The 15 Best Customer Experience (CX Software) in 2025

Customer experience isn’t just a bonus, it’s the battlefield where brands are won and lost. Businesses know that positive interactions lead to loyalty, repeat business, and sales growth.

But, the modern customer journey is a complex web of touchpoints, making it difficult to deliver great experiences consistently. This is where customer experience (CX) software comes in. Modern customer experience management software solutions are advanced tools that help understand, engage, and serve customers throughout their journey, moving far beyond traditional customer relationship management (CRM) functionalities.

This article covers the 15 best CX software solutions to orchestrate, personalize, and analyze your customer journeys and build lasting customer relationships.

15 Top Customer Experience Software for CX Growth

We’ll walk you through the different types of CX software available to improve your customer experience strategy. We’ve featured the top-rated solutions based on leading industry reports and user reviews.

We’ll also discuss key features and benefits and how to use each tool to achieve specific business goals (increasing customer loyalty, customer satisfaction, or streamlining support processes).

But first, here’s a quick overview and comparison of the best customer experience software at a glance before diving into the details.

Customer experience software list

Software	Best For	Key Features	Starting Price	Industry Focus
Nextiva	Unified communications & strong analytics	Omnichannel support, unified communications, advanced customer analytics, VoIP, CRM integration, call pop	$20/user/month (billed annually)	General
Podium	Chat-focused businesses, lead conversion	Centralized inbox, AI-written prompts, high-volume messaging, automated feedback, text-to-pay	$399/month	Home Services, Automotive, Retail
Zendesk	Integration-reliant businesses, robust customer support	Messaging, AI and automation, help center, open API, extensive app integrations	$55/agent/month (billed annually)	General
Qualtrics XM	Survey & feedback management, large enterprises	Predictive AI, third-party integrations, omnichannel support, employee engagement pulse	Price unavailable	General
HubSpot Service Hub	Managing support tickets, integrated customer interactions	Customer portal, knowledge base, live chat, integration with HubSpot CRM	$15/month/seat (billed annually)	General
Birdeye	Managing customer reviews, reputation management	Real-time feedback responses, centralized inbox, review monitoring, automated review responses	Price unavailable	Local Businesses, Retail
Freshdesk	Automated customer support, growing businesses	Knowledgebases, third-party integrations, SLA management, customer journey mapping, reporting tools	$15/agent/month (billed annually)	Startups, SaaS
Intercom	Proactive customer engagement, conversational support	Omnichannel support (live chat, email, in-app messaging), integrated help center, Fin AI Agent, proactive support	$29/seat/month (billed annually)	SaaS, E-commerce
Help Scout	Affordable, user-friendly, human-centric support	Shared inbox, proactive messaging, workflow automation, collision detection, self-service knowledge base	$50/user/month (billed annually)	SMBs, Non-profits

1. Nextiva

Best overall CX software

Nextiva is an AI-driven unified customer experience management (UCXM) software that helps elevate customer interactions across all channels simultaneously. The comprehensive suite of business communications tools includes everything from Voice over Internet Protocol (VoIP) phone service to full CRM integration.

What features do you get with Nextiva?

• Unified communications to streamline communications across multiple channels into one convenient dashboard.
• Advanced customer analytics that provides team performance metrics and specifics on customer interactions.
• Built-in video conferencing for seamless cross-team collaboration and file-sharing.
• 24/7 customer support and data encryption for peace of mind.

How it improves customer experience

Nextiva gives detailed customer insights and a clear view of customer interactions by tracking purchasing behavior, anticipating customer needs, and identifying reasons for low engagement. Use comprehensive CX dashboards for reporting, see where you excel or need to improve, and watch your customer relationships grow.

Pricing

Nextiva offers flexible pricing to suit different business needs, starting at just $20 per monthly user. The Core plan ($30) provides essential tools like a unified inbox and call pop for streamlined customer interactions. The Engage plan ($40) adds advanced features such as real-time analytics and CRM integrations for deeper customer insights. The Power Suite ($60) offers a full range of capabilities for the most comprehensive solution, including omnichannel support and workflow automation.

Read what users are saying about Nextiva on G2.

