Do businesses need customer engagement software?
As customer expectations continue to rise, it can be challenging for businesses to maintain strong relationships with their clients and provide the level of service they expect.
Fortunately for you (and your customers), several customer engagement platforms can help you manage customer interactions more effectively.
This blog post will compare eleven popular customer engagement platforms, such as Zendesk, Intercom, and HubSpot Service Hub.
These platforms offer a range of features specifically for small businesses, including tools for managing customer interactions, gathering customer feedback, and tracking customer satisfaction.
We will provide an overview of each platform’s offerings and a detailed analysis of their features, pros, and pricing.
By the end of this blog post, you should better understand how these platforms can help your small business provide top-notch customer service and build lasting relationships with your clients.
What is customer engagement software?
Customer engagement software is a system designed to help businesses manage customer interactions and relationships across all stages of the customer journey.
This software is often used to improve customer service and build customer loyalty through various communication channels, including phone, email, social media, and live chat.
Some key features of customer engagement software include contact management, customer support, self-service options, and social media monitoring. This software can also help businesses automate tasks related to customer services, such as responding to inquiries or issues, which can increase customer satisfaction and loyalty.
What is the best customer engagement software?
Here are our eleven top picks of the best customer engagement software you should consider using for customer service.
1. Zendesk.
Zendesk is a customer service software company founded in 2007 to help businesses improve their customer experience.
It’s a cloud-based solution that allows you to manage all aspects of your customer interactions in a single, dynamic interface. This includes features like web widgets, pre-defined ticket responses, and complete customer history.
These features are designed to increase customer satisfaction by 25% and agent productivity by 30% at any scale.
In addition to its wide range of features and intuitive interface, Zendesk offers powerful reporting and analytics capabilities. These allow businesses to track and manage their customer interactions, identify areas for improvement, and see results faster.
By consolidating all customer interactions into a single view, you can better understand your customers’ needs and preferences and tailor your customer service strategies accordingly.
Overall, Zendesk is a powerful tool for businesses looking to enhance customer engagement and drive better customer outcomes.
Key features of Zendesk:
- Customer ticketing system: Track, manage, and respond to customer support tickets quickly and effectively.
- Customer service chats: Communicate with customers in real-time, provide support and resolve issues quickly.
- Feedback and survey: Collect customer feedback and insights to understand them better and improve your service.
- Track customer interactions: Get a complete view of all your customers’ interactions and activities in one place.
- Reporting and analytics: Understand your customer service performance with built-in reports and dashboards.
- Real-time notifications: Get notified of new customer activity as it happens so you can resolve issues quickly.
- Help desk management: Easily manage your customer support team with features like assignment rules, SLAs, and ticket views.
- Collaboration tools: Use features like group chat, shared inboxes, and comments to work more effectively with your team.
- Workflow management: Automate customer service tasks with triggers, conditions, and actions to improve efficiency.
Zendesk pros:
- Businesses can connect with their customers more efficiently and effectively
- The platform is easy to use, making it an excellent choice for businesses of all sizes
- Affordable pricing makes it a perfect choice for businesses of all sizes
- Provides reporting and analytics capabilities to track progress and improve customer service
Zendesk pricing:
Zendesk offers 3 main premium pricing tiers. Support-only pricing starts at $19 per agent per month.
- Teams: $49 per month
- Growth: $79 per month.
- Professional: $99 per month.
A free trial is available on all plans. Try Zendesk
2. Hubspot service hub.
HubSpot Service Hub is a customer engagement platform that helps customer service teams provide exceptional service experiences at scale.
With its wide range of features, Service Hub offers everything you need to solve problems and delight customers efficiently and effectively.
Service Hub’s key features include a shared inbox for keeping your team organized, a knowledge base for customers to help themselves, live chat and bot tools for faster response times, and customer feedback tools to measure satisfaction.
Service Hub also provides robust reporting capabilities, allowing you to track and improve the customer experience.
