Top 15 Customer Engagement Tools for Modern Businesses

Looking for the best customer engagement platforms? Here are 15 top picks: Sobot Live Chat, Salesforce Service Cloud, HubSpot, Zoho Desk, Freshchat, LivePerson, Drift, Genesys Cloud, Intercom, Tawk.to, Khoros, Sprinklr, Twilio, Oracle CX, and Pega. Choosing the right customer engagement tools can boost loyalty and sales. Did you know 90% of companies use AI to improve customer experience, and omnichannel strategies can increase retention by 90%? Sobot AI helps you connect with customers across all customer engagement channels, making every interaction count.

Customer Engagement Tools Overview

What Are Customer Engagement Tools?

You might wonder what customer engagement tools actually do. These tools help you connect with your customers in real time, across many channels like chat, email, phone, and social media. They go beyond simple support. With customer engagement software, you can talk to your customers, answer questions, and even send them special offers. Some tools use AI to chat with visitors or help you send push notifications. Others help you collect feedback or guide users inside your app.
Here are some main types of user engagement tools you’ll see today:

• Conversational marketing platforms with AI chatbots
• In-app communication and onboarding tools
• Push notification services
• User feedback and survey platforms

Most customer engagement tools now work in the cloud, but some companies still use on-premises solutions. You’ll also find tools built for specific industries, like retail or finance. Sobot, for example, offers customer engagement software that brings all your channels together, making it easy to manage every conversation in one place.

Key Benefits for Businesses

When you use customer engagement tools, you can see real results. Businesses report a 27% jump in customer satisfaction and a 10x boost in conversion rates after using these tools. You can also cut operational costs by 60% and reduce errors by half.

Here’s what you can expect:

• More engaged customers who spend more time with your brand
• Higher conversion rates from personalized offers
• Stronger loyalty and more repeat business
• Better tracking with built-in analytics
  Sobot’s user engagement tools help you reach customers on their favorite channels, so you never miss a chance to connect. You can even measure every interaction to keep improving your customer experience.

Common Features

Most top-rated customer engagement tools share some powerful features. You’ll find:

• Omnichannel communication (chat, email, phone, social media)
• AI chatbots for instant replies and support
• Real-time analytics and dashboards
• Customer journey tracking
• Workflow automation for faster service
• Personalization, like custom messages or multilingual support
• Self-service options, such as FAQs and knowledge bases

Some tools, like Sobot Live Chat, even let you see what your customer sees with cobrowsing, or help you translate chats on the fly. These features make it easy to deliver a smooth, friendly customer experience every time. With the right user engagement tools, you can build strong relationships and keep your customers coming back.

Customer Engagement Channels

Omnichannel Platforms

You want your business to connect with customers everywhere they go. That’s why omnichannel platforms matter so much today. These platforms let you manage all your customer engagement channels—like email, SMS, voice, social media, and live chat—in one place. When you use an omnichannel customer engagement platform, your customers can switch between channels without losing their conversation. This makes the customer experience smooth and keeps your brand message consistent.

Did you know? Companies using omnichannel strategies see up to 9.5% more revenue growth each year. Walmart’s investment in omnichannel helped its e-commerce sales soar from $25 billion to $82 billion in five years. Customers love when they don’t have to repeat themselves or jump through hoops to get help.

Sobot Live Chat Overview

Sobot Live Chat stands out as a leading customer engagement platform for modern businesses. You can reach your customers on their favorite customer engagement channels, including websites, apps, WhatsApp, Facebook, Instagram, Telegram, and Discord. Sobot brings all your conversations into one AI-powered workspace, so your team never misses a message. With Sobot, you get real-time analytics, customer segmentation, and seamless integration with your other systems. Businesses like Michael Kors have used Sobot to cut response times by 83% and boost customer satisfaction to 95%. You can even try Sobot Live Chat for free and see how it transforms your customer experience.

