10 Best Customer Experience Management Software (Free+Paid) for 2024

Welcome to my blog, where we’ll explore the game-changing innovations in customer experience management software.

From data-driven insights to personalized interactions, CX management software solutions empower businesses to elevate customer satisfaction, build brand loyalty, and drive sustainable growth.

But how will you find the perfect tool in this sea of software all claiming to be the best? Well, here’s my collection of the 10 finest customer experience management software I have come across while in this field.

List of Top Customer Experience Management Software

Discover the game-changing tools that empower businesses to deliver seamless, data-driven, and personalized customer experiences!

1. ProProfs Survey Maker – Best for comprehensive customer feedback

Source: ProProfs Survey Maker

Speaking from my experience with this tool, ProProfs Survey Maker has rightfully earned the top place in my list of CX strategy tools.

Excelling in all the aspects of a good feedback tool, it allows businesses to design surveys tailored to specific needs, including market research, customer satisfaction, and visitor engagement.

The survey builder offers a wide range of question types, including readymade templates for over 100+ scenarios, NPS surveys, CSAT surveys, customizable themes, branding options, survey logic, extensive customization, and so much more, ensuring a seamless and visually appealing survey experience for respondents.

Going beyond, ProProfs Survey Maker provides insightful reports and analytics as well. It offers intelligent analytics and presentation-ready reports, empowering businesses to gain a deep understanding of their customers.

Additionally, the software seamlessly integrates with CRM and marketing automation tools, allowing for improved follow-up and personalized communications based on survey responses.

What you’ll like:

• A comprehensive library of ready-to-use questions for different types of surveys
• 100+ professionally designed templates and a drag-and-drop feature to create or edit surveys in minutes
• Customization options to add your logo, colors, images, videos, and graphics to your surveys
• Scored questionnaires to assign points, rates, grades, or values to the feedback or answers
• Advanced reports and intelligent analytics to see who took your survey, how they answered, and more
• Integration with CRM and marketing automation software to follow up with your respondents easily

What you may not like:

• The interface looks a bit dated and may not appeal to some users
• Very few features are available in the basic version, and integrations can be costly

Pricing:

Forever free plan for up to 50 responses. Paid plan starts at $19.99/100 responses/month.

Watch: How to Create a Survey Using ProProfs Survey Maker

2. Adobe Experience Manager – Best for multichannel content management

Source: Adobe Experience Manager

I’d say Adobe Experience Manager is a game-changer in customer experience management.

The tool can effectively manage and optimize multichannel content, ensuring consistent messaging and branding across web, mobile, and apps.

You also get automation and tools to source, adapt, and rapidly deliver assets to target audiences, significantly reducing the time spent searching and adjusting content.

From digital enrollment and forms to the integrated learning management system (LMS) that enables employee skill development, this software covers all the essential aspects of customer experience management.

As a plus, its cloud-native component content management system (CCMS) allows for efficient documentation management and faster publishing.

What you’ll like:

• Robust multichannel content management for seamless customer experiences
• Efficient asset management to improve content delivery across various channels
• Integrated learning management system (LMS) for employee skill development
• Digital enrollment and forms to enhance the customer onboarding process
• Cloud-native component content management system (CCMS) for streamlined documentation management
• Advanced analytics and reporting for data-driven insights into customer interactions

What you may not like:

• The application takes a long time to load and changes are not immediately updated
• Too many components hinder its manageability and ease of use

Pricing:

Custom quote

3. HubSpot Service Hub – Best for customer service & support

Source: Hubspot Service Hub

HubSpot Service Hub’s comprehensive features and user-friendly interface make it an exceptional choice indeed.

You can use it to deepen customer relationships, optimize team efficiency, and unlock growth opportunities through integrated, data-driven customer service management.

With its shared inbox, conversational tools, and help desk automation, it enables seamless communication and efficient ticket management. You can easily address customer inquiries across multiple channels, including live chat and social media, all within one unified platform.

But what sets this software apart is its holistic approach to customer experience management.

Its knowledge base functionality empowers customers to help themselves, reducing support requests, while the integrated CRM ensures all customer interactions are tracked and provides valuable insights for personalized service.

