In today's digitally interconnected landscape, the heartbeat of successful businesses isn't just the quality of their products or services; it's the depth of their connections with customers.
Customer engagement, no longer a buzzword, refers to all activities a business employs to increase brand awareness, build customer loyalty, and promote a positive customer experience. It encompasses every interaction, touchpoint, and experience a customer has with a brand—online, offline, across various platforms, and throughout the entire customer journey.
In an era where attention spans are fleeting and choices are abundant, the significance of robust customer engagement tools cannot be overstated.
From social media management platforms that facilitate real-time interactions to email communication tools that nurture personalized connections and drive targeted messaging, these diverse resources form the backbone of modern businesses' efforts to engage, resonate, and build enduring relationships with their audience.
What are Customer Engagement Tools?
Customer engagement tools are software solutions designed to help businesses interact with their customers in a more effective, efficient, and meaningful way. These tools can vary widely in their specific functionalities but generally serve the purpose of improving customer interactions, building customer relationships, and enhancing customer experience.
Categories of Customer Engagement Tools
Social Media Management
Platforms enabling businesses to schedule posts, engage with customers, and analyze metrics across social networks like Facebook, Instagram, Twitter, and LinkedIn.
CRM Systems
Tools for managing customer data, tracking interactions, and optimizing communication to personalize interactions and streamline sales and service processes.
Email Marketing Software
Solutions facilitating targeted email campaigns, automation, and personalized messaging to nurture leads and retain customers.
Customer Feedback and Survey Tools
Platforms to collect, analyze, and act upon customer feedback, fostering a responsive and customer-centric approach.
Live Chat and Chatbots
Real-time communication tools that offer instant support, guidance, and information to website visitors, improving customer service efficiency.
Personalization and Recommendation Engines
Algorithms and tools leveraging data to personalize content, product recommendations, and experiences for individual customers.
Key Features of Effective Customer Engagement Tools
Data Analytics and Insights
Tools that provide comprehensive data analysis, helping businesses understand customer behaviors, preferences, and pain points.
Integration Capabilities
Seamless integration with other systems and platforms to ensure a unified view of customer interactions across channels.
Automation and Personalization
Features enabling automation of routine tasks and personalization of interactions to cater to individual customer needs.
Scalability and Flexibility
Tools that can adapt to a business's evolving needs and scale, accommodating growth without compromising efficiency.
How Customer Engagement Tools Benefit Your Business?
Enhanced Customer Experience
By facilitating personalized interactions and timely responses, these tools elevate the overall customer experience, leading to increased satisfaction and loyalty.
Improved Customer Retention
Engaging customers at different touchpoints and providing valuable, tailored experiences often leads to higher retention rates and increased customer lifetime value.
Data-Driven Decision Making
Leveraging insights from these tools empowers businesses to make informed decisions, optimize strategies, and tailor offerings to meet customer demands effectively.
Increased Efficiency and Productivity
Automation of tasks and streamlined processes through these tools often results in increased efficiency which allows teams to focus on high-value activities.
21 Customer Engagement Tools You Should Try
After conducting comprehensive research, we've curated a list of 21 top-tier tools designed to elevate customer engagement.
Evaluate their features against your specific requirements to discover the ideal solution tailored to your needs.
Without further ado, let’s jump right in and explore these tools:
1 - Storyly
Created by the founders of FT500 and Inc5000 company AppSamurai in 2020, Storyly enables a new, full-screen, personalized, shoppable and interactive channel for user engagement: Stories in mobile apps and on websites. With Storyly, businesses elevate their overall digital experience to drive greater engagement, interaction and loyalty, increase their conversion rates and bring in more sales.
Storyly’s strength lies in certain factors such as being mobile first, a vast capability set including personalized, shoppabbe and interactive experiences, robust, multi-platform supported SDK, and a strong-tech ecosystem partner network.
Features:
- Interactive Shopping: Shoppable Stories enabling end users to go through the whole discovery to purchase experience without leaving the Story experience.
- Personalization: Personalized experiences delivered to users at scale.
- Audiences: Impactful messaging by targeting customers with more relevant Stories
- CMS System: An intuitive all-in-one platform to design, manage and organize your Stories
Pros:
- Fast Time to Value: Once integrated, Storyly generates insights and creates engagement from day 1 thanks to a high adoption rate.
