Identifying and fixing customer pain points is one of the most important strategies in customer experience management. Why? Because 94% of customers say that a positive customer service experience increases their likelihood of making another purchase from the same company.

A customer experience management software tool consolidating various communication channels will help you address customer issues more efficiently. It will also provide comprehensive insights and support to manage the entire customer journey, focusing on personalized experience.

If you're unsure which customer experience management tool to choose, don't worry—we prepared a list of our top 6 choices to help you decide.

See more: How To Respond To Customer Inquiries Efficiently

6 best customer experience management tools

Glassix

Our customer communication management software is the ultimate tool for busy teams looking to upgrade customer support. Its design makes it straightforward, customizable, and highly effective. This omnichannel customer support software enables smooth channel transitions while preserving data and conversation history.

Glassix distinguishes itself from other omnichannel customer service platforms by being autonomous and agile. Support agents and tech-minded users can expand the platform to craft a unique customer experience. Finding another tool with this degree of flexibility and customization is hard.

Features

• AI-powered unified inbox: Glassix consolidates messages from various channels into one hub. The user gets customer communications from sources like WhatsApp, SMS, Apple Messages for Business, social media and email in a single, streamlined inbox.
• Conversational AI with GPT-4 integration: The platform uses the advanced capabilities of conversational AI and couples it with the powerful GPT-4 engine to mimic human-like interactions.
• Auto-suggested replies: Agents can use real-time reply suggestions provided by natural language processing (NLP) for quick and accurate responses.
• Automatic tagging of conversations: Glassix automatically tags conversations and assigns them categories, making it much easier to organize, prioritize and retrieve customer interactions.
• One-click conversation summaries: Agents can generate concise overviews of customer interactions with a single click to quickly understand customer issues and requests and follow up on them.
• Human-to-bot, bot-to-human handoff: The transition from bots to human agents and vice versa is smooth, and the conversation flow goes undisrupted. With this feature, human agents can leave routine or repetitive queries to bots, having more time to focus on complex customer issues. They can also smoothly take over a conversation when it exceeds the bot's capabilities.
• Automated in-depth reporting and BI: A visual dashboard displays real-time updates of customer data from across channels. It lets you get insights with report scheduling, Microsoft power-BI and Excel-based reporting.
• Drag-and-drop chatbot flow builder: The intuitive interface lets you easily build and customize chatbot flows even if you don't know anything about coding. It also offers a library of useful templates to get you started.
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Pricing

You can explore our tool for free. Sign up for a 30-day free trial – no credit card required. We offer discounts for annual subscriptions: 15% off the Starter plan and 20% off the Growth plan.

Our pricing model is friendly for growth, and our packages reflect that. Ranging from only $49 per month for one user to $130 for two users, Glassix is with you every step of the way on your growing journey.

Once your business grows to enterprise level, we will customize the plan tailored according to your requirements.

User ratings

With a 4.9/5 score on Cappterra and a 4.8/5 score on G2, Glassix is one of the top-rated customer experience management software tools. 

Here's an in-depth review from management assistant Belinda B.

Front

Front is a customer communication management platform merging email and CRM functionalities. The tool streamlines client messaging and team collaboration by centralizing messages across channels and providing real-time insights.

This customer service automation software offers features like AI-powered automation, advanced reporting and instant messaging to enable more efficient work of customer service teams.

Features:

• Omnichannel inbox: Offers a unified, multichannel inbox for streamlined communication.
• Knowledge base: Provides users with self-service tools to resolve issues independently.
• Collaboration: Enhances team coordination and alignment for quick issue resolution.
• AI-enhanced live chat: Automatically handle simple queries with AI chatbots or provide live chat support.
• Workflow automation: Improves communication management and efficiency by using automated workflows.
• Analytics tools: Monitors metrics, evaluates performance and generates reports to inform decisions and enhance customer experience.
• Integrations and APIs: Allows you to connect various third-party tools like HubSpot, Jira, Salesforce and more.
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Pricing

Front offers four pricing tiers:

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• Starter: $19 per seat per month, appropriate for small teams.
• Growth: $59 per seat per month, enabling support workflows and improved performance.
• Scale: $99 per seat per month, providing complete workflow flexibility and advanced user management capabilities.
• Premier: $229 per seat per month, offering the highest level of service with enterprise-grade features.
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You can also select optional add-ons, like AI answers, available from the Growth plan onwards but you have to pay extra for them.

User ratings

Front ratings are 4.7 on G2 and 4.5 on Capterra. 