Leading Channel Tools

Let’s look at the most popular customer engagement channels and the tools that help you manage them:

You can use user engagement tools like Sobot to combine these channels, automate workflows, and track every interaction. This helps you create a connected journey for your customers and makes your business stand out.

Customer Engagement Software for Service

Service Platforms

You want your customers to get help fast and feel valued every time they reach out. That’s where service platforms come in. These platforms help you manage support across channels like chat, email, phone, and social media. Many businesses use customer engagement software to keep everything organized and make sure no message gets lost.

Here’s a quick look at what you should check when picking a service platform:

Tip: Look for platforms that offer automation and analytics. These features help you spot problems early and keep your customers happy.

Sobot in Customer Service

Sobot makes customer service simple and smart. You can use Sobot’s AI-powered chatbots to answer questions 24/7, so your team can focus on tougher problems. Sobot’s customer engagement software can handle up to 80% of routine questions in seconds. That means you save time and money—some companies have saved up to $1.3 million by reducing ticket volumes.

Sobot also uses AI to check how your customers feel. If someone is upset, Sobot can spot it and help you fix the problem fast. You get real-time translation, so you can help customers in any language. Sobot’s tools boost customer satisfaction by 34% and cut support costs by up to 30%. You get all this in one place, with easy integration and clear reports.

Top Service Tools

You have lots of choices for user engagement tools that help with customer service. Here are some top picks and what they do best:

You can use these tools to answer questions, send updates, and keep your customers coming back. Sobot stands out if you want a platform that grows with you and makes every customer feel special.

Customer Engagement Platforms for Marketing

Marketing Automation Tools

You want your marketing to work smarter, not harder. That’s where a customer engagement platform with marketing automation comes in. These tools help you send the right message to the right person at the perfect time. You can reach people on email, SMS, WhatsApp, or even inside your app. Many platforms use AI to predict what your customers want and suggest the best next step.

Here’s a quick look at what these tools can do:

Did you know? About 75% of companies using marketing automation see a return on investment in the first year (Forrester). Most marketers say these tools are crucial for their strategy.

Sobot Marketing Solution

Sobot gives you a powerful customer engagement platform for marketing. You can connect with customers on WhatsApp, SMS, voice, and more—all from one place. Sobot’s AI helps you create campaigns that feel personal. You can send bulk messages, set up reward programs, and even bring back customers who haven’t visited in a while.

Here’s what makes Sobot stand out:

• Omnichannel support: Reach customers on their favorite apps and channels.
• AI-powered automation: Let Sobot handle routine tasks and personalize every message.
• Real-time analytics: See how your campaigns perform and adjust fast.
• Scenario-based tools: Perfect for retail, gaming, finance, and more.
• Easy integration: Connect Sobot with your other business systems.

Michael Kors used Sobot’s customer engagement platform to boost conversion rates by 20% and cut response times by 83%. You can read their story here.

Tip: Sobot’s marketing solution can help you increase customer lifetime value by 20% with personalized offers and discounts.

Best Marketing Platforms

You have many choices when picking a customer engagement platform for marketing. The best ones help you automate campaigns, personalize messages, and track results. They also let you connect with customers on social media, email, and messaging apps.

Some top features to look for:

• Real-time, cross-channel messaging
• AI-powered personalization
• Customer data management and segmentation
• Analytics dashboards for ROI tracking
• Compliance with privacy rules

Platforms like Sobot, HubSpot, and Mailchimp help brands like Dollar Shave Club and Warby Parker see big results. For example, Dollar Shave Club increased sales by 25% using marketing automation. Social media platforms such as Instagram and TikTok also help you build loyal communities and boost engagement.

Remember: A great customer engagement platform lets you automate, personalize, and measure every campaign so you can grow your business faster.

