4 Best Customer Experience Management Software in 2025! (Tested & Reviewed)
Research shows that 86% of buyers are willing to pay more for a great customer experience; some are even ready to pay a premium of up to 13%.
Customer experience is how customers feel about their interactions with your company. They see how you treat them and the value you provide.
Missing a contact page can frustrate customers because 72% of customers expect immediate service.
So there surely must be a way to provide immediate service and customer experience management software that you can use to build trust and increase sales
I spent the last week testing many customer experience software to share the best ones based on my experience and here's what I found.
4 Best Customer Experience Management Software
1. Intercom
Intercom is the first on our list of the best customer experience tools as it's a well-established company that's been here for long.
Thanks to its AI feature, Fin AI Agent, companies can add an AI chatbot to their website that solves customers’ issues without human intervention.
When the chatbot can't resolve the query, it escalates it to human agents, who will use Fin AI Copilot to quickly find answers without going through dozens of documents.
Additionally, Intercom allows businesses to create help centers where customers can find solutions to the problems themselves.
As a business owner, I prioritize outstanding customer experiences. That's why I wanted to test Fin AI Agent more and share my experience.
I wanted to see how it answers frequently asked questions and walks users through troubleshooting process.
You need to navigate to AI & Automation to access it.
You will find Fin AI Agent on the left menu.
You must first train Fin AI with your content in the setup process.
The content can come from your website, Zendesk knowledge base, or a PDF.
If none of these resources is available, you can train it by writing articles from scratch.
I decided to test the “Custom Answer” function, which allows you to create custom questions and answers. Fin AI will provide the answers if a client asks these questions.
This is great if your customers usually ask questions your existing resources don't answer.
Additionally, I could set the AI chatbot’s personality, which includes its tone and its answers’ length.
The tone, for instance, can be friendly, neutral, matter-of-fact, professional, or humorous. I picked ‘friendly.’
If you provide omnichannel customer service, choose where to show the Fin AI Agent chatbot.
It could be your website, iOS app, or Android app. Intercom also integrates with third party social media platforms like WhatsApp, Facebook, and Instagram.
I selected "users, leads, and visitors" as those who can see the chatbot.
Last but not least, I set Fin to introduce itself with a customized message.
Based on my experience, the Fin AI Agent feature alone makes Intercom one of the best customer experience management software. But let me share more features to back up my claim.
Key Features
1. Knowledge
Intercom’s Knowledge feature supports Fin AI Agent, Fin AI Copilot, human agents, and customers.
Here, I could set folders to organize my content.
I also created as many pieces of content as I wanted to initially.
2. Inbox
Inbox is another feature that makes Intercom one of my favorite customer experience tools.
Intercom’s Inbox is the center of all communication channels, including emails, chat, and social media.
Agents can manage all interactions from a single dashboard.
The separate inboxes let you organize conversations by topic.
For instance, “Team Inboxes” keeps messages needed by team members.
In the Views section, Intercom arranges client communications by platforms: WhatsApp & Social, email, Messenger, and phone & SMS.
3. Reports
Lastly, I checked Intercom’s Reports to see the data it offers that users find valuable.
We can see the number of conversations I handled over some time, including the volume my team managed.
The layout looks good and the filter options let me track trends such as overall growth volume and new conversions by channel.
Best For
- Companies looking to improve customer communication through an AI chatbot and knowledge base.
Pricing
- Essential: $39/month per seat
- Advanced: $99/month per seat
- Expert: $139/month per seat
2. Famewall
Famewall is a tool that helps businesses collect video, text, and social media feedback.
They can analyze the collected feedback to understand their customers’ appreciation, pain points, and improvements.
Full disclosure: I'm also the founder behind the product.
But the reason I kept it on this list is it satisfies a simple need to collect feedback from customers and also turn some into testimonials which can work as a marketing engine
Businesses use Famewall to collect written and video customer experiences through a collection page like the one shown below.
First, head over to the “Collection Page” after creating your free Famewall account.
Next, customize the page by uploading your brand logo and changing the background color.
