8 Best Customer Experience Platforms in 2024

What is a Customer Experience Platform?

Customer experience platform, or CXP, is a software solution designed to help businesses manage and improve each customer’s overall experience with their brand or product.

Think of customer experience platforms as a control panel. You can access all your support channels and engagement tools in one place and use them to create a positive customer experience.

A customer experience platform can help you with the following:

• Provide a unified view: CXPs can centralise customer interaction from several digital channels, such as websites, emails, social media, mobile apps, etc., into a single interface. This is useful as agents don't need to switch between channels and answer customer queries quickly.

• Deliver personalised interaction: The CRM embedded in these platforms can collect customer data from all contact points and keep it in one place. With this information, you can identify customer needs and their loyalty drivers, so you can personalise the support.

• Measure Agent Performance: CXPs automatically compile agents' performance from all interactions into actionable reports, helping you determine whether the service you're providing is efficient for customers.

• Self Service Option: CXPs offers a knowledgebase system that acts as a digital library for all your support resources. These resources can be in the form of how-to articles, FAQs, video tutorials, or glossaries. Customers can access this information directly through the help centre, reducing their overdependence on support teams and getting answers in a timely manner.

• Collecting Feedback: CSAT surveys are questionnaires used to collect customer feedback regarding their experience with your brand. Many CXPs can automate the process of sending and collecting these CSAT surveys post-purchase.

8 Best Digital Customer Experience Platforms

1. Mevrik

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Mevrik is an AI-driven all-in-one customer experience platform trusted by enterprises and midsize businesses to help drive more efficient and coordinated customer support.

From Mevrik, you can manage every aspect of your customer support strategy, starting with a unified inbox that gathers customer interactions from multiple channels to a robust knowledge base that helps customers self-resolve their issues.

Here are some of Mevrik’s best features

1. AI-Powered Unified Inbox: Mevrik automatically gathers customers’ inquiries from multiple channels, like email, social media, reviews, calls, and SMS, in one unified inbox. Get a holistic view of all customer interaction across channels and simplify the communications experience between your business and customers.
2. Conversational and advanced task management system: Answer customer inquiries as soon as they arrive through a conversational UI. If you need further assistance, convert inquiries into tasks and assign them to your proficient team members. Once assigned, you can also track which tasks have been solved and which still require a response using task activities. 
3. AI-powered omni-channel CRM: Mevrik collects historical customer data across all support channels, empowering your business to offer proactive support. Agents can smartly categorise leads and track their journey to boost the sales pipeline.
4. Advanced AI chatbot: The Mevrik AI chatbot is designed to enhance your team's efficiency. It can generate human-like conversations, answer common queries, and automate simple tasks so that your agents can focus on work that matters.
5. Intelligent routing: Mevrik uses sentiment analysis, interaction history, and topic labelling to automatically select the suitable agent and route the inquiry accordingly.
6. Generative AI: Mevrik offers AI Assist, a generative AI tool to boost your agent's productivity. Your team can create a context-aware message in seconds using the tone changer, sentence shortener/extender, grammar, and translation. 
7. Knowledge-base management system: Mevrik also has a set of rich knowledge-base tools to create, edit, and organise support documents. For example, the automatic AI article generation tool lets you create well-organised and beautifully formatted articles in seconds. 

Ideal for

• Technical support teams
• Solopreneurs
• SMBs
• Large enterprises

Pricing

• A 14-day free trial is available.
• Starter ($41 per user)
• Growth ($84 per user)
• Pro ($132 per user)
• Enterprise: Request a quote.

See all pricing options here: Mevrik pricing.

2. Sprinklr Service

Sprinklr has made a name for itself through social media management features. But it also covers a variety of customer support tools that facilitate frictionless interaction between your business and customers.

This includes a unified agent workspace that offers 360° visibility to all your customer interactions, automated call routing that ensures inquiries reach the right agent quickly, and a robust knowledge base that enables self-service options for customers.

