I have personally reviewed and evaluated the most popular customer experience software on the market. This guide shortlists the top platforms designed to improve customer satisfaction, boost loyalty, and increase retention rates.
10 Best Customer Experience Software Shortlist
Here is my selection of the 10 best software platforms from the 24 tools reviewed.
- CloudTalk — Best all-around for cloud-based call centers and sales teams.
- Zendesk — Best for scalable, ticketing-based customer support.
- Nextiva — Best for omnichannel communication and journey orchestration.
- Medallia — Best for capturing and analyzing enterprise-grade customer signals.
- HubSpot Service Hub — Best for CX management within an integrated CRM ecosystem.
- Adobe Experience Manager — Best for digital asset and content management.
- Zoho — Best for an affordable all-in-one CRM and CX platform.
- Salesforce Service Cloud — Best for deep personalization and enterprise-level support.
- Tidio — Best for user-friendly customer service chatbots and live chat.
- Gainsight — Best for B2B customer success and health monitoring.
Customer experience software helps your organization gather feedback, analyze critical insights, and take decisive action to enhance every customer interaction with your brand. These platforms make it simpler to close feedback loops, monitor customer sentiment, and deliver superior experiences across all channels.
Whether you are struggling with siloed data, trying to measure the ROI of your CX initiatives, or simply want to understand your customers on a deeper level, the right tools can be a game-changer. These platforms help you translate customer opinions into actionable strategy. I’ve evaluated each tool based on core functionality, unique features, usability, and integrations to help you select the ideal solution to elevate customer satisfaction.
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The 10 Best Customer Experience Software: Quick Comparison Chart
This comparison chart summarizes key details about each of my top customer experience software choices. You can view pricing information and the availability of free trials side-by-side to find the best platform for your budget.
Best Customer Experience Software
| Tool | Best For | Starting Price |
|---|---|---|
| 1. CloudTalk | Cloud-based call centers | From $25/user/month |
| 2. Zendesk | Ticketing-based support | From $55/agent/month |
| 3. Nextiva | Omnichannel communication | From $20/user/month |
| 4. Medallia | Enterprise customer signals | Custom Pricing |
| 5. HubSpot Service Hub | Integrated CRM ecosystem | From $90/seat/month |
| 6. Adobe Experience Manager | Digital asset management | Custom Pricing |
| 7. Zoho | All-in-one CRM & CX | Custom Pricing |
| 8. Salesforce Service Cloud | Enterprise personalization | From $25/user/month |
| 9. Tidio | Customer service chatbots | From $25/user/month |
| 10. Gainsight | B2B customer success | Custom Pricing |
Best CXM Software Reviews
To help you find the best customer management software for your needs, here are detailed descriptions of my top 10 CXM solutions and the reasons why they made this list.
#1 CloudTalk
CloudTalk is a versatile cloud-based communication platform used by small businesses and large enterprises alike. Its strength lies in its comprehensive sales and call center software—giving you the flexibility to automate CX, save time, and increase efficiency.
With CloudTalk, you can create intuitive and customized call flows that connect your customers to the right agents every time. Plus, you can make real-time adjustments to automations so you never miss a call again.
Key features:
- Outstanding call quality and reliability for voice and video
- AI-powered data collection and analytics to better understand the customer experience
- Integration with key CRM systems for improved customer information access and enhanced support personalization
- AI conversation intelligence features that include auto-summaries, Topics Extraction to identify key trends impacting customer success, and Sentiment Analysis
- Advanced call options like Interactive Voice Response and Smart Call Routing
- Expansive integrations with other popular CX tools, including Zoho CRM, Zendesk, HubSpot, Zapier, and more
Pricing:
- Starter: $25 per agent
- Essential: $30 per agent
- Expert: $50 per agent
- Custom pricing
Best for:
CloudTalk is a great choice for organizations of all sizes looking for cloud-based solutions to optimize their productivity—while providing full employee and agent support.
#2 Zendesk
Zendesk is an incredibly popular help desk and customer support platform. The platform relies on a customer support ticketing system, though they also offer knowledge base tools for self-service customer support options.
Key features:
- Intuitive customer support ticketing system
- Easy-to-use knowledge base software
- Simple configuration and code-based configuration options available
- Features designed to streamline personalized support for individual customers
- Integrates with many other CX tools
- Available Zendesk bots to offer omnichannel support around the clock
Pricing:
- Zendesk’s Suite Team: $55 per agent/month
- Suite Growth: $89per agent/month
- Suite Professional: $115 per agent/month
- Suite Enterprise: Custom pricing
Best for:
Zendesk is an ideal solution for small and medium businesses looking for ticketing-based customer support solutions that can handle simple and complex customer concerns.
