7 Best Customer Experience Tools in 2022

Best Customer Experience Tools

Nowadays, several businesses are taking advantage of the internet using customer experience tools to find out the touch points behind millions of conversations across multiple platforms. If you are a brand or a start-up, customer experience is the most important KPI for your business. Whether you are selling products or services, it is important to know how your customers feel about your product or services and what are the touch points of their journey.

There are many touchpoints in a customer’s journey – starting from landing on the website for online purchase to browsing the products or service details on internal pages to getting connected. Each point gives them an experience of the brand. Based on their experience with the brand, an effective customer-centric strategy can be implemented to generate ROI. Research says that one among three customers will leave the brand if they have had any negative experience. 

Companies are now more serious about giving their customers the best customer experience. They invest in the best customer experience tool to provide complete monitoring, measurement, and reporting. These customer experience tools can help to ensure improved CX and better ROI. To select the best CX tool, you need to understand the needs of the business and the features of the CX tool.

What is the customer experience tool “CX Tool”?

Customer experience tools takeaway

CX tool or customer experience tool is software that collects the data of customers’ feedback. These CX tools can optimize sales, marketing, and customer retention rate. Customer experience tools are also known as CX, CEM, or CMX tools.

Why choose the CX tool?

  • Get diverse capabilities to manage the customer journey
  • Get contextual help
  • Complete customer analytics
  • Analyze the customer feedback & sentiments
  • Analyze content marketing 
  • Get actionable insights

How to select the right customer experience tool?

Before implementing any customer experience tools, it is important to understand the objective. Each CX tool comes with a unique feature, and it might be possible some of the features are not capable of catering to specific business needs. Look for specific features per business niche and get complete insight about the customers. Check for performance optimization and predictive analytics.

Top 7 Customer Experience Tools In 2022

7 Best Customer experience tools

Recently, many big companies have launched customer experience tools loaded with many features. Here are the top 7 best CX tools for 2022. All these tools are enabled with unique features and can be opted as per the business needs and niche.

1. Locobuzz

Locobuzz Customer Experience Tool

Locobuzz is a unified customer experience platform that converges technologies like Artificial Intelligence, Machine Learning, Big Data, Analytics designed to work on a standalone basis or as an integrated solution. The platform provides rich and relevant insights for key KPIs and customer /competitor intelligence, provides a vast array of reportage, including customised reports and  excels thereby, giving brands an overview of brand performance . Locobuzz has the most effective processes of helping brands make informed and  intelligent data driven decisions for excellent customer experience. 

Reasons to opt:

  • Unified View Key digital customer touch points 
  • State of the art Ticketing system
  • Real-time Social Listening and Data analytics
  • Track key marketing insights
  • Powerful  data visualizations
  • Real Time Campaign management and analysis 
  • Competition Intelligence and Benchmarking
  • Comprehensive workflow management functions
  • UGC and User Interaction Insights

Platform USP:

  • Locobuzz is a next-gen customer experience tool, it helps to capture the trends and provides actionable insights. Build a strong digital presence and improve brand health with Locobuzz.

2. Zendesk

Next on the list is “Zendesk”; it is a very popular CX tool and comes with many impressive features. This tool is perfect for production companies as it supports product-led consumer conversations. This tool analyses and manages the customer conversations across all the platforms.

Reasons to opt:

  • Completely flexible platform
  • Live chat is enabled
  • Build customized CX solution 
  • Complete CRM functionality 
  • Customer insights & data
  • Reporting

Platform USP:

Zendesk provides four different products in one package, which includes a guide, support talk, and chat.

3. Salesforce Service Cloud

Salesforce service cloud is a sales-based CX tool. This customer experience tool is most popular among big enterprises. This platform provides complete insight about the user at every touch point of the customer journey.

Reasons to opt:

  • Effective customer insights
  • Agent-friendly insights
  • Omnichannel tracking
  • Suitable for enterprise-level companies
  • Multiple productivity tools

Platform USP:

Salesforce is designed with AI-powered chatbots and can be enabled on any medium like web chat, mobile chat, or social media messaging. 

4. HubSpot – Service Hub

HubSpot is one of the most used CX tools among start-ups and mid-level companies as it provides unique features at a reasonable cost. HubSpot is an integrated customer experience tool and provides more control over data. 

Reasons to opt:

  • Bring all the communication channels to one place
  • Integrate all the channels in the universal inbox
  • Get contextual information

Platform USP:

HubSpot service hub is capable of delivering a frictionless customer experience, and it also provides the CRM to manage everything in one place

5. Adobe -Experience Manager

Adobe experience manager tool combines a digital asset management system with a unique CMS. This CX tool ensures that each customer is privileged and receives a personalized message. 

Reasons to opt:

  • Advanced content management system
  • Personalization is available 
  • Automated experience management
  • Many automated tools
  • Smart tools
  • Effortless Scaling 

Platform USP:

Adobe Experience Manager has both digital asset management and CMS. Create the same digital experience across all the platforms.

6. Genesys Cloud

Genesys Cloud is a complete cloud center solution that is designed to provide complete connectivity between all the possible channels. This CX tool provides an easy-to-use tool and enables a 360-degree view of customers.

Reasons to opt:

  • Easy configuration 
  • Multiple channels connectivity 
  • Outbound campaigns 
  • Quality management
  • Performance monitoring 
  • Workforce optimization 

Platform USP:

Genesys Cloud follows all compliance and can be configured to provide maximum reliability. Keeps the agents more productive with execute dial mode.

7. Qualtrics XM

Qualtrics XM is the best customer experience management software that can provide insights into customers at any digital touchpoint. This CX tool gives the flexibility to connect with the audience from any medium like SMS, Email, web, or mobile applications.

Reasons to opt:

  • Multiple channels integration
  • Touchpoints 
  • Detailed analytics
  • Automated feedback
  • Predictive analysis 

Platform USP:

Understand customer behavior and get tailored insights.

Conclusion

Before selecting the CX tool, check for the business and the team’s needs. Train the team members on the configured tool to handle customer experience seamlessly. Opt for the one suitable for your business type, as many niche-specific CX tools are available. 

Keep your approach futuristic and opt for an AI-powered customer experience tool. AI-enabled tools will help you resolve day-to-day queries and enhance the customer experience. Lastly, select the options by keeping the pricing in mind, go for the annual subscriptions as you can save money.

Customer experience tools not only help to manage the system but also handle the sentiments.

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