Customers are the most crucial aspect of any business. A company’s relevance and popularity in the industry depends on the customers. Did you know that successful B2B customer engagement results in a 63% decrease in customer attrition for businesses? Additionally, they accomplished a 50% increase in productivity and a 55% increase in market share.
But engaging customers in your business is one of the most challenging things to do! However, things get much easier with customer engagement software.
Let’s gain an in-depth understanding of customer engagement software. We’ll also take a look at the top 10 customer engagement platforms that’ll help your business improve customer relationships in no time!
"Consider the preferences and requirements of each customer while creating interactions and content. It improves customer satisfaction while also increasing the possibility of conversions and enduring loyalty, making your engagement initiatives more successful and significant."
What is Customer Engagement Software?
Customer engagement software is an essential tool for companies trying to establish and maintain strong relationships with their consumers. With the help of this advanced software, businesses can communicate with their clients via multiple platforms like chat, social media, email, and others. The software acts as a link between a business and its customers, promoting engagement, consistency, and brand advocacy.
Customer engagement software is a strategic asset in a competitive market. It gives companies the ability to build enduring relationships with customers, increase sales, and achieve sustainable growth. Investing in customer engagement software is crucial for staying ahead in the customer-centric environment with evolving technology.
Top 10 Customer Engagement Software for Businesses
Whether you’re searching for a way to interact with customers or improve your customer self-service options, there are undoubtedly multiple software options to assist you.
Here are a few of the top customer engagement platforms available.
1. ControlHippo
ControlHippo is a shared inbox WhatsApp that aids businesses to easily connect with customers. Users can easily manage multiple WhatsApp accounts, integrate WhatsApp with customer relation management (CRM) platforms, and obtain insightful information via actionable analytics. This customer engagement tool is robust yet easy to use, and can help you save time.
Support and sales teams use ControlHippo to personalize conversations with customers on Whatsapp. From e-commerce to healthcare, ControlHippo is an idea customer engagement software for various industries.
Features of ControlHippo
- Whatsapp business web
- Whatsapp bulk messages
- Multiple user access
- Whatsapp auto-reply
- Analytics
Pros
- Offers excellent customer support to users.
- Easy and simple integration of contracts and license management.
- Enables teams to have tailored WhatsApp interactions with clients.
- Offers powerful analytics and reporting tools.
Cons
- Offers limited customization options.
- Has technical glitches at times.
Pricing
- $20 per user per month.
- Free trial available.
2. DialPad
DialPad is a sales interaction software that leverages AI to boost the productivity of your sales force. An omnichannel platform in which all your communication channels can be integrated into the system, enabling you to keep track of every contact from a single dashboard. Dialpad is a marketing automation tool that aids in providing personalized customer journeys across multiple channels.
Every chat is accurately transcripted by AI to instruct sales representatives on handling various circumstances, thus raising employee engagement.
Features
- Instant messaging
- Assessment management
- Call monitoring
- Automatic outbound dialer
- Call scheduling
Pros
- Users can save time by having Dialpad Ai transcribe voicemails.
- Setting it up and configuring it is quite simple.
- Acts as a customer success platform by providing effective customer support.
- It offers an SLA of 100% uptime. Your teams can be kept operational 24/7.
Cons
- The usability and the call quality might occasionally be erratic.
- Some functions are not available on Android and IOS.
Pricing
- Standard Plan: $15 per user per month
- Pro Plan: $25 per user per month
3. Pendo
Pendo is a customer engagement solution for product engagement. It assists companies in improving the user experience through analytics, in-app tutorials, polls, and road mapping.
The platform’s analytics tools enable teams to better understand user behavior, visualize user pathways, and segment user databases. Additionally, Pendo enables interfaces with other programs like CRMs, business intelligence platforms, and product tools. It assists you in gauging customer mood through NPS surveys by using customer data across multiple channels.
Features
- Real-time reporting
- Retroactive reporting
- Segmentation
- Custom reports and dashboards
- Surveys and feedback
Pros
- It's simple to use, adaptable, and intuitive.
