Check out the best customer engagement software platforms to deliver delightful digital CX.
Discover the key features, pricing of top solutions and how to choose the right one.
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Provides a unified inbox that integrates all communication channels such as email, social media and phone calls. Ensures that customer queries are managed seamlessly across various channels.
Offers self-help resources, FAQs, and instructional materials. Allows customers to find solutions to their queries on their own, reducing the need for assistance from support agents.
Provides toolkit to create & distribute surveys, collect valuable feedback and analyze the results to make data-driven decisions. Gathering customer feedback is crucial for improving products.
Streamlines repetitive tasks, allowing customer support agents to focus on more complex issues. Automated ticket creation, routing, and prioritizing customer queries ensuring timely responses & ticket resolution.
Connecting with customers and transforming their experience takes more than just a pretty website or a helpful customer service agent. Customer Engagement software offers businesses of all sizes the opportunity to create personalized experiences for each and every customer.
Customer engagement doesn’t end at one interaction but rather is a continuous journey that provides customers with repeated opportunities to engage with your brand. In order to ensure that your brand meets your customer’s needs on this journey, selecting the best customer engagement platform should be top of mind. We reviewed and compared the best customer engagement software to suit your business needs.
A customer engagement platform (CEP) facilitates better communication with customers, leading to improved customer relationships.
The platform enables companies to create an interactive environment for customers which leads to better customer retention and improved customer experience. It also helps companies derive actionable insights from data collected during interactions, allowing them to optimize marketing campaigns and fine-tune product offerings.
Key use cases:
Customer relationship management (CRM): A customer engagement platform can be used to support CRM activities. It can range from managing customer data while tracking their interactions, to segmenting customers into groups based on individual preferences and providing timely follow-ups.
Personalized marketing campaigns: Tools like a customer engagement platform make it much easier to create tailored campaigns targeted specifically at an individual’s needs and wants. By leveraging real-time analytics, you can adjust your message accordingly to ensure maximum impact.
Omnichannel support: A customer engagement system helps bridge the divide between digital and physical touch points. It elevates how customers feel supported no matter which channel they interact with. It also allows you to centralize customer data for easy access across different departments.
Customer data platform: A robust CDP (Customer Data Platform) makes sure customer information is accurately collected from several sources and saved in one place for efficient analysis. With ongoing insights from the CDP, you can see how customer interaction and behaviors have evolved over time.
Here is a comprehensive overview of the key features, functionalities, and pricing options of the leading customer engagement software solutions in the market.
| Software | Price |
Free Trial/Plan | 5 Key Features |
| Veemo Chat | $29/ month | 14-days free trial |
|
| Omni24 | $29/user/month | 14-days free trial |
|
| Twilio Engage | Customizable | Free trial available |
|
| Salesforce | Not specific | 30-days free trial available |
|
| LivePerson | Request Quote | N/A |
|
| Dialpad | $23 | 14-days free trial |
|
| Genesys | $98 | Free-trial available |
|
| Intercom | $39 | 14-days free trial |
|
| Drift | Pricing on request | N/A |
|
| Freshchat | $15 | 14-days free trial |
|
| Tidio | $29 | 7-days free trial |
|
Customer engagement software helps businesses provide customers with an optimal experience. Here are some key features to consider when selecting a customer engagement solution that best supports your needs:
Customer engagement software should provide a unified inbox that integrates all communication channels such as email, social media, and phone calls. IT ensures that customer queries and complaints are managed seamlessly across various channels.
A knowledge base is a database of information that offers self-help resources, FAQs, and instructional materials. It allows customers to find solutions to their queries on their own, reducing the need for assistance from support agents. It enhances the customer experience by offering a quick and convenient way for customers to find answers to their questions.
Gathering customer feedback is crucial for understanding their needs while improving products & services. A customer engagement software should provide tools to create & distribute surveys, collect valuable feedback, as well as analyze the results to make data-driven decisions.
