18 Best Customer Engagement Tools for Businesses in 2024

Social Media Engagement Tools and Social Selling Tools

It integrates features that attract, engage, and delight customers, thus providing a personalized approach to customer relationship management. Live chat is the most preferred software by businesses to deliver real-time responses to customers. It is a complete customer service toolkit that includes live engagement tools like co-browsing and video chat that deliver an interactive support experience.

Using a conversational AI platform for customer service is not a set-it-and-forget-it kind of job. You need to have a clear process, an understanding of your needs, and continuous monitoring of the system. That’s why many businesses nowadays use conversational AI for customer service. Beyond ticketing, HappyFox also has features like live chat, chatbots, AI, and automation of workflows. HappyFox is an all-in-one help desk software for businesses of all sizes and provides omnichannel support for contact centers. The ServiceNow platform is a ticketing tool that’s mainly used for IT service management.

Zendesk is a service-first CRM software that puts a premium on customization, flexibility, and enterprise-level scalability. You’ll need to contact sales for a quote for both the Premium plan and Enterprise plan. This is a great option if you’re looking to centralize your messaging campaigns through a powerful no-code tool. Let’s take a close look at each of these tools to see why they’ve made the cut. If you run into issues or questions after deployment, your vendor should

offer immediate support that continues until the problem is resolved.

While creating an excellent

user experience is essential, getting customers to frequent your

business for their needs is the ultimate goal. Because UserGuiding was built to create no-code onboarding flows, its features are better suited to the earlier stages of the user journey rather than the full course of the customer experience. Although its free plan comes with very advanced product analytics functionality but it has no engagement layer or feedback features like that of Userpilot.

You can witness greater social media impact with some important tools in your arsenal. Hotjar and Kissmetrics are the top analytics tools used for customer engagement. An AI-enabled customer engagement software fulfills client’s expectations of getting real-time responses. 92% of customers feel satisfied when they choose live chat to connect with businesses, unlike reactive channels such as phone or email.

Pendo has three paid plans and one free version that is limited to 500 MAUs which makes it accessible to startups but challenging to scale in the long run. Together, we’re building the premier destination for service and field service professionals. Improve first-time fix rates with real-time remote service and access to expert assistance.

From the Intercom app, your agents can start a video or voice call using Dialpad’s integration. With just one click they can start a meeting, and with another click, they can share their screen. conversational customer engagement software This enables your sales and support teams to help each customer in the best way possible. Intercom is probably one of the most well-known names among customer engagement platforms.

Set up social listening for your most important keywords, hashtags, and mentions. Keep an ear out so you can engage in exciting convos and protect your brand’s reputation. Never miss a chance to clear up negativity or leave a positive impression in the comments section.

Customer engagement tools help businesses to engage, acquire, support, and retain their customers throughout their lifecycle. Customer engagement is about improving customer communication and interaction, making them more personalized, dynamic, and contextually relevant. At Customerly, we give businesses a range of powerful tools to do just that. With features spanning customer service, customer success, and marketing automation, you have no shortage of options for engaging our customers and earning long-term promoters. As we mentioned before, integrations are one of the best benefits and

resources offered by engagement platforms.

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You can set up Streams to monitor activity across Facebook, Instagram, Twitter, LinkedIn, TikTok, and YouTube. We recommend setting up Streams on each network to ensure you never miss an engagement opportunity, even if one pops up in an unexpected place. Try our free engagement rate calculator to quickly see how your posts are performing. Dazzle your audience and grow fast with a bulk scheduler, a drag-and-drop content calendar, and graphs that show you the best time to post. Hootsuite brings all your private messages and public comments into one dashboard. Answer questions and make sales even if you’re away from your desk with saved replies, auto-responses, and chatbot capabilities.

Empower your teams to seamlessly guide customers through critical actions — all while maintaining the highest level of privacy. With our nonintrusive approach, you can ensure that sensitive information remains confidential while delivering top-notch assistance. Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster. LiveAgent is simple and affordable software that will do everything you need it to. Start by setting up your chat widget and inbox to make it easy for customers to get in touch with you.

Sprinklr’s Conversational AI capabilities enable businesses to provide seamless customer self-service options through advanced chat and voice bots. These bots are designed to handle complex customer service scenarios, reducing the need for human intervention and improving efficiency. Still, they are independent picks by Sprinklr’s editorial team based on our research and publicly available information in the review sites.

