17 Customer Experience Software You Need to Know About

Table of Contents

1. Why Customer Experience Software is Essential

2. Top 17 Customer Experience Software for Businesses

3. How to Choose the Best Customer Experience Software for Your Business

4. Key Challenges in Implementing Customer Experience Software

5. Future Trends in Customer Experience

6. Crafting Experiences That Define Tomorrow

With personalization on the rise, customers are expecting more from businesses. An EduMe study shows that one in three customers would leave a brand after just one bad experience.

This shows the raised customer expectations worldwide. Features like quick response and friendly interactions are now considered the bare minimum. Customers want interactions to be seamless, personalized, and consistent across every touchpoint.

The right software turns customer experience into a competitive advantage, whether by simplifying workflows for your team or enabling self-service options for customers.

This blog highlights 17 customer experience platforms that are transforming how businesses interact with customers.

Why Customer Experience Software is Essential

Today, businesses that invest in providing seamless customer experience win. Here are five compelling reasons why using customer experience software is a must for companies aiming to lead:

1. Customers Demand Instant, Effortless Service

Customers expect timely and simple solutions for almost any problem. CX software makes life easier for both customers and teams when it comes to order fulfillment, service booking, and even complicated problem-solving.

For example, self-service alternatives like chatbots and help centres result in significantly higher user satisfaction (about 10 to 20%, according to BusinessDasher). They allow users to resolve issues quickly and on their own schedule, eventually reducing the wait times and frustration often associated with traditional support channels.

2. Consistency Builds Trust

Customers interact with brands across multiple channels, including email, phone, social media, and more. Customer experience software ensures that these interactions are consistent and connected.

For example, tools like omnichannel support systems let customers keep their previous interactions so they don’t have to repeat their concerns. This consistent experience makes customers more likely to return.

3. Improve Team Efficiency and Morale

The right customer experience software allows companies to streamline their business workflows and automate customer data management. As a result, agents spend less time completing manual tasks.

This saves time, and your agents can work on solving issues that require their attention. It creates an efficient ecosystem that boosts employee morale. Your team will feel more confident and capable, which will lead to better customer interactions.

4. Drives Long-Term Loyalty

Forbes states that 81% of customers value personalization. Customer experience platforms that analyze preferences, purchase history, and feedback allow you to create tailored experiences that feel unique to each individual. A good CX also significantly boosts your ROI.

This shows that businesses that excel in personalization experience higher retention rates. It turns your buyers into loyal advocates of your brand.

5. Adaptability Keeps Businesses Competitive

The market changes rapidly, and customer expectations shift even more quickly. This pushes businesses to stay flexible and responsive to remain relevant. CX software helps businesses stay agile and adapt to trends such as self-service, mobile-first engagement, and proactive outreach.

Top 17 Customer Experience Software for Businesses

Choosing the right customer experience software can be a game-changer for your business to deliver personalized interactions. Here are 17 standout tools that can elevate how you connect with your customers:

1. Kapture

Kapture’s mission centers around using AI to strengthen customer relationships and build a lasting business impact. Kapture offers customized self-service, client-side assistance, and business intelligence packages within one ecosystem designed for industry-specific solutions.

The platform helps businesses deflect up to 90% of queries whilst resolving issues 70% quicker using AI technology.

The platform assists in improving business processes and delivering services at scale. This means that companies can meet growing demands from their customers while never having to compromise their service.

Kapture CX Key Features

• Self-Serve 2.0: Enable customers to resolve queries independently using multilingual AI knowledge bases and contextual self-service options across platforms.
• Agent Suite: Use AI-powered ticket routing to match issues to the right agents and enhance efficiency with co-pilot tools that suggest solutions in real-time.
• Conversation Intelligence: Use AI technology to understand customer conversations to easily find patterns and problems, as well as optimize agent performance.
• Omnichannel Experience: Kapture combines a customer’s emails, phone calls, and social media messages into a cohesive timeline that allows issues to be solved more quickly and effectively.
• Personalized Engagement: Utilize Artificial Intelligence to study customer interactions, their purchases, and their feedback for maximum engagement.
• Workflow Automation: Automate repetitive tasks like ticket assignment, follow-ups, and SLA tracking. Kapture’s strong automation capabilities free up agents to focus on more complex queries, increasing operational efficiency.
• Insightful Analytics and Reporting: Access detailed analytics and performance reports to track key metrics such as first response time, resolution time, and customer satisfaction scores.