Additionally, Sprinklr's smart service workflows make it easier to deploy both AI-driven and rule-based chatbots across all digital channels with no code.

Best Features

• One agent workspace to receive interaction from multiple channels.
• Cross-channel social media listening and monitoring.
• Powered by Sprinklr's artificial intelligence, you can generate Knowledge-base articles instantly that reflect your brand's voice.
•  Sandbox feature to test new integration in a protected environment.

Ideal for

• Social media teams
• Mid-sized to large enterprises

Pricing

• A 30-day free trial is available. 
• Self-serve ($249 per seat/month)
• Enterprise: request a quote

Learn more about Best Sprinklr Alternatives

3 . Zendesk

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The next platform we have on our list is Zendesk. It's primarily a cloud-based support platform that is designed to improve your customer service front.

Agents can be automatically assigned incoming queries based on their expertise, while the ticketing system lets users centralise all customer interaction.

With Zendesk, you also get a customisable reporting dashboard that helps you keep track of both agent and chatbot performance.

Best features

•  Dedicated training interface to onboard with ease.
• A robust ticketing system to organise every customer interaction
• A shared space for different team members to work cohesively
• Highly customisable analytics and reporting dashboard to reflect your sales cycle.
• Advanced knowledge-base builder

Ideal for

•  Technical support agents
• Sales and marketing teams
• Startups and SMBs
• Large enterprises

Pricing

• A 14-day free trial is available.
• Suite team ($55 per seat per month)
• Suite growth ($89 per seat per month)
• Suite profession ($155 per set/month) 
• Suite Enterprise: Talk to Sales

Learn more about Best Zendesk Alternatives

4. Intercom

If you are looking for a platform that offers a scalable ticketing system with a high-performing CRM, then Intercom is the right call for your business.

The platform comes with a whole stack of customer management tools that helps you map out buyer's journeys and grow the sales pipeline.

Plus, you will have access to a series of help desk features, including a shared inbox, customisable workflows, and a knowledge-base builder.

Best features

• A modern and intuitive interface to quickly find advanced features.
• Shared inbox to manage and collaborate with team members on all customer interactions.
• AI Chatbot Fin, to let customers serve themselves with accurate and fast answers.
• Customisable report dashboards to visualise emerging trends.

Ideal for

• Technical support agents
• Sales and marketing teams
• E-commerce platforms
• SMBs and startups

Pricing

• A 14-day free trial is available.
• Essential ($39 per seat/month)
• Advanced ($99 per seat per month)
• Expert ($139 per set/month) 

5. Freshworks

Freshworks is another cloud-based ticket management platform to consider if your goal is to manage relationships and drive loyalty.

It offers omnichannel support with a shared inbox, ensuring team members can track and jointly answer customer inquiries.

Moreover, the ticketing system allows agents to prioritise customer inquiries using tags and respond to them based on the level of urgency.

Best features

• Shared inbox for organising customer interaction from multiple channels.
• An AI assistant, Freddy, to help you complete repetitive manual tasks.
• Integrated live chat capabilities.
• A budget-friendly option compared to Intercom.

Ideal for

• SMBs
• Large enterprises
• Global brands

Pricing

• A free version is available.
• Growth ($15 per agent/month)
• Pro ($49 per agent/month)
• Enterprise ($79 per agent per month)

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6. Front

Front is a great customer experience platform geared towards brands that relies heavily on email.

The platform seamlessly integrates with your email channels, creating a conversational experience rather than just addressing a ticket.

Plus, it lets you create multiple shared inboxes so that you can prioritise tasks while simultaneously collaborating with other support agents. 

Best features

• Modern and sleek interface to open features with minimal clicks.
• Shared inbox for teams to stay productive and collaborate with each other.
• Complete and customisable knowledge base for each brand.
• Pre-built and customisable report dashboards allow you to visualise emerging trends from all touchpoints and identify your next customer success strategy.