Automation streamlines repetitive tasks, allowing customer support agents to focus on more complex issues. Workflow automation in customer engagement software can automate ticket creation, routing, while prioritizing customer queries.
Understanding the customer journey is essential for delivering personalized experiences. Customer engagement software should enable businesses to map out, and analyze customer journeys, identify touchpoints, as well as optimize interactions at each stage.
Chatbots provide instant responses to customer queries, offering round-the-clock support.
A chatbot that is programmed with FAQs database and their corresponding answers can easily respond to common questions. They also provide relevant information while escalating complex issues to human agents when needed.
Analytics and reporting features provide insights into customer interactions, agent performance, along with overall customer satisfaction. Robust analytics help businesses identify areas for improvement, track key metrics, and make data-driven decisions to enhance the customer experience.
A customer engagement software should efficiently route customer inquiries to the most suitable agent based on their skills, workload or expertise. It should be compliant with Service Level Agreements (SLAs), ensuring that customer queries are addressed within specified time.
Choosing the right customer engagement software solution depends on your specific business goals. Here, we have compiled a list of the seven best customer engagement platforms for every business.
Best customer engagement platform for omnichannel conversations
Veemo is an AI powered omnichannel customer engagement platform that offers a comprehensive suite of products. It helps businesses effectively engage with their customers and improve overall customer satisfaction. The platform aims to streamline customer communication and enhance their experience with its easy-to-use solutions.
Key features:
Pricing: Starting at $29/user/month, Veemo Chat offers 4 plans that go up to $129/user/month with advanced features. The software pricing is also customisable as per business requirements. It also offers a 14-Days free trial. Sign up now!
Top customer engagement software for unified customer experience (CX)
Omni24 is a robust customer engagement platform that helps businesses to provide personalized support to their customers, leading to improved satisfaction. Businesses can also track and analyze customer engagement metrics in real-time. Make data-driven decisions and continuously improve customer engagement strategies using their real-time reporting.
Key features:
Pricing: Omni starts its pricing at $29/month and goes up to $149/month. You can also customize it as per business requirements. Sign up and learn more about it now.
Ultimate cloud communication platform with customer engagement capabilities
Twilio Engage is a cloud communication platform that allows businesses to connect with their customers through various channels such as SMS, email, voice, and chat. Their omnichannel capability ensures that businesses can reach their customers in the most convenient way possible, leading to improved customer satisfaction.
Twilio Engage’s advanced automation capabilities optimize customer engagement workflows. It can perform tasks such as creating customized automated campaigns, triggering personalized messages based on customer behavior, and integrating with CRM systems.
Intuitive customer engagement software with centralized customer data hub
Salesforce offers a comprehensive set of products designed to drive customer engagement. From their CRM (Customer Relationship Management) platform to their service, marketing, and commerce solutions, Salesforce covers all aspects of customer engagement.
One of the key features of Salesforce is its customization capabilities. Businesses can tailor the platform to meet their specific workflows, ensuring that they have a customer engagement solution that aligns perfectly with their unique requirements. Salesforce also offers a wide range of integrations with other popular business systems.
Best customer engagement software with conversational AI capabilities
LivePerson offers a suite of products designed to meet the needs of businesses across industries. Its product, LiveEngage is a powerful messaging platform that enables businesses to engage with their customers in real-time through multiple channels including web, mobile, and social media.
Businesses can enable transactions within the chat interface, allowing customers to easily make purchases or get support without leaving the conversation. Another feature is its integration with other systems such as customer relationship management (CRM) software and e-commerce platforms to provide businesses with a holistic view.
Top customer engagement software with comprehensive communication tools
Dialpad’s cloud-based enterprise communication platform encompasses a comprehensive suite of communication tools including voice, video, messaging, and contact center solutions.
The platform’s intelligent AI-powered assistant analyzes conversations in real-time, providing automating tasks like note-taking, transcription, and call summaries. Dialpad also offers advanced analytics capabilities to gain valuable insights into their customer interactions and agent performance, allowing them to make data-driven decisions.
