10 Tools for CX Researchers

Today, I want to take you on a journey into the enchanting world of customer experience research. Yes, it might sound a bit exaggerated, but that's really what it's all about! Customer experience design is a fantastic tool that lies at the heart of a business, shaping its relationships with customers, aiming to delight them, and turning them into loyal advocates. However, this journey is not easy. To ensure everything flows smoothly, you need some sort of magical toolkit. In this article, we'll explore the contents of this magical box specifically prepared for you - "10 Tools for CX Researchers". So, if you're ready, let's dive in!

Many of you may be wondering, "What is CX?" Don't worry, because I'm here to provide you with information on this topic! Are you ready?

What is CX?

Customer Experience (CX) refers to the total of all interactions a customer has with a business. This includes everything from the experience of purchasing a product or service to contacting customer service about a complaint. In other words, CX encompasses the feelings, thoughts, and experiences a customer has at every touchpoint with a business. So, why is CX so important? Here are a few reasons:

• Loyal Customers: A good customer experience ensures that customers remain loyal to a business. Satisfied customers come back time and again and recommend your brand to others.
• Competitive Advantage: Customer experience can be a factor that sets your business apart from your competitors. If your customers love your brand and trust you, they are less likely to choose other options.
• Brand Reputation: A good customer experience enhances the reputation of your business. Positive experiences leave a lasting impression in customers' minds and increase the value of your brand.

CX is important not only for businesses but also for customers themselves. Customers want to have an experience where they feel valued and important. Therefore, we can say that CX is a win-win for both sides.

How to measure customer experience?

Customer Experience (CX) is a critical factor for the success of any business. However, to understand and improve this experience, it's essential to measure it. Below, I mentioned several ways you can measure customer experience:

• Surveys and Feedback Forms: Sending surveys and feedback forms to customers is one of the most common methods for measuring CX. Through these forms, you can directly collect feedback from customers and gain detailed insights into their experiences.
• Net Promoter Score (NPS): NPS is a metric used to measure customer satisfaction. Customers are asked a question like, "Would you recommend this product/company to a friend?" and based on their responses, a score is calculated. This provides an effective way to measure customers' loyalty and satisfaction with the brand.
• Analysis of Customer Touchpoints: Another way to measure customer experience is to analyze customer touchpoints. This involves examining every stage of customers' interactions with a business to identify areas where improvements can be made.
• Data Analysis and Metrics: It's also possible to measure customer experience by analyzing data such as website analytics, sales data, and call center performance. These data provide valuable insights into understanding customer behavior and improving CX.
• Mystery Shopping: Mystery shopping is another method used by businesses to measure customer experience. This involves directly observing and evaluating the quality of service provided by your business, allowing for a deeper understanding of the customer experience.

Of course, you don't have to manually implement these methods yourself. There are tools available that make these methods easy for you.

What is the customer experience tool “CX Tool”?

The CX Tool is a comprehensive software solution tailored to meet the diverse needs of businesses aiming to elevate their customer experience strategies. It serves as a centralized platform where businesses can gather, analyze, and act upon valuable insights derived from customer interactions across various touchpoints.

Benefits of using CX Tools

• Improved Customer Satisfaction: By leveraging insights gathered through the CX Tool, businesses can identify areas for improvement and take proactive measures to enhance customer satisfaction.
• Enhanced Customer Loyalty: Delivering personalized and seamless experiences fosters customer loyalty and advocacy, driving long-term business success.
• Streamlined CX Management: The CX Tool centralizes CX-related activities, streamlining processes and enabling efficient management of customer experience initiatives.
• Data-Driven Decision Making: Access to comprehensive data and analytics empowers businesses to make informed decisions and prioritize initiatives based on actionable insights.

CX tools play a significant supportive role for businesses committed to delivering exceptional customer experiences. By leveraging their robust features and functionalities, businesses can gain a competitive advantage in today's customer-centric market. I have also compiled a list of CX tools for you to adopt, enabling you to embark on the journey toward customer experience excellence.

List of 10 tools for CX researchers

1. Kimola Cognitive
2. Lucid Software
3. Intercom
4. ClientSuccess
5. SurveySparrow
6. Zoho CRM Plus
7. Mixpanel
8. Mouseflow
9. Guru
10. Monday.com

1-Kimola Cognitive for customer feedback analytics

Kimola Cognitive is a tool that transforms customer feedback data into valuable insights. It enables you to easily analyze data mountains to understand your customers' real needs, expectations, and frustrations. This allows you to make informed decisions based on solid data. The data analysis provided by Kimola Cognitive empowers you to enhance customer experience. Based on the analysis results, you can improve customer interactions and increase customer satisfaction. This, in turn, boosts customer loyalty and strengthens the competitiveness of your business. Kimola Cognitive offers the ability to create personalized customer experiences. Through data analysis, you can better understand your customers' preferences, habits, and needs. With the ability to turn user feedback into valuable insights, this tool enables you to make more informed and effective decisions. This ultimately opens the doors to providing more impactful and satisfying customer experiences.

