In today’s fast-paced world, customer engagement has become a critical factor in determining the success of any business. With the rise of social media and other digital platforms, customers have more ways than ever to interact with companies, making it essential for businesses to have an effective customer engagement strategy.
In this article, we’ll see what a customer engagement platform is and take a closer look at some of the leading platforms to help you take your business to the next level and create meaningful interactions with your customers.
What is a customer engagement platform?
A customer engagement platform (CEP) is a software solution that enables businesses to interact with their customers across multiple channels and touchpoints, such as social media, email, messaging apps, and chatbots.
A CEP typically provides a range of tools and features to help businesses manage their customer interactions, such as:
- Multichannel communication: A CEP enables businesses to communicate with customers through various channels such as email, SMS, social media, and live chat.
- Customer data management: It collects, stores, and manages customer data, including their purchase history, preferences, and behavior.
- Analytics and reporting: A customer engagement platform provides insights into customer behavior and campaign performance through analytics and reporting tools.
- Personalization: A CEP enables businesses to personalize marketing campaigns based on customer data and behavior.
- Automation: These platforms also automate routine tasks such as email marketing, social media posting, and customer segmentation.
The primary goal of a customer engagement platform is to provide businesses with the tools and capabilities they need to build strong, long-lasting relationships with their customers, which ultimately leads to increased customer loyalty and revenue growth.
Top customer engagement platforms
The best customer engagement platform for your business can vary depending on several factors, such as the nature of your business, the size of your customer base, your marketing strategy, and your budget.
Here are some of the top platforms that can help you win your customer engagement strategy:
Intercom is a customer engagement platform that helps businesses connect with their customers through live chat, email, and in-app messaging. It offers a range of features, including automation, chatbots, and CRM integrations, which allow businesses to scale their customer engagement efforts. Intercom also includes advanced analytics and reporting tools, which help businesses gain insights into customer behavior and see how well their engagement efforts are.
EngageBay is an all-in-one customer engagement platform that includes marketing automation, sales automation, and customer service tools. It offers a range of features, including email marketing, CRM, live chat, and helpdesk, to help businesses engage with their customers across multiple channels. EngageBay also provides businesses with analytics to help them track and measure the effectiveness of their customer engagement efforts. One of the unique features of EngageBay is its gamification tool that helps businesses incentivize their customers to engage more with their brand.
Zendesk is a customer engagement platform that provides businesses with a range of tools to manage customer support and engagement. It offers features like ticketing systems, live chat, and social media integration, which allow businesses to connect with their customers across multiple channels. Zendesk also includes automation and analytics features, which help businesses streamline their customer engagement processes and gain insights into customer behavior. One of the unique features of Zendesk is its self-service portal that allows customers to find answers to their questions and resolve issues on their own.
LiveChat is another customer engagement software that provides businesses with a live chat tool for real-time customer support and engagement. It offers features like chatbot integration, file sharing, and chat transcripts, which help businesses provide a seamless customer experience. LiveChat also allows businesses to track customer behavior and measure their engagement efforts. One of the unique features of LiveChat is its geolocation feature which allows businesses to track the location of their website visitors and engage with them based on their location.
Tidio is a customer interaction platform that offers live chat, chatbot, and email marketing features. It provides businesses with a range of customization options, including branding, design, and language settings, to help them create a personalized customer experience. Tidio also includes automation and analytics features, which help businesses automate their engagement processes and gain insights into customer behavior. One of the unique features of Tidio is its integration with popular social commerce platforms like Shopify, WooCommerce, and BigCommerce, which allows businesses to engage with their customers in real-time during their shopping journey.
Userlike is a customer engagement platform with a live chat feature, enabling businesses to communicate with their customers. It offers customization options to tailor the chat widget to a company’s branding and integration with popular messaging apps like Facebook Messenger and WhatsApp. You can also use this digital engagement platform’s chatbots and a ticketing system to manage customer inquiries and issues more efficiently.
Genesys is an AI-powered customer engagement tool that offers live chat, email support, and social media integration. It uses natural language processing (NLP) technology to provide personalized responses to customer inquiries. Its AI-powered chatbots can handle basic customer queries, freeing up support staff for more complex issues.
Engati is among the multichannel client engagement platforms with chatbots, live chat, email, and SMS support. It uses AI and NLP technology to provide personalized responses and can handle basic tasks like appointment scheduling and order tracking. Moreover, Engati includes reporting tools for brands to measure the success of their efforts.
Salesforce is a cloud-based customer relationship management (CRM) platform that includes a range of customer engagement features. It offers a unified view of customer interactions across multiple channels, including email, social media, and chat. Salesforce includes various tools for managing customer data, including analytics and reporting features to help businesses better understand their customers’ needs and behaviors.
