These days our online customers are the ones calling the shots. And they’re doing it by placing more and more weight on the digital customer experience (CX) when it comes to choosing you or your competitor. In fact, according to a report released by Salesforce, ‘the majority of global customers (54%) believe companies should expand customer engagement methods as well as offer new products and services in response to COVID-19.’ Meaning that we as brands must find ways to adapt. If you haven’t already, now is the time to hop on the digital experience bandwagon. For this, we’ve compiled a list of the top digital customer experience (CX) solutions that are sure to bring you up to speed on what you can do to give your customers a seamless experience.
Post updated October 2021
This post compares 15 Digital Customer Experience (CX) Solutions, handpicked by our team that are guaranteed to get you back on track with your digital experience efforts.
What are Digital Customer Experience (CX) solutions?
Digital Customer Experience (CX) solutions are there to help your organisation better understand how online visitors interact with your brand. These solutions enable you to dive deeper into user journeys and gather actionable insights that will not only help you optimise these journeys (i.e. managing persistent pain points and tracking and diagnosing gaps in the customer experience) but also bring you closer to the customer.
How to choose the right Digital Customer Experience (CX) solution
Before you jump the gun and select a solution, it’s important to ask yourself a few questions first. For example:
- Why are you implementing a digital customer experience (CX) solution? Do you want to monitor overall online performance? Or are there specific areas you’re concerned with?
- What kinds of surveys do you want to deploy? Which channels do you want to measure on? What kinds of insights do you want to get (i.e. user experience, engagement, customer loyalty, etc.
- What are the options in terms of customisation?
- Does the solution contain built-in analytics and reporting?
- How easy is it to install the solution?
- Does it fit in with your digital marketing stack? What are the integration options?
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This white paper outlines the biggest and most impactful Digital Customer Experience trends in 2021, according to Mopinion.
Top 15 Digital Customer Experience (CX) Solutions
With these considerations in mind, let’s take a look at the top 15 Digital Customer Experience Solutions.
1. Mopinion
Mopinion is an all-in-one user feedback software that helps organisations collect and analyse website, mobile and email campaign feedback for a seamless digital experience. It has an easy-to-use interface, with which users can build, design and configure feedback forms however they like. Mopinion users can also target specific groups of visitors with feedback forms and gain insights into why they are struggling to convert. Once collected, feedback items can be visualised in customisable dashboards and charts for advanced analyses. Additionally, teams can share and take action on these feedback items in a timely manner with the help of smart alerts.
Website: www.mopinion.com
2. InMoment
InMoment, a cloud-based digital customer experience (CX) optimisation platform, offers multiple solutions including Social Reviews & Advocacy and Employee Engagement solutions as well as a traditional Voice of the Customer (VoC) platform. It’s VoC platform allows for digital feedback collection, online reporting, real-time alerts and occurrence management. The platform combines the survey data it collects with customer data from other sources such as CRM, social and financials.
Website: www.inmoment.com
3. Qualtrics XM
Qualtrics is an digital customer experience (CX) management platform which offers various data collection methods such as website/mobile feedback, email surveys and social feedback for actionable customer, market and employee insights. Though this solution is more of a traditional survey software, it does offer a dedicated solution for digital. Users have access to their own role-based dashboards and can view results in trend vs. target charts. There is also a closed loop ticketing feature that notifies users of customer interactions, such as the presence of a detractor.
4. Verint ForeSee
Verint ForeSee is digital customer experience (CX) management software that allows you to track customer experience analytics over time in an automated way. Similar to InMoment, this solution is also geared towards more traditional solutions, but does offer some digital products. The Suite offers various VoC features including customer-initiated surveys, heat maps, text analytics, alerts and product reviews. This software is great for benchmarking and competitor data.
Website: www.foresee.com
5. Medallia
Medallia for Digital is an enterprise-grade software and key component of Medallia Experience Cloud. With the technology brought in by Kampyle (acquired in 2016 by Medallia), this software captures customer feedback on websites, mobile websites and in-app and integrates it with offline data from contact centers, retail stores and several other touchpoints. The software also makes use of powerful AI-based text analytics, role-based reporting and real-time alerts. Note: it’s a bit heavy in pricing, so do your research into this one first.
