How to Choose the Best Customer Experience Software Solution (2025 CX Guide)

TL,DR

• A customer experience platform manages and optimizes customer interactions across all touchpoints
• Customer experience solutions elevate customer satisfaction by delivering seamless, personalized experiences
• To choose your platform, identify your industry’s needs, prioritize scalability, evaluate your interaction volume, and select a platform with AI capabilities
• Set up a CX platform by integrating it with existing systems, personalizing workflows, configuring analytics dashboards, and training teams for seamless use
• Outvio’s AI-powered app transforms eCommerce by turning routine interactions into revenue, automating processes to reduce costs, predicting issues before they arise, and delivering actionable

Did you know losing a customer can cost up to five times more than getting a new one?

Crazy, right?

Just take a look at Reddit or Quora to see how a bad experience can destroy a business's reputation.

That’s why integrating a customer experience platform is such a game-changer. 

It doesn’t just keep your customers happy—it turns them into loyal advocates who rave about your brand without any extra effort on your part. 

Talk about a win-win!

But with so many customer experience providers available, choosing the right company can feel overwhelming. Don’t worry—this guide is here to cut through the noise and help you find the ideal solution, platform or app for your business.

What is customer experience management? 

Customer experience management is all about strategically improving how customers interact with your business at every touchpoint. 

The goal? 

To ensure satisfaction, build loyalty, and drive long-term success. 

CX focuses on understanding the customer journey, analyzing feedback, personalizing interactions, and using technology to create seamless, positive experiences. 

By meeting customer needs and expectations, businesses can foster loyalty, increase revenue, and stand out in today’s competitive markets.

What is a customer experience platform? Definition

A customer experience platform is a digital toolset designed to optimize, personalize, and manage customer interactions across the entire journey. 

These platforms enable businesses to collect and analyze data, respond proactively, and adapt to customer behaviors in real-time. Key features often include chat systems, ticket management , analytics, automation, shipping notifications, integrations, self-service portals, and generative AI capabilities. 

Today’s top-performing companies rely on customer experience management systems to meet and exceed customer expectations. From CX automation platforms to omnichannel ccustustomer experience software solutions, these tools streamline processes and ensure that every customer feels valued.

Types of customer experience management programs

Different CX platforms cater to distinct business needs, making it crucial to select the one that aligns with your goals:

• Post-checkout platforms: perfect for enhancing customer experience in ecommerce, these manage shipping, returns, tracking notifications, and related services
• CRM systems: ideal for centralizing leads, personalizing strategies, and optimizing sales, particularly for agencies and banks
• Help desk solutions: essential for managing support tickets and enabling self-service through chatbots, suited for technology and retail sectors
• Voice support systems: focused on phone interactions with features like IVR and transcription, invaluable in healthcare and telecommunications
• Journey mapping platforms: help visualize and analyze the entire customer journey across touchpoints to identify pain points and opportunities for improvement, valuable for B2B and SaaS industries

Benefits of a digital customer experience platform

Businesses are increasingly recognizing the importance of delivering exceptional customer experiences. 

But how significant is CX really? The statistics speak for themselves:

• 80% of customers value the experience as much as the product or service
• 65% of consumers prioritize a positive experience over advertising
• 90% of customers consider customer service a deciding factor in making a purchase
• Investments in CX can increase customer loyalty by up to 50%

These figures highlight a crucial truth: improving customer experience is not just a feel-good initiative—it directly impacts your bottom line.

Why does CX management matter?

A great customer experience is the foundation of loyalty. Loyal customers not only stay longer but also generate more revenue over time, making retention more profitable and less resource-intensive than constantly pursuing new customers.

It's not just about what you sell—it’s about how your customers feel when they interact with your brand. That’s where CX software becomes essential.

These tools enable businesses to understand their customers on a deeper level, fostering connections that demonstrate genuine care and appreciation at every touchpoint. When customers feel valued, they’re far more likely to remain loyal.

How to choose the best CX platform in 6 steps regardless of your industry

Step 1 - Identify the type of platform according to your industry

Each sector has unique challenges, and your software must address them with surgical precision.

• eCommerce: prioritize tools for order management, shipping and return management, and real-time customer support
• Sales Agencies: need platforms to track leads and optimize sales funnels.
• Financial Sector: require maximum data security and management of complex cases

Make a list of your critical needs before evaluating any option.

Step 2 - Evaluate the volume and complexity of daily interactions

Does your team handle hundreds or thousands of daily inquiries? Are they simple FAQs or issues requiring specialized intervention? Choose software that not only adapts to your current workflow but can also scale with ease.

How to do it:

• Record the weekly average volume of interactions by channel (chat, email, social media)
• Classify inquiries as common, technical, or escalated
• Identify activity peaks during specific hours or seasons

If you manage many real-time inquiries, look for tools with chatbots and automation

Step 3 - Discover which channels your customers use the most

Your customers prefer certain channels, and it’s crucial to prioritize them. Don’t rely on assumptions—analyze historical data and directly ask your users.