Froged is a customer engagement software with live chat, email support, and knowledge base management features. It also includes automation features to help businesses streamline their customer engagement efforts, including chatbots and email marketing campaigns. You can also track the results of your engagement efforts on this platform.
Zoho is another cloud-based customer relationship management platform that helps businesses to manage their sales, marketing, and customer support operations. It provides many features, including lead and contact management, sales forecasting, analytics, social media integration, and more. Zoho CRM also offers mobile apps for iOS and Android devices, enabling users to manage customer interactions on the go. Additionally, it integrates with other Zoho applications like Zoho Desk, Zoho Campaigns, Zoho Books, and Zoho Projects.
Eudata is an omnichannel customer engagement hub that offers conversational AI solutions for businesses. The platform enables businesses to engage with customers through multiple channels such as email, chat, social media, voice, and more. Eudata’s conversational AI solutions include chatbots, voice assistants, and virtual agents that can assist customers with their queries and provide them with personalized recommendations. Eudata also offers analytics and reporting tools to help businesses monitor their customer engagement activities and optimize their processes.
Twilio is a cloud communication platform that enables businesses to send and receive text messages, voice calls, and video calls using APIs. The platform also provides various tools for building custom communication workflows, including two-factor authentication, appointment reminders, and customer service chatbots. Twilio’s APIs can be integrated with other software platforms, such as Salesforce, Zendesk, and HubSpot, allowing businesses to manage their customer interactions from a single platform.
HubSpot is a comprehensive inbound marketing and sales platform that provides tools for lead generation, lead management, email marketing, and more. The platform also offers a range of customer engagement features such as live chat, chatbots, and email templates. HubSpot’s CRM module helps businesses to manage their customer interactions and track their customer journey from the first contact to the sale. Businesses can also optimize their customer engagement strategies on HubSpot.
LivePerson is a customer engagement platform that offers a range of messaging solutions for businesses, including live chat, chatbots, and messaging apps. The platform enables businesses to engage with customers and provides features such as co-browsing, screen sharing, and video chat. LivePerson also offers AI-powered tools for automating customer service interactions and providing personalized customer recommendations.
SmartKarrot is a customer engagement company that provides businesses with tools to engage, retain, and monetize their customers. The platform offers features such as user segmentation, in-app messaging, personalized engagement campaigns, customer journey mapping, and more. It also integrates with popular CRM platforms such as Salesforce and Hubspot.
Freshdesk or Freshworks is a customer support and engagement platform that enables businesses to manage their customer interactions across multiple channels, including email, phone, social media, and chat. The platform includes features such as ticket management, knowledge base management, customer feedback management, and more.
Qualtrics is a customer engagement software that provides businesses with tools and solutions to gather and analyze customer feedback and data and ultimately drive business growth and success. The platform offers a range of features and capabilities, including survey creation, data analysis, customer experience management, employee engagement, and market research.
With Qualtrics, businesses can track customer satisfaction levels, identify areas for improvement, and implement targeted strategies to increase customer loyalty and engagement.
RedPoint Global is a customer engagement and data management software company that offers a platform for marketers to create personalized and contextualized customer experiences. The platform is designed to unify customer data from various sources and use that data to create targeted, relevant messaging and experiences for customers across all channels.
RedPoint’s platform offers a range of features, including data quality management, data integration, identity resolution, segmentation, and machine learning-based predictive analytics.
Pega is another top customer engagement platform that is designed to help businesses deliver personalized, seamless, and efficient customer experiences across multiple channels and touchpoints. Pega’s platform provides various tools and technologies that enable businesses to automate their customer engagement processes, optimize customer journeys, and streamline customer interactions.
In conclusion, customer engagement is a critical factor in the success of any business, and having the right platform can make all the difference. The top customer engagement platforms in 2023 are those that offer a range of features and capabilities to help businesses deliver personalized, seamless, and efficient customer experiences across multiple channels and touchpoints.
Whether you’re looking for AI-powered insights, omnichannel engagement, intelligent automation, real-time decisions, or advanced analytics and reporting, there is a platform out there that can meet your needs.
Ultimately, the key to success in customer engagement is to understand your customers’ needs, preferences, and behaviors and to deliver personalized experiences that meet those needs. By leveraging the latest technologies and platforms, businesses can create exceptional customer experiences that drive loyalty, satisfaction, and growth.
A customer engagement tool is a software or platform that helps businesses interact with their customers, build relationships, and improve loyalty through various features such as feedback, surveys, social media monitoring, and personalized messaging. Examples include CRM software, email marketing platforms, and chatbots. The goal is to improve the customer experience and drive revenue growth.
Customer engagement in CRM refers to the interactions and activities a business has with its customers to build and maintain relationships throughout the customer journey. CRM systems organize customer data and track interactions to deliver personalized experiences and foster long-term relationships through marketing campaigns, sales interactions, customer service, and loyalty programs.