A great customer experience is as important as the quality of your product. When clients feel satisfied as they engage with your brand, they're more likely to buy from and stay loyal to your business.
To ensure each customer interaction shines, you need to know how prospects move through your customer journey so you can optimize every touchpoint. That's where customer experience management software — otherwise known as CEM or CXM software — can help you succeed.
Here are six customer experience management platforms that can help you get to know your clients and lead them through their ideal buyer's journey.
Image credit: Medallia
Medallia is a robust CXM solution that helps you learn more about your customers and analyze their journey. Medallia uses artificial intelligence (AI) to provide big-picture insights — for example, predictions about how shoppers will behave at each stage of the customer journey as well as suggestions for improvement. You can also leverage a wide range of analytics, which show changes in customer satisfaction based on data from any of your touchpoints.
This customer experience management solution also empowers you to zoom in on customer-specific insights. You can see exactly when an individual has engaged with you. Plus, you can collect customer feedback through a variety of channels, like email and text messaging.
However, Medallia doesn't disclose its pricing on its website. You'll have to reach out to the company to receive a personalized quote based on your team's needs.
2. Adobe Experience Manager
Image credit: Adobe
Adobe Experience Manager is a unique customer experience management software that focuses on helping you improve your touchpoints by using content. It offers content management and digital asset management tools that use AI to streamline key workflows like image cropping and content delivery. This way, you can create more personalized experiences for clients on any of your channels.
Adobe Experience Manager can also help you create easy forms — which are optimized for mobile — to make the customer journey as smooth as possible. Once you've collected customer data, this CXM tool supports features like audience segmentation. This separates your potential clients based on shared characteristics, so you can better cater to each person.
Since Adobe Experience Manager is so content-focused, it lacks many key CX platform features like sentiment analysis tools. It's best used by businesses that rely on content-driven brand experiences.
3. NICE Satmetrix
Image credit: NICE Satmetrix
NICE Satmetrix is a CXM tool that helps you capture a customer’s voice. It helps you collect feedback from a wide variety of channels, including social media, chatbots, and email. Plus, you can instantly send surveys when certain events (like the closing of a support ticket) occurs, thanks to its integration with customer relationship management (CRM) tools like Salesforce. Once feedback is collected, it's run through Satmetrix's text analytics feature, which can spot trends on your behalf.
This customer experience management software will also calculate an instant Net Promoter Score (NPS) for your clients. This score will tell you how your clients perceive your brand. It gauges how good your customer experience is as well as how strong your customer loyalty is. If Satmetrix notices any risks of customer churn, it can inform you, so you can focus on improving customer retention.
While Satmetrix is a great feedback management tool, it's best for broad insights about your client base rather than customer-specific insights.
Image credit: Zendesk
Zendesk is more than a help desk platform. It's also a well-known name in the CX space that offers customer service and CXM features all in one space. As your team provides customer support, Zendesk can integrate surveys that help you measure how your team members are performing.
With this customer experience management software, you can also take advantage of a number of Zendesk integrations to improve your CXM functionality. For instance, you can connect with Keatext to gain text and sentiment analysis tools that can scan your call center transcripts, live chat conversations, and support tickets.
Zendesk offers pricing plans that start at $79 per agent per month. But if you want an enterprise-grade solution — which unlocks real-time analytics and customizable workspaces — you'll have to pay nearly double the price ($150 per agent per month) at the minimum.
Image credit: Clarabridge
The Clarabridge customer experience management platform can connect with over 100 different feedback sources (like Google Reviews, Facebook, and Salesforce), so you can get the most comprehensive insights possible. For each feedback channel, this CXM tool offers an intelligent scoring automation that can grade all of your client interactions. The metrics you gain can help you figure out where your greatest CX issues lie.
Clarabridge uniquely uses machine learning to evaluate customer behavior as well as your own team's performance. It can detect over 50 emotions and determine if your team members are being empathetic enough when chatting with clients. The CXM tool also uses machine learning to detect intent, so you can get insight into each client and employee's mindset when they perform outreach.
Clarabridge is a robust platform that can support businesses of practically any size. However, it doesn't disclose its pricing online, so you'll need to reach out for a demo before you get started.
Image credit: Qualtrics
Qualtrics is a powerful CXM software that offers a mobile app to make your customer experience optimization as easy as possible, even when you're on the go. Qualtrics' CustomerXM platform supports predictive analytics, which can show you key trends and patterns, including which of your interactions (like follow-ups or email campaigns) drive customer loyalty the most. This way, you can take strong actions that can truly resolve customer issues in the buyer's journey.
When Qualtrics recommends actions for you to take, it sends tasks to the right teams, directly on the platforms they're using. As long as you have your preferred integrations — like those for Slack, Salesforce, Jira, or Freshdesk — set up, you're all set to maximize your performance. Like other CXM tools, Qualtrics can also connect with dozens of channels to help you analyze feedback in real time.
There can be a learning curve when you're setting up Qualtrics. But once you're all set up, you can get a number of useful CXM features to drive better digital experiences.
Impress Potential Clients With Customer Experience Management Software
Creating the best customer experience possible starts with gaining customer insights and learning how clients interact with your brand. As you start to better understand the journey that buyers take and how they perceive your customer engagement efforts, you can improve the client experience on all your channels. Whether you're using robust tools like Medallia and Clarabridge or opting for specialized tools like Adobe Experience Manager or Zendesk, you can keep a close eye on how your customers think and feel.
If you're struggling to improve your customer experience in the sales or support process, ServiceBell is an easy tool to implement that can greatly improve your client interactions. Instead of relying on text-based or voice-based channels to communicate, you can chat with clients face-to-face, no matter where in the world you are. It gives your interactions a human touch without requiring you to meet in-person — and your clients can choose when they reach out to you. Create your free ServiceBell account to start offering an in-person experience, online.