Software that supports organizations in managing intricate customer connections is known as customer engagement software. As a result, customer retention, sales, and happiness may all increase as a result of the genuine connections made with consumers.
Customers exist in a multichannel environment. Customers demand immediate, individualized service, purposeful marketing, and shrewd, considerate advice when they interact with a business. In addition, they demand everything on their terms:
- Email and phone
- Social networking sites
- Live conversation
- Apps for communicating through SMS
Customers anticipate that brands will interact with them through the same channels that they do with their friends and family.
A customer engagement software platform is one of the most effective software solutions a company can employ to manage intricate customer interactions. Continue reading for useful information on the significance of your customer engagement software.
What Exactly Is Customer Engagement Software?
Every consumer engagement with your company adds to the overall picture in some way. Each touchpoint, both offline and online, should be a deliberate and purposeful step in the customer experience, regardless of whether you’re utilizing automated tools or getting real employees to reply.
E-commerce statistics indicate that a tailored shopping experience is essential for increasing consumer engagement. Additionally, this expertise is extensive and may involve blogs, social media, marketing initiatives, physical stores, online stores, checkout procedures, upsells, customer service, and more.
The consumer journey stops with each engagement. Additionally, customer engagement software aids in keeping track of, documenting, and evaluating all interactions.
The Importance of customer engagement platforms
While the fast-paced multichannel world might make it difficult for businesses to keep up with customer demands, it also gives them more opportunities than ever to win over customers and forge lasting connections with them.
Given the variety of channels and ways to communicate, it all boils down to delivering a terrific customer experience with an engagement strategy that emphasizes interacting with the right consumer at the right time.
A brand may develop strong emotional bonds with customers by engaging them in the communication channels that are most relevant to them. These emotional ties can increase sales, client retention, and customer pleasure.
Additionally, there are significant new opportunities for marketing teams to communicate with both current and potential clients. Additionally, businesses may build trust, build loyalty, and address problems before consumers are even aware they exist by reaching out to them in a proactive manner when they need assistance the most.
13 Best Customer Engagement Software in 2023
The best CRM software in the world has long been Salesforce. Their wide range of tools may assist companies of almost any size in managing sales and customer service while interacting with other areas of the organization.
Your business phone system may be connected to your CRM specifically using the Dialpad connector, enabling your salespeople to place calls directly from the Salesforce platform using the click-to-call feature.
Additionally, an automated sync will be performed for your whole Dialpad call history, including notes and transcriptions.
- Create engaging, one-of-a-kind websites for your audience.
- The use of templates speeds up and simplifies the design of experiences.
- Functionality for groups, teams, and cooperation
- Sharing files and records, including videos
- Options for unique customer assistance and self-service, such as a knowledge base and a customer ticket creation portal
- “Lightning” dashboards that are pre-configured and adaptable to assist in tracking and evaluating metrics
Automation of workflows for exchanging leads, contacts, and records
A software called Drift specializes in conversational sales, support, and marketing. Drift enables live chat, video, email, and self-service chatbot flows, and interfaces with third-party knowledge base applications. It also allows self-service chatbot flows.
The web widget for the software may be deployed on any page of your website, making it simple for your team to gather customer and lead information, send tailored marketing, and offer proactive support. Additionally, Drift provides reporting dashboards, an in-app meeting scheduler, and a landing page builder.
The “engagement score,” a Drift-specific number made available to members, is updated every 30 minutes based on touchpoints like meetings scheduled, chats had, videos watched, and email clicks and opens. The result may be used to help your team allocate resources appropriately by identifying the leads that are most likely to convert.
Drift is on the more expensive end of the conversational software spectrum while being a very powerful and useful tool for sales and marketing organizations. Their website only lists a staggering $2500 per month as the price, which is higher than the starting price for well-known platforms like Intercom. Although a free plan is mentioned on the website, there aren’t many specifics, and it’s not apparent what it includes.
It might be challenging for many people to leave the office. Some people can even struggle to continue being productive while away from their workstations. That’s good news for those people because Zendesk was created to make it easier for customer support teams to function remotely when away from their desks, just like Dialpad AI Contact Center.
Similar to Salesforce, Zendesk provides a Dialpad connector that lets you place calls directly from the Zendesk page.
With multichannel customer care that offers rich conversational experiences across the web, mobile, and social, Zendesk is one of the most well-known customer engagement software platforms available for support teams.
Actually, the phone is the only remaining communication method in Zendesk, but the integration of Dialpad makes up for this shortcoming with ease.
Every interaction with a consumer has the chance to either promote or discourage further involvement. You may test out many iterations of a client touchpoint, such as a landing page or a product feature, with Optimizely and its Experiment product to see which works better with your audience.
With the platform’s low- or no-code experimentation capabilities, you may skip the need for development tools and create experiments utilizing a WYSIWYG editor. You can customize experiences for certain audiences with Optimizely’s segmentation features, and the software’s reports offer insightful data that will guide your team’s future decisions.
Although the experiment tool of Optimizely’s content marketing platform has a free plan and trial, no information is provided about it.
Don’t be fooled by the humorous typo; Kustomer CRM is all about business, especially DTC (direct-to-consumer) enterprises.
The platform offers a seamless customer experience with support for email, phone, chat, social, and messaging applications across many channels. Kustomer provides your support staff with the platform’s distinctive ticketing option known as “Unified Customer View.”
In order to provide your agents with complete omnichannel and chatbot assistance, Kustomer now connects with contact center solutions like Dialpad. As a result, your team may manage phone conversations from the Kustomer interface while Dialpad delivers real-time coaching, insights, and transcription of the call:
6. CRM HubSpot Suite
HubSpot could be what you’re searching for if you need a customer engagement software platform that can handle practically anything. A CRM called HubSpot provides a number of solutions, including the Marketing Hub, Sales Hub, Service Hub, CMS (content management system) Hub, and Operations Hub, all of which are intended to consolidate all client interactions into a single platform.
