05 Best Customer Experience Software: [Ultimate Guide 2026]

Customer experience software helps your team understand what your customers want and expect from your business, so you can deliver a personalized experience just for them. These platforms play a critical role in customer conversion and retention and lay a strong foundation for profitable revenue.

If you are planning to build a customer experience platform, or have one already, this guide will help you explore the features, tools, and solutions you can use to enhance user interactions, streamline support, and boost overall satisfaction.

💡 In the next 10 mins, you’ll learn:

• The purpose & benefits of a CX software
• Best CX software you can use 
• Key features of a CX platform

We’ve evaluated best CX softwares, how they stand out from other platforms, unique features and pricing details, so you can pick the right one to match your business goals and scale with confidence.

Let’s get started.

What Is Customer Experience Software?

Customer experience (CX) software are business tools and platforms that collect multiple pieces of data within an organization, manage user interactions and personalize the experience for each customer.

For example, the platform studies a customer’s interest from their previous purchase history with the business, queries they ask from support tickets and pages they visited or clicked from website analytics.

CX management platforms are popular among front-line teams as they help see who a customer is, what they are looking for and how to offer help or support the best way possible.

Why Does Your Business Need a Customer Experience Software?

CX says how much a customer loves a product or service. If your business is competing against 100 other businesses, providing the greatest CX is the only way to stay in the top. And the best CX platforms help you figure out the why, when and how of achieving this.

In this section, let’s discuss what other benefits you can get from a CX platform.

📌 Boosts Profitability

Research from McKinsey shows that companies with strong customer experiences grow their revenue 5 -10% faster and have gained  20% more profit than their competitors. In another interesting study, Bain & Company found that increasing customer retention by just 5% can boost the profit of a business by 25% to over 95%.

📌 Helps Your Brand Stand Out

A 2025 SurveySparrow report says that 73% of customers decide to buy a product based on how they feel about a product over the quality or price of the product. When customers are happy, they spread the word, and that’s one easy way to strengthen your brand and bring in new business.

📌 Keeps Up With Changing Customer Expectations

Today’s customers expect fast, personalized service across all channels they use – online, mobile, and in-person.

CX platforms help you meet those expectations with omnichannel support and smart personalization tools. That’s super-important, especially when we evidently have the data that 80% of customers will leave a brand even if they have just one bad experience.

📌 Brings Real Business Benefits

CX isn’t just about happy customers, it delivers real results:

• Revenue can grow up to 80% faster
• Improve customer retention and loyalty
• Reduce the cost of customer service
• Faster, more effective responses to customer needs

📌 Better Customer Satisfaction and Loyalty

When every customer interaction is smooth and personalized, customers are more likely to stay loyal to a brand.

In fact, a Harvard Business Review study found that loyal customers who had great experiences spent 140% more than those who didn’t. This is where a unified CX platform helps you make sure that every interaction made on your platform turns into a potential conversion.

📌 More Revenue

There’s no doubt that great experiences lead to more revenue. Top CX performers grow 2–7% faster and earn up to 60% better profit margins. When customers feel valued, they’re more likely to buy again from a business and also be open enough to explore additional services and products.

📌 Smoother Operations

CX platforms simplify operations by automating tasks and centralizing customer data. This helps teams respond faster to customers, resolve issues more efficiently, and reduce workload all while saving time and money across departments in an organization.

Overall, these aren’t just feel-good benefits, every benefit mentioned here is backed by data. This is a good reason to invest in a CX platform that helps your business grow faster and operate more efficiently.

Now, if you have questions on which platform to choose, here is a list we’ve put together to make things easy for you.

05 Best Customer Experience Software In 2026

The Top 05 best Cusotmer Expereince software are MirrorFly, Sprinklr, Zendesk, Apphitect and Intercom. Choose the best CX solution to build your own whitelabel platform.

1️⃣ MirrorFly

Best for: CX platforms looking for a Customizable, AI-powered CPaaS Solution

MirrorFly is a secure CPaaS (Communication Platform as a Service) platform that helps businesses build their own CX platform, customize the features to personalize customer experiences, and have full control over the data.

This white-label solution offers APIs and SDKs that comes with 1000s of features including voice & video calling, chat and live streaming APIs and SDKs, positioning itself as the world #1 white-label self-hosted and SaaS CPaaS provider.

Ultimately, combining the CX features with CPaaS features, with full customization, and control gives all the power to businesses for building the best customer experience possible.

What are the Key Strengths of MirrorFly?

• 100% customizable communication solution 
• Gives full control of data, workflow, security, data and infrastructure.
• White-label chat solution that lets you add your own logo, colors and custom elements to give a personalized touch of your brand
• You can hire a dedicated team of experts to build your CX platform end-to-end. 
• Offers the #1 rated multichannel contact center solution trusted by brands for over 16+ years
• Best software for internal communication & customer management

What are the Notable Features of MirrorFly?

