Imagine it’s your birthday, and you’re inviting everyone (except that annoying couple) to your party. Of course, as the host, you would want to make sure that your guests are enjoying themselves in every way.
That is what experience management is about. However, capturing and improving experience is almost impossible without tools. That’s why you need experience management software.
So in this article, we will give you an overview of the top 10 experience management tools and some of their best features.
Top 10 Experience Management Software
- SurveySparrow
- Medallia
- Qualtrics XM
- Confirmit
- SurveyMonkey Enterprise
- InMoment
- Zonka Feedback
- Gainsight
- Clarabridge
- Salsify
#1 SurveySparrow
SurveySparrow is an omnichannel experience management software that uses surveys as a primary management tool. With 100,000+ customers including Bausch + Lomb, Gucci, and Duke University, SurveySparrow is recognized as one of the leading survey software companies by SoftwareReviews. With a built-in support ticketing system to solve customer queries and feedback, you can close the customer feedback loop at the earliest.
Features
- Real-time data dashboard with customizable filters
- Helps customers raise tickets for customer queries and complaints
- Vibrant Executive dashboard
- Chat, classic & offline surveys with 1,500+ integrations
- Hundreds of form templates
- Omnichannel engagement through websites, in-app, email, QR codes & more
- Text and sentiment analysis tools
CX module | EX module | PX module |
---|---|---|
NPS tracking & benchmarks | Enterprise survey software | Online research panels |
Customer Effort Score (CES) | 360 degree feedback | Chatbots for website |
Customer Satisfaction Score (CSAT) | Employee check-ins | Sparrow API |
Issue tracking & management | No-code applicant tracking | Concept testing |
Offline feedback management | Employee pulse surveys | User experience feedback |
Pricing: SurveySparrow starts at $99/month for 10,000 responses/month. It has a 14-day free trial as well as a demo.
14-Day Free Trial • No Credit Card Required • No Strings Attached
#2. Medallia
First off, Medallia doesn’t have specialized survey tools like SurveySparrow. But it has a much broader range of tools that includes a survey builder, in-app feedback, and reputation management software. What’s more, companies can tap into Medallia’s partnership with G2 to request G2 reviews from their app users. Now that’s a perk that early-stage startups will find useful.
Features
- Feedback collection for diverse channels
- Sandbox for testing your feedback programs
- Artificial intelligence for insights
- Medallia Social for social reputation management
CX module | EX module | PX module |
---|---|---|
Omnichannel engagement | Idea crowdsourcing | Product feedback management |
Customer lifecycle data | Video feedback & data capture | A/B testing |
Real-time reporting | Employee surveys | User journey analytics |
Issue tracking & management | Zoom video surveys | Product feedback analytics |
Pricing: Medallia offers customized pricing on request. They also have a 30-day free trial and a free demo.
#3. Qualtrics XM
Qualtrics XM is a leading experience management software for customers, employees, products, and brands. For startups that are just getting into experience management, their free survey account is recommended. It gives access to 1 active survey, 50+ survey templates, and 100 responses.
Features
- Customizable templates
- Brand tracking studies
- Omnichannel survey distribution
- Predictive analytics for user behavior
- Real-time responses
CX module | EX module | PX module |
---|---|---|
NPS surveys | Employee engagement | Product name research tools |
Predictive analytics | 360 degree feedback | Pricing research software |
Online reputation management | Employee pulse | Market segmentation tool |
Voice of the customer | eNPS | Concept testing tools |
Issue tracking & management | Candidate analysis software | Concept research |
Pricing: There is a free version available for the CoreXM platform – while Qualtrics’ CustomerXM platform starts at $1,500 per year. While other prices are not mentioned, you can book demos for all of their tools.
#4 .Confirmit
If you can program your way around a tool, then consider Confirmit. Confirmit is a customer experience management software that lets you create, launch and monitor feedback programs – ranging from a hundred to millions of respondents. The advantage of Confirmit is that you can program the surveys using JavaScript/jQuery. This method lets you work around the software’s limitations.
Features
- Survey programming and design
- Multi-channel data collection
- Real-time reporting and analytics
- Text and social analytics
- Research panel management
CX module | EX module | PX module |
---|---|---|
Call management | Lifecycle surveys | Proprietary tech development |
Offline interviewing software | 360-degree feedback | Market segmentation |
Voice of the Customer surveys | Employee pulse | Brand tracking |
Issue tracking & management | Employee engagement | A/B product testing |
Pricing: Confirmit does not have a free version or a free trial. You can call the nearest office or book a demo.
CX + EX
#5. SurveyMonkey
GetFeedback by SurveyMonkey is built as a customer experience management software. However, for employee experience, SurveyMonkey’s the ol’ reliable. Yet if you’re looking for software that can deliver on both fronts, SurveyMonkey Enterprise is a good choice. It has the same features as the core software with extra functionalities, including user administration, enhanced security features, and more integrations.
Features
- Survey feedback from experts with SurveyMonkey Genius
- Question bank with 1800+ pre-written questions
- Survey and report templates
- User activity tracking
- Central admin dashboard
CX module | EX module |
---|---|
NPS tracking & benchmarking | Recruiting & onboarding surveys |
Customer satisfaction surveys | 360 surveys |
Customer loyalty | Training quizzes |
Omnichannel feedback collection | Employee engagement surveys |
Issue tracking & management | Exit surveys |
Pricing: SurveyMonkey starts at $25/user/month for the team plan and has a free version as well. However, pricing is on request for the Enterprise plan and GetFeedback by SurveyMonkey.
