7 Best Customer Experience (CX) Tools - Free & Paid
Fast navigation
Want to know the 7 best customer experience (CX) tools – free & paid that businesses are using in 2025?
Customer experience isn’t just about support tickets or surveys anymore. It’s about how smooth, personal, and engaging every touchpoint feels from first interaction to loyal customer. Whether you’re a startup or a growing business, the right CX tool helps you collect feedback, manage conversations, analyze sentiment, and act on it all in one place.
I’ve shortlisted 7 powerful CX tools (free and paid) with their features, pros, cons, and best use cases. Let’s dive in.
Quick Comparison Table of 7 Best (Customer Experience) CX Tools :
| CX Tool | Starting Price | Free Version | Trial Period | Best For |
|---|---|---|---|---|
| Supatool | $0 (Free Plan) | Yes | 14 days | CX + automation & workflows |
| SurveySparrow | $19/month | Yes | 14 days | Conversational surveys & feedback analysis |
| HubSpot Service Hub | $20/month per seat | Yes | None | All-in-one CRM + support management |
| Medallia | On request | No | N/A | Enterprise feedback & sentiment analysis |
| Acquire | $500/month + $25/agent | No | N/A | Multi-channel communication (chat & video) |
| Verint Messaging™ | On request | No | N/A | Messaging apps + analytics |
| Zendesk | $55/agent/month | No | 14 days | AI-powered omnichannel support |
1. Supatool
Supatool is a modern CX + automation platform that blends surveys, forms and workflows into one tool. Unlike traditional survey apps, Supatool helps you not only collect customer feedback but also act on it with automation, follow-ups and integrated payments.
Key Features:
- Dynamic surveys with conditional logic
- AI-powered insights (drop-off tracking, reports, recordings)
- Accept payments directly in surveys (Stripe, PayPal, Authorize.net)
- E-signatures & document generation for smooth onboarding
- 100+ integrations with CRMs, email, and collaboration tools
- Enterprise-grade compliance (HIPAA, SOC 2, GDPR)
Pros: Combines surveys, workflows, and payments in one; automation reduces manual work. Cons: Still newer than incumbents like HubSpot or Zendesk, so brand recognition is lower. When NOT to Use: If you only want a lightweight survey tool without workflows or automation.
Pricing: Free plan available; premium plans start at $0 with a 14-day premium trial.
2. SurveySparrow
SurveySparrow is one of the most popular voice-of-customer (VoC) platforms. It lets you create engaging, conversational surveys and collect real-time feedback across multiple channels.
Key Features:
- Conversational surveys with high response rates
- AI-powered feedback analysis (CogniVue sentiment detection)
- Reputation management + omnichannel distribution
- Offline data collection + Google Sheets integration
Pros: Easy to design, engaging survey formats, AI features speed up feedback analysis. Cons: Advanced reporting and CogniVue AI only in paid plans.
When NOT to Use: If you only need simple Google Forms-style surveys without integrations.
Pricing: Starts at $19/month for individuals; $79/month for businesses; CX suite from $249/month. Free trial (14 days) + free version available.
3. HubSpot Service Hub
HubSpot’s Service Hub centralizes customer support in a single CRM environment. From tickets to live chat to reporting, everything’s in one place.
Key Features:
- Customizable ticketing system with automation
- Shared inbox + knowledge base
- AI chatbot (Beta)
- SLA management & reporting
Pros: Smooth CRM integration, boosts team productivity, excellent analytics. Cons: Limited customization for surveys; ticket tracking could be more intuitive.
When NOT to Use: If you only want surveys or lightweight feedback tools, HubSpot might feel like overkill.
Pricing: Free version available; paid plans start at $20/month per seat.
4. Medallia
Medallia is built for enterprise-scale CX management. It collects omnichannel feedback and uses AI to analyze customer behavior and sentiment.
Key Features:
- Collects input via surveys, social, contact centers
- Real-time analytics & dashboards
- Sentiment and predictive analysis
Pros: Flexible, customizable surveys, detailed insights. Cons: Reporting interface can feel clunky; learning curve for new users.
When NOT to Use: For small businesses, the pricing and scale might be too heavy.
Pricing: On request.
5. Acquire
Acquire is a multi-channel communication platform with live chat, video calls, and email. It’s designed for direct, real-time customer engagement.
Key Features:
- Video chat + co-browsing for instant help
- Easy chat management across multiple customers
- Integrates well with CRMs and ticket systems
Pros: Clean interface, fast setup, good integrations. Cons: Notifications can be buggy; mobile app misses alerts.
When NOT to Use: If your support team heavily relies on mobile for chat monitoring.
Pricing: Self-service plan starts at $500/month + $25 per agent.
6. Verint Messaging™
Verint Messaging™ lets businesses connect with customers on messaging apps and social channels while mixing automation and live support.
Key Features:
- Shared inbox across multiple channels
- AI + analytics for customer conversations
- Ticket routing ensures the same agent continues threads
Pros: Personalized, consistent conversations, strong analytics. Cons: Some response issues; history deletion can disrupt continuity.
When NOT to Use: If you need permanent, long-term conversation storage.
Pricing: On request.
7. Zendesk
Zendesk is one of the most scalable CX tools. It offers omnichannel support with automation and AI features.
Key Features:
- Ticketing, email, chat, and call support in one place
- Highly customizable workflows
- Performance dashboards and analytics
Pros: Easy setup, strong support, huge integration ecosystem. Cons: Complex advanced features, may need IT team to configure.
When NOT to Use: If you’re a very small business without IT resources.
Pricing: Starts at $55/agent/month. 14-day trial available.
Conclusion
Customer experience is no longer just about answering support tickets, it’s about creating seamless, personalized journeys at every touchpoint. The right CX tool can make the difference between a frustrated customer and a loyal advocate.
If you’re a small business or startup, Supatool stands out as an all-in-one option, combining surveys, workflows, and automation in a way traditional CX tools don’t. For conversational surveys, SurveySparrow shines; for integrated CRM support, HubSpot Service Hub is a natural fit; and if you’re an enterprise, Medallia or Zendesk may suit your scale.
At the end of the day, the best CX tool depends on your goals, whether it’s collecting feedback, streamlining support, analyzing sentiment, or driving engagement. The good news is that there’s a tool for every budget and business size in 2025.
FAQs
Q1. What is a customer experience (CX) tool?
A CX tool helps businesses improve interactions with customers by collecting feedback, managing support, analyzing behavior and personalizing communication.
Q2. Which CX software is best for small businesses?
Supatool, SurveySparrow and HubSpot Service Hub are affordable and easy to start with.
Q3. Which CX tools use AI?
Supatool (AI insights), SurveySparrow (CogniVue), Zendesk, Sprinklr, and Medallia all include AI-driven insights or automation.
Q4. Are there free CX tools?
Yes. Supatool, SurveySparrow and HubSpot Service Hub all have free versions, while Sprinklr offers a free trial.
Q5. How do I choose the right CX tool?
Consider your team size, budget, and goals. Small teams can start with Supatool, SurveySparrow, or HubSpot; larger enterprises may prefer Medallia or Zendesk.