14 Best Customer Engagement Platforms To Keep Consumers Captivated in 2022 [Review]

In this article, we’re going to show you the power of customer engagement platforms and why every business needs one.

When businesses engage with their customers through web chat, those consumers are likely to spend 60% more for every purchase! Webchat also has a customer satisfaction rate of an incredible, 85%!

These statistics are through the roof and your business can get in on this action too. I’m sure you’re wondering, “How can I do this and when can I start?”.

The answer is simple: pick a customer engagement platform for your business, and you can start right after this article!

Let’s check out the best customer engagement platforms in 2022, what customer engagement platforms are and why they are pivotal to your business.

    What are Customer Engagement Platforms

    Customer engagement platforms are marketing platforms that specialize in increasing customer engagement through numerous methods. Many platforms emphasize live chat functions to ensure customers engage with your business at every touchpoint without requiring additional resources and time.

    Live chat functionality has become the art of these platforms.

    Some customer engagement also use other techniques and communication channels to optimize and maintain customer engagement.

    : LYFE Marketing

    Customer Engagement Platform Benefits

    Boosts Brand-to-Consumer Experience

    Customer engagement platforms allow brands to provide customer feedback, inform consumers, and extract data on consumers. These capabilities all contribute to increasing brand-to-consumer experience. 

    By providing customer feedback, your consumers will believe you care about them and their experience with your brand. To prove this, 96% of consumers mention that customer support determines their brand loyalty.

    Having access to detailed consumer data allows businesses to create personalized marketing efforts that appeal to their audience. Thanks to customer engagement platforms, this is possible. 

    Amplifies Sales Funnel Velocity

    The more you engage your consumers, the quicker they will move through your sales funnel. For example, you can use personalized push notifications to re-engage users who are losing interest or use chatbots to answer customer questions efficiently. 

    As fully engaged customers lead to a 23% higher profitability, it’s easy to see how customer engagement has encouraged consumers down businesses’ sales funnels. For the risk of losing prospective consumers or loyal consumers, a customer engagement platform will have what you need to correct this and convert those consumers. 

    Improves Customer Loyalty

    Earlier, we briefly mentioned how customer support increases customer loyalty. Think about this in your own life. If a business has super-fast, helpful customer support and sends you personalized marketing material, you’re most likely going to stick with that business.

    Customers want to know that you have their best interest in mind. And there’s no better way to prove this than using customer engagement platforms for timely interactions tailored to their preferences. 

    Increases Retention Rate 

    If your customer was about to churn, how would you know, and what would you do? Fortunately, many customer engagement platforms provide alerts for potential churns, and some also offer real-time suggestions to prevent this. 

    Besides this feature, these platforms also offer popups, multi-device marketing, and detailed analytics to retain consumers.

    How to Evaluate Customer Engagement Platforms

    1. Can consumers opt for self-service?: As over 60% of users prefer self-service, the customer engagement platform you choose should accommodate this. If you have ample customization options for the self-service portal, even better. 
    2. Can you implement a knowledge base?: We’ve already established that customers want to get things done themselves, so help them out with a knowledge base. A knowledge base will have tutorials, articles, and similar resources to inform and train consumers about your product. Opt for a customer engagement platform that allows you to build an intuitive knowledge base for your consumers. 
    3. Does the platform offer chatbots?: With chatbots being the fastest growing form of communication, this is a train you don’t wanna miss. Chatbots can save your business loads of time while helping consumers and pushing them further down your sales funnel. It’s always great to have customization options for your chatbots.
    4. Does the platform have live chat functions?: Some consumers may be skulking around on your website without finding the information they need. Instead of abandoning your site like most other consumers or making the effort of contacting customer support, web visitors can use live chat. Live chat is a quick and simple way to engage prospective consumers, and that’s why your customer engagement platform needs to offer this feature. 
    5. What marketing channels can you use?: Although you might not want to use 101 marketing channels, choosing a customer engagement platform that offers more rather than less is a safe choice. Doing this allows you to explore which marketing channels get the best results, and you can segment your consumers accordingly. Without plentiful marketing channels, you could limit yourself to channels that your audience doesn’t respond to. 

    14 Best Customer Engagement Platforms

    EngageBay

    EngageBay is an all-in-one solution for brand-to-customer engagement. You can build high-converting landing pages, create ad campaigns, use live chat, popups, forums, and access a 360-degree customer view. EngageBay also enables brands to practice multi-channel engagement, manage deals and tasks and send broadcast messages.

    You use email marketing on EngageBay too, and access lead scores based on customer interaction. For customer support, businesses can use canned responses and service automation. EngageBay also offers SMS marketing functions, push notifications, and email templates. 

