Top 10 customer journey mapping tools for winning 2024

Introduction

In a world where there are at least a few tens of businesses to rival you, how do you stand out?

One of the easiest ways is to make sure your customers stay loyal to you. Deliver the non-negotaibles right. One of those non-negotiables is the experience you provide to your customers. What sets you apart is the way your customers feel when they interact with your brand - the whole shebang from browsing your website to getting support when they need it. That's what we call customer experience, and it's the golden ticket to winning hearts, minds, and wallets in today's cutthroat market.

But here's the kicker - while every business knows the importance of delivering a top-notch customer experience, actually pulling it off is like trying to catch lightning in a bottle. Try it, you’d have a hard time making it happen. Although you might not hurt yourself (not physically, at least) trying to perfect your customer experience, the struggle will be similar. Why? Because it's tricky, it's nuanced, and it's ever-evolving.

Now that I’ve successfully managed to explain the magnitude of this task, let me also be the one to provide you the pacification that it’s doable. With the right attitude, right principles and of course the right set of tools - everything is possible. Well.. almost everything; because you’re not catching that lightning in a bottle, my friend!

The right principles can vary from business to business based on what you do, who your customers are etc. While defining the perfect attitude towards customer service may also be a journey of self-discovery for your brand, what I can offer you today are the essential tools needed to deliver exceptional customer experiences. With the right customer experience software in your arsenal, you can streamline processes, gain valuable insights about your customers, and ultimately provide unforgettable experiences that keep customers coming back for more. A great customer experience software provides everything from intuitive interfaces to robust analytics, enable you to understand your customers better, anticipate their needs, and exceed their expectations at every touchpoint.

If any of you reading this is thinking - “do I really need a good customer experience software like this random guy from Zipy is saying on this random internet article I stumbled upon?”, then let me ask you this - you wouldn't embark on a road trip without a map, would you? The ultra-adventurers amongst you shouldn’t answer this, because I know you would. The point is, most people need a map - for those it is a necessity. A good customer experience software is your map to success. It helps you plot out the best route to customer satisfaction, guiding you through every twist and turn of running a successful business.

So, whether you're fine-tuning your product offerings, streamlining your support channels, or crafting targeted marketing campaigns, an awesome customer experience software is absolutely necessary. It's the key to building stronger connections, fostering loyalty, and ultimately, driving business growth.

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Customer Experience Software

Some businesses always seem to have an uncanny ability to anticipate their customers' needs. They also somehow deliver exceptional service every time. Well it’s not somehow - most of it is down to having an excellent customer experience software helping their teams out. Having a trusty sidekick like Robin helped Batman, and a great customer experience software is no less that your own Robin.

Some key things that you might need to get out of your Robin are as follows -

Primary Functions:

Data Collection and Analysis: Any customer experience software needs data to do its job well. More often that not, your customer experience software will be the one that collects and analyzes data from multiple sources, including websites, mobile apps, social media, and customer support channels. This data is used to provide businesses with actionable insights into customer interactions and preferences.

Customer Feedback Management: Another facet of many customer experience software is that they facilitate the collection and management of customer feedback too. This is usually done through surveys, reviews, and social media monitoring. Customer feedback analysis will help your business understand customer sentiment and know what to improve.

Customer Journey Mapping: Remember that your customer experience goes way beyond the purchase stage of the customer lifecycle. It is a constant factor that is going to help you retain your customers. Customer experience software allows businesses to visualize and analyze the complete customer journey. That means all the way from the initial awareness to post-purchase support. This helps identify pain points and opportunities for optimization.

Personalization and Targeting: Many customer experience platforms offer personalization capabilities. This allows the businesses using them to tailor interactions and communications based on individual customer preferences and behavior.

Performance Monitoring and Reporting: These tools provide dashboards and reports to track key performance indicators (KPIs) related to customer experience, such as satisfaction scores, retention rates, and customer lifetime value.

Key Benefits:

Now that you know what to consider when choosing a customer experience software, you also need to be aware of what benefits it might bring to your business.

