TrustRadius Top Rated 2019

Announcing the Top Rated Customer Experience Management Software for 2019

Today, we awarded the 2019 TrustRadius Top Rated badges for Customer Experience Management Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.

Here are the winners:

Pendo.io

Pendo is used by developers, product managers, and customer success managers to drive improved customer experience with enterprise applications through its product analytic capabilities. Pendo’s analytics are used to provide instant user feedback to application developers for building user guides and tutorials, as well as user journey and funnel analytics. Pendo is also used to directly conduct polls and customer satisfaction surveys (e.g. NPS surveys) and can deploy guides and provide other targeted in-app messaging (e.g. new feature alerts, promotions, etc.). ‘

On TrustRadius, Pendo users tend to work in the computer software industry (58%), and a majority of users work in midsized companies  (66%). Reviewers on TrustRadius give high praise to Pendo’s UI analytics and in-app NPS surveys, and appreciate the ease with which they can understand user behavior to track KPIs, or deploy guides using Pendo.

“Pendo.io has been an absolutely amazing application for our company. We have been able to use this for a catch-all of activities that we have been wanting to execute but didn’t know how to. In-app tours for first-time users of our platform, support, notifications and product feedback, user analytics, NPS, product validation and the list goes on. Pendo.io has really served as a great asset in understanding and communicating with our users directly within our application.”


Keegan Ross | Customer Success Manager | Computer Software Company 

Gainsight

Gainsight’s customer success suite of applications is popular among customer support and customer success personnel, as well as product managers responsible for guiding user application development. Included in the Gainsight suite of applications is the company’s customer experience application (Gainsight CX).It allows users to collect in-app customer feedback (e.g. NPS surveys) and provides customer journey orchestration via best-practice driven playbooks. Gainsight is used across many industries, wherever applications are a key part of customer offerings.  

On TrustRadius, the majority of Gainsight reviewers work at midsize companies (69%). Gainsight reviewers value the product’s detailed and accurate customer timeline and health scoring,  and the automated CTAs sent to support agents, letting them know when and how to reach customers in need.

“We use Gainsight as the heart and soul of the Customer Success team. The CTAs define the day to day work of the CSMs, but we also use it to track the success of onboarding a new customer and other larger projects. It’s important to us to have all of a customer’s experience tracked in Gainsight to help us tell the full story of a customer. Our analytics team needs this story to better help us be predictive… Gainsight is a powerful tool and I’ve used it at two companies to define the work and outcomes of CSMs. If you have a multi-product offering and need to manage the post sales experience, this tool is perfect.”

Penny Ashley-Lawrence | Sr. Director, Global Customer Success | Computer Software Company 

Zendesk

The Zendesk Suite is designed to provide a comprehensive solution for customer support. Zendesk’s primary offerings include an omnichannel helpdesk ticketing system, customer self-service, live chat and messaging capabilities, and a call center solution. It also provides users with a customer journey analytics application, Zendesk Explore, which supplies users with a total view of customer experience across touchpoints. Customers also have the option to  provide self-support through the included customizable knowledge base, or receive assistance from Zendesk’s Answer Bot. Zendesk Connect, a proactive communication tool, plugs into the Zendesk Talk and Support products to provide additional CX services, such as personalized or criterion or event-driven messaging to provide customer assistance, upsell, or other purposes. 

A large percentage of Zendesk reviewers on TrustRadius come from either small companies (33%) or midsize businesses (44%). Users of Zendesk on TrustRadius praise its ease of use, smooth implementation,  analytics (which may also be used for bug tracking and product improvement), and its proactive automated response features.

“[Zendesk] works as a support ticket solution aimed at the client, allowing users to send tickets for service requests. It allows integrating all communication channels used by companies to communicate with their customers… With Zendesk the company has managed to reduce the hard work of customer service, making it much simpler, easier and more proactive… Zendesk allows you to integrate self-help tools into your customer service platform, These Zendesk self-help solutions reduce the resolution time, increase the efficiency of the users and improve the customer experience.”

James Michael Wood | Supervisor Quality Control | Electronic Manufacturing Company 

Genesys PureConnect

For companies whose customer interactions are mediated through call centers, Genesys PureConnect presents a complete contact center platform combined with customer experience management features. These include automated proactive customer communication, customer profiles for customer service agents to provide personalized service, SLA enforcement and KPI tracking, and customer self-service functionality.