2. Podium

Best for chat-focused businesses

Podium is a lead conversion tool specializing in customer interactions through text messaging and feedback tools. It mainly serves the home services, automotive, and retail industries. It also offers payment options so your staff can collect payment more easily through text-to-pay and e-card readers.

What features do you get with Podium?

• Automated feedback requests for better, more comprehensive customer insights.
• Centralized conversations in one inbox for a complete customer view.
• Conversational sales AI to keep leads engaged and respond instantly to requests.

It’s a great solution for large enterprises looking to engage customers on preferred platforms and gather instant insights.

How it improves customer experience

Podium makes it easy to connect with customers through their preferred channels like text messaging to communicate effortlessly and close deals faster. Get instant feedback, answer real-time queries with conversational AI, and make data-driven decisions to improve customer experience.

Pricing

Podium offers scalable solutions starting at $399 per month. Businesses can choose between the Core plan for essential chat features and the Pro plan for advanced features, or turn to Podium for a custom Signature plan tailored to their needs. Each tier offers unlimited users, while higher tiers include more monthly bulk messages and phone numbers per account.

Read what users are saying about Podium on G2.

3. Zendesk

Best for integration-reliant businesses

Zendesk is a customer experience management software and sales CRM known for customer service and support solutions, including ticketing and live chat. Zendesk for Service helps your customer service teams personalize messages across channels, address issues faster through AI, and track and organize tickets.

What features do you get with Zendesk?

Zendesk offers several CX benefits for adopters:

• Open API to join Zendesk with your existing tools or build a custom solution with the app framework
• Integrations with around 2,000 other apps and partners for more capabilities
• AI analytics to develop personalized customer experiences for higher retention

It helps enterprises aim for exceptional customer support and service efficiency with an intuitive interface and scalable solutions.

How it improves customer experience

Zendesk connects to existing systems and workflows, creating a central hub for all customer interactions. With access to a massive app marketplace, businesses can customize Zendesk to meet their needs. AI-powered analytics provide valuable insights and enable personalized customer service that enhances customer experience.

Pricing

Zendesk offers tiered pricing to meet different needs and budgets. Businesses can choose between the Suite Team plan for $55 per agent per month, the Suite Growth plan for $89 per agent per month, or the Suite Professional plan for $115 per agent per month, all with annual billing. For larger organizations with specific requirements, Zendesk also offers individual company pricing upon request.

Read what users are saying about Zendesk on G2.

4. Qualtrics XM

Best for survey and feedback management

Qualtrics XM is an experience management (XM) software that helps businesses grow with robust survey and feedback tools. It offers XM solutions to create a unified customer experience, build personalized learning, and collect qualitative and quantitative insights. 

Qualtrics XM can help you conduct user experience (UX) research and track your brand performance so you can quickly respond to opportunities in your market.

What features do you get with Qualtrics?

• Third-party integrations with over 27 channels and 128 data sources into one to gather customer feedback more effectively
• Predictive AI to help identify trends and patterns and create actionable takeaways
• Employee engagement pulse to help manage the employee experience (EX) instead of just customer experience

How it improves customer experience

Qualtrics XM allows companies to collect feedback through multiple channels, including surveys, social media, and in-app forms. Predictive AI identifies key trends and patterns, enabling companies to prioritize improvements and deliver a consistent, personalized customer experience.

Pricing

Qualtrics XM pricing options aren’t readily available, but you can request a quote on their site.

Read what users are saying about Qualtrics on G2.

5. HubSpot Service Hub

Best for managing customer support tickets

HubSpot Service Hub is a customer success management tool that can help you manage customer inquiries, tickets, and feedback.

It organizes customer interactions and automates support to improve communication; it can also help measure CX via metrics like customer satisfaction (CSAT). The company has evolved from an inbound marketing solution to a full-featured CRM and customer management solution.

What features do you get with HubSpot Service Hub?

• A customer portal for tracking all customer interactions, including inbound calls and ticket conversations.
• A knowledge base self-service help desk so customers can tackle low-level inquiries on their own.
• Live chat to route customers to the right destination automatically.
• Integration with HubSpot’s CRM platform, allowing you to manage customer success and relationships across sales, marketing, and support teams.

