Imagine it’s your birthday, and you’re inviting everyone (except that annoying couple) to your party. Of course, as the host, you would want to make sure that your guests are enjoying themselves in every way.

That is what experience management is about. However, capturing and improving experience is almost impossible without tools. That’s why you need experience management software.

So in this article, we will give you an overview of the top 10 experience management tools and some of their best features.

Top 10 Experience Management Software

1. SurveySparrow
2. Medallia
3. Qualtrics XM
4. Confirmit
5. SurveyMonkey Enterprise
6. InMoment
7. Zonka Feedback
8. Gainsight
9. Clarabridge
10. Salsify

#1 SurveySparrow

SurveySparrow is an omnichannel experience management software that uses surveys as a primary management tool. With 100,000+ customers including Bausch + Lomb, Gucci, and Duke University, SurveySparrow is recognized as one of the leading survey software companies by SoftwareReviews. With a built-in support ticketing system to solve customer queries and feedback, you can close the customer feedback loop at the earliest.

Features

• Real-time data dashboard with customizable filters
• Helps customers raise tickets for customer queries and complaints
• Vibrant Executive dashboard
• Chat, classic & offline surveys with 1,500+ integrations
• Hundreds of form templates
• Omnichannel engagement through websites, in-app, email, QR codes & more
• Text and sentiment analysis tools

Pricing: SurveySparrow’s paid plans start at $19 per month, billed annually.

We also provide a Forever Free plan with limited features, as well as a free trial for testing the product with unlimited access to all of our features. Sign up below to try it out. 

#2. Medallia

First off, Medallia doesn’t have specialized survey tools like SurveySparrow. But it has a much broader range of tools that includes a survey builder, in-app feedback, and reputation management software. What’s more, companies can tap into Medallia’s partnership with G2 to request G2 reviews from their app users. Now that’s a perk that early-stage startups will find useful.

Features

• Feedback collection for diverse channels
• Sandbox for testing your feedback programs
• Artificial intelligence for insights
• Medallia Social for social reputation management

Pricing: Medallia offers customized pricing on request. They also have a 30-day free trial and a free demo.

#3. Qualtrics XM

Qualtrics XM is a leading experience management software for customers, employees, products, and brands. For startups that are just getting into experience management, their free survey account is recommended. It gives access to 1 active survey, 50+ survey templates, and 100 responses.

Features

• Customizable templates
• Brand tracking studies
• Omnichannel survey distribution
• Predictive analytics for user behavior
• Real-time responses

Pricing: There is a free version available for the CoreXM platform – while Qualtrics’ CustomerXM platform starts at $1,500 per year. While other prices are not mentioned, you can book demos for all of their tools.

#4 .Confirmit

If you can program your way around a tool, then consider Confirmit. Confirmit is a customer experience management software that lets you create, launch and monitor feedback programs – ranging from a hundred to millions of respondents. The advantage of Confirmit is that you can program the surveys using JavaScript/jQuery. This method lets you work around the software’s limitations.

Features

• Survey programming and design
• Multi-channel data collection
• Real-time reporting and analytics
• Text and social analytics
• Research panel management

Pricing: Confirmit does not have a free version or a free trial. You can call the nearest office or book a demo.

CX + EX

#5. SurveyMonkey

GetFeedback by SurveyMonkey is built as a customer experience management software. However, for employee experience, SurveyMonkey’s the ol’ reliable. Yet if you’re looking for software that can deliver on both fronts, SurveyMonkey Enterprise is a good choice. It has the same features as the core software with extra functionalities, including user administration, enhanced security features, and more integrations.

Features

• Survey feedback from experts with SurveyMonkey Genius
• Question bank with 1800+ pre-written questions
• Survey and report templates
• User activity tracking
• Central admin dashboard

Pricing: SurveyMonkey starts at $25/user/month for the team plan and has a free version as well. However, pricing is on request for the Enterprise plan and GetFeedback by SurveyMonkey.

#6. InMoment

InMoment is a leader in the Gartner Magic Quadrant for its Voice of the Customer software. As a customer experience management software, it offers customer listening capabilities across multiple channels. In addition, InMoment’s highest-rated features on G2 are its CSAT scoring function and multi-brand experience support.

