Experience.com Review | Podcastbricks

Experience.com, headquartered in San Ramon, California, positions itself as a comprehensive platform designed to help businesses and professionals manage their online reputation, customer interactions, and employee satisfaction. Launched as a solution for both enterprises (XMP) and individual professionals (SRP), it integrates advanced technologies like AI, automation, and data analytics to deliver actionable insights. The platform is particularly renowned for its Reviews Management Platform, Customer Experience Platform, and Employee Experience Platform, which collectively aim to enhance operational efficiency and customer loyalty.

Key Features

Reviews Management Platform
Experience.com excels in helping businesses generate, monitor, and respond to customer reviews across multiple platforms, including Google, Facebook, Zillow, and social media sites like Twitter and LinkedIn. Its AI-powered tools allow users to automate review collection, craft personalized responses, and redirect happy customers to secondary review sites like Google to boost search rankings. The platform’s Google Redirect feature, for instance, has been reported to increase Google reviews by 600% compared to traditional survey methods. Additionally, the platform offers a centralized dashboard to filter, reply to, and share reviews, ensuring businesses never miss an opportunity to engage with customers. It also converts negative reviews into support tickets, enabling proactive resolution of issues.
Customer Experience (CX) Platform
The CX platform focuses on collecting and analyzing customer feedback through surveys, dashboards, and performance scorecards. It provides real-time visibility into metrics like Net Promoter Score (NPS) and response rates, which can reach up to 65%, significantly higher than industry averages. The platform’s advanced analytics help businesses identify key customer touchpoints and prioritize actions to enhance loyalty. Experience.com emphasizes that CX drives over two-thirds of customer loyalty, surpassing the impact of brand or price, making its tools critical for businesses aiming to differentiate themselves in competitive markets.
Employee Experience (EX) Platform
The EX platform is designed to engage employees through automated feedback, surveys, and analytics. It helps businesses understand employee satisfaction, streamline internal communication via integrations with Slack and Microsoft Teams, and improve retention and recruitment. Experience.com itself uses this platform internally, earning it a ranking as the 4th best private SaaS company to work for in 2023 by Battery Ventures, based on employee satisfaction.
Search Rank and Listings Management
The platform’s Search Rank Calculator is a gamified tool that helps professionals optimize their profiles and increase visibility on search engines. By authenticating Google Business Profiles and leveraging hundreds of integrations, businesses can manage listings across over 100 directories, ensuring consistency and prominence in local search results.
AI Integration and Automation
Experience.com’s AI capabilities are a standout feature, enabling automated review responses, spam monitoring, and personalized customer engagement. The platform’s AI Reply feature allows businesses to respond to reviews efficiently, saving time while maintaining a professional tone. Its PII & Spam Monitor ensures that reviews align with brand standards, protecting online reputation.
Social Media and Website Integration
The platform simplifies sharing reviews on social media platforms like Facebook, Twitter, and LinkedIn, creating social proof that attracts new customers. Advanced widgets allow businesses to showcase reviews on their websites, enhancing organic search rankings and credibility.

Benefits of Using Experience.com

Enhanced Online Reputation: By automating review collection and responses, Experience.com helps businesses build trust and credibility. Users report significant improvements in search rankings and customer acquisition due to increased Google reviews and optimized profiles.
Improved Productivity: The platform’s automation features, such as AI replies and campaign automation, reduce manual workload, allowing teams to focus on core business activities.
High Response Rates: With response rates up to 65%, businesses gain valuable insights into customer satisfaction, enabling data-driven decisions to improve NPS and loyalty.
User-Friendly Interface: Experience.com is praised for its intuitive design, making it accessible to users with varying levels of technical expertise.
Real-Time Analytics: The platform provides instant visibility into customer and employee feedback, allowing businesses to act swiftly on insights.
Employee Engagement: The EX platform fosters a positive work culture, as evidenced by Experience.com’s high employee satisfaction ratings.
Scalability: Suitable for both small businesses and large enterprises, the platform adjusts pricing based on company size and needs, ensuring flexibility.

