The Best Customer Experience Management Software in 2022

HubSpot is one of the big names in inbound marketing. But is the customer experience software it developed any good?

What Is HubSpot Service Hub?

The HubSpot Service Hub brings all essential customer experience tools to the same platform. It helps you meet your clients’ expectations through:

• Automated and self-service solutions for quick support
• Team management for easy permission controls and availability management
• Channel integrations to ensure messages always reach support and get an equal amount of attention
• HubSpot CRM to track and analyze customer data
• Proactive support tools like satisfaction surveys and customizable materials for each user

Ultimately, HubSpot integrates different pipelines to optimize your ticketing, help you scale support, and ensure your clients have the best customer experience.

Pricing 

You can get HubSpot as part of one of four plans: 

Free

The forever free plan includes all basic features—contact management, live chat support, ticketing functions, and a team email. All the tools are neatly packed in an easy-to-use layout, and you even get a reporting dashboard.

Starter

If you’re managing multiple ticketing pipelines, this is the ideal plan for you. For $50/month (or $45/month if you pay upfront for the whole year,) you get multiple pipelines and currencies, as well as simple automatons and conversation routing.

Professional 

This comprehensive set of customer experience management solutions costs $400/month (or $360/month if you pay upfront for the whole year). You can create a knowledge base and automate the help desk for quick service. The plan also includes proactive support tools like customer satisfaction surveys.

Enterprise

Finally, for $1200/month, you get the full customer experience suite. You can manage your team, setting up permissions, user roles, and team goals. Other handy tools include the Playbook (a knowledge base with guidelines for your employees) and the single sign-on feature.

Best Features 

• Robust customer experience management software 
• Multi-channel integration
• Automation tools
• Proactive customer support
• Team management and permissions
• Fully functional free version

What We Disliked 

• Team management only with Enterprise
• Subpar mobile experience

HubSpot Service Hub User Reviews

Generally, the HubSpot Service Hub gets positive reviews from business owners and customer support managers.

Some of the key perks that users enjoy include the holistic approach of its tools and the comprehensive all-in-one functionality.

The main complaints include less-than-stellar HubSpot customer support and some issues with automation. Clients also point out that the total price of the software quickly increases, especially if you opt for any upgrades.

We Recommend HubSpot Service Hub For

HubSpot is one of the most well-rounded customer experience solutions. Since there is a functional free version and the scalability is great, we think it’s an excellent option for startups and growing companies.

This quintessential customer service software is used by 200,000 companies and counting. But is it right for you?

What Is Zendesk?

Zendesk is a customer support and sales tool that facilitates communication across phone, email, and messaging apps.

The Zendesk Support Suite stands out with comprehensive cross-channel support, an easy-to-navigate agent workspace, and stellar integrations. Zendesk is super simple to set up, and since it’s so popular, there’s also a large community and plenty of resources.

Overall, Zendesk is one of the best customer experience suite options for fast-growing companies and those who need a solid, long-lasting solution.

Pricing 

The Zendesk Support plans include:

• Team plan for $59/agent/month (or $49 with the annual subscription) with all public apps and integrations, as well as performance tracking and analytics.
• Growth plan for $99/agent/month (or $79 with the annual subscription) with multiple help centers, satisfaction surveys, multi-language support, and others.
• Professional plan for $125/agent/month (or $99 with the annual subscription) with numerous perks for phone support, access to community forums, and better collaboration tools.
• Enterprise plan for $199/agent/month (or $150 with the annual subscription) with multi-brand support, advanced dashboard features, a satisfaction prediction tool, and other custom objects for a tailored customer experience.

To ensure you’ll get the best CX software, you can test out the plan you picked with the 30-day free trial before purchasing it.

Best Features 

• Full-featured solution
• Easy setup
• Comprehensive, cross-channel support
• Intuitive workspace layout 
• Multi-language and multi-brand support
• Highly scalable

What We Disliked 

• No free version
• Pricy for all features

Zendesk User Reviews

Zendesk is one of the most popular customer experience management tools, and it’s also one of the best-liked. 

Users enjoy the easy setup and navigation, which improve agent productivity and boost customer support quality. They also love the resources and community you get with Zendesk—virtually every entrepreneur and their mom is using it nowadays. 

But the CEM tool is not without faults. Some of the common shortcomings that clients mention are the high prices and the lack of a free version. While most people are happy with the setup, if you have a larger team, do set aside time to get started—some users say the process was more time-consuming than expected.

We Recommend Zendesk For

Zendesk is a popular, highly scalable solution, and it’s one of the first options most companies consider. If you’re looking for a quick setup and robust functionality, this is one of the best options for you.

Adobe does it all, right? Let’s see what this experience managing tool has to offer:

What Is Adobe Experience Manager?

Adobe Experience Manager is a content management software that helps you market yourself and build relationships with customers. 

The digital asset management functionality helps you create personalized content and deliver it at scale. There is built-in Creative Cloud connectivity (one of the perks of choosing an Adobe tool) for easier collaboration. You can also use governance rules and automated workflows to create dynamic experiences without doing the heavy lifting. 

You can gather and organize information in the same environment and even translate pages at the click of a button. 

Adobe Experience Manager features enrollment functionality within the platform too. Overall, this is one of the most unique and full-featured digital asset CX solutions you’ll find on the market.   

Pricing 

The Adobe Experience Manager pricing is quote-only, but they’re very quick at giving you an offer. To get a quote, fill out their form, and customer support will contact you shortly.

The prices can vary significantly between businesses, so it’s hard to give you an estimate of what to expect.