Beyond its feature set, Service Hub seamlessly integrates with HubSpot’s CRM, ensuring a 360-degree view of each customer. Whether you’re a small business aiming to scale support operations or a large enterprise managing a high volume of inquiries, Service Hub provides the flexibility and tools needed to deliver outstanding customer service and foster long-term customer loyalty.
Key features of Service Hub:
- Ticketing system: Track and manage customer support requests in a central location so that you can provide a fast and efficient resolution.
- Knowledge base: Allow your customers to find answers to their questions quickly and easily without waiting for a response from your team.
- Live chat: Integrate a live chat system with your other customer service tools to provide rapid responses to customer inquiries.
- Automated reports: Get insights into your customer service performance with automatic reports that track key metrics.
- Third-Party Integrations: Connect Service Hub with the other tools in your customer service stack to streamline your workflows.
- Surveys and Feedback: Collect customer feedback to measure satisfaction and identify areas for improvement.
- Macros Responses: Save time by creating canned responses to common customer inquiries.
- Virtual Assistant: Automate repetitive tasks with a virtual assistant so that you can focus on more important work.
- Email Management: Handle customer emails efficiently with tools that help you prioritize and respond quickly.
Pros:
- Service Hub is cloud-based, so you can access it anywhere with an internet connection
- The hub is easy to use and navigate, making it suitable for businesses of all sizes
- It is a cost-effective solution for businesses of all sizes
- Automated reports help track and improve customer service
HubSpot Service Hub pricing:
The HubSpot Service Hub is available in three different pricing plans:
- Basic: $50/month
- Pro: $250/month
- Enterprise: $1,000/month.
HubSpot Service Hub offers a free trial and a free plan to help you scale as your business grows.
3. Intercom.
Intercom is a powerful customer experience platform designed to help businesses create meaningful, ongoing dialogues with their customers across multiple communication channels. By leveraging AI-powered automation, real-time messaging, and customer engagement tracking, Intercom enables companies to provide fast, personalized, and efficient support.
A Comprehensive Customer Experience Platform
Established in 2011 by Eoghan McCabe, Des Traynor, David Barrett, and Ciaran Lee, Intercom has revolutionized how businesses communicate with their customers. Its Engagement OS is an open communication channel between companies and their customers, helping businesses build lasting relationships through proactive engagement and intelligent automation.
With over 30,000 businesses worldwide relying on its platform, Intercom has proven essential for companies looking to streamline communication, enhance engagement, and build long-term customer relationships. Intercom provides the flexibility and scalability needed to optimize customer interactions across multiple channels, whether you’re a startup, mid-sized company, or enterprise.
Intercom is a platform worth considering if you’re looking to improve customer experience, boost efficiency, and foster deeper connections with your audience.
Key features of Intercom:
- Live chat: Communicate with customers in real time to answer customer questions, resolve issues, and provide support.
- Help desk: This provides a central place to track and manage customer queries, which can be accessed from the Intercom app or via email.
- Chatbot: Automates customer interactions using artificial intelligence so businesses can focus on their most important conversations.
- Share inbox: Share customer queries and conversations with teammates so everyone is on the same page.
- Product tours: Easily show customers around your product so they can learn about its features and how to use them.
- Auto-responders: Automatically respond to customer queries so that you can focus on their most important conversations.
- CAN SPAM Compliance: Intercom complies with the CAN-SPAM Act, so businesses can be sure they’re not spamming their customers.
- Customer Database: Segment customers and target their communications accordingly.
- Prospecting Tools: Find new leads and convert them into customers.
- Language Detection: Automatically detects customer queries’ language so businesses can respond in the appropriate language.
Pros:
- Easy to use.
- Helps improve customer satisfaction levels
- It can be used to increase customer engagement and conversion rates
Intercom Pricing:
Intercom offers various premium pricing options to choose from depending on your business needs:
- Essentials: $49 per month
- Pro: $199 per month
- Enterprise: $899 per month
Other service pricing includes Custom Bots for $99 per month, Answer Bot for $99 per month, and Product Tours for $119 per month. Intercom offers a free trial on any of its plans.
4. LiveAgent.
LiveAgent is omnichannel communications management software that helps manage and streamline customer support processes in real time. It offers a range of features, including ticketing, live chat, a knowledge base, and more, to help businesses provide timely and efficient customer support.