Since 1983, we’ve built our scalable and flexible architecture to help enterprises meet today’s customer demands while continuously transforming for tomorrow. Hootsuite Streams and Hootsuite Inbox are two of the top community management tools in the industry. They help you keep your public and private interactions on-brand and consistent on Instagram, Facebook Pages, LinkedIn company pages, Twitter, and more. Get tools to track your engagement rate over time, identify your most engaging posts, and customize reports so you can see it all in one view. And support your teams with an all-in-one suite of digital capabilities — or with your own solution. Commerce teams can quickly launch and scale ecommerce — from online orders to curbside pickup — for their consumer shoppers (B2C commerce) and business buyers (B2B commerce).

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However, some users find the pricing to be on the higher side, and there are occasional issues with customer support responsiveness. Overall, Klaviyo seems to be a top choice for businesses looking to enhance their customer engagement efforts. Zendesk’s customer engagement platform is a versatile solution known for its robust customer service tools.

Hiver is a software that integrates with Gmail, transforming it into a comprehensive customer engagement platform. It’s designed to help businesses manage and improve their interactions with customers directly within the Gmail interface. In this article, let us go deeper to learn more about what constitutes a customer engagement software platform and the various types of customer engagement tools based on their use cases. The tool allows you to create a personalized support experience for customers through features like live chat, knowledge base software, ticketing systems, and more. Plus, you can gather feedback from your customers, group them by segments, and track performance with reporting.

However, Intercom’s strength in real-time conversational support might not cater to businesses looking for more traditional, ticket-based support systems. Some businesses might find the platform too informal or not structured enough Chat GPT for their specific customer service workflows. It’s designed to make customer interactions feel more like a chat with a friend rather than a formal conversation, making the engagement process more natural and effective.

All our tools support you as you engage with customers at every stage of their journeys. But don’t just take our word for it—take a look at one of the businesses that work with us, Paymo, who made Customerly its primary tool to manage customer relationships. By bringing all of this data from various systems into one

platform, you can optimize your sales strategies.

Often, we require the same report to be shown dynamically in Trends or Chart format, as per user selection but that is not possible. Nevertheless, I must remark that complexity with Optimizely can be a challenge sometimes, especially in supporting our testers. Sometimes, when updates made on a website are released, the same are found to have interfered with already existing tests and thus giving rise to some remakes.

Customer service engagement software is a tool that helps you connect with your audience through organizing messages, automating repetitive tasks, and personalizing interactions. Customer engagement is the ongoing interaction between a brand and a customer, encompassing all touchpoints and communications to foster loyalty, satisfaction and emotional connection. ? Advanced segmentation divides users into smaller categories based on various criteria such as demographics, behavior, preferences and interactions with the brand for personalized communication. ? What could be better I dislike that I don’t need Typeform as much as I want to. I enjoy the experience of using it and the insights it offers; however, the monthly subscription costs aren’t worth it for me or my business. Perhaps, at a future date, I will be able to think of a reason to justify the cost and the time it takes to build a valuable questionnaire.

How much does a CRM cost?

Our research spans a multitude of industries including Energy, Technology, Manufacturing and Construction, Chemicals and Materials, Food and Beverages, etc. Having serviced many Fortune 2000 organizations, we bring a rich and reliable experience that covers all kinds of research needs. Enable agents to ask for approval when responding to inquiries or transfer the conversation to another agent. Send messages to the right agent based on message content, channel, and agent skill set.

These can translate raw user behavior into actual insights you can work with, and generate reports that help you optimize your approach as you progress. In addition, you should think of using an omnichannel contact center software for offering support across channels and doing real-time tracking of all interactions. Your solution isn’t just built to house data; it’s designed to integrate and analyze every piece.

Below we’ve selected a few options that are best suited for particular use cases. ? Analytics and tracking provide insights into customer interactions and behavior for informed decision-making. ? Video chat offers personalized and proactive support, reducing wait times and improving service. Assess the vendor’s customer support offerings, including availability, responsiveness and expertise, to ensure timely assistance when needed. Typeform stands out as a remarkable platform for creating engaging and interactive forms and surveys.