#3 Nextiva
Nextiva is a popular cloud-based communication platform specializing in omnichannel support. For example, it has features like live chat, SMS messaging, and social media messaging through platforms like WhatsApp or Messenger. It offers decent analytics that help you understand customer behavior and preferences. The interface is straightforward, and the security features are reliable.
Key features:
- Optional integration with Nextiva’s VoIP platform, which includes voice and video call and conferencing options
- AI-powered live chat solutions
- Customer service reporting and analytics designed to improve agent performance
- Advanced call routing and forwarding features
- Automated workflows and workforce engagement management to improve agent productivity
- Omnichannel support options for call centers
Pricing:
Nextiva’s customer experience management (CXM) pricing doesn’t include VoIP services
- Digital plan: $20 per user/month
- Core plan: $30 per user/month
- Engage plan: $40 per user/month
- Power Suite plan: $60 per user/month
Best for:
Nextiva is a good choice for large enterprises or call centers looking for omnichannel support solutions.
#4 Medallia
Medallia is a customer experience management software that focuses on customer journey personalization. It covers all the bases for gathering and analyzing customer feedback from different sources. Its powerful data analytics help businesses turn feedback into actionable insights, but it can require a steep learning curve due to the range of utilities, tabs, and metrics.
Key features:
- Comprehensive feedback-capturing abilities with multiple collection and analysis options
- Self-service options for complex global processes and systems
- AI and machine-learning predictive analytics
- Employee learning opportunities from detailed feedback with personalized reporting options
- Improve omnichannel customer touchpoints
- Unified customer views
Pricing:
- Custom pricing
Best for:
Medallia is a great solution for large businesses with IT support teams who want to invest in personalized customer journeys.
#5 HubSpot Service Hub
HubSpot is one of the most popular CRM platforms on the market, and it also offers suites of tools for sales, marketing, and operational functions. HubSpot Service Hub is known for its incredible segmentation features, and existing HubSpot users may benefit from access to customer insights within a single dashboard.
Key features:
- Real-time feedback based on customer interactions
- Easily track customer behavior and offer support based on the customer journey
- Simple but effective ticketing system to resolve customer concerns
- Email and chat to issue ticket support
- Simple automation, knowledge base software, and multiple ticket pipelines available with paid plans
Pricing:
HubSpot’s free plan includes a basic ticketing system, live chat, email templates, and simple reporting.
- Service Hub Professional plan: $90 per seat/month, with a one-time onboarding fee of $1,500.
- Enterprise plan: $150 per seat/month
Best for:
Small businesses on tight budgets looking for streamlined chat and email support solutions can benefit from HubSpot’s free plan. Meanwhile, large organizations can benefit from advanced features and seamless integration across Hootsuite’s different product hubs.
#6 Adobe Experience Manager
Adobe Experience Manager helps you manage and optimize digital experiences across multiple channels. It leverages automation and specialized tools to help brands source, adapt, and deliver assets across diverse channels to create stronger customer experiences and detailed customer resources. For instance: help desk support, installation tutorials, and customer success content.
Key features:
- Digital asset management system
- Quickly adapt and deliver content through diverse cross-channel platforms
- Learning management system that integrates with your site to engage customers
- Scale product and business documentation to create thorough customer resources
Pricing:
- Custom pricing
Best for:
Organizations that need support managing, improving, and adapting customer-facing content and documentation.
#7 Zoho
Zoho stands out for its affordability and comprehensive feature set. It offers tools for customer feedback management, analytics, and customer journey mapping, all integrated into a single platform. Zoho’s customization options also let you tailor the software to your specific needs—so you can improve collaboration and data sharing across teams in large organizations.
Key features:
- Unified customer experience platform that integrates with Zoho’s CRM and other suites of tools
- Personalized customer journey support
- Create cross-channel campaigns and leverage omnichannel support
- Automated and streamlined support processes to improve agent productivity
- Cross-departmental customer views
- Custom mobile app and desktop applications
- Detailed customer data platform with advanced analytics, including pipeline monitoring
Zoho’s customer experience tools are part of their CRM enterprise software.
Pricing:
- Custom pricing
Best for:
Large enterprises already using Zoho or that are looking for advanced customer support tools with diverse functionality. If you’re a small business that relies heavily on third-party apps, you might want to look for a platform that lets you automate across integrations.
