“There is only one boss, the customer.”
– said Sam Walton, an American businessman.
Mr. Walton summarized the significance of a great customer experience in under ten words. After all, loyal customers do not just recommend your products and services, they insist that others invest in your business, and that’s huge.
The biggest mistake most brands make is paying too much attention to innovating the next big product or service and too little to delivering a solid customer experience. Throughout a customer’s life cycle, they interact with your brand via various touchpoints. Each customer’s perception (conscious or subconscious) of your brand at each touchpoint leads to a good or bad experience.
Your goal is to ensure your customers’ interactions at every touchpoint exceed expectations to increase satisfaction. And that is only possible when you know your customers intimately. How do you gain such deep customer insights? Through robust customer experience management software!
This listicle discusses the six best customer experience management software you can start using today.
This customer experience as a service platform uses AI-powered text and speech analytics to gain customer insights. The platform typically collects data from sources such as social media channels, call center notes, emails, surveys, chats, etc.
The data offered by Clarabridge can be used by brands in several ways, including driving scalability, identifying competitive insights, integrating data from calls and chats, etc.
In a nutshell, here are reasons why Clarabridge is one of the best customer experience management software in 2022:
A part of HubSpot’s complete CRM platform, Service Hub offers insights directly from your CRM through customer feedback and surveys. That way, you have a clear idea of improvements needed in the customer journey to make the experience more satisfactory.
Plus, since it’s your own CRM, it becomes easier to focus on niche markets and their needs and retain existing customers by bringing in improvements. Some key features of the Service Hub include a customer portal, Service Level Agreement (SLA) management tools, inbound calling (beta), and mobile inboxes.
Some of the top benefits that make HubSpot’s Service Hub one of the best customer experience management software of 2022 include:
LiveAgent is a one-in-all help desk solution for businesses to bring in greater personalization in customer interactions. Through a fully functional live chat software and help desk solution, LiveAgent boasts of owning the fastest chat widget in the industry today.
One important thing to remember is that LiveAgent is the best customer experience management software for businesses at the small and mid-sized levels. The ultimate cloud-based Help Desk solution, LiveAgent, has over 195 support features to gather data from all avenues like Facebook, contact forms, surveys, feedback, etc.
Let’s look at some of the top benefits of using LiveAgent for your business’ customer experience management:
Through integrated and automated workflows, Qualtrics XM boasts of being one of the best customer experience management software for listening for feedback. The best thing about this software is getting input from every stakeholder and closing all organization gaps.
Qualtrics converts every interaction to an experience that matters through different XM solutions – Qualtrics Design XM, Customer XM, Brand XM, Employee XM, Product XM, and XM Services. Some top companies that use Qualtrics include Adidas, IBM, Ferrari, Sony, 3M, Ford, and Forbes, among others.
The top benefits of using this CX management software include:
Freshworks started back in 2010 under the name of Freshdesk. The company has a range of business solutions in recruitment tools, CRM software, and Help Desk software. Freshworks’ customer experience management software is set apart from other players in the market because, unlike legacy software, they focus on making their solutions easily accessible to all departments – IT, sales, HR, customer service, marketing, etc.
Through employing next-gen customer experience, Freshworks strives to improve three key experience areas – customer acquisition, nurturing, and retention.
So, what makes Freshworks rank among the best customer experience management software for 2022?
This is perhaps the most highly rated customer service software solution in the market today. Salesforce’s Service Cloud improves customer experience through a quick and complete resolution of customer queries and grievances.
The software enables customer care representatives and customers to connect quickly through email, chat, call, or the website for fast resolutions. So, marketers can have one-on-one customer interactions across channels and devices.
Some of the top reasons that make Salesforce Service Cloud one of the best customer experience software in 2022 include:
If successful marketing and sales depend upon a solid customer experience (which they do!), enhancing customer experience in every stage of the journey is a must. You need deep knowledge of every customer, extract insights from that knowledge, and apply that to improving interactions at every touchpoint.
Not everyone will check off your list of needs from the software mentioned above. However, their unique features make them suitable for different businesses. So, choose your best customer experience management software wisely, and soon enough, greater brand advocacy, higher customer acquisition and retention, and reduced customer churn rates will become your brand’s hallmarks.
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