What you’ll like:

• Conversational tools and shared inbox for streamlined customer communication
• Help desk automation to enhance ticket management and response efficiency
• Knowledge base functionality for self-service customer support and reduced support requests
• Customer feedback and custom surveys for gathering valuable insights
• Integrated CRM for tracking and managing customer interactions seamlessly
• Data-driven reporting and analytics for personalized and efficient customer service management

What you may not like:

• Reporting capabilities could be more robust or customizable to fit specific needs
• Lack of customizability in areas such as outbound emails, email scheduling, etc.

Pricing:

Starts at $50 per 2 seats/month

Watch: How to Ensure Your Customers a Delightful Support Experience

4. Medallia – Best for AI-powered experience management

Source: Medallia

I believe Medallia is a great tool for managing customer experience. It offers easy-to-use software to connect teams, record interactions, and improve productivity.

By leveraging advanced artificial intelligence algorithms, Medallia helps businesses analyze and interpret customer data at scale. This allows companies to uncover valuable insights, identify trends, and make data-driven decisions to enhance the overall customer experience.

In addition to its AI capabilities, Medallia also offers comprehensive listening tools, actionable analytics, and integrations with other important systems, along with real-time feedback and sentiment analysis.

With Medallia, companies can elevate their customer experience strategy and build long-lasting customer relationships.

What you’ll like:

• Complete and modern listening for a holistic understanding of customer experiences
• Action-oriented analytics to uncover insights and prioritize impactful actions
• AI and machine-learning engines to analyze structured and unstructured data for valuable insights
• Real-time insights and notifications to influence experiences as they happen
• Seamless integrations with common systems and APIs to harness all customer data
• Mobile accessibility for on-the-go access to customer experience management tools

What you may not like:

• Text analysis could be improved upon as the tool doesn’t always accurately analyze small-volume comments
• Has a steep learning curve, especially for users who aren’t technically proficient

Pricing:

Custom quote

5. Qualaroo – Best for real-time user feedback

Source: Qualaroo

Qualaroo is a well-established and reliable survey tool that I have had the opportunity to work with for a long time, and it can easily be listed as one of my favorites.

This customer experience management software is incredibly effective at capturing feedback from visitors in real time and within the context of their actions.

Qualaroo’s proprietary widget, NudgeTM, has been developed specifically to discover customer insights without being intrusive. You can ask the right questions at the right time, understand why customers do what they do, and use the data to grow your business.

The tool can measure customer satisfaction and loyalty using metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Using Qualaroo helped me improve my website and app experience, boost conversion rates, gather feedback on my products, reduce customer churn, and so much more.

What you’ll like:

• Advanced targeting capabilities to show the right surveys to the right people at the right time
• Versatile survey deployment options, including websites, products, prototypes, and mobile apps
• Accurate sentiment analysis for a better understanding of open-text feedback comments
• Seamless integrations with popular workspace tools like Salesforce, Hootsuite, and Slack for efficient data management
• Exit surveys that uncover insights into potential buyer behavior and boost conversion rates
• Conditional logic to create personalized survey paths

What you may not like:

• The survey templates could have been put into distinct categories for ease of use
• There should be options to export data in different formats

Pricing:

Free plan available. Paid plan starts at $19.99/100 responses/month

Watch: How to Collect Customer Feedback

6. Oracle Service – Best for customer engagement

Source: Oracle Service

Oracle Service is a powerful customer experience management software that enables personalized customer engagement.

Its unified platform delivers seamless self-service, agent-assisted service, and field service workflows tailored to specific industries.

With comprehensive analytics and integration with other Oracle products, businesses can gain deep insights into customer behavior and preferences.

The tool empowers businesses to deliver efficient service outcomes at scale, resulting in improved satisfaction and loyalty.

What you’ll like:

• Unified platform for efficient service workflows
• Personalized customer engagement through various channels
• Robust analytics and reporting for deep customer insights
• Seamless integration with other Oracle products
• Tailored workflows for specific industries and use cases
• Scalable and efficient service delivery for improved customer satisfaction

What you may not like:

• Difficulty using the search features in SuiteAnswers
• The UI could be easier to navigate

Pricing:

Custom quote

7. Qualtrics – Best for advanced reporting & analytics

Source: Qualtrics

Qualtrics is an exceptional customer feedback survey software that effortlessly creates and distributes surveys to gather feedback, allowing users to understand customer needs and preferences more effectively.