Improved Customer Satisfaction: Customer satisfaction is one of the key indicators of how your customer experience is. By understanding and addressing customer needs more effectively, you can ensure overall satisfaction when customers use your platform/product.

Increased Retention and Loyalty: History has shown that personalized experiences and proactive support lead to higher customer retention rates and increased brand loyalty.

Better Decision-Making: Want to make informed decisions and prioritize initiatives that have the greatest impact on customer experience? That’s what data-driven insights provided by customer experience software can give you.

Streamlined Operations: Some customer experience software offers automation and optimization features that help streamline your processes and reduce friction in the customer journey. This translates to greater efficiency and a bunch of cost savings.

Competitive Advantage: Businesses that prioritize customer experience gain a competitive edge by differentiating themselves in the market and attracting new customers.

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Choosing the Right Customer Experience Software

By now, I assume you have an idea about the functionalities & benefits you need to look for in a customer experience software. But, how would you know if you’ve got your hands on the best customer experience software? Or even when you’re looking for options - how would you know which one to choose?

Well, like anything else in life, there are a few factors to consider. So, I’m briefly going to touch on these factors including some non-technical aspects that will help set up your customer experience software.

We’ve already discussed how you'll want to assess the features offered by each software solution. Look for functionalities that address your specific requirements, such as data collection and analysis, customer feedback management, journey mapping, personalization capabilities, and performance monitoring tools. However, the important thing to note here is that these features should not only meet your current needs but also accommodate future growth and evolving customer demands.

Scalability is very essential, especially if you anticipate that your business will be expanding or will increase customer volume over time (if you’re not envisioning that - let's infuse a bit of optimism into your outlook, shall we?). Ensure that the software can accommodate your growing needs without compromising performance or functionality. Scalability will prevent you from outgrowing your software solution and having to undergo the cumbersome process of migrating to a new platform.

Ease of use is another critical factor to consider. The software should be intuitive and user-friendly. It should allow your team to leverage its capabilities easily and without extensive training or technical expertise. That should make it easier for you to convince your team to use a new tool that improves their productivity.

I’m personally also a big fan of recommendations from people who’ve used the software before. Customer reviews and testimonials can offer valuable insights into the real-world experiences of other businesses using the software. Take the time to read reviews on independent review platforms, social media channels, and industry forums to gauge user satisfaction, reliability, and overall performance of any new customer experience software you’re considering. Pay attention to any recurring themes or issues raised by customers to identify potential red flags or areas of concern. You should also consider the industry reputation and track record of each software provider. Choose a reputable vendor with a proven history of delivering high-quality solutions and exceptional customer support. A trusted provider will offer reliability, security, and ongoing innovation (very important if you want yourself to evolve with changing needs) to support your long-term success.

Finally, pricing should be a significant consideration for any business decision. Understand the cost structure of each software solution, including subscription fees, licensing models, and any additional charges for premium features or support services. Determine whether the pricing aligns with your budget and whether you see a significant return on investment in using the tool being considered. Is anything ever purchased without a bit of haggling anyway?

What Are Your Options?

Alright, let's cut to the chase and dive into what you're really here for - your options.

When it comes to customer experience software, the options are as diverse as a buffet spread. Each software has its own unique strengths and weaknesses. By now you should know that customer experience covers a broad spectrum, so depending on what aspect you're keen on optimizing, you can cherry-pick the one that fits you the most. So, get ready as we explore the different facets of customer experience and match them up with the tools that'll have your back when it's time to amp up your customer satisfaction meter.

1. Zipy

Zipy is a comprehensive customer experience software that excels in giving you and your business deep insights into customer behavior. It comes equipped with advanced data analytics and session replay capabilities that help companies understand every step of the customer journey.

Companies usually utilize Zipy to optimize their customer experiences, identify pain points in the customer journey, and work on meaningful improvements. So, if you own a business that’s looking to improve user experience, increase conversion rates, and boost customer satisfaction - this might just be the right customer experience software for you.

Pros: Advanced data analytics, session replay, customizable dashboards, seamless integration with other tools.