- Pendo is suitable for businesses of all sizes and industries.
- The platform has a helpful and responsive support staff.
- It enables teams to keep track of, record, and examine user engagement in their entire customer journey.
Cons
- Certain users face some performance issues on the web-based portal.
- The app is buggy at times.
Pricing
- Free plan available
- Starter: $7,000/year
- Growth: custom pricing
- Portfolio: custom pricing
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4. MoEngage
MoEngage is a customer engagement platform for consumer brands that enables marketers and product owners to design multi-channel experiences that delight customers. One of the top CRM systems, MoEngage offers a full marketing stack with CRM and customer engagement capabilities. Brands can use MoEngage to engage customers at different stages in their journey with pertinent micro-moments, directly enhancing customer retention and lifetime value.
Features
- Campaign performance
- Subscriber management
- Content analytics
- Website visitor tracking
- Customer segmentation
Pros
- Offers easy campaign management processes.
- Analytics can be easily and conveniently done.
- Offers personalized messaging campaigns.
- Users can get insights-led analytics.
Cons
- Onboarding could be faster.
- More complex uses are difficult to cater to.
Pricing
- Starter: $1000 per/month
- Growth: custom pricing
- Enterprise: custom pricing
5. ActiveCampaign
ActiveCampaign is a customer engagement software that helps companies develop customized, automated marketing programs. Its user-friendly interface makes email marketing, automation, and CRM easier to use, assisting businesses in developing close relationships with their client. With the aid of ActiveCampaign, customer care and support teams can better onboard clients, gather feedback, and lower churn.
Features
- Contact database
- Mailing list management
- Email drip campaigns
- Click-through tracking
- Newsletter management
Pros
- Easy to revolutionize organization workflows.
- Real-time messaging services using customized SMS and site messages.
- Offers a thorough picture of customer data to track and handle prospects.
Cons
- The mobile application can be enhanced. It lacks some of the features seen in the desktop version.
- The user interface needs to be more user-friendly and load more quickly.
Pricing
- Lite: $9 per month
- Plus: $49 per month
- Cloud: $129 per month
6. Drift
Drift is a cloud-based platform that helps organizations streamline sales procedures and increase customer loyalty by adding live chat windows to websites. It offers a conversational platform for marketing and sales that enables companies to interact with clients in real time. It supports customers in generating qualifying leads, quickening the sales cycle, and providing a contemporary purchasing experience.
Drift enables organizations to have the appropriate discussion with customers at the appropriate time, location, and place.
Features
- Access controls/permissions
- Activity tracking
- Calendar management
- Campaign management
- Campaign personalization
Pros
- Relates to clients in a timely manner.
- Assigns the proper specialist to chats.
- Offers good engagement with visitors.
- Aids in boosting conversion in a convenient manner.
Cons
- The metrics and reporting needs simplification.
- There are technical glitches at times.
Pricing
- Premium: $600 per month
- Enterprise: custom quote
7. Front
Front is a platform for customer operations that enables companies to streamline communication and provide top-notch service at scale. It blends a CRM’s automation and insights with an email inbox’s simplicity. Front combines the effectiveness of a help desk and the comfort of email with automated workflows and real-time cooperation behind the scenes to expedite customer communication.
Features
- Alerts / escalation
- Macros/templated responses
- Multi-channel communication
- Service Level Agreement (SLA) management
- Issue tracking
Pros
- Manages bulk emails in shared mailboxes within an organization.
- Easy to create tags.
- Simple coworker assignment and tagging in comments.
- Easy to incorporate my calendar.
Cons
- Can provide better options to handle phishing emails.
- Mobile front application can be improved.
Pricing
- Growth : $59/seat/month
- Scale : $99/seat/month
- Premier : $229/seat/month
8. Zendesk
Zendesk is a customer engagement software that enables companies to build meaningful relationships with their clients. It provides a fluid platform for the support, sales, and marketing teams to effectively collaborate.