Understand customer experience by classifying customer reviews with Kimola Cognitive without any training. Start by uploading your data and try Kimola Cognitive for free. Get in touch with the team for a demo session and explore customer experience analysis. Kimola's Cognitive journey starts with uploading a spreadsheet or simply integrating with your favorite tools. Integrate Intercom, Zendesk, or Google Sheets to analyze conversational data; customer-agent conversations, Whatsapp Business conversations or simply call center data. Gain a deeper understanding of customer experience with multi-label classification. Learn what your customers love and understand what influences their experiences through classification. With our integration with OpenAI, generate executive summaries, SWOT analyses, and summaries of positive and negative reviews based on customer review analysis. Simply select from the commentary gallery when generating a report. Get started with 5 free credits. Track KPIs with pre-trained classifiers published for different businesses, trained by Kimola, and exhibiting diverse tags. Utilize them for free with Kimola Cognitive, ranging from the mobile app classifier to the book review classifier. Create custom models with a simple training process or contact for additional training services.

Kimola Cognitive offers a 7-day free trial, providing a valuable opportunity for customer experience researchers. This trial period is a golden opportunity for exploring the depths of customer experiences, making it easier to navigate the vast sea of feedback and emerge with clear, actionable insights.

TOP Features of Kimola's Cognitive

• Scrape user/customer reviews from 20+ websites
• Analyze reviews in 25+ languages in a single spreadsheet
• Multi-label classification
• Auto-classification that needs no training
• Analyze customer-agent, WhatsApp business, and other conversational data
• Analyze open-ended questions
• Analyze HR data
• Integrate with Google Sheets, Intercom, Zapier
• Live onboarding with the Kimola Support Team

Pricing: 7-day free trial version and starting from $199 for the paid version.

Click here to explore how Kimola Cognitive can transform your customer experience process with our 7-day free trial.

2-Lucid Software for customer journey mapping

The Lucid Visual Collaboration Suite is a complete platform for teams who want to collaborate visually, no matter where they are or how they work. Virtual whiteboarding, intelligent diagramming, and cloud visualization empower organizations to take plans from initial ideas to successful delivery. Used by millions of users in over 180 countries, the Lucid Visual Collaboration Suite is trusted by the world's leading organizations, including Google, GE, NBC Universal, and T-Mobile. Founded in 2010, Lucid Software has been growing rapidly as a partner of industry leaders such as Google, Atlassian, Amazon Web Services, Salesforce, and Microsoft. Lucid Software is a visual tool, that captures the customer experience. With customizable templates and formatting options, this customer journey mapping software lets you easily visualize and share your findings, helping you target specific personas, increase customer engagement, and ultimately increase your organization’s revenue.

Pricing: The free version starts from $11.93 for the paid version.

3-Intercom for digital customer service

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up the team to work on higher-value customer conversations. Whatever you want to communicate to your customers, Intercom is there for you. From chatbots to live chat to in-product messages and emails, Intercom does it all. Other tools offer chatbots, but Intercom creates an entire customer journey within the tool so you can personalize your messaging and keep tabs on every single customer.

Pricing: The free version starts from $39 for the paid version.

4-ClientSuccess for customer success

ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They offer a holistic, personal approach to managing success throughout the customer lifecycle. True Customer Success Management Platforms provide actionable insights, rich customer analytics, and best practices to reduce customer churn, increase revenue, and maximize customer lifetime value. They believe SaaS is more than software and service. ClientSuccess is more than just a reporting tool that users turn to once or twice a week. It is a true customer management platform that offers a powerful solution for frontline customer success managers and actionable insights for executives.

Pricing: There is no free trial version and price information for the paid version is not available on their website.

5-SurveySparrow for online form builder

SurveySparrow is an end-to-end omnichannel experience management platform that bundles Customer Experience and Employee Experience tools such as NPS, Offline, Chat, Classic, and 360° Surveys which are mobile-first, highly engaging, and user-friendly. The conversational UI lets your surveys deliver a chat-like experience and increases survey completion rates by a whopping 40%.