Kapture CX ratings and reviews

• G2: 4.3/5 (130+ reviews)
• Capterra: 4.2/5 (30+ reviews)

2. Zendesk

With Zendesk software, multi-channel assistance is simple and effective as it guarantees fast customer service and ticketing. Its AI enhances customer support solutions and business-consumer communication through automation to minimize operational expenditures. Its advanced AI integrations allow you to design customized, multi-channel solutions.

Zendesk Key Features

• Advanced Ticketing System: Centralize support requests from multiple channels into one dashboard for efficient management.
• Live Chat and Messaging: Engage with customers in real time with integrated chat and messaging tools.
• Help Center and Knowledge Base: Build self-service portals to empower customers to find answers independently.
• Analytics and Reporting: Gain actionable insights with detailed metrics on customer interactions and team performance.

Zendesk ratings and reviews

• G2: 4.3/5 (6400+ reviews)
• Capterra: 4.4/5 (4000+ reviews)

3. Yellow.AI

Yellow is an AI-driven customer support software that lets you automate customer queries and increase operational efficiency. It is specific for its analytics focused on performance improvement. Your teams can analyze key metrics, such as response times, customer satisfaction scores, and resolution rates, to identify areas for improvement and develop more effective customer service strategies in the future.

Yellow.AI Key Features

• Omnichannel Support: Handle interactions across channels with real-time translation in 135+ languages and personalized WhatsApp messaging.
• Voice Automation: Deploy 24/7 conversational AI voice agents for intuitive, multilingual self-service.
• Email Automation: Automate email workflows for faster, more accurate responses, fully integrated with existing systems.
• Orchestrator LLM: Use AI to enhance intent detection, enable dynamic conversations, and add human-like engagement with small talk.

Yellow.AI ratings and reviews

• G2: 4.4/5 (100+ reviews)
• Capterra: 4.5/5 (30+ reviews)

4. Zoho Desk

Zoho Desk is renowned for its omnichannel capabilities and AI-powered tools. These tools help resolve customer queries through self-assistance. Its automation features and personalized support further enhance efficiency, ensuring faster problem resolution.

It integrates seamlessly with over 200 third-party apps, enabling businesses to streamline workflows and deliver consistent experiences at scale.

Yellow.AI Key Features

• Streamline Customer Interactions: Centralize queries from email, social media, live chat, and other channels with omnichannel ticketing for quicker resolutions.
• Empower Agents with AI: Use Zia, the AI assistant, to predict anomalies, analyze sentiment, and suggest responses, helping agents resolve issues efficiently.
• Self-Service: Build a self-service portal with guided conversations, FAQs, and an Answer Bot to reduce query volumes and empower customers.
• Workflow Efficiency: Automate tasks with custom rules, service level agreement (SLA) tracking, and advanced workflows to deliver accurate and timely support.

Yellow.AI ratings and reviews

• G2: 4.4/5 (6000+ reviews)
• Capterra: 4.5/5 (2100+ reviews)

5. Freshdesk

Freshdesk is an AI-powered customer support platform that streamlines service delivery. Its advanced ticketing, automation, and collaborative tools enable businesses to handle customer interactions effectively at scale.

Its unified workspace, Freddy AI assistant, and powerful self-service options make it an ideal choice for improving agent productivity and delivering fast, accurate resolutions.

Freshdesk Key Features

• Centralize Customer Support: Manage tickets from multiple channels in a unified workspace with advanced categorization, prioritization, and assignment tools.
• Agent Productivity: Automate policy workflows and let Freddy AI provide intelligent suggestions. This will allow agents to attend to vital matters and improve resolution times.
• Self-Service Options: Create a knowledge base and deploy AI bots to address common questions, reducing ticket volumes and empowering customers.
• Utilize Insights: Use analytics tools to track performance, create reports, and share dashboards to optimize your support strategy.

Freshdesk ratings and reviews

• G2: 4.4/5 (3400+ reviews)
• Capterra: 4.5/5 (3300+ reviews)

6. HubSpot Service Hub

HubSpot Service Hub is an advanced cloud-based customer service software that integrates support, sales, and marketing activities into a single solution to promote superior customer experiences.