    Pricing:

    • Free plan is available
    • Basic plan is $14.99 per user, p/m 
    • Growth plan is $49.99 per user, p/m
    • Pro plan is $79.99 per user, p/m

    Pros:

    • There is a free plan available.
    • The paid plans are affordable for small businesses.
    • EngageBay offers everything businesses need to optimize customer engagement.
    • You can leverage SMS and email marketing with one tool.
    • This platform is beginner-friendly and provides ample training material. 

    Cons:

    • The dashboard needs more customization.
    • The landing pages aren’t automatically mobile-optimized. 

    Capterra Score: 4.6/5 stars (73 reviews) 

    G2 Score: 4.6/5 stars (103 reviews) 

    Website: https://www.engagebay.com/

    Redpoint

    Using Redpoint, brands can enjoy omnichannel personalizations and real-time interactions. To help your brand achieve a fantastic online reputation, this platform offers user-friendly machine learning and detailed analytics. You can also match consumer profiles, extract as much data as you need, and access consumer profiles in real-time.

    Redpoint allows businesses to segment consumers, create support teams, and build a firm security infrastructure. It’s also simple to create ad campaigns, personalize your website, and use targeted ads. 

    Pricing: Pricing is available upon request 

    Pros:

    • Redpoint has rich consumer engagement features to help businesses onboard, maintain and retain customers.
    • The data and analytics functions are highly advanced and detailed.
    • Businesses have access to tonnes of data to enhance customer journeys. 
    • Narrowing down your ideal buyer is now seamless.
    • There are security and privacy features available. 

    Cons:

    • Pricing is not readily available.
    • Features might be too advanced or unnecessary for small businesses. 

    Capterra Score: N/A

    G2 Score: N/A

    Website: https://www.redpointglobal.com/

    Nuance Digital Engagement Platform

    Customer engagement platforms_Nuance
    Source: nuance.com

    This customer engagement platform is all about helping your brand achieve the best consumer experience possible. You can create automated, multi-channel pipelines, use a virtual assistant to help your consumers, and perform A/B testing. Additionally, the Nuance Prediction Service reveals why consumers engage before reaching you. 

    Businesses will also have access to real-time analytics, automated conversations based on user demographics and behavior, and multi-device marketing. There are numerous security solutions too, like fraud prevention, authentication, and public security. 

    Pricing: Pricing is available upon request 

    Pros:

    • Businesses have access to a wide range of consumer data.
    • Enforcing security protocols for consumer data is possible and easy.
    • The virtual assistant is intuitive and responsive.

    This customer engagement platform offers mobile-responsive features.

    • Segmenting consumers and identifying your ideal buyer is easy through the available analytics. 

    Cons:

    • The pricing is not readily available.
    • Data analytics is inconsistent. 

    Capterra Score: N/A

    G2 Score: 4/5 stars (1 review) 

    Website: https://www.nuance.com/

    Eudata 

    Eudata_customer engagement platforms
    Source: eudata.com

    Eudata helps brands create automated sales and customer services while using chatbots too. With this customer engagement platform, you can automate up to 70% of the customer care process, allow users to contact you via WhatsApp, and provide unified experiences to your consumers.

    Businesses can use Eudata for Amazon Connect too, which can address all forms of customer service. You can track all stages of a consumer journey with this tool and access advanced customer insights. 

    Pricing: Pricing is available on request 

    Pros:

    • Eudata is the ideal customer engagement platform for online stores.
    • You can create an almost fully automated solution for customer onboarding and care. 
    • Speaking to web visitors over WhatsApp is easy.
    • Eudata offers multiple features and capabilities for Amazon Connect. 

    Cons:

    • The pricing is not readily available.
    • Eudata does not offer the essential consumer-engagement features that small businesses need to start.

    Capterra Score: N/A

    G2 Score: N/A

    Website: https://eudata.com/

    Genesys DX

    Genesys_customer engagement platforms
    Source: genesys.com

    Before launching this powerful customer engagement platform, Genesys DX went by Bold360. Genesys DX went on to acquire Bold360 to integrate it within their platform. This solution allows businesses to communicate with their audience to show customer appreciation with minimum friction.

    The features you can expect from Genesys DX include live chat, AI-powered chatbots, omnichannel engagement, consumer profiles, and conversation histories. You can also use their obsessive security and AI self-service features.

    This customer engagement platform offers a customer acquisition engine for optimal consumer onboarding and detailed insights. The tracking and analytics give you complete access to consumer data, predictive analytics, and customer journey analytics. 

