Best Customer Experience Platforms to Watch This Year

Are you looking for the best customer experience platform for effectively managing user engagement and boosting customer satisfaction ?🤔

You have come to the right page.😊 

If your business aims to maintain a higher customer retention rate,  boost customer satisfaction, and ultimately provide the optimal customer experience, understanding and integrating CX platforms into your business operations is crucial.

In this post, you will learn about Customer Experience software, its benefits, various types, key features, the best CX platform your business can integrate, and many more.

Let’s get started.🚀

What is a Customer Experience Platform (CX Platform)?

A Customer Experience Platform (CX Platform) is a technology or software solution that manages and optimizes every interaction between a business and its customers across various touchpoints and channels.

It provides a consistent, seamless, and personalized experience throughout the customer journey, from the first interaction to post-purchase support. 😊

For example, an interactive voice response (IVR) system is a common element found in a CX platform. It streamlines customer interactions by efficiently routing calls and providing self-service options that will reduce wait times and boost customer satisfaction.

Why is Customer Experience Software important for your business?

Customer Experience Software is key for businesses looking to emphasize customer satisfaction,  retention, and loyalty through outstanding experiences at every interaction point. 

The key importance or benefits of CX software for your business are:😀

• Improve Customer Satisfaction: CX software helps businesses streamline interactions with customers. It helps to create smoother transactions, quicker issue resolution, and personalized experiences. Businesses can boost stronger relationships by addressing customer needs effectively. 

• Better Insights and Analytics: Customer engagement platform aggregates data from various touchpoints. It allows businesses to gain deeper insights into customer behavior, preferences, and trends. With comprehensive analytics, companies can make informed decisions, identify areas for improvement, and customize strategies to meet changing customer demands.

• Boost Customer Retention and Revenue: The CX platform helps to understand and anticipate customer needs. Businesses can implement proactive engagement strategies, personalized offers, and loyalty programs.

• Enhance Agent productivity and efficiency: CX management software enhances agent productivity, improve average handling times, and creates consistent service quality by equipping customer support teams with the necessary tools.

• Remove data silos with a complete customer overview: CX solution integrates data from various sources into a centralized platform. It eliminates silos and provides a holistic view of each customer’s journey.

You may like😍: The Complete Guide to Customer Journey Optimization

What are the types of CX Platforms?

As you aim to improve your customer’s journey, it is important to know the different types of platforms for managing customer experiences. Each type focuses on different aspects of customer interaction, analytics, communication, and more.

1. Customer Relationship Management (CRM) Platforms

Customer Relationship Management (CRM) platforms are software solutions designed to help businesses manage interactions with current and potential customers. These platforms offer features for organizing customer data, tracking sales leads, managing marketing campaigns, and providing customer support.🌟 

Examples of CRM platforms are Salesforce, HubSpot CRM, Zoho CRM, and Microsoft Dynamics CRM.

👋 You May Also Like: Cloud Telephony-CRM Integration Benefits Your Business

2. Contact Center Platforms

Contact center platforms are software systems that help businesses to manage and handle customer communications across various channels, such as phone calls, emails, chat messages, and social media interactions.

These platforms offer features for routing incoming inquiries to appropriate agents, monitoring agent performance, analyzing customer data, and facilitating seamless interactions between customers and representatives. 

Examples of contact center platforms are KrispCall, Genesys Cloud, Five9, Twilio Flex, and Cisco Contact Center.

3. Customer Feedback and Survey Platforms

Customer feedback and survey platforms are software tools that businesses use to gather, analyze, and act upon feedback from customers. These platforms allow organizations to create and distribute surveys, collect responses, and generate insights to improve products, services, and customer experiences. 

They often offer features such as customizable survey templates, data analytics dashboards, sentiment analysis, and integration with other business systems. 

Examples of customer feedback and survey platforms are Qualtrics, Google Forms, and Typeform.

4. Customer Self-Service Platforms

Customer self-service platforms are software solutions that allow customers to find answers to their questions and resolve issues independently without the need for direct assistance from customer support agents. 

These platforms offer a variety of self-service options such as knowledge bases, FAQs, online forums, chatbots, and interactive tutorials. Businesses can boost customer satisfaction, reduce support costs, and improve overall efficiency. 