• Real-Time Messaging
• Omnichannel Support (Chat, Video, Voice)
• AI Voice Agent
• Message History & Backup
• Chatbot Integration
• Analytics and Reporting
• Multi-Language Support
• Push Notifications
• End-to-End Encryption
• Chat Moderation Tools
• Integration with Other Services (CRM, APIs)

How much does MirrorFly cost?

You’ll need to directly contact MirrorFly team to get a custom quote

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2️⃣ Sprinklr

Best for: Businesses looking for Unified platform for CX and social media management

Sprinklr is a highly reliable customer experience platform that brings all your social media channels into one easy-to-manage hub, making it easy to connect with your customers.

With this CX platform, your team can respond to messages, schedule posts, communicate with other team members, and keep your brand consistent no matter where your audience is.

What are the Key Strengths of Sprinklr?

• AI-powered automation capabilities 
• Real-time social listening across 30+ channels
• Scalable and customizable platform for enterprise needs

What are the Notable Features of Sprinklr?

• Unified Agent Desktop
• Supervisor Console
• Journey Facilitator
• Sprinklr AI Agent
• Contact Center AI
• Agent Copilot
• Quality Management (AI-based)
• Customer-Facing Guided Workflows

How much does Sprinklr cost?

Sprinklr comes is 2 different plans for CX platform users:

Self-Serve Plan:

• $199/seat/month (billed annually)
• $249/seat/month (billed monthly)
• 30-day free trial included

Enterprise Plan:

• Custom quote

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3️⃣ Zendesk

Best for: AI-powered CX with purpose-built AI trained on real CX data

Zendesk stands out as a versatile, AI-powered service solution that is not only easy to set up, but simple enough to use and scale big. It provides a complete customer experience solution for the AI era, and is carefully designed to deliver fast and personalized experiences to customers.

What are the Key Strengths of Zensdesk?

• Omnichannel support
• Data privacy and protection
• Agent workspace

What are the Notable Features for Zendesk?

• AI agents and AI copilot
• AI-powered knowledge base
• Workflow automation and omnichannel ticketing system
• Real-time and historical reporting
• Self-service tools and 360-degree customer view
• Integration with over 1,500 apps
• Workforce management and quality assurance tools

How much does Zendesk cost?

The pricing of Zendesk is designed to meet all tiers of businesses and their details are here below:

Zendesk Suite:

• Team: $55/agent/month
• Growth: $89/agent/month
• Professional: $115/agent/month
• Enterprise: Custom quote

Zendesk Sell (CRM):

• Starts at $19, up to $169/user/month

Zendesk Support (Standalone):

• Team: $19/agent/month
• Professional: $55/agent/month
• Enterprise: $115/agent/month

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4️⃣ Apphitect

Best for: Businesses looking for White-label Self-hosted Solution

Apphitect is a secure chat API & messaging SDK solution that supports building feature-rich CX platforms that are capable of delivering unmatched real-time communication (RTC) with a native chat experience. This AI-powered solution helps businesses add RTC to their CX or build completely from scratch, without having to write code for them separately.

Most Businesses prefer Apphitect while building their CX strategy, as Apphitect is by far the most customizable solution next to MirrorFly, and it supports custom security. On the other hand, the solution also lets you host on-premise or on-cloud depending on your requirements.

What are the Key Strengths of Apphitect?

• AI-powered communication solution
• Fully customizable features
• Self-hosting options
• Data sovereignty
• Custom security
• Enterprise chat API & messaging SDK integration
• Unified messaging API & chat SDK integration for real-time communication

What are the Notable Features of Apphitect?

• Real-time messaging 
• SIP/ VoIP Calls
• WebRTC Support
• Live broadcasting
• Activity feeds
• Chat history and export 
• Upload Huge Files
• Live Streaming

How much does Apphitect cost?

Specific pricing details are available upon contact with the company.

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5️⃣ Intercom

Best for: SaaS and startups needing scalable, chat-based CX

Intercom is an AI-first customer experience and service platform that functions as a Conversational Relationship Platform for building customer relationships through personalized, messenger-based experiences.

It’s considered one of the most advanced omnichannel customer experience software for their quality & performance for any scale of business.

What are the Key Strengths of Intercom?

• Handles queries in any language or format
• Deep automation and personalization
• Fin Voice adds intelligent AI to phone support

What are the Notable Features of Intercom?

• Advanced AI chatbot and AI co-pilot
• Product tours for user onboarding
• CX Score (AI-generated sentiment metric)
• No-code customization
• Custom Objects

How much does Intercom cost?