How it improves customer experience

With HubSpot Service Hub, businesses gain a 360-degree view of their customers, automate repetitive tasks with workflows and chatbots, and provide customers with a knowledge base for self-service support.

Pricing

Businesses can choose between the Starter plan for $15 per seat per month, the Professional plan for $90 per seat per month, or the Enterprise plan for $130 per seat per month, all billed annually. A free plan is also available for trial or individual users.

Read what users are saying about HubSpot Service Hub on G2.

6. Birdeye

Best for monitoring and managing customer reviews

Birdeye is a review and reputation management software that analyzes online reviews to spot opportunities for improvement.

It can also automate review responses to create quick feedback loops that show customers you’re on top of it — whatever “it” happens to be in their case.

What features do you get with Birdeye?

Birdeye creates a holistic view of the omnichannel customer experience with several features:

• A unified platform to centralize the entire customer journey in one place
• AI analytics to develop personalized customer experiences for higher retention
• Integrated functionality for reputation management across multiple touchpoints

How it improves customer experience

Birdeye allows businesses to monitor and manage online reviews from a single platform. Automated templates and custom responses help engage with customers efficiently, while analytics provide valuable insights for reputation management.

Pricing

Birdeye pricing options aren’t readily available, but you can request a quote on their site. Customers report better visibility on social media, including Google, Facebook, and Instagram, but they also note that the price sometimes outweighs the benefits.

Read what users are saying about Birdeye on G2.

7. Freshdesk

Best for startups

Freshdesk is an AI-powered customer experience management software. It focuses on customer service, IT service, and sales and CRM.

Enterprise accounts can take advantage of intelligent virtual agents (chatbots) to scale their CX operations, analyzing interactions at nearly every customer touch point.

What features do you get with Freshdesk?

Freshdesk has several cloud-based communication features to implement a CX strategy:

• Service-level agreement (SLA) management to set clear expectations
• Customer journey mapping for detailed, data-driven analytics
• Centralized dashboard to promote agent collaboration and avoid repetition

Freshdesk also offers several reporting tools to arrange and present takeaways from data analysis in a digestible format. This helps team collaboration by promoting information flow between departments and lowering the standards for understanding those key takeaways.

How it improves customer experience

Freshdesk’s intuitive interface and collaboration tools drive better team collaboration and provide exceptional customer service, ensuring happy customers and a thriving business.

Pricing

Freshdesk lets you start with the free plan for up to 10 agents, then upgrade to the Growth plan ($15 per agent per month) for growing teams, the Pro plan ($49 per agent per month) for advanced features, or the Enterprise plan ($79 per agent per month) for large teams with complex requirements. All plans are billed annually.

Read what users are saying about Freshdesk on G2.

8. Intercom

Best for proactive customer engagement

Intercom is a conversational platform that helps companies proactively engage with customers across the entire customer lifecycle. From lead generation to customer support, Intercom makes it easy to connect with customers in personalized and meaningful ways.

What features do you get with Intercom?

• Omnichannel support including live chat, email, in-app messaging, and social media
• Integrated help center and easily searchable knowledge base.
• Fin AI Agent to automate support tasks, answer common questions, resolve simple issues, and qualify leads.
• Proactive support to trigger automated messages based on user behavior

How it improves customer experience

Intercom’s AI-powered automation efficiently resolves issues and proactive engagement personalizes interactions at every touchpoint, resulting in a customer-centric experience.

Pricing

Intercom offers three plans: Essential, Advanced, and Expert. Each plan requires a seat for the help desk and includes access to Intercom’s AI Agent and channels, both of which have additional usage charges. The Essential plan is $29 per seat/month, the Advanced plan is $85 per seat/month, and the Expert plan is $132 per seat/month.

Read what users are saying about Intercom on G2.

9. Help Scout

Best for help desk management.

Help Scout is a customer service software that emphasizes a human-centric approach while offering powerful features in an intuitive and easy-to-navigate interface.

What features do you get with Help Scout?

