The Best Customer Experience Management Software in 2021

Customer loyalty commands exponential value.

We reviewed the best customer experience management software of 2021 to elevate your business.

Here’s our evaluation methodology in a nutshell:

  1. We researched the market to identify what businesses need.
  2. We checked thoroughly the available solutions.
  3. We evaluated the pricing plans and overall value for money.

Ready to truly attend to your customers’ needs? Find the best CX software from the list below.

Customer Experience Management Software in 2021

1. HubSpot Service Hub

Take a holistic approach to customer experience with HubSpot’s comprehensive set of tools. From integrating ticketing channels to bringing customer data together, the HubSpot Service Hub is a well-rounded, feature-rich solution, perfect for scaling up your customer support. FULL REVIEW

  • Robust customer experience software
  • Multiple ticketing channels
  • Automations
Try Now

Show More

Take a holistic approach to customer experience with HubSpot’s comprehensive set of tools. From integrating ticketing channels to bringing customer data together, the HubSpot Service Hub is a well-rounded, feature-rich solution, perfect for scaling up your customer support. FULL REVIEW

Free trial

Completely free version

Deployment

Cloud

Analytics

Advanced

Customer journey analytics

Basic

2. Zendesk

The world’s favorite customer support software integrates seamlessly with all communication channels and boosts agent productivity in a snap. It’s also easy to set up and use and it offers a robust set of functions. What more could you ask for? FULL REVIEW

  • Feature-rich
  • Easy setup and navigation
  • Multiple languages and brands
Try Now

Show More

The world’s favorite customer support software integrates seamlessly with all communication channels and boosts agent productivity in a snap. It’s also easy to set up and use and it offers a robust set of functions. What more could you ask for? FULL REVIEW

Free trial

30-days

Deployment

Cloud

Analytics

Advanced

Customer journey analytics

Advanced

3. Adobe Experience Manager

The Adobe Experience Manager takes digital experiences to the next level. With smart content management and extensive automation, it helps you deliver tailored experiences across every channel. From web pages to apps and even enrollment functionality, the Experience Manager checks many boxes and optimizes your performance like never before. FULL REVIEW

  • Full-featured digital asset management
  • Content personalization and automation
  • One-stop-shop platform
Try Now

Show More

The Adobe Experience Manager takes digital experiences to the next level. With smart content management and extensive automation, it helps you deliver tailored experiences across every channel. From web pages to apps and even enrollment functionality, the Experience Manager checks many boxes and optimizes your performance like never before. FULL REVIEW

Free trial

No

Deployment

Cloud

Analytics

Basic

Customer journey analytics

Basic

4. Acquire

Acquire.io offers an impressive, all-in-one customer support platform that unifies communication channels and helps you better understand your clients. With Acquire, your agents can see all customer information and interactions in a single location and communicate across live chat, voice, and video. The advanced analytics give you an insight into customer satisfaction and team productivity, and there is even a no-download co-browsing solution that helps you guide clients much easier. FULL REVIEW

  • One-stop-shop platform
  • Multi-channel support
  • Unified customer view
Try Now

Show More

Acquire.io offers an impressive, all-in-one customer support platform that unifies communication channels and helps you better understand your clients. With Acquire, your agents can see all customer information and interactions in a single location and communicate across live chat, voice, and video. The advanced analytics give you an insight into customer satisfaction and team productivity, and there is even a no-download co-browsing solution that helps you guide clients much easier. FULL REVIEW

Free trial

Demo

Deployment

Cloud

Analytics

Advanced

Customer journey analytics

Advanced

5. Satmetrix

Satmetrix is a data-driven customer experience platform that integrates feedback to deliver actionable advice for improvement. It’s one of the few data-backed tools that help you scale and improve client satisfaction by recognizing the pain points. With Satmetrix, you can proactively build a top-notch customer experience to retain clients and win over prospects. FULL REVIEW

  • Integrated feedback management
  • Actionable insight
  • AI-powered data analysis
Try Now

Show More

Satmetrix is a data-driven customer experience platform that integrates feedback to deliver actionable advice for improvement. It’s one of the few data-backed tools that help you scale and improve client satisfaction by recognizing the pain points. With Satmetrix, you can proactively build a top-notch customer experience to retain clients and win over prospects. FULL REVIEW

Free trial

Demo

Deployment

Cloud

Analytics

Advanced

Customer journey analytics

Advanced

The Best Customer Experience Management Software – Analyzed & Ranked

You want to keep your clients happy, loyal, and ready to advocate for your brand? In that case, designing quality customer experiences is a must.

Customer experience management software helps you maintain high customer satisfaction and keep improving based on feedback.

