Keeping your customers happy is one of the easiest ways to foster brand loyalty and a customer engagement platform (CEP) can help you. According to Forbes, recruiting new customers costs 5x more than retaining existing customers, giving you even more incentive to keep current customers engaged and coming back.
This article will give you crucial information about the best customer engagement platforms you can use to foster loyalty to your brand.
What do I look for when I select the best customer engagement solution? Here's a summary of my evaluation criteria:
- User Interface (UI): Customer engagement platforms need to be intuitive to navigate for the customer or else it defeats the point of the app. I’m looking for something clean, clear, and well laid out.
- Usability: CEP software is an up-and-coming digital product solution so I don’t expect you to know how to use them right off the bat. I look for tools that have good training programs, an extensive self-help database, and responsive customer support.
- Integrations: CEP solutions need to connect with your broader customer experience strategy, meaning I want something that integrates with your website, social media, enterprise CRM, communication apps, project management tools, and so on.
- Value for price: CEP apps are somewhat new in the CX market so I’m looking for something priced out with that in mind. A free trial or freemium version is ideal, so you can give it a test run before committing.
Customer Engagement Platform Key Features
- Engagement analytics: Allows users to analyze and understand customer data to create action plans that can improve customer satisfaction.
- Automation: Automates simple tasks such as responding to emails or web chat queries, so customers receive immediate responses.
- Surveys: Enable users to create surveys and understand results to determine areas where customers are dissatisfied and require improvement.
- Customer journey orchestration: Ensures that customers receive assistance throughout the entire customer lifecycle to help foster brand loyalty.
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Overviews Of The 10 Best Customer Engagement Platforms
Here's a brief description of each customer engagement software to showcase each tool's best use case, some noteworthy features, and screenshots to give a preview of the interface.
SurveySparrow is an omnichannel customer experience management software with customizable surveys, customer journey maps, rich customer data insights, and conversational forms.
You can leverage SurveySparrow to improve customer engagement in a few ways: 1) use net promoter score (NPS) surveys to gauge customer satisfaction, 2) build a live chatbot for your website to address basic customer queries automatically, and 3) and use their case management system to raise, organize, prioritize, and resolve tickets. These are just a few of the ways you can ensure customers are leaving satisfied.
SurveySparrow also has an integrated reputation management platform that alerts you to new reviews of your brand popping up online. This can help you turn satisfied customers into active promoters and address any negative comments before they catch fire.
SurveySparrow's customer engagement surveys are maybe the most impressive part of the software. They can include custom themes, video answers, conditional logic, mobile-optimized formats, and conversational inputs. They offer survey templates for measuring things like website feedback, customer effort score (CES), customer satisfaction (CSAT), product feedback, relational/transactional NPS, event feedback, and user experience.
SurveySparrow costs from $99/month and offers a 14-day free trial.
Birdeye is a customer engagement platform that business owners can use to reach out to customers for reviews and feedback. You can use Birdeye to use listings, reviews, and referrals to attract new leads for your marketing activities.
Birdeye can also help your business rank higher on local search engine results so new customers can find your business. Birdeye is the best customer engagement platform for you if you want to use competitor benchmarking to understand your competitor’s customer success stories.
You can use Birdeye to measure your competitor’s net promoter score (NPS) to learn which customer service areas you need to improve on.
Birdeye can also track social media platforms to identify trending topics you can leverage for customer engagement.
Birdeye pricing starts at $299/location/month and offers a 30-day free trial.
Braze is a customer engagement platform centered around personalized communication between brands and consumers. It’s used by the likes of Etsy, HBO, Dominos, and The Guardian for CX engagement initiatives. Noteworthy features include detailed customer analytics dashboards, marketing workflow automations, cross-channel campaign management, predictive tools, and A/B testing.
Braze is the best for you if you want to use gamification as a customer engagement strategy because Braze can help you craft unique engagement models for your business. You can reward customers with vouchers or discount codes when they reach a specific goal.
You can also send congratulatory messages or push notifications for reaching milestones, anniversaries, streaks of daily visits to your site, or for leaving reviews.
Braze pricing is available upon request.
Pendo is a customer engagement platform you can use to provide customers with the best digital experience when using your website or ecommerce store. You can use Pendo to collect and assess customer feedback, so you’ll know which areas to improve on.
You can also use Pendo to identify features or parts of your website that cause confusion or are challenging to use for customers, so you can tweak them, making them easier to use. If you’re looking for a customer engagement solution that streamlines your employee’s workload so they can engage with customers, then Pendo is the best match for you.
With Pendo’s help, identify roadblocks that prevent employees from delivering optimum performance and schedule pieces of training to help employees improve. You can also use Pendo to create in-app guides to assist customers better, ensuring customer satisfaction and fostering brand loyalty.
Pendo integrates with sales and productivity apps, including Salesforce, Slack, Zendesk, Hubspot CRM, Slack, and others.
Pendo pricing is available upon request.
Zoho SalesIQ is a customer engagement tool you can use in sales, marketing, and customer support. You can use SalesIQ to gain insights on website visitors and compile a cold/hot leads database for marketing. SalesIQ also enables you to create codeless chatbots for customer interactions, like FAQ-bots for common queries or welcome messages for new customers.
Zoho SalesIQ is the best customer engagement platform for you if you need one to create helpful documents your customers can access freely to better understand your company products and services. Aside from being helpful to customers, these self-service options can help you reduce traffic to your live helplines because customers can problem solve basic queries on their own.
