All product managers want to understand the voice of the customer and optimize their services to prevent churn. Customer retention strategies save you money, build brand loyalty, and empower your marketers and retailers. The software solutions on this list are some of the best for planning, analyzing, and improving the way customers experience your product.
In this article, I will give a quick overview of some of the best product experience management software and other customer satisfaction tools for product teams. I will also summarize how these product experience management tools work and what each does best. By the end, I hope to empower product managers to pick the right software from a trustworthy list of options.
What Is Product Experience Management Software?
Product experience management software is software designed to help manage customer experience with products. It provides a system for collecting, storing, managing, and analyzing customers' product interactions and feedback in one central location. This enables companies to gain insight into customer preferences, anticipate future product needs, and make changes to improve the product experience. Product experience management software can help streamline customer service and create better product experiences overall.
UserGuiding is a walkthrough and user onboarding platform designed to assist businesses in creating interactive onboarding experiences for their users without requiring any coding skills. It provides a suite of features including interactive product tours, onboarding checklists, and in-app surveys, positioning it as a suitable solution for companies looking for a product experience management tool.
Product tours within UserGuiding are step-by-step interactive walkthroughs that guide users through different parts of a web application. They can be used to introduce new features, explain complex processes, or provide a general overview of the product.
Additionally, in-app surveys can be used to collect feedback from users directly within the application. They can be triggered based on user actions or milestones.
UserGuiding integrates with Intercom, Segment, Slack, Google Analytics, Google Tag Manager, Woopra, Mixpanel, and HubSpot.
SurveySparrow is an omnichannel product management platform that is used by over 50,000 brands including FedEx, Gucci, Duke University, and Siemens.
SurveySparrow prioritizes surveys as a feedback mechanism, offering form templates, chat surveys, offline kiosk management, net promoter score tracking, and text and sentiment analysis tools. Their PXM module focuses on market analysis, customer segmentation, and smart concept testing.
SurveySparrow costs from $99/month and offers a 14-day free trial as well as a free demo.
Product Fruits is a customer onboarding and adoption software that helps guide users through your product's features and functionalities. You can customize and segment your user journeys, giving a more personalized experience based on customer needs. The software also facilitates user feedback collection, helping your team continuously improve the product experience based on real customer's suggestions.
You can create in-app walkthroughs and tutorials for users to facilitate onboarding and feature adoption in your product. These interactive user experiences offer information about product features and empower customers to use your product to its full capabilities. Users can check off items on their checklist as they progress, incentivizing them to move forward and complete each step of the walkthrough.
You can also track user behavior and monitor any gaps in usage or adoption, helping you understand where improvements are needed. Feedback can also be solicited and collected through the feedback widget. This allows users to report bugs and make suggestions based on their experience.
The software integrates with Segment, Mixpanel, Heap, Customer.io, HubSpot, Sessionstack, Smartlook, and Google Analytics. If you use another platform, you can use their JS API to forward events.
Product Fruits starts from $89/month and comes with a 14-day free trial.
Medallia was voted a top contender for 2020 Gartner Magic Quadrant for Voice of the Customer and is used by the likes of Comcast, Sephora, Mercedes-Benz, and Four Seasons.
Medallia taps into social media, text transcripts, speech analytics, ticketing systems, and other digital behaviors and draws readable reports like word clouds, video summaries, and net promoter score calculations.
Draw social data from Google, TripAdvisor, Facebook, Twitter, and more.
Medallia offers customized pricing upon request and a 30-day free trial and a free demo.
Salsify Product Experience Management is a commerce experience platform with PXM, DAM, and PIM all wrapped into one. Their product experience module is mainly what I’ll be focusing on here. Features include the centralization of product content, multichannel data activation, and optimizations around discoverability and conversion.
Salsify also provides SEO and share of search reporting, which are important PXM components for ecommerce businesses.
Salsify Product Experience Management Platform costs from $2500/month and offers a 30-day free trial as well as a free demo.
Used by the likes of Microsoft and Zendesk, Productboard is a product experience management system that helps your team understand what target users need, prioritize what features to build (and when), and unify everyone from planning to QA around your product roadmap.
Productboard lets product teams create portals for visualizing roadmaps, feature voting, and idea sourcing.
These portals can be made public to customers or kept internal. Productboard costs from $20/user/month and offers a 15-day free trial.
Kayako provides product experience support in multiple languages across live chat, email, Facebook, and Twitter, and is a favored choice for SMBs looking for a fully integrated cloud-hosted help desk.