Here's detailed feedback from Carlos Mario S., a team leader in the logistics and supply chain company.

See also: Front alternatives

MessageBird

MessageBird is a customer experience platform that aims to increase support efficiency and lower costs through AI-powered self-service features.

The platform offers AI ticket management, enabling swift issue categorization. AI-generated responses allow support teams to concentrate on more complex customer inquiries.

The tool also features a customizable help desk and provides reporting and analytics tools.

Features

• AI ticket management: Enhances issue classification with tags, AI-generated responses and automated dispatch rules to optimize customer interactions.
• Customizable help desk: Automates ticket assignments adjusting them to agent skills, workload or preferred channels.
• AI co-pilot: Crafts personalized replies and provides agents with contextual information about customer interactions
• Reporting and analytics: Delivers detailed dashboards and performance metrics to monitor ticket volume trends, team efficiency, and operational improvements with real-time insights.
• Integrations: Connects with various third-party tools including OpenAI, Woocomerce, Slack, Pipedrive and Airtable.
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Pricing

Bird's pricing is based on the number of monthly contacts (including all features). Here's what it can look like:

• 3,000 contacts: $45/month
• 10,000 contacts: $100/month
• 20,000 contacts: $185/month
• 40,000 contacts: $355/month
• Over 50,000 contacts: custom
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Bird offers a free demo but no trial period.

User ratings

Bird has received 4.5 stars on Capterra and 4.2 stars on G2. 

Here's an opinion from a verified reviewer on Capterra:

See also: MessageBird alternatives

Zendesk

Zendesk is a customer experience management platform that equips your team with essential tools, insights and context to respond to customer queries effectively and deliver personalized service across all channels.

Its generative AI features can summarize lengthy queries, generate articles for self-service options, and enhance replies from human agents. 

Zendesk supports connected conversations across various customer platforms. It also allows businesses to integrate all data sources, giving representatives access to all relevant customer information during interactions.

Features

• Unified agent workspace: A single interface to manage and respond to customer inquiries across all channels.
• AI and bots: Zendesk provides instant answers, writes articles, summarizes queries and suggests replies.
• Ticket management system: This system handles customer support tickets in one place and has access to the entire history of customer interactions. The system prioritizes and directs requests to the appropriate agents according to their specialization.
• Live chat and social media integration: Offers real-time customer support via live chat (WhatsApp, WeChat, Slack, etc.), voice, email and social media platforms.
• Analytics and reporting: Features a pre-built analytics dashboard to track performance and customer satisfaction ratings.
• Scalability and customization: Offers upgrades and add-ons to accommodate business growth and specific needs.
• Team collaboration tools: Enhances team collaboration through workflows, triggers, and routing, ensuring efficient coordination among support team members.
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Pricing

Zendesk offers four pricing plans:

• Suite Team: $69/agent/month for teams needing essential features.
• Suite Growth: $115/agent/month, providing advanced options for growing businesses.
• Suite Professional: $149/agent/month for companies requiring additional features and in-depth, customizable analytics.
• Suite Enterprise: Custom pricing for large-scale companies.
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Annual billing saves $14-34 per agent per month, depending on the plan.

User ratings

Zendesk ratings are 4.4 on Capterra and 4.3 on G2. 

Adam G., a senior technical solutions specialist, shares his opinion:

See also: Best Zendesk alternatives

Freshdesk

Freshdesk is a customer service platform developed by Freshworks. It provides businesses with effective customer relationship management tools, offering a unified platform to handle customer queries and interactions across multiple channels. It also provides collaboration features and analytics.

Features

• Ticketing: Includes team inbox, agent collision detection, SLA management, a thank you detector and ticket field suggestions.
• Collaboration: Improves team collaboration using linked tickets, parent-child tickets and shared ticket ownership.
• Omnichannel integration: Allows users to contact you through chat, email, phone, social media, WhatsApp or submit tickets directly on the website.
• Automation: Lets you assign emails and chats to agents, automate ticket dispatch and event-driven automation and set up time-triggered maintenance tasks.
• Self-service: Enables customers to find help independently with a help widget, automatic solution suggestions and an AI-powered chatbot.
• Analytics: Measures customer satisfaction and generates custom, detailed reports to better understand agent performance.
• Customization: Allows you to personalize the portal, ticket forms, agent roles, objects, apps, and URLs. You can also segment customers to tailor support.
• Security: Utilizes custom SSL certificates, IP and network restrictions and identity and access management features.
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Pricing

The complete Freshdesk customer service suite offers three pricing plans:

• Growth: $35 per agent per month, ideal for growing businesses.
• Pro: $83 per agent per month, designed for high-performance teams.
• Enterprise: $131 per agent per month, suitable for companies needing enterprise-level support.
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Choosing annual billing saves approximately 20%. The Freshchat, Freshdesk, and Freshcaller modules can be purchased separately.

