Customer service
December 28, 2020

These are the 13 best customer experience software tools

Pim de Vos
Pim de Vos

Customer experience software is an essential investment for any business that is (in part) active online. Because there is no easier way to set yourself apart from your competition than by putting together an amazing customer experience.

Think about it. When is the last time you told a friend about a really good product? Or a really low price? Sure, it happens. Sometimes. But what you really tend to talk about a lot with your friends is a good experience. That time a customer service employee took a lot of time to solve a problem for you. Or when a website looked so good and worked intuitively too.

That’s where true value is hidden in this modern economy. The customer experience becomes a story. The story becomes invaluable word of mouth promotion.

In order to make this possible, you can apply a variety of customer experience software tools. You can find the best ones below.

Customer experience software

  1. Trengo
  2. Hotjar
  3. Mouseflow
  4. Userzoom
  5. Lucky Orange
  6. Contentsquare
  7. Smartlook
  8. Userpilot
  9. Listen360
  10. Apty
  11. Helphero
  12. Nicereply
  13. Surveylegend

1. Trengo

Trengo is an omnichannel inbox – which is an inbox that you connect all your channels to: from WhatsApp and Facebook Messenger to email, voice, and live chat. You can work together on customer conversations with your team and create a unified experience across channels.

Trengo’s customer experience also enables you to create your own help center. Especially in a time where customers are growing fond of self-service, this is very useful. You can write articles with answers to frequently asked questions and put the link on your website. This helps you to improve the customer experience and takes away some pressure from your customer service team.

2. Hotjar

With Hotjar, you get direct insights into the online experience of your customers. You can go deeper than the numbers, by recording entire sessions from your website visitors. This gives you the opportunity to see how they behave. Where do they click? How far do they scroll? Where do they get stuck?

With Hotjar, you can also easily add surveys to your pages. This way, you could ask customers whether they found what they were looking for on the page.

3. Contentsquare

With Contentsquare, businesses can analyze their digital customer experience. Via the software, you can see how your content is really performing. Learn what the customer journey truly looks like, instead of how you put it down on paper. How are visitors interacting with your content? This helps you to improve your website and enable a strong CX.

4. Mouseflow

Instead of having to look at dizzying quantitative data, you can use Mouseflow to look at the humans behind those numbers. With heat maps and recorded website sessions, you can have a deep look into your customer’s behavior.

By using their form analytics, you get insight into the performance of the forms on your site. You can learn which fields take the longest to fill in, creating the opportunity to improve your conversion rate.

5. Userzoom

With Userzoom, you get access to insights that help you improve the user experience of your website. It’s easy to measure UX performance and compare it to how your competitors are doing in that field. With this information, it becomes easier to make decisions about the design of your product. Because data > gut feeling.

6. Lucky Orange

In Google Analytics, digital marketers can easily get a quick look at their website traffic, which pages get the most visits, and where the bounce rates are highest. But in the end, it’s all numbers. Just as Hotjar, you can create heat maps to look beyond the number and get a feel for their behavior.

7. Smartlook

With Smartlook’s customer experience software, you can analyze your website visitor’s behaviour on your website from up close. With their analytics, you can find patterns in the behavior that help you to improve the customer experience. For example, you can map out your entire customer journey and see exactly where visitors tend to drop out.

8. Userpilot

When you want your customers to quickly get acquainted with your product, product tours can be a useful solution. With Userpilot, it’s easy to create them yourself, even without coding or design skills. You can create different tours based on a persona (such as industry or number of employees) and where they are in their customer journey (are they in their trial period or loyal customers?).

9. Listen360

In order to know how to create a strong customer experience, you need feedback. It can be tempting to follow your gut feeling about the way you design your product, but in the end, it’s always about the customer. And your gut feeling and customer’s opinion aren’t always going to be the same. That’s why with Listen360, you can collect feedback from your customers.

When you receive feedback and have to move fast (when you get a complaint, for example), you’ll get a notification. Now your customer service team knows which customer inquiries should be prioritized. With daily reports at the end of your workday, you get a complete overview of how customers view your business and what aspects you can improve upon.

10. Apty

Apty is another company that offers a software adoption tool. Especially for SaaS businesses, it can be challenging to turn trial customers into loyal customers. In this day and age, customers have little patience to get accustomed to a new tool. That’s why you can create product tours and self-support sources with Apty to shorten the introduction period.

11. HelpHero

Helphero is another tool that makes it easier to onboard customers. Their product tours are also useful for introducing new features to existing customers, helping to reduce the pressure on your customer support team.

You can easily put the product tours together yourself. You don’t need any type of coding skills, which means your developers won’t need to spend any extra time.

12. Nicereply

With Nicereply, you can collect feedback from your customers. You can pick from one of the three most used customer satisfaction surveys: CSAT, NPS, and CES. With Nicereply, there’s no need to send extra emails to your customers. You can simply add the surveys to the signature of your email so that customers can decide when they want to fill them in.

A nice extra: Nicereply also offers a solution for surveys that aren’t finished. Because that happens a lot. A customer starts on a survey, gets distracted, and forgets to finish it. But with Nicereply, even the answers to surveys that don’t get finished get saved.

13. SurveyLegend

Organizations that create surveys to collect feedback about their customer experience, tend to forget that those surveys also become a part of that experience. That’s why you can create good looking surveys with SurveyLegend’s customer experience software. With easy-to-use drag and drop blocks, you can fit the surveys right into your branding.

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