The key benefit of LiveAgent is its ability to track and manage customer queries and issues in a single, easy-to-use interface. This allows you to resolve customer issues quickly and efficiently, improving the overall customer support experience.
In addition to its support features, LiveAgent also offers self-service options, such as a knowledge base and FAQs, to help customers find answers to their questions.
The software also includes a built-in CRM, customer segmentation, and automation tools, allowing businesses to personalize communication and build stronger customer relationships.
LiveAgent is an ideal solution for medium and small businesses, startups, enterprises, and eCommerce companies looking to improve their customer support processes and deliver a better customer experience.
Key features of LiveAgent:
- Social media monitoring: Monitor your brand on social media and take action quickly to resolve issues.
- Customer portal: Give your customers a self-service portal where they can quickly find answers to their questions.
- Alerts and escalation: Stay on top of customer queries and issues with alerts and escalation features
- Automatic call distribution: Route calls to the right agent quickly and efficiently with automatic call distribution.
- Agent interface: Give your agents the tools they need to provide efficient and effective customer support.
- Callback scheduling: Schedule callback requests from customers and follow up quickly.
- Customizable branding: Give your customer support portal a branded look and feel.
- Workflow configuration: Configure workflows to automate your customer support process.
LiveAgent pros:
- LiveAgent is one of the market’s most affordable customer support software solutions
- It features social media monitoring
- Easy to use, even for those who are not tech-savvy
- Accommodate businesses of any size
LiveAgent pricing:
LiveAgent offers a free plan, various premium subscription plans, and a 14-day free trial with no required credit card and no contracts.:
- Free: $0 per agent a month
- Ticket: $15 per agent a month
- Ticket and chat: $29 per agent a month
- All-inclusive: $49 per agent a month
- Downloadable: $11,950 – 20 agents included, +$690 for each additional agent.
- Enterprise: $34,950 – 50+ agents.
Related article: 9 Best Email Marketing Software For eCommerce
5. kustomer.
Founded in 2015, Kustomer has gained a reputation as a leading provider of customer engagement solutions. It is a cloud-based CRM platform that helps manage customer interactions from a single platform.
Kustomer offers omnichannel support, allowing you to manage all customer conversations in one place, regardless of the channel used.
The key feature of Kustomer is its AI-powered chatbots, which can handle simple inquiries and free up human agents to address more complex issues. This helps businesses provide efficient, personalized customer service that keeps customers returning.
In addition to its chatbot capabilities, Kustomer offers features such as conversation management and a 360-degree view of customers, which allow businesses to understand better and meet their customers’ needs.
With these tools, businesses can provide a seamless and effortless customer experience that helps build lasting relationships.
Key features of Kustomer:
- Omni-channel support: Kustomer supports all customer channels, including email, phone, chat, social media, and support tickets, making it easy for companies to manage all customer interactions in one place.
- Artificial intelligence (AI)-powered chatbots: Chatbots can handle routine customer inquiries, freeing up human agents to address more complex issues.
- Conversation management: Easily keep track of customer conversations and ensure each customer receives the best possible service.
- Customer profile and history: Customer profiles give agents a complete view of each customer’s history, making it easy to provide personalized service.
- Customer insights: Insights help companies understand customer behavior and identify trends.
- Automated routing: Automatically route customer inquiries to the appropriate department or agent.
- Interaction tracking: Track all customer interactions, including emails, phone calls, chat sessions, and support tickets.
- Text Analysis: Analyze customer feedback to identify trends and improve customer service.
- Survey and poll management: Conduct customer surveys and polls to gather feedback and improve customer satisfaction.
Pros:
- A comprehensive knowledge base for support reps
- Automatic categorization of tickets
- Offers a built-in help desk
- Provides a social media monitoring tool
Kustomer pricing:
Kustomer offers two main pricing plans and a free trial, after which you choose a subscription-based pricing model.