    Pricing:

    • Genesys Cloud CX 1 plan is $75 p/m
    • Genesys Cloud CX 2 plan is $110 p/m
    • Genesys Cloud CX 3 plan is $140 p/m

    Pros:

    • Genesys DX has many security features to keep your consumers’ data safe.
    • There are tonnes of automation features and AI-powered functions, leaving you with more time.
    • The data and analytics functions are in-depth, and you can access insights for almost every consumer interaction.
    • There are integration options available.
    • You can choose to be billed hourly instead of monthly, which can save small businesses money. 

    Cons:

    • The monthly pricing can be expensive for small businesses. 
    • Users report slow feedback from customer support.
    • Users mention the interface needs improvement. 

    Capterra Score: 4.3/5 stars (26 reviews)

    G2 Score: 3.4/5 stars (27 reviews) 

    Website: https://www.genesys.com/

    Intercom

    Intercom_customer engagegment platforms
    Source: intercom.com

    Intercom specializes in customer support, customer engagement, and multi-channel marketing. Businesses can access features like live chat, chatbots, real-time messaging, self-service options, and consumer segmentation. 

    You can also create automated workflows, access consumer management tools, and use one inbox to house all your conversations. Businesses can unite their consumers’ data too, and they can access behavioral data.

    Pricing:

    • Start plan is $59 p/m 
    • Grow plan is $119 p/m 

    Pros:

    • The tracking and analytics features are in-depth.
    • You can integrate Intercom with over 250 apps.
    • Intercom offers brands solutions based on their growth stage.
    • Businesses can execute multiple forms of consumer engagement with one tool.
    • There are ample personalization options available.

    Cons:

    • The pricing can be expensive for small businesses.
    • Users report slow feedback from the customer support team.

    Capterra Score: 4.5/5 stars (769 stars)

    G2 Score: 4.4/5 stars (1593)

    Website: https://www.intercom.com/

    LiveChat

    LiveChat
    Source: livechat.com

    LiveChat provides a vast range of chat tools, customer engagement functions, security features, and reporting capabilities. You can use targeted messaging, access chat history, and add chat buttons to your website. It’s also possible to archive chats, use canned responses, and collect chat ratings from your customers.

    There is a lot of customization freedom for chat widgets too. For security purposes, LiveChat offers encryption, access restriction, data storage, visitor banning, and credit card masking. The reports and analytics solution offers customer reports, ticket reports, chat reports, agent reports, and a filter function to help you find what you need within seconds.

    Pricing: 

    • Starter plan is $16 p/m 
    • Team plan is $33 p/m
    • Business plan is $50 p/m 
    • Contact LiveChat for a quote on the Enterprise plan

    Pros:

    • The data and analytics functions are highly in-depth.
    • The pricing is affordable for small businesses.
    • LiveChat offers rich security features.
    • Businesses aren’t limited to customize the chat features.
    •  The chatbots are intuitive and function smoothly.

    Cons:

    • Businesses can’t use automated messages.
    • Configuring this tool can take some time and requires some training.

    Capterra Score: 4.6/5 stars (1123 reviews)

    G2 Score: 4.5/5 stars (691 reviews)

    Website: https://www.livechat.com/

    Pega

    Pega
    Source: pega.com

    Pega merges customer engagement, automation, and AI capabilities to give brands an all-in-one customer engagement solution. You can detect potential churns, access real-time decisions based on customer signals, and use real-time AI to provide customer support.

    You can also use Pega’s intelligent chatbots, virtual assistants, and automated patterns to optimize your workflows. Pega gives you all the tools you need to provide a top-notch user experience. 

    Pricing: Pricing is available upon request

    Pros:

    • Pega has advanced automation and AI functions.
    • Being able to detect churn rates and predict sales gives your business a better direction.
    • There are detailed customer behavior and demographic insights.
    • There are tonnes of training material for Pega available.
    • Businesses can enjoy flexibility for personalization and automation. 

    Cons:

    • The user interface is not lightweight.
    • The customization for mobile apps is very limited. 
    • The pricing is not readily available. 

    Capterra Score: N/A

    G2 Score: 4.2/5 stars (216 reviews) 

    Website: https://www.pega.com/

    Engati

    Engati_customer engagement platforms
    Source: engati.com

    Engati provides an automated solution for consumer engagement. This customer engagement platform offers a simple code-free method to create bots and host bot training. There is also a personalized NLP engine for all the touchpoints of your consumers’ journey. You can engage with your audience on WhatsApp, Telegram, Messenger, Web chat, and much more.

