to the different organizational and planning functions of business tasks. Communication is vital for our company, where all team members can work collaboratively, by achieving these results our effort will be reflected in the satisfaction of our customers, improving our service and treatment of each of them, the business relationship encourages strong ties and excellent results. Review collected by and hosted on G2.com.

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Podium

Podium

(1,105)4.6 out of 5

Podium

(1,105)4.6 out of 5

Podium is an Interaction Management platform that helps businesses collect and manage online reviews, gather feedback and text customers.

Top Customer Experience Software Result from Online Reputation Management

Also listed in Enterprise Feedback Management, Live Chat, Cloud Communication Platforms, Conversational Marketing, SMS Marketing


“Helpful to our Business”
What do you like best?

Podium makes it really easy for us to reach our customers via text. Our response value is so much quicker with Podium than with a normal email. Review collected by and hosted on G2.com.

What do you dislike?

Nothing! We love Podium and would recommend it to everyone! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Podium is a must have for anyone wanting to reach their customers in a meaningful way. We have gotten so many more responses using this system than with traditional means such as phone calls, emails, and regular mail. We have found our customers are very responsive to text messages and are able to collect balances, have conversations, and make sales all through the platform. I would highly recommend trying Podium for your business! It is an essential tool that we could not live without! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Podium to contact delinquent customers via text message. We are much more likely to receive messages back from customers when using Podium than with other traditional means like phone calls and emails. Review collected by and hosted on G2.com.

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HubSpot Service Hub is customer service software that makes it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them

Top Customer Experience Software Result from Help Desk

Also listed in Shared Inbox, Customer Self-Service, Enterprise Feedback Management, Live Chat, Customer Success


“Promising”
What do you like best?

I like that I'm able to integrate the knowledge base articles and chat bot on my help center website. I like being able to support different ticketing pipelines. I enjoy the fact that tickets are associated with company records which helps give a 360 of how a customer is doing. Review collected by and hosted on G2.com.

What do you dislike?

I don't like the separation of the chatflows from the ticketing pipelines, it's not easy to tell when a new chat is in, even with the notifications. I don't like that I can't precisely pinpoint who I want to send a survey to without several filters, and even when I add the right filters I still might get a list with 0 records. I think the service hub is missing a customer success component. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Hubspot service hub is helping us keep track of customer service requests, feature requests, and bug tickets. It's helping us organize customer information and customer feedback all in one place. Review collected by and hosted on G2.com.

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Intercom

Intercom

(1,254)4.4 out of 5

Intercom

(1,254)4.4 out of 5

Intercom allows you to communicate personally with every single customer.

Top Customer Experience Software Result from Live Chat

Also listed in Customer Self-Service, Help Desk, Chatbots, Conversational Marketing, Digital Adoption Platform


“Great Service”
What do you like best?

Streamlines inbounds easily, making it so the incoming leads are digestible and manageable Review collected by and hosted on G2.com.

What do you dislike?

You cant turn off the alert sounds (in my knowledge) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

High volume inbound traddic. It disperses the responsibilty in an effective way Review collected by and hosted on G2.com.

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Provide customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

Top Customer Experience Software Result from Help Desk

Also listed in Complaint Management, Chatbots, Proactive Notification, Customer Self-Service, Contact Center Operations


“Convenient and easy to use chat tool. Great for connecting with customers!”
What do you like best?

The back end management system is extremely user friendly and takes little to no previous training to figure out. You are also able to download the app to your phone for on-the-go customer support when not in the office. This is extremely useful and helps us maintain 24 hour support as best as possible. Review collected by and hosted on G2.com.

What do you dislike?

I dislike that when responding to a chat, if the person gets off the website, your message gets erased. Then when they jump back on your website, you have to restart typing that message from the beginning. It would be helpful if the message didn't get erased and we were able to continue the message as the customer jumped back on. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are better connecting with our customers and answering questions they may not be able to find the answers for. We are providing fast and reliable support through Zendesk Chat. We are improving our conversion rate with chat as we are able to quickly respond to any potential roadblocks in the sales process. Customers are happy with our high level of support and keep coming back when looking for products in our industry. Review collected by and hosted on G2.com.

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Freshsales is a sales CRM built to help you stop juggling between multiple tools. It’s ideal for small businesses and refreshing for enterprises.

Top Customer Experience Software Result from CRM

Also listed in Sales Analytics, Email Tracking, Outbound Call Tracking, Sales Engagement


“FreshSales is Amazing and Very User Friendly”
What do you like best?

We were looking for an affordable, powerful CRM system for our non-profit organization that was customizable to meet our needs yet simple enough to use so that we wouldn't need any outside assistance in setting it up. FreshSales was chosen over 4-5 others we researched Review collected by and hosted on G2.com.

What do you dislike?

There is nothing about the program that we dislike at this point in time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great product at a great price point. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Lead management, Appointments, Follow-Up reminders, communication logging, email and some sales automation Review collected by and hosted on G2.com.