- Flexible and Intuitive CMS System: Offers an intuitive management and monitoring system that requires minimal onboarding. Easy to learn and manage.
- Strong Analytics: Provides valuable data on user behavior within Stories, even in the form of zero-party data, with interactive stickers.
Cons:
- Initial Learning Curve: Mastery of features may take time for new users.
- Requires effort: Keeping it active may require regular content efforts. Automation features, and social media import options may provide a solution here.
Pricing:
Storyly offers various pricing plans, including Starter, Pro, and Enterprise. They vary based on the specific features and usage requirements of businesses.
2 - Braze
Braze, previously known as Appboy, emerged in 2011 as a customer engagement platform that creates personalized experiences across multiple channels.
This platform focuses on customer lifecycle engagement, retention, and behavior-based messaging, leveraging analytics and AI-powered insights to drive tailored interactions.
Braze stands out due to its ability to offer a comprehensive suite of marketing automation tools and data-driven insights, making it indispensable for businesses seeking to enhance customer experiences.
Features:
Omnichannel Messaging: Facilitates personalized interactions across various platforms.
AI-Powered Insights: Provides advanced analytics for customer segmentation and targeting.
Lifecycle Engagement: Streamlines campaigns for enhanced customer experiences.
Pros:
Robust Analytics: Offers in-depth data analytics for informed campaigns.
Advanced Personalization: Allows tailored communication for diverse audience segments.
Multi-Channel Communication: Facilitates engagement across multiple touchpoints.
Cons:
Steep Learning Curve: Can be challenging for beginners.
Complex Setup: Advanced features may require additional expertise.
Pricing:
Braze offers custom pricing tailored to specific business needs and requirements.
3 - Clevertap
Clevertap, established in 2013, is a customer engagement platform specifically catering to mobile app engagement and retention. It offers robust analytics, personalized messaging, and behavioral segmentation, primarily aimed at driving user engagement within mobile applications.
Clevertap's specialization in mobile app analytics and user engagement is why it's featured here. Its user-friendly interface and focus on mobile-specific strategies make it an essential tool for businesses targeting mobile users.
Features:
- Customer Data and Analytics: Provides comprehensive insights into mobile user behavior.
- Personalized Messaging: Enables targeted push notifications and in-app messages.
- Enhanced Experimentation: Allows real-time experimentation to continuously test and optimize customer lifecycle.
Pros:
- User-Friendly Interface: Easy to navigate and set up campaigns.
- Effective User Engagement Tools: Empowers targeted messaging for mobile users.
- In-depth Mobile Analytics: Offers detailed insights into user actions.
Cons:
- Integration Limitations: May have constraints in integrating with certain platforms.
- Feature Limitations: Advanced features might be limited in lower-tier plans.
Pricing:
Clevertap offers a free trial. Its paid plans include Essentials at $75/month and Advanced and Cutting-Edge plans with additional features.
4 - MoEngage
MoEngage, founded in 2014, is a full-stack marketing automation solution. It offers a suite of tools focusing on analytics, personalized messaging, and campaign automation to drive user engagement and retention.
Moengage's emphasis on mobile app and web engagement, coupled with its AI-driven personalization and analytics, make it an optimal choice. Its strength lies in delivering hyper-personalized experiences, a vital aspect in modern customer engagement.
Features:
- AI-Powered Campaign Optimization: Optimize user interactions and create a tailored experience for them.
- Cross-Channel Campaigns: Facilitates engagement across multiple platforms.
- Behavioral Analytics: Offers insights into user behavior and preferences.
Pros:
- AI-Driven Insights: Provides actionable data for effective campaigns.
- Seamless Integration: Easy integration with various platforms.
- Advanced Personalization: Allows for highly targeted messaging.
Cons:
- Complex Setup: Setting up advanced features may require technical expertise.
- Pricing Concerns: Costs may escalate with increased usage and features.
Pricing:
Moengage offers Standard, Growth, and Enterprise plans based on specific business requirements.
5 - Airship
Airship, established in 2009, is a customer engagement platform specializing in mobile app messaging and user experience optimization. It provides tools for personalized messaging, automation, and real-time interactions.