Examples of customer self-service platforms are Zendesk, Freshdesk, and Salesforce Service Cloud.

5. Social Media Management Platforms

Social media management platforms are software tools that businesses and individuals use to manage their presence and activities across various social media business communication channels. 

These platforms offer features for scheduling and publishing posts, monitoring social media conversations, analyzing engagement metrics, and managing multiple social media accounts from a single dashboard. 

 Examples of social media management platforms are HubSpot, Podium, KrispCall, Buffer, and Sprout Social.

10 Best Customer Experience Platforms in 2024 

There are numerous CX software platforms available in the market. Each of them offers unique feature sets. 

So, selecting the best CX platform can be a challenging decision. However, we’ve compiled a list based on several key factors to consider when making your choice:🌟

• Scalability and Flexibility
• Integration Capabilities with Existing Systems
• Ease of Use and User Interface
• Security and Compliance
• Pricing Models and Cost Considerations

Customer Experience Platform Comparison Overview

CX Platform	Feature	Pricing
KrispCall	Inbound Call Center Solution, Outbound Call Center Solution, Reporting and Analytics, Auto Dialer Software, Omnichannel Support, Cloud Contact Center Solution, Virtual Call Center Software, Automatic Call Distribution Software, Voicemail Transcription Software, VoIP Call Center Software, Unified Callbox	Starts at $15/user/month(if paid annually)
Salesforce Service Cloud	Ticket management, Integrations, Advanced routing, Self-service, Reporting and analytics, Omnichannel support	Start at $25/user/month
Adobe Experience Platform	Integrations, Data Collection and Data Management, Self-service, AI services, Reporting and Analytics	Contact Sales
HubSpot Service Hub	Customer Feedback and Customer Surveys, Knowledge-base Functionality, Help-desk Automation, Customer Portal, Integrations, Live Chats, Conversational Tools	Begin with Free Plan, then upgrade to Starter Plan for $18/user/month.
Zendesk	Reporting and analytics, Omnichannel support, Self-service, Service level agreement (SLA) management, Ticket management, Live chat, Generative AI tools for agents	Starts at $19/user/month
Podium	Reporting and analytics, Advanced routing, Self-service, Integration, Chat, Phone, Email Support, Podium Mobile App	Starts at $399/user/month
LiveAgent	Ticket Management, Live chat, Call Center, Social Media Help Desk, Customer Portal, Integration, Customer Service Reporting	Starts at $9/user/month
Qualtrics	Omnichannel support, Advanced routing, Integrations, Reporting and analytics, Ticket management	Contact Sales
Zohodesk	Ticket management, Integrations, Help Desk Customization, Omnichannel support, Feedback Widget, Live Chat	Starts at $14/user/month
Medallia	Reporting and Analytics, Ticket Management, Integrations, Self-Service and Flexible Security, Comprehensive Workflow Management, Omnichannel support	Contact Sales

1. KrispCall

KrispCall is one of the best-unified communications and contact center CX platforms that provide top-notch features, 24/7/365 support, live call monitoring, great customer experience, and 99.99% uptime reliability. 

It is suitable for all business sizes, especially for those who are searching to handle both inbound and outbound calls efficiently. It has gained the trust of many international businesses and offers coverage in many countries.

KrispCall has linked with popular business technologies like Zapier, Pipedrive, HubSpot, Pabbly Connect, Microsoft Dynamic 365, and Salesforce to boost customer experience, interaction, and better account management.

KrispCall provides an IVR phone tree to streamline caller interactions, increase engagement, and boost interaction efficiency. It helps to maximize quick response and also make sure that callers are directed to the right department or agent based on their needs.😀

KrispCall also provides different types of virtual phone numbers. You can get toll-free numbers, local phone numbers, vanity numbers, and international numbers. It helps businesses reach customers anywhere in the world.

🌟 Feature

• Inbound Call Center Software
• Outbound Call Center Software
• Reporting and Analytics
• Auto Dialer Software
• Omnichannel Cloud Contact Center
• Cloud Contact Center Solution
• Virtual Call Center Software
• Automatic Call Distribution Software
• Voicemail Transcription Software
• VoIP Call Center Software
• Unified Callbox

🗨️What customers are saying?

