Customer experience can be a crucial factor that sets you apart from your competitors. In a PwC survey on the Future of Customer Experience, it was found that consumers are willing to pay more for a good customer experience, with some willing to pay up to 16% more. On the other hand, a single bad experience can cause 32% of customers to stop using a brand they once loved. This highlights the significance of providing a positive customer experience.
To enhance customer interactions and overall experience, customer experience tools can be leveraged. These solutions gather data on customers' interactions with your website and their perception of your brand, providing insights on improving and optimizing their experience.
Here, we present five top remote customer experience tools to help you optimize your customers' experience and gain an edge over your competitors.
1. Front
Front is a customer communication platform that streamlines customer interactions, making the customer experience seamless and efficient. Utilized by over 6,500 businesses, Front integrates all your communication tools into a centralized platform, eliminating the need to switch between tabs, collaborate with team members, or struggle to determine ownership. Instead, Front organizes all communication in a shared inbox, providing clear visibility and organization.
Features:
- Enhance visibility and collaboration with a shared inbox for all team members
- Connect to multiple emails, SMS, and social media accounts
- Facilitate teamwork with message assignment, commenting, and @mentions
- Benefit from over 100 integrations
- Streamline processes with basic rule templates and customizable rules
- Enhance efficiency with Service Level Agreements and advanced workflow templates
- Measure performance through response time analytics, email volume tracking, customer satisfaction (CSAT) assessments, and Net Promoter Score (NPS) evaluations
Pricing:
- Starter – $19.00 per month
- Growth – $49.00 per month
- Scale – $99.00 per month
2. Zonka Feedback
Zonka Feedback is a survey software and customer experience platform that enables businesses to assess and enhance Employee and Customer Experiences across all touchpoints. With a variety of ready-to-use templates and question types, businesses can create customized surveys for various industries, including Customer Satisfaction Surveys, Patient Feedback Surveys, Employee Feedback Surveys, and more.
Zonka Feedback allows you to track key CX metrics such as NPS, CSAT, and CES. It not only gathers feedback but also enables timely action through real-time alerts and the ability to assign feedback as tasks to your teams. Automated triggers can be set to send both transactional and relationship surveys. With Zonka Feedback, you have the tools to continuously measure and improve the customer experience.
Features:
- Apply logic to survey questions for a coherent survey flow
- Multi-channel support: SMS, email, website, tablets (kiosk and handheld), and smartphones
- Measure customer experience with NPS, CSAT, and CES surveys
- Receive real-time notifications of all responses and set alerts for negative feedback or low survey scores
- Access real-time analysis reports and track feedback
- Offline capability with the ability to save response data for weeks and automatic sync when the internet is available
- Transform feedback into actionable tasks, assign, take action, and complete the feedback loop effectively
Pricing:
- Starter – 2 devices licenses = $49.00 per month
- Professional – 4 devices licenses = $99.00 per month
- Growth – 10 devices licenses = $199.00 per month
- Enterprise – custom device licenses = custom pricing
3. ContentSquare
Contentsquare is rapidly expanding its popularity among those seeking to enhance customer experience. With its recent acquisition of AI company Upstride and a $500 million Series E funding round, Contentsquare is positioning itself as a leading digital experience analytics platform that prioritizes unique aspects such as AI, accessibility, and digital trust, which are often overlooked by traditional analytics solutions.
Features:
- AI algorithms identify problems and opportunities for revenue growth
- Discover and remove obstacles in the customer experience
- Heatmaps based on website zones: Identify visitor engagement patterns on your site and use that information to optimize
Pricing:
Get a demo to learn more and get the pricing you deserver for your business needs.
4. Mention
Mention is a social media monitoring and management tool that assists you with social listening by uncovering what is being said about your brand online. It tracks over 1 billion sources, including press, review sites, and blogs, and provides a contextual understanding of the sentiment behind these conversations. With Mention, you get actionable insights on how to use this information to enhance the customer experience. Stay informed about what's being said about you and manage the conversation.
Features:
- Stay informed with keyword-based alerts for online mentions of your brand
- Customize your monitoring sources for relevant and accurate information
- Analyze the tone of online conversations about your brand
- Visualize data for easy comprehension
- Connect to major social media platforms and schedule posts
Pricing:
- Solo – 2 alerts = $41.00 per month
- Pro – 5 alerts = $83.00 per month
- ProPlus – 7 alerts = $149.00 per month
- Company – 10+ alerts = custom pricing
5. GetFeedback
With GetFeedback, you can quickly assess customer satisfaction and gather valuable data while they engage with your brand. Surveys can be delivered on your website, newsletter, or through live chat and measure important metrics like NPS, CSAT, and CES. By setting up rules, such as triggering a follow-up task for low CSAT scores, you can automate actions to enhance the customer experience in real time.
Features:
- Measure customer satisfaction using NPS, CSAT, and CES surveys
- Understand customer opinions by analyzing online sentiment
- Make informed decisions with GetFeedback's insights to enhance the customer experience
- Capture customer sentiment through multiple touchpoints, including website, email, SMS, chat, and mobile app
Pricing:
contact sales to get pricing plan options.
Bottom-line
The use of customer experience tools provides valuable insights into your customers' journey, helping to reduce customer churn and increase profits. With the right support from these tools, employees and agents can cultivate strong, long-lasting customer relationships and reap high returns. Consider the options presented to determine the best fit for your unique business needs.
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