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 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.
Usability: 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?
Integrations: 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?
Value for $: 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.
PXM Software Key Features
Customer-centric and user-friendly feedback solutions
Genesys Engage is an omnichannel engagement solution that brings together all voice and digital channels, self-service, work items, and inbound and outbound interactions for a complete picture of your contact center management.
The tool boasts contact center support and automation including speech-enabled IVR as well as AI-powered voicebots and chatbots. Genesys Engage is used by the likes of Whirlpool Corporation and PayPal.
Genesys Engage costs from $75/month or $0.68 hourly and offers a free 30-day 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.
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.
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 $149/month and offers a 14-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.
7. Medallia – Best for social media sentiment tracking
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.
8. Qualtrics XM – Best free product experience management software
Qualtrics XM is a Gartner leader in customer experience with solutions for design XM, customer XM, employee XM, product XM, brand XM, and other XM services. Qualtrics provides tools for pricing research, market segmentation, and concept testing.
Their free survey platform is a great place to start for small businesses looking to get into product feedback for the first time. The free account gives you access to 50+ survey templates designed by industry experts.
Qualtrics XM costs from $1500/year. Qualtrics XM also has a freemium version of their tool that allows one active survey, 8 question types, and up to 100 responses.
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.
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.
Is There Any Open Source Product Experience Management Software?
Yes! I recommend you try Ergonode or Akeneo PIM (which also has a free community edition, as listed above).
What Do You Think About These Product Experience Management Tools?
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.