    Via Engati’s one-view dashboard, you can check insights based on engagement, performance, and trends among your consumers. You can also set your chatbots to multiple languages and access a one-view inbox, storing all your communications. 

    Pricing: 

    • Free plan is available
    • Professional plan is $79 p/m
    • Business plan is $249 p/m 
    • Contact Engati for a quote on the Enterprise plan 

    Pros:

    • You don’t need coding experience to create advanced chatbots.
    • There are ample personalization capabilities available.
    • Businesses can leverage many communication channels to engage customers.
    • There is a free plan available.
    • You can easily access all the essential information from the dashboard.

    Cons:

    • The free plan is highly limiting.
    • Small businesses might find the paid plans are too expensive.
    • The chatbots could be more customizable. 

    Capterra Score: 4.3/5 stars (19 reviews) 

    G2 Score: 5/5 stars (9 reviews) 

    Website: https://www.engati.com/

    SmartKarrot

    To help your brand engage its customers, SmartKarrot offers engagement scores, various rules for different customer journeys, and customer segmentation. You can also access potential churn alerts, growth opportunity alerts, real-time updates, and in-depth tracking that you can easily filter.

    SmartKarrot supports multi-channel campaigns too, such as email, popup, push notifications, and ad campaigns. You can also build comprehensive surveys for your audience and use advanced automation for emails, texts, and notifications. 

    Pricing:

    • Free 14-day trial is available
    • Pricing is available upon request 

    Pros:

    • A free trial is available and gives businesses sufficient time to test this platform.
    • The data and analytics are highly in-depth, and you can easily find the data you need through filters.
    • SmartKarrot allows businesses to personalize customer journeys better.
    • You can use this customer engagement platform for various marketing channels.
    • Businesses have ample customization options. 

    Cons:

    • The pricing is not readily available.
    • This platform requires a steep learning curve.
    • The integration options are limited. 

    Capterra Score: 4.5/5 stars (8 reviews) 

    G2 Score: 4.7/5 stars (10 reviews) 

    Website: https://www.smartkarrot.com/

    LivePerson

    LivePerson is an AI-powered conversational cloud that offers an array of customer engagement solutions. This platform pinpoints social media users who are likely to convert, offers a landing page builder, and can implement ad campaigns. Your website visitors can also easily contact you via WhatsApp, SMS, Instagram, Facebook Messenger, or Apple Business Chat.

    To ensure your audience receives speedy customer service, you can convert audio calls into messages instead of having clients stay on hold. Businesses can unify customer care operations too, and they can prioritize social media conversations based on high-value customers.

    Pricing:

    • Pricing is available upon request.

    Pros:

    • This software requires minimal training.
    • The customer care solutions are robust and intuitive.
    • Businesses can use various channels to communicate with their customers.
    • The data analytics are easily accessible and in-depth.

    Cons:

    • Pricing is not readily available.
    • There is a lack of customization options for features.

    Capterra Score: 4.4/5 stars (39 reviews) 

    G2 Score: 3.6/5 stars (59 reviews) 

    Website: https://www.liveperson.com

    UserLike 

    UserLike
    Source: userlike.com

    Choosing UserLike, you can use subtle support functions and set operator skills to match clients with their ideal sales rep. The sticky chat feature connects operators with customers they’ve spoken to before. UserLike automatically builds customer profiles based on public information and offers post and pre-chat surveys.

    It’s also seamless to gather chat ratings with UserLike, define proactive chat timers, and use intelligent chat behavior based on your consumer’s information. UserLike offers audio calls too, and you can use canned responses and access detailed chat analytics. 

    Pricing:

    • Free plan is available
    • Team plan is $100 p/m
    • Corporate plan is $320 p/m
    • Business plan is $800 p/m

    Pros:

    • The consumer profiles make it easier to create personalized marketing material.
    • A free plan is available.
    • Businesses can use audio calls, which is a unique feature for these platforms.
    • The customer support features enable a more tailored customer experience.
    • You can leverage multiple communication channels simultaneously.
    • The user interface is intuitive and customizable. 

    Cons:

    • The pricing is expensive for small businesses.
    • The free plan does not offer enough services for customer engagement.
    • UserLike does not offer many mobile-optimized features. 

    Capterra Score: 4.6/5 stars (633 reviews) 

    G2 Score: 4.4/5 stars (384 reviews) 

    Website: https://www.userlike.com/

    Froged

    Froged
    Source: froged.com

    Froged specializes in solutions for onboarding and keeping your consumers while providing world-class customer support. You can create triggered messages based on user behavior, send behavioral emails triggered by events, and use live chat to interact with consumers. 

