15 Best Customer Experience Tools in India
Well, in the ever-more-competitive environment, customers experiencing better is no longer just nice but necessary; also, with the rise in using digital technologies and evolving expectations, Indian businesses have been on the quest to explore innovative tools and strategy designs that help enhance these relationships with their customers.Â
With that, this article will take you through an emerging CX tool that disrupts the functioning patterns of business in India. In the next section, we will find out how these tools will help you gain an edge over competitors, achieve long-lasting relationships with your customers and eventually fuel business growth.
Ranging from AI-powered chatbots to sophisticated analytics platforms, there are a whole lot of functionalities that enable one to make streamlined operations possible while personalizing the interaction. With such a wide understanding of the core features and the benefits attached, you would be better positioned to make informed decisions toward optimizing the customer experience strategy and realizing long-term success.
What is a Customer Experience (CX) Tool?
A Customer Experience (CX) tool is the software solution for making the interaction between a business and its customers better. It helps in understanding customer behavior, preferences, and pain points in order to make the best-informed decisions to enhance the customer journey as a whole.
Top 15 Customer Experience Tools in India
Companies are embracing CX tools to be at a competitive advantage by providing excellent customer experience, loyalty, and business growth. Let’s take a look at the 15 best customer experience tools.
1. Locobuzz
In this digital world, where customer experience is the key, Locobuzz is the new tool for businesses to listen, engage, and respond to their customers effectively.
By providing powers of AI and machine learning, Locobuzz enables brands to track all social media conversations, makes it easy to analyze their customers’ sentiments, and identifies negative issues at the right moment to tackle them, thus enhancing the brand’s loyalty from its customers.
Key Features:
Reputation Management: Protect and strengthen your online brand reputation.
Social Media Listening: Monitor brand mentions and industry trends on any social media through AI Social Listening.Â
Social Sentiment Analysis: Gauge how customers feel towards your brand.
Crisis Management: Instant and real-time recognition and response towards a probable crisis on the social front. Hence, it provides a step-by-step crisis management plan.
Customer Service: Better management of a large customer query and issues and resolution.
Advanced Analytics: Critical insights about the behavior and patterns of customers with preference analysis.
AI-Based Insights: AI for an automatic mode in tasks, action insights can be derived from various points to be utilized.Â
Critical notifications: Immediate push for mention and issue points.
Dashboard with Customization Options: Creating different dashboards focusing on vital points and KPIs as and when required.
2. Salesforce Service Cloud
Salesforce Service Cloud is a powerful customer service platform for businesses to give their customers the best possible experiences. It integrates all perspectives about the interaction with customers via phone, e-mail, chat, and even through social media.
Some features such as case management, knowledge base, and automated workflows are specifically meant to ensure that all processes involving support go very smoothly, leading to fast response and increasing satisfaction with the customers.
Key Features:
Case Management: Track and address all issues across customers fast and efficiently.
Knowledge Base: Enables self-service options to the customer, which enables most to solve their problems at once.
Automated workflows: It helps in repeated tasks of employees with increased productivity due to agents.
Omni-channel routing routes:Â Customer’s queries to skilled available agents in real-time. Analytics with real-time customer behavior analysis and service performance monitoring in real-time.It suggests what customers will request to have and what aspects should be automated using artificial intelligence.
Field Service Lightning: It streamlines field service processes ensuring the efficiency of the technique.
Community Cloud: It enables communities for customer engagement and knowledge sharing.
3. Qualtrics XM
Qualtrics XM is the end-to-end experience management platform. It helps companies understand and design customer, employee, product, and brand experiences.Â
They have tools to collect, analyze, and then act on data based on feedback.
Qualtrics XM with AI-powered insights drives organizations toward trends and prioritizing and changing actions as required.
Key Features:
Customer Experience (CX): Collect and analyze customer feeling by conducting surveys, polls, and feedback forms.
Employee Experience (EX): This measures the degree of employee satisfaction, engagement, and productivity level.
Product Experience (PX): It retrieves information regarding usability and design performance of the product.
Brand Experience (BX): Tracked perception of the brand and reputation.
AI-Powered Insights: This uses AI to automate analysis and help discover actionable insights.
Advanced Analytics: Get deep in data to see the trends and correlations.
Real-time Reporting: Track key metrics in real-time.
Actionable Recommendations: Get specific recommendations on how to improve experiences.
Seamless Integrations: Connect to other tools and systems to make workflow streamlined.
4. Zendesk
Among the most sought customer service platforms, which made business deliver great experiences to its customers, is Zendesk. This platform comprises a set of tools involved in the operation of delivering customer services on multiple communication channels like emails, chats, phone, and even social media.
It fastened quicker responses, answers to questions, and more relation with the clients through such features as ticketing, knowledge base, and analytics.
