Today, we awarded the 2018 TrustRadius Top Rated badges for Customer Experience Management Platforms. The TrustRadius Top Rated awards are unique in that they are an unbiased reflection of customer sentiment, based solely on user satisfaction scores. They are not influenced by analyst opinion, the vendor’s company size, popularity, site traffic, or status as a TrustRadius customer.
Customer Experience Management (CXM or CEM) Platforms take a myriad of approaches to improving interactions with customers–from collecting and analyzing customer feedback, to unifying customer data across channels/touchpoints and providing personalized content–so products in this category do not have directly comparable features. Their core competencies range from surveys to help desks, A/B testing and personalization, usability testing, and user onboarding. But they all share the goal of helping you increase customer satisfaction and foster a positive relationship with your brand. Different tools may be right for you depending on whether your focus is the pre-purchase experience, the post-purchase experience, or both, and whether you plan to execute CXM initiatives that are more productized or more service-based. Reviews can help you dig in to really understand which products are being used by companies of different sizes and industries, and by different departments and roles to achieve their customer experience goals.
Here are the winners:
Overall Top Rated
Qualtrics is a survey platform that can be used to collect and analyze customer feedback, as well as for market research–both of which can provide actionable insights to improve customer experience. CXM isn’t the platform’s only use, however; Qualtrics is also commonly used to conduct employee surveys, academic research studies, etc. and many reviewers use it in multiple ways.
“We’re using Qualtrics across the organisation to gauge customer satisfaction and also as a vehicle for online forms. It is allowing us to automatically generate survey invitations that are relevant to the customer and to record their responses in their customer records. […] It has confirmed opinions that we assumed to be true. It has proven where we are successful. Presumably it has allowed our customers to feel more engaged with our business.”
– Verified User | Administrative Assistant | Government Administrative Company with 1,001-5,000 employees
Zendesk is a help desk platform designed to help businesses provide a smooth, integrated customer service experience, via online guides, live chat, email ticketing, phone support, etc. It also includes analytics tools like CSAT ratings (satisfaction with support) and Net Promoter Score surveys (satisfaction with your company/product).
“[Zendesk] Has helped us to improve our service to our existing customers, provide reports on ticket numbers and response times. As the company has taken on more customers we have been able to add to the FAQ and video tutorials to help resolve issues without agents having to personally get involved. We have integrated into our CMS so we get the whole customer journey in one place.”
– Debbie Marshall | Operations Manager| CDSM Interactive Solutions
Pendo.io is a product engagement platform focused on in-app/onsite user experience. Pendo.io enables businesses to analyze engagement metrics, collect user feedback, and provide users with in-app guidance. In this way it approaches CXM from a product development and customer success management perspective.
“Pendo.io is used primarily in my department (the success department). That said, our managed services and sales team use Pendo as well, because it’s the most trustworthy (and easy) way to get a sense of how customers use our product, and which areas of the product they spend the most time in. It helps us to address bottlenecks in user workflow and to research and drive adoption, which are key benchmarks of success at my company.”
– Taylor Gibb | Customer Success Manager | Sprinklr
Oracle Service Cloud is the omnichannel help desk piece of the Oracle CX Cloud Suite. It includes web customer service, a cross-channel contact center, field service management, knowledge management, and Oracle policy automation. Oracle Service Cloud provides agents with a unified, 360-degree view of the customer they are helping, in order to provide more context for agents and simplify the support experience for customers.
“[Oracle Service Cloud] has been a game changer for our company, as it has integrated chat, email, social media into one platform rather than three different ones. Financially it makes a lot of sense, but also has helped with metrics and simplicity. Considering the number of customer support agents that we employ at any given time fluctuates throughout the year, this has been incredibly helpful with onboarding.”
– Verified User | Analyst in Customer Service | Sports Company with 201-500 employees
MindTouch is a product content management system for customer self-service (external help) and service agent enablement (internal help). In terms of CXM, it’s sort of a cross between a CMS with content personalization features, and the knowledgebase piece of a help desk. MindTouch allows users to author product documentation and help articles, structure the content in an SEO-optimized, searchable microsite, recommend relevant content to readers, and analyze content engagement data.
“MindTouch is the core technology behind all of our self-service initiatives. It drives the content behind our community, customer training, and our LMS. We can leverage technology to reuse the MindTouch content in a variety of ways to alway offer the right content at the right time.”
– Travis Sousa | Director of Support, CFO | DealerTeam.com
Evergage is an A/B testing and personalization platform. It’s designed to allow marketers to test different experiences, measure experiences and target personalized content to site visitors based on factors like location, industry, target account list, etc.
“Evergage is great for any organization that has the resources and commitment to building out personalization campaigns. Once the content is all rolling to website visitors, it’s very effective for fueling leads and engaging customers (especially in-app, if you have a software product).”
– Sarah Fisher | Director of Marketing | Boston Logic Technology Partners
In addition to overall top rated awards, we also recognize tools that are top rated in a specific market segment. Company size is one way to help buyers identify the right solutions for their use case. To qualify for these lists, at least 15% of the product’s reviews and ratings must come from that market segment.
Top Rated by Enterprises
- Adobe Experience Manager
- IBM Watson Customer Experience Analytics
Top Rated by Mid-Size Companies
Top Rated by Small Businesses
Congratulations to the winners of the Top Rated CXM Platforms Awards!
Top Rated Criteria
Products included in the 2018 Top Rated Customer Experience Management (CXM) Platforms list must have been in the top tier of their category TrustMap on Jan. 26, 2018, to earn a Top Rated badge. To qualify for the CXM TrustMap, products must have at least 10 reviews and ratings on TrustRadius. Every reviewer is verified and every review is vetted before publication. Products are plotted on the map based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.
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