Ultimate real-time engagement platform for contact center support
Genesys is a leading contact center platform that empowers businesses to deliver exceptional customer experiences across various channels. It offers products that range from inbound and outbound voice interactions to digital channels like chat, email & social media.
Genesys ensures that customer interactions are directed to the most appropriate agent or department, resulting in reduced wait times and improved first-call resolution rates. It also offers real-time analytics and reporting tools that provide valuable insights into customer behavior as well as help businesses make data-driven decisions.
Best customer messaging platform with real-time updates
Intercom is a comprehensive customer messaging platform that combines real-time chat, automated workflows, and customer data management. It enables businesses to communicate with customers across their entire journey, from acquisition to support, through a unified inbox. The platform integrates marketing, sales, and support functions to create personalized customer experiences.
Intercom stands out with its Product Tours feature, targeted messaging, and advanced chatbot capabilities. Its unique selling point is the ability to segment customers based on behavior and data, enabling highly personalized communications.
Top customer engagement solution for marketing & sales
Drift positions itself as a Revenue Acceleration Platform, focusing on conversational marketing and sales. It uses AI-powered chatbots to engage website visitors in real-time conversations, qualify leads, and book meetings automatically. The platform emphasizes creating personalized buying experiences through intelligent routing and engagement.
Drift’s standout feature is its combination of chat, email, video, and automation. Its USP is the AI-powered Drift Assistant that can qualify leads and schedule meetings autonomously.
Ultimate customer communication software for engagement solutions
Freshchat is part of the Freshworks ecosystem, offering modern messaging and engagement solutions. The platform focuses on providing omnichannel customer support through AI-powered chatbots and live chat.
Freshchat’s USP is its seamless integration with other Freshworks products and AI-powered agent assistance. Key features include intelligent message routing, canned responses, conversation assignment rules, and detailed analytics.
Intuitive customer engagement app for SMBs
Tidio is a user-friendly live chat and chatbot platform designed for small to medium-sized businesses. It combines live chat, AI chatbots, and marketing automation in a simple interface. The platform focuses on making customer communication accessible and efficient for businesses of all sizes.
Tidio’s main strength is its simplicity and ease of use. Key features also include pre-built chatbot templates, visitor analytics, mobile apps, multi-language support, and integration with popular platforms like Shopify and WordPress.
Choosing the right customer engagement software is crucial for businesses looking to enhance their customer experience and increase customer satisfaction. Here are key criteria questions to ask when selecting the best customer engagement solution:
1. What are your Business Goals and Objectives?
Determine what you want to achieve through customer engagement, whether it’s increasing customer satisfaction, improving brand loyalty, or driving sales. This will guide you in finding a software that aligns with your specific needs.
2. What Features does the Software Offer?
Customer engagement software can include a wide range of features, from social media monitoring and sentiment analysis to live chat messaging. Assess the essential features for your business and prioritize them accordingly. Make sure the software offers the necessary tools to effectively engage with your target audience.
3. Is the Software User-Friendly?
Ease of use is a crucial factor to consider when choosing customer engagement software. It should have an intuitive interface, allowing your team to navigate and utilize the software seamlessly. Look for software that offers a user-friendly experience and provides training resources to ensure your team can effectively utilize its capabilities.
4. Does it Integrate with your Existing Systems?
The customer engagement software seamlessly integrates with your existing systems such as customer relationship management (CRM) software, email marketing platforms, and e-commerce platforms to streamline your operations.
5. What is the Scalability of the Software?
As your business grows, so will your customer engagement needs. Consider the scalability of the software and its ability to accommodate your future requirements. It should be flexible enough to adapt to your evolving business needs without compromising its performance.
6. What is the Cost and Return on Investment (ROI)?
Budget is a significant factor when choosing customer engagement software. Assess the cost and determine whether the software provides a good return on investment. Consider the value it brings to your business and weigh it against the cost. Take into account factors such as increased efficiency, improved customer satisfaction and revenue growth.