Zendesk improves customer satisfaction and promotes company growth with its intuitive interface and comprehensive capabilities. Zendesk is a comprehensive customer service solution that scales with your organization and is simple to use.
Features
- Real-time updates
- Agent collaboration
- Help desk automation
- SLA management
- Alerts/escalation
Pros
- Consolidated customer service, sales, and general inquiries.
- Classifies requests and communications into departments or groups automatically.
- Strong workflow and automation features.
- Offers excellent unified customer support experience.
Cons
- Zendesk's customization possibilities are limited.
- Using Zendesk's capabilities and setting it up can be challenging.
Pricing
- Suite Team: $55 per agent/month
- Suite Growth:$89 per agent/month
- Suite Professional: $115 per agent/month
9. Intercom
Intercom is one of the best customer engagement software. Sales and marketing teams use the well-known engagement platform Intercom to proactively interact with potential consumers through in-app messaging, chat conversations, and surveys. For teams with little developer resources, this may be excellent. Users can also design unique chatbots that can automate problem-solving and converse with clients in a variety of languages.
Features
- Automated response
- Pop-up chat
- Targeted emails
- In-app messaging
- Ticket creation
Pros
- Excellent user-centric design and tool integration capabilities.
- The ability to integrate and centralize customer data is on-point.
- It offers great feedback collection and analysis.
- The platform has exceptional customer service.
Cons
- It doesn't provide agents with an enhanced mobile experience.
- Importing and exporting data can be made simpler.
Pricing
- Start: $39 per month/one seat.
- Grow: $99 per month/ five seats.
- Accelerate: $499 per month/10 seats.
- Scale: $999 per month/ 10 seats
- Early Stage Program: $49 per month.
10. Mixpanel
Mixpanel is an analytic tool that tracks and examines user behavior on a website or software program. It can record information on how customers use a digital product, such as when they join up for a service or use a feature.
Mixpanel offers straightforward, interactive reports that enable quick data querying and visualization. It’s intended to provide product teams and marketers with insights about the most effective ways to attract, convert, and keep customers.
Features
- Performance metrics
- A/B testing
- Data analysis
- Data integration
Pros
- Offers the best product visualization and analytics tool to create funnels.
- The platform's user interface is simple and offers multiple tools.
- The user engagement tracking is simple and convenient.
- Multiple customization options are available for all charts.
Cons
- The interface is extensive, but using multiple choices can be challenging.
- It has a learning curve for beginners.
Pricing
- Starter Plan: Free
- Growth Plan: $20/ month
- Enterprise Plan: $833/ month
Ending Note
Although it is challenging, it is not impossible to improve customer engagement and build strong relationships with your consumers. Customer engagement software solutions provide effective customer engagement tools, enhance customer experience, and aid in customer conversations.
It streamlines support processes and improves communication, giving a boost to customer satisfaction. Utilizing these platforms helps businesses build closer connections with their customers, promoting long-term success and growth in the competitive marketplace.
Your business can gain a spot in your customers’ hearts and at the top of their congested inboxes with the appropriate tools, a tailored approach, and a customer-centric mindset.
Key Takeaways
Frequently Asked Questions
There are multiple software to track consumer engagement. You can use ControlHippo, DialPad, Pendo, MoEngage, ActiveCampaign, Drift, etc.
The 4 P's of customer engagement are Product (offering value), Price (setting fair costs), Place (accessible channels), and Promotion (effective communication), collectively shaping meaningful interactions and relationships.
No, customer engagement is not a CRM. Customer engagement refers to interactions and relationships between a business and its customers, while CRM is a technology/system managing those relationships.
Updated : April 11, 2024
Priya is a seasoned writer with expertise in the SaaS industry. With over five years of experience in the field, she deeply understands the requirement of this specific industry, its techniques, and tools. Her articles, whitepapers, and blog posts are known for their clarity, practicality, and actionable insights. Priya also possesses in-depth knowledge of SEO and content marketing, which enables her to develop effective strategies to increase website traffic and improve brand visibility.
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