In short: 

These platforms ensure every interaction you have with your customers is a high-quality one. 

But how do you pick the best CX software for your company?

To help you out, we’ve gathered the best customer experience management software of 2021. Check them out and start your research from there:

The Best CX Software for 2021 - Detailed Reviews

HubSpot Service Hub
HubSpot Service Hub
HubSpot Service Hub

BEST FOR STARTUPS & SCALING

Starting at
$ 45 /mo
  • Free trial Completely free version
  • Deployment Cloud
  • Analytics Advanced
  • Customer journey analytics Basic
  • Robust customer experience software
  • Multiple ticketing channels
  • Automations
  • Proactive support
  • Team management
  • Forever free version
  • Mediocre mobile app
  • Some features are top-tier-only

HubSpot is one of the big names in inbound marketing. But is the customer experience software it developed any good?

What Is HubSpot Service Hub?

The HubSpot Service Hub brings all essential customer experience tools to the same platform. It helps you meet your clients’ expectations through:

  • Automated and self-service solutions for quick support
  • Team management for easy permission controls and availability management
  • Channel integrations to ensure messages always reach support and get an equal amount of attention
  • HubSpot CRM to track and analyze customer data
  • Proactive support tools like satisfaction surveys and customizable materials for each user

Ultimately, HubSpot integrates different pipelines to optimize your ticketing, help you scale support, and ensure your clients have the best customer experience.

Pricing 

You can get HubSpot as part of one of four plans: 

Free

The forever free plan includes all basic features—contact management, live chat support, ticketing functions, and a team email. All the tools are neatly packed in an easy-to-use layout, and you even get a reporting dashboard.

Starter

If you’re managing multiple ticketing pipelines, this is the ideal plan for you. For $50/month (or $45/month if you pay upfront for the whole year,) you get multiple pipelines and currencies, as well as simple automatons and conversation routing.

Professional 

This comprehensive set of customer experience management solutions costs $400/month (or $360/month if you pay upfront for the whole year.) You can create a knowledge base and automate the help desk for quick service. The plan also includes proactive support tools like customer satisfaction surveys.

Enterprise

Finally, for $1200/month, you get the full customer experience suite. You can manage your team, setting up permissions, user roles, and team goals. Other handy tools include the Playbook (a knowledge base with guidelines for your employees) and the single sign-on feature.

Best Features 

  • Robust customer experience management software 
  • Multi-channel integration
  • Automation tools
  • Proactive customer support
  • Team management and permissions
  • Fully functional free version

What We Disliked 

  • Team management only with Enterprise
  • Subpar mobile experience

HubSpot Service Hub User Reviews

Generally, the HubSpot Service Hub gets positive reviews from business owners and customer support managers.

Some of the key perks that users enjoy include the holistic approach of its tools and the comprehensive all-in-one functionality.

The main complaints include less-than-stellar HubSpot customer support and some issues with automation. Clients also point out that the total price of the software quickly increases, especially if you opt for any upgrades.

We Recommend HubSpot Service Hub For

HubSpot is one of the most well-rounded customer experience solutions. Since there is a functional free version and the scalability is great, we think it’s an excellent option for startups and growing companies.

Zendesk
Zendesk
Zendesk

QUICK SETUP AND HIGH FUNCTIONALITY

Starting at
$ 49 /mo
  • Free trial 30 days
  • Deployment Cloud
  • Analytics Advanced
  • Customer journey analytics Advanced
  • Feature-rich
  • Easy setup and navigation
  • Multiple languages and brands
  • Stellar communication channel integrations
  • Very scalable
  • Costly
  • No free trial

This quintessential customer service software is used by 200,000 companies and counting. But is it right for you?

What Is Zendesk?

Zendesk is a customer support and sales tool that facilitates communication across phone, email, and messaging apps.

The Zendesk Support Suite stands out with comprehensive cross-channel support, an easy-to-navigate agent workspace, and stellar integrations. Zendesk is super simple to set up, and since it’s so popular, there’s also a large community and plenty of resources.

Overall, Zendesk is one of the best customer experience suite options for fast-growing companies and those who need a solid, long-lasting solution.

Pricing 

The Zendesk Support plans include:

  • Team plan for $59/agent/month (or $49 with the annual subscription) with all public apps and integrations, as well as performance tracking and analytics.
  • Growth plan for $99/agent/month (or $79 with the annual subscription) with multiple help centers, satisfaction surveys, multi-language support, and others.
  • Professional plan for $125/agent/month (or $99 with the annual subscription) with numerous perks for phone support, access to community forums, and better collaboration tools.
  • Enterprise plan for $199/agent/month (or $150 with the annual subscription) with multi-brand support, advanced dashboard features, a satisfaction prediction tool, and other custom objects for a tailored customer experience.