Additionally, Pendo also lets you survey users, segment customers, and see how many site visitors or MAUs your web app is getting. Certain features like product areas, data explorer, product engagement score, and resource centers are locked to the Starter plan or higher. Customer engagement is critical to the success of your business, but you can’t do it alone. Choose a customer service engagement software that will help you deliver excellent customer care across all of your contact channels. Sprinklr offers a complete, unified front-office engagement platform for the enterprise. Supporting dozens of channels and hundreds of other tools, forums, and review sites, Sprinklr makes sure your team never misses a message.

Social media more or less has become a vital part of a customer – 63% of millennials use social media to keep up to date with brands. But, social platforms allow you to go far beyond simply broadcasting news and advertisements. In fact, it has become so important that 70% of customers now expect a company’s website to include a self-service application. Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He’s passionate about helping companies to succeed with marketing and business development tips.

Surveys offer you the opportunity to shed light into what your customers think. First, surveying customers creates engagement by showing you listen to and value their opinion. Second, provided you actually act on the information that you gather, customer surveys help you improve customer experience https://chat.openai.com/ as a whole to make your brand more engaging in the future. At the heart of any good customer engagement platform is contact management. You simply must know everything about your clients, from their contact information to their most recent purchase to what marketing channel they came through.

If you’re on a Galaxy Fold, consider unfolding your phone or viewing it in full screen to best optimize your experience. This includes defining clear use cases, integrating with existing systems, and ensuring robust data privacy as well as security measures. With the benefits out of the way, let’s have a look at the key features you should keep an eye out for.

However, for more complex or sensitive issues that require empathy, emotional intelligence, or subjective judgment, human agents remain invaluable. This allows different team members to collaborate and give support to customers directly from Helpwise. Today, you’ve got many more channels to keep an eye on (and that’s not even counting channels that you don’t own, like third party review sites), and many more SaaS tools to choose from.

• Route the chat requests to the right departments in order to reduce the response time.
• Give agents and supervisors full visibility into the customer data from your voice and CRM channels in real time.
• Customer engagement software arms you with a suite of tools designed to make this process easier.
• Below we’ve selected a few options that are best suited for particular use cases.

A CRM brings your teams together, sharing information that makes everyone’s job easier. The average organization uses over 1,000 different applications — but less than 30% of these apps are integrated. Cobrowsing takes away the frustration created by this back-and-forth of trying to explain using only words – allowing problems to be solved much quicker. Using cobrowsing, you can interact with a customer’s screen – with their permission – to see what they see. Reduce the effort for the customer and agent by routing the messages on the same or different topic to the same agent the customer last spoke with.

With the right customer engagement hub and software in place, you can build long-lasting customer relationships that can increase customer lifetime value (CLTV), sales conversions, as well as retention. Email marketing can also provide a great medium that allows businesses to reach out to their potential leads and customers. It is also a good way to reach out to your customers and becomes a very powerful engagement tool when combined with personalization. Though email is a reactive channel it still plays a main role in customer engagement. In fact, 62% of customers still want to communicate with companies via email for customer service. Essentially, a feedback tool is built to create and distribute customer surveys.

Top Benefits of Customer Engagement Software

Suite Growth ($79/user/month) and Suite Professional ($99/user/month) offer better features with fewer limitations, but you’re still not experiencing Zendesk at its most powerful. For that, you’ll need to upgrade to Suite Enterprise ($150/user/month)—this is where you’ll find advanced features like custom analytics and AI access. Productboard is a great option for product teams that are looking to close the feedback loop and get users excited about what’s to come. Customer engagement refers to any interaction between a customer and a business.

A good customer engagement platform should provide capabilities to streamline your communication with your clients and deliver them an unforgettable experience. Personalized engagement with video chat helps to improve customer satisfaction and build long-lasting relationships. This term puts an added emphasis on “conversational” to help

differentiate it from other tools that are task-based rather than

interaction-based.

Sprinklr’s customer engagement platform offers a suite of powerful features to drive customer interaction and satisfaction. With unified customer profiles, agents gain a holistic view of each customer, enabling personalized responses and more effective engagement. Advanced personalization powered by Sprinklr AI+ ensures tailored experiences based on deep customer insights. HubSpot CRM Suite is a customer engagement software designed to facilitate and enhance the interactions between businesses and their customers throughout the entire customer lifecycle.

Get an actionable guide with a handy checklist on creating customer-centric strategies for businesses of any size and industry. Engaged customers can become brand evangelists, actively promoting and recommending a business to others. Research the vendor’s reputation in the industry and read reviews from other customers to gauge satisfaction levels and potential challenges. Seek a tool that allows for customization to fit your specific business requirements, enabling you to tailor engagement strategies to your audience.

