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10 Best Product Experience Management Software For 2023

The Best Product Experience Management App List

Here’s a shortlist of the best PXM Software:

  1. 1. Jotform Enterprise — Best enterprise product experience management for customer feedback surveys
  2. 2. Medallia — Best for social media sentiment tracking
  3. 3. Productboard — Best PXM customer portal
  4. 4. Kayako — Best customer service help desk
  5. 5. inRiver — Best for PIM automation and analysis
  6. 6. Salsify — Best for ecommerce teams
  7. 7. Qualtrics XM — Best free product experience management software
  8. 8. Delighted — Best free product experience management tools
  9. 9. Clarabridge CX Suite — Best AI-based text analytics software
  10. 10. Informatica — Best for enterprise PDX data

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. 

PXM App Comparison Criteria

What do I look for when I select the best product experience software? Here’s a summary of my evaluation criteria: 

  1. 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.
  2. 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?
  3. 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?
  4. 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

  1. Customer-centric and user-friendly feedback solutions 
  2. Robust sentiment and behavioral analysis tools 
  3. Feedback and product roadmap prioritization systems
  4. Onboarding and engagement strategies built-in 
  5. Integratable or built-in product information management (PIM)

Overviews Of The 10 Best Product Experience Management Software 

Here’s a brief description of each of the customer experience management (CEM) software on my list showing what it does best, plus screenshots to showcase some of the features.

1

Jotform Enterprise

Best enterprise product experience management for customer feedback surveys

Jotform Enterprise is a web form-building solution that helps companies collect customer insights about their products and services. Businesses can quickly create survey forms and questionnaires, customized with various widgets like text boxes, checkboxes, radio buttons, and sliders, and distribute them directly to customers via URL, email, or SMS. With Jotform, businesses will have access to offline forms, surveys for product feedback and reviews, collaboration tools, approvals for automated workflows, and conditional logic for a personalized customer form experience. They specialize in B2B businesses but can be adapted to various customer markets and industries.

Users can create forms with drag-and-drop functionality and access hundreds of pre-built form elements and templates. They can customize the look of the form with themes and branding options for a professional finish. Additionally, advanced features such as calculation fields and skip logic allow users to automate processes like calculations or skip questions based on certain conditions. Users can easily track key metrics such as response rates, completion times, and conversion rates with its analytics dashboard. 

Other standout features include an app builder, workflow management, an ecommerce store builder, proofing & approvals, e-signature collection, workflow automations, conditional logic, and webhooks.

Jotform Enterprise integrates with Box, OneDrive, Airtable, Google Drive, PayPal Business, Google Sheets, Google Calendar, Slack, HubSpot, monday.com, and other apps.

Pricing details are available upon request.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.2 27

Free plan available

Pricing upon request

2

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.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6 106

Free demo available

Pricing upon request

3

Productboard

Best PXM customer portal

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.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3 197

15-day free trial

From $20/user/month

4

Kayako

Best customer service help desk

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.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4 251

14-day free trial

From $15/user/month

5

inRiver

Best for PIM automation and analysis

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.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.1 61

Free Demo

Pricing available upon request

6

Salsify

Best for ecommerce teams

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.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4 5

30 days free trial

From $2500/month

7

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.

7-day free trial + free demo

Pricing upon request

8

Delighted

Best free product experience management tools

Delighted is a self-serve experience management platform for product feedback collection and analytics. It’s used by modern global brands including Uber, Slack, Bose, and TedX. Delighted is easy to set up and start using, no technical knowledge required.

You can access your product market fit score through the platform immediately upon signing up. For more in-depth experience feedback, customize their flexible, best-practice survey templates before sending them out across 6 digital delivery methods—email, web, SMS, link, Kiosk, and/or iOS SDK.

Delighted integrates with Shopify, Salesforce, Slack, Klaviyo, Zendesk, Chatdesk, Stripe, Intercom, Webhooks, Office 365, Help Scout, Groove, HubSpot, Front, Stitch, Heap, Segment, Kustomer, Autopilot, Mailchimp, Square Space, Airtable, and other apps in your digital toolbelt.

A paid plan through Zapier will unlock hundreds of additional connections. Delighted is free to use for 1 project, 3 users, and a 1000/month survey send limit.

Paid plans start from $224/month and come with a 7-day free trial.

7 Days Free Trial

From $220/account/month

9

Clarabridge CX Suite

Best AI-based text analytics software

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.

14 days free trial

From $500/month

10

Informatica

Best for enterprise PDX data

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.

30-day free trial

Pricing available upon request

Need expert help selecting the right Product Management Software?

We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!

The 10 Best Product Experience Management Software Summary

Tool Free Option Price
1
Jotform Enterprise

Best enterprise product experience management for customer feedback surveys

Free plan available

Pricing upon request Visit Website
2
Medallia

Best for social media sentiment tracking

Free demo available

Pricing upon request Visit Website
3
Productboard

Best PXM customer portal

15-day free trial

From $20/user/month Visit Website
4
Kayako

Best customer service help desk

14-day free trial

From $15/user/month Visit Website
5
inRiver

Best for PIM automation and analysis

Free Demo

Pricing available upon request Visit Website
6
Salsify

Best for ecommerce teams

30 days free trial

From $2500/month Visit Website
7
Qualtrics XM

Best free product experience management software

7-day free trial + free demo

Pricing upon request Visit Website
8
Delighted

Best free product experience management tools

7 Days Free Trial

From $220/account/month Visit Website
9
Clarabridge CX Suite

Best AI-based text analytics software

14 days free trial

From $500/month Visit Website
10
Informatica

Best for enterprise PDX data

30-day free trial

Pricing available upon request Visit Website

Other Product Experience Management Solutions 

Here’s a few more customer experience management software that didn’t make the top list.

  1. Gainsight PX - Best for proactive customer messaging 
  2. Oracle NetSuite CRM - Best for upselling and cross-selling 
  3. AskNicely - Best net promoter score (NPS) software 
  4. FreeAgent CRM - Best lead and contact management 
  5. The Experience Manager - Best employee feedback tool 
  6. Cisco Webex Experience Management - Best customer journey optimization
  7. Prodsight - Best topic and sentiment analysis
  8. Contentserv - Best PXM with digital asset solutions 
  9. traggr - Best customer feedback forms
  10. Fuel Cycle - Best for market research 
  11. PIMworks - Best omnichannel PIM solution 
  12. SoGoSurvey - Best employee experience (EX) surveys 
  13. Solodev - Best digital customer experience (DCX) landing pages 
  14. FreshLMS  - Best learning management software (LMS) experience management 
  15. Feefo - Best customer reviews platform 
  16. Adobe Experience Manager - Best for building responsive customer touchpoints 
  17. NICE Satmetrix - Best customer engagement analytics 

What Are Some Free Product Experience Management Software?

Qualtrics XM made my list as one of the best free product experience management software solutions but it’s primarily meant for surveys. If you are looking for other free PXM software, try these:

  • Totango - Best free customer journey optimizer
  • Akeneo PIM - Best free community edition 

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.

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Related Read: How To Reduce NLP Model Biases For Better Text Analysis (with Dan Erickson from Viable)

By Ben Aston

Ben Aston is an online media entrepreneur and founder of Black & White Zebra, an indie media company on a mission to help people and organizations succeed.

Ben applies his expertise in design and strategy to enable businesses to deliver innovative products and services that delight customers. Ben is passionate about understanding customer needs through design research, identifying opportunities based on those insights, and empowering designers and technologists to create solutions. He is driven to develop and uncover new opportunities for clients, establishing strong connections with their customers through product solutions that create lasting value.

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