In today’s competitive ecosystem, winning the marketplace is an uphill battle, and the main benchmark for growing as a strong brand is excellent customer experience!
Customer experience analytics will help brands in this to constantly look into how well their customer experience performs in the marketplace, where they went wrong or correct, and the frequently changing trends in customer behavior and preferences to align their initiatives to resonate with the experience they offer with what customers expect from them.
By utilizing the right customer experience tools, businesses can effectively measure and improve customer satisfaction, loyalty, and their bottom line. However, with so many tools available in the market, choosing the perfect one for your business can be overwhelming.
This article explores some of the best customer experience analytics tools available in the market, their key features, and how they can help businesses better understand their customers and provide an exceptional customer experience.
What is a customer experience tool?
A customer experience tool is a software or platform that helps businesses analyze and manage the interactions between customers and the business. It provides insights into customer behavior, sentiment, and feedback, which can be used to enhance the customer experience.
These tools range from customer feedback and survey platforms to more sophisticated customer relationship management (CRM) systems that enable businesses to track customer interactions across multiple channels and touchpoints.
The ultimate goal of a customer experience tool is to enhance the customer journey, build customer loyalty, and drive business growth.
Why choose the CX tool?
A company should adopt a customer experience tool because it can help them gain valuable insights into their customers' needs, preferences, and behavior. Companies can analyze customer feedback and sentiment using a CX tool, track customer interactions across multiple channels, and identify trends and patterns that can inform their business strategy.
Additionally, CX tools can help companies deliver a more personalized customer experience, leading to increased customer loyalty and higher customer retention rates. By investing in a CX tool, companies can stay ahead of the competition, improve consumer satisfaction, and ultimately drive business growth. Overall, a CX tool is valuable for any company that wants to deliver exceptional customer experiences and build long-term customer relationships.
How to select the right customer experience tool?
Selecting the right customer experience (CX) tool can be daunting, especially with a lot of options available in the market. Here are some major factors to consider when selecting a CX tool:
1. Identify your CX goals: Before selecting a CX tool, you must define your goals and what you want to achieve. This will help you choose a tool that aligns with your business objectives.
2. Evaluate features: Look for features that will help you measure customer feedback, track customer interactions, and analyze customer behavior. Also, consider features that will help you personalize the customer experience and improve customer engagement.
3. Consider ease of use: Choose a tool that is easy to use and integrates easily with your existing systems. This will save you time and resources in the long run.
4. Scalability: Select a tool that can scale with your business as it grows. This will ensure that the tool remains relevant and valuable in the long term.
5. Support and training: Look for a vendor that provides adequate support and training to ensure your team can use the tool effectively.
6. Pricing: Consider the pricing model and ensure that it fits within your budget and provides a good return on investment.
By considering these factors, you can select a CX tool that meets your needs.
Top 10 Customer Experience Tools In 2023
Let’s go through the customer experience tools:
1. Clootrack
Clootrack is a customer experience tool that uses AI-based technology to analyze customer feedback and helps businesses to identify customer sentiments, preferences, and expectations. It provides actionable insights to improve customer satisfaction, retention, and loyalty.
Clootrack analyzes customer feedback from various channels such as social media, review sites, and customer support teams interactions and provides a comprehensive view of customer feedback. This platform also helps businesses to track their competitors and benchmark their CX against industry standards.
Clootrack’s AI-powered engine, which incorporates machine learning and natural language processing technology, can collect thousands of customer conversations from multiple sources like online reviews, websites, mobile apps, social media, CRM, live chat, etc., and do deep analysis to produce actionable customer insights for decision-makers.
Clootrack features:
- Unsupervised platform: Clootrack doesn’t require any complicated configuration process as no effort is needed to set up the tool from the organization side. All insights are readily available, including key customer experience drivers, drivers that influence positive and negative experiences, brand equity and market performance with competitors, etc.
- Using a proven market research framework: The insights are backed by real customer conversations and customer data, making them reliable and authentic.
- Granular level insights: You can drill down the insights into their sub-themes and even the actual customer verbatims/conversations that are the base of insights from the same dashboard.
- More robust than other traditional market research tools: There are a lot of disadvantages when a business chooses traditional market research tools for customer experience analysis; they are time-consuming, produce biased results, are not cost-effective, and so on. Clootrack is a quick solution that doesn’t require data collection, digital asset management, or analysis. It takes care of all of that part, and you just need to make the right decisions with them.