Its 360-degree customer insights, omnichannel communication, and proactive tools enhance customer support by improving retention. They also facilitate new sales opportunities and improve the efficiency of support services while maintaining a human touch.

HubSpot Service Hub Key Features

• Centralized Customer Support: Manage tickets across email, chat, and calls with an omnichannel help desk and unified interface for faster resolutions.
• Proactive Retention Tools: Use customer health scores and product usage insights to identify opportunities for upselling and improving satisfaction.
• AI-Enhanced Agent Productivity: Automate responses, track interactions, and use conversation intelligence to improve efficiency and consistency.
• Empower Customers with Self-Service: Build a knowledge base and secure customer portals for self-service, reducing resolution time and ticket volumes.

HubSpot Service Hub ratings and reviews

• G2: 4.4/5 (2400+ reviews)
• Capterra: 4.4/5 (170+ reviews)

7. Salesforce Service Cloud

Salesforce Service Cloud is a customer service application suite with powerful tools designed to manage and streamline customer interactions. It integrates communication channels such as email, chat, telephone, or self-service portals into a single scope of work for support agents, who can now take on field assignments.

Salesforce Service Cloud Key Features

• Case Management: Get AI tools that route cases to relevant agents with relevant customer data to enhance the speed of case resolution.
• Self-Service: Leverage customer knowledge bases, AI-sourced search results, and self-service portals to reduce the number of incoming requests.
• Effective Collaborations: Solve cases quickly with Slack-based swarming, where experts and agents collaborate seamlessly without leaving the console.
• Proactive Incident Management: Detect and resolve disruptions early with built-in incident detection, monitoring, and broadcast communication tools.

Salesforce Service Cloud ratings and reviews

• G2: 4.4/5 (5600+ reviews)
• Capterra: 4.4/5 (770+ reviews)

8. Intercom

Intercom is an AI-first customer service platform that combines cutting-edge AI capabilities with human-like precision to deliver exceptional customer experiences. Its flagship AI agent, Fin, handles frontline support with human-quality service, while tools like AI Copilot assist agents and AI Analyst provides actionable insights for leaders.

Intercom seamlessly integrates with existing help desks, offering omnichannel support, proactive communication, and advanced automation for streamlined operations.

Key Features

• AI Agent Fin: Handle frontline support with human-quality service, using customer-specific tone, policies, and real-time insights to resolve issues 24/7.
• AI Copilot: Enhance productivity with AI-powered recommendations, automated responses, and an AI-enhanced inbox for faster resolutions.
• Proactive Customer Insights: Use AI-generated insights and reports to identify trends, monitor team performance, and fine-tune workflows.
• Omnichannel Support: Ensure consistent service quality across all channels, including messages, email, help centers, and live chats.

Ratings and reviews

• G2: 4.5/5 (3300+ reviews)
• Capterra: 4.5/5 (1000+ reviews)

9. Help Scout

Help Scout is a customer-support-focused platform that personalizes interactions and enhances the user experience. It includes a common inbox, self-service features, and proactive messaging, which help teams work faster and improve their responsiveness.

Help Scout Key Features

• Shared Inbox: Use a team inbox that automatically receives all customer communication from multiple channels in one place. This makes it easier for teams to coordinate and eliminates the chance of missing messages.
• Self-Service Tools: Create a knowledge base to help customers find answers to their queries independently, reducing the workload on support agents.
• Proactive Messaging: Reach out to customers in a timely manner to address their queries, resolve issues, and enhance satisfaction.
• Automation & Insights: Eliminate repetitive tasks and assess team performance using in-built reports to pinpoint inefficiencies and enhance team productivity.

Help Scout ratings and reviews

• G2: 4.4/5 (400+ reviews)
• Capterra: 4.6/5 (200+ reviews)

10. Sprinklr Service

Sprinklr Service is an AI-enabled software that combines voice, digital, and social channels into a seamless, unified experience.

It benefits from the powerful omnichannel support AI and real-time information to ensure effectiveness and customization for enterprises. Also, its construction with an emphasis on scaling makes it possible for companies to enhance efficiency, lower contact center expenses, and provide enhanced customer service.