User ratings

Freshdesk got 4.5 stars on Capterra and 4.4 on G2. 

Here's an opinion by Michael P., a product support specialist.

See also: Best Freshdesk alternatives

Intercom

Intercom is a customer experience software that offers an AI-driven shared inbox, speeding up response and resolution times. It ensures omnichannel customer support across email, social media, and website chats within a single integrated inbox.

The platform includes Fin AI, a bot that uses language models to deliver natural, human-like interactions on platforms such as WhatsApp, SMS and Intercom Messenger. This function allows businesses to engage with customers wherever they are and provide precise, contextually relevant, and human-like support.

Features

• Unified platform: Integrates apps, automations, customer data, and reporting to enable comprehensive oversight of customer activity and ticket data.
• AI bot (Fin): Provides authentic responses based on the business's help center, creates summaries, auto-fills information, adjusts tone, supports rich media in conversations, and targets customers with relevant content.
• Automated workflows: Support action-triggered automation, including bot-to-human handoff, with a no-code visual builder for setting up custom workflows.
• Proactive support: Foresees customer needs and issues, responding with in-context automated messages such as chats, banners, and usage tips.
• Analytics and reporting: Gathers valuable customer behavior and preferences data, providing insights to optimize customer experience and enhance satisfaction.
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Pricing

Intercom offers a 14-day free trial. After that, you have three pricing plans to choose from:

• Essential: $39 per seat per month
• Advanced: $99 per seat per month
• Expert: $139 per seat per month
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The Fin AI Agent costs an additional $0.99 per resolution.

User ratings

Intercom scores 4.5 on both G2 and Capterra. Here is an opinion from Jacob C., the Head of Customer Success at a telecommunication company.

See also: Best Intercom alternatives

Customer experience management tools: What to look for

Here are the criteria you should consider when selecting the customer experience management software for your company:

• Key features: Effective customer experience management tools should unify communication and offer robust omnichannel chatbots, ideally with a smooth transition between them and human agents. AI enhancements and automation capabilities are also valuable.
• Integrations: The platform you choose for managing customer experience should smoothly integrate with various systems and solutions you use, such as CRMs and communication apps. For example, if your customers prefer to contact you via WhatsApp, make sure your new CX tool offers a WhatsApp widget.
• Pricing: Review general pricing information and be aware of potential hidden costs, such as additional modules or add-ons needed for full functionality.

Best customer experience management tools: Comparison table

Ready to transform customer experience?

Selecting the right CX management software is crucial for any business aiming to upgrade customer loyalty and satisfaction. With a tool offering automations, analyzing customer feedback and helping you to contact customers on different channels smoothly, you're sure to boost engagement and take customer experience to a new level.

Don't take just our word for it – sign up for Glassix 30-day free trial and watch how your business grows with our tool.

FAQs

What is a customer experience management tool?

A customer experience management (CXM) tool is software designed to assist businesses in overseeing, analyzing, and improving their engagements with customers across multiple touchpoints. These tools aim to deliver a seamless, personalized, and cohesive customer experience, ultimately improving customer satisfaction and loyalty. Key functionalities of CXM tools include: Multi-channel integration Customer feedback management Analytics and reporting Personalization Workflow automation Real-time engagement Collaboration tools Customer segmentation Integration with other systems

What is the CXM strategy?

Customer experience management (CXM) strategy is an organization’s systematic plan and approach to develop, manage, and improve interactions and relationships between the company and its customers. A well-executed CXM strategy is essential for fostering customer engagement, increasing retention rates and driving business growth. By creating positive and memorable experiences, the brand differentiates itself in the marketplace.

What is the role of CXM?

The role of Customer Experience Management (CXM) is to ensure that every customer interaction with a company is positive, consistent, and aligned with their expectations. CXM has several key functions in an organization: Enhancing customer satisfaction Driving loyalty Increasing customer lifetime value Improving brand reputation Reducing churn Enhancing employee engagement Driving business growth Gaining data-driven insights Overall, CXM is integral to fostering a customer-centric culture within an organization and making sure that customer experience remains a top priority.