Other Customer Experience Management Software
Looking for more CXM tools to explore? Here are 14 others that didn’t make the top 10 but are still worth your consideration:
- Survicate: For multi-channel feedback collection through targeted surveys.
- Missive: For collaborative team inboxes and communication management.
- Zoho CRM: For managing CX within a complete and affordable CRM suite.
- Acquire: For unifying customer interactions across chat, voice, and video.
- Churn360: For monitoring customer behavior and health scores to reduce churn.
- Adobe Experience Manager: For managing and optimizing digital assets and content-driven experiences.
- Freshdesk: For a comprehensive and user-friendly ticketing system.
- Intercom: For conversational support, engagement, and marketing.
- Sprinklr: For enterprise-grade social media management and modern CX.
- Talkdesk: For AI-powered contact center and customer service solutions.
- LiveAgent: For building a robust self-serve content hub and live chat.
- monday service: For creating highly customizable service and support workflows.
- Hiver: For customer service management directly within Google Workspace.
- UserGuiding: For creating interactive product walkthroughs and NPS surveys.
What Is Customer Experience Software?
Customer experience software is a category of tools that helps businesses gather, analyze, and act on customer data and feedback across all touchpoints. It empowers teams to monitor sentiment, resolve issues proactively, and identify patterns in customer behavior to improve overall satisfaction, loyalty, and advocacy.
Customer Experience Software Selection Criteria
When selecting the best customer experience software for this list, I focused on common buyer needs and pain points, such as collecting actionable feedback and ensuring rapid response times. I used the following structured framework for a fair evaluation:
- Core Functionality (25%): Did the solution offer robust tools for feedback collection, support ticket management, data analysis, automation, and interaction tracking?
- Additional Standout Features (25%): I looked for unique features like real-time sentiment analysis, AI-driven insights, predictive analytics, and deep customization.
- Usability (10%): I assessed the interface design, ease of navigation, and the overall learning curve for new teams.
- Onboarding (10%): I evaluated the availability of training materials, interactive tours, templates, and support during the setup process.
- Customer Support (10%): I considered the availability (e.g., 24/7), channels, response times, and quality of assistance from the software provider.
- Value For Money (10%): I analyzed pricing tiers, scalability, and the features offered for the cost to determine overall value.
- Customer Reviews (10%): I considered overall satisfaction ratings and common themes from real user reviews on sites like G2 and Capterra.
How to Choose Customer Experience Software
It is easy to get lost in complex feature lists. To stay focused during your selection process, here is a checklist of factors to consider:
- Scalability: Ensure the software can grow with your business. Look for solutions with flexible plans that can handle increased user volume without performance degradation.
- Integrations: Verify that the tool integrates seamlessly with your existing systems like your CRM, help desk, and marketing platforms to ensure a unified data flow.
- Customizability: Can you tailor the software to your specific workflows with custom fields, reports, and automation rules?
- Ease of Use: A user-friendly interface reduces the learning curve and boosts team adoption. Don’t underestimate the cost of a tool your team won’t use.
- Budget: Look at the total cost of ownership, including implementation fees, training, and potential add-ons, not just the monthly subscription price.
- Security: Confirm that the software has robust security features, including data encryption and compliance with regulations like GDPR, to protect customer data.
Trends in Customer Experience Software
Based on my research, here are some of the emerging trends shaping the CX software landscape:
- Hyper-Personalization at Scale: AI is moving beyond basic insights to enable proactive, one-to-one personalization for thousands of customers simultaneously.
- The Rise of Proactive Support: Instead of waiting for customers to report issues, top CX platforms are using data to predict problems and reach out with solutions first.
- Unified Communications: The line between call centers, help desks, and CRMs is blurring. Customers expect a single, unified experience, and vendors are building platforms to deliver it.
- Generative AI for Agents: AI is now being used as a co-pilot for support agents, providing real-time response suggestions, summarizing complex issues, and automating after-call work.
- Data Privacy as a Feature: With growing data security concerns, vendors are emphasizing robust compliance and privacy controls as a key selling point.
Main Benefits of Customer Experience Systems
Implementing a CX platform provides several key advantages for your team and your business:
- Improved Customer Loyalty: By understanding and responding to customer needs, you can build stronger relationships and reduce churn.
- Enhanced Operational Efficiency: Automation and self-service options reduce the manual workload on your support team, allowing them to focus on high-value interactions.
- Data-Driven Decision-Making: Use real-time analytics to understand customer behavior and make informed decisions about your products, services, and support strategies.