Cons: May have a steeper learning curve for beginners.‍

Pricing: Zipy offers tiered pricing plans based on the scale and needs of the business, starting with a free tier and a plan for startups from $39 per month for basic features up to custom plans for enterprise-level solutions.
Key Differentiator: Scalability - it’s not based on a per-user basis so all members of a team can collaborate easily. Fast and reliant support.

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2. Qualtrics

Qualtrics is an experience management platform that provides tools for customer feedback collection, survey creation, and data analysis.

Companies use Qualtrics to gather insights directly from customer feedback, measure customer satisfaction, and identify areas for improvement in the customer journey.

Pros: Robust survey creation and distribution features, advanced analytics and reporting capabilities, integration with CRM systems.

Cons: Higher pricing for advanced features, may require additional training for complex analytics tasks.

Pricing: Qualtrics prices are custom and for more information, you can contact sales.

3. Adobe Experience Cloud

Adobe Experience Cloud is a suite of marketing, analytics, and advertising solutions designed to help businesses deliver personalized digital experiences across multiple channels.

Companies use Adobe Experience Cloud to create targeted marketing campaigns, optimize digital experiences, and drive customer engagement and loyalty.

Pros: Robust marketing automation, advanced analytics, seamless integration with Adobe Creative Cloud, extensive third-party integrations.

Cons: Higher pricing compared to some competitors. It may not be ideal for smaller organizations.

Pricing: Adobe offers enterprise-level solutions and hence has custom pricing based on requests.

Key Differentiator: Adobe's key differentiator is its focus on creativity and design.

4. Medallia

Medallia Experience Cloud is a customer experience management platform that captures customer feedback, analyzes data, and allows you to take action to improve customer satisfaction.

Companies use Medallia Experience Cloud to collect feedback across multiple channels, analyze customer sentiment, and make strategic decisions.

Pros: Comprehensive feedback collection and analysis capabilities, real-time reporting and dashboards, integration with CRM and other business systems.

Cons: Higher pricing compared to some competitors, may require customization for specific use cases.

Pricing: Medallia Experience Cloud pricing is available upon request and is typically tailored to the specific needs of each organization.

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5. UserTesting

UserTesting is a user research platform that enables businesses to gather feedback from real users through usability testing, remote interviews, and surveys.

Companies use UserTesting to understand how customers interact with their products, uncover usability issues, and validate design decisions.

Pros: Easy-to-use platform for conducting user research, access to a large pool of diverse participants, robust analytics and reporting tools.

Cons: Higher pricing for enterprise-level solutions, limited customization options for testing scenarios, may require additional training for complex studies.

Pricing: UserTesting offers tiered pricing plans based on your requirements. For more information, you can contact their sales team.

6. CrazyEgg

Crazy Egg helps with website optimization. It provides tools for heatmaps, session recordings, A/B testing, and user behavior analysis.

Companies use Crazy Egg to visualize how users interact with their website, identify areas for improvement, and optimize the customer journey.

Pros: Intuitive interface for creating heatmaps and session recordings, A/B testing tools for optimizing website design, integration with popular CMS platforms.

Cons: Limited segmentation and targeting options, higher pricing for advanced features, may require technical expertise for implementation.

Pricing: Crazy Egg offers tiered pricing plans starting from $49 per month for basic features.

7. Zendesk:

Zendesk is a different type of customer experience software as it is a customer service software that offers a range of tools for customer support. This includes ticketing systems, live chat, and knowledge base management.

Companies use Zendesk to streamline their customer support operations, improve response times, and provide a seamless support experience across multiple channels.

Pros: Easy-to-use interface, customizable ticketing workflows, robust reporting and analytics, extensive integration options.

Cons: Limited scalability for larger organizations, cost increases significantly for additional features.

Pricing: Zendesk offers tiered pricing plans starting from $55/month that allows up to 5 users. For more details you can contact Zendesk’s sales team.

8. SAP Customer Experience

SAP Customer Experience is a suite of CRM and customer engagement solutions that help companies deliver personalized experiences across marketing, sales, commerce, and service channels.

