What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in customer experience software category. Our data sources in customer experience software category include;
Customer experience software monitor and improve the overall customer experience when clients interact with the business. It aims customers to have positive experience and avoid issues during interaction.
If you’d like to learn about the ecosystem consisting of Customer Experience Software and others, feel free to check AIMultiple Experience Management.
AIMultiple is data driven. Evaluate 248 services based on
comprehensive, transparent and objective AIMultiple scores.
For any of our scores, click the information icon to learn how it is
calculated based on objective data.
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We use the data sources on the side for ranking solutions and awarding badges in customer experience software category. Our data sources in customer experience software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
Zoho CRM
Freshdesk
Zendesk
Podium
UserTesting
Taking into account the latest metrics outlined below, these are the current customer experience software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
Zoho CRM
Zendesk
Freshdesk
Zoho Desk
Pipedrive
These are the number of queries on search engines which include the brand name of the solution. Compared to other Experience Management categories, Customer Experience Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 37%, 1% more than the average of search queries in this area.
62 employees work for a typical company in this solution category which is 41 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 161 companies with >10 employees are offering customer experience software. Top 3 products are developed by companies with a total of 20k employees. The largest company building customer experience software is [24]7.ai with more than 8,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
Zoho CRM
Freshdesk
UserTesting
Podium
ChurnZero
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Customer Experience Software companies. The most positive word describing Customer Experience Software is “Easy to use” that is used in 13% of the reviews. The most negative one is “Difficult” with which is used in 4.00% of all the Customer Experience Software reviews.
According to customer reviews, most common company size for customer experience software customers is 1-50 Employees. Customers with 1-50 Employees make up 47% of customer experience software customers. For an average Experience Management solution, customers with 1-50 Employees make up 26% of total customers.
These scores are the average scores collected from customer reviews for all Customer Experience Software. Customer Experience Software is most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
This category was searched on average for 425 times per month on search engines in 2022. This number has decreased to 170 in 2023. If we compare with other experience management solutions, a typical solution was searched 408 times in 2022 and this decreased to 260 in 2023.