Businesses are finding it difficult to meet the increasing customer expectations. Customer annoyance and inefficiencies can result from managing interactions across several channels.
This issue is resolved by a customer experience platform, which streamlines processes and centralizes communication. These platforms enable businesses to provide seamless, personalized experiences at scale. For example, AI Chat Assistants can enhance customer service by providing real-time support.
In this blog, we’ll cover the best customer experience platforms for 2025, highlighting the customer experience software. That can help you improve service and boost satisfaction.
Customer Experience Platform Overview
The critical role of Customer Experience (CX) Platforms is in helping businesses meet rising customer expectations and streamline interactions across multiple channels. A CX platform centralizes customer data and communication, enabling personalized and seamless experiences that foster loyalty and drive growth.
The article features eight leading CX platforms for 2025:
- Onboarding and Training: Guide new customers through setup, demonstrating product value and proper usage.
- ControlHippo: Known for AI-powered omnichannel efficiency and real-time insights, starting at $19/user/month.
- Zendesk: Offers versatile multi-channel support and robust reporting from $5/user/month.
- Dialpad: Features AI call intelligence with transcription and analytics, starting at $15/user/month.
- HubSpot Service Hub: Provides CRM-integrated support tools starting at $45/user/month.
- Qualtrics: Specializes in deep customer feedback and sentiment analysis from $150/user/month.
- Freshdesk:A user-friendly platform with multi-channel support and automation, starting at $15/user/month.
- Podium:Focuses on local business messaging and reputation management from $249/month.
- Birdeye:Excels in centralized review and feedback management, starting at $299/month.
Choosing the right platform depends on a business's specific needs, considering factors like communication channels, AI capabilities, integration requirements, data analytics, scalability, and budget.
Implementing a CX platform offers key benefits such as a unified view of the customer, faster issue resolution, personalized engagement, increased customer satisfaction, scalable support operations, and data-driven decision-making.
What is a Customer Experience Platform?
A customer experience platform (CX Platform) is meant to assist businesses in managing and enhancing every touchpoint or interaction with customers. By tying together data from various touchpoints, a CX Platform provides a panoramic view of the details of the customer journey, allowing the business to fine-tune and personalize the experience.
The ultimate objective of a CX platform is to forge deep bonds with loyal customers with the goal of converting those relationships into loyalty and retention. This streamlined communication provides a recipe for excellent customer service worthy of the branding.
Sales teams reap benefits from this streamlining of interactions and engagement with the respectable customer base. Integrating tools like AI-driven customer service solutions further strengthens this by enabling faster, more efficient responses that keep customers satisfied and engaged.
- Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.
- 86% of customers are willing to pay more for a better customer experience.
- 70% of the customer’s journey is based on how the customer feels they are being treated.
Importance Of A Customer Experience Platform
A Customer Experience Platform is essential for businesses aiming to provide consistent, efficient, and personalized customer service. These platforms help businesses in improving response times, customizing experiences, and ultimately developing closer bonds with their customers by centralizing customer interactions. This increases customer loyalty and retention, lowers customer churn, and has a direct effect on the bottom line.
- Consistency Across Channels: Centralizes communication for a seamless experience.
- Faster Response Times: Resolves queries and issues quickly.
- Personalized Interactions: Customizes experiences using customer data.
- Improved Loyalty & Retention: Strengthens customer relationships.
- Data-Driven Insights: Offers analytics to enhance decision-making.
- Enterprise Grade Security: Ensures data protection while allowing quick responses to customer needs.
Best Customer Experience Platforms at a Glance
Here’s a quick comparison of some of the top customer experience management platforms, their pricing, free trial availability, and key features:
| Platform | Pricing | Free Trial | Key Features |
|---|---|---|---|
| ControlHippo | From $19/user/month | Yes | Omnichannel support, AI-powered insights, and Real-time analytics |
| Zendesk | From $5/user/month | Yes | Multi-channel support, Advanced reporting, Customizable workflows |
| Dialpad | From $15/user/month | Yes | AI-powered call transcription, Real-time call insights, Global coverage |
| Qualtrics | From $150/user/month | Yes | Customer feedback tools, Real-time sentiment analysis, Surveys |
| Freshdesk | From $15/user/month | Yes | Multi-channel support, Automated ticketing, Knowledge base |
| Podium | From $249/month | Yes | SMS messaging, Review management, Feedback tools |
| Birdeye | From $299/month | Yes | Review management, Feedback tools, Sentiment analysis |
Top Customer Experience Platforms
The right customer experience platform is essential for excellent service. These platforms help streamline communication and boost customer satisfaction, ensuring seamless customer experiences. Each provides distinct features to boost efficiency and support growth.