You can also change the colors of the buttons to suit your brand.
Let's go further by naming your collection page and asking questions to help customers share genuine text experiences.
Recording video feedback can feel like public speaking for customers and some might not be too comfortable.
That's why we ensured you could add guiding questions to help customers overcome this fear.
After all, we know that 72% of customers trust brands with positive video feedback.
Once done with your customization, you can use the preview function that displays the page’s final look.
After publishing the customer experience collection page, you can embed it on your website or send its link to customers.
Customers will be able to easily follow the instructions below and share their experience with your business.
You can then access your collected customer experiences from your Famewall dashboard.
Finally, use a Testimonial Wall to share the best customer experiences online and increase trust. This will build credibility, and thereby increase conversions.
Key Features
1. Analytics
Famewall allows you to analyze customer behavior on your website.
Do you remember the collection page we created earlier? Analytics show the number of page views, engagement count, and engagement rate.
Businesses love this feature because it reveals customers’ experiences and expectations.
For instance, having 10,000 page views in 30 days means website visitors navigate to your page to view video and text feedback.
Analytics is one key feature that makes Famewall a good customer feedback tool.
2. Editing Text and Video Customer Experience.
Let me show you one more way to analyze customer experience.
Famewall allows customer success teams to transcribe video feedback, making it more accessible to all team members.
For instance, transcribing feedback from a Spanish customer will help English team members translate and understand their experience.
What if there was a way to trim video customer experiences and share the shortened parts?
We noticed that things move fast in the customer support departments, so we added the option to cut video parts.
Once trimmed, you can share or download the video with your team to further improve the quality of your service
Your success team can categorize customer feedback for easy management.
Famewall is also one of the best remote video recording tools.
It allows users to record, analyze, and collaborate on video experiences without expensive gear or moving to a physical location.
Coaches, agencies, and creators like Ev Chapman use it as their video marketing software to understand customers' pain points and increase sales by unlocking the barriers.
Best For
- SaaS companies, creators, coaches, and agencies that want to collect and showcase customer experiences in text or video formats.
Pricing
- Free Plan: $0/month
- Standard: $11.99/month
- Professional: $29.99/month
- Business: $99.99/month
3. Zendesk
Zendesk is another tool that deserves to be on our list of the best customer experience software.
Like with Intercom, companies also use Zendesk to create and train AI chatbots, solve customer queries through tickets, and manage clients via detailed lists.
Using Zendesk's AI features, customer support agents can craft detailed help center articles and build workflows that route issues for a superior customer experience.
Zendesk also has its own AI Agents.
These agents answer customers’ inquiries and guide them through procedures like setting up a new payment method.
To access it, click the four-square icon in the top right corner.
Choose AI Agents from the dropdown.
Now, choose the specific AI Agent you want to create which in this example could be an agent for messaging or emailing.
I selected ‘for messaging’ and went forward.
Right after that, click the “Create AI agent” button to continue.
You will now see the interface for setting up your AI agent. You must name it and choose an avatar image.
After entering these basic details, press the next button in the bottom right corner.
I then selected English as the AI Agent language.
Next, I activated the generative AI feature to let the agent summarize relevant help center content when conversing with customers.
I then pressed the “Create AI agent” button to activate my agent.
As part of the training process, you need to set the agent's behavior like how to greet customers.
I also activated the “Generate variations” option to let it use different greetings randomly.
To continue, I set some basic operation rules.
For example, if it answers up to 10 questions for a customer, it might mean the customer still needs help.
In this case, it should hand over the conversation to a human agent.
Let’s continue our journey. I asked the AI agent to ask the customer to rephrase their question if it's unclear.
Next, move to the Answers section to create answers for custom questions that customers might ask.
You can create questions and answers from scratch or choose from existing templates. I went with the latter.
Let's pick ‘Reset Password’ since it's frequently asked by customers of all businesses.
Let's add additional phrases that customers might use to describe their issue, such as:
- Forgot my password,
- Lost my password and
- Can't log in to my account.
