Best CX tool of 2024

The best customer experience 9CX) tools make it simple and easy to collect feedback to help improve sales, support, and provide business insights.

CX platforms are usually equipped with diverse feature options such as content management, contextual help, customer analytics and, of course, customer feedback. Of course, they are also an important part of content marketing in general as part of customer communications for actionable insights.

In recent years the number of tools available in the market has increased rapidly, so we’re here to help you spot which ones can work best for you. 

Below we list what we think are the best CX tools currently available.

We've also featured the best online form builders.

Reader Offer: 30-day free trial

<a href="https://appwiki.nl/link/brand/aanBc35pfZbO0Bt3ZJZKKl7qxgUHci67" data-link-merchant="appwiki.nl"" target="_blank" rel="nofollow">Reader Offer: 30-day free trial
Powerful productivity tools that gives a complete, shared view of every customer and interaction. The platform enables you to reach customers on any channel - whether that’s through mobile messaging, web chat, or social media. 

Preferred partner (<a href="https://www.techradar.com/news/content-funding-on-techradar" data-link-merchant="techradar.com"" data-link-merchant="appwiki.nl"">What does this mean?)

Reader Offer: Free forever plan

<a href="https://appwiki.nl/link/brand/GZrOYWdvdRkoZWRtCN8AnEYuwUAhe5Ab" data-link-merchant="appwiki.nl"" target="_blank" rel="nofollow">Reader Offer: Free forever plan
HubSpot is designed to help you build a frictionless customer experience. It brings all communication channels - from email inboxes, live chat, forms, and Facebook messenger - together into one place and enriches client data with its CRM tool. 

Preferred partner (<a href="https://www.techradar.com/news/content-funding-on-techradar" data-link-merchant="techradar.com"" data-link-merchant="appwiki.nl"">What does this mean?)

Get in touch


The best CX tool in full:

Best overall

(Image credit: Zendesk)
The popular CX tool

Reasons to buy

+
Flexible platform
+
Live chat
+
CRM function
+
Analytics and reporting

Zendesk is one of the best and most popular CX tools available. It enables support for products-led customer conversations that flow seamlessly across all channels. You can choose to build your own CX solution with Zendesk Sunshine, the company's open and flexible CRM platform. Built on AWS, it lets you seamlessly connect and understand all of your customer data wherever it is stored. 

Overall, Zendesk offers four products in one package: support, guide, chat and talk. Between them, they let you do everything from overseeing customer support to giving employees a smart self-service knowledge base. It also offers live chat, a sales CRM function, and analytics and reporting.

There are several plans available, starting with the Suite Team package which offers a single Help Center, up to 50 AI-powered automated answers, and standard file storage. If you want to increase the number of Help Centers , storage etc, you need to pay for the higher plans. Suite Team coats around $50 per agent, per month when billed annually.

Read our full Zendesk review.

Best sales-based

(Image credit: Salesforce)
Sales-based CX software

Reasons to buy

+
Effective for insights
+
Productivity tools
+
Omnichannel

Salesforce describes its service platform as a "time-saving, joy-boosting, relationship-building machine”. It’s not far off the mark - its CX platform is effective when it comes to giving agents the insights they need to understand customers and their cases. They can be resolved using a suite of powerful productivity tools that give agents a complete, shared view of every customer and interaction. 

The platform also provides the ability to reach customers on any channel - whether that’s through mobile messaging, web chat, or social media. Salesforce’s AI-powered chatbots, which are native to its platform, help to reduce reliance on human intervention.

There are four packages to choose from: Essentials, Professional, Enterprise and Unlimited. The Essentials plan costs at around $25 per user per month when billed annually and provides all-in-one sales and support. There is also a free trial for each plan.

Read our full Salesforce Service Cloud review.

Best for communications

(Image credit: Hubspot)
The integrated customer services hub

Reasons to buy

+
Many tools
+
Omnichannel communications
+
Hubspot CRM
+
Customer context

Hubspot knows that today's customers have more control, more options, and higher expectations. That’s why the company has tailored its nifty Service Hub to give company agents all the tools they need to keep customers happy. The tools in the Hubspot Service Hub are designed to help you build a frictionless customer experience, starting with the Conversations Inbox. 

It brings all communication channels - from email inboxes, live chat, forms, and Facebook messenger - together into one universal inbox. Each conversation is enriched by the HubSpot CRM, providing contextual information about the customer's history with your company.

Read our full Hubspot Service Hub review.

Best for digital assets

(Image credit: Adobe)
Combined digital asset management

Reasons to buy

+
Content management system
+
Personalization
+
Manage experience
+
Automation tools

Adobe Experience Manager combines digital asset management with the power of a content management system. Adobe Experience Manager Sites ensures that your content is consistent and personalized for each customer. What’s more, it lets you create and manage your digital experience across all channels with automated tools designed to make scaling effortless. 

Added to this, Adobe's Assets feature provides the automation and smart tools needed to rapidly source, adapt, and deliver assets across audiences and channels.

Read our full Adobe Experience Manager review.