Key Features:
Ticketing System: Ticketing system helps in proper follow-up and prioritizing the issues of customers correctly and resolving them.
Knowledge Base: Build and maintain an autonomic knowledge base that caters to the customer on one’s own.
Live Chat: Start interacting with the customers on the go by live chatting.
Email Support: Manage large volumes of Inbound Customer Emails.
Phone Support: Handle both Inbound and Outbound Calls.
Achieve Maximum Utilization from calls. Â
Analytics and Report: Get Customer Conversation Intelligence in addition to the Activities of an Agent.
Automation: Maximize utilization from Automated Recurring Business Operations.
Integrate other applications and software systems that work in isolation by leveraging Integration.
5. Medallia
Medallia is the leading experience management platform, which allows business organizations to listen to the voices of customers and their employees, understand their needs, and act accordingly.
These insights are essential for improvements in their experience through all touchpoints with customer feedback.
Key Features:
Capture of all feedback: Surveys, interviews, and any other touchpoint with sources.
Advanced Analytics: Look at trends and patterns within your feedback data, along with where you need to improve.Â
Real-time insights: See real-time customer and employee feedback. Â
Customizable Dashboards: Key metrics will be visualized and tracked over time. The product integrates with any other business system to ease workflow even more.
6. Sprinklr
The most potent unified customer experience management (CXM) platform is Sprinklr, which enables businesses to provide outstanding multi-channel customer experiences. One location offering a comprehensive suite of tools to assist businesses in the following areas as well:
Key Features:
AI-Powered Insights: To enhance the decision-making process, the platform leverages AI to analyze vast volumes of customer data and produce meaningful insights.
Omnichannel Engagement: This platform enables smooth communication with customers across multiple channels, such as chat, email, social media, and many more.
This means that every feature that a customer interacts with, from social media to marketing, advertising, and so forth, will be consolidated in a single location.
Social Listening: Brands may have a great social media presence by using powerful tools for social listening, publishing, and engagement.
AI Driven Solutions: Customer service offers AI-powered solutions that help businesses automate repetitive tasks, increase agent productivity, and provide exceptional customer service.
Marketing and Advertising: It provides resources to assist marketers in combining their innovative concepts into campaigns, carrying them out through various media, and reporting on their degree of performance and efficacy.
7. Talkwalker
Talkwalker is a cutting-edge consumer intelligence technology that helps companies understand their consumers across various digital platforms. Talkwalker’s extensive toolkit includes invaluable data on market trends, brand reputation, and customer mood.
Key Features:
Social listening involves keeping an eye on the discussions occurring on social media sites in order to track brand mentions, find influencers, and determine public sentiment.
Media monitoring: This includes keeping tabs on industry trends and rival landscapes through the use of both new and traditional media, such as blogs, podcasts, and news stories.
Sentiment analysis: It tracks the tenor of internet discussions around your company, goods, or services.
Locate influencers: Talkwalker can assist you in expanding your audience and amplifying your message.
Monitor online chatter: in order to predict and prevent crises based on negative sentiment and emerging issues.
Monitor your competitors: Monitor competitor’s online activities to know their strategies, strengths, and weaknesses.
Talkwalker could improve customer experience based on data-driven decisions when businesses use data to enhance reputation.
8. Genesys Cloud
Genesys Cloud is a cloud contact center, allowing companies to be at their best when treating customers. The company also features an array of facets that particularly deal with interaction regarding media with the customer-such as calls, email, chats, and social media.
Key Features:
Unified Contact Center: It allows managing all types of contact with the customer from just one place.
Powerful AI Automation: Using the potential of AI, have a more interesting chatbot and virtual assistant, and automate some of the mundane work.
Predictive Engagement: proactively engage customers based on their needs and preferences.
Workforce Engagement Management: more productive agents with better schedules.
Quality Management: The use of quality assurance by the agent to improve performance.
Analytics and Reporting: In-depth examination of operational effectiveness and consumer behavior.
Integration Capability: Delivered through other platforms or technologies with ease to customers.
Security and Compliance: Data security according to industry data security standards.
9. Response Tek
ResponseTek is a very powerful CX platform that enables companies to gather, examine, and act upon consumer input. It provides the tools to comprehend client sentiment, identify areas for improvement, and make data-driven decisions.
Key Features:
Gather Real- Time Feedback: Feedback can be gathered in real time from a range of sources, including surveys, emails, and social media.
Advanced Analytics: Examining feedback data to provide valuable insights into the preferences and behavior of customers.
Analysis: Analyze consumer feedback to determine both positive and negative sentiment.
Text Analytics: Identify important themes or subjects in open-ended comments to gain useful information.
Practical Advice: Acquire practical suggestions for enhancing client encounters.
Dashboards that can be customized: Show important metrics and monitor progress over time.
