Business

8 Best Platforms for Customer Experience to Grow Your Business

8 Best Platforms for Customer Experience to Grow Your Business
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The 8 Best Platforms for Customer Experience to Expand Your Business

Customer experience will rule business in the future. Companies will have to work harder than ever in 2023 to stand out from the competition by exceeding customers’ expectations. According to a recent survey, 60% of customers who did more business with a company gave good customer service as the reason for their decision. Despite the fact that this is lower than the statistics from 2017, which showed a preference for businesses with exceptional customer service of 68%, it still demonstrates that more than half of customers across all industries favor these businesses.

Customer Experience (CX) Management: What is it?


Designing ways for customers to provide feedback and for the brand to act on it entails customer experience management. When a problem with the product or service you are providing needs to be fixed, the procedure aids in achieving customer satisfaction. Brands can learn from customer experience management what kinds of changes can be made to the product or service.

As significant brand differentiators, customer experience has eclipsed price and product. Even if the significance cannot be discounted, trying to address multiple issues at once will exhaust any workforce. To fill in the gaps, brands require automated customer experience software.

To effectively service your consumers, you may organize, automate, and collect data insights using a solid customer experience platform. Customer experience solutions make it easier to resolve problems quickly and use the data gathered to please current customers. Managers can refocus the brand’s goals by investing in a customer experience tool after realizing the value of customer service.

Platforms for Customer Experience: What to Look for


With so many possibilities, choosing the best customer experience tool can be challenging. Here are some important characteristics and factors to guide your decision.

Platforms for Customer Experience: What to Look for

Multiple Contact Methods for Surveys


The brand must offer numerous ways for customers to reach them when it comes to customer support, such through phone, email, SMS, in-browser integration, and social networking platforms like Messenger. Some tools include surveys in the emails sent to employees.

You may increase client response and make the service more accessible by making it available through a variety of channels. Additionally, customer experience technologies must go beyond simply gathering comments. There should come a time when taking action and starting a new round of feedback is necessary. Closing the feedback loop demonstrates your brand’s dependability and responsiveness to in-the-moment customer feedback.

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Adaptable Templates


Customer experience must be visually and aurally consistent with your current brand assets. Look for software that enables changeable names and titles, multilingual surveys (if necessary), and personal remarks. By paying more for flexibility, you can be certain that your customer service will complement the entire identity.

Mapping the Customer Journey


Brands may better understand their customer journeys by using customer experience management. The procedure enables an in-depth examination of specific touchpoints so that the optimum tactics may be implemented. When introducing a new feature, mapping data will be essential as well because feedback from smooth dialogues teaches the business what matters most to its customers.

Analysis and Segmentation of Feedback


Customer experience systems can offer marketers a comprehensive and segmented set of data. These segregated data support brand evolution and help identify areas for customer experience improvement. Are there particular places where people claim to have had a better experience, for instance? Do certain products receive bad feedback while others continue to win over customers? Customer experience management offers solutions for a brand’s ongoing improvement.

Integrations and APIs


If CX management software does not function properly with the organization’s current applications, it is of little utility. For instance, the customer experience survey should be able to be combined with options in your help-desk software. Even with additional technologies, analysis reports should be compiled in a single document to avoid any difficulties with data aggregation and interpretation.

Top Platforms for Customer Experience in 2022


For more effective and scalable customer experience management in 2022, here is our list of the top customer experience platforms:

Top Customer Experience Platforms for Business Growth:

SurveySparrow

SurveySparrow

Brands may chart customer journeys, respond to consumer inquiries using the built-in support ticketing system, and eventually seal the feedback loop with SurveySparrow.

The software deploys NPS surveys right away to collect client feedback and features a conversational interface design that reduces friction. Because of the setup’s extremely user-friendly interface, even non-technical workers may easily create surveys.

The questionnaires can be automated and customized as necessary. Additionally, businesses may build chatbots with little to no coding knowledge and offer interesting surveys, as well as client feedback via SMS, email, WhatsApp, and other methods that are handy for customers. Any device can be used to see the surveys, increasing customer accessibility.

The best thing about SurveySparrow is how the customer experience surveys don’t feel overly burdensome for users who might be turned off by too many questionnaires. The platform has a trial edition available, and the entry-level package costs $19 per month.

Salesforce

Salesforce

For both small and large enterprises, Salesforce is one of the greatest platforms for customer experience. The tool has an entirely integrated CRM platform that can combine your IT, marketing, and sales on one platform.

Salesforce has a scalable and flexible design that seamlessly interacts with your current website and channels in terms of the customer experience. According to statistics, Salesforce users experience a 34% boost in revenue and a 42% improvement in prediction accuracy. Their best tool for providing accurate and customized customer experience surveys and feedbacking models to target key end-points of your brand is the customer 360 system.