Zoho SalesIQ pricing starts at $7/operator/month and offers a 15-day free trial.
Qualtrics is a customer experience management platform that can help you listen to customers, receive recommendations, and automatically implement action plans to improve customer experience.
Qualtrics provides you with a centralized platform to capture and assess customer feedback from multiple social media platforms, including Facebook, Foursquare, and Thumbtack. It also has a predictive intelligence engine to uncover key drivers of customer loyalty, allowing you to focus on areas with the most impact on customers.
Surveying customers is a direct way of gaining actionable product insights and if you want an effective surveying tool, then Qualtrics CustomerXM is the best for you. Qualtrics makes it easy to create different surveys, including brand awareness surveys, logo testing surveys, and ad testing surveys.
Qualtrics also has a survey QA functionality to assess the effectiveness of your survey form and implement changes for better results.
Qualtrics CustomerXM pricing starts at $1500/account/year, and they offer two free projects as customer trials.
Twik is an automated web-personalization engine you can use to define user profile groups for easier targeting during marketing activities. It has embedded user experience enhancers you can activate to improve customer journeys, including a pop-up generator, currency converter, and sticky header. It also has a visual editor feature useful in editing your ecommerce website without affecting your site code.Twik is best for you to keep your customers engaged using a chatbot because they make building a no-code chatbot easy. With Twik, you can customize your chatbot’s responses, ensuring that your customers receive contextual and timely answers to any real-time questions or concerns. Twik’s chatbot can help you welcome new visitors to your ecommerce site and increase the chances of conversion. Twik pricing starts at $80/month for up to 10K targeted sessions and offers a 30-day free trial.
Zingle is a customer engagement tool you can use to engage with customers in real-time using different messaging channels. It has AI that can handle multiple conversations at once so your staff can be more efficient and have enough time to take care of other activities.
Zingle also lets you increase revenue and drive loyalty through targeted promotions for different customer segments.Zingle is best for your business if you need a customer engagement platform with a workflow automation feature.
Zingle can help you automate simple tasks allowing you to focus on crucial and complicated business aspects. Use Zingle to automate sending welcome emails and thank you notes, ensuring customers feel valued for bringing their business to you. Automation can also save you time to personally attend to more complicated customer concerns and foster brand loyalty through timely intervention.
Zingle pricing starts at $179/month and offers a 3-day free trial.
MoEngage is a customer engagement platform that analyzes consumer behavior to help you deliver personalized messaging across all communications channels. If you have content variations, MoEngage’s AI can help you choose the best-performing content variant to present to customers according to common views/CTA/conversion metrics.
The same AI also identifies the best time to send messages to customers, increasing the likelihood of customers reading your messages and connecting with them. If you want to provide a great customer experience throughout the entire customer lifecycle, MoEngage is the best customer engagement platform for you. It allows you to personalize how your business deals with customers throughout their customer journey’s touchpoints.
MoEngage’s AI can help nudge customers down the right path during their customer journey according to where they are in the marketing funnel.
MoEngage pricing is available upon request.
Augeo is a customer engagement software that uses engagement experiences to drive customer satisfaction and promote brand loyalty. It can help your business connect with partner companies to improve brand recognition and affinity. Augeo can also help your business deliver personalized experiences to customers, making them feel valued.
Augeo is a holistic approach to product/service engagement that is designed to reach everyone in your audience bucket: employees, customers, members, and channel partners. Enterprises will particularly benefit from this all-in-one approach so that they won’t have to onboard multiple tools for different categories of engagement software.
They can handle employee recognition, sales incentives, customer community-building, and partner loyalty programs.
Augeo pricing is available upon request.
The Best Customer Engagement Platform Summary Table
14-day free trial
|From $79/subject for 2 users||Visit Website|
|From $299/user/month||Visit Website|
|Pricing Upon Request||Visit Website|
Free version available
|From $7,000/year||Visit Website|
15 Days Free Trial
|From $7/operator/month||Visit Website|
|Pricing upon request||Visit Website|
30 Days Free Trial
|From $80/month for up to 10K targeted sessions||Visit Website|
3 Days Free Trial
|From $179/month||Visit Website|
|Pricing Upon Request||Visit Website|
|Pricing Upon Request||Visit Website|
Need expert help selecting the right Customer Engagement Software?
We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Customer Engagement Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business's needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.
It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:
Here's a few more that didn't make the top list.
- Tremendous - Software that uses API so users can send rewards and incentives.
- Annex Cloud - Loyalty experience solution you can use to create loyalty programs for your brand.
- Medallia - SaaS customer relationship manager for retail, financial services, and B2B companies.
- Sprinklr - Customer experience management platform with sales, marketing, and advertising capabilities.
- PUG's Picnic - Customer engagement solution specializing in gamification.
What does customer engagement mean?
Customer engagement is an emotional connection between customers and the company/brand. When customers get engaged with a brand, they think of it as more than just a service or product provider but a vital aspect of their lives. Netflix is an excellent example of a company that engages customers by providing services that exceed customer expectations. Netflix uses algorithms to personalize the experience of customers ensuring that they remain loyal customers.
Related Read: What Is Customer Onboarding? Tips And Best Practices
The Takeaway—Keep Customers Connected!
Loyal customers ensure that your business will have reliable sources of sales for years to come, and keeping them engaged is the best way to keep them loyal to your products and your company. With the help of the customer engagement platforms above, you can craft user engagement programs that can immediately turn even new customers into loyal ones.
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