Workflows can be automated by integrating other technologies and applications. Through its integration with ResponseTek, businesses are able to make smarter decisions that genuinely enhance their consumers’ enjoyment, loyalty, and brand reputation.
10. Content square
The most powerful analytics tool for digital experiences is Contentsquare. Any firm can use this tool to better understand and enhance online client journeys. This aids in revealing information about conversion funnels, user behavior, and website performance.
Key Features:
Session Replay: It displays user sessions and provides insight into how users interact with your website.
Heatmaps: They highlight areas of interest and annoyance by showing where users have clicked and scrolled.
Conversion Funnels: Analyze user activity using conversion funnels to determine which drop-off points occur.
Performance Monitoring: To make sure that everything operates as quickly and responsively as possible, the site’s performance can be tracked.
AI-Powered Insights: AI has the ability to automate analysis and produce insights that can be put to use.
Dashboards that can be customized: These dashboards assist in monitoring all important.
Customizable Dashboards: Customizable dashboards help track all key metrics and KPIs.
Connects into almost all the other tools and platforms that help streamline workflow.
11. Adobe Experience Manager
AEM is an integrated platform for the management of the digital experience of a company, which provides businesses with tools to design, manage, and deliver contextualized digital experiences through any channel.
That is to say, it offers you a suite of tools that can help you handle content, assets, and forms besides personalizing experiences for customers.
Key Features:Â
CMS: This includes content creation and management for websites and mobile applications.
The system also has Digital Asset Management (DAM): Here all the digital assets would be stored, organized, and managed such as images, videos, and documents.
Forms: So as to generate and also manage the forms and submit that form online while capturing them in a proper manner.
Personalization: Providing customized experience for the customers based on customers’ data and preferences.
Workflow Management: Automatic Process concerned with the creation of the content and approvals.
Multi-Site Management: Manage various sites along with digital assets in a single place.
Analytics Integration: With the integration of analytics tools, one can avail more customer insights.
Security and Compliance: Protects your content and data with rigorous security aspects. With the help of Adobe Experience Manager, enterprises will achieve a more exciting digital experience in order to attain more satisfactory customers with more business progress.
12. ClientSuccess
ClientSuccess is one of the most potent customer success software that can help businesses achieve great customer experience and sustainable long-term growth. It allows creating an all-in-one suite of features to help you guide customer relationships, track important metrics, and automate the majority of tasks.
Key Features:
Customer Health Scoring: View the customer health and find at-risk accounts.
Customer Journey Mapping: Map and improve the customer’s journey.
Task Management: Create jobs and monitor them so no lead falls through the crack in follow-up.
Auto-Workflows: Get rid of the process bottlenecks and save lots of man-hour effort.
Reporting and Analytics: Comprehend the behavior of your customer and success metric.
Customer Segmentation: Segment customers on criteria to help target with the appropriate approach.
Integration Ability: Connect other tools and platforms to achieve a fluid workflow.
From ClientSuccess, one will learn the customers’ needs, and you will be better placed to offer proactive solutions that will help avoid churn and boost customer satisfaction.
13. Freshdesk
Freshdesk is cloud-based customer service software that provides businesses with the ability to manage and resolve customer support inquiries.The company gives the firm a number of features that will make the process of supporting the client easy and boost customer satisfaction. Â
Key Features:
Ticketing System: It organizes and tracks customer support tickets in a very effective manner.
Knowledge Base: It develops and maintains a self-service knowledge base for enabling customers.
Live Chat: It enables the interaction of customers with live chat in real-time.
Email Support: It manages and effectively replies to customer emails.
Phone Support:: It integrates with phone systems in handling inbound and outbound calls.
Automation: It automates routine tasks.
Analytics and Reporting: It gives insight into customer support performance.
Integrations: Integration with other tools and platforms delivers a streamlined workflow.
Freshdesk allows businesses to increase customer satisfaction, lower the response time, and generally make support more efficient.
14. Hubspot CRM
It has a strong as well as easy CRM tool which is specially provided for small businesses and is growing. It will support all required suites that mainly deal with and nurture the leads as well as manage deals along with customer satisfaction.
Key Features:
Contact Management: This is in one place where all the information about the customer can be arranged and managed; the other deal pipeline includes visualization of deals being made so that their progress can be tracked.
Tracking and scheduling:This is done by email- email each person with custom content, it could track performances. Leads, also its customers could easily schedule some meetings.
Live Chat:You get to talk to the website visitors in real time.
Marketing Automation: It will help automate marketing processes while saving your time, hence making work more efficient.
Sales Automation: Sales automation increases productivity.
Integrations: Integration with other tools and platforms to make workflow easy and smooth.
Reporting and Analytics: Understand the performance of sales and the behavior of the customer.