Companies usually use SAP Customer Experience to streamline their customer interactions, increase sales and loyalty, and drive business growth.

Pros: Comprehensive CRM capabilities, seamless integration with SAP ERP and other SAP products, customizable workflows, extensive industry-specific solutions.

Cons: Higher pricing compared to some competitors, may require additional training for advanced features.

Pricing: SAP offers tiered pricing. For more details you’ll need to get in touch in SAP’s sales team.

Key Differentiator: SAP Customer Experience's key differentiator is its industry-specific solutions and deep integration with SAP's broader suite of business applications. This provides most businesses with a unified platform for managing customer relationships and driving growth.

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9. SurveyMonkey

SurveyMonkey is a versatile survey platform that enables businesses to gather valuable insights through customer feedback collection, market research studies, and employee engagement surveys. It is known for having a user-friendly interface and customizable survey templates.

Businesses typically leverage SurveyMonkey to gather feedback from customers, assess market trends and preferences, and measure employee satisfaction levels. Analyzing survey responses and trends allows organizations to make data-driven decisions that help improve products, services etc.

Pros: SurveyMonkey offers a wide range of survey customization options, robust analytics tools for data interpretation, and seamless integration with popular business applications such as Salesforce and Microsoft Teams.

Cons: While SurveyMonkey's basic features are user-friendly, accessing advanced functionality may require a higher-tier subscription plan. Certain customization options are limited compared to other survey platforms.

Pricing: SurveyMonkey offers tiered pricing plans, including a free basic plan with limited features and paid plans starting at $25 per month. Pricing varies based on the features and level of customization required.

Key Differentiator: SurveyMonkey's key differentiator lies in its extensive library of survey templates and pre-built questionnaires, covering a wide range of industries and survey objectives.

10. Hotjar

For the last one let’s take it back to understanding your users or customers. Hotjar is an all-in-one analytics and feedback platform that helps businesses understand user behavior on their websites through heatmaps, session recordings.

Businesses typically utilize Hotjar to gain insights into how users navigate their websites, identify areas for improvement, and optimize conversion funnels. By visualizing user behavior through heatmaps and session recordings, organizations can make data-driven decisions to enhance website usability, increase engagement, and drive conversions.

Pros: Its user-friendly interface and customizable reporting dashboards make it easy for businesses to interpret data and identify actionable insights.

Cons: Some users may find that certain features, such as advanced filtering options in session recordings, are limited compared to other analytics platforms. Additionally, implementing Hotjar's tracking code may require technical expertise or assistance from web development teams.

Pricing: Hotjar offers a free tier with very limited access. Beyond that they have tiered pricing plans starting at $32/month.

The best customer experience software solutions of 2024 not only are at the forefront of innovation, but provide the tools that allow businesses to take customer satisfaction and loyalty to the next level. In a competitive market, where businesses are feverishly working to differentiate themselves, the integration of these platforms is a strategic move that is paying off. Streamlining operations while gaining deeper insight into customer behavior, thereby enabling personalized experiences, boosts customer retention to new heights.Scaling, integrating seamlessly with other software and systems, and the ability for each company to set up exactly what they need is the target in choosing the best software for individual businesses.

In-depth trials and demos, along with input from current users, are key to insuring the perfect match. Ultimately the companies using these solutions comprehensively utilizing the functions are those, which are out-performing competitors and becoming or remaining in the category of beloved brands.Staying ahead of technological advancements and customers’ expectations, while differentiating their products and services will be at the top of all businesses’ objectives.

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Conclusion

This customer experience software review featured the new, next quintessential tools of the trade. The high-level, varied functionality of solutions are verified with each business’ need for a solution for just about every facet of the customer journey. Selecting the right tools and implementing them will more than enable them to meet customers in the channels and give them what they want. They can now give them more than they expect, and with the minimum of cost and effort, be offering the right loyalty-driving gestures and responses at just the right time. The task of providing exceptional customer experience is a journey without a destination. With the right software behind them, it’s a journey that a business can lead well into the future.