• Shared inbox: Collaborate with your team to manage all customer conversations in one place.
• Proactive messaging: Send targeted messages to guide users, offer assistance, or gather feedback at key points in the customer journey.
• Workflow automation: Automate repetitive tasks, such as assigning conversations, tagging requests, and sending follow-up emails, to save time and improve efficiency.

How it enhances customer experience

Help Scout enables fast, collaborative support through a shared inbox and collision detection. It offers a self-service knowledge base, messaging for faster resolutions, and unifies customer data, supporting multi-channel communications to deliver a personalized customer experience.

Pricing

Help Scout offers three straightforward pricing plans, free for up to 50 contacts, $50 per user per month for the Standard plan, and $75 per user per month for the Plus plan. All plans include core features like live chat, shared inbox, self-service, and knowledge base, with higher tiers offering more integrations, reporting, and security features. Annual billing provides savings compared to monthly pricing. There’s also a 15-day free trial.

Read what users are saying about Help Scout on G2.

10. LiveChat

Best for real-time customer interaction

LiveChat is live chat software that helps businesses connect with customers in real time. With a focus on speed and efficiency, LiveChat makes it easy to answer questions, solve problems, and build customer relationships.

What features do you get with LiveChat?

• Customizable chat widget: Match your chat widget to your brand’s look and feel for your website.
• Canned responses: Use pre-written responses to common questions.
• Chat routing: Direct customers to the right agent based on their needs.
• Integrations: Connect LiveChat with CRM and help desk software for a unified customer experience.

How it improves customer experience

LiveChat offers instant, real-time support through features such as canned responses, customer input insights, and agent routing, enabling quick processing of requests and personalized interactions. Features like file sharing, chat ratings, and transcripts further streamline support, collect feedback, and enable continuous service improvement.

Pricing

LiveChat offers four pricing tiers: Starter ($20/agent/month annually) for basic needs, Team ($41/agent/month annually) for growing teams, Business ($59/agent/month annually) for robust features, and a custom-priced Enterprise plan. All plans are cheaper with annual billing and a 14-day free trial is available.

Read what users are saying about LiveChat on G2.

11. SurveyMonkey

Best for gathering customer feedback

SurveyMonkey is a popular survey platform that makes it easy to create and send surveys to collect customer feedback. With a wide range of templates and question types, SurveyMonkey helps distribute surveys, analyze customer interactions, and gather valuable customer insights,

What features do you get with SurveyMonkey?

• Extensive templates: Choose from a variety of pre-built templates or customize them.
• Diverse question types: Ask a wide range of questions, including multiple-choice, open-ended, rating scales, and more.
• Advanced data analysis: Analyze customer data and survey results with charts, graphs, and powerful filtering options to identify trends and patterns.
• Customer engagement metrics: Gauge customer satisfaction with tracked metrics like customer effort score (CES), net promoter score (NPS), and customer satisfaction rate (CSAT).

How it improves customer experience

SurveyMonkey’s intuitive interface makes survey creation and distribution easy, even for beginners. Its mobile-friendly design ensures a seamless experience for respondents on any device. Real-time reports provide instant insights and enable quick, data-driven decisions. For more sophisticated needs, advanced features like branching logic and piping enable dynamic, personalized survey experiences.

Pricing

SurveyMonkey offers separate pricing plans for individual and team users, with discounts for annual subscriptions. Individual plans range from a basic free plan with limited features to paid plans with more answers, advanced features, and customization options, starting at $32/month per year.

Read what users are saying about SurveyMonkey on G2.

12. GetFeedback

Best for enterprise-grade feedback management

GetFeedback is a customer experience platform for enterprise businesses. With a focus on integrations and advanced analytics, GetFeedback enables large businesses to collect, analyze, and act on customer feedback across communication channels.

What features do you get with GetFeedback?

• Omnichannel feedback collection: Gather feedback from surveys, email, SMS, and in-app feedback forms.
• Advanced analytics: Analyze your feedback data with powerful reporting and dashboards.
• Integrations: Connect GetFeedback with your CRM, marketing automation, and other business tools.
• Actionable insights: Identify trends and patterns in your feedback data to improve your customer experience.