- Enterprise: $89 per user per month (billed annually)
- Ultimate: $139 per user/per month (billed annually)
6. Freshworks.
Freshworks is a comprehensive sales force automation solution designed to help sales teams manage all customer interactions in one place.
Its easy-to-use interface allows teams to track all their customer conversations, ensuring no issues are missed and opportunities for resolution are not overlooked.
Freshworks is specifically designed to help sales teams generate leads, engage in meaningful conversations, nurture relationships, and drive sales. It has built-in email, phone, chat, and telephony tools that empower teams to automate their processes and increase efficiency and productivity.
The platform enables agents to connect from anywhere and still provide personalized customer conversations, ensuring they have the proper context for each interaction.
Overall, Freshworks is an excellent solution for sales teams looking to streamline their processes and increase their productivity.
Key features of Freshworks:
- Customer data management: Track all customer interactions in one place to help target marketing campaigns and customer support operations.
- Customer surveys and feedback: Get customer feedback through surveys and use it to improve your products or services.
- Social media engagement: Connect with customers on social media platforms and resolve queries or issues.
- Massaging channels: Use Freshworks’ massaging channels to engage customers more personally.
- Neo admin center: The Neo admin center is a centralized platform for managing customer interactions.
- Unified customer records: Maintain a single customer profile across all channels for easy accessibility.
- Events and notifications: Get notified of important events and take appropriate actions.
- Voice recognition: Use voice recognition to transcribe customer queries or issues.
Pros:
- User-friendly interface that is easy to learn and use.
- Affordable and has a variety of pricing plans to choose from
- Reduced customer churn
Freshworks pricing:
Freshworks offers various pricing plans depending on the features and functions you need:
- Free plan: $0
- Growth plan: $15
- Pro plan: $49
- Enterprise: $79/month/user
- Ultimate: $149/month/user.
If you’re looking for free customer engagement software, Freshworks is an excellent option, although the free plan is limited.
7. Zoho Desk.
Zoho Desk is a customer service platform that helps you manage customer communication across all channels, including phone, email, live chat, SMS, and social media. This can be especially helpful for businesses with high customer interactions, as it allows them to streamline their processes and provide better service.
One of Zoho Desk’s key features is its ability to scale to any size, making it suitable for businesses of all sizes, from small startups to large enterprises.
It also offers features such as call routing and automatic assignment of calls to agents, which help ensure that customers always receive the best possible service.
Zoho Desk is an excellent choice if you’re looking to improve customer engagement and deliver a better customer experience. Its comprehensive features and intuitive interface make it easy to manage customer interactions and build stronger relationships with your customers.
Key features of Zoho Desk:
- Self-service portal: This gives customers a one-stop shop for all their support needs, including searching the knowledge base, submitting tickets, and tracking their progress without having to contact you.
- Call logging: This feature automatically logs all calls to see which agents handle customer inquiries and how long each call takes.
- Automated routing: Directs calls to the right agent based on skills, availability, and location.
- Manual dialer: Call Zoho Desk directly to reach more customers quickly.
- Queue management: This system tracks all customer interactions and ensures that each is routed to the right agent.
- Relationship tracking: Gives you a complete view of your customer’s history with your company, enabling you to provide better service.
- Chatbot: automates customer interactions so you can focus on other tasks.
- Full-text search: Let’s search all your customer communication data to find what you’re looking for quickly and easily.
- Call scripting: Provides agents with a script to follow when handling calls to provide consistent service.
Pros:
- A comprehensive CRM solution that covers all aspects of customer relationships
- Easy to use and can be quickly set up and implemented
- Affordable and offers many pricing options to suit businesses of all sizes
- It integrates with a wide range of third-party applications
Zoho Desk pricing:
Zoho offers a free plan and several premium pricing options to suit businesses of all sizes:
- Free: up to 3 users, free forever!
- Standard: $14 per agent/month
- Professional: $23 per agent/month
- Enterprise: $40 per agent/month
Zoho Desk is one of the best free customer engagement software and offers a 15-day free trial for all their premium plans.
8. ChurnZero.
ChurnZero is a client engagement software designed to help reduce customer churn and improve retention. It provides a real-time view of customer interactions and activity, allowing businesses to identify at-risk customers and take proactive measures to prevent them from leaving.
