Most businesses believe they're delivering great customer experiences. The data tells a different story. According to Qualtrics, poor customer experiences were projected to cost organizations worldwide $3.7 trillion in 2024—a 19% increase from the previous year.

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The takeaway? Bad customer experiences aren’t just common—they come with a growing cost. Thankfully, one increasingly effective way to keep your finger on the pulse of your buyers’ feelings is through customer experience tools.

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These tools capture every frustrated click, support ticket, and piece of feedback. They show you which parts of your buying process annoy customers and which they adore. Above all, they help you turn those insights into improvements your customers appreciate.

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This article explores eight customer experience tools that tap into your customers’ data, actions, and behaviors to create positive, memorable interactions. But first…

What Are Customer Experience Tools?

Customer experience (CX) tools are software solutions that help businesses understand, refine, and improve every stage of the customer journey—from the first website visit to post-purchase support.

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These tools serve distinct but connected purposes. Some record website sessions, showing you where customers hesitate or drop off. Others gather extensive feedback through surveys, customer ratings, and online reviews.

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Some advanced tools go even further, using AI to analyze support tickets for recurring issues and predict customer dissatisfaction before it leads to churn.

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What makes CX tools truly powerful is their ability to connect the dots. Instead of isolated data points, you get a complete picture of your customers’ struggles and how their experiences compare to others. The outcome? You fix root causes, not just symptoms and make meaningful improvements that drive loyalty.

8 Best Customer Experience Tools Categorized by Specialty

As promised, here are eight customer experience tools to consider adding to your tech stack:

Chekkit: Business Texting and Review Management

G2 Rating: 4.9/5 ⭐ from 153 reviews

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Chekkit is an all-in-one business messaging platform that turns scattered customer interactions into organized conversations. It enables real-time conversations and builds trust through reputation management tools.

Key Features

• Two-way business texting
• Automated review requests after service
• Website chat tools that connect to your phone
• Smart invoicing and payment feature via text messages
• Team inbox to centralize customer interactions for higher response times

Best For

Businesses that rely on personalized communication and want to respond faster as well as build a stellar online reputation through customer reviews.

Pricing

• Business: $149/month (or $127/month on the yearly tier)
• Business Pro: $229/month (or $195/month on the yearly tier)

Hotjar: Behavioral Analytics

G2 Rating: 4.3/5 ⭐ from 307 reviews

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Hotjar is a powerful customer experience and analytics tool for understanding how users interact with your website. It tracks clicks, scrolling, and navigation patterns, giving you first-hand insights into customer behavior.

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Even better, Hotjar shows you exactly how visitors use your website through session recordings and heatmaps. Instead of guessing why people leave, you watch their actual behavior.

Key Features

• Survey tools for direct user input
• Heatmaps that visualize customer activity
• Session recordings to replay individual journeys
• Feedback widgets that let users share thoughts in real time

Best For

Companies looking to improve website user experience by identifying friction areas, like why users abandon carts, leave forms unfinished, or miss important features.

Pricing

A free forever plan is available. Business plans start at $49/month for 7,000 monthly sessions.

Qualtrics XM: Deep Customer Insights

G2 Rating: 4.4/5 ⭐ from 548 reviews

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Qualtrics XM (Experience Management) takes customer feedback far beyond basic surveys. It analyzes open-ended responses, identifies emotion in customer comments, and spots patterns that are easy to miss. Basically, it turns raw data into insights that inform better decision-making.

Key Features

• AI-powered customizable surveys
• Sentiment analysis and predictive insights that flag at-risk customers
• Real-time dashboards to display trends, helping you spot and address issues quickly
• Integration with CRMs and other tools streamlines data usage

Best For

Organizations that prioritize structured feedback collection and advanced analytics, particularly in customer satisfaction or loyalty initiatives.

Pricing

Qualtrics offers custom pricing based on features and scale. That said, you can expect enterprise-level investment.