1. ControlHippo
ControlHippo is an AI-powered customer support and service platform designed to streamline customer interactions. It integrates multiple communication channels, including calls, SMS, and WhatsApp. The platform helps businesses deliver real-time support and track team performance. With advanced AI tools, it provides actionable insights to improve customer experience.
Key Features
- Omnichannel communication integration
- AI-driven customer support tools
- Real-time team performance tracking
- CRM and tool integrations
- Customizable workflows
Pros
- Omnichannel support boosts efficiency across communication channels.
- AI-powered insights help businesses optimize team performance and response times.
- Easy setup with minimal configuration required for immediate use.
Cons
- Lacks advanced analytics for complex enterprise-level needs.
- Limited customization options for niche business requirements.
Pricing
- Starts at $19/user/month, with custom pricing available for enterprise-level solutions.
2. Zendesk
Zendesk is a comprehensive customer service platform designed to manage multi-channel support. It helps teams streamline communication across email, chat, and phone support. The platform helps businesses achieve happy customers by offering solid analytics and reporting tools to monitor and improve performance.
Key Features
- Multi-channel support (email, chat, phone)
- Advanced reporting and analytics
- Customizable workflows and automations
- Self-service knowledge base
- Integration with over 100 third-party apps
Pros
- Strong reporting features enable data-driven insights for performance improvement.
- Highly customizable workflows make it adaptable to various business needs..
- Integrates seamlessly with over 100 apps for improved team collaboration.
Cons
- Initial setup can be complex and time-consuming for new users.
- Pricing can be expensive for smaller businesses or startups.
Pricing
- Starts at $5/user/month for the basic plan, with advanced plans from $19/user/month.
3. Dialpad
Dialpad is a cloud-based platform for business communication that provides messaging, video, and voice capabilities. It has real-time analytics, predictive analytics, and AI-powered call transcription to improve customer service and support-focused marketing campaigns. Dialpad integrates with Google Workspace, Salesforce, and other popular tools.
Key Features
- AI call transcription & analytics
- Multi-channel communication (voice, video, messaging)
- Google Workspace & Salesforce integration
- Real-time call insights
- Mobile app support
Pros
- AI-powered features improve efficiency and automate customer interaction workflows.
- Robust integrations with Google Workspace and Salesforce streamline communication.
- High-quality global coverage ensures reliable communication for remote teams.
Cons
- Pricing may be higher for small businesses compared to basic communication tools.
- Few customization options for advanced users.
Pricing
- Starts at $15/user/month, with premium features available in higher-tier plans.
4. HubSpot Service Hub
HubSpot Service Hub is a comprehensive ticketing software designed to streamline ticketing, live chat, and customer service. It integrates seamlessly with HubSpot CRM for better data management and customer insights. The platform offers powerful tools for reporting, customer satisfaction tracking, and self-service. HubSpot Service Hub’s self-service capabilities empower customers to find information and resolve issues independently.
Key Features
- Ticketing system for customer support
- Live chat and chatbots for real-time assistance
- Knowledge base for self-service
- Performance tracking and reporting
- Seamless HubSpot CRM integration
Pros
- Integrates well with HubSpot CRM for a unified customer experience.
- Knowledge base enables self-service, lowering support load.
- Provides detailed reporting to help teams track and improve service performance.
Cons
- Basic plan lacks advanced features required for large teams.
- Pricing can increase significantly with added premium features.
Pricing
- Starts at $45/user/month for the basic plan, with higher-tier plans from $360/user/month.
Looking for a CX platform that grows with your business?
Try ControlHippo built for teams that value seamless conversations, AI insights, and customer delight.
5. Qualtrics 
Qualtrics is a leading customer experience platform that offers powerful tools for measuring and improving customer satisfaction at every customer touchpoint. It helps businesses collect customer feedback to optimize every touchpoint. The platform’s advanced analytics help organizations track performance and customer sentiment in real time.
Key Features
- Advanced customer feedback tools
- Multi-channel experience measurement
- Real-time analytics and insights
- Customizable surveys and reports
- Integration with CRM and marketing tools
Pros
- Advanced analytics offer detailed insights into customer behavior and feedback.