From app store optimization to customer journey orchestration, Airship optimizes every stage of the mobile app lifecycle.
Features:
- Real-Time Messaging: Enables timely and personalized notifications.
- Automation Workflows: Facilitates automated campaigns based on user behavior.
- A/B Testing: Allows for testing different message variations for optimization.
Pros:
- Efficient User Engagement: Drives engagement within mobile apps.
- Real-Time Interactions: Offers timely and relevant messages.
- Robust Automation: Streamlines campaign management.
Cons:
- Costly for Some: Pricing might be higher for additional features.
- Learning Curve: Mastery of advanced features may require time.
Pricing:
Airship offers three types of pricing models. They are App Experience Platform (starting at $25K/year), Mobile Data Hub, and Success Packages.
6 - Iterable
Iterable, launched in 2013, is a customer engagement and marketing automation platform. It specializes in cross-channel campaigns, personalized messaging, and customer segmentation to drive user engagement and conversions.
Iterable's strength lies in its ability to orchestrate targeted campaigns across various channels including SMS, email, web, and app.
Features:
- Cross-Channel Campaigns: Facilitates personalized campaigns across platforms.
- Behavioral Segmentation: Enables precise audience targeting.
- A/B Testing and Optimization: Allows for campaign refinement.
Pros:
- Robust Cross-Channel Capabilities: Facilitates seamless multi-platform campaigns.
- Effective Personalization: Allows for highly targeted messaging.
- Data-Driven Insights: Provides actionable analytics for campaign optimization.
Cons:
- Complex Setup: Setting up comprehensive campaigns may be intricate.
- Advanced Features in Higher Tiers: Full utilization might require higher-tier plans.
Pricing:
Iterable offers custom pricing based on specific business requirements and usage levels.
7 - Salesforce Marketing Cloud Engagement
Salesforce Marketing Cloud, including its engagement features, offers a comprehensive suite of tools for personalized marketing campaigns, customer journey mapping, and analytics. It empowers businesses to create targeted campaigns across various channels.
Salesforce Marketing Cloud is a prominent choice due to its ability to deliver personalized campaigns at scale and increase customer lifetime value.
Features:
- Email Marketing Automation: Personalized email campaigns and journey builders.
- Social Media Management: Tools for managing social media engagements and campaigns.
- AI-Powered Analytics: Insights-driven decision-making for optimization.
Pros:
- Comprehensive Suite: Offers a wide array of engagement tools.
- Data-Driven Campaigns: Utilizes data for targeted marketing.
- Scalability: Suits both small businesses and enterprises.
Cons:
- Steep Learning Curve: Mastery of advanced features may take time.
- Costly: Pricing can be prohibitive for smaller businesses.
Pricing:
Salesforce Marketing Cloud pricing starts with Pro at $1,250/month. Its Corporate plan costs $4,200 and its Enterprise plan includes customized features for specific business requirements and usage.
8 - Insider
Insider, introduced in 2012, is an AI-powered Growth Management Platform that specializes in personalized experiences, predictive segmentation, and marketing automation to drive engagement and conversions.
Insider's AI-driven personalization and predictive capabilities make it a compelling choice. Its strength lies in providing hyper-personalized experiences that drive customer engagement.
Features:
- Predictive Segmentation: AI-driven customer segmentation for targeted campaigns.
- Personalized Experiences: Tailored content delivery based on user behavior.
- Multichannel Marketing Automation: Facilitates automated campaigns across channels.
Pros:
- AI-Powered Segmentation: Drives precise targeting and personalization.
- Omnichannel Engagement: Ensures consistent user experiences.
- Robust Analytics: Provides actionable insights for optimization.
Cons:
- Complex Setup: Setting up AI-driven campaigns may require expertise.
- Pricing: Cost may scale with additional features and usage.
Pricing:
Insider offers custom pricing based on specific business requirements and usage.
9 - One Signal
OneSignal, established in 2014, is a customer engagement platform specializing in push notifications, in-app messaging, and email marketing. It enables businesses to reach users across various platforms.
OneSignal's focus on push notifications and in-app messaging makes it a valuable tool.
Features:
- Push Notifications: Reach users with targeted and timely notifications.
- In-App Messaging: Engage users while they are using the app.
