CX tools are software solutions that enhance customer experience. They collect feedback, analyse data, and automate communications. This makes customer service faster, reduces complaints, and boosts customer loyalty.
Your customers are always sharing their thoughts and feelings with you. Usually, this happens through emails, phone calls, reviews, social media, and surveys.
But have you ever analysed these messages? For most successful businessmen, these customer conversations are a goldmine! They analyse them on a large scale to understand:
- How do their customers feel?
- Why are they reaching out?
- What are their real needs?
Such an understanding improves product quality and keeps them satisfied. This builds custom loyalty and a higher retention rate. But there are two big challenges:
- Customer messages are often casual and unstructured. This makes it hard to pull useful information from them.
- If you receive thousands of messages daily, it’s impossible to read them all by yourself.
That’s where customer experience tools come in. These tools use AI (artificial intelligence) to automatically analyse customer messages from all your communication channels. They can show you patterns, customer feelings, and common complaints.
So, do you want to make better business decisions? In this article, let’s have a look at twelve of the best CX tools for different needs along with examples.
What are Customer Experience Tools?
Customer experience tools are special software programs that help businesses make customers happier. These tools do a lot of work for you:
- They collect customer feedback through surveys, social media, and reviews.
- They analyse data to find common problems and trends.
- They improve communication by offering live chat, email, and personalised messages.
Basically, these tools help you understand what customers like and how you can make their experience better. When you use them well, customers feel valued! This increases the likelihood of them initiating repeat purchases from you.
12 Best Customer Experience Tools
A recent study showed that about 84% of organisations experienced an increase in revenue after improving CX. Nowadays, several CX tools are on the market. Some help with analysing customer conversations, while others are great for managing and understanding social media feedback. Ultimately, they let you improve customer experience and build loyalty.
Want to choose the best ones? Below are twelve tools that can help you:
1. Surveys and Polls
Surveys and polls let you understand what your customers think about your business. These customer experience tools send a series of questions after a customer buys something or interacts with your service.
For example,
- Say someone orders from your website; you can ask, “How was your experience?” or “Would you buy from us again?”
Surveys let you gather both small details (e.g., Was the checkout process smooth?) and big-picture insights (e.g., How do customers feel about your brand?). You can use tools like Google Forms or Typeform to create them.
2. Feedback Widgets
A feedback widget is a small pop-up or button on your website or app. This CX tool allows your customers to share their thoughts quickly. Instead of sending a long survey, they can just click a button to say if they are happy or frustrated.
For example,
- Say someone is reading an article on your website, a widget might ask, “Was this helpful?” with a thumbs-up or thumbs-down option.
- If they just bought a product, a small box might ask, “How was your shopping experience?”
These widgets are popular customer experience tools and make it easy for customers to share feedback because they don’t have to go out of their way to do it. Always remember the more feedback you collect, the better you can improve your business!
3. Net Promoter Score (NPS) Tools
NPS is a customer experience measurement tool. It measures how loyal your customers are. Usually, this CX tool asks one simple question, “How likely are you to recommend our business to a friend?” or “How satisfied are you with our product/ services?”
Next, customers respond on a scale from 0 to 10:
- 9-10: These are your most loyal customers and act as brand evangelists. They like your business and will recommend it to others.
- 7-8: These customers are happy but are not loyal yet. They might switch to a competitor if they find a better deal.
- 0-6: These customers are unhappy and might leave bad reviews or stop buying from you.
By using NPS tools like SurveyMonkey or Delighted Help, you can collect this data and track whether customer loyalty is improving over time.
4. Ticketing Systems
A ticketing system helps you manage customer support. Whenever a customer has a problem, it creates a “ticket” so your team can track and solve it.
For example,
- Say a customer emails you about a missing order. Now, the system logs it as a ticket. It stays open until your team resolves the issue. If another customer has a payment problem, that’s another ticket. The system makes sure no issue gets lost.
As a business owner, you can associate with Atidiv. Our expert team specialises in handling a large number of customer inquiries (over 230,000 tickets every year) through different communication channels like email, phone, live chat, and social media. This ensures faster responses and better customer service.
5. Live Chat Systems
Live chat lets customers talk to you instantly when they have a question. Instead of calling or emailing, they can just type a message and get a quick reply.
For example,
- Say someone is about to buy a product but has a question about shipping. They can ask their queries through live chat. Your team (or an automated chatbot) can reply immediately and help them make a purchase.
Live chat improves customer experience because people don’t like waiting for emails or being on hold in a phone call. CX tools like LiveChat or Intercom make it easy to chat with customers and increase sales.
6. Knowledge Bases
A knowledge base is a self-help section. Using it, customers can find answers without contacting support. It includes:
- FAQs (Frequently Asked Questions)
- Step-by-step guides
- Troubleshooting tips
For example,
- Say one of your customers has a problem with a product. Now, they can go to your knowledge base and find instructions on how to resolve it instead of waiting for customer support.