Customer Engagement Analytics

Analytics Tools

You want to know what your customers think and do. Analytics tools help you see the big picture and the small details. These tools track how people use your website, app, or even your social media. You can spot trends, find out what works, and fix what doesn’t. Here are some popular types of analytics tools you might use:

• Behavioral analytics: Tools like Amplitude and Hotjar show you what customers click, where they spend time, and how they move through your site. You can watch session replays or check heatmaps to see what grabs attention.
• Sentiment analysis: Platforms such as Brandwatch and Sprout Social help you understand how customers feel about your brand. They scan social media and feedback to spot emotions and opinions.
• Customer journey analytics: Tools like Woopra and Google Analytics map every step your customer takes. You can see where people drop off or what keeps them coming back.
• Predictive analytics: These tools use AI to guess what customers might do next. You can plan better and personalize the customer experience.
• Customer retention and loyalty tools: These help you track satisfaction, spot churn risks, and build customer advocacy.

Sobot’s built-in analytics let you track over 150 indicators. You get real-time reports on customer engagement, satisfaction, and agent performance. This helps you make smart choices and boost customer loyalty.

Using Analytics for Engagement

You can use analytics to make every customer interaction count. Here’s how you can turn data into action:

1. Track how customers use your product. Find out which features they love and which ones they skip.
2. Watch session recordings and heatmaps. See where people get stuck or leave your site.
3. Segment your customers. Group them by how engaged they are, then send the right message to each group.
4. Use welcome screens to collect info and personalize the first experience. This helps you start strong.
5. Check your data often. Update your strategies as you learn more about your customers.

Analytics also help you measure things like Net Promoter Score (NPS), active users, and conversion rates. When you know what your customers want, you can improve customer retention and drive customer advocacy. Sobot’s analytics dashboard makes it easy to spot trends and act fast. You can see which channels work best and where you can improve the customer experience. This leads to happier customers and more customer advocacy for your brand.

Comparing Customer Engagement Platforms

Feature Comparison

When you look for the best customer engagement software, you want to know what each platform can do. The top customer engagement platforms share some important features, but each one has its own strengths. Here are the key features you should compare:

• Omnichannel communication: You can talk to your customers on chat, email, phone, and social media—all in one place.
• Customer segmentation: You can group your customers by their interests or behavior and send them messages that matter.
• Analytics and reporting: You get clear data about how your customers interact with your business.
• Automation tools: You can set up automatic replies, chatbots, and workflows to save time.
• Integration capabilities: You can connect the platform with your CRM, marketing, or sales tools.
• Data visualization: You see your data in easy-to-read dashboards.
• Real-time reporting: You get up-to-date numbers to help you make quick decisions.
• AI-driven insights: Some platforms use artificial intelligence to help you understand your customers better.
• Customizable dashboards: You can set up your workspace the way you like.
• User-friendliness: The platform should be easy for your team to use.
• Scalability: The platform should grow with your business.

Let’s see how the top 15 customer engagement platforms stack up:

Tip: Start by identifying your engagement goals. This helps you pick the features that matter most for your business.

Pricing Overview

Pricing for customer engagement platforms can vary a lot. Some offer free plans for small teams, while others have custom pricing for big companies. The cost depends on things like the number of users, features, data volume, and support level. Here’s a quick look at what you might expect:

Small businesses often spend between $15,000 and $50,000 a year on the best customer engagement software. Large companies may spend over $100,000, especially if they need advanced features or lots of users. Remember, the total cost includes not just the subscription, but also training, support, and setup.

Note: Always check for hidden costs like training or extra support. Pick a customer engagement platform that fits your budget and needs.

Unique Strengths

Each customer engagement platform brings something special to the table. Here’s a quick guide to help you find the right fit for your business:

If you want a customer engagement platform that grows with you, look for scalability and integration. Sobot Live Chat, for example, supports over 550,000 users and handles millions of conversations daily, making it a strong choice for businesses that expect to scale.

Customer engagement platforms also adapt to different industries. For example, retail businesses use these platforms for personalized offers and loyalty programs. Service businesses use them for appointment reminders and fast support. The best customer engagement software helps you connect with your customers in the way that works best for your industry.

Remember: The right customer engagement platform should match your business goals, industry needs, and customer preferences.