Intercom caters its CX platform in different pricing plans:

• Essential: $29/seat/month (billed annually)
• Advanced: $85/seat/month
• Expert: $132/seat/month
• Fin AI Agent: $0.99 per resolution (add-on)
• Proactive Support Plus: Add-on (pricing varies)
• Startup Discount: Up to 90% off for eligible startups
• Free Trial: Available

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6. Podium

Best for: Lead generation and customer interaction via text

Podium is a fast-performing customer experience management solution that turns business texting into a full scale customer communication hub. Unlike traditional support platforms, the platform not only handles emails and calls but takes up reviews, webchat and payment requests via SMS.

Podium comes with built-in lead capture tools and payment links that help local businesses turn every conversation on their platform into profitable revenue.

What are the Key Strengths of Podium?

• Combines text marketing, review collection, and payment processing
• AI features for lead qualification and response optimization
• Live website chat with centralized inbox for all communication channels
• Easy-to-use dashboard with analytics and team collaboration tools

What are the Notable Features of Podium?

• Text-to-Pay
• Video Chat
• SMS Marketing Campaigns
• Lead Generation & Routing
• Personalized Onboarding Experience

How much does Podium cost?

• Essentials: $249/month 
• Standard: $409/month
• Professional: $599/month 
• Free Trial: 14 days available

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7. Qualtrics

Best for: Data-driven teams needing in-depth feedback insights

Qualtrics CX is an advanced customer experience management software built to capture, analyze, and act on customer feedback across every business interaction.

What really sets Qualtrics apart is its predictive intelligence that not only surfaces insights but also triggers automated workflows to improve outcomes in real time.

What are the Key Strengths of Qualtrics?

• Surveys customers at key touchpoints 
• Real-time data visualization and reporting 
• Highly customizable with strong security and integration support

What are the Notable Features of Qualtrics?

• Stats iQ
• Text iQ
• Custom CX dashboards
• Customer journey mapping
• Closed-loop feedback system
• Social media sentiment tracking
• Video feedback with generative AI
• Real-time Agent Assist
• Automated call summaries

How much does Qualtrics cost?

Qualtrics’s brand experience software is available for a custom pricing  based on features, users, and usage

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8. Freshdesk

Best for: Comprehensive ticketing system and omnichannel support

Freshdesk is a cloud-based customer service software that’s specifically built for fast, and context-rich support. This intuitive CX can smoothly bring together customer conversations from their emails, instant messaging, phone calls to your business, and social media interactions – into one central dashboard, making it easy for your support teams to manage inquiries without losing the context of customer conversation.

What are the Key Strengths of FreshDesk?

• Unified agent workspace 
• AI-assisted responses
• Strong automation for routing, SLAs, and workflows
• Scalable and easy to use

What are the Key Strengths of FreshDesk?

• Unified agent workspace 
• AI-assisted responses
• Strong automation for routing, SLAs, and workflows
• Scalable and easy to use

What are the Notable Features of Freshdesk?

• Advanced ticketing system with intelligent routing
• Freddy AI for response suggestions and agent assistance
• Self-service portals with knowledge base and FAQs
• Comprehensive reporting and analytics

How much does Freshdesk cost?

Freshdesk Support Desk Plans:

• Free: Basic support for small teams
• Growth: $15/agent/month (billed annually)
• Pro: $49/agent/month
• Enterprise: $79/agent/month

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9. HubSpot

Best for: CRM integration and HubSpot CRM users

HubSpot CX is an all-in-one platform that helps businesses manage the complete customer experience, right from from first visit to long-term loyalty using its built-in CRM. The key specialty of this data-driven CX platform is that it connects marketing, sales, and support tools under one roof, so that your teams can work with the same customer data and deliver even more personalized interactions.

What are the Key Strengths of HubSpot?

• Centralized customer data 
• Built-in ticketing, live chat, and automation tools
• Personalization and AI-powered insights

What are the Notable Features of HubSpot?

• Unified CRM
• AI-powered Customer Agent
• Omnichannel support
• Breeze Copilot
• Customer feedback surveys (NPS, CSAT, CES)
• Conversation intelligence
• Self-service customer portal
• Workflow automation

How much does HubSpot CX cost?

HubSpot CX Suite offers free to enterprise plans across its Hubs.

• Marketing Hub: Starts at $20/month, up to $1,200+/month based on contacts.
• Sales & Service Hubs: $15 to $150/month per seat.
• CMS Hub: $20 to $1,200/month.
• Operations Hub: $800 to $2,000/month.
• Commerce Hub: Custom pricing.

All of these pricing plans depend on contacts, users, features, and bundling.

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10. Birdeye

Best for: Businesses managing multiple locations and referrals

Birdeye CX is an AI-powered customer experience management platform that focuses on reputation and feedback management. It helps businesses collect customer reviews from 200+ sites like Google, & Facebook and respond to them in real time.