How it improves customer experience

GetFeedback gives you a complete picture of the customer experience and multiple tools to identify key areas for improvement and prioritize actions based on customer feedback.

Pricing

The customer experience platform offers custom pricing based on different business needs. Contact its sales for a quote.

Read what users are saying about GetFeedback on Gartner.

13. Medallia

Best for large-scale customer experience programs

Medallia is a leading customer experience management software that helps large companies capture, analyze, and act on customer feedback across all touchpoints. With a focus on AI and machine learning, Medallia delivers key insights to improve customer experiences and drive business growth.

What features do you get with Medallia?

• Omnichannel feedback collection: Gather feedback from different channels, including surveys, social media, online reviews, and in-app feedback forms.
• AI-powered text analytics: Analyze customer feedback from different sources to identify key themes, sentiment, and emerging trends.
• Predictive analytics: Forecast customer behavior, identify churn risks, and proactively address issues.

How it improves customer experience

Medallia offers powerful analytics and reporting tools to gauge customer feedback, identify trends, and measure the impact of CX initiatives. Its AI ​​focus allows you to continually learn from customer feedback and improve the customer experience over time.

Pricing

Medallia offers custom pricing based on your business needs. Talk to its sales team for a personalized quote.

Read what users are saying about Medallia on G2.

14. Sprinklr

Best for marketing management

Sprinklr is a comprehensive customer experience management platform that manages customer-facing interactions in a central hub. From social media to customer support, Sprinklr provides a unified platform to listen, engage, and analyze omnichannel customer interactions.

What features do you get with Sprinklr?

• Social media management: Manage all your social media channels from one platform, including publishing content, monitoring conversations, engaging with audiences, and tracking performance.
• Customer care: Offer omnichannel customer support through social media, email, chat, phone, and messaging apps.
• Marketing automation: Automate marketing tasks and workflows, such as lead nurturing and campaign management.

How it improves customer experience

Sprinklr identifies key drivers for enhancing customer satisfaction and loyalty, personalizes interactions, and optimizes the customer experience at every touchpoint. The customer experience management platform’s AI-powered insights understand customer sentiment, identify trends, and support data-driven decisions to improve customer engagement and drive business growth.

Pricing

Sprinklr’s Self-Serve Customer Service Solution starts at $199 per user/month (billed annually). For its other plans, you’ll have to request custom pricing. The packages are designed for case management and offer ticketing, automation, knowledge base, and live chat features. Sprinklr also offers Conversational AI + Bots, starting at $199 per user/month (billed annually), with a focus on AI-powered self-service and bot-driven automation.

Read what users are saying about Sprinklr on G2.

15. Salesforce Service Cloud

Best for CRM-integrated customer service

Salesforce Service Cloud is a customer service platform that integrates with Salesforce CRM and offers a 360-degree customer view to deliver personalized and efficient support experiences.

What features do you get with Salesforce Service Cloud?

• Case management: Track and manage customer issues with a centralized case management system.
• Omnichannel support: Provide support across multiple channels, including email, phone, chat, social media, and messaging apps.
• AI-powered chatbots: Automate routine tasks like answering common questions and qualifying leads and provide instant support with AI-powered chatbots.
• Service analytics: Track key metrics such as case resolution times and customer satisfaction to measure performance and identify opportunities for improvement.

How it improves customer experience

Salesforce Service Cloud gives key insights into customers’ purchase history, interactions, and preferences, so you can tailor solutions and anticipate customer needs. The customer experience platform’s omnichannel capabilities ensure a consistent customer experience.

Pricing

Salesforce Service Cloud offers four pricing tiers:

Starter at €25/user/month for basic case management, Professional at €80/user/month for more advanced features and automation, Enterprise at €165/user/month for comprehensive customization and reporting, and Unlimited at €300/user/month for maximum features, support, and customization options.

Read what users are saying about Salesforce Service Cloud on G2.

Benefits of Customer Experience Software

CX software has become essential for businesses that want to succeed in a customer-centric world. It’s a comprehensive toolkit for understanding and engaging customers, delivering tangible benefits that impact your bottom line.

