Birdeye is primarily a reputation platform. They have some CX features and continue to evolve the platform. Their core offerings include Listings, Reviews, and Pages. They currently do not offer employee experience features like gamification, benchmarking, or campaigns. Their customer base is mostly single location small businesses. Pricing is usually per location.
Yext is a reputation management platform, with limited CX features. They are known for their listings management product and also offer reviews, pages, and site search. They are not a CX platform, nor do they offer behavioral automation. They have a mix of thousands of customers of every size. They charge per location based on the number of products chosen and offer ROI-based pricing with discounts for larger enterprises.
Podium offers services to improve your reputation on Google, as well as live chat and payment processing features. Their offerings are unique in that they don’t fit perfectly into experience or reputation. They have some CX features, some reputation features, chat features and payment features. If you have a small business (including retail), this might be your solution. Their customer base is mostly single location small businesses. Pricing is usually per location.
Medallia offers a customer, product, and employee experience platform. They focus on omni- channel data collection and analytics and are known for their insights (consulting) team. Medallia.com reports that roughly 80% of the signals analyzed are not from surveys, because they are listening to nearly every interaction type including video, voice, social, chat, and reviews. They also have a few marquee customers who are using personalized behavioral workflows. Medallia is not a reputation platform and does not use the CX data collected to help companies win online. They are a premium, consultative provider, and charge for both the platform and professional services.
Synup is a listings management platform. They help companies optimize hundreds of business directories, maps and voice services. Their platform score is extremely low because they are not a CX platform, nor do they offer behavioral automation or other reputation features (except listings). They usually charge per location based on the number of directories for listings.
Reputation.com is a reputation management platform known for their Reputation Score. They have some CX features and are evolving their platform. Their primary offerings include listings and reviews. They also have several marquee enterprise customers in Healthcare and Automotive, but mainly sell to small businesses. Their pricing is usually per location.
InMoment (including recently acquired MaritzCX) offers customer and employee experience solutions, with analytics and reporting. They are known for their ability to listen to nearly any interaction type including video, voice, social, chat, and reviews. They do not have behavioral automation or reputation features. They serve hundreds of enterprise customers. They are a premium, consultative provider, and charge for both the platform and professional services.
Trustpilot is primarily a 3rd party review site. Customers register with Trustpilot in order to write a review. They focus on creating, sharing, replying and analyzing Trustpilot reviews. Their platform score is low because they are not a CX platform, nor do they offer behavioral automation or other reputation features (except reviews and profile pages). While they have customers of all sizes, their customer base is mostly small businesses. Pricing is usually per location plus add- ons.
Qualtrics calls themselves a “System of Action” focusing on the 4 core experiences of the enterprise business; Customer, Product, Brand and Employee Experience. They focus on omni- channel data collection, listening to nearly every interaction type including video, voice, social, chat, and reviews. Known as a leader in CX data analytics, they do not have behavioral automation or reputation features. They serve thousands of enterprise customers and are a premium, consultative provider, charging for both the platform and professional services.
StellaConnect (recently acquired by Medallia) is a CX platform that focuses on driving behavior of front- line employees. Their methods give leaders real- time feedback, rankings and reporting. This creates a more engaged workforce and improves customer experiences. They are not a reputation provider and therefore do not use the CX data collected to help companies win online. Most of their customers are Call Centers. They are primarily focused on enterprise customers and charge a platform fee.
Vendasta is an agency platform that offers marketing agencies digital products to support their customers. They focus on powering agencies with listings, reviews, websites, email and social marketing. Their platform score is low because they are not a true CX platform. Their customer base of marketing agencies primarily sell to small businesses. Pricing depends on seats, business count, and products chosen.
Testimonial Tree is an automated platform that collects and uses the voice of customer to generate new reviews to build your reputation. However, Testimonial Tree is strictly a reviews platform and is not a comprehensive experience platform and lacks platform features that include employee engagement campaigns, benchmarking, listings management, social media monitoring, sites, chat, journeys, and more.
Does Not Offer
*We make every attempt to keep this information accurate. In some cases, a company will have a part of a feature. In this circumstance, we show YES. The listed companies continue to add features and products to their platforms. As they do, we attempt to keep this information up to date. If you see inaccurate data, please report it immediately to [email protected] so we can adjust (Nov 2020).
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