Kayako’s user interface empowers agent knowledge sharing, behind-the-scenes collaboration, and real-time notifications on who is working on what. Their live chat software integrates into your website, iOS, and Android apps.
Kayako costs from $15/user/month and offers a 14-day free trial.
inRiver gathers, optimizes, and employs all of your product data so that useful, actionable information is fed to customers at crucial journey moments and across various channels.
This PXM software extracts data-driven insights about the performance of your product information as it reaches your customers during their buying process. Standout features include high-volume product onboarding, guided up-sell/cross-sell tools, and 258 ISO languages.
inRiver costs offers customized pricing upon request and offers a free demo.
Informatica is an intelligent data platform with deep cloud integration with popular platforms like Microsoft, AWS, Google Cloud, Accenture, Cognizant, and others. Informatica offers enterprise-grade product data catalogues and engineering solutions in regards to both volume handling and security.
Additionally, they have CX solutions like robust customer profiling, AI-powered data matching, and brick-and-mortar inventory management.
Informatica costs from $3.50/hour or $24,528/year and offers a 30-day free trial.
Clarabridge CX Suite is a robust customer feedback management platform that highlights AI-based text analysis solutions in particular. They are used by the likes of United, Adobe, Capital One, and Crate & Barrel for enterprise CXM. Users can leverage natural language processing (NLP), sentiment analysis, and data categorization to measure effort, emotion, and intent.
Clarabridge pulls data from all popular social media sites and review platforms.
Clarabridge CX Suite starts at $500/month and offers a 14-day free trial as well as a free demo.
Best for no-code onboarding tours
14-day free trial
|From $89/month (billed annually)||Website|
Best for customer feedback surveys
14-day free trial + free plan available
Best for creating product walkthroughs
14-day free trial
Best for social media sentiment tracking
Free demo available
|Pricing upon request||Website|
Best for ecommerce teams
30 days free trial
Best PXM customer portal
15-day free trial
Best customer service help desk
14-day free trial
Best for PIM automation and analysis
|Pricing upon request||Website|
Best for enterprise PDX data
30-day free trial
|Pricing upon request||Website|
Clarabridge CX Suite
Best AI-based text analytics software
14 days free trial
Other Product Experience Management Solutions
Here’s a few more customer experience management software that didn’t make the top list.
- Gainsight PX - Best for proactive customer messaging
- Oracle NetSuite CRM - Best for upselling and cross-selling
- AskNicely - Best net promoter score (NPS) software
- FreeAgent CRM - Best lead and contact management
- The Experience Manager - Best employee feedback tool
- Cisco Webex Experience Management - Best customer journey optimization
- Prodsight - Best topic and sentiment analysis
- Contentserv - Best PXM with digital asset solutions
- traggr - Best customer feedback forms
- Fuel Cycle - Best for market research
- PIMworks - Best omnichannel PIM solution
- SoGoSurvey - Best employee experience (EX) surveys
- Solodev - Best digital customer experience (DCX) landing pages
- FreshLMS - Best learning management software (LMS) experience management
- Feefo - Best customer reviews platform
- Adobe Experience Manager - Best for building responsive customer touchpoints
- NICE Satmetrix - Best customer engagement analytics
How I Picked The Best PXM Software
What do I look for when I select the best product experience software? Here’s a summary of my evaluation criteria:
User Interface (UI)
The best customer experience tools should provide clear, clean, and actionable dashboards and insights so that your product team isn't burdened by data clean up. The UI should prominently display real-time product data and customer behavior metrics.
Product experience software must embrace a two-fold functionality; it should be easy for customers to access and use, as well as easy for your own product content team to navigate. Does the PXM tool fit seamlessly into your day-to-day workflows? Are customer data metrics accessible, easily segmented, and readable? Does the software come with adequate customer support for you and your team members?
PXM software will need to speak to CRM platforms, online stores, social platforms, and more. Does the app integrate easily with common customer-facing platforms like Salesforce, Zendesk, Amazon AWS, Shopify, Facebook, Twitter, Google Drive, and others?
Product experience management software should be a fairly priced, scalable, and transparent SaaS or on-premise solution. Pricing options should be flexible and based on the number of experience touchpoints or customer profiles.
What key features are in PXM software?
What Are Some Free Product Experience Management Software?
Is There Any Open Source Product Experience Management Software?
What product experience management software do you use for your day-to-day? Do you have a go-to tool for ecommerce product data management or user experience management that you would add to this list? What's your team's favorite solution for CXM? Let me know in the comments.
Related tool lists:
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