- Multi-channel support allows comprehensive measurement across various touchpoints.
- Customizable surveys and reports give flexibility for specific business needs.
Cons
- A complex setup may require additional time for full customization.
- Pricing can be expensive for smaller businesses or startups.
Pricing
- Starts at $150/user/month, with enterprise-level plans available upon request.
6. Freshdesk
Freshdesk is a cloud-based customer support platform designed to streamline ticketing and enhance service delivery. It offers a variety of features like automation, multi-channel support, and self-service options. Freshdesk enables teams to collaborate efficiently, reducing response times and improving customer satisfaction.
Key Features
- Multi-channel support (email, phone, chat)
- Automated ticket management and workflows
- Self-service knowledge base
- Collaboration tools for team efficiency
- Reporting and analytics dashboards
Pros
- Multi-channel support ensures seamless communication across various platforms.
- Automation features help reduce manual work and improve efficiency.
- An easy-to-use interface makes setup and management simple for any team.
Cons
- Advanced features are only available in higher-tier plans.
- Customization options are limited in the basic version.
Pricing
- Starts at $15/user/month for the basic plan, with premium plans from $49/user/month.
7. Podium
Podium is a customer experience platform that focuses on messaging, reviews, and feedback, ensuring secure handling of customer contact details. It helps businesses engage customers through SMS, online reviews, and surveys. The platform simplifies communication by consolidating multiple channels into a single interface.
Key Features
- Multi-channel messaging (SMS, email, chat)
- Review management and response automation
- Feedback and survey tools
- Customizable customer engagement workflows
- Integration with popular CRM platforms
Pros
- Consolidates messaging across multiple channels for seamless communication.
- Automated review management helps businesses maintain a positive online presence.
- Customizable workflows improve the efficiency of customer engagement efforts.
Cons
- Some advanced features are limited to higher-tier plans.
- Pricing may be on the higher side for small businesses.
Pricing
- Starts at $249/month, with custom pricing for enterprise solutions.
8. Birdeye
Birdeye is a customer experience platform designed to manage reviews, surveys, and customer feedback. It helps businesses improve their online reputation by centralizing review management across platforms. Birdeye excels in customer experience management by centralizing review management and providing powerful analytics.
Key Features
- Multi-platform review management
- Customer surveys and feedback tools
- Real-time sentiment analysis
- SMS and email communication tools
- Integration with CRM and marketing tools
Pros
- Centralized review management saves time and improves online reputation.
- Real-time sentiment analysis helps businesses act on customer feedback quickly.
- Integration with CRM tools enhances customer engagement and service efficiency.
Cons
- Advanced features are only available in higher-tier plans.
- Pricing can be expensive for smaller businesses or startups.
Pricing
- Starts at $299/month, with custom pricing for enterprise solutions.
How to Choose the Right Customer Experience Platform
Selecting the right platform is crucial for improving customer satisfaction and business efficiency throughout the entire customer lifecycle. Follow these steps to make an informed choice:
Step 1: Identify Communication Channels: Ensure the platform integrates all your key communication channels seamlessly.
Step 2: Look for AI Features: Choose a platform with AI tools that automate responses and provide actionable insights.
Step 3: Check Integration Capabilities: Ensure the platform integrates smoothly with your existing CRM and business tools.
Step 4: Prioritize Analytics and Reporting: Opt for platforms offering robust analytics and real-time performance tracking.
Step 5: Consider Scalability: Choose a platform that can grow with your business.
Step 6: Evaluate Pricing and Value: Compare pricing to ensure the best value for your investment.
Key Benefits of Using a CX Platform
A CX platform offers numerous advantages to businesses aiming to improve customer experience. It streamlines communication, enhances efficiency, and drives customer satisfaction. By supporting interactions throughout the entire customer journey, CX platforms ensure a comprehensive approach to customer satisfaction.
1. Unified view of customer interactions
A customer experience platform gathers all customer data in a single location. It allows companies to monitor customer interactions on multiple channels. With all information readily available, teams can provide more informed and efficient support. This unified view enhances consistency and personalization.
For example, a customer might contact support via email, then follow up through a call. The CX platform allows the agent to view both interactions in one place. This ensures seamless communication and faster resolution.
2. Faster issue resolution
CX platforms automate workflows and prioritize immediate issues. Real-time access to customer data ensures quick response and resolution. With ticket routing and AI-driven assistance, agents can function faster. It reduces delays and improves service efficiency.