Look for a vendor that offers a comprehensive set of features to meet your customer engagement needs, such as analytics, personalization and multichannel support. However, users highlighted some areas for improvement, particularly in terms of customer support responsiveness and cost concerns. While Twilio’s documentation is comprehensive and its SDKs are user-friendly, some users have experienced challenges with complex setup processes and limited customization options. Additionally, concerns about pricing, especially for SMS and voice services, have been raised. The best thing about using this is that the service agent has a much more detailed view of the customer just a couple clicks away, including usage and engagement, for example. Sprinklr’s customer engagement platform boasts an impressive G2 rating of 4.6 stars, offering a wealth of disruptive features, from generative AI enrichment to intelligent virtual assistants.

Whether customers reach out on Facebook, Twitter, email, chat, messaging apps, review platforms, or any other digital channel, manage all your responses in one customer engagement platform. Conversational AI can analyze user interactions for sentiment, emotion, and feedback. This helps businesses understand client satisfaction levels, identify pain points, and make improvements to products or services based on real-time customer feedback.

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Data helps you understand what marketing channels are most effective in communicating, what products are getting the best response, and other critical insights. Take Customerly, for example—we offer a whole suite of customer engagement tools ranging from marketing automation and funnel building to live chat and feedback analytics. These platforms are a powerful tool for any company that wants to

improve their customer experiences, from retail to SaaS to those in the

supply chain. As we’ve discussed above, engagement solutions help

you go from simple feedback collection and complaint management to

understanding why and how your customers act the way they do.

It’s like having a crystal ball that tells you exactly what your customers want before they even know it themselves. With the right tools, a personalized approach, and a customer-centric mindset, your company can earn a place in your customers’ hearts and at the top of their crowded inboxes. Building a good relationship with your customers and increasing customer engagement can be challenging, but it’s not impossible. It’s a good option for those focused on self-service and community, but if you’re looking for a more comprehensive approach to engagement, there are more cost-effective options on this list.

Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM. Engaging prospects throughout their buying journey can accelerate the decision-making process, resulting in shorter purchase cycles and improved conversion rates. The formatting of dashboards is not very user-friendly in Mixpanel — in fact, the custom formatting options are also irrelevant.

Through these continued, customized interactions, your engagement

software helps build brand loyalty. The relationship you build with

Sally encourages her to continue choosing your business over others. Loyal customers often become brand ambassadors, organically increasing

your sales and reach as they tell others about the business they can’t

get enough of. When customers are speaking to your sales management teams or support

agents, employees won’t need to jump between tools or windows to

optimize their service. Instead, they can use a single resource to give

customers the exceptional experience they expect to have.

They want to streamline the onboarding process to improve customer satisfaction and reduce churn. Customer engagement platforms help uncover valuable consumer insights, enabling businesses to personalize recommendations and target cross-selling and upselling offers. This leads to higher conversion rates and increased customer lifetime value. Customer engagement goes beyond transactions, fostering stronger relationships and building customer loyalty. By engaging customers across multiple channels and touchpoints, businesses can build a deep connection with their audience.

Intercom doesn’t list pricing on their website or provide it to popular review sites. However, reports show that plans start at $39/month for very small businesses up to $999/month. If you want to create loyal customers, you need to provide fast, personalized experiences, even as your customer base grows. A digital twin in customer experience is a dynamic virtual replica of your customers’ journey, helping you with insights to improve their CX.

You can foun additiona information about ai customer service and artificial intelligence and NLP. A successful customer engagement strategy centers around providing value to your customers through personalized experiences and interactions. Request a free demo to see how our cloud call center software enables great customer service. Give your service teams more time to focus on what matters most — your customers.

Positioned as a revenue accelerator, Drift is tailored to meet the needs of sales and marketing teams that want to engage leads and website visitors. Using their live chat platform, sales teams can deploy AI chatbots that help customers get answers to their questions, book meetings at convenient times, and get qualified. Sprinklr’s AI-powered audience insights analyze real-time digital signals to help businesses understand their customers better. By identifying audience affinities, businesses can create custom segments, uncover new opportunities and maximize ROI. Additionally, Sprinklr Insights enables businesses to capitalize on critical demographic and behavioral insights, such as media preferences and product interests. This helps businesses gain a deeper understanding of their audience and improve engagement strategies.