In this article, we’re going to show you the power of customer data platforms and why every business needs one.
When businesses engage with their customers through web chat and social media, 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 2024, what customer engagement platforms are and why they are pivotal to your business.
Here is a quick review of the pricing, G2/Capterra ratings and our P2P ratings for the best customer engagement platforms in 2024. We have a detailed review further below!
Best Customer Engagement Platforms | Pricing | Review Site Ratings | Our P2P Rating |
EngageBay |
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Redpoint |
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Nuance Digital Engagement Platform |
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Eudata |
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Genesys DX |
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Intercom |
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LiveChat |
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Pega |
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Engati |
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SmartKarrot |
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LivePerson |
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UserLike |
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Froged |
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Notificare |
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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. This also helps in shaping a positive perception of your brand.
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.
Take a look at this video by LYFE Marketing:
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.
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.
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.
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.
Summary: Customer Engagement Platform Benefits
A few of the advantages of customer engagement platforms include:
Summary: How to Evaluate Customer Engagement Platforms
To choose the best customer engagement platforms look for:
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:
Pros:
Cons:
Capterra Score: 4.6/5 stars (73 reviews)
G2 Score: 4.6/5 stars (103 reviews)
Website: https://www.engagebay.com/
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:
Cons:
Capterra Score: N/A
G2 Score: N/A
Website: https://www.redpointglobal.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:
This customer engagement platform offers mobile-responsive features.
Cons:
Capterra Score: N/A
G2 Score: 4/5 stars (1 review)
Website: https://www.nuance.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:
Cons:
Capterra Score: N/A
G2 Score: N/A
Website: https://eudata.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:
Pros:
Cons:
Capterra Score: 4.3/5 stars (26 reviews)
G2 Score: 3.4/5 stars (27 reviews)
Website: https://www.genesys.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:
Pros:
Cons:
Capterra Score: 4.5/5 stars (769 stars)
G2 Score: 4.4/5 stars (1593)
Website: https://www.intercom.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:
Pros:
Cons:
Capterra Score: 4.6/5 stars (1123 reviews)
G2 Score: 4.5/5 stars (691 reviews)
Website: https://www.livechat.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:
Cons:
Capterra Score: N/A
G2 Score: 4.2/5 stars (216 reviews)
Website: https://www.pega.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:
Pros:
Cons:
Capterra Score: 4.3/5 stars (19 reviews)
G2 Score: 5/5 stars (9 reviews)
Website: https://www.engati.com/
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:
Pros:
Cons:
Capterra Score: 4.5/5 stars (8 reviews)
G2 Score: 4.7/5 stars (10 reviews)
Website: https://www.smartkarrot.com/
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:
Pros:
Cons:
Capterra Score: 4.4/5 stars (39 reviews)
G2 Score: 3.6/5 stars (59 reviews)
Website: https://www.liveperson.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:
Pros:
Cons:
Capterra Score: 4.6/5 stars (633 reviews)
G2 Score: 4.4/5 stars (384 reviews)
Website: https://www.userlike.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:
Pros:
Cons:
Capterra Score: 4.7/5 stars (38 reviews)
G2 Score: 4.8/5 stars (4 reviews)
Website: https://www.froged.com/
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:
Pros:
Cons:
Capterra Score: 4.8/5 stars (18 reviews)
G2 Score: N/A
Website: https://notificare.com/
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.
Drift: 2020 State of Conversational Marketing [Free Report]
Gallup: Turning Customers Into True Believers
Microsoft: Global State Customer Service
Zendesk: Self-service: do customers want to help themselves?
Zendesk: Zendesk research: customer satisfaction
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 2024.
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 2024.
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.