How do you know if your target audience is getting optimum experience, through feedback; data analytics? Well, you’re right! You can measure user satisfaction through feedback. This process is highly essential for organizations in order to make well-informed decisions when it comes to optimizing the experience of customers, employees, stakeholders, and/or end-users. Since it’s a complicated process, there is a number of experience management software ready for use in your system to streamline the action.
Discover an easier way in collecting and analyzing customer feedback related to your business metrics using these experience management software tools.
14+ Experience Management Software
1. Qualtrics Customer Experience
6. Wootric Customer Experience
9. FocusVision Decipher
11. SurveyMonkey CX
12. Astute VoC
13. Frame AI
What Is Experience Management Software?
Experience management software consolidates feedback from a specific target audience. Using this feedback, you can deliver actionable insights and follow-up steps to complete the data cycle. This software also helps organizations manage the four core experiences of a business — customer experience, employee experience, brand experience (brand management), and product experience. Moreover, this also serves as an essential tool for organizations to manage cost and budget, communicate and make decisions, and, other administrative duties.
Experience management software aid the process in measuring the satisfaction of a target audience. Through this software, you can manage customers’ or users’ feedback. Then, with satisfaction levels determined during the data analytics procedure, you can predict client or employee retention, loyalty, and product repurchase rates. The data gathered from surveys (or feedback) will help you make informed decisions in recreating or improving the quality of the experience.
Further, since experience management software products can gather large data sets at once, they can help accurately measure customer/user experience and solve problems or gaps in your experience management process. Also, this action takes an individualized approach in gathering client feedback. As such, this software also allows you to analyze individual comments in survey free-text fields for more qualitative data.
Some, if not most, experience management software products may focus on a specific area (e.g., product reviews, consumer feedback, testing and optimizing customer success, or providing client-centered content across digital platforms). Regardless, here are the remarkable features of these software products:
– Multi-channel feedback collection (i.e., surveys, SMS, social listening, in-app polls, etc.)
– Product usage analytics
– User/customer experience profiles
– User/customer experience and activity dashboard
– AI-powered analytics and recommendations
– Churn risk scoring
– Mobile applications and dashboards
Top 10 Experience Management Software
This software product was launched in June 2006. Available in web-based, android, and iPhone/iPad platforms, Hubspot provides data analytics, lead management, and more. Most of the features are free.
They have 883 million USD revenue and more than three thousand employees.
LiveAgent was established back in 2004. This software product is available in Windows, Mac, Linux, Android, and iOS, etc. Features include real-time chat, customer portal, knowledgebase, forum, etc. With their exceptional features, LiveAgent generates $3.6M in revenue, and, has 50 employees keeping the company running.
Qualtrics was founded in 2002 and is used by the world’s most iconic brands for its feedback collection capabilities. It also has Ad-hoc market research studies, customer effort scoring, the voice of the customer features, and many more.
Because of the quality user experience they provide, they are able to generate 723 million USD and have 3,300 employees.
GENESYS was founded in 1990 to offer customer service solutions for contact centers, IT, marketing, sales, and small business. Their success is reflected in their revenue of 2 billion USD, with 5,935 employees keeping the company running.
This customer and employee experience management company was founded in 2001. Medallia offers a cloud-based platform for customer experience with data collection, benchmarking, customer recovery, and data integration features. They have $402M of revenue and 1,500 employees.
Clicktale was founded in 2006 to offer small to large enterprises experience analytics platforms for Web, mobile, and applications. It also provides a web analytics platform that analyzes user behavior and provides up-to-date website features.
Clicktale has a revenue of $3.5M, more than 800 employees, and 12,000 users.
SAS customer experience management platform provides a variety of solutions like Intelligent Advertising, Marketing Automation, Marketing Optimization, and Real-Time Decision Manager. Features include creating and maintaining complete customer profiles. More importantly, it can consolidate data into a single view for the customer.
SAS Institute has a revenue of US$ 3.1 billion (2019) and 13,939 employees as of 2020.
Founded in 2009, Sprinklr provides a cloud-based platform for products like Social and Messaging Suite, Advertising, Marketing, and Research. Its prominent feature includes data consolidation from social media. And, it can be used on any device.
Sprinklr has a revenue of $100.2M and more than 1,500 employees.
9. Adobe Experience Manager
Adobe Experience Manager was initially released on October 24, 2012. This experience management platform is an open and extensible solution and it offers intelligent tools and services. Features include customer location mapping, customer data platform, and data governance, among others.
Adobe Experience Manager has 1M to 10M dollars in revenue and 10-50 employees.
10. IBM Tealeaf and Customer Experience Suite
This is a digital customer experience software powered by artificial intelligence. Founded in 1999, IBM offers small, medium, and large businesses with customer experience suite with features, including creating dynamic content, connecting with customers, improving collaboration, and analytics.
IBM has $77.15B revenue and 106 employees.
What Is the Ideal Number of Questions for a Customer Satisfaction Survey?
Often, a survey would be better off having 6 to 8 questions than with 5. This will help yield more accurate and useful customer satisfaction data.
Why Is Customer Experience Management Important?
The customer experience management (CEM/CXM) approach or customer relationship management (CRM) helps boost revenue with incremental sales from existing customers and new sales from word of mouth. Another reason for undertaking CEM is to improve customer loyalty through memorable customer interactions.
What Is Customer Experience?
Customer Experience (CX)is everything that has to do with a business that affects a customer’s views about it (e.g., service, product, interaction, purchase, etc.). CX is focused on the relationship between a brand and its customers.
From small and medium to large business enterprises, entrepreneurs can benefit from experience management — the discipline of understanding customers and developing strategies for a customer-centric culture, thereby improving satisfaction, loyalty, and brand advocacy. With its superior offers, experience management software is your go-to software tool in skyrocketing your business metrics. As we all know, metrics play an important role in helping businesses meet customer’s requirements and boost operational performance (business activity).
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