The more your enterprise scales, the harder it is to hit a home run for customer satisfaction. How can you deliver engaging and personalized interactions when journeys are complex and you have millions of users?
Customer Experience (CX) platforms act as a hub for your customers’ happiness, providing the tools you need to prioritize experience optimization as your business grows.73% of users say CX is the most important factor when deciding whether to purchase from a brand. This enthusiasm from users shines through to your balance sheets as brands that focus on CX see an80% increase in revenue.
What Are Customer Experience Platforms?
Customer experience platforms help enterprises manage and enhance customer interactions across all touchpoints and channels throughout the customer journey. These platforms collect and analyze data such as customer complaints, feedback, and support requests so you can better understand your customers and their needs and preferences.
Types of Customer Experience Platforms
Customer Relationship Management (CRM) systems: Enable enterprises to manage customer relationships as users move through the customer journey.
Marketing automation platforms: Handles campaign management and marketing tasks such as email communications.
Digital Experience Platforms (DXP): Optimize experiences and customer interactions for digital channels and platforms.
Customer survey platforms: Collect and analyze customer feedback through automated reviews and survey requests.
Why Enterprises Need a Customer Experience Platform
Enables personalized experiences: Using the insights and data gained from customer experience platforms, you can deliver personalized interactions and marketing at scale to engage customers through tailored recommendations and content.
Gathers customer feedback: Thanks to aggregated feedback collection features, you can gain a deeper understanding of customer sentiment to improve the customer experience and product development.
Provides marketing insights:Use the insights from the CX platform, including customer behavior and buying preferences, to inform your marketing approach.
Key Features to Look For in a Customer Experience Platform
Integration: Choose an option that integrates with other channels and business process platforms to unify the customer experience.
Data analytics: Enterprises need a CX platform that can handle vast volumes of data. Look for one that provides clear and actionable insights and analytics.
Personalization at scale: Opt for a platform that enables personalization and interactive customer experiences at scale to capture users and boost conversions.
10 Top Customer Experience Platforms
Many of these solutions are components of a broader customer experience ecosystem, such as platforms offering customer service and survey features. Each platform in this list plays a crucial role in addressing customer needs and providing timely support, contributing to a positive overall customer experience. Therefore, you may want to use a collection of solutions rather than just one.
Zendesk is a customer service platform designed to enhance the customer experience and increase customer loyalty through automated and AI-powered communication.
Main features:
AI-enabled personalization and customer service agents.
Add live omnichannel messaging bots across your website, social channels, and more.
Customizable features and add-ons to support enterprise needs as your business scales.
Best for: Managing very high volumes of customer service requests (e.g., eCommerce platforms).
Price: Free trial, then paid plans start from $19/month.
Review: “I really like how Zendesk Support Suite has everything you need to handle customer service smoothly.”
New trends are sweeping the industry, and73% of industry leaders believe AI will power all CX interactions next year. Although Blings is not directly a customer experience platform, it is an AI-driven solution that enables you to automatevideo marketing at scale and enhance the customer experience with personalized, interactive, and engaging bite-sized videos. Using a single video template, you can easily create a video tailored to each user, featuring their individual data and unique preferences.
Main features:
Interactivity: CTA buttons, forms, content exploration, quizzes, social shares, and more within the video’s context to ensure you capture customers’ attention.
Personalization: Use any personalization token available in your CX Platform so that the video will be updated in real time. Send unlimited video variations with unique segmentation so that different audiences will receive unique personalized sequences.
You can also add indirect personalization, such as a greeting based on the time of day, geographical location, and language.
Since the data is being pulled directly from your CX Platform, the video will always be updated in real time to match your database.
Super lightweight: The template weighs about 60kb, so the loading time is instant, and it doesn’t affect page performance.
Seamless integration: Blings can integrate into any CRM or customer experience platform through a simple 5-minute process that doesn’t require IT.
Data is secure: Since the video is created on the end user’s device, all data flows directly from the brand’s servers to the end user’s device. Blings is never exposed to any PII.
Best for: Large-scale loyalty or lead-generation activities and driving engagement and conversions through personalized and interactive videos.
Price: By inquiry.
Review: “Not only is their platform incredibly easy to implement and use but the possibilities and applications for their MP5 videos are practically endless.”
Salesforce is known as a powerful customer relationship management (CRM) solution, but it has evolved to include many excellent customer experience features.
Main features:
AI-powered customer service agents enable faster and more concise customer experiences through helpful service responses.
Integration capabilities, including Slack and SurveyMonkey, for unified customer experience.
Self-serve resources and documentation for best practice guidance.
Best for: Unifying marketing, sales, and customer service in one platform so you can sync communications across the customer experience.
Price: There’s a free trial. Pricing is based on your requirements and industry.
Review: “It has a well-defined set of workflows to handle customer experience and engagement across multiple platforms.”
Podium is an AI-powered platform designed to act as a customer experience copilot for your employees, enabling them to better serve clients and drive more conversions.
Main features:
Automates feedback and review requests to boost your reputation.
Enables automated lead responses via a range of third-party channels.
Visibility over customer histories and interactions in a Unified Inbox.
Best for: Accelerating the sales cycle by marrying sales with customer experience best practices.
Price:The Core package is $399/month, and the Pro is $599/month.
Review: “We use Podium daily to stay in contact with our customers via the chat/text function.”
Help Scout is a customer experience platform that consolidates all customer interactions in one place, including email, social media, live chat, and more.
Main features:
AI to support and personalize response writing.
Enables self-service customer support for your users.
Free resources and best practice guidance on using the platform.
Best for: Synchronizing all customer interactions in one place.
Price: Free trial. Then, the packages range from $22/user/month for Standard to $65/user/month for Pro.
Review: “I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently-used replies with ease is fantastic.”
The Qualtrics customer experience platform enables you to engage customers through review and reputation management tools.
Main features:
Provides advanced analytics on broken customer journeys.
AI-powered contact center so you can identify and assess customer friction.
Automatically scores customer interactions to improve the customer experience.
Best for: Distributing and analyzing customer surveys to monitor the customer experience.
Price: By inquiry.
Review: “Qualtrics is a great online survey platform to measure customer experience.”
Boost Customer Engagement by 8.5X With Blings
Customer experience platforms are an essential staple for any enterprise tech stack. They help you optimize every aspect of the customer journey. One of the most effective optimization strategies is video personalization, which engages customers significantly more than text, images, or static content.
For example, brands using Blings to deliver personalized and interactive video content to their users can see an engagement boost of 8.5X—plus conversion rate uplifts of over 4X.
Our Platform, which enables real-time editing and a full analytics view of the video’s performance, along with their Adobe After Effects extension for professional video creators, allow enterprises to take video storytelling to the next level, boost customer engagement, and optimize video content for ROI.
Schedule a Demo today to discover how your brand can deliver memorable and engaging customer experiences that convert using video tailored to each user.