This pricing strategy ensures you get a service specifically tailored to your business. A sales representative will help you create a plan with access to all the features you need, depending on your company structure and industry.

Best Features 

• Excellent digital asset management
• Smart automation
• Easy content personalization
• Enrollment functionality
• All-in-one platform

What We Disliked 

• Not for small businesses
• Quote-only pricing

Adobe Experience Manager User Reviews

The Adobe Customer Experience Cloud is relatively popular among mid-size (and larger) businesses. Clients appreciate the centralized, easy-to-navigate platform that facilitates collaboration and speeds up any changes you need.

The Cloud is a one-stop solution to integrate a lot of information and optimize productivity across your marketing effort. 

But there are some problems too. Minor details aside, the chief complaint people have are the occasional crashes and lags—which can be more or less common, depending on your custom implementation. 

We Recommend Adobe Experience Manager For

The Adobe Experience Manager is an excellent consumer experience management software for mid-size to enterprise-level companies. Robust, powerful, and productivity-boosting, it’s one of the best tools you can choose for your business.

Acquire.io promises a one-stop-shop for all your customer experience needs. Do they deliver?

What Is Acquire?

Acquire is a helpdesk platform that brings the complete customer journey in the same space. It helps you create the best customer experience with: 

• Acquire Unified View, where you can track and visualize all client data and communicate across channels
• Unified inbox for all customer service channels where agents can easily respond to relevant queries
• AI Chatbot to handle the bulk of repetitive questions and redirect to humans quickly and efficiently.
• Acquire Live Chat for quick and easy support
• Video and voice call support to humanize your support team and improve customer satisfaction
• Co-browsing solution for secure, download-free on-screen help (bye-bye, lengthy explanations!)

Plus, Acquire’s customer experience platform integrates smoothly with a wide range of support and sales apps. You get a bunch of ready-made solutions, but you can also create custom-built integrations with APIs and webhooks.

Pricing 

Acquire used to offer a $40/agent plan with a minimum of five agents. Now pricing is quote-only and tailored to your needs. To get a customized proposal, fill out the form and the sales team will get in touch with you.

Best Features 

• All-in-one solution
• Unified customer view
• One inbox for all channels
• Video and voice call support
• Chatbot and live chat function
• No-download co-browsing solution

What We Disliked 

• Quote-only pricing
• No free trial

Acquire User Reviews

Acquire isn’t as popular as Zendesk or the other big customer experience management solutions. But the people who use it really love it.

Clients praise Acquire as a highly-functional, omnichannel platform, which makes their agents’ lives easier, and their customers’ experience better. The quick and efficient support team, as well as the handy co-browsing tool, are other common points of praise. 

One of the most frequent downsides that users mentioned before was the lack of a mobile application. 

But now there is one! 

You can get Acquire on iOS or Android and let agents communicate with clients, even when they’re off their workstations.

We Recommend Acquire For

Acquire is an excellent, highly scalable, and customizable product that works for businesses across industries and company sizes. That said, we think it’s best for mid-sized firms, especially those looking to grow and scale.

Satmetrix boosts client loyalty by helping you understand the full picture of their needs. But how does it stack up on the customer experience software market?

What Is Satmetrix?

Satmetrix is a customer experience management system that gathers and analyses feedback to power data-driven actions and improvement.

Satmetrix’s key features include: 

• Real-time customer insights through direct and indirect feedback and operational metrics
• Employee engagement boost with workflow management and collaboration features
• Dynamic, AI-powered analytics to translate data into actionable advice
• Self-service tools to help you set up the customer experience management platform faster than ever

Ultimately, Satmetrix is unique because it focuses on customer experience data and harnesses it to drive improvements that truly make a difference. We’re data nerds here, so we love that about Satmetrix!

Pricing 

Satmetrix pricing is available on a quote-only basis. Get a proposal (and a free demo) by filling out their form.

Unfortunately, we can’t give you an estimate for the price of this product—there are relatively few reviews online and not even a guesstimate in any of them.

You’ll have to contact the team and find out for yourself.

Best Features 

• Integrates all customer feedback
• Data-driven insight
• AI and machine-learning-powered 
• Employee productivity features
• Self-service tools

What We Disliked 

• Quote-only pricing
• Not small-business-friendly
• Steep learning curve 

Satmetrix User Reviews

Satmetrix clients praise it as the best CX software they’ve used. 

Why?

Satmetrix’s holistic approach to customer satisfaction with in-depth data analysis and insight is the main point of praise. Users also love the personal attention and commitment they get from account managers and the support team.

But is it all roses? 

No, of course not. Minor bugs and technical issues exist with any software. Other than that, the steep learning curve is the most commonly quoted downside. Give yourself time to get used to the software, ask the support agents for help, and you’ll be good to go.

We Recommend Satmetrix For

Satmetrix is a stellar tool for client retention and loyalty boosts. In fact, it’s easily one of the top customer experience companies in 2022. But is it the right one for you?

Why do we say that? 

Because customer experience is subjective. 

It’s all about your interaction with the client. How do you measure it? 

Satmetrix has more than a few tricks up its sleeve to help you do that. The AI-powered data analysis means you can turn the information you gathered into actionable tips for improvement.

While Satmetrix is a valuable tool for large businesses, small companies might not get the same benefits. As with any data-driven solution, the more data you have, the better. Plus, Satmetrix is a paid software and you’ll have to budget for it. 

So, while we believe Satmetrix is one of the best customer experience companies on the market, we’d only recommend it to larger organizations.