Ideal for

• Technical support agents
• Small enterprises
• Startups

Pricing

• A 7-day free trial is available.
• Starter ($19 per seat/month)
• Growth ($59 per seat per month)
• Scale ($99 per seat/month)

7. Kustomer

Kustomer is a cloud-based customer support platform that integrates a classic ticketing system, a knowledge base, and interaction monitoring tools.

It now also comes with some advanced AI features, such as Kustomer IQ, that can understand customer intent and address customer queries dynamically without human agent support.

Best features

• Unified agent workspace that provides total visibility to all customer interactions across channels.
• A no-code AI chatbot, Kustomer IQ, is designed to identify customer intents and deliver efficient support.
• Shares reports summarising customer experience and agent performance.
• Rich knowledge base management option system that supports hundreds of articles and can be automatically integrated into the chatbot

Ideal for : 

• Mid-sized and enterprises

Pricing: 

• Enterprise (89/month)
• Ultimate (139/month)

8. Zoho Desk

Today's customer wants more than just help desk support, and Zoho answers that perfectly with its advanced AI capabilities and extensive analytics.

Zoho's very own AI-powered virtual assistant, Zia, can perform sentiment analysis on customers on the spot, figure out what exactly they are looking for, and answer their needs in seconds, making the interaction much more engaging.

Best features

• Smart routing features to automatically allocate tickets to agents.
• Shared inbox to collect support tickets from multiple channels in a single interface.
• In-built live-chat facilities.
• Complete, customisable knowledge base for each brand.
• Pre-built and customisable report dashboards to visualise emerging trends and identify your next customer success strategy.

Ideal for:

• Startups and SMBs
• Enterprises

Pricing:

• Standard ($14 /user/month)
• Professional ($23/user/month
• Enterprise ($40/user/month)

Key Features to Look for in a Customer Experience Platform

Let's see some key features that you should look for while picking a customer experience platform:

Omni Channel Support

Customers nowadays engage in cross-channel shopping. They switch among websites, mobile apps, and physical platforms for a single purchase.

But in many brands, each channel is managed by separate departments, each with separate strategies, so the experience is not as seamless as many customers expect it to be.

By investing in a customer experience platform with an omni-channel system, you can resolve this issue instantly.

An omni-channel system connects several channels—online, mobile, and social—into a single location, allowing your brand to send context-driven responses to every customer interaction.

AI-Powered Tools

Typing responses to each customer can sometimes be very time-consuming and a bit overwhelming. AI tools like Mevrik Writing Assistant can instantly help you generate context-driven responses that will keep your customers engaged. 

Additionally, a self-service tool like Mevrik Chatbot allows you to pre-populate the system with common queries, so when the customer comes asking some basic questions, they can get them instantly without waiting for business hours.

Integration with the CRM system

Digital interactions provide a chance for more comprehensive customer profiling and data collection. Thus, choose a platform that already has a built-in CRM or can be integrated with one.

A CRM system allows for the automatic saving of customer data from every touchpoint a customer has with your business. You can later retrieve this data to determine who bought what and when.

When you have a detailed understanding of each customer's needs and preferences, you can transform each business interaction into a personalised experience. 

Rich knowledge-base management system

Another key feature to look for in a customer experience platform is a knowledge base management system.

A knowledge base acts as a digital repository for — how-to articles, video tutorials, and FAQs— that cover common queries and concrete methods to resolve them. By doing this, both agents and customers can instantly access support information. 

Pro Tip: Make sure to regularly add or update the content on your knowledge base so your customers can credit you as a source of current and helpful information.

Final Thoughts

When you are considering investing in a customer experience platform, remember that a successful implementation is as much a people process as it is a technology process. 

You may pick the most powerful tool on the market, but if it isn't aligned with your team's skills or there aren't enough resources for training, it is a recipe for disaster. So when purchasing, ensure it is compatible with your team's skills and that there are drop-down resources for training.

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