You can manage most customer interactions by using the different HubSpot features. You can establish a blog, plan email campaigns, manage user lists, do A/B testing on things like landing pages and email messages, examine in-depth reporting dashboards, manage customer communications, track support requests, nurture sales leads, and much more.
Companies have the option of signing up for a single “hub” plan or choosing HubSpot’s free CRM Suite, which includes all of them. Despite the fact that the platform’s free plans are quite useful, it’s vital to remember that many of its finest features are only available on premium plans.
Mixpanel is a potent analytics platform that aids businesses in better comprehending how clients engage with their goods. Businesses may make data-driven product decisions by gaining a deeper understanding of consumer personalities, habits, and behaviors.
You may find out where your clients are physical, what devices and browsers they use, and how they found your website or product by using the platform. Additionally, you may create “events” for pretty much everything that happens on your website or in your app, such as sign-ups, cancellations, app downloads, etc. By keeping track of events, you can monitor client involvement across the whole customer journey, enabling you to see what is and isn’t working and how to utilize that information to reduce friction points and boost retention.
Mixpanel’s ability to integrate with other well-known tools—many of which may already be in your tech stack—is one of its strongest features. By using Mixpanel data to fuel email and in-app messaging campaigns, your sales and marketing teams can be sure that their communications are directed at the right audience.
Front focuses on empowering your team members who interact with customers by giving them access to a team-wide shared email inbox.
The Front + Dialpad integration enables your support team to work together and manage all customer communication, including phone calls, from one location if you’re looking for automation that will help eliminate boring and repetitive tasks like post-call wrap-up time for contact center agents.
Your team members will be able to address issues more quickly and offer a better digital customer experience with the help of analytics tools and multichannel messaging assistance.
Sales and marketing teams utilize the well-known engagement platform Intercom to proactively interact with potential consumers through in-app messaging, chat chats, and surveys. For customers seeking a full-service customer communications platform, the software has recently included customer support capabilities, including a shared inbox and knowledge base builder.
Intercom offers code-free product tours and in-app tool tips in addition to more traditional engagement tools like live chat, in-app messaging, and the support features already discussed. For companies with few developer resources, this may be excellent. Users may also design unique chatbots that can automate problem-solving and converse with clients in a variety of languages.
Although Intercom is a strong platform with a lot to offer, it is not inexpensive. Higher-tiered plans include many of its finest features, and even the starter plan, at $74 per month, is rather expensive. Although it’s a fantastic solution for large teams, you might want to look into other economical options if you have a smaller workforce or budget.
Price: A free trial is offered. Plans that are paid for begin at $74 per month (which includes two seats).
Kangaroo is a platform for incentives and loyalty. Through gamification, it aids businesses in rewarding good consumer behavior and promoting acquisition, engagement, and retention.
The platform includes a tiered pricing structure, with more features and services available at higher tiers. Users can implement lower-tier programs, including raffles, discounts, referral campaigns, social sharing prizes, eGift cards, and reward points and redemption. Plans with higher tiers include more features, including email and SMS marketing.
Kangaroo offers data that enables you to better comprehend consumer behavior in order to enhance your ads and boost their effectiveness. It also provides interfaces with a variety of e-commerce and POS (point of sale) systems, making it simple to sign up and reward consumers as part of your current customer flow.
For sales-driven enterprises that want a better approach to monitoring client touchpoints and rep performance, Outreach is a customer engagement solution.
The merits of Outreach include its capacity to automate sales, build outreach sequences, report on team success, and more.
Sales representatives may call any prospect with only one click thanks to the Outreach integration for companies utilizing communication or telephony solutions like Dialpad. With Dialpad, companies also receive real-time call transcriptions so they can assess how various sales presentations succeed and enhance their outreach strategy.
A popular marketing automation platform among artists, such as podcasters, writers, photographers, and musicians, is ConvertKit. The platform’s text editor and simple, code-free email designer are focused on email marketing. Teams have access to thousands of free stock pictures through ConvertKit’s integration with Unsplash. Add clickable CTAs and make an endless number of templates that work on all platforms.
The revenue options of ConvertKit are distinctive, which is perhaps why artists frequently use it. Using ConvertKit’s money-processing connection, you may create a paid email, sell an ebook, or get advice. The route to building straightforward sales funnels that let artists be compensated for doing what they love is made easier by combining the platform’s various features with the capability to process payments and deliver digital items.
The platform is incredibly inexpensive because it provides a lot of value with its free plan right away. However, those who want more sophisticated capabilities, like automation, must upgrade to a premium subscription. Furthermore, prospective clients should be aware that pricing tiers are tied to subscriber counts, so as your audience expands, your monthly cost will likewise increase.
The ServiceNow platform is a ticketing system primarily used for managing IT services. In essence, it enables IT teams to manage events, modifications, and other issues while processing and cataloging requests.
- Case management and omnichannel support in the agent workspace
- All customer touchpoints are shown in “Customer Central” as information cards.
- Self-service features include communities, knowledge base management, and more.
- Mobile agent interface for triaging, addressing, and resolving requests by agents while on the go
- Integrations with third-party applications, such as CTI systems and computer telephony integrations
In 2023, customer engagement software will have a significant year as these tools advance in intelligence and personalization.
Think about your data, your objectives, and the segmentation tools you require to enhance consumer interaction. Check the third-party integrations that are compatible with your configuration and experiment with what feels best for you and your customers to create the most seamless experiences.