KrispCall is a great fit for our large business. It has an amazing dashboard and quick purchasing system for UK numbers which allows us to do our job much faster. Before we started using KrispCall, we were facing challenges in efficiently managing the numerous phone numbers we utilize for our operations. Now, it’s no longer a problem since we can easily manage all the numbers in a single workspace. The payment process is also very crystal clear. We know the costs associated with obtaining the phone numbers before the purchase, and this transparency has greatly helped us in planning our budget more effectively.

– Peter Rees, Team Lead, Eva Guru

👀  Have a look at other Customer Reviews of KrispCall

💰 Pricing

Plan	Pricing (month/user)	Pricing (yearly/user)
Essential	$15	$12
Standard	$40	$32
Enterprise	Contact Sales Team

*Plans are billed annually.

2. Salesforce Service Cloud

Salesforce Service Cloud is a cloud-based software company that provides an excellent Customer Experience Platform. You can make your customers stick around longer, spend less money, and work smarter by thinking differently about how you serve them using Service Cloud. 

The Starter plan offers a simple CRM suite with sales, marketing, and service functionalities. It includes a knowledge base, case management, and customizable reports and dashboards. Moving up to the Professional plan, you can access additional features like Omni-channel Case Routing, Case Swarming, and Computer Telephony Integration (CTI). 

The Enterprise Plan will offer advanced facilities such as Workflow Automation, Self-Service Help Center, and AI for Customer Service. For those seeking even more, the Unlimited plan provides extra perks like AI-powered Chatbots and 24/7 support.😊 

And finally, the Unlimited Plus Plan tops it off with robust generative & predictive AI, unified data & channels with Data Cloud, and Tableau Analytics, and boosted collaboration & productivity through Slack integration.

🌟 Features

• Ticket management
• Integrations
• Advanced routing
• Self-service
• Reporting and analytics
• Omnichannel support

💰 Pricing

Plan	Pricing (month/user)
Starter	$25
Professional	$80
Enterprise	$165
Unlimited	$330
Unlimited+	$500

*Plans are billed annually.

3. Adobe Experience Platform

Adobe Experience Platform focuses on customer experience solutions. It is like a powerful engine designed to make customer experiences run smoothly. It works by bringing all your data together in one place, making it easy to create personalized experiences for lots of people.  

It is the centralized data foundation that drives customer experience management across Adobe Customer Journey Analytics, Adobe Real-Time CDP, and Adobe Journey Optimizer. 

It provides you with the best customer experience tools for engagement,  insights, audience creation and activation, omnichannel customer journey analysis, and journey optimization.

🌟 Feature

• Integrations
• Data Collection and Data Management
• Self-service
• AI services
• Reporting and analytics

💰 Pricing

Contact Sales Team.

4. HubSpot Service Hub

HubSpot provides an effective CX platform called HubSpot Service Hub. It is a popular customer experience management software that helps establish long-lasting relationships with customers, connects your business team, and boosts productivity.

The features of HubSpot Service Hub are all powered by AI-powered Smart CRM that provides a single comprehensive view of each customer interaction. 

It simplifies collaboration, eliminates manual data entry, and boosts your team to work more effectively. Its Shared Inbox features help to connect live chat, team email, Facebook Messenger, and more to one universal box.

🌟 Feature

• Customer Feedback and Customer Surveys
• Knowledge-base Functionality
• Help-desk Automation
• Customer Portal
• Integrations
• Live Chats
• Conversational Tools

💰 Pricing

Plan	Pricing (per month)
Free	$0
Starter	$18
Professional	$450
Enterprise	$1200

*Plans are billed annually.

5. Zendesk

Zendesk is another customer experience management software that is easy to use and easily scale with your business. It provides a flexible and open solution for customer experience. Customers receive a complete view of every interaction throughout the customer journey.😊

It supports customers through the most convenient channels, such as email, texting💬, voice, or live chat. It also uses Self-Service through a knowledge base to boost customers.

Zendesk also includes powerful reporting and analytics software to measure and enhance the overall customer experience. Managers can analyze hundreds of touchpoints for ways to boost the customer experience based on customers’ needs.

🌟 Feature

• Reporting and analytics
• Omnichannel support
• Self-service
• Service level agreement (SLA) management
• Ticket management
• Live chat
• Generative AI tools for agents

💰 Pricing

Plan	Pricing (month/user)
Support Team	$19
Support Professional	$55
Support Enterprise	$115
Support Suite	Contact Sale

*Plans are billed annually.