The standout feature of ChurnZero is its customer segmentation and journey mapping capabilities, which help businesses tailor their engagement strategies to individual customers.
It also includes engagement scoring, which helps businesses assess the health and likelihood of customers renewing their subscriptions.
In addition to its customer engagement capabilities, ChurnZero integrates with CRM systems to help you understand how customers use your products. This allows companies to automate and personalize the customer experience through timely and relevant touchpoints.
ChurnZero is an excellent choice for businesses looking to improve customer retention and build stronger customer relationships.
Key features of ChurnZero:
- Command center: View customer interactions and activity in real time to identify at-risk customers and take proactive measures to prevent them from churning.
- Plays and automation: Automate and personalize the customer experience through timely and relevant touch points.
- In-App communication: Communicate with customers directly within your app or service.
- Walkthroughs: Understand how your customers use your product with customer journey mapping.
- Usage tracking & analytics: Assess customer health and their likelihood to renew with engagement scoring.
- Health score: Monitor the health of your customer relationships with a ChurnZero health score.
- Knowledge management: Get the most up-to-date and accurate customer information in one central place.
- Sentiment analysis: Analyze customer sentiment to identify pain points and areas of improvement.
- Revenue management: Maximize customer lifetime value with subscription and usage-based pricing models.
Pros:
- Automates customer engagement activities
- Provides step-by-step guidance on how to use the software
- Identify at-risk customers
- Detect and prevent fraudulent activity
- Optimize your marketing efforts
ChurnZero Pricing:
- Contact ChurnZero for pricing.
9. Pipedrive.
Pipedrive is a sales-focused customer engagement software designed to help sales teams manage and organize customer interactions and communications.
Some of Pipedrive’s key features include tracking customer interactions and communications over time, creating and sending templates for frequently used communications, and tracking the progress of deals and tasks.
These features help sales teams stay organized and focused on their sales efforts, ensuring that everything runs smoothly.
In addition, Pipedrive offers robust reporting tools that allow businesses to track the progress and success of their customer engagement efforts. This helps teams understand what is working and what may need to be adjusted to drive better results.
Overall, Pipedrive is an excellent choice for sales teams looking to improve customer engagement and drive better business outcomes.
Key features of Pipedrive:
- Call recording: Record calls with prospects and customers to review later or use as a reference to improve sales strategies.
- Campaign management: Create and manage sales campaigns to establish and track progress toward goals.
- Call List management: Stay organized and efficient by managing lists of calls to make, receive, and miss.
- Client tracking: Know where each client is in their customer journey and what interactions have taken place.
- Code-free development: Use Pipedrive’s simple interface to customize the software without needing a single line of code.
- Internal chat integration: Stay connected with teammates by integrating Pipedrive with popular chat applications.
- Prospecting tools: Use Pipedrive’s built-in tools to find and qualify new sales leads.
- Pre-configured bot: Automate repetitive tasks with Pipedrive’s pre-configured Bot.
- Statistical analysis: Generate reports on sales activity to track progress and identify areas for improvement.
Pros:
- It easily connects with other tools that businesses are using
- It comes with various pricing plans that fit businesses’ needs and budgets
Pipedrive Pricing:
Pipedrive offers 4 premium pricing plans for simple CRM starting at $14.90, as listed below:
- Essential: $14.90 per month
- Advanced: $24.90 per month
- Professional: $49.90 per month
- Enterprise: $99.00 per month.
All Pipe drive plans offer a free 14-day trial with no credit card required.
10. Livechat.
LiveChat is an online chat customer chat software that helps businesses create a chat experience their customers will love.
Its live chat software lets you communicate with customers in real time, providing fast and efficient customer service.
The key benefit of LiveChat is its ability to anticipate customer questions and solve problems faster.
By responding quickly and proactively to customer inquiries, you can provide a more convenient, personal, and responsive experience that helps build long-term customer relationships.
LiveChat is ideal for startups, small and medium businesses, and enterprises that rely on customer service to build strong customer relationships.