Sprinklr Service Key Features

• Channel-Less Customer Experience: Enable customers to switch channels effortlessly without losing context, ensuring consistent and uninterrupted support.
• AI-Powered Quality Management: Automate case analysis, monitor agent performance, and identify actionable improvements with AI.
• Self-Service Solutions: To reduce query volumes, offer strong self-service options through live chat, communities, and AI-powered conversational tools.
• Unified Agent Desktop: Provide agents with a single workspace that integrates customer data, omnichannel communication, and real-time insights for efficient resolutions.

Sprinklr Service ratings and reviews

• G2: 4.3/5 (450+ reviews)
• Capterra: 4.5/5 (80+ reviews)

11. Sugar Serve

Sugar Serve is a customer service solution that equips agents with meaningful data and automates case management to streamline operations. It includes field service capabilities to address customer needs efficiently while maintaining cost-effectiveness.

By simplifying workflows and enhancing access to key insights, Sugar Serve helps businesses improve service delivery and meet customer expectations effectively.

Sugar Serve Key Features

• 360 Degree Customer Engagement: All interactions of the customers, such as voice, chat, email, or even going through a self-service, are seen in chronological order for better experiences to be provided.
• Automated Workflows: Use automation for tasks like SLAs to streamline operations, improve efficiency, and resolve customer issues faster.
• Real-Time Insights: Agents are given data concerning prior engagements and any proceedings with the customer to help make guided decisions.
• Skill-Based Scheduling: Use skill-based scheduling to assign tasks to the most qualified agents, ensuring efficient operations and improved field service delivery.

Sugar Serve ratings and reviews

• G2: 4.4/5 (30+ reviews)
• Capterra: 3.8/5 (400+ reviews)

12. Qualtrics XM for Customer Experience

Qualtrics XM for Customer Experience Management is a unique platform that helps firms spot issues during customer revenue processes. Using customer information, behavior, and AI tools, it delivers actionable recommendations for enhancing the customer journey, optimizing digital experiences, and boosting team performance across all channels.

Qualtrics XM for Customer Experience Key Features

• Customer Journey Optimization: Map interactions between the brand and customers to identify pain points. Address friction and reduce drop-offs to create a smoother experience.
• AI-Powered Analytics: Get actionable insights by analyzing customer interactions across calls, emails, and chats to pinpoint the root causes of dissatisfaction.
• Digital Experience Analytics: Track customer behavior and identify issues in their digital journeys using session replay and monitoring.
• Omnichannel Reputation Management: Aggregate and monitor reviews provided by customers from different channels for efficient brand reputation management.

Qualtrics XM for Customer Experience ratings and reviews

• G2: 4.4/5 (2900+ reviews)
• Capterra: 4.6/5 (250+ reviews)

13. Medallia

Medallia is an experience management system that allows businesses to capture customer feedback, evaluate it in real-time, and decide how to improve customer satisfaction and loyalty.

Driven by AI-based insights, Medallia improves understanding of customer behavior, fine-tunes the feedback loop, and designs the right experiences at all touchpoints.

Medallia Key Features

• Comprehensive Feedback Capture: Gather information at every interaction point, whether digital, physical, or conversational, to achieve a complete understanding of the customer experience.
• Real-Time Insights with AI: Execute timely actions to meet customer expectations and minimize customer churn by using AI-driven analytics to detect patterns and trends.
• Experience Orchestration:  Use AI to analyze customer data and provide tailored, context-specific recommendations for your frontline personnel, enabling them to deliver personalized messages to high-value customers.
• Omnichannel Reputation Management: Improve customer trust and revenue growth by using brand perception improvement, feedback, and reviews for the business.

Medallia ratings and reviews

• G2: 4.5/5 (130+ reviews)
• Capterra: 4.5/5 (30+ reviews)

14. Adobe Experience Manager

Adobe Experience Manager (AEM) enhances customer experiences by enabling businesses to deliver personalized, consistent, and engaging digital content across multiple platforms, such as websites and mobile applications.

It helps companies streamline their content delivery process, ensuring faster and more relevant interactions that meet customer expectations.

Adobe Experience Manager Key Features

• Personalized Content Delivery: AEM customizes content based on user preferences, delivering relevant and engaging experiences that align with individual needs, which fosters greater customer satisfaction.
• Digital Asset Management: With AEM Assets, businesses can quickly source, adapt, and deliver content to audiences, eliminating delays and maintaining consistency across platforms. This ensures customers always receive up-to-date and on-brand experiences.
• Responsive Forms and E-Signatures: Responsive forms and e-signature capabilities make it easy for customers to complete tasks like submitting documents or signing agreements, providing a smooth and secure user experience.
• Using Management Integration: AEM integrates seamlessly with tools like Adobe Learning Manager, improving customer support, sales training, and community engagement, which translates into better service delivery.

Adobe Experience Manager ratings and reviews

• G2: 4.0/5 (300+ reviews)
• Capterra: 4.3/5 (130+ reviews)

15. SurveySparrow

SurveySparrow is a single consolidated VOC platform that interprets customer feedback to facilitate growth. It effectively gauges customers’ emotions and boosts engagement through AI analytics, conversational surveys, and feedback collection from multiple channels.

SurveySparrow Key Features

• AI-Driven Insights: Use CogniVue to extract meaningful patterns from large volumes of customer feedback and enable smarter decision-making.
• Conversational Surveys: Increase response rates by up to 40% with interactive surveys designed to feel more human and engaging.
• Omnichannel Feedback Collection: Gather feedback across platforms such as WhatsApp, email, social media, and more to ensure comprehensive customer insights.
• Reputation Management: Manage reviews from over 100 platforms to enhance brand trust, drive growth, and maintain a positive online presence.

SurveySparrow ratings and reviews

• G2: 4.4/5 (2000+ reviews)
• Capterra: 4.4/5 (100+ reviews)

16. Genesys Cloud CX

Genesys Cloud CX is an AI-driven experience orchestration platform that enhances customer-employee interactions and transforms them into meaningful, continuous experiences.

It integrates customer engagement, workforce management, and journey analytics into a single cloud-native solution. Its features include intelligent routing, omnichannel engagement, and integrated workforce tools, which allow the delivery of personalized service on a large scale.

Genesys Cloud CX Key Features

• Advanced End-to-End Experience Orchestration: Increase the effectiveness of employee and customer journeys with AI tools that anticipate needs, detect patterns, and improve voice and digital interactions.
• Workforce Engagement Management: Monitor job performance, productivity, and job satisfaction within a single interface while allowing teams access to all necessary tools and resources.
• Omnichannel Support: Allow conversations to flow naturally while switching from one channel to another while preserving context to enable tailored and cohesive interactions.
• AI and Automation Integration: Improve service delivery and effectiveness while using integrated artificial intelligence to understand customer actions, anticipate requirements, and carry out ongoing activities.

Genesys Cloud CX ratings and reviews

• G2: 4.3/5 (1300+ reviews)
• Capterra: 4.4/5 (200+ reviews)

17. Gainsight

Gainsight turns customer relations into a business growth engine. It allows customer health tracking, revenue optimization, and workflow automation. It provides value for teams as it allows a focus on engagement through AI-powered insights, automated playbooks, and partner integrations.

Key Features

• Customizable Health Scoring and Customer 360: Collect all customer information in one place, score their health, automate playbooks for vital risk indicators, and provide leadership with trend visualization dashboards.
• Journey Orchestration: Enhance customer journeys with the right mix of automation and human interaction at the precise moments when engagement is most impactful.
• Revenue Optimization: Identify expansion opportunities with CSQL workflows, predict renewals using AI-driven health scoring, and streamline account planning.
• Customer Feedback Management: Use NLP to extract insights from customer feedback, track multi-dimensional engagement signals, and prioritize product improvements.

Ratings and reviews

• G2: 4.5/5 (1500+ reviews)
• Capterra: 4.4/5 (40+ reviews)

How to Choose the Best Customer Experience Software for Your Business

Selecting the right customer experience software is crucial for enhancing customer interactions and driving long-term growth. Here’s how you can make an informed decision:

1. Assess Your Needs

Understand your business goals, customer pain points, and operational challenges. This will help you identify the specific features and integrations you require to address these needs effectively.

2. Think About the Features You Want

Don’t just go for all the features because everyone else is doing so. Consider how the software will address your specific needs.

For example, if reducing response times is a priority, automation tools can streamline workflows by handling repetitive tasks like ticket assignments or follow-ups. Similarly, if customer independence is a key solution for you, self-service options like knowledge bases or chatbots enable users to resolve common issues without direct support.

3. Think About Your Budget

Budget is a critical factor, as most tools operate on a subscription-based pricing model, typically charged per user per month. Evaluate features against pricing to ensure the solution delivers value without exceeding your financial limits.

4. Scalability

Companies that prioritize scalability are, according to FatFinger, 1.5 times more likely to achieve growth.

Choose a platform that can grow with your business. Ensure the tool supports increasing user bases, additional integrations, and expanded customer engagement channels to meet future demands.

Key Challenges in Implementing Customer Experience Software

Implementing customer experience (CX) software often comes with hurdles that can affect its effectiveness. Here are three of the most significant challenges:

1. Lack of Knowledge of Customer Preferences

Epsilon states that 80% of customers will purchase from a business that provides personalized experiences. However, a lack of understanding of customer needs and preferences can make optimizing CX strategy difficult. Without clear insights, efforts may miss the mark entirely.

How to Overcome It

• Use customer surveys, NPS tools, and focus groups to gather direct feedback.
• Use AI and analytics to identify trends and behavior patterns.
• Create and regularly update customer personas to reflect evolving preferences.

2. Outdated Technology

Outdated or insufficient technology can limit the software’s ability to provide seamless, personalized experiences and scale with your business growth. This can disrupt the customer experience and, in turn, hamper CSAT scores.

How to Overcome It

• Invest in scalable, cloud-based CX software with effective integration capabilities.
• Conduct regular audits of your technology stack to ensure compatibility.
• Partner with vendors offering dedicated support and ongoing updates to avoid obsolescence.

3. Non-alignment with Business Goals

CX efforts can falter if they are disconnected from broader business objectives, leading to wasted resources and unclear priorities.

How to Overcome It

• Define measurable CX goals that tie directly to revenue, customer retention, or satisfaction.
• Align teams across departments with shared metrics and objectives.
• Use analytics tools to track performance and refine strategies based on data-driven insights.

Future Trends in Customer Experience

The rapid advancement of AI technologies is transforming customer experiences, setting new benchmarks for personalization, efficiency, and engagement. Here are the top trends shaping the future of customer experience:

1. Rise of Personal AI Assistants

Synthesia says that around 65% of customers (end-users) trust companies using AI technology. They are embracing AI to manage their interactions, with users ready to offload tasks like handling customer service issues. This trend is driving businesses to create AI tools that seamlessly integrate into customers’ lives.

2. Voice AI for Natural Interactions

Voice AI is improving communication through nuanced, human-like interactions. Customer experience leaders recognize its potential, leading to the growing importance of voice-driven customer service in enabling meaningful engagement.

3. Autonomous Service Models

AI copilots such as chatbots, virtual assistants, or AI-based recommendation engines have proven their value, and businesses are now moving toward autonomous service models requiring minimal human intervention.

These tools work alongside human agents, providing suggestions, automating repetitive tasks, or delivering insights to improve decision-making and customer interactions.

4. Humanizing AI Agents

Friendly, engaging, and human-like AI agents are earning customers’ trust. Customers prioritize these traits, and hence, businesses are focusing on creating connections through emotionally intelligent AI.

5. Hyper-Personalized Experiences

AI is elevating personalization to new levels, with customers expecting tailored interactions. Companies are using AI-driven insights to promote loyalty and deliver unique, customer-first experiences.

Crafting Experiences That Define Tomorrow

The need for great customer experience goes beyond gaining a competitive advantage— it is now the foundation for customer loyalty and business expansion. Customers expect brand interactions to be smooth, humanized, and extremely personalized.

To meet this expectation, businesses must shift from providing basic support to creating memorable and impactful customer moments.

The secret lies in combining the power of AI with a customer-first mindset to unlock endless possibilities. Kapture CX embodies this vision by delivering tailored, scalable solutions that empower businesses to exceed expectations and encourage enduring relationships.

With its blend of advanced automation, omnichannel support, and actionable insights, Kapture is a partner in shaping delightful experiences. Discover how Kapture CX can transform your interactions.

Schedule your free demo today!