This customer experience tool saves time for both customers (no waiting) and your team (fewer emails and calls to answer). Popular tools like Helpjuice or Notion can help you build a knowledge base.
7. Chatbots and Automated Responses
Chatbots are AI-powered tools. They can answer common customer questions without human help. For example,
- Say your customer asks, “Where is my order?”. Now, a chatbot can check the tracking information and reply instantly. Or if someone asks, “What are your store hours?” the chatbot can give an automatic answer and reply, “Our store hours are 10 AM to PM”.
Chatbots save time by handling simple questions so your human team can focus on more complex issues. Even at Atidiv, we use AI-powered chatbots to improve customer service. Let’s see how it works:
- The AI chatbots answer common customer questions.
- These chatbots analyse customer behavior and predict what they might need.
- Atidiv believes in combining AI technology with human support. So, while AI handles common issues, human agents step in for more complex problems.
- Using AI reduces wait times for customers
8. Help Desk Analytics
This CX tool helps you track and measure how well your customer support team is doing.
It can tell you:
- How fast your team is responding to customers
- How many issues are being solved daily
- What common problems are customers facing
For example,
- Say your analytics show that customers keep asking about a delayed shipping process. Upon analysis, you will now know that it is an issue you need to resolve.
You can use tools like HubSpot Service Hub to track support performance and customer satisfaction.
9. Data Collection Tools
These tools gather customer data from different sources like:
- Website visits
- Social media comments
- Purchase history
- Customer surveys
For example,
- Say a customer keeps looking at a specific product but never buys it. The data collection CX tool collects that data and presents it to you. Now, you can send them a special discount to turn them into customers.
You can use tools like Google Analytics or Hotjar to understand customer behaviour and make smarter decisions.
10. Analysis and Reporting
Once data is collected, you need a tool to analyse it and find useful insights. For example,
- Say the data shows that most customers leave your website at the checkout page. As a result, you might need to simplify the checkout process.
These CX tools use AI and predictive modeling to help you understand:
- Customer trends
- Pain points
- Customer behaviours
Tableau and Looker are great examples of analysis tools.
11. Email Marketing Platforms
Email marketing tools help you send personalised emails to customers automatically.
For example:
- Welcome emails when someone signs up
- Birthday discounts for loyal customers
- Cart reminders if someone leaves items in their shopping cart
These emails keep customers engaged and bring them back to your business. Tools like Mailchimp and Klaviyo make email marketing easy.
12. Customer Relationship Management (CRM) Systems
A CRM system is a customer experience platform that allows you to manage and track customer interactions. It stores information like:
- Customer names and emails
- Their purchase history
- Past conversations with support
For example, if a customer contacts support, your team can quickly see their past orders. CRMs like Salesforce or HubSpot improve customer service and sales.
CX Tools, Improve CX. Partner with Atidiv Today!
By using customer experience tools you can:
- Understand your customers
- Improve service
- Build long-term loyalty
From surveys and feedback widgets to live chat and AI-powered chatbots, these CX tools let you to listen to customers and solve their problems quickly. They not only enhance customer satisfaction but also lead to increased sales and repeat business.
If you’re looking for a powerful CX solution, consider Atidiv. We offer omnichannel support and provide real-time analytics.
Our expert team maintains an impressive 98% quality assurance score and a 4.8 customer satisfaction rating. Plus, we help businesses save up to 60% on support costs while delivering high-quality service.
Ready to take your customer experience to the next level? Atidiv can help!
FAQs On Customer Experience Tools
1. Why is customer experience (CX) important?
CX directly impacts customer satisfaction, loyalty, and sales. If customers have a smooth and enjoyable experience, they are more likely to return and recommend your business.
In contrast, poor CX, like slow support or unclear communication, can lead to negative reviews and lost customers.
2. How can I analyse customer feedback without spending too much time?
You can use several CX tools like:
- Surveys
- Feedback widgets
- AI-powered analytics
These CX tools automatically collect and analyse customer feedback. Also, they highlight trends, common issues, and customer emotions. Hence, you don’t have to manually read every review or message.
3. How do AI chatbots improve customer service?
AI chatbots are widely used as CX tools. They provide instant answers to common customer questions. By doing so, they reduce wait times and free up human agents for complex issues. Moreover, they work 24/7 and ensure customers get support even outside business hours.
This leads to faster problem-solving and better customer satisfaction without increasing your workload.
4. Will using CX tools be too expensive for my business?
Many CX tools offer affordable plans for small businesses. Also, due to automation, they can actually save you money. For example,
- Automated chatbots reduce the need for extra support staff.
- Through data analytics, you can resolve customer issues at the early stages. This prevents escalation that could cost you customers and revenue.