To ensure you’ll get the best CX software, you can test out the plan you picked with the 30-day free trial before purchasing it.

Best Features 

  • Full-featured solution
  • Easy setup
  • Comprehensive, cross-channel support
  • Intuitive workspace layout 
  • Multi-language and multi-brand support
  • Highly scalable

What We Disliked 

  • No free version
  • Pricy for all features

Zendesk User Reviews

Zendesk is one of the most popular customer experience management tools, and it’s also one of the best-liked

Users enjoy the easy setup and navigation, which improve agent productivity and boost customer support quality. They also love the resources and community you get with Zendesk—virtually every entrepreneur and their mom is using it nowadays. 

But the CEM tool is not without faults. Some of the common shortcomings that clients mention are the high prices and the lack of a free version. While most people are happy with the setup, if you have a larger team, do set aside time to get started—some users say the process was more time-consuming than expected.

We Recommend Zendesk For

Zendesk is a popular, highly scalable solution, and it’s one of the first options most companies consider. If you’re looking for a quick setup and robust functionality, this is one of the best options for you.

Adobe Experience Manager
Adobe Experience Manager
Adobe Experience Manager

BEST FOR MID-SIZE TO ENTERPRISE BUSINESS

Starting at
Get a Quote
  • Free trial No
  • Deployment Cloud
  • Analytics Basic
  • Customer journey analytics Basic
  • Full-featured digital asset management
  • Content personalization and automation
  • One-stop-shop platform
  • Creative Cloud integration
  • Enrollment functionality
  • Quote-only pricing
  • Not for small businesses

Adobe does it all, right? Let’s see what this experience managing tool has to offer:

What Is Adobe Experience Manager?

Adobe Experience Manager is a content management software that helps you market yourself and build relationships with customers. 

The digital asset management functionality helps you create personalized content and deliver it at scale. There is built-in Creative Cloud connectivity (one of the perks of choosing an Adobe tool) for easier collaboration. You can also use governance rules and automated workflows to create dynamic experiences without doing the heavy lifting. 

You can gather and organize information in the same environment and even translate pages at the click of a button. 

Adobe Experience Manager features enrollment functionality within the platform too. Overall, this is one of the most unique and full-featured digital asset CX solutions you’ll find on the market.   

Pricing 

The Adobe Experience Manager pricing is quote-only, but they’re very quick at giving you an offer. To get a quote, fill out their form, and customer support will contact you shortly.

The prices can vary significantly between businesses, so it’s hard to give you an estimate of what to expect.

This pricing strategy ensures you get a service specifically tailored to your business. A sales representative will help you create a plan with access to all the features you need, depending on your company structure and industry.

Best Features 

  • Excellent digital asset management
  • Smart automation
  • Easy content personalization
  • Enrollment functionality
  • All-in-one platform

What We Disliked 

  • Not for small businesses
  • Quote-only pricing

Adobe Experience Manager User Reviews

The Adobe Customer Experience Cloud is relatively popular among mid-size (and larger) businesses. Clients appreciate the centralized, easy-to-navigate platform that facilitates collaboration and speeds up any changes you need.

The Cloud is a one-stop solution to integrate a lot of information and optimize productivity across your marketing effort. 

But there are some problems too. Minor details aside, the chief complaint people have are the occasional crashes and lags—which can be more or less common, depending on your custom implementation. 

We Recommend Adobe Experience Manager For

The Adobe Experience Manager is an excellent consumer experience management software for mid-size to enterprise-level companies. Robust, powerful, and productivity-boosting, it’s one of the best tools you can choose for your business.

Acquire
Acquire
Acquire

BEST FOR SCALING MID-SIZE BUSINESSES

  • Free trial Demo
  • Deployment Cloud
  • Analytics Advanced
  • Customer journey analytics Advanced
  • One-stop-shop platform
  • Multi-channel support
  • Unified customer view
  • Common inbox
  • Video, voice, and live chat support
  • No-download co-browsing tool
  • Proposal-based pricing
  • No free trial

Acquire.io promises a one-stop-shop for all your customer experience needs. Do they deliver?

What Is Acquire?

Acquire is a helpdesk platform that brings the complete customer journey in the same space. It helps you create the best customer experience with: 

  • Acquire Unified View, where you can track and visualize all client data and communicate across channels
  • Unified inbox for all customer service channels where agents can easily respond to relevant queries
  • AI Chatbot to handle the bulk of repetitive questions and redirect to humans quickly and efficiently.
  • Acquire Live Chat for quick and easy support
  • Video and voice call support to humanize your support team and improve customer satisfaction
  • Co-browsing solution for secure, download-free on-screen help (bye-bye, lengthy explanations!)