- Email Marketing Integration: Syncs email campaigns for cohesive engagement.
Pros:
- Real-Time Engagement: Delivers timely and relevant notifications.
- User Segmentation: Targeted messaging based on user behavior.
- Scalable: Suits businesses of various sizes.
Cons:
- Limited Channel Support: Focused primarily on push notifications.
- Feature Restrictions: Advanced features might be limited in lower-tier plans.
Pricing:
OneSignal offers a free tier with limited features. Its other plans include Growth (starting at $9/month), Professional (at $99/month) and Custom plan for advanced features and higher usage.
10 - Listrak
Listrak, launched in 1999, is a digital marketing platform used by 1,000+ retailers and brands. Through seamless cross-channel orchestration, it offers personalized email marketing, SMS campaigns, and customer insights. It specializes in driving engagement through targeted messaging. Listrak's expertise in email marketing and customer insights makes it a crucial tool.
Features:
- Personalized Email Campaigns: Tailored messaging for effective engagement.
- Behavioral Triggers: Automation based on user behavior and preferences.
- SMS Marketing Integration: Syncs SMS campaigns for comprehensive engagement.
Pros:
- Effective Email Personalization: Drives engagement through tailored content.
- Behavioral Automation: Automates campaigns based on user actions.
- Actionable Insights: Provides data-driven insights for optimization.
Cons:
- Learning Curve: Setting up comprehensive campaigns may take time.
- Pricing: Costs may escalate with additional features and usage.
Pricing:
Listrak offers custom pricing based on specific business requirements and usage levels.
11 - Adobe Marketo Engage
Adobe Marketo Engage, part of Adobe's suite, is a robust B2B marketing automation platform focused on lead management, email marketing, and campaign optimization.
Adobe Marketo Engage provides a comprehensive suite of tools for end-to-end marketing campaigns.
Features:
- Lead Management: Tools for managing and nurturing leads.
- Email Marketing Automation: Personalized email campaigns and analytics.
- Campaign Optimization: Insights-driven optimization for campaign performance.
Pros:
- Comprehensive Marketing Suite: Offers a wide range of marketing tools.
- Lead Nurturing: Facilitates lead management and nurturing campaigns.
- Scalability: Suits both small businesses and enterprises.
Cons:
- Complexity: Mastery of advanced features may require time.
- No CRM: Doesn’t have a built-in CRM
- Pricing: Costs can be high, especially for smaller businesses.
Pricing:
Adobe Marketo Engage pricing is based on specific business requirements and usage.
12 - Emarsys
Emarsys, founded in 2000, is a customer engagement platform specializing in omnichannel marketing automation, AI-driven personalization, and customer data analytics.
Emarsys stands out for its comprehensive suite of tools that help marketers build, launch, and scale personalized cross-channel campaigns.
Features:
- Omnichannel Marketing Automation: Facilitates campaigns across various channels.
- AI-Powered Personalization: Customizes content based on user behavior and preferences.
- Customer Data Analytics: Provides actionable insights for marketing strategies.
Pros:
- Personalized Campaigns: Drives engagement through tailored content.
- Scalability: Suits businesses of various sizes and industries.
- AI-Driven Insights: Leverages AI for predictive analytics and insights.
Cons:
- Complex Setup: Implementing advanced features might require expertise.
- Costly: Pricing may be prohibitive for smaller businesses.
Pricing:
Emarsys provides pricing details on request.
13 - Bloomreach
Bloomreach, established in 2009, is an AI-powered digital experience platform that focuses on personalized search, merchandising, and content management for e-commerce businesses.
Bloomreach is chosen for its expertise in providing personalized and optimized digital experiences. It leverages AI for enhanced customer journeys.
Features:
- Personalized Search: Enhances search results based on user behavior.
- Merchandising Optimization: Optimizes product displays for increased sales.
- Content Management: Manages and optimizes digital content for better engagement.
Pros:
- Enhanced Customer Journeys: Offers personalized experiences for users.
- AI-Powered Optimization: Leverages AI for content and search optimization.
- E-commerce Focus: Tailored for the needs of online retail businesses.
Cons:
- Complex Integration: May require adaptation to existing e-commerce platforms.
- Cost Consideration: Pricing might not suit smaller e-commerce businesses.