User Feedback and Reviews

Positive Feedback

User reviews on platforms like G2, Glassdoor, and AmbitionBox highlight several strengths of Experience.com:

Ease of Use and Automation: Users, particularly in real estate and financial services, appreciate the platform’s automation features. For example, real estate agents note that the platform’s automated review collection and sharing to Google and Zillow have turned customers into “online referral engines.”
Customer Support: Many users praise the responsiveness of the support team, citing quick resolution of issues. A G2 reviewer mentioned that their support contact, Evens, resolved technical issues efficiently and provided clear explanations.
Impact on Business Growth: Businesses report significant success, with some achieving rankings in the top 5% of their industry due to improved online visibility and customer engagement.
Work Culture: Employees describe Experience.com as having a supportive and engaging work environment, with flexible hours and opportunities for growth. The company’s focus on work-life balance is rated 4.5 out of 5 on AmbitionBox.
Event Engagement: The Create WOW Summit, hosted by Experience.com, is lauded for fostering connections and sharing insights about new features, enhancing user engagement.

Criticisms and Drawbacks

Despite its strengths, Experience.com has faced some criticism:

Learning Curve and Training: Some users note that the platform’s extensive features require time and training to fully utilize. A G2 reviewer mentioned that businesses need to deploy multiple campaigns to maximize value, which can be challenging without proper guidance.
Customer Support Consistency: While many praise the support team, a few users report inconsistent experiences, particularly with technical issues. One reviewer on G2 noted the lack of a dedicated support contact, which made issue resolution less streamlined.
Negative Feedback Limitations: Users cannot edit negative feedback, which some find restrictive. Additionally, email notifications for reviews do not always include the full customer response, requiring users to log into the platform for details.
Employee Concerns: Glassdoor reviews highlight occasional understaffing and a lack of formalized processes in some teams, which can lead to inefficiencies. Career growth is rated lower at 3.2 out of 5 on AmbitionBox.
Response Rates for Reviews: Fewer than 10% of reviews on Experience.com receive replies, which could undermine SEO benefits if not addressed.

Industry Recognition and Awards

Experience.com has garnered significant recognition for its innovation and impact:

G2 Spring 2025 Report: Ranked #1 in Experience Management and Review Management, reflecting its leadership in the industry.
Battery Ventures Ranking: Placed 4th among private SaaS companies for employee satisfaction in 2023, showcasing its commitment to EX.
Industry Awards: Secured top honors for online reputation and customer experience excellence, reinforcing its credibility.

Pricing and Accessibility

Experience.com’s pricing is tailored based on company size, industry, and the number of users, making it adaptable for both small businesses and enterprises. However, specific pricing details are not publicly disclosed, and interested users are directed to contact the sales team for customized quotes. This lack of transparency can be a drawback for potential users seeking upfront cost information. For detailed pricing, users are encouraged to visit https://www.experience.com and request a demo.

Comparison with Competitors

Experience.com competes with platforms like Medallia, Webex Experience Management (formerly CloudCherry), and Sogolytics. While Medallia focuses on targeted surveys and AI-driven insights, Experience.com stands out for its gamified Search Rank Calculator and seamless Google integration. Sogolytics offers similar CX and EX tools but lacks the robust review redirection features of Experience.com. Webex emphasizes real-time analytics but is less focused on local search optimization. Experience.com’s all-in-one approach, combining CX, EX, and reputation management, gives it an edge for businesses seeking a comprehensive solution. However, competitors may offer more specialized features in specific areas, such as Medallia’s survey customization.

Impact on Businesses

Experience.com has transformed how businesses manage their reputation and engage with customers and employees. For example:

Real Estate: Agents automate review collection and share feedback on Zillow and Google, boosting their online presence and attracting clients.
Financial Services: Loan officers save time by accessing quick answers through the platform, improving efficiency.
Local Businesses: Partnerships with Google and local directories enhance visibility, helping businesses rank higher in search results.
Employee Retention: The EX platform’s analytics help identify areas for improvement, reducing turnover and fostering a positive work culture.

Limitations and Areas for Improvement

While Experience.com is a robust platform, it has room for growth:

Training and Onboarding: Enhanced training programs could help users maximize the platform’s potential, especially for complex features like multi-campaign deployment.
Support Consistency: Assigning dedicated support contacts could improve user experience, particularly for larger enterprises.
Process Documentation: Formalizing internal processes, as noted by employees, could enhance operational efficiency.
Transparency: Providing clearer pricing information upfront would make the platform more accessible to small businesses.

Conclusion

Experience.com is a powerful and versatile platform that redefines how businesses manage their online reputation, customer experience, and employee engagement. Its AI-driven tools, seamless integrations, and focus on real-time feedback make it a valuable asset for professionals and enterprises aiming to stand out in competitive markets. While it faces challenges like a learning curve and occasional support inconsistencies, its benefits—high response rates, improved search rankings, and enhanced productivity—far outweigh its drawbacks.