Plus, Acquire’s customer experience platform integrates smoothly with a wide range of support and sales apps. You get a bunch of ready-made solutions, but you can also create custom-built integrations with APIs and webhooks.

Pricing 

Acquire used to offer a $40/agent plan with a minimum of five agents. Now pricing is quote-only and tailored to your needs. To get a customized proposal, fill out the form and the sales team will get in touch with you.

Best Features 

  • All-in-one solution
  • Unified customer view
  • One inbox for all channels
  • Video and voice call support
  • Chatbot and live chat function
  • No-download co-browsing solution

What We Disliked 

  • Quote-only pricing
  • No free trial

Acquire User Reviews

Acquire isn’t as popular as Zendesk or the other big customer experience management solutions. But the people who use it really love it.

Clients praise Acquire as a highly-functional, omnichannel platform, which makes their agents’ lives easier, and their customers’ experience better. The quick and efficient support team, as well as the handy co-browsing tool, are other common points of praise. 

One of the most frequent downsides that users mentioned before was the lack of a mobile application

But now there is one! 

You can get Acquire on iOS or Android and let agents communicate with clients, even when they’re off their workstations.

We Recommend Acquire For

Acquire is an excellent, highly scalable, and customizable product that works for businesses across industries and company sizes. That said, we think it’s best for mid-sized firms, especially those looking to grow and scale.

Satmetrix
Satmetrix
Satmetrix

BEST DATA-DRIVEN CX IMPROVEMENT

Starting at
Get a Quote
  • Free trial Demo
  • Deployment Cloud
  • Analytics Advanced
  • Customer journey analytics Advanced
  • Integrated feedback management
  • Actionable insight
  • AI-powered data analysis
  • Agent productivity tools
  • Self-service features for speedy management
  • Quote-only pricing
  • Not for small businesses
  • Steep(ish) learning curve

Satmetrix boosts client loyalty by helping you understand the full picture of their needs. But how does it stack up on the customer experience software market?

What Is Satmetrix?

Satmetrix is a customer experience management system that gathers and analyses feedback to power data-driven actions and improvement.

Satmetrix’s key features include: 

  • Real-time customer insights through direct and indirect feedback and operational metrics
  • Employee engagement boost with workflow management and collaboration features
  • Dynamic, AI-powered analytics to translate data into actionable advice
  • Self-service tools to help you set up the customer experience management platform faster than ever

Ultimately, Satmetrix is unique because it focuses on customer experience data and harnesses it to drive improvements that truly make a difference. We’re data nerds here, so we love that about Satmetrix!

Pricing 

Satmetrix pricing is available on a quote-only basis. Get a proposal (and a free demo) by filling out their form.

Unfortunately, we can’t give you an estimate for the price of this product—there are relatively few reviews online and not even a guesstimate in any of them.

You’ll have to contact the team and find out for yourself.

Best Features 

  • Integrates all customer feedback
  • Data-driven insight
  • AI and machine-learning-powered 
  • Employee productivity features
  • Self-service tools

What We Disliked 

  • Quote-only pricing
  • Not small-business-friendly
  • Steep learning curve 

Satmetrix User Reviews

Satmetrix clients praise it as the best CX software they’ve used. 

Why?

Satmetrix’s holistic approach to customer satisfaction with in-depth data analysis and insight is the main point of praise. Users also love the personal attention and commitment they get from account managers and the support team.

But is it all roses? 

No, of course not. Minor bugs and technical issues exist with any software. Other than that, the steep learning curve is the most commonly quoted downside. Give yourself time to get used to the software, ask the support agents for help, and you’ll be good to go.

We Recommend Satmetrix For

Satmetrix is a stellar tool for client retention and loyalty boosts. In fact, it’s easily one of the top customer experience companies in 2021. But is it the right one for you?

Why do we say that? 

Because customer experience is subjective

It’s all about your interaction with the client. How do you measure it? 

Satmetrix has more than a few tricks up its sleeve to help you do that. The AI-powered data analysis means you can turn the information you gathered into actionable tips for improvement.

While Satmetrix is a valuable tool for large businesses, small companies might not get the same benefits. As with any data-driven solution, the more data you have, the better. Plus, Satmetrix is a paid software and you’ll have to budget for it. 

So, while we believe Satmetrix is one of the best customer experience companies on the market, we’d only recommend it to larger organizations.