- Increased Revenue: Happy customers are more likely to make repeat purchases, upgrade their plans, and recommend your brand to others.
- Contrarian Tip: It Reveals Uncomfortable Truths. A great CX platform won’t just tell you what you’re doing well. It will expose your biggest flaws—a confusing checkout process, a broken feature, a gap in your support hours. This feedback is painful but essential for real growth.
Customer Experience Software Integrations
To deliver a world-class experience, your tools must work together. Key integrations to look for include:
- CRM (Customer Relationship Management): To sync customer data and interaction history for full context.
- Help Desk Software: To manage support tickets and inquiries efficiently.
- Live Chat & Chatbots: To provide real-time support and automated responses.
- Email Marketing Platforms: To personalize customer communication.
- Social Media Management Tools: To monitor and respond to feedback on social channels.
- Survey & Feedback Tools: To collect customer opinions systematically.
- E-commerce Platforms: To sync customer orders and support history.
- Analytics & Reporting Tools: To track customer behavior and service performance.
- Phone & VoIP Systems: To integrate call centers and log customer calls.
Must-Have Customer Experience Platform Features
When choosing a CX platform, it’s important to consider your individual business needs. Some brands might prioritize AI workflows, for example, while others care more about available integrations with specific tools already in their tech stack.
That said, many businesses benefit from choosing customer experience software with these features:
- Omnichannel support across multiple channels, including voice, video, SMS messaging, live chat, and potentially even social media channels
- Integrations with popular customer relationship management (CRM) software for a unified customer view and complete customer profiles
- Integrations with help desk or knowledge base software for self-service options
- Advanced Analytics and Reporting, ideally including analytics based on customer feedback and call data
- Call center solutions
- Advanced call options, including Interactive Voice Response (IVR) and Smart Call Routing
- Intuitive Dashboard with Real-Time Data
- High uptime reliability and call quality
- Ease of use, with a quick time-to-value even for non-technical users who may be overwhelmed with an existing tech stack
- AI-powered tools like chatbots or workflow automation
Questions to Consider When Selecting Customer Experience Management Software
Before you start looking at different software options, ask yourself the following questions:
- What does your existing tech stack look like, and which tools do you already use that impact your customer experience or CX software?
- Which channels are part of your customer journey?
- What are your goals for the CX software, and what do you want it to help you accomplish?
- Are there specific features you need from a CX tool, such as collecting customer data or supporting personalized experiences for individual customers?
- How much can you afford to spend on a new CX solution?
Answering these questions can help you better understand what you need and what to look for in a solution.
Boost CX With the Best Customer Experience Software
CX tools can be a powerful asset for businesses looking to improve essential customer support metrics, including customer satisfaction score (CSAT) and net promoter score (NPS). Whether you’re a call center monitoring for improved success or a small business trying to create a competitive advantage through stronger customer experiences, CX software can benefit you.
There are plenty of different tools on the market, so it’s important to choose the platform that’s best for you. Zendesk, for example, is best for businesses looking for scalable ticketing-based support solutions; while Nextiva is a powerful omni-channel communication platform well-suited for large enterprises.
While each tool has its own pros and cons, CloudTalk is the most well-rounded solution. You can create an incredible all-around customer experience without the need for external IT support or coding—and get started for free.
Customer Experience Management: FAQ
What is the difference between customer experience management and customer service?
Customer experience management (CXM) is the proactive strategy of designing and improving the entire customer journey across all touchpoints. Customer service is a reactive component of CXM, focused on providing support when a customer has a specific problem or question. CXM aims to create a great experience from the start, while customer service fixes problems as they arise.
What are some good customer experience software KPIs?
Key KPIs include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). However, a contrarian view is to prioritize operational metrics that drive these scores, such as First Contact Resolution (FCR), Ticket Resolution Time, and Churn Rate. Focusing only on survey scores without fixing the underlying operational issues is a common mistake.
How can customer experience software help reduce customer churn?
CX tools reduce churn by identifying at-risk customers early. They analyze feedback, monitor product usage, and track support interactions to create customer health scores. When a score drops, automated workflows can trigger proactive outreach from your support or success teams, allowing you to intervene with solutions before the customer decides to leave.
How do customer experience tools support omnichannel engagement?
Modern CX platforms unify interactions from email, phone, chat, social media, and other channels into a single, chronological thread. This gives agents a complete history of the customer’s journey, regardless of which channel they used last. This prevents customers from having to repeat themselves and ensures a consistent, seamless experience.
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