Zendesk Support Suite: Unified Customer Support

G2 Rating: 4.3/5 ⭐ from 6,140 reviews

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Zendesk simplifies customer service by centralizing support requests across multiple channels like email, chat, and social media.

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Zendesk turns scattered customer conversations into organized, actionable support tickets. It helps teams solve problems faster while tracking common issues.

Key Features

• Multi-channel ticket management
• Detailed customer support analytics
• AI-powered responses for common questions
• Self-service portal and reporting tools to improve performance

Best For

Teams that handle high volumes of support inquiries and need a robust, scalable system to manage them without losing the personal touch.

Pricing

Plans start at $19/agent/month for basic ticketing and go up based on features and team size.

ChurnZero: Customer Success

G2 Rating: 4.7/5 ⭐ from 1,346 reviews

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ChurnZero focuses on customer retention by helping you spot signs of unhappy customers before they leave. It specifically tracks product usage, support interactions, and engagement scores to predict churn risk.

Key Features

• Onboarding tracking and playbooks for customer success teams
• Customer health scoring that combines multiple data points
• Automated alerts for at-risk customer accounts
• Integration with CRMs for seamless data flow 

Best For

SaaS companies and subscription-based models looking to improve renewals and reduce churn rates.

Pricing

Custom pricing based on business size, customer count, and features needed.

SurveyMonkey: Quick Customer Feedback

G2 Rating: 4.4/5 ⭐ from 22,915 reviews

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SurveyMonkey helps businesses design, distribute, and analyze surveys to gather actionable customer insights. It goes beyond basic forms with logic-based surveys that help you ask the right questions at the right time.

Key Features

• Intuitive drag-and-drop survey builder
• Pre-built survey templates
• AI-assisted question recommendations
• Built-in analysis tools, and response data you can export

Best For

Teams looking to run regular surveys for customer feedback, employee satisfaction, or market research without complex setup or training

Pricing

SurveyMonkey’s Team plans start at $30/user/month and go up depending on additional features.

Medallia Customer Experience: Voice of Customer at Scale

G2 Rating: 4.5/5 ⭐ from 140 reviews

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Medallia is designed to collect and analyze the voice of the customer (VoC) across various channels, from store visits and surveys to phone calls and social media. In short, it captures customer feedback and turns millions of sentiments into clear action steps.

Key Features

• AI-powered text, voice, and video analytics for open-ended feedback
• Predictive analytics highlight trends and issues with real-time alerts
• Integration with CRM tools and other major business systems

Best For

Large enterprises seeking a comprehensive VoC program to understand customer sentiment at scale.

Pricing

Custom pricing based on company size and specific needs.

HubSpot Service Hub: Complete Customer Care

G2 Rating: 4.4/5 ⭐ from 2,459 reviews

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HubSpot Service Hub integrates customer support, feedback collection, and data tracking into one seamless CRM platform, helping teams share information and create better customer experiences.

Key Features

• Ticket management tied to customer records
• Automation for common customer service tasks
• Knowledge base management and customer feedback collection
• In-depth reporting for measuring service performance

Best For

Businesses that want a single platform to manage both customer relationships and experience improvements.

Pricing

A free plan is available for basic needs. The Starter plan is set at $20/month/seat with Professional and Enterprise plans set at $100/month/seat and $150/month/seat respectively.

Key Takeaways

Customer experience (CX) tools have evolved beyond simple feedback forms. Today’s solutions give you a complete view of how customers interact with your business, helping you spot and fix problems before they grow.

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To recap:

• Different CX tools serve different needs. While some track website behavior, others focus on support efficiency or customer feedback collection.
• A few leading CX tools to help you delight customers include Hotjar, Qualtrics, Zendesk, ChurnZero, Chekkit, SurveyMonkey, Medallia, and HubSpot.
• Integration between tools matters more than individual features. Look for solutions that work together to give you the full customer story.

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Ready to start improving customer experiences? Chekkit combines business messaging, review management, and customer insights in one platform. Schedule a free demo today and see why businesses trust Chekkit to strengthen customer relationships.