For example, a billing investigation is automatically directed to the billing department. This speeds up the process and reduces the need for manual intervention. As a result, the customer receives a sharp resolution.
3. Personalized engagement
CX platforms help businesses personalize customer interactions based on data. Past purchases, preferences, and support history guide tailored communication. This leads to more relevant recommendations and meaningful engagement. Personalized experiences build stronger customer relationships and increase loyalty.
For example, a platform can recommend products based on previous purchases. A customer might receive a personalized offer on an item they’ve shown interest in. This not only boosts engagement but also increases conversion chances.
4. Increased customer satisfaction (CSAT) and Net Promoter Score (NPS)
CX platforms enable businesses to track and improve customer satisfaction. Real-time data allows quick adjustments to improve service quality. Timely, personalized customer experiences lead to higher customer satisfaction. Higher CSAT and NPS scores reflect improved customer experiences.
For instance, a customer who receives timely, relevant support is more likely to rate the service positively. These positive ratings directly improve CSAT and NPS scores. As a result, businesses can track their service improvements over time.
5. Scalable customer service operations
CX platforms are provided to help businesses scale their operations without compromising quality and reach out with exceptional customer experiences. Automation tools and self-service options allow efficient customer support. When increasing, customer inquiries can be managed easily by the businesses. And this scaling drives set in growth for the business on a long-term basis.
With chatbots doing the simple stuff, agents will be free to take on hard problems. As the business grows, the platform supports the interactions without the need for more agents, thus increasing efficiency and saving the whole lot.
6. Better decision-making through data
CX platforms collect valuable data from customer interactions. Businesses can use this data to make informed decisions. Real-time analytics help identify trends, performance gaps, and customer pain points. This data-driven approach enhances overall strategy and service quality.
For instance, if data shows a common issue with a product, businesses can address it proactively. Proactive improvements based on customer feedback prevent future issues. This strengthens the product and reduces customer complaints.
Common Implementation Challenges
Implementing a CX platform can present various challenges that businesses must overcome. From integration issues to data migration, these hurdles can affect platform effectiveness. Additionally, integrating contact center platforms to manage customer communications across various channels can be particularly challenging, yet essential for operational efficiency and customer satisfaction.
1. Integration complexity
Integrating a new CX platform with existing systems can be difficult. Many businesses rely on multiple tools that need to work together. Ensuring seamless compatibility with CRMs, communication tools, and other software is essential. Poor integration can lead to data silos and workflow disruptions. A smooth integration process requires careful planning and testing.
2. Employee training
Employee training is crucial for effective platform adoption. Teams need to understand how to use all platform features. Without proper training, employees may struggle to adopt new workflows. Inadequate training can reduce productivity and impact customer service. Comprehensive training ensures teams use the platform to its full potential.
3. Data migration
Migrating data from old systems to a new platform is often complex. Businesses must ensure that customer data, support tickets, and history are transferred correctly. Inaccurate or incomplete migration can result in lost data and service delays. Proper planning and validation steps are required to ensure a successful migration. This helps maintain continuity and data integrity.
4. Measuring ROI
Measuring the ROI of a CX platform involves tracking various metrics. Customer satisfaction and resolution times are easy to measure. However, tracking long-term benefits like loyalty and retention can be difficult. Clear KPIs and goals should be established upfront. These metrics help determine the platform’s effectiveness in delivering value.
Why Is ControlHippo The Best Customer Experience Platform?
ControlHippo fosters a capable organization that encourages seamless communication across voice, SMS, and WhatsApp channels. Its AI features provide real-time insights by closely observing the trends during the given window, allowing businesses to optimize handling interactions with customers. Being an efficient system, it allows teams to reply in a faster and smarter way, no matter which channel is used for communication.
Additionally, ControlHippo functions as a customer data platform, helping businesses manage and analyze customer data for better interactions. ControlHippo is easy to set up and comes with a scalable architecture that facilitates its application in businesses of all scales. It equips SMBs and enterprises alike with the solutions their business needs to advance customer satisfaction, enhance retention, and broaden growth avenues.
Updated : June 2, 2025
Jainy Patel is a content strategist who specializes in omnichannel communication solutions. She develops innovative marketing strategies that unify messaging across various channels, ensuring a consistent and engaging customer journey. Jainy is passionate about optimizing communication processes and crafting targeted content that resonates with audiences at every touchpoint.