👋Take a look at: Best Practices for Customer Feedback Management

6. Podium

Podium is another top Customer Experience Software that helps businesses to manage customer communication efficiently. It offers features like live website chat, unified agent inbox, payment processing, text marketing, and online review collection.

Podium helps local businesses get more customers and gives them better experiences with excellent communication, easy-to-use, and payment tools. 

The core plan of Podium offers essential AI features and provides facilities such as basic automation, reporting, customization options, integration support, chat, email, phone support, and more.

 Upgrading to the pro plan offers features like AI instant answers, automatic lead routing, lower payment processing fees, hosted surveys, and other tools that help maximize lead conversion with advanced AI and automation. 

Further upgrading to The Signature plan provides advanced multi-local management, branding and customization, discounts on phone plans, proactive fraud alert systems, and more.

🌟 Feature

• Reporting and analytics
• Advanced routing
• Self-service
• Integration
• Chat, Phone, Email Support
• Podium Mobile App

💰 Pricing

Plan	Pricing (per month)
Core	$399
Pro	$599
Signature	Custom pricing

*Plans are billed annually.

7. LiveAgent

LiveAgent is another well-known digital customer support software that provides a complete help desk for call centers, websites, and social media. It has the fastest chat widget, is very easy to implement, and connects with your customers on all channels.

LiveAgent has a call center solution that provides essential features like omnichannel help desk software, call transfers, VoIP call center software, outbound call center software, and many more.

🌟 Feature

• Ticket Management
• Live chat
• Call Center
• Social Media Help Desk
• Customer Portal
• Integration
• Customer Service Reporting

💰 Pricing

Plan	Pricing (month/user)
Small Business	$9
Medium Business	$29
Large Business	$49
Enterprise	$69

*Plans are billed annually.

8. Qualtrics

Qualtrics is a leading customer experience management solution that helps businesses understand and improve the experiences they provide to customers, employees, and other stakeholders. 

It offers three main suites: Customer Experience (CX), Employee Experience (EX), and Product Experience (PX). These suites allow businesses to collect, analyze, and act on feedback from different touchpoints throughout the customer journey, employee lifecycle, and product development process. 

🌟 Feature

• Omnichannel support
• Advanced routing
• Integrations
• Reporting and analytics
• Ticket management

💰 Pricing

Contact Sales.

9. Zohodesk

Zohodesk is a digital customer experience platform that helps to simplify customer service operations, deliver lasting customer experiences, and boost agent productivity. 

Zoho Desk gives agents strong tools and useful information to help them work well, feel sure, and stay organized. It also helps to keep track of your customers, consistently deliver value, and understand customer needs.

It offers mobile apps for Android and iOS, allowing you to see an overview of your customer service status and assist customers even when you’re not in the office. It meets the needs of businesses of all sizes.

🌟 Feature

• Ticket management
• Integrations
• Help Desk Customization
• Omnichannel support
• Feedback Widget
• Live Chat

💰 Pricing

Plan	Pricing (month/user)
Standard	$14
Professional	$23
Enterprise	$40

*Plans are billed annually.

10. Medallia

Medallia is a platform for managing customer experiences that assist businesses in gathering customer data and obtaining insights into customer experiences.

They provide a platform for businesses to collect, analyze, and act on feedback from their customers across various channels such as surveys, social media, reviews, and more. They serve customers across a range of industries including retail, hospitality, financial services, healthcare, and more.

Businesses can create dashboards that provide real-time analytics to agents and managers regarding customer actions and sentiments. It includes AI features that use machine learning to accurately identify patterns and anticipate customer behavior.😊

🌟 Feature

• Reporting and analytics
• Ticket management
• Integrations
• Self-Service and Flexible Security
• Comprehensive Workflow Management
• Omnichannel support

💰 Pricing

Contact Sales

What are the features of the Customer Experience Solution?

• Customer Journey Mapping: It allows businesses to visualize and understand the various touchpoints and interactions a customer has with their brand throughout the entire journey.

• Data Management and Analysis: Effective management and analysis of customer data help businesses gain insights into customer behavior, preferences, and trends. It informs strategic decision-making and personalized experiences.