A customer engagement platform can provide businesses with the ability to better understand their customers, build relationships with them, and grow their bottom line.
1. Increase targeted marketing: Customer engagement solutions allow businesses to gather valuable data and insights about their customers’ preferences. Armed with this information, businesses tailor their marketing efforts to reach the right audience with the right message, increasing their chances of conversion.
2. Facilitate customer retention: Engaged customers are more likely to stay loyal to your brand. Customer engagement solutions provide tools to nurture these relationships. With features like personalized email campaigns, loyalty programs, and targeted discounts, businesses can strengthen their bond with existing customers while also boosting customer retention rates.
3. Gather customer feedback: One of the key aspects of customer engagement solutions is their ability to gather feedback. By implementing surveys, feedback forms, and online reviews, businesses can gain valuable insights into customer satisfaction, identify areas for improvement, and make informed decisions to enhance their products or services.
4. Personalization at scale: Top customer engagement solutions enable businesses to deliver personalized experiences on a large scale. Through data analysis and automation, businesses can create tailored experiences for individual customers, ensuring their preferences are met. Personalization not only enhances customer satisfaction but also increases the likelihood of repeat purchases and recommendations.
5. Enhance automation capabilities: Automation is a game-changer in customer engagement. These solutions offer features such as automated emails, chatbots, and social media scheduling, freeing up valuable time for businesses to focus on higher-value tasks. Automation streamlines processes, and allows businesses to engage with customers consistently across multiple channels.
6. Higher customer satisfaction & loyalty: All these benefits culminate in higher customer satisfaction. By providing personalized experiences, gathering feedback, and offering targeted marketing, businesses can create a positive customer experience. Happy and engaged customers become brand advocates, leading to organic growth.
The digital transformation of customer experience (CX) is well underway and companies that embrace this transition are set to gain a competitive edge in their respective markets. By recognizing the importance of data collection, segmentation and personalization, as well as leveraging modern communication channels like AI chatbots, businesses stand to benefit from both cost savings while exceeding customer expectations.
Utilizing the right Customer Engagement Platform can make or break your success in transforming CX, opening the door to actionable engagement strategies that create meaningful experiences for your customers across all touchpoints. With the right solution at your fingertips, it’s easier than ever to deliver engaging experiences that keep customers coming back again and again.
Customer engagement software plays a vital role in helping businesses meet customer expectations and deliver personalized experiences. It enables businesses to engage with customers in real-time across multiple channels, such as email, social media, chatbots, and mobile apps. It helps brands to enhance customer satisfaction, increase retention rates, and boost their bottom line.
The cost of customer engagement software varies depending on factors such as the size of your business, the number of users, and the specific features you require. Some software solutions offer pricing plans that are scalable, starting with basic packages for small businesses and increasing in price for more advanced features. It is advisable to request quotes from multiple vendors to find the best fit for your budget.
Customer engagement software is beneficial for businesses of all sizes and industries. Whether you’re a small startup or a multinational corporation, effectively engaging with your customers is essential. It’s important to note that the best customer engagement software may vary depending on the specific requirements of your industry. Conduct thorough research and seek software that is specialized for your needs.
CEPs improve ROI by automating repetitive tasks, reducing manual labor costs, and increasing customer retention through personalized experiences. They provide data-driven insights for better decision-making, optimize marketing campaigns, and identify upselling opportunities. Studies show businesses using CEPs typically see 20-30% increase in customer lifetime value.
While CRMs focus primarily on managing customer data and sales processes, CEPs provide a broader ecosystem for active customer interaction. CEPs incorporate real-time engagement tools, predictive analytics, and automated marketing capabilities. They’re designed for two-way communication rather than just data storage and management.
Grow Customer Relationships and stronger team collaboration with our range of products across the Conversational Engagement Suite.
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Product Marketing & Experience Platform
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