Features

• Survey and micro-survey design
• AI-powered chatbots
• Social media monitoring
• Multimedia feedback
• Custom dashboards

Pricing: InMoment offers custom pricing for all its plans with the option to book a demo. A free trial is available under the core CX plan.

#7. Zonka Feedback

Like SurveySparrow, Zonka Feedback has an offline (device kiosk) mode. This feature makes both of them great options for online companies and brick-and-mortar stores. In addition, as an experience management software, Zonka offers decent solutions for specific industries – including healthcare, education, finance, and retail.

Features

• Online and offline surveys
• Offline device tracking
• Feedback alerts and digests
• Location-based insights
• Text and tags analytics

Pricing: Zonka pricing starts at $79/month. A 15-day free trial is available for all plans except Custom, for which you’ll need to book a demo.

CX + PX

#8. Gainsight

Gainsight is an experience management software. But it also lets you tackle areas that are indirectly related to experience management – like product adoption, revenue optimization and business efficiency. If you don’t know, it was also recently named the G2 leader in Customer Success. However, Gainsight’s standout feature is its Customer Revenue Optimization tool. This lets you easily predict revenue opportunities among your existing users.

Features

• Data centralization with Gainsight Customer Cloud
• Automated in-app feedback
• Customer survey branching for different user journeys
• Playbooks for best practices in customer management
• Workflow automation capabilities

Pricing: Gainsight’s software suite is customizable, which means that the price will vary accordingly. You can find out by booking a free consultation with their experts.

#9. Clarabridge

Out of all the tools on our list, Clarabridge stands out for its business intelligence features. Its tools help you understand the sentiment, effort and intent behind every interaction. This is aided by its natural language understanding (NLU) feature along with AI text and speech analysis. Of course, Clarabridge does have surveys. But with its upcoming acquisition by Qualtrics, users will also get access to Qualtrics’ advanced survey software.

Features

• Conversational intelligence
• Frequently-discussed topic models
• Detection and analysis of 50+ emotions
• Intent prediction
• Omnichannel data analysis, filtering and categorization

Pricing: Clarabridge doesn’t have a pricing page, so we can only assume that it’s on request. But you do have the option to book a demo.

#10. Salsify

If you own an ecommerce business, and you need the perfect experience management software for your store, look no further. Salsify lets you focus on product experience management – a crucial driver of revenue for ecommerce brands.

Features

• Digital store analytics and workflows
• Product information management
• Digital asset management
• Content optimization and syndication
• Search reporting to spot your relevant search terms and share of search

Pricing: Yes, there is a free trial available. Like most of the platforms on this list, Salsify offers pricing on request as per your need. It also has the option to book a demo.

What are the common features of experience management software?

1. Survey design and execution features
2. Robust analytics tools
3. “Speak” with other sources of data through integrations and webhooks
4. Categorization of data from all points in the journey
5. Delivery of real-time insights
6. Omni-channel feedback systems
7. Ticketing systems for issue tracking and management

Experience Management Software: Selection Criteria

• UI: Each tool must provide clear, trackable feedback from all touch points. They must also merge easily with data from other business tools so you can view all the data streams in one place.
• Pricing: The pricing should be flexible as per your business needs. Bonus points if the user gets a free trial along with a demo.
• Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas.

For the purpose of this article, we’re focusing on experience management tools for at least two out of these three areas: CX, EX, and PX.

Wrapping up

According to the Harvard Business Review, most companies focus on increasing satisfaction at their key touchpoints. But this narrow focus can create a distorted picture of the user’s experience. A picture that suggests that they are happier than they actually are.

Experience management software helps you manage your end-to-end user journey so that you don’t miss out on anything. What’s more, it unites scattered feedback to give you a complete picture of how your business is doing.  We hope this list enables you to choose a software that you can trust.

Parvathi Vijayamohan

Growth Marketer at SurveySparrow

Fledgling growth marketer. Cloud watcher. Aunty to a naughty beagle.