• Advanced Routing: With advanced routing, customer inquiries and interactions are directed to the most appropriate channels or personnel. It helps in optimizing efficiency and responsiveness.

• Multi-channel Integration: Customer Experience Solution should have the feature of multi-channel integration. Integration with multiple communication channels such as email, chat, social media, and phone leads to seamless interactions with customers across various platforms. It provides flexibility and convenience.

• Omnichannel Support: Omnichannel support provides a consistent and cohesive experience for customers across all channels and touchpoints. It allows them to switch between channels seamlessly without disruption.

• Automation and AI: It helps to streamline processes, automate repetitive tasks, and deliver personalized experiences at a high scale. It boosts efficiency and drives customer satisfaction.

• Feedback and Survey: It is an important tool that allows businesses to gather valuable insights directly from customers. It helps to understand satisfaction levels, identify areas for improvement, and customize experiences to meet evolving needs and expectations.

👋 You May Also Like: The Best Ways Conversational AI is Improving Customer Experience

Why KrispCall is the best CX platform?

KrispCall is a renowned provider of contact center CX platforms. It is recognized as the world’s leading cloud customer experience platform. It is the best CX platform among available platforms because of its revolutionary approach to call center customer experience software. It provides exceptional agent and customer experiences across all communication channels.

KrispCall is the top choice for modern customer experience software. It combines powerful analytics, research tools, and a virtual contact center in the cloud.

The special thing about KrispCall is they offer lots of services. You can do things like manage calls, send texts, listen to voicemails, and more, all in one place. They even have features like sending voicemails to email, forwarding calls, and seeing call stats. This helps businesses handle communication well and keep customers happy.

Overall, KrispCall is a great choice for businesses that want to improve how they talk to customers. They focus on being reliable, innovative, and making customers happy.

Wrapping Up

Customer Experience Management Software helps to effectively manage the customer experience by streamlining the customer journey. It plays an essential role in turning customers into loyal customers.😊

Businesses can gain a deeper understanding of customer interactions and help to create more personalized experiences that make customers feel valued and listened to.  

Among the list, KrispCall is a top choice for businesses that want great customer experience and support. It uses the latest Cloud Telephony tech that makes it easier for businesses to connect with customers. It provides advanced features, 24/7 human support, excellent call quality, positive customer feedback, and budget-friendly pricing plans starting at just $15/user/month.

Don’t miss out—try KrispCall now and boost your customer experience.🚀

FAQs

How much does a CX Platform cost?

The price of a Customer experience platform varies depending on the service providers you choose. Some platforms offer free demos and trials. Paid options can start at $15 per user per month and the premium one can cost over $2,000 per month.

What are the key considerations for choosing the right CX platform?

Some key considerations for choosing the right digital CX software are:

• Clarify your purpose for implementing a customer experience management platform.
• Understand whether the platform offers analytics and reporting features, as well as options for collecting and managing customer feedback.
• Evaluate the software’s ease of installation or integration with your existing systems.
• Scalability and flexibility are necessary factors.
• Learn about the service reputation of the software provider.

What is CX vs CRM?

Customer Experience (CX) refers to the overall perception of a brand by customers based on all interactions with it. It is about creating positive experiences throughout the customer journey to boost satisfaction and loyalty. It focuses on the overall customer experience.

On the other hand, Customer Relationship Management (CRM) is the process of managing individual customer relationships using technology to organize, automate, and analyze interactions. The aim is to improve customer engagement and drive sales. CRM focuses on managing and optimizing individual customer interactions and relationships.

What is CX vs UX?

Customer Experience (CX) includes the overall journey and interactions of a customer with a brand across all touchpoints. It focuses on creating positive, consistent experiences to meet customer expectations. 

On the other hand, User Experience (UX) specifically deals with the design and usability of digital products and interfaces. It makes sure that the digital products are easy, reachable, and engaging for people to use.

What is the biggest problem with customer experience platforms?

The biggest problem with customer experience platforms is their overlap with other similar platforms like customer journey management, customer engagement management (CEM), and customer relationship management (CRM) solutions. This overlap can lead to confusion and misuse of terminology, as well as difficulty in finding a platform that fully addresses all aspects of the customer experience.