Qualtrics excels in providing comprehensive and in-depth customer experience management data enabling you to collect feedback at various touchpoints throughout the customer journey.

This makes it easier to identify areas for improvement and enhance overall customer satisfaction.

Its advanced reporting and analytics tools provide insights that further provide a deeper understanding of customer sentiment and trends.

What you’ll like:

• Easy-to-use interface with drag-and-drop functionality and pre-configured surveys
• 360-degree solution for customer professionals that covers feedback collection, analysis, action planning, and reporting
• Text analysis tools that use artificial intelligence and natural language processing to extract insights from open-ended responses
• Contact management system to automatically segment, target, and follow up with your respondents
• Seamless integrations with popular platforms such as Salesforce, Marketo, Slack, Tableau, and more

What you may not like:

• Reports can take a while to load if you’re trying to analyze large data sets.
• Pricing is only suitable for large enterprises.

Pricing:

Starts from $1,500/year

8. Salesforce Service Cloud – Best for personalized support

Source: Salesforce Service Cloud

Salesforce Service Cloud is an exceptional customer experience management software that revolutionizes how businesses engage with their customers.

It offers a unified platform with personalized AI-powered service, ensuring exceptional support across multiple channels. Its intelligent case management and field service capabilities enable agents to provide accurate and faster resolutions.

Salesforce Service Cloud stands out with its knowledge management system, empowering both agents and customers to find answers quickly.

Moreover, its collaborative service features, like swarming with Slack, enable instant collaboration and efficient case resolution.

With its comprehensive suite of customer-centric solutions, Salesforce Service Cloud sets the bar high for customer experience management.

What you’ll like:

• Unified customer service agent console to deliver personalized AI-powered service across any channel
• Automated case distribution that provides agents with relevant data for accurate and faster resolutions
• Option to resolve issues remotely so as to boost first-time fix rates and deliver exceptional service
• Omni-channel routing that intelligently routes work items to the right agents for efficient resolution
• AI-generated replies on various channels to increase customer satisfaction
• Built-in knowledge base to empower agents and customers to find answers with relevant knowledge articles on their own

What you may not like:

• The app is not easy to use and can be difficult to set up without help
• Occasional bugs and glitches while using certain features

Pricing:

Starts at $25/month

9. Zendesk – Best for holistic customer support

Source: Zendesk

As a customer experience management software, Zendesk truly stands out in enabling businesses to deliver outstanding customer support and create memorable experiences.

One of Zendesk’s key strengths lies in its ability to provide holistic customer support and experience management. It offers a comprehensive suite of tools, including ticketing, live chat, knowledge base, and reporting analytics, that empower businesses to handle customer queries and issues promptly and efficiently.

Zendesk goes beyond traditional support channels by incorporating AI and automation capabilities.

These features allow businesses to anticipate customer needs, personalize interactions, and make data-driven decisions.

With Zendesk, businesses can streamline workflows, enhance agent productivity, and ultimately elevate the overall customer experience.

What you’ll like:

• Efficient management of customer inquiries, issues, and support tickets in one centralized system
• Live Chat to engage in real-time conversations with customers and provide immediate assistance
• Extensive Knowledge Base that creates a self-service portal with articles and FAQs to empower customers to find answers
• Powerful reporting and analytics capabilities to gain insights into support performance and customer satisfaction
• Uses artificial intelligence and automation to streamline workflows and improve response efficiency

What you may not like:

• It’s not easy to grasp immediately
• Data is occasionally erased or lost for no apparent reason

Pricing:

Starts at $55/month

10. Hiver – Best for multi-channel support

Source: Hiver

I believe that Hiver is an excellent customer experience management software because it seamlessly integrates with Gmail, making it easy to manage customer interactions and provide exceptional service within the email platform.

It offers a unified inbox experience, allowing me to handle multi-channel support effortlessly, including email, live chat, knowledge base, and voice communication.

