Name: Customerly
Brand: Customerly
Rating: 4.9 (389 reviews)

Improving the customer experience (CX) should be a top priority for every business.

Studies show that companies that focus on CX see revenue increases of 80% and profit increases of 60%. On top of these very compelling monetary reasons, customers also expect it—80% see “experience” as equally important as product or price.

In this Customerly guide, we’ll be introducing you to five customer experience management tools that you can use to reap the rewards of a customer-centric business.

Ready? Let’s go.

What Are Customer Experience Management Tools?

Customer experience (CX) is a customer’s, client’s, or user’s perception of your company. Customer experience management (CXM) tools help businesses understand, analyze, and improve that perception.

There isn’t one single feature or method they use to do this. Instead, they typically use a combination of:

Feedback collection and analysis tools
Analytics and reporting tools
Data visualization and insights platforms
Survey and research technologies
Chatbots, AI, and automation services

The goal of these tools is to transform the nuances of customer experiences into actionable insights—whether that’s through tracking customer preferences, identifying areas of improvement, or understanding customer sentiment.

Why Are Customer Experience Management Tools Important?

Increase Customer Satisfaction

Customers today have higher expectations than ever before, and it’s becoming increasingly difficult to compete with businesses in terms of product or service quality.

CXM tools can help bridge this gap by providing insights into customer preferences that enable companies to create better experiences tailored to individual customers.

Reduced Customer Churn

Want to reduce customer churn? CXM tools can help here, too.

For starters, improving customer support quality and speed by streamlining or enhancing your internal processes is an easy way to your customers’ hearts.

On top of that, the analytics that CXM tools make it much easier to notice friction points, bottlenecks, and drop-off points that are regularly leading to churn. Take action to fix these issues, and you’ll see fewer customers churn—simple!

Track the Success of Your Efforts

Success can be hard to quantify—but CXM tools make it easier.

By having real-time insights into customer behavior, companies can keep tabs on their successes and determine where to best focus their resources for maximum efficiency. This helps businesses measure ROI from customer experience investments and ensure that their efforts are effective.

5 Best Customer Experience Management Tools

In a rush? Here’s the TLDR version:

Customerly: Best for Acquiring, Supporting, and Satisfying SaaS Customers.
Crisp: Best for Seeing Through the Eyes of Customers.
HubSpot: Best for Customer Portals.
Adobe Experience Manager: Best for Enterprise-Level Personalization.
Contentsquare: Best for Finding & Fixing Issues.

Now, onto the full list!

1. Customerly

Best for Acquiring, Supporting, and Satisfying SaaS Customers.

Customerly integrates helpdesk, CRM, marketing automation, and feedback management tools into a single platform to help businesses create more personalized experiences. It’s an all-in-one platform with a simple goal—to bridge the gap between you and your users.

You can use Customerly to send custom or pre-built surveys via chat and email, build complex funnels to target customer segments, set live chat triggers to increase customer engagement, and segment your customers into groups for better understanding.

Plus, Customerly offers detailed reports and analytics to help you optimize your support teams—ensuring that everyone is delivering the stellar support your users are after.

Key Features

Marketing Automation: Build complex, multichannel marketing funnels to streamline the customer journey.

Intelligent Live Chat: Set triggers and routing rules, automate messages and canned responses, and chat with full customer context (a feature that WeShoot named as one of their favorites on the platform).

Segmentation: Build custom CRM lists to use in analysis, experiments, and marketing campaigns.

Surveys: Create valuable customer feedback using custom or pre-built surveys and metrics (e.g., NPS, CSAT, etc.).

Analytics & Reports: Track team and agent performance to systematize and universalize the customer experience.

Pricing

Customerly offers a free that gives 1 user access to core features like live chat, helpdesk, shared inboxes, and up to 100 interactions.

Need more advanced features? We have four plans designed for larger teams with pricing based on the users, interactions, and features you need.

Essential ($7/month) supports 3 teammates and up to 1,000 interactions. It’s a great starter plan for small teas and solopreneurs. Startup ($39+/month) gives 6+ teammates 10,000+ interactions to work with, plus access to our marketing automation and CRM tools.

Pro ($82+/month) starts at 10 teammates and 20,000 interactions, while Enterprise ($249+/month) starts at 15 teammates and 50,000 interactions. Both plans offer full access to the platform.

Pros & Cons

Pros

Powerful marketing automation tools.
Full customer context for support and engagement.
No per-agent pricing model.
Great free plan.
Range of surveys for understanding customers.

Cons

Fewer integrations than some other tools.

2. Crisp

Best for Seeing Through the Eyes of Customers.

Crisp is a business messaging platform for startups and SMBs.

The tool combines CRM, live chat, shared inboxes, and ticketing into a single tool, centralizing a wide range of processes under one roof. However, the standout feature is co-browsing—a plugin-free feature that allows you to browse your store (or the web) alongside your customers.

While it may sound like a gimmick, this feature makes it much easier to empathize with customers, uncover hidden issues, and offer meaningful solutions.