- Supports 55+ languages: Your customers might be from different countries and speak different languages. But that’s not a barrier to generating automated insights in Clootrack, as it supports 55+ languages across the globe!
- Capable of covering all data: Clootrack can crawl all external and public data and private international enterprise data to do analysis effortlessly.
2. Zendesk Sunshine
Zendesk Sunshine is a customer experience tool that helps businesses manage customer interactions across multiple channels and touchpoints. It provides tools to manage customer support tickets, automate processes, and track customer experiences.
Zendesk Sunshine Features:
- Ticketing System: Allows businesses to manage customer support requests across multiple channels, including email, phone, social media, and chat. It provides tools to automate ticket routing, prioritize urgent requests, and track ticket status.
- Chat and Messaging: Enable businesses to engage with customers in real-time across multiple channels, including web, mobile, and social media.
- Help Center: Allows businesses to create a customer self-service portal where customers can find answers to common questions, access resources, and submit support requests.
- Reporting and Analytics: Give businesses insights into customer support metrics, such as response times, ticket volume, and customer satisfaction ratings.
3. Hubspot
HubSpot is a marketing, sales, and customer experience tool that provides tools to manage customer communication, automate processes, and track customer experiences. It offers solutions for inbound marketing, sales automation, customer relationship management (CRM), and personalized customer service.
Check the specifications of the Hubspot customer experience tool:
- Marketing Automation: Allows businesses to create and execute targeted marketing campaigns across different channels, including email, social media, and the web.
- Sales Automation: Provide sales teams with the tools to manage leads, track deals, and automate sales processes.
- Customer Relationship Management (CRM): Provides businesses with a centralized customer information database, allowing them to track customer interactions, manage deals, and automate sales processes.
- Customer Service Automation: Provide businesses with the ability to manage customer support requests across multiple channels, including email, phone, and chat.
4. Genesys Cloud
Genesys Cloud, a cloud-based contact center platform, provides omnichannel customer engagement solutions to businesses of all sizes. It provides a range of features such as voice, email, chat, social media, and messaging, enabling businesses to engage with customers through their preferred channels.
The features of Genesys Cloud include the following:
- Omnichannel engagement: Genesys Cloud provides multiple communication channels, such as voice, email, chat, social media, and messaging, enabling businesses to engage with customers through their preferred channels.
- Workforce optimization: Genesys Cloud offers workforce management, quality management, and performance management tools, helping businesses to optimize their workforce and improve agent productivity.
- Analytics and reporting: Genesys Cloud provides real-time and historical analytics and reporting, helping businesses to track their performance, identify trends, and make data-driven decisions.
- Automation: Genesys Cloud offers tools for automation, such as chatbots, IVR, and routing rules, helping businesses to streamline their workflows and reduce manual effort.
5. Sprinklr
Sprinklr is a social media management platform offering services such as social media monitoring, engagement, publishing, advertising, and analytics.
The main features of Sprinklr include the following:
- Social Media Management: Allow businesses to manage their social media accounts across multiple channels, including Facebook, Twitter, Instagram, LinkedIn, and more.
- Social Listening: Enable businesses to monitor social media conversations about their brand, products, or services and track real-time sentiment and mentions.
- Customer Care: Allow businesses to manage customer inquiries and issues across multiple social media channels, helping them to provide prompt and effective customer support.
- Content Marketing: Enable businesses to create, publish, and manage social media content across multiple channels, making it easy to maintain a consistent brand voice and message.
6. Oracle Maxymiser Testing and Optimization
Oracle Maxymiser Testing and Optimization is a customer experience tool that enables businesses to optimize their websites and mobile apps by conducting A/B testing, personalization, and analytics to improve user engagement and conversion rates. It is a platform that provides a range of website optimization services and can be used as customer experience management software.
The perks of using the Oracle Maxymiser Testing and Optimization tool are:
- A/B testing: The platform allows businesses to conduct A/B testing to compare two versions of a webpage or mobile app and determine which version performs better.
- Personalization: Oracle Maxymiser Testing and Optimization enables businesses to personalize their website or mobile app for different audience segments based on their behavior, location, or other factors.
- Multivariate testing: The platform allows organizations to test variations of different parts on a webpage or mobile app to determine the optimal combination for maximum engagement and conversion.
- Analytics: Oracle Maxymiser Testing and Optimization provides advanced analytics and reporting capabilities to track user behavior and measure the effectiveness of different tests and optimizations.
7. Satmetrix
Satmetrix is a customer experience tool that helps businesses to measure and improve customer satisfaction and loyalty. It uses Net Promoter Score (NPS) surveys to collect customer feedback and provides insights into customer behavior and sentiment.
The main features of Satmetrix are:
- Net Promoter Score (NPS) surveys: Allows businesses to create and send NPS surveys to customers to gather feedback on their experience with the brand.
- Customer feedback management: The platform provides a centralized system to manage customer feedback, track feedback trends over time, and identify areas for improvement.
- Customer journey mapping: Satmetrix enables businesses to map their customer journey to identify touchpoints where customers are most likely to have positive or negative experiences.
- Text analytics: Satmetrix uses advanced text analytics to analyze open-ended feedback from customers and uncover insights into customer sentiment and behavior.
- Reporting and analytics: The platform provides real-time reporting and analytics to track NPS scores, customer satisfaction, and loyalty metrics.
8. SAS Customer Experience
SAS Customer Experience is a customer experience tool that provides a range of tools for businesses to gather, analyze, and take action on customer feedback. It offers survey creation, text analytics, sentiment analysis, and reporting to help businesses understand customer needs and preferences.
Key features and benefits of the SAS Customer Experience software are as follows:
- Survey creation: The platform enables businesses to create surveys to collect customer feedback across various channels, including email, phone, and web.
- Text analytics: SAS Customer Experience uses advanced text analytics to analyze open-ended feedback from customers to uncover insights into customer sentiment and behavior.
- Sentiment analysis: The platform provides sentiment analysis capabilities to determine the polarity of customer feedback, allowing businesses to identify areas of improvement and prioritize action items.
- Reporting and analytics: SAS Customer Experience provides real-time reporting and analytics to track customer feedback, satisfaction, and loyalty metrics.
9. GetFeedback
GetFeedback is a customer experience tool that helps businesses to collect and analyze customer feedback across various channels, including email, web, and social media. It provides features such as survey creation, reporting, and analytics to help businesses understand customer needs and preferences.
Some features of GetFeedback are:
- Survey creation: The platform enables businesses to create surveys to collect customer feedback across various channels, including email, web, and social media.
- Mobile-friendly surveys: GetFeedback provides mobile-friendly surveys that can be accessed on any device, making it easy for customers to provide feedback.
- Reporting and analytics: The platform provides real-time reporting and analytics to track customer feedback, satisfaction, and loyalty metrics.
- Customization: GetFeedback allows businesses to customize their surveys to match their brand and provide a more personalized customer experience.
10. TextMagic
TextMagic is a text messaging service that enables businesses to send SMS messages to customers to improve communication and engagement. It provides features like bulk messaging, two-way messaging, and reporting to help businesses manage their text message campaigns.
Features include:
- Bulk messaging: The platform allows businesses to send text messages to large groups of customers at once, making it easy to communicate with a large audience.
- Two-way messaging: TextMagic provides two-way messaging capabilities that enable businesses to have a conversation with customers via text.
- Reporting: The platform provides reporting capabilities to track message delivery, response rates, and other key metrics to help businesses measure the effectiveness of their text message campaigns.
- API integration: TextMagic provides API integration allowing businesses to integrate text messaging capabilities into their applications and systems.
- Autoresponders: TextMagic provides an autoresponder feature that automatically sends a response to incoming text messages, making it easier for businesses to manage their communication with customers.
A Robust Customer Experience Tool is Indeed a Must-Have!
In today's competitive business environment, customer experience has become an important factor in determining the success of a business. A robust customer experience tool is necessary for companies to provide customers with a seamless and personalized experience. By investing in such a tool, companies can gather valuable customer feedback, analyze customer behavior, and identify areas for improvement.
Ultimately, a great customer experience can lead to increased customer loyalty, higher retention rates, and a positive impact on the bottom line. Therefore, businesses that prioritize customer experience and invest in the right tools will be able to differentiate themselves from their peers and succeed in the long run.
Read more: Breaking the Mold of Old customer experience Methods With Breakthrough Customer Experience Analytics