Key features of LiveChat:
- Proactive chat: You can anticipate questions and solve problems before they even ask them.
- Real-time response: LiveChat provides real-time reactions so you can address customer concerns immediately.
- Automated responses: You can set up automatic responses for common questions to focus on more complex issues.
- Chat widget customization: Customize the widget to match your brand and create a seamless customer experience.
- Reports and analytics: LiveChat provides detailed reports and analytics so you can track your performance and improve your customer service.
- Canned responses: Save time by creating and storing canned responses for common questions.
- Email response control: Set a time limit for responding to emails so that you can prioritize your time.
- Screen sharing: Share your screen with your customers so they can see exactly what you’re seeing.
- Performance metrics: LiveChat provides performance metrics to track your progress and optimize your customer service.
- Offline form: You can collect customer information even when you’re not available to chat so that you can follow up later.
Pros:
- Allows businesses to communicate with customers in real-time
- Integrated with CRM software
- The software is available for desktop and mobile devices
LiveChat Pricing:
Pricing for LiveChat is subscription-based and offers four main plans and a free trial available for 14 days:
- Starter: $16 per seat per month billed annually ($19 billed monthly)
- Team: $33 per seat per month billed annually ($39 billed monthly)
- Business: $50 per seat per month billed annually ($59 billed per month)
- Enterprise: $149 per seat per month billed annually
11. Salesforce service cloud.
Salesforce Service Cloud provides service teams the tools they need to manage customer relationships efficiently and effectively.
It offers a customizable dashboard that gives users an overview of their customer relationships, sales pipeline, and other key data. It also offers features that allow users to create and manage customer profiles, track customer interactions, and send targeted marketing messages.
The standout feature of Service Cloud is Service Cloud Voice, which transforms the call center experience by making it more proactive and personalized.
With better tools and insights, agents can close more deals and provide customers with a consistent and efficient service experience.
Salesforce Service Cloud is an excellent choice for businesses looking to improve customer engagement and drive better business outcomes.
Key features of service cloud:
- Call management: With Service Cloud Voice, call center agents can manage their calls more efficiently and provide an excellent customer service experience.
- Virtual assistant: Agents can resolve customer queries without transferring the call or putting the customer on hold.
- Competitive analysis: Track and analyze service performance metrics to see how you compare to your competitors.
- Performance metrics: Use performance metrics to improve service quality and agent productivity.
- Email response control: Automatically route and respond to customer emails with Service Cloud Einstein.
- Customer service analytics: Get insights into customer service trends and performance with Service Cloud Analytics.
- Auto-dialer: Make more calls and improve your contact rate with the auto-dialer feature.
Pros:
- The platform is highly customizable
- Salesforce is among the most popular CRM platforms, so a large pool of users and support is available.
- Integrates with many other applications
Service Cloud Pricing:
Salesforce offers different pricing plans depending on your needs, features, and applications. The basic plan starts at $25 per month per user.
- Essentials: $25 per month.
- Professional: $75 per month.
- Enterprise: $150 per month.
- Unlimited: $300 per month.
Related article: 7 Best Retail Execution Software.
Why is customer engagement software important?
For customer success customer engagement tools are critical to the success of any business. Engaging customers personally is essential to keep them coming back for more. Here are some reasons you should have a customer engagement tool:
Collect customer feedback
You’re doing it wrong if you’re not using customer feedback to improve your business. Collecting customer feedback to understand what they want and need is essential.
Customer engagement software can help you gather this feedback and use it to make changes that will improve customer satisfaction.
You can improve your business and keep your customers happy by engaging with them and getting their feedback.
Resolve customer service issues.
Regarding customer service, the best offense is a good defense. You can proactively address customer concerns and prevent minor issues from turning into major disasters.
Customer engagement software provides the tools to quickly and efficiently resolve customer service issues.
You can build trust and loyalty by engaging with your customers and addressing their concerns.
So when the occasional issue does arise, you can rest assured that your customers will stick with you through thick and thin.
Engage customers across channels.
Customers today are using a variety of channels to connect with businesses, and engaging with them on all these channels is vital.