Choosing the Right Customer Engagement Tool

Evaluation Criteria

Picking the best customer engagement platforms can feel overwhelming. You want a tool that fits your business and helps you reach your goals. Here’s a simple checklist to guide you:

1. Map your customer journey and spot where you need better engagement.
2. Check if the platform works well with your CRM, analytics, and marketing tools.
3. Look for strong AI features that automate tasks and personalize messages.
4. Make sure the platform can grow with your business without slowing down.
5. Choose a tool that’s easy for your team and customers to use.

You can also use this table to compare options:

Tip: Sobot’s customer engagement platform checks all these boxes, making it a smart choice for many industries.

Integration and Scalability

You want your customer engagement platforms to work with your other tools. Integration lets you connect your CRM, support systems, and data sources. This keeps your business flexible and avoids extra work. Scalability means the platform can handle more customers as you grow, without losing speed or quality.

• Integration helps you sync data in real time and target customers better.
• Scalability lets you keep up with more conversations and automate tasks as your business expands.
• Features like APIs and instant setup make it easy to add new channels or users.

Sobot’s customer engagement platform offers seamless integration and can scale to support over 550,000 users and millions of daily interactions. This means you can focus on building customer retention and customer advocacy while your platform handles the heavy lifting.

Industry Use Cases

Customer engagement platforms help all kinds of businesses. Here are some real-world examples:

• An enterprise sales team used AI signals to cut their sales cycle by 40%.
• A SaaS startup used multi-channel engagement to boost sales productivity.
• Voice AI agents analyzed calls and automated follow-ups, saving time and money.
• Predictive analytics helped teams spot high-quality leads and increase conversions.
• Companies using AI-powered customer engagement platforms saw up to 20% higher ROI and saved sales teams about 5 hours per week.

Sobot’s customer engagement platform helped Michael Kors reduce response times by 83% and raise customer satisfaction to 95%. As digital channels grow, you’ll see even more businesses rely on these platforms for better customer engagement strategies and long-term success.

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Picking the right customer engagement platform can change your business. You get faster response times, more feedback, and better customer retention. With strong customer engagement tools, you connect across all customer engagement channels and boost loyalty. Sobot’s customer engagement software helps you automate tasks and personalize every chat.

• You see higher conversion rates and smarter marketing.
• Teams work together with no data silos.
• Real-time insights help you make better choices.

Tip: Try a free trial of Sobot Live Chat, talk with vendors, or map out your goals. Keep checking your customer engagement platform as your business grows.

FAQ

What is a customer engagement platform?

A customer engagement platform helps you talk to your customers on channels like chat, email, and social media. You can answer questions, send offers, and track every conversation. Sobot’s customer engagement platform brings all these tools together in one place.

How does Sobot improve customer engagement?

Sobot’s customer engagement platform uses AI to help you reply faster and personalize messages. For example, Michael Kors saw an 83% drop in response time and a 20% boost in conversions after using Sobot. You can read more here.

Can I use Sobot’s customer engagement platform for marketing?

Yes! You can run campaigns on WhatsApp, SMS, and voice. Sobot’s customer engagement platform lets you send bulk messages, set up reward programs, and track results with real-time analytics. This helps you reach more people and grow your business.

Is it easy to set up a customer engagement platform?

You don’t need to be a tech expert. Most customer engagement platforms, like Sobot, offer simple setup and free trials. You can start chatting with customers in minutes. Sobot also provides guides and support if you need help.

Why do businesses need a customer engagement platform?

A customer engagement platform helps you keep customers happy and loyal. Studies show that companies using these platforms see up to 90% higher retention rates (source). You can answer questions faster, send special offers, and never miss a message.

See Also

Best 10 Live Chat Platforms Compared With Shopify

Leading Customer Support Software Solutions For 2024

Best Voice Of Customer Tools To Use In 2024

Top Artificial Intelligence Solutions For Contact Centers

Best Chat Software Options For Businesses In 2024