With Hiver, I can streamline communication channels, collaborate effectively with my team, and ensure a consistent and personalized customer experience.

With Hiver, I can automate repetitive tasks, collaborate with team members directly within Gmail, track and analyze key metrics to improve team performance and integrate with popular tools like Slack and Salesforce. All of this helps streamline my customer support processes, enhances team efficiency, and delivers a personalized and timely experience to my customers.

What you’ll like:

• Email management to efficiently manage and organize your emails at scale, improving productivity
• Option to collaborate with team members directly from Gmail without switching between different platforms or applications
• Real-time insights and analytics, giving a deeper understanding of email performance, customer interactions, and team productivity
• Option to automate repetitive tasks, such as assigning emails or sending follow-up reminders
• Ability to be present and manage customer communication across multiple channels, including email, chat, and social media
• Seamlessly integration with various CRM software, project management platforms, and helpdesk systems to consolidate workflow

What you may not like:

• The tools lags at times and may feel too slow
• Glitch in integrations can cause emails to not go through

Pricing:

Starts at $10/user/month

What Is the Best Customer Experience Software for You?

Choosing the right tool from the list below may be difficult for you. That’s why I’ve narrowed down the options to just three.

Option 1 – ProProfs Survey Maker:

ProProfs Survey Maker is a robust tool that allows businesses to gather valuable feedback from customers and gain insights into their preferences and needs. With its powerful survey creation, distribution, and reporting capabilities, businesses can easily create and deploy surveys to improve their customer experience management strategies and make data-driven decisions.

Option 2 – Qualtrics:

Qualtrics is one of the leading customer experience management software solutions on the market, providing businesses with extensive features for gathering, analyzing, and acting on customer feedback. Its comprehensive suite of tools, including intelligent survey builders, predictive analytics, and real-time dashboards, allows businesses to understand customer needs in-depth and deliver personalized experiences that drive loyalty, retention, and growth.

Option 3 – Qualaroo:

Qualaroo is a customer feedback and survey software solution that enables businesses to gather feedback and insights from their customers in real-time. With its easy-to-use interface and customizable survey templates, businesses can maximize response rates and gain a deeper understanding of their customers’ needs and expectations. Qualaroo also provides targeted surveys based on user behavior, allowing businesses to collect contextual feedback and enhance their customer experience management strategies.

Evaluation Criteria 

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth.
6. Personal Experience / Experts’ Opinions: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts.

Choose the Best Customer Experience Management Software

Picking the right customer experience management software is key to delighting customers and creating long-lasting relationships.

The 10 software solutions discussed in this blog offer a range of features and capabilities to cater to diverse business needs, but the best one would, of course, depend on your unique requirements, technical proficiency, and budget.

I am confident you will find your right fit here and elevate your customer experience to new heights!

Frequently Asked Questions

What is customer experience management?

Customer Experience Management (CX) refers to the practice of designing, delivering, and enhancing the overall experience customers have with a brand throughout their entire journey. It involves understanding and meeting customer expectations to drive satisfaction, loyalty, and advocacy.

Are there other types of customer experience software?

Yes, there are other types of customer experience software, such as customer feedback management tools, voice of the customer (VOC) software, customer journey mapping software, and customer service management platforms. These tools focus on specific aspects of managing and improving the customer experience.

Is there any open-source customer experience management software?

Yes, there are open-source customer experience management software options available. Some examples include SuiteCRM, OroCRM, and EspoCRM. These open-source solutions provide flexibility for customization and are often free to use but may require technical expertise for setup and maintenance.

How much does CX software cost?

The cost of CX software varies depending on factors such as the provider, the size of the business, and the specific features and capabilities required. Some CX software solutions offer tiered pricing plans based on usage or offer customized pricing based on individual business needs.

Is CRM the same as CX?

No, CRM (Customer Relationship Management) and CX (Customer Experience) are not the same, although they are closely related. CRM focuses primarily on managing customer data, interactions, and sales processes. CX, on the other hand, encompasses the entire customer journey and goes beyond just managing data to create positive customer experiences at every touchpoint.