Pricing:
Bloomreach provides custom pricing based on the specific needs and scale of businesses.
14 - Attentive
Attentive is a personalized conversational marketing platform designed for eCommerce brands. It leverages SMS marketing strategies to engage customers through personalized communication.
Attentive stands out due to its focus on mobile messaging for e-commerce. Its strength lies in using SMS as a direct and effective channel for customer engagement.
Features:
- Personalized SMS Campaigns: Tailors messages based on customer preferences.
- List Segmentation: Allows for targeting specific customer segments.
- Automation: Automates message delivery based on customer actions.
Pros:
- Direct Engagement: Reaches customers directly through their mobile devices.
- Personalization: Tailors messages for improved customer connections.
- Automation Efficiency: Streamlines communication through automated workflows.
Cons:
- Potential Oversaturation: Excessive messaging might lead to user fatigue.
- Regulatory Compliance: Requires adherence to SMS marketing regulations.
Pricing:
Attentive offers custom pricing based on specific business needs and messaging volume.
15 - Klaviyo
Klaviyo, founded in 2012, is an email marketing platform tailored for eCommerce businesses. It specializes in personalized email campaigns, segmentation, and automation, aiming to help businesses drive sales and foster customer relationships through targeted messaging.
Klaviyo's focus on eCommerce-specific email marketing strategies makes it an essential tool for businesses in the online retail space. Its user-friendly interface and robust automation capabilities enable businesses to create personalized campaigns and drive conversions.
Features:
- E-commerce Integration: Seamlessly integrates with various e-commerce platforms for data-driven marketing.
- Personalized Email Campaigns: Enables tailored messaging based on customer behavior and preferences.
- Analytics and Reporting: Provides detailed insights for campaign performance tracking and optimization.
Pros:
- Powerful eCommerce Integration: Offers seamless connectivity with leading eCommerce platforms for enhanced marketing strategies.
- Effective Personalization: Facilitates tailored messaging resulting in improved customer engagement and conversion rates.
- Comprehensive Analytics: Delivers actionable insights to refine and optimize marketing efforts.
Cons:
- Learning Curve: Might require some time to fully explore and utilize its advanced features.
- Complex Segmentation: Advanced segmentation options could be overwhelming for beginners.
Pricing:
Klaviyo's pricing is based on the number of contacts/subscribers. It offers a free plan for up to 250 contacts and paid plans starting at $45/month for 1,001 to 1,500 contacts, with pricing scaling based on the number of subscribers.
16 - Yotpo
Yotpo, launched in 2011, is a customer retention marketing platform specializing in user-generated content, reviews, and visual marketing tools for eCommerce businesses.
Yotpo is chosen for its focus on leveraging user-generated content for enhanced engagement.
Features:
- User-Generated Content: Collects and displays user-generated content for marketing.
- Reviews and Ratings: Gathers and showcases customer reviews and ratings.
- Visual Marketing Tools: Enhances visual content to drive engagement.
Pros:
- Social Proof: Leverages user-generated content for credibility and engagement.
- Reviews and Ratings: Provides transparency and aids in purchasing decisions.
- Visual Appeal: Enhances visual content for better engagement.
Cons:
- Customization Complexity: Setting up tailored campaigns might require expertise.
- Pricing Consideration: Higher-tier plans might be expensive for smaller businesses.
Pricing:
Yotpo offers a Free plan. Its Growth plan starts at $15/month and its Prime plan starts at $119/month. It also offers Premium and Enterprise plans for specific business requirements and usage levels.
17 - WebEngage
WebEngage, founded in 2010, is a user retention platform specializing in omnichannel marketing automation, personalization, and analytics for businesses across various industries.
WebEngage offers omnichannel engagement and creates hyper-personalized experiences.
Features:
- Omnichannel Marketing: Facilitates personalized campaigns across multiple channels.
- Behavioral Analytics: Analyzes user behavior for targeted campaigns.
- Journey Orchestration: Maps customer journeys for enhanced engagement.
Pros:
- Omnichannel Capabilities: Drives consistent user experiences across channels.
- Behavioral Analytics: Utilizes data for precise targeting and personalization.
- Comprehensive Insights: Provides actionable data for campaign optimization.