Best for customer insights

(Image credit: Qualtrics)
For customer insights

Reasons to buy

+
Extensive channels
+
Meaningful touchpoints
+
Analytics

Qualtrics XM is customer experience management software that delivers insights that can prompt (and lead to) action across an entire organization. It provides three distinct aims, the first being to hear and understand customers at every meaningful touchpoint. Conversations can be started with anything from email to SMS, web, mobile apps, wearables or IoT devices. 

Once they’ve taken place, feedback is automatically analyzed by Qualtrics iQ to uncover trends, patterns and make powerful predictions about customer behavior. Tailored insights and recommended actions are automatically generated and delivered, allowing employees to focus on actions that will drive customer satisfaction, spend, and loyalty.

Read our full Qualtrics XM review.

Best contact center

(Image credit: Genesys)
Cloud contact center solution

Reasons to buy

+
Easy deployment
+
Omnichannel
+
Workforce optimization

Genesys Cloud is an all-in-one cloud contact center solution that connects phone, email, chat and social through one easy-to-use tool. By placing everything in one place, it empowers agents with a 360-degree view of customers. The software can be deployed in minutes while meeting compliance requirements and configured with redundancy for maximum reliability. 

Its main features include Outbound Campaigns, which execute dial modes and campaign tactics that keep agents productive. Additionally, its workforce optimization capabilities include multi-channel recording, quality management workforce management, performance monitoring and more.

Read our full Genesys Cloud review.

Best management platform

(Image credit: Medallia)
AI-powered experience management platform

Reasons to buy

+
AI pattern recognition
+
Text analytics
+
Deep learning recommendations
+
Risk scoring

Boasting more than 1 million active users on its platform in a single month, Medallia is an AI-powered experience management platform that brings AI to the cloud. It detects patterns, anticipates needs and predicates behavior using multiple advanced techniques. They include text analytics, which helps agents understand the ‘why’ behind scores, helping to uncover themes, sentiment and underlying satisfaction drivers across unstructured data. 

That’s complemented by Suggested Actions, which retrieve recommendations based on deep learning and automatic discovery of actionable suggestions that drive the most impact. Finally, its Risk Scoring technique identifies at-risk customers while helping to understand the drivers behind their behavior.

Read our full Medallia review.

Best for financial services

(Image credit: SAS)

8. SAS Customer Experience

CX for financial services

Reasons to buy

+
For financial services
+
Holistic viewpoint
+
Analytical marketing
+
Customer journey optimization

Are you a company working in the financial sector that’s looking to improve customer experience with real-time, contextualized interactions? If so, then SAS Customer Experience wants to chat. 

It provides the ability to gain a holistic view of the customer experience and accelerate the value derived from AI and finch technologies to boost customer profitability, streamline operations and foster loyalty. It does so using analytical marking, customer journey optimization, and real-time customer experience techniques.

Best for personalization

(Image credit: GetFeedback)

9. GetFeedback

Personalized surveys for feedback

Reasons to buy

+
Personalized surveys
+
Powerful solution
+
Multiple channels
+
Industry benchmarks

GetFeedback by SurveyMonkey lets you capture actionable insights to grow your business. One of the best CX tools for turning customer insights into action in less time, it’s a turn-key NPS solution with powerful features that’s used to collect, understand and act on customer feedback. 

Its features include the ability to trigger personalized surveys through multiple channels that reach customers when they are most receptive; and the platform makes it easy to identify improvement areas using advanced analytics - from key driver analysis to industry benchmarks. Finally, insights can be shared with team members quickly using custom reports, data exporting, or integration with your system of record.

Best for surveys

(Image credit: Delighted)

10. Delighted

Survey-based customer feedback collection

Reasons to buy

+
Net Promoter System
+
Single-question survey
+
Real-time feedback

Delighted uses the Net Promoter System (NPS) to gather real feedback from your customers quick sharp, with no technical knowledge required. It works by inviting customers to take a single question survey. 

They then rate your product or service and provide feedback in their own words, with feedback instantly appearing in your dashboard. You can choose how customers will take surveys, whether that’s by email, SMS or a web link - and you can also invite your website visitors to participate directly from your home page.

We've also listed the best landing page creators.


FAQs

Which CX tool is best for you?

When deciding which CX tool to download and use, first consider what your actual needs are, as sometimes platforms that aim to do a lot of different things may not offer such an extensive range of tools as one that focuses on one particular area. For example, some sales and CRM software will include a customer feedback tool, but it may not offer as many advanced management options that a dedicated platform could do.

How we test

How we tested the best CX tools

To test for the best CX tools we first set up an account with the relevant software platform, whether as a download or as an online service. We then tested the service to see how the software could be used for different purposes and in different situations. The aim was to push each platform to see how useful its basic tools were and also how easy it was to get to grips with any more advanced tools for measuring and using customer feedback.

Read how we test, rate, and review products on TechRadar.

  • You've reached the end of the page. Jump back up to the top ^
Desire Athow
Managing Editor, TechRadar Pro

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website builders and web hosting when DHTML and frames were in vogue and started narrating about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium.