Customer experience management refers to collecting, organizing, and tracking customer feedback (both negative and positive). It is necessary to ensure your customer gets a smooth and flawless experience while using your service. Customer experience management software does this job. Different approaches are adopted depending on the type of customer.
The software that provides tools to handle such strategies is CEM software. By leveraging the data extracted from other software (such as ERP and CRM), CEMS helps paint an overall picture of customers' purchasing patterns, preferences, feedback, etc.
- Zoho CRM Plus
- Ask Nicely NPS Software
- Genesys Pure Cloud
Why should you use Customer Experience Management Tools?
Before researching top customer experience management platforms, you should know about the use cases of CEM tools and when to use them.
Assigning Teams or Divisions Focusing on Customer Retention
Allocating resources to perform any task is both time and effort-consuming. So deriving conclusions from customers’ previous experiences helps in achieving the objective of customer retention. CEMS can fulfil this requirement and assist in forming the right team.
It’s possible to expand influence on social media platforms using management software.
Word of Mouth Publicity
Seen as one of the oldest publicity mechanisms, satisfied customers can create a ripple effect by encouraging others to use your business’s product or service. One happy user refers you to the other, and the chain continues. CRMS can help you get that satisfied customer.
If you are starting a new business here are some tips for How to Make Customers Loyal?
Popular Customer Experience Management Tools
A tool that caters to all types of business sizes is Khoros (previously Lithium). It is a solution meant to manage customer interaction via social media while broadening one’s online presence at the same time. A prominent feature of the software is the option to create virtual communities. Apart from this, there are several response/listening solutions, and the users can easily promote their products and services with the help of brand influencers.
|Pricing||Starts from $249|
The platform, now also available as enterprise-grade software, permits the generation of reports and views from customer data. Some of the parameters used by the software are account management information, product usage statistics, and business context. All of this helps in sending targeted messages to the customers. A notification system named ‘Intercom’ allows the user to get the client status through real-time data. The creation of custom segments can assist in coming up with marketing campaigns and monitoring their performance at the same time.
|Pricing||Starts from $249|
A point-and-click editor makes the software popular in the CEM segment. Any user not familiar with the process of ‘onboarding’ can formulate product introductions and welcome messages with minimal effort. The software provides the ability to make ‘product tours’ that bridge the interaction between businesses and prospective buyers using language and name as parameters. The software user has complete control over the product tour. If onboarding is not your cup of tea, use Appcues to break this notion!
|Pricing||Starts from $19|
A content marketing platform developed as a plug-and-play social review app, Yotpo is meant for customer retention and generating new market segments with ease. The capability of keeping track of each customer who inquires about a good or service or accesses the database is of great use. It aids in usage pattern generation to develop marketing campaigns. Software users can also produce product reviews that assist in sales generation. The application of USP is the capability of capturing user-generated content on Instagram, which helps in user conversion.
|Pricing||Versatile pricing plans|
A customer engagement platform that makes navigating across websites and new software simple, WalkMe is a cloud-based solution rich with features. It includes notification bars and pop-up balloons. First-time visitors to your website can know which actions to prioritize while navigating through this CEM solution. The ‘Shoutouts’ feature of WalkMe notifies visitors about important messages, which helps to promote services and changes.
Zoho CRM Plus
|Pricing||Starts from $57|
It is one of the best customer experience management software and allows you to teach people on the phone, via live chat, email, social media, and even in person. Also, there is visitor tracking and email - analytics, which you can use to see what your customer is watching. It can help you to close the deal with them.
Ask Nicely NPS Software
It gives you real-time customer feedback based on their experience and purchase. It automatically mails a set of a questionnaire consisting of two questions that the customers can answer quickly. It will help you to understand customer feedback, unsatisfied customers and their problems, online reviews, etc.
|Pricing||Starts from $30|
Consisting of more than 150,000 qualified testers in 40 speaking languages, it is an easy app to test the usability of the websites and apps.
The app gives a great feature which is videos of actual customers expressing their thoughts about your company, from which you can access a lot of feedback.
|Pricing||Starts from $61|
Used by 10 million businesses worldwide, it is one of the best apps for free customer experience and customer relationship management platforms.
It is another customer experience management platform that provides unlimited leads, deals, contacts, companies, quotes, invoices, and appointment scheduling. It also comes with email marketing and telephony. It is available in 18 different languages.
|Pricing||Starts from $19|
Used by small dorm rooms to established companies, Zendesk has a name. It builds a help desk, call centre, and live chat software for better customer relationships. It has customers in 160 countries and territories.
Genesys Pure Cloud
|Pricing||Starts from $75|
Progressive IT and contact base operations that prefer rapid delivery use Genesys Pure Cloud. It is an in-one cloud contact centre solution. It provides 24/7 online support. It helps to manage and understand a smooth customer journey through all communication, voice, chat, email and text messages, and more.
The boom in CEM or CMX means more options to choose from. Even though the company's motto is still "connecting people, process, and technology," the variety of customer management tools suggests that there is something for every business needs!
Statista predicts customer relationship management software will generate $69.13 billion in revenue in 2022. By 2027, the market volume will reach $120.30 billion, representing an annual growth rate of 11.72% (CAGR 2022-2027).
The suitable CEM software for your business will improve your and your customers' relationship. It ensures your customer gets a smooth and flawless experience while using your service. Customer satisfaction and retention are crucial for business growth.
What is Customer Experience Management?
Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.
What is the difference between CRM and CEM?
While CEM is about creating the best customer experience, CRM is about managing relationships while focusing on maximizing revenues. CRM is a tool geared to manage and analyze customer information, while CEM is a tool geared to enable and enhance customer interactions.
Why is CEM important?
CEM is important because it blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer-centricity.
Which is the best customer experience management software?
Zoho CRM, Zendesk, WalkMe, Yotpo, and Totango are some of the best customer experience management software.