Practical tips:

• Analyze data: Where do most of your requests come from?
• Survey customers: A simple question like "Do you prefer WhatsApp or email?" can be revealing.
• Adapt your tools: If social media dominates, look for integration with platforms like Messenger or WhatsApp Business.

Step 4 - Prioritize scalability and flexibility

The software you choose must grow with you. What works today may not suffice tomorrow. Invest in a tool that can handle more interactions and add features as needed.

Evaluate this:

• Can the platform handle a drastic increase in users or inquiries?
• Is it customizable? Does it allow adjustments to workflows or dashboards?

Avoid rigid tools that become obsolete with the slightest operational change.

Step 5 - Look for personalization and AI usage

In a world where customers demand unique experiences, AI-powered platforms make the difference. Personalization not only builds loyalty but can also drive your conversions.

What to look for:

• Advanced options to customize dashboards, workflows, and automated responses
• Tools that analyze real-time data and suggest personalized responses
• AI functionalities that identify patterns and improve operational efficiency

Example: In eCommerce, AI can recommend products based on the customer’s purchase history.

Step 6 - Compare pricing models and calculate the return

Cost isn’t just an expense—it’s an investment that should deliver tangible results. To avoid overspending (or underinvesting), compare pricing models.

Key tips:

• Evaluate whether they charge per user, per interaction, or combine both.
• Calculate additional costs like implementation, training, or maintenance.
• Analyze ROI: Will the tool improve your conversion, retention, and operational efficiency?

The cheapest option isn’t always the best—choose quality over price.

Top 7 experience management software, tools and apps for 2025

1. Outvio

• Ideal for eCommerce businesses needing streamlined order fulfillment, shipping, and returns management
• Pricing starts at €125/month

Outvio is a premium eCommerce customer experience platform designed to enhance the post-purchase stage. It streamlines order processing, returns, and exchanges, offers real-time tracking, and integrates seamlessly with leading carriers. The software includes a built-in customer service system with chat and ticketing, personalized notifications, and advanced analytics to boost operational efficiency and customer satisfaction.

What sets the platform apart is its ability to deliver a tailored experience from the moment an order is placed. Leveraging its AI capabilities, Outvio enables product recommendations and in-store credit strategies, turning returns into new revenue opportunities.

• Automation of fulfillment and order preparation
• Customized and real-time tracking system
• 100% automated exchanges and returns
• Unified product exchange and checkout process
• Self-service portals for a better customer experience
• Segmented notifications by event via email, SMS, and WhatsApp
• Segmented up-selling marketing campaigns
• Chat and customer management system
• And much more

2. Hubspot

• Great for businesses of all sizes seeking an all-in-one CRM with marketing, sales, and service tools.
• Pricing starts at $20/month, up to $3,600/month

HubSpot is an all-in-one CX management solution designed for small and medium-sized businesses looking to manage customer relationships, automate marketing processes, and optimize sales. It is especially popular among startups and growing businesses that need an intuitive platform to attract prospects, close sales, and enhance the customer experience, without requiring a specialized technical team for implementation or maintenance.

Key Features:

• Free CRM to manage contacts and prospects
• Marketing automation (emails, campaigns, and social media)
• Visual pipeline for sales tracking
• Customer service tools like tickets and chatbots
• Detailed analytics and customizable performance dashboards

3. Salesforce

• Perfect for enterprises requiring robust CRM solutions with extensive customization and integrations
• Pricing: starts at $25/user/month, up to $300/user/month

Salesforce is an advanced CRM solution used by large companies and corporations in sectors such as finance, telecommunications, retail, and healthcare. It is designed to manage large volumes of data and customer relationships at every stage of the lifecycle. Its focus on personalization and predictive analytics makes it the ideal choice for businesses requiring scalable processes, complex integrations, and in-depth analysis for strategic decision-making.

Key Features:

• Robust CRM with customer management and sales pipeline tracking
• Workflow automation and sales process management
• Predictive analytics and advanced reporting capabilities
• Integration with multiple enterprise systems
• Customizable solutions tailored to industry needs

4. Zendesk

• Designed for customer support teams focused on omnichannel support, automation, and help desk tools
• Pricing starts at $55/agent/month, up to $169/agent/month

Zendesk is a customer service platform used by technology, eCommerce, service, and retail companies that aim to efficiently manage support and enhance customer satisfaction. It is ideal for B2B businesses handling high volumes of inquiries, as it allows for organizing and prioritizing tickets in an omnichannel environment, integrating email, chat, social media, and more into a single interface.

Key Features:

• Support ticket management
• Live chat and social media integration for omnichannel service
• Knowledge bases for customer self-service
• Real-time analytics on support team performance
• Automated responses to frequently asked questions

5. Qualtrics

• For experience management across customer, employee, product, and brand research
• Custom pricing

Qualtrics is a platform focused on customer, employee, product, and brand experiences. It is used in market research, healthcare, education, and large corporations looking to translate insights into improvement strategies. With Qualtrics, companies can measure satisfaction, identify areas for improvement, and make data-driven decisions to maximize their impact.

