18 May, 2023
What features do you think make the best customer experience tools for mobile app products? With 2.87 million apps on Google Play and 1.96 million of the Apple App Store, mobile product teams have a lot of competition on their hands. Therefore, delivering the best customer experience should be top priority.
The top five best customer experience (CX) tools and software reviewed in this article are UXCam, Segment, Zendesk, Gainsight, and Amplitude.
Whatever your priority, customer experience tools are the driving force behind successful mobile app campaigns. That’s why we’ve incorporated all of the above features, and more, into UXCam's mobile app analytics software.
If you’re seeking the best customer experience tools to enhance your mobile app, look no further. Below, we are going through our top picks, their key features, pros and cons, and pricing.
UXCam is the first customer experience tool on our list. It’s a mobile analytics software that tracks the entire journey of your customers. Users can record sessions with videos and interactive heat maps to understand the customer experience and reduce app churn by analyzing problematic sessions to hone in on friction, determine the cause, and provide fixes.
Session replays to view both good and bad experiences
Heat maps to understand areas of engagement
Team dashboards for easy collaboration
Segment users based on a wide variety of criteria
Issue analytics to find and fix issues
User journeys to see common engagement and drop off points
There is a free version of UXCam, that records a generous 3,000 sessions per month. The Growth plan, however, delivers a greater depth of insights with features like customer data retention, heat maps, and third-party integrations. Get in touch with the UXCam team for pricing details. Or, request a UXCam demo.
Quickly finds issues within apps
A demo and free trial available
Easy to set up and navigate
Limited support with Free and Growth plans
Some people have experienced slow loading times
Segment, as the name suggests, has a strong focus on segmenting data. It’s suitable for marketing, engineering, and product teams. Collect data across omni-channel campaigns and communicate with your customers over their preferred channels.
Clear user journey templates
Integrates with various tools like Twitter, Salesforce, and Stripe
Transfer data to your data warehouse quickly
Developer toolkit delivers customizable data collection solutions
Segment has a free account option which allows you to collect data from two sources. It tracks up to 1,000 users per month and has over 400 integrations. The Team plan, on the other hand, costs $120/month. This lets you track up to 10,000 monthly visitors from unlimited sources.
Easy to set up
Suitable for teams across multiple departments
Free version available
Multi-factor authentication for all plans
Comprehensive developer toolkit
Customer support is lacking
Customized integration can be tricky
Zendesk is a customer service software. It enables users to improve the customer experience by building knowledge bases, communities, and customer service portals. With Zendesk, your customer support team can track customer communication across multiple channels. You can also integrate the software with other tools like Google Analytics and Salesforce.
Integrates with your existing tools
Keeps track of interactions on all channels
Easy to customize dashboards and charts
Use AI to answer customer queries
Pre-built conversation flow templates for live chats
Begin your Zendesk journey for $49/agent/month. This ‘Suit Team’ plan includes features like customer routing, 50 automated AI answers, and pre-built reporting and analytics. The most popular plan is the Suite Professional for $99/agent/month. This gives users access to advanced features, including live agent dashboards, community forums, and customizable dashboards.
Available in different languages
Complete customer support software
Responsive customer service tool
Price is steep
Some people have had technical issues with closing tickets
Gainsight CS offers customer success solutions for business growth, higher revenue, and higher product uptake. From the all-in-one platform, users can manage their customer onboarding processes, configure their workflows, and receive customer retention forecasts. Additionally, Gainsight CS promises to save you and your team time by automating customer interactions.
Automate repetitive tasks
AI-generated health scores that predict growths
Uses NLP to track customer sentiment and feedback
Prioritize the most important actions
There are no prices on Gainsight’s website. Instead, the company encourages you to schedule a call for a free consultation. The CS Essentials Plus plan is ideal for growing businesses and includes Horizon AI Analytics, multi-step email automation, and capacity for 2,000 customers.
Scales with your business
Lots of automation options
Customizable dashboards to suit customers
Can be buggy
Amplitude collects and analyzes product data to improve customer experience on mobile apps. It provides analytics on customer actions and behaviors, which you can use to increase conversions and retention. Use Amplitude to build detailed customer profiles and segment your audience based on behaviors.
Detailed behavioral graphs and journeys
Behavioral targeting for optimum personalization
Create custom funnels
Compare in-app actions based on different metrics
Amplitude Analytics has three plans; Starter, Growth, and Enterprise. You can access a demo of the Growth plan to get a feel for it before committing to a purchase. It includes an impressive number of features like A/B test analysis, multi-touch attribution, on-demand cohort syncs, and real-time syncs.
Good training resourses
Generous amount of features
Lots of integrations including Amazon, Python SDK, and Salesforce
Tracks thousands of behaviors
Free plan and demo
Could do with more automation
Some features are quite complex
Customer experience tools optimize the user journey to increase metrics like retention, engagement, and conversions. They process lots of customer data that businesses can use to strengthen the customer experience.
Such data can include number of users, session length, and behavior tracking. In the case of customer experience tools for mobile app analytics, you can expect features like event tracking, autocapture, and issue analytics.
What criteria should you consider when you’re deciding between different customer experience tools? As leaders in mobile app analytics, we recommend three considerations when choosing your tools:
How easy it is to set up and use: If you’re not very tech-minded, the best solutions are out-of-the-box ones. It’s important that all teams can set up, navigate, and understand their dashboards with ease.
Effective data management and analysis: Not all customer experience tools have the same level of data management and analysis. Some, for example, analyze customer sentiment and have lots of segmentation options. The best tools will give you a full picture of your app and the way users engage with it, with a host of analytic options which are easy to understand.
Integrations: Third-party integrations add further layers of functionality to your customer experience tool. They can help you unify your data sets and streamline your processes. For example, some tools integrate with CRMs.
Your customer experience tool will make all the difference to customer satisfaction and retention. Choose your tool carefully to ensure it meets your team’s needs. Some are more focused on customer support, while others are more focused on analyzing the customer journey.
UXCam's mobile analytics helps you analyze customer interaction and show you how users experience your app. The intuitive tool identifies friction within your application and shows you session recordings of the user’s experience. You can get started with UXCam today with a free trial.
Ardent technophile exploring the world of mobile app product management at UXCam.
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