Cons:
- Implementation Complexity: Advanced features might require technical expertise.
- Pricing Structure: Cost considerations for businesses with specific budget constraints.
Pricing:
WebEngage offers custom pricing based on specific business requirements and usage levels.
18 - Movable Ink
Movable Ink, established in 2020, is a personalized content platform focused on creating dynamic and contextually relevant visuals for marketing campaigns. It delivers engaging visuals to enhance customer engagement.
Features:
- Dynamic Visuals: Creates personalized and real-time visuals.
- Contextual Content: Customizes content based on user behavior.
- Real-Time Adaptation: Adjusts content in response to user interactions.
Pros:
- Engaging Visuals: Increases customer engagement through dynamic content.
- Personalization: Creates tailored visuals for individual users.
- Real-Time Updates: Ensures relevancy with dynamic content changes.
Cons:
- Resource Intensive: Advanced features might require additional resources.
- Learning Curve: Mastery of tools may require time and training.
Pricing:
Movable Ink offers custom pricing based on specific business requirements and usage levels.
19 - Mixpanel
Mixpanel, launched in 2009, is an analytics platform that focuses on tracking user interactions on web and mobile applications. It helps businesses analyze user behavior, measure engagement, and make data-driven decisions to optimize customer experiences.
Mixpanel stands out for its emphasis on analyzing user behavior across various platforms. It provides detailed insights into how users interact with applications, enabling businesses to improve engagement strategies.
Features:
- Event Tracking: Monitors user interactions and events within applications.
- Funnel Analysis: Evaluates the user journey to identify drop-off points.
- Retention Analytics: Measures user retention and engagement over time.
Pros:
- Granular Insights: Offers detailed data on user actions and behaviors.
- Segmentation Capabilities: Allows for the analysis of specific user groups.
- Customizable Dashboards: Tailors data views for personalized analysis.
Cons:
- Learning Curve: Mastery of the platform may require familiarity with analytics tools.
- Data Interpretation: Requires understanding and interpretation of analytics data.
Pricing:
Mixpanel offers a free plan. Its various pricing tiers include Growth at $20/month, Enterprise at $833/month, and custom plans tailored to specific business needs.
20 - Dynamic Yield
Dynamic Yield, launched in 2011, is a personalization platform that optimizes customer experiences across web, mobile, and email channels.
Dynamic Yield provides a unified operating system that leverages data to create relevant and consistent interactions.
Features:
- AI-Powered Recommendations: Offers personalized product recommendations.
- Dynamic Content: Adjusts website content based on user behavior.
- A/B Testing: Allows for testing and optimization of various content versions.
Pros:
- Personalization at Scale: Offers tailored experiences for each user.
- Real-Time Optimization: Adapts content dynamically as users interact.
- Data-Driven Insights: Provides actionable data for campaign optimization.
Cons:
- Complex Implementation: Requires integration and setup for full functionality.
- Resource Intensive: Advanced features might need additional resources.
Pricing:
Dynamic Yield offers custom pricing based on specific business requirements and usage levels.
21 - Twilio
Twilio, established in 2008, is a cloud communications platform offering APIs for building messaging, voice, and video applications.
Twilio provides developers with the tools to build customizable communication solutions.
Features:
- Messaging APIs: Enables SMS, MMS, and messaging app integration.
- Voice & Video: Facilitates voice and video communication within apps.
- Developer-Friendly: Offers APIs for custom communication solutions.
Pros:
- Versatile Communication: Supports various communication channels.
- Customization: Allows developers to create tailored communication solutions.
- Scalability: Suits businesses of different sizes and industries.
Cons:
- Technical Expertise: Building custom solutions might require developer skills.
- Cost Considerations: Pricing might not suit smaller businesses.
Pricing:
Twilio offers usage-based pricing for its communication APIs based on message or call volumes.
Conclusion:
In today's dynamic business landscape, customer engagement stands as the cornerstone of sustainable growth and success. The array of customer engagement tools showcased above exemplifies the diverse solutions available to businesses aiming to foster meaningful connections and experiences with their audience.
As we move into the future, the evolution of these tools will continue to redefine how businesses engage, connect, and build enduring relationships with their customers.
Embracing the innovation and power within these tools will be essential in shaping exceptional customer experiences that drive business success.