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Salesforce provides strong analytic capabilities as well. Brands may get helpful information on customer experience management in addition to the survey setup and integration being straightforward. Pulling reports and generating analytics is a little more challenging than on other platforms; nonetheless, the custom fields can be difficult for novice users.

Salesforce offers a free trial and three premium plans with monthly costs of $25 for a basic, $75 for a professional, and $150 for enterprise-level accounts.

Freshdesk

Freshdesk

Another well-known and dependable software for improving the customer experience is Freshdesk, which provides tools for effective CX management. Small businesses and large corporations may provide excellent customer care with the help of cloud-based applications.

A self-service feature in Freshdesk can be integrated with your tools and enable features like an AI-powered chatbot. The application transforms inquiries that arrive via several channels, providing you with a uniform ticket resolution.

With the platform’s automation features, you can speed up time-consuming operations like assigning, connecting, and sorting tickets. Additionally, you can build customized customer portals, mobile field service, time monitoring, and other features.

One of the most cost-effective products on the market is Freshdesk. The first 10 agents using the service are free. While the Pro costs $49 per agent, the entry-level Growth plan costs $15 monthly per agent.

LiveAgent

LiveAgent

One of our top choices is Live Agent because it offers everything from powerful communication capabilities to statistics. This customer experience platform optimizes client interactions, streamlines communications, and provides functional surveys that are specifically tailored to each customer.

Strong ticketing software from Live Agent integrates all tickets filed via various methods. It has a built-in call center, customer portals, a native live chat function, and more. You can use a single dashboard because it links with apps, emails, knowledge bases, and social media sites.

The platform’s ability to provide self-service through customizable consumer portals is fantastic. Long waiting times are eliminated by these AI-powered features, which also offer useful information to improve the brand’s customer experience. Strong integration options are also available, which are ideal for use with your existing web and business apps.

Medallia

An AI-powered experience management software called Medallia helps organizations collect important consumer feedback data and turn it into useful information. A cloud-based customer experience platform with AI is how Medallia operates. It makes it simple to collect and understand tickets. From all unstructured data, the platform aids in the discovery of themes and satisfaction drivers.

In order to help your brand implement all actionable suggestions, Medallia organizes recommendations using the Suggested Actions function and deep learning. In order to maintain a high customer satisfaction percentage, it also uses the Risk Scoring approach, which detects at-risk consumers.

Medallia offers the capacity to optimize real-time feedback and integrate well with your present applications, despite the fact that beginners may experience a slight learning curve with the navigation. Depending on the features your business prefers, Medallia offers a free trial and a premium rate.

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Qualtrics

One of the most reliable customer experience tools available is Qualtrics. Their software is used by millions of users, including Nike, Netflix, and Tesla. The product strikes a solid balance between customer retention features and analytics. The simple-to-use dashboard, which can be adjusted based on your feedback channels, is one standout feature. Brands may develop thorough client profiles using survey data. The NPS, meanwhile, streamlines the whole customer experience management process.

To assess and address every issue at once, Qualtrics has a real-time dashboard updating system with automatic notifications and closed-loop ticketing. A closed-loop follow-up is conducted by the platform for client feedback. This facilitates smooth customer communication while avoiding delays and mistakes for brands.

Data on market research, customer feedback, staff engagement, and other topics are collected by this customer experience platform. Most significantly, it works seamlessly with Salesforce and other CX tools. When it comes to CX tools, Qualtrics is on the more expensive side, costing $1,500 a year for each user. But before committing to the premium plan, brands may try it out with a free trial plan.

Zendesk

Zendesk, one of the top customer experience solutions for many years, improves customer engagement and service for Fortune 500 organizations as well as startups. The technology enables brands to alter the call center, live chatbot, and help desk software in accordance with preferences.

The business’s open CRM platform, called Zendesk Sunshine, enables customer segmentation, feedback administration, survey administration and analysis, predictive analytics, and multi-channel data gathering. The dashboard is incredibly user-friendly and straightforward to use.

The company’s ticketing system, knowledge library, community forums, and other tools are enhanced by this platform for improving the customer experience. For your translation needs, it is also accessible in 40 different languages. This one platform handles the support desk, security, and customer analytics for the company. The price of Zendesk’s Suite Professional, which has many users, starts at $49 per month and is invoiced annually.

Freshworks

Many enterprises and enterprise-level organizations now trust Freshworks, a relatively new piece of software. An integrated phone and email feedback channel, automation options, and graphic sales data are all included in this all-in-one application.

This platform for customer experience provides Freshworks 360, a practical software collection that enables interaction throughout the customer journey. It offers sales professionals a comprehensive, real-time picture of leads, allowing them to better understand leads at every point of the pipeline. You may use Freshworks’ drag-and-drop user interface, precise reports, and excellent outbound templates to manage your email marketing campaigns without having to buy additional software.

Conversion optimization with heatmap and session replay, funnel analysis, and A/B testing are additional enhanced features.

The platform offers two monthly fees of $19 and $29 for its various cloud-based features.