Customer engagement software can help you reach your customers where they are, whether on social media, your website, or even in person.
Engaging with customers across all channels can build deeper relationships, increase customer loyalty, and even improve your bottom line.
Improve customer satisfaction and loyalty.
There’s no denying that happy customers are important. They’re the bread and butter of any business, big or small. If you can satisfy your customers, they’ll return for more.
It’s not always easy to please everyone, but trying is necessary. After all, a satisfied customer is a loyal customer. And loyalty is what keeps businesses going strong.
It starts with engagement. If you can engage with your customers and build strong relationships, they will likely be satisfied.
And when they’re satisfied, they’re more likely to return and continue doing business with you.
Drive customer retention and growth
The best way to get customers is to keep the ones you already have.
It’s like a garden: you can keep planting new seeds, but it’s easier to water the flowers already blooming. The same goes for your business: engaging your existing customers and making them loyal is more manageable than finding new ones.
Loyal customers are the key to driving retention and growth. So, if you want to keep your business booming, focus on customer engagement. Water your existing customers and watch them bloom into loyal, lifetime customers.
Generate valuable customer insights.
Generating customer insights is necessary for any business looking to improve its sales and marketing efforts.
And while there are many ways to obtain this information, customer engagement software provides one of the most efficient and effective methods.
By tracking customer interactions, you can learn about their needs and wants. This information can then improve your marketing and sales efforts and make changes to improve the overall customer experience.
How to choose the best customer engagement software.
As we have seen, many customer engagement software options are out there. So, how do you choose the best one for your business? Finding the right engagement tool for the job can be tricky, but it’s worth it. Here are some tips to help you make a perfect choice:
Communication channels
There are many communication channels, and deciding which ones to use can be tough. It also depends on your business and your target customers.
Do you want to use email? Social media? Text messaging? The options are endless. Once you’ve decided which communication channels to use, the next step is finding software that supports them.
Ensure the customer service platform you choose supports the communication channels you want to use so you can easily communicate with your customers and create a seamless experience.
Level of personalization:
There’s no wrong answer regarding the level of personalization you want in your customer engagement software.
Whether you want to send bulk emails or customize each one, it’s important to choose software that can accommodate your needs.
If you opt for mass emails, ensure your selected software has that function. And if you prefer to customize each email, double-check that the software allows for personalized messages.
The right customer engagement software will let you personalize your communications and craft a more intimate customer experience.
Automation
One of the best things about customer engagement software is the ability to automate tasks. Automation can save you time and energy and make your life easier.
For example, let’s say you want to send a weekly newsletter. With automation, you can set up the software to send it automatically.
In short, automation is a great way to save time and energy, and it’s something you should look for when you’re choosing customer engagement software.
360 customer view
You want to see the entire customer journey to understand what’s working and what’s not.
Make sure the software you choose offers a 360-degree view of the customer to get a complete picture of the customer experience. This way, you’ll be able to get a sneak peek into your customers’ thoughts and see how they react to your engagement strategies.
With this information, you can make improvements and create a more seamless experience for your customers.
Your business needs
Before choosing customer engagement software, it’s important to consider what your business needs.
Do you need a tool that’s simple to use or robust and offers many features?
Consider your business needs and ensure the software you choose meets those needs.
Best Customer Engagement software Wrap up.
So there you have it, our top picks for the top customer engagement platforms.
The best customer engagement platforms allow you to communicate with customers, manage tickets, and track customer data. They are also easy to use so that you can get started quickly.
Customer engagement software companies like Zendesk offer easy-to-use features for managing customer interactions. In comparison, the Hubspot service hub offers integration with Hubspot’s marketing and sales software.
Intercom is another excellent option allowing you to communicate directly with customers, improving the customer experience.
Ultimately, the best customer engagement software depends on your needs and preferences. Choose a platform with the features you need and is easy to use.
Have you tried out any of these customer engagement platforms? Let us know in the comments below.
Further reading on Fontish.com: 9 Best WooCommerce alternatives if you switch from the famous WordPress eCommerce platform.