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HubSpot is an all-in-one growth platform. Since 2006, we have been on a mission to make the world more inbound. Today, over 64,500 total customers in more than 100 countries u

Top Customer Experience Software Result from Marketing Automation

Also listed in Social Media Management, Social Media Advertising, Marketing Analytics, Landing Page Builders, Account Data Management

Custify

Custify

(50)5.0 out of 5

Custify

(50)5.0 out of 5

Next-Generation Customer Success Software For B2B SaaS

Top Customer Experience Software Result from Customer Success


“Practical and very helpful tool to both sales and support”
What do you like best?

For us, first and foremost, Custify solves an issue of client overview across our teams. We’ve integrated previously disconnected tools so now our teams not only get full info on our clients but also multiple outreach options and detailed customer health tracking. The automated playbook and alerts options save everyone a lot of time. Review collected by and hosted on G2.com.

What do you dislike?

Integration took a bit of time and deciding on the right customer health scores was a process in itself but once we got everything set up, we saw the benefits. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely worth a try if you have a saas. They have awesome support and can help guide you through the integration and setup process. Our main limitations came from our custom integrations. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We switched to remote work and sharing info about clients became a time consuming process since we have multiple tools which store this information. With tools integrated in Custify, we now have a full 360 view across our clients. Support and CS teams can coordinate better and also sales teams can track customer health scores to track onboarding and clients ready to switch plans. Review collected by and hosted on G2.com.

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Pipeliner CRM

Pipeliner CRM

(378)4.7 out of 5

Pipeliner CRM

(378)4.7 out of 5

Pipeliner is a sales CRM Software for Windows & Mac. Manage your sales pipeline online or offline, from virtually any device.

Top Customer Experience Software Result from CRM

Also listed in Sales Performance Management, Sales Enablement


“Absolutly visual and scalable”
What do you like best?

I love the easy way to individualize and customize our CRM Software to our affords.

With no programming skills we can easy create our own entry-masks and database with very quick and comfortable summary functions. Its fully Office-integrated and we like the scalable purchase-possibilities. It grows with our company and I´m not scared about any limits the software could have for us. Review collected by and hosted on G2.com.

What do you dislike?

We are frm the DACH region and I would like to have a german-speaking support for the software for our collegues. Or german-speaking webinar-videos for the usecases for all of this functions.

The second thing that I have missed was a pre-defined setup for a business, that is related to individuals instead of companies. It took a lot of initial affords to rearrange all the Account / Contact - Structure of the programm for using pipeliner as CRM for "human" clients meanly and not for company-accounts. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try it. It´s a very intuitive software. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The customer-database ist totally clean since we use pipeliner. We have had so many Excel-Sheets, Access-Sheets and self created forms and files before. I don´t miss this time.

With more staff we cann easily manage processes and customer relations with pipeliner. Unfortunatly we don´t use the full power of all functions. But we are learning daily... :-) Review collected by and hosted on G2.com.

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Loomly

Loomly

(532)4.6 out of 5

Loomly

(532)4.6 out of 5

Loomly is an all-in-one social media management tool designed to help marketing teams create better content for Facebook, Twitter, Instagram, Pinterest and LinkedIn.

Top Customer Experience Software Result from Social Media Management


“EXCELLENT SOCIAL MEDIA MANAGER, NEEDS BETTER INSTAGRAM SUPPORT”
What do you like best?

The visual aspect of seeing everything scheduled, and the tips on what to post on certain days. The ability to change, reschedule and COPY is LIFESAVING for my brands. The analytics are very good as well, don't cost extra, and they also are INCLUDED in the price - whereas other solutions charge extra! You can also see the analytics in your time period of your own choosing. Having grid or list style views is nice as well. Post Ideas is also actually useful where other solutions just use the same hashtag weekly. Review collected by and hosted on G2.com.

What do you dislike?

Instagram is difficult to use and videos don't work. I really hope they fix it, they originally said by the end of the year, but it's almost over and not quite ready yet. Zapier is an additional expense, but sort of works than before. HOWEVER this one issue does not ruin the great experience. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use the trial, and you will be hooked! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's a timesaving scheduler that really helps SEE everything that is scheduled at a glance. It helps that I can schedule out for the entire year, and see anything to help. The largest benefit has been saving the time. Review collected by and hosted on G2.com.

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Sprout Social’s all-in-one social management solution empowers our customers to do more with their social media strategy. Better connect with audiences, streamline publishing

Top Customer Experience Software Result from Social Media Suites

Also listed in Hashtag Monitoring, Social Media Monitoring, Social Media Management, Social Media Analytics, Social Customer Service


“One-Stop Solution for Social Media Management”
What do you like best?

It's ability to do sentimental analysis and also help us find the correct audience to follow with in-depth filters like location restriction and age, keywords. Review collected by and hosted on G2.com.

What do you dislike?

It's inefficiency to integrate Pinterest and new social media. Also we can't import the user profile data outside of it to do retargeting through facebook ads. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

You can use this tool if you want to scale up your Social media management. The only concern is its too expensive than other tools like Hootsuite Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are a digital marketing service providers, so while using this app for our clients we found it hassle free, user friendly and one-point solution tool to implement. Review collected by and hosted on G2.com.

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