Best Customer Experience Software: The Ultimate Guide [2025]

Mohamedasar Published On August 5th, 2025 Share it on

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.

10 Top Customer Experience Software In 2025

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.

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.

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.

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.

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.

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!