Great Customer Experience Management Software That Didn’t Make the Cut 

We’re quite happy with our list of the best customer experience management software of 2021. All the companies offer solid, highly functional products with tons of perks. 

Yet, there are other tools worth mentioning, one that stands out in particular.

Medallia is a cloud-based experience management software that captures customer feedback across channels and analyzes it to create data-driven workflows. The great thing about this tool is it covers virtually all feedback channels—mobile feedback and engagement included.

While we like Satmetrix a bit more because of its feedback gathering and analysis capabilities, Medallia still has some strong points, so it deserves the honorable mention. 

How We Ranked the Best Customer Experience Management Software

So, how exactly did we pick the best CX software? Here’s our step-by-step process: 

Identify What Businesses Need

First, we asked:

What kind of problems do businesses face? How can a customer experience management platform solve them?

For example, virtually all companies want to reduce customer churn

Improving customer experience is an obvious way to do that. But how exactly do you improve CX? And how can your CX platform help?

In other words, we took a problem-focused approach to researching these tools. This way, we know we’re giving you products that work—not just ones that look pretty!

Research Available Solutions

For the next step, we looked at the list of problems and considered the available solutions.

Let’s say you want to improve customer support speed because the faster people get an answer to their questions, the better their experience is. How can you do that? 

One option would be customer self-service through a knowledge base. We looked up CX solutions that offered knowledge base functionality and evaluated how well they work. 

AI-powered chatbots are another solution. Again, we researched CEM software with chatbot features and tested it out to see if it works.

Read Through Feedback

After steps one and two, we had a list of software options

To further narrow it down, we looked at real user feedback: 

What were the clients saying? What did they love? What did they hate?

Ultimately, we wanted to give you trustworthy experience managing solutions, so learning about the company’s reputation was invaluable.

Consider Target Market

Then we checked who the target users were. 

Why didn’t we do this earlier? 

Because the essential challenges that businesses face are similar. However, a small business or a startup will benefit from one type of solution. Larger organizations need a different approach

We aimed to include online customer experience management options for all types of businesses. This way, the article could help the largest number of people.

Evaluate Price and Value

Finally, we looked at value. 

Of course, the exact number on the price tag is also important. But your customer management platform is an investment. So there are other factors you should consider first.

How efficient was the tool for solving problems?

Did it make a difference in the customer experience? How about agent efficiency?

We evaluated products as investments, so the potential ROI was key; the price tag came second.

What Is Customer Experience Management Software

Before you choose your CEM tool, let’s recap what exactly do these tools do and how they can help you grow:

The Benefits of Customer Experience Management Software 

Customer experience management technology makes your life easier and your clients happier. It centralizes client communications and helps you provide quality support, even as you scale your team or implement changes. 

What Does Customer Experience Management Software Do?

A CX platform brings all communications and customer information in the same space. You can provide quality support across channels, gather feedback, analyze it to develop data-driven improvements, and better your ticket management through teamwork tools and workflows.

Who Uses Customer Experience Management Software?

Virtually every company can benefit from web experience management software. That said, some smaller businesses and startups opt for a DIY solution instead.

Once you’re scaling, though, a quality user experience platform is a must—it keeps your team organized and your support consistently high quality.

Wrap Up

Choosing the best experience management platform will always depend on your business and unique challenges. However, needing one is practically a given for all growing companies.

When picking your provider, make sure to choose a scalable solution that will fit your team for years to come. This way, you know your time and money investment will be worth it—and you can sit back and enjoy the perks that come with high-quality customer experience management software.

FAQ

What Is Customer Experience Management (CEM)?

CEM means creating customer experiences that meet and exceed expectations, boosting client satisfaction and loyalty.

Experience management is both reactive and proactive.

On the one hand, it’s about responding to customer queries and providing quality interactions every time. On the other, it’s about listening to feedback and harnessing opinions into data-driven improvements that further increase customer happiness.

What Is a Customer Experience Platform?

Customer experience platforms are hubs for client information and interaction. Some of the key features they provide include centralized communication (for easy cross-channel support,) customer data and insight (to keep interactions consistent,) and feedback gathering and analysis (to make sure you’re always growing and exceeding expectations).

What Are CX Tools?

Customer experience tools help you provide quality support, improve workflows, and manage the customer’s feedback. They are tools for designing excellent customer experiences and for agile improvement at every step of their journey.

What Is Experience Management Software?

Experience management software, CX platforms, CEM tools—these are different names for the same product. They’re hubs for client communication that help you provide better support and better customer experiences.

What Are the Top CRM CX Solution Providers in the World?

The best customer experience management software depends on your needs and problems. Some of the providers we highly recommend include Zendesk, the HubSpot Service Hub, and Acquire.