    Businesses can also create documents for self-support functions, customize support widgets, add tags and notes, save conversations, and quote messages. There are qualification forms available too. You can view all the data and behavior of consumers as you interact with them. 

    Pricing:

    • Free plan is available
    • Grow plan is €57.50 p/m (approx. $68,46)
    • Scale plan is €207.50 p/m (approx. $247,05)
    • Contact Froged for a quote on the Enterprise plan 

    Pros:

    • A free plan is available.
    • Businesses can find onboarding, retaining, and engagement features from just one platform.
    • The data and analytics are in-depth.
    • The user interface is clean and easy to navigate.
    • The customization options are endless.
    • Froged’s features are mobile-adaptive. 

    Cons:

    • The live chat features need improvement.
    • There are few integration options available. 

    Capterra Score: 4.7/5 stars (38 reviews) 

    G2 Score: 4.8/5 stars (4 reviews) 

    Website: https://www.froged.com/

    Notificare

    Notifcare offers SMS marketing, email marketing, push notifications, and personalized content to boost your consumer engagement. You can use location marketing through geo-targeting, geo-fencing, and iBeacons. The location marketing doesn’t drain your consumers’ battery while activated and complies with security protocols.

    Businesses can also use Notificare to create triggered messages, build consumer profiles, and access detailed analytics. Notificare provides data visualizations and graphs to measure your campaign’s performance and extract actionable insights. 

    Pricing: 

    • Startup plan from €19 p/m (approx. $22,65 p/m)
    • Online plan from €149 p/m (approx. $177,63 p/m)
    • Enterprise plan is €759 p/m (approx. $904,82 p/m)

    Pros:

    • The Startup plan is affordable for small businesses.
    • This platform is beginner-friendly and has ample training resources.
    • Businesses can customize most features.
    • You can find detailed data and analytics.
    • Users report speedy customer support.

    Cons:

    • Retrieving in-depth data about individual consumers is difficult.
    • The high-end plans are too expensive for many small businesses. 

    Capterra Score: 4.8/5 stars (18 reviews)

    G2 Score: N/A

    Website: https://notificare.com/

    Our picks and Conclusion 

    For optimal brand-to-consumer engagement, every business should opt for customer engagement platforms. These platforms will help you keep your consumers interested, increase your retention rates and provide the best brand experience. Customer engagement platforms also help develop loyal customers. 

    However, which of these platforms are best for you?

    If you own a small business, choose EngageBay. This customer engagement platform is affordable and offers so many features for customer engagement. You can build landing pages, popups, forums, ad campaigns, and you can use broadcast messages. EngageBay also supports multi-channel marketing.

    The best customer engagement platform for large businesses is UserLike. Choosing UserLike, businesses can access a vast range of customer data and have tools to deliver a personalized experience. The only drawback with UserLike for large businesses is that it lacks mobile-friendly features. However, all the other features and functions are perfect for large companies. 

    References and Sources

    1. Invesp: The Importance of Live Chat Customer Support – Statistics and Trends [Infographic]
    2. Zendesk: Zendesk research: customer satisfaction
    3. Microsoft: Global State Customer Service
    4. Gallup: Turning Customers Into True Believers
    5. Zendesk: Self-service: do customers want to help themselves?
    6. Drift: 2020 State of Conversational Marketing [Free Report]
    7. EngageBay
    8. RedPoint
    9. Nuance Digital Engagement Platform
    10. Eudata
    11. Genesys DX
    12. Intercom
    13. LiveChat
    14. Pega
    15. Engati
    16. SmartKarrot
    17. LivePerson
    18. UserLike
    19. Froged
    20. Notificare

    Frequently Asked Questions

    What are customer engagement platforms?

    Customer engagement platforms centralize all your customer interactions. These platforms allow businesses to engage with their consumers via various channels like popups, push notifications, email, social media, and many more. By using customer engagement platforms, brands can keep their audience interested and converting. Read this article to find out why customer engagement platforms are vital and the top platforms in 2022.

    What is the best customer engagement platform?

    The best customer engagement platform for small businesses is EngageBay. For large businesses, the best customer engagement platform is UserLike. Read this full article for more of the best customer engagement platforms, what they offer and how much they cost. Plus, find out how to choose the best platform for your business and why customer engagement is so crucial in 2022.

    Are customer engagement platforms important?

    Yes! Customer engagement platforms are very essential to help you deliver an excellent brand experience and move more consumers down your sales funnel. Using a customer engagement platform also helps you increase customer loyalty and customer retention. Read this article for the best customer engagement platforms and how to choose one for your business.

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