15. Web Engage
WebEngage is a full-fledged customer engagement and retention platform.It helps businesses provide cross-channel personalized experiences and enables marketers to have a single view of customer data for the design and execution of targeted campaigns for growth and loyalty.
Key Features:
CDP: Collect, unify, and segment the customer data coming from multiple sources to provide a 360-degree view of every user.
Omnichannel Engagement: Personalized messaging through web, mobile, email, SMS, or even a push notification.
Campaign Orchestration: This feature will automate any intricately complex customer journeys or send prompt, behavior, and preference-aligned interactions with customers.
Web and application personalization: Tailor personalized engagement on your web application or even on a mobile application- increase engagement and conversions.
AI-powered insights use machine learning to discover hidden patterns and optimize marketing strategies.
Why Customer Experience Tools?
Better Customer Satisfaction
Customized Experiences: By using CX tools, you are able to craft experiences as per the unique needs and demands of your customers.
You can identify and fix the issue of customers before things get even worse.
Hence, you can easily ensure efficient problem-solving for your customers, and their irritability too is reduced to a huge extent.
Better Customer Loyalty
Positive Brand Perception: Consistency in quality delivery to make users trust and loyal to brands.
Stronger Relationships among Customers: Build closer customer engagements through personalization.
Higher Customer Retention Rate
Increase Profitability and Revenue Streams: Keeps a satisfied and loyal customer base.Â
Customer Lifetime Value: Keep customers for the long run, so it is the longevity.
Sales and Upsell Capabilities: Cross-sell to upsell.
Decreasing customer acquisition costs: Reduce the cost of acquiring new customers by concentrating on your clientele and natural expansion.
Data-Driven Decision Making
Data driven Insights: Complete knowledge about customer behavior and preferences.
Data-Backed Strategies: Data-driven analysis to make informed decisions. Optimized Customer Journey: Identify and eliminate all pain points in the journey.Â
Competitive Advantage
Differentiation: Distinguish from the competition through remarkable customer experiences.
Market Leadership: The business must be at the leading edge of innovation concerning CX technologies.
Proper usage of CX tools releases a relationship a business owns with customers. This is a guaranteed source of satisfaction and loyalty, resulting in revenue creation.
How to Choose the Right CX Tools?
The degree to which a business will be positioned to deliver great experiences would entirely rely on the selection of the right CX tools. Among some of the most significant considerations that ought to receive attention are listed below:
1. Identify your Business Needs
What do you want to achieve with the tools? Do you want to serve more customers? Reduce churning, or increase sales?
Assess the status quo. Identify where the biggest pains are and where tools like CX could make a difference.
Team: Consider how much experience your technical people have in using any of the given tools or learning a new one.
2. Compare Your Options
Tools To Research: Understand what are the different CX tools you can use and what exactly each of them can be used for. It makes sense to consider things in terms of cost, simplicity, scalability, and even the number of integrations.
Features: You may choose features that are expected to align with your desired needs to meet the purpose of your business goals.
Budget: You are ready to know your budget. You decide the tool you are going to use according to that budget.
3. Key Feature Evaluation
Customer Feedback and Surveys: Customer feedback is collected and analyzed to learn how the areas need improvements.
Live Chat and Chatbots: Live customer care; interaction is automated.
Social Media Listening: Customer sentiment is collected from all the social media channels with replies to queries.
CRM Integration: Connecting directly to your CRM so that you can see it through and through about a single customer.
Analytics and reporting: Track key performance indicators along with understanding their behavior towards it.
AI and Machine Learning: Use AI-driven features to automate tasks and help in better decision-making.
4. Vendor Reputation and Support
Vendor Reputation: Reputation of the actual vendor, customer review on it, and cases they have solved in the past.
Customer Support: Availability to provide customer support or a hotline for customers using vendors like phone, e mail, and live chats for solving issues.
Training and Onboarding: The vendor needs to be well-trained and supported so that you can best leverage the tool.Â
5. Test and Pilot
Test small: First start testing with a pilot for a tool and its implication to your business.
Get the feedback: Gather all your team and customer feedback about your CX strategy. That would help identify changes and improvements.
Iterate and refine: Based on all those insights from the pilot, continue to refine the strategy for CX.
6. Integrate and Optimize
Integrate with other systems: It must work well with your CRM, marketing automation, etc.
Optimize workflows: Work on making it more streamlined and automated so that procedures will be done efficiently.
Monitor and analyze: Monitor how your CX tools are working and adjust accordingly.
And that is how you go about selecting the right CX tools for the job that will boost your customer experience and your business as well.
That's A Wrap
By using CX strategically, businesses shall be well-positioned to enhance customers’ experiences while bringing on board loyalty that will engender sustainable growth.
Today, in this competitive scenario, great customer experiences have become no more a privilege but a requirement. Such tools can help companies to be better placed at the curve and deliver unmatched value to their customers.