About half of Genesys PureConnect users on TrustRadius are employed by enterprises (52%).. Reviewers of Genesys PureConnect appreciate its contact center capabilities (e.g. call routing, IVR, etc.). Reviewers familiar with PureConnect’s customer experience management features enjoy its configurable reports and KPI reporting, its tracking of correspondences across channels, and quality assurance surveys.

“[Genesys PureConnect] has been rolled out to some of the larger contact centers within our organization, and further sites are still in the pipeline for implementation…  We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call a different number.”


Kimberly Thomas | Account Manager | Insurance Company 

Qualtrics

Recently acquired by SAP and turned into an experience management platform, Qualtrics now  provides a comprehensive customer analytics and experience suite. Useful for product managers and marketers, the Qualtrics suite includes NPS distribution and scoring, customer journey and conversion rate analytics. It also supports product research (e.g. naming, concept, audience segmentation and analysis, etc.) with pre-designed (yet configurable) surveys and studies. 

While traditionally popular in higher education and in academic research, Qualtrics users on TrustRadius also use it for product roadmap guidance, customer feedback surveys, and service quality evaluations. A sizable portion of Qualtrics users are from  enterprises (48%). Those using Qualtrics for customer experience highlight its ability to produce complex surveys, wide variety of response metrics and survey data capture, and ability to supply advanced analytics all within the same platform.

Corinne Gibson | Product Marketing Specialist | Hospital & Health Care Company 

Genesys PureEngage

Genesys PureEngage is an all-in-one contact center and omnichannel customer experience management platform for larger businesses. PureEngage equips users with omnichannel customer journey analytics, providing them with a view into customers’ experience across all touchpoints (e.g. phone, web, email, etc.). Available either on-premise or via the cloud, PureEngage presents developers with a highly flexible and configurable framework for supplying any contact center capability required. For support agents and their managers, PureEngage presents a number of tools, analytics, and metrics for agent performance management and service personalization. 

Unsurprisingly, most reviewers of Genesys PureEngage on TrustRadius are employed in larger enterprises (68%). Users praise the flexibility of the Genesys PureEngage SDK for custom application building and the resulting ability to use one platform to power all customer experience needs, as well as the platform’s intelligent IVR and call routing.

“Genesys PureEngage is a world-leading omnichannel customer experience platform. The solution helps the customers to engage with the organization on all communication channels like mobile, web, social media, email and voice… Genesys PureEngage is suited for any organization looking for an omnichannel customer experience. The advantage of this solution is that it is flexible and scalable to any extent depending upon the needs of the organization.”


Rashid Yusuf | Senior System Analyst | Telecommunications Company

Congratulations to the winners of the Top Rated Customer Experience Management Software Award!

What is Customer Experience Management Software?

Customer Experience Management Software (CEM, or CX tools) is a class of applications used by marketers to grow and retain customer loyalty, and convert loyal customers into active brand advocates. It gathers feedback about overall customer feeling or warmth towards a brand and analyzes outcomes arising from direct customer interactions. This provides enticements that encourage renewals, upsells or cross-sells, and enthusiastic brand promotion. 

From the customer perspective, successful customer experience aided by software should lead them to feel they are engaging with a smart and responsive brand that wants to turn around negative experiences No one application does it all, and CEM/CX tools generally address one or several elements of customer experience. Most customer experience management solutions collect and aggregate  customer analytics and feedback, and some level of content management and personalization based on customer behavior or attributes. Some of these tools may also provide walkthrough, A/B testing and personalization tools, helpdesk or ticketing software, tag management systems, a customer data platform or CRM, chat functionality, and  more general marketing or contact center functionality.

Top Rated Criteria

Products included in the 2019 Top Rated Customer Experience Management Software list must have been in the top tier of their category TrustMap as of June 3rd, 2019. To qualify for the Customer Experience Management Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category.  Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.

Elizabeth Sullivan-Hasson

Elizabeth is a research associate at TrustRadius where she focuses on tracing the evolution of business software and finding new ways to visualize user data. Elizabeth has a BA in Economics and Political Science from the University of Massachusetts Amherst and an MSc in International Development from the London School of Economics. When she’s not in the office, Elizabeth enjoys exploring new cities, hiking, trying out new recipes, and diving into sci-fi novels.

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