Next, I published my agent and started with the test. Publishing your agent means displaying it on your website.
Everything worked well during the test.
My Zendesk AI agent helped me reset my password by following the provided instructions.
But Zendesk has more to offer than just the AI Agent. Let’s continue to dig in!
Key Features
1. Ticketing and Views
Tickets get created when customers submit an inquiry through a form, email, or AI chatbot.
Zendesk tickets allow you to view the customer's name and inquiry.
They also include tags that categorize the ticket and the support agent assigned to it.
What if agents or other admins want to know the ticket progress? Simply add them to the Followers section, and they will automatically receive update notifications.
Finally, using the Notes box, agents can store important information.
2. Customer List
With the Customer List feature, agents can monitor their clientele in one location.
They can view key details such as the customer’s name, email address, tags, and timezone.
These might seem basic but they are essential information.
Let’s take the tags, for example.
Agents use them to categorize and uniquely identify customers.
They can tag customers as loyal, new, one-time buyers, VIPs, or consistent buyers.
They also use tags to categorize customers’ requests: Delivery, product inquiries, complaints, etc.
Best For
- Businesses seeking a customer experience platform to improve customer relationships.
Pricing
- Support Team: $25/month per agent
- Suite Team: $69/month per agent
- Suite Professional: $149/month per agent
- Suite Enterprise: Custom pricing (Contact sales)
4. LiveAgent
LiveAgent is a comprehensive helpdesk with features such as Ticketing, which allows support agents to manage customer inquiries through tickets, and Live Chat.
It allows agents to chat with customers in real-time.
On the other hand, Knowledge Base helps you create a self-service customer portal where customers can find answers themselves.
You get to manage all customer and team interactions via a universal inbox.
Let’s discuss the Live Chat feature and see how it works.
First, go to the Chat icon on the left menu and configure your Chat settings.
While setting up a live chat agent, I noticed I could create a custom one or edit a pre-designed live chat button.
The edit option lets users change the live chat button icon, name, and language. They can also set what happens when no agent is online, like asking visitors to use the contact form.
Next, I set up chat variables such as routing time and options.
For example, I want inquiries to be randomly assigned to available agents.
If that agent does not respond within 30 seconds, the system will route the inquiry to another available agent.
I was impressed by the setting that allows agents to see what a customer is typing before they even send the message.
This can help the agent prepare well and know what answer to give the customer.
Key Features
1. Knowledge Base
A self-service feature called Knowledge Base lets you reduce the burden on your support agents.
This feature allows you to build a customizable FAQ library, add external articles, and fully organize your content to answer customers' questions.
Here, you can organize the content into categories, and your customers can use a search bar to find the answers to their questions.
You can create an article, a category, or a forum.
Take the Category setting as an example.
With this, I created a category called “Inquiries about Pricing” and made it public.
I also included a list of keywords for SEO optimization. It helps customers find answers to their queries using appropriate keywords.
2. Reports and Analytics
There is a summary of response times, resolution rates, and overall customer satisfaction with your support system.
Interestingly, “My Report” function allows each human agent to view detailed insights into their work.
They can track their
- Working hours,
- Resolved and unresolved tickets,
- Positive and negative ratings,
- And so on.
Knowing their strengths and weaknesses will improve their productivity.
Best For
- Customer support teams that want a comprehensive tool with chat, inbox, ticketing, and knowledge base features.
Pricing
- Small Business: $15/month per agent
- Medium Business: $29/month per agent
- Large Business: $49/month per agent
- Enterprise: $69/month per agent
Choose the Best Customer Experience Software
And there you have it! I shared four of the best customer experience management software.
I gave you the tools to build trust, from Famewall, which collects video experiences, to Zendesk, which creates AI chatbots
We compared their key features, pricing, and the target customers who'd benefit from them.
Now it is your turn to choose the best customer experience software for your business needs.
I enjoy writing articles where I thoroughly test and review business tools. Check out the following posts, for example:
Try Famewall for free to start collecting video testimonials from customers with a simple link & display them as social proof on your websites without writing any code