Key features:

• Customizable surveys to capture customer and employee feedback
• Advanced analytics to identify trends and post purchase behavior
• Interactive dashboards to visualize results in real time
• Tools to measure Net Promoter Score (NPS) and other key indicators
• Integrations with CRM and data analytics platforms

6. Nice

• Tailored for contact centers and businesses needing advanced analytics, workforce optimization, and AI-driven tools
• Custom pricing

Nice is an advanced tool for large companies, focused on optimizing customer service and interaction analysis. It is ideal for industries such as telecommunications, banking, and insurance, which handle high volumes of contacts and require robust tools to improve customer experience, increase operational efficiency, and ensure regulatory compliance.

Key features

• Real-time interaction analysis (voice, text, and digital)
• Workforce optimization through scheduling and agent management
• Compliance solutions and call recording
• Process automation using artificial intelligence
• Detailed reports to measure efficiency and customer satisfaction

7. Mixpanel

• Tailored for businesses seeking detailed insights 
• Pricing starts at $25/month

Mixpanel is a customer experience analytics platform designed for companies focused on understanding and optimizing customer journeys. It is ideal for startups, SaaS companies, and mobile app developers aiming to improve user retention, engagement, and conversion rates.

Key features

• Event-based tracking for in-depth customer journey analysis
• Cohort analysis and retention reporting to identify trends
• Funnel analysis to optimize conversion paths
• A/B testing tools for data-driven decision-making
• Integrations with platforms like Segment, Slack, and Salesforce

Getting started with a customer experience management solution 

Integration

1. Connect existing tools: Integrate your CX platform with CRMs, marketing tools, analytics systems, and eCommerce platforms to centralize data and create seamless workflows. For ecommerce businesses, integration with platforms like Shopify, WooCommerce, or Magento ensures smooth synchronization of orders and customer data.
2. Ensure real-time data synchronization: Sync data across systems to provide up-to-date information for order tracking, customer interactions, and inventory management. Real-time updates prevent delays in communication and improve transparency for customers.
3. Test in a sandbox environment: Validate integrations in a test environment before going live to prevent errors in the operational flow, such as incorrect order routing or tracking.

Initial setup

1. Import and clean existing data: Transfer customer records, purchase histories, and interaction logs from ecommerce and operational tools. Eliminate duplicates to maintain clean, accurate databases.
2. Personalize workflows: Configure automated processes like order tracking notifications, returns management, and post-purchase feedback requests. Adjust these workflows to match your shipping rules, regional regulations, and customer expectations.
3. Define metrics and dashboards: Set up dashboards to track ecommerce-specific KPIs such as cart abandonment rates, delivery success rates, and post-purchase satisfaction. Use these insights to adjust strategies in real-time.

Ecommerce-specific configuration

1. Set up return and exchange portals: Implement a self-service portal for returns and exchanges, allowing customers to manage their requests effortlessly. Use automation to streamline the process and offer incentives for exchanges, such as upgrades or store credits.
2. Define shipping rules and notifications: Customize shipping options and rules based on regions, carriers, and delivery preferences. Configure automatic shipping notifications to provide updates from dispatch to delivery.
3. Create branded tracking pages: Design tracking pages with your logo, product recommendations, and promotions. Use them as touchpoints to drive repeat purchases while providing a professional and seamless experience.

Usage and optimization

1. Use customer journey mapping tools: Map touchpoints across the entire ecommerce journey, from product discovery to post-purchase engagement. Identify friction points like slow delivery updates or unclear return processes.
2. Omnichannel consistency: Align communication across platforms like email, social media, and your website to ensure customers receive consistent updates and support throughout their journey.
3. Automate feedback collection: Use surveys and post-delivery emails to gather insights about the shopping experience. Platforms like Outvio let you automate feedback requests and analyze responses for improvement opportunities.

Training and team enablement

1. Role-specific training: Train support teams to manage customer inquiries about orders and returns efficiently. Equip marketing teams to leverage CX data for personalized campaigns and upselling opportunities.
2. Foster cross-department collaboration: Involve logistics, support, and marketing teams in the setup process to align CX efforts with overall ecommerce goals.

Security and compliance

1. Prioritize data security: Protect customer data with encryption and secure storage, ensuring compliance with ecommerce-specific regulations like PCI DSS for payment data.
2. Ensure regulatory compliance: Audit the platform to confirm it meets privacy laws like GDPR or CCPA, protecting customer trust and minimizing legal risks

Customer experience platform costs: comparison

How to use Outvio to increase revenue and profit with CX automation

Artificial intelligence is transforming eCommerce, and Outvio’s CX platform makes it simple. With AI, you can turn routine interactions into revenue. For example, during returns, suggest premium or complementary products. What used to be a refund now becomes an upsell or cross-sell opportunity.

AI also cuts costs by automating tasks like shipping and tracking, reducing errors, and speeding up processes. It even predicts issues, like delivery delays, so you can fix them before they affect your customers.

The best part? AI gives you actionable insights. It helps you find high-value customers, improve delivery times, and increase repeat purchases. And with personalized updates, your customers stay informed and happy, building trust and loyalty.

With Outvio, AI doesn’t just improve customer experience—it drives profits. Every interaction becomes a chance to grow your business.