6. Gainsight CX
Gainsight is a customer success platform which offers a digital customer experience (CX) product known as Gainsight CX. The software collects customer data (including every activity the customer performs on your website) and creates a more holistic view of the customer’s behaviour. It’s unique in that it combines surveys, journey orchestration, and analytics all-in-one. Be prepared to spend some time learning how to use the software and pay a somewhat heavier price than other solutions.
Website: www.gainsight.com
7. CloudCherry by CISCO
Acquired by CISCO to improve their CX offering, Cloudcherry is best known for its use of the Net Promoter Score (NPS) metric. However it also offers a number of advanced CEM capabilities, including feedback management. In fact, it’s journey-based approach, plus integrations and predictive analytics features are great for helping organisations reduce churn.
Website: www.cloudcherry.com
8. NICE Satmetrix
NICE Satmetrix is another more traditional customer experience management software which happens to offer a few digital solutions. With a user-friendly interface and clear visuals, NICE Satmetrix offers advanced surveys with abilities such as location, industry or product segmentation. Users can also publish positive feedback (provided by clients) on social media. This software is rather well-known as it was founded by the inventor of Net Promoter Score (NPS).
Website: www.satmetrix.com
9. ResponseTek (part of Ignite Technologies)
Ignite Technology’s solution ResponseTek offers customer experience software and service to its customers. Within this software, users can collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve customer experience in real-time. ResponseTek also offers automatic analysis and reporting so that you can connect these insights to every part of your business.
Website: www.ignitetech.com
10. AskNicely
AskNicely is a well-known enterprise feedback software that promises to both improve your CX and speed up growth with its NPS framework. Users can collect feedback from their customers anywhere across the customer journey on whichever channel they wish, including email, website and even SMS. This software can be integrated with your own CRM so that you can set up regular samplings or fast surveys and respond directly from your CRM. This tool, however, focuses mainly on NPS.
Website: www.asknicely.com
11. Survicate
Survicate is a well-known web survey solution that lets users trigger targeted surveys across various funnels of the website. Alternatively, you can send out email questionnaires to different customers using digital CX metrics such as NPS, CSAT, CES, and more. Survicate also allows users to perform some analysis activities including dashboarding, NPS analysis and exporting feedback to XLS or CSV.
Website: www.survicate.com
12. SurveyMonkey CX
SurveyMonkey CX enables users to capture actionable insights in the digital CX. This solution is a turn-key NPS solution with features used to collect, understand and act on customer feedback. Users can trigger personalised surveys through multiple channels that reach customers at the right moment.
13. SAS Adaptive Customer Experience
The SAS Adaptive Customer Experience tool is part of the SAS Customer Intelligence suite, allowing a full integration for analyzing and executing marketing programs. This CEM collects and analyzes existing data as well as contextualizes all data points from channels within minutes.
Website: www.sas.com
14. WebEngage
WebEngage is a customer feedback software that includes a feedback form and survey builder. This software can also be used to trigger the feedback forms depending on the visitor’s click behaviour. WebEngage also offers possibilities to send out notifications on the website or in a mobile app. Note: while very cost-effective, it’s important to mention that this tool is intended mainly for collection purposes and does not offer much in terms of analysis, e.g. text analysis.
Website: www.webengage.com
15. OpinionLab
Another Verint company, Opinionlab is a popular Voice of the Customer (VoC) platform that collects customer feedback via standard surveys. Initially this tool focused on website feedback but it is now positioned a lot broader. This tool now also gathers feedback from other channels such as contact centres and shops. In addition, OpinionLab allows you to collect page-specific website feedback, much like the rest of the tools above.
Website: www.opinionlab.com
Align your teams with your customers’ success
Don’t wait around until your competitors start stealing your customers. The time is now to get your digital customer experience ducks in a row. Depending on your price range and goals, there’s guaranteed to be a solution in this overview that will help you start aligning your teams with the goals of your online customers. It’s up to you to decide where and when to begin and how you will get your team onboard.
Good luck and here’s a successful digital customer experience program!
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