• Boosts satisfaction & loyalty: CX software enables businesses to understand customer needs, identify customer pain points, and deliver personalized experiences that drive loyalty and advocacy.
• Reduces churn & improves retention: Identifies at-risk customers through behavior and feedback analysis, triggering proactive interventions (e.g., special offers) to increase customer lifetime value and create more opportunities for upselling and cross-selling.
• Enhances brand reputation: Positive customer experiences facilitated by CX software lead to positive word-of-mouth, online reviews, and social media mentions, strengthening brand image.
• Enables data-driven decisions: Transforms customer data into actionable insights, allowing informed decisions across departments (e.g., product development, marketing) to improve products, services, and customer experience.
• Increases efficiency & streamlines interactions: Automates tasks (e.g., chatbots for routine queries), integrates with other systems, and provides clear insights, leading to improved efficiency, reduced operational costs, and a better customer experience.

Key Features to Look for in CX Software

The first step in choosing the right customer experience management software is knowing the features it offers. Below are the ten most important features that a good CX management software should have — and how these features help you.

Here are the essential features to look for in good CX software and why they matter:

• Customer data management: Gives you a complete view of each customer (contact info, history, preferences) to personalize interactions.
• Customer journey mapping: Visualizes the customer experience, helping you understand their path and identify areas for improvement.
• Omnichannel customer service: Provides consistent service across all channels (e.g., email, chat, social media), creating a seamless experience.
• Feedback management: Collects customer feedback (likes/dislikes) to help you tailor your offerings and address their needs.
• Analytics & reporting: Provides customer data and insights to help you understand customer behavior and make informed decisions.
• Segmentation & targeting: Groups customers based on similarities (e.g., demographics, behavior) so you can personalize your approach.
• Automated workflows: Automates routine tasks, freeing up your team to focus on more complex issues.
• Customer service tools: Equips your customer service team with tools like knowledge bases and ticketing systems to resolve issues efficiently.
• Integrations: Allows your CX platform to connect and share customer data with other business systems, improving data flow and overall efficiency.
• Personalization: Empowers you to deliver tailored experiences that resonate with individual customer needs and preferences, leading to increased satisfaction and loyalty.

Choosing the Right CX Software

Choosing the right CX software impacts your ability to achieve your customer experience goals. Here’s how to pick the best customer experience management software:

Identify business needs and goals

Define your CX goals, pain points, and desired outcomes. What do you hope to achieve with CX software?

Do you want to improve customer satisfaction, reduce churn, streamline support operations, or gain deeper insights into customer behavior? Do you need to improve your online reputation or are you more focused on understanding customer journeys?

Clearly understanding your goals will help you prioritize features and functionality.

Consider budget and resources

Set your budget and the resources (personnel, time) for CX software implementation, training, and ongoing management. Customer experience software solutions vary widely in price, from affordable options for small businesses to enterprise-class platforms with rich features.

Research and compare different vendors

Do your research and compare different CX software vendors. Consider their areas of expertise (e.g. VoC, customer journey mapping, analytics), features, pricing models, reputation, and customer reviews. Read user reviews and industry reports to assess the effectiveness and usability of different solutions.

Request demos and trials

Don’t rely solely on marketing materials. Get free trials and demos for a hands-on experience with the software. You can then better assess the interface, functionality, and suitability for your needs. Involve team members from different departments to ensure the customer experience solution meets all requirements.

Consider industry-specific solutions

Some customer experience software vendors offer solutions tailored to specific industries, such as retail, healthcare, or financial services. Industry-specific solutions often address unique challenges and regulatory requirements and provide a more targeted approach to customer experience management. If your company operates in a specialized industry, explore these options.

Enhance Your Customer Experience With Nextiva

Even with standout product features, you need more to offer that entices customers to stick around. Customer experience software can help your customers and prospects feel valued when interacting with your brand.

People make buying decisions based on the experience you provide during the entire customer journey. CX software helps spot areas that need improvement to keep a consistently high-quality experience for every user.

For organizations that need a unified, holistic customer experience tool, Nextiva stands out with its cloud communication tools, customer-centric features, and scalable and affordable pricing.

Customer Experience Software FAQs

For more on CX software, look at these frequently asked questions.