Key features include:

• Chat-like Surveys that switch from static to dynamic conversations.
• Classic Surveys that ask one question at a time.
• Offline surveys that let you collect feedback from even the remotest of places are internet-free.
• Offline Survey App that serves as a kiosk for offline data collection.
• NPS surveys to measure customer sentiment with a single question.
• NPS Word Cloud and Sentiment Analysis to gain an in-depth view of customer sentiments.
• 360° assessments to evaluate employee performance across various competencies and create personal development plans.
• Multilingual surveys to translate your surveys into the languages of your choice.
• A wide range of question types to gather a variety of data from respondents.
• Click-free dashboard and highly advanced report filters for generating insightful reports.
• Efficient user management to optimize your workflow.
• White labeling to customize every element of your survey.
• Sub Accounts to manage surveys independently under one parent account.
• Single Sign-On to log in to our platform with just a single click.
• IP Restriction to restrict account access only to trusted locations and networks.
• Survey automation with recurring mode to gauge customer or employee pulse at regular intervals.
• Survey sharing across a plethora of channels with the easiest sharing options.
• Efficient integrations to avoid the hassle of using multiple software.
• Custom CSS to add your personal touch to every survey.
• Workflows to automate recurring tasks and increase action efficiency.

Pricing: Prices start at $19 per month and are billed quarterly or annually. A free trial of SurveySparrow is also available.

6-Zoho CRM Plus for customer experience management

Zoho CRM Plus is a unified customer experience platform that helps you bridge the gap between your sales, marketing, and customer service teams and deliver an exceptional customer experience. It combines sales automation, visitor tracking, intelligent chatbots, customer service, project management, email marketing, social media, customer surveys, embedded artificial intelligence, and unified analytics in a single platform. Besides having countless great tools for sales, Zoho also lets you create and customize your entire customer journey. No matter what channels you use, you can change the messaging based on the data you have on your CRM. You can use Zoho in your emails, phone calls, social media platforms, and even a self-service customer portal.

Pricing: 30-day free trial. No credit card is needed. Zoho CRM Plus has 1 pricing edition of $57.

7-Mixpanel for customer behavior

Mixpanel helps companies measure what matters, make quick decisions, and build better products through data. With a powerful, self-service product analytics solution, teams can easily analyze how and why people engage, convert, and retain (in real-time, across devices) to improve user experiences. Mixpanel serves more than 7,000 paying companies from different industries worldwide, including Expedia, Uber, Yelp, BuzzFeed, and Lemonade. See customers' conversion paths and improve conversion rates by eliminating friction points with Mixpanel See customers' conversion paths and improve conversion rates by eliminating friction points and dive deep into retention analytics and promptly identify likely audience groups to churn.

Pricing: Free version and starting from $20 for the paid version.

8-Mouseflow for heatmap tools

Mouseflow lets you discover what's happening in the background. It offers six different types of heatmaps that show what your customers are doing, where they're clicking, and where they're dropping off; so you can take immediate action. One of the things that sets Mouseflow apart is that you can analyze individual forms. These are a known friction point for user experience, and with Mouseflow you can tell if you have too much space or if a form is breaking your customer experience.

With Mouseflow, you can:

• Find out what happens between your visitors' clicks by watching video recordings of their sessions.
• Build 6 types of heatmaps for all your pages automatically to understand what is getting their attention.
• Set up funnels to watch where and why your visitors drop.
• Use form analytics to improve your lead generation.
• Launch feedback campaigns to learn more about your visitors.
• Analyze your data any way you need with powerful filtering options available in all plans.
• Spend time fixing your website issues rather than finding them by filtering your visits by friction score, our machine-learning tool is available at no extra cost and on all plans.

Pricing: Free version and starting from $31 for the paid version.

9-Guru for enterprise social networking

Enterprise AI Search, Intranet, and Wiki in one platform. Guru lives in tools you already use, so no need to context switch. Find info across any app, have an expert help if you can't find it, and let Guru proactively identify knowledge gaps, duplicate knowledge, and translate it to 100 languages..kind of like a smart friend for you and the rest of your company. Any information your customers need to access can be created and organized with Guru. Whether it's a Google Doc, a Slack message, or somewhere within your app, you can embed it in Guru and make it easily accessible to your customers and your team.

Pricing: Free version and starting from $10 for the paid version.

10-Monday.com for task management

Monday.com is a customizable platform where teams can build and shape the tools they need to run every aspect of their business. With easy-to-use building blocks like dashboards, automation, and integrations, teams have the power to create ideal workflows in one intuitive workspace. The platform is flexible and adaptable by design, customizable to fit any business need, and easily scale as your organization grows. With Monday sales CRM, you can centralize and sync all your customer data in real time, which is perfect for maintaining healthy customer relationships across departments. It helps sales reps boost customer engagement, enables marketers to monitor customer satisfaction scores and trends, and assists support staff in generating timely and personalized messages.

Pricing: Free version and starting from $9 for the paid version.