#6. InMoment
InMoment is a leader in the Gartner Magic Quadrant for its Voice of the Customer software. As a customer experience management software, it offers customer listening capabilities across multiple channels. In addition, InMoment’s highest-rated features on G2 are its CSAT scoring function and multi-brand experience support.
Features
- Survey and micro-survey design
- AI-powered chatbots
- Social media monitoring
- Multimedia feedback
- Custom dashboards
CX module | EX module |
---|---|
VoC Multi-touchpoint feedbac | VoE Employee lifecycle surveys |
NPS, CES & CSAT micro surveys | Predictive analytics |
Review management | Text analytics |
Customer journey mapping | Sentiment analysis |
AI-powered issue resolution | Culture creation |
Pricing: InMoment offers custom pricing for all its plans with the option to book a demo. A free trial is available under the core CX plan.
#7. Zonka Feedback
Like SurveySparrow, Zonka Feedback has an offline (device kiosk) mode. This feature makes both of them great options for online companies and brick-and-mortar stores. In addition, as an experience management software, Zonka offers decent solutions for specific industries – including healthcare, education, finance, and retail.
Features
- Online and offline surveys
- Offline device tracking
- Feedback alerts and digests
- Location-based insights
- Text and tags analytics
CX module | EX module |
---|---|
NPS reporting & dashboard | Employee satisfaction |
Multi-chain/location data management | Employee NPS (eNPS) |
Overtime trends reporting for CX metrics | Employee feedback surveys |
Issue tracking & management | Team insights report |
Pricing: Zonka pricing starts at $79/month. A 15-day free trial is available for all plans except Custom, for which you’ll need to book a demo.
CX + PX
#8. Gainsight
Gainsight is an experience management software. But it also lets you tackle areas that are indirectly related to experience management – like product adoption, revenue optimization and business efficiency. If you don’t know, it was also recently named the G2 leader in Customer Success. However, Gainsight’s standout feature is its Customer Revenue Optimization tool. This lets you easily predict revenue opportunities among your existing users.
Features
- Data centralization with Gainsight Customer Cloud
- Automated in-app feedback
- Customer survey branching for different user journeys
- Playbooks for best practices in customer management
- Workflow automation capabilities
CX module | PX module |
---|---|
Feedback surveys including NPS and CSAT | User segmentation |
Customer action monitoring | Product feature mapping |
Health scores for customers | In-product interactions |
Customer profiling | Product usage tracking & insights |
Automation of customer journeys | Automated follow-ups and engagement |
Pricing: Gainsight’s software suite is customizable, which means that the price will vary accordingly. You can find out by booking a free consultation with their experts.
#9. Clarabridge
Out of all the tools on our list, Clarabridge stands out for its business intelligence features. Its tools help you understand the sentiment, effort and intent behind every interaction. This is aided by its natural language understanding (NLU) feature along with AI text and speech analysis. Of course, Clarabridge does have surveys. But with its upcoming acquisition by Qualtrics, users will also get access to Qualtrics’ advanced survey software.
Features
- Conversational intelligence
- Frequently-discussed topic models
- Detection and analysis of 50+ emotions
- Intent prediction
- Omnichannel data analysis, filtering and categorization
CX module | PX module |
---|---|
Auto-scoring of interactions | Device usage tracking |
Pre-built industry models & use cases | Product feature testing |
Location insights & optimization | Product feature enhancements |
Issue tracking & management | Multilingual sentiment analysis |
Pricing: Clarabridge doesn’t have a pricing page, so we can only assume that it’s on request. But you do have the option to book a demo.
#10. Salsify
If you own an ecommerce business, and you need the perfect experience management software for your store, look no further. Salsify lets you focus on product experience management – a crucial driver of revenue for ecommerce brands.
Features
- Digital store analytics and workflows
- Product information management
- Digital asset management
- Content optimization and syndication
- Search reporting to spot your relevant search terms and share of search
CX module | PX module |
---|---|
Online experience activation | Product content creation |
Customer engagement | Publication |
Content analytics | Importing content |
Search analytics | Digital product catalogs |
Online store workflows | Audit history |
Pricing: Yes, there is a free trial available. Like most of the platforms on this list, Salsify offers pricing on request as per your need. It also has the option to book a demo.
What are the common features of experience management software?
- Survey design and execution features
- Robust analytics tools
- “Speak” with other sources of data through integrations and webhooks
- Categorization of data from all points in the journey
- Delivery of real-time insights
- Omni-channel feedback systems
- Ticketing systems for issue tracking and management
Experience Management Software: Selection Criteria
- UI: Each tool must provide clear, trackable feedback from all touch points. They must also merge easily with data from other business tools so you can view all the data streams in one place.
- Pricing: The pricing should be flexible as per your business needs. Bonus points if the user gets a free trial along with a demo.
- Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas.
For the purpose of this article, we’re focusing on experience management tools for at least two out of these three areas: CX, EX, and PX.
Wrapping up
According to the Harvard Business Review, most companies focus on increasing satisfaction at their key touchpoints. But this narrow focus can create a distorted picture of the user’s experience. A picture that suggests that they are happier than they actually are.
Experience management software helps you manage your end-to-end user journey so that you don’t miss out on anything. What’s more, it unites scattered feedback to give you a complete picture of how your business is doing. We hope this list enables you to choose a software that you can trust.