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Customer Experience Software with AI/Machine Learning

Last updated: February 2025

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Key Features of Customer Experience Software

Based on GetApp's analysis of 2989 verified reviews collected between July, 2021 and August, 2024

  • Feedback Management: Reviewers find it useful to categorize, prioritize, and respond to feedback quickly, helping businesses stay organized and address customer needs effectively. 92% of reviewers rated this feature as important or highly important.
  • Surveys & Feedback: Users value the ease of creating custom surveys, collecting targeted feedback, and making data-driven decisions to improve products and services. 90% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers appreciate detailed, customizable reports and real-time data that help identify trends, optimize strategies, and make informed decisions. 88% of reviewers rated this feature as important or highly important.
  • Survey/Poll Management: Users highlight the importance of managing surveys and polls efficiently, tracking responses in real-time, and adjusting strategies based on engagement levels. 88% of reviewers rated this feature as important or highly important.
  • Negative Feedback Management: Reviewers emphasize the ability to respond promptly to negative feedback, resolve issues, and improve customer relationships by addressing concerns swiftly. 88% of reviewers rated this feature as important or highly important.
  • Customizable Forms: Users benefit from the flexibility to tailor forms to specific needs, enhancing data collection, branding, and overall user experience. 86% of reviewers rated this feature as important or highly important.
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122 software options

Pipedrive logo

CRM built by salespeople, for salespeople

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Pipedrive is a CRM & pipeline management tool for small and medium sized sales teams that helps users focus on actions that matter

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XM for Customer Experience logo

Customer experience management (CXM) platform

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Qualtrics CustomerXM is a customer experience management platform that helps businesses collect feedback from across multiple channels and improve the customer journey. Key features include personalized consumer insights, trend analysis, digital reputation management, and behavior-based predictions.

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InMoment logo

Customer and employee experience management software

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InMoment is a cloud-based CX software that helps midsize and large businesses collect and manage employee and customer feedback to improve brand experience.

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Fullstory logo

Every data point has a story to tell

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Fullstory surfaces the sentiment between clicks so enterprises can create better products and experiences that win lifelong loyalty.

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TeamSupport Messaging & Live Chat logo

Engage in impactful conversations

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Mesaaging & Live Chat by TeamSupport empowers B2B and healthcare organizations to unify their customer experience through consistent, convenient, and meaningful conversations.

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Zoho CRM logo

Customer relationship management solution

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Zoho CRM is a cloud-based customer relationship management (CRM) solution that helps businesses of all sizes close deals smarter, better and faster. The solution lets businesses reach customers through every channel, including telephone, email, social media, and live chat.

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ReviewInc logo

Reputation management and customer experience software unite

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ReviewInc is reputation management software and customer experience tools in one dashboard. designed to help businesses of all sizes handle, monitor, collect, and share customer reviews across multiple platforms such as Google, Facebook, and more.

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Birdeye logo

The leading AI-powered reputation platform for local brands.

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Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

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Startquestion logo
Category Leaders

Online survey creator and feedback collection

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Startquestion is a web-based tool for creating surveys, quizzes, and forms to collect orders or registrations, study customers, evaluate employees, and more

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SurveyMonkey logo

A market-leading survey platform.

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Trusted by 98% of the Fortune 500 and used in over 350,000 organizations, SurveyMonkey’s People Powered Data platform gives millions of people around the world a way to turn feedback into action that drives growth and innovation.

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Typeform logo

An online form builder that lets you collect data with ease.

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Make everyone feel like #1. Typeform is an online form builder that makes people feel heard. By making the forms interactive and well-designed, users are more likely to respond with complete, thoughtful answers, which means better data for you.

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Intercom logo

Intercom is bringing AI-first Customer Service to the world

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Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.

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Userlike logo

Live chat and customer messaging for businesses of all sizes

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Userlike is a unique software for live chat and customer messaging that allows businesses to win and nurture customers through website chat and messaging-apps like WhatsApp, Facebook Messenger, Telegram, Instagram, E-mail, Threema and SMS.

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Tidio logo

Communicator for businesses. live chat, messenger and email

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Tidio Chat is a cloud-based live chat system which integrates messages from live chat widgets, emails, and Facebook messenger into a unified agent interface

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Yonyx logo

Decision tree driven Interactive guides for customer service

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Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system. Yonyx guides help improve CSAT & First Call Resolution, while reducing average handle time & deflecting calls

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NiceJob logo
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Reputation marketing with reviews, social & SEO tools

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NiceJob is the easiest way to get more great reviews, referrals and sales. We help businesses get the reputation they deserve! We also help your website convert more leads and improve your SEO!

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Podium logo

AI-enabled lead management and conversion platform

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Podium is an AI-powered platform that helps businesses manage and convert leads. The platform is designed for a range of industries, such as automotive, healthcare, home services, and retail. It includes a virtual assistant that can drive leads, schedule appointments, and market the business. The system consolidates leads from various channels, including phone calls, text messages, website forms, and third-party sources, into a unified AI-powered inbox.

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CXone Mpower logo

Cloud Contact Center Software

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For organizations around the globe, NICE provides customer experience (CX) solutions that increase customer satisfaction, boost operational efficiency, and strengthen brand value.

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Calabrio ONE logo
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Comprehensive performance software for contact centers

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Calabrio One Suite is a comprehensive performance software designed to enable contact centers to deliver seamless and hyper-personalized experiences. With AI-fueled insights and automated workflows, the suite enables contact centers to work smarter and faster. Calabrio One offers a fully integrated solution to tackle the growing demands and challenges faced by contact centers. It allows businesses to turn challenges into competitive advantages by providing customer-centric business intelligence.

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Five9 logo

Cloud contact and call center software

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Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more

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ReviewTrackers logo
Category Leaders

Review monitoring software for multi-location businesses

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Software that helps businesses manage and generate online reviews, engage and respond to customer feedback, and discover key customer insights

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Preferred Patron Loyalty logo

Innovative Loyalty Programs, Customer Engagement & Gift Card

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Experience the power of a branded loyalty program with diverse promotions, including our exclusive WeatherSmart™ Intelligence. Recognize customer purchases and visits, boost retention, and drive growth. Stand out with innovative features that set your business apart.

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Drift logo

Live chat & in-app messaging for sales & marketing

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Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools

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Genesys Cloud CX logo

AI-enabled experience orchestration platform

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Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

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WATI logo

Conversational AI Platform

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Wati is an automated marketing, sales, service and support tool for businesses who want to use WhatsApp as a communication tool to sell more products and services.

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