This intuitive CX platform also helps businesses that operate in multiple locations by giving a central dashboard to see how each branch is doing, compare the results across areas, and respond to all customer reviews, messages, and social posts without switching multiple tabs or tools.

What are the Key Strengths of Birdeye?

• Monitors reviews and messages across 250+ sites and channels
• Centralized platform for surveys, social media, and messaging
• Customer feedback, review management, and local reputation control

What are the Notable Features of Birdeye:

• Online review management across 150+ sites
• Social media management and scheduling
• Omnichannel messaging (SMS, email, webchat, social)
• AI-powered sentiment analysis and feedback insights
• Listings management across directories
• Mobile app for iOS and Android

How much does Birdeye cost?

• Plans: Starters, Growth, Dominate
• Starts at: ~$299/month (for up to 3 locations)

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How To Choose the Right CX Software

Choosing the right customer experience software isn’t about going with a popular brand. What truly matters is about finding a tool that best fits your business, team, and customers, so that you can deliver an experience that’s both exceptional and personalized.

Here’s what to keep in mind:

✔️ Know What You Want to Fix

Start by figuring out where your customer experience is not really great. Are customers waiting too long for replies? Are reviews being missed? Once you know the problem, it’s easier to choose the right tool.

✔️ Focus on Features You’ll Actually Use

Don’t get distracted by fancy features. Look for things that solve your actual problems:

• Can it handle messages from email, chat, and social media in one place?
• Does it show the full customer history so your team has context?
• Can it collect feedback and suggest improvements?
• Can it automate small tasks like sending follow-up messages?

Ask as many questions as you can to figure out the right features, without overwhelming your platform.

✔️ Make Sure It Works with Your Current Tools

Your CX management software should easily connect with tools you already use like your CRM, email, or support system. This saves time and avoids manual work.

If any of them have a conflict in co-existing smoothly, it really might be a headache to sort the issues, rather than focusing on what you really need to be doing with your CX platform.

✔️ Think About Scalability

Pick the software that can grow with you. Whether you’re adding new team members, more customers, or new locations, it should be able to keep up.

✔️ Easy to Learn and Use

If the platform is confusing, your team won’t use it. Go for something that’s simple, clean, and quick to learn.

✔️ Choose a Trusted Company

Go with a provider that’s known for good service. Read reviews, ask around, and make sure they offer support when you need it especially during setup.

✔️ Security Matters

Since you’ll be dealing with a lot of customer data, including sensitive ones, make sure the software is secure and meets privacy standards (like GDPR). The safest option is to choose a software that supports custom security so there will not be any limitations in adding the encryption or compliance that your business particularly needs.

✔️Check the Pricing

Understand what you’re paying for. Look out for hidden costs like setup or support fees. Make sure it’s worth the money by thinking about what it can help you save or improve, like faster responses or happier customers.

✔️ Test Before You Buy

Most platforms offer free trials or free demos. Use them. Let your team try the tool and see if it actually helps before you make a decision.

Key Features Of Customer Experience Platforms

Here’s a quick checklist of features that you need to look for in a CX platform if you are planning to build or choose the one that would really give the experience your customers expect.

Priority CX Features	Supporting CX Capabilities
Omnichannel Chats + Calls	SIP/ VoIP support
AI agents	Call/ Chat Rescheduling
Chatbots	Email support
Conferencing	Live chat support
Workflow automation	SMS support
Sentiment analysis	Social media integration
Feedback collection	Online reputation management
Closed-loop feedback system	Helpdesk integrations
Surveys and CXM	Call Transcription
AI copilots	Transparent Agent Monitoring
AI Feedback Intelligence	Knowledge Base
CRM integration	Complete customer view
Real-time alerts and notifications	Conversational Summaries
Historical reports	24/7 Availability
Conversation behavior analysis	Smart Escalation
Cross-functional collaboration	End-to-End Encryption

Build Your Own Custom CX App with MirrorFly

Most customer experience (CX) tools come pre-built, but what if your business needs something more customizable & high-performing at the same time? That’s where MirrorFly stands out.

MirrorFly offers real-time communication SDKs and APIs that you can embed into your CX apps to add chat, voice, video, and messaging features. Ultimately, you get full control over how communication works inside your product without relying on third-party products.

Here are key reasons why 1000+ brands are already using MirrorFly:

• Total Customization
• Data Ownership
• White-label Branding
• Custom Security
• On-premise/ On-cloud Hosting
• Hire a dedicated team of experts

Overall, customer experience isn’t one-size-fits-all.

While tools like Zendesk or Intercom are great for quick setups, they may not match your specific workflow, branding, or business logic. But, MirrorFly gives you the tools you and your teams need to build your own CX platform, exactly the way you want it.

If you think MirrorFly would be a great fit for your business, wait no more, contact the team right away and launch your CX platform in the next 48 hrs!

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