The 8 Best Customer Engagement Platforms in 2024
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You're not alone if you’re searching for the best customer engagement platform to help you build and nurture stronger relationships with customers. The market for customer engagement solutions is growing at an incredible pace, set to reach a value of $48.51 billion by 2032.
That’s because engaging customers and keeping them engaged is more challenging than ever. At a time when customers are overwhelmed by social media messages and emails, it takes a lot of work to consistently connect with your audience and earn their loyalty.
A customer engagement platform gives you all the tools you need to track, manage, and create interactive campaigns for your target audience. Today, we’re going to introduce some of the best platforms worth using in 2024 and beyond.
What is a Customer Engagement Platform?
Before we cover our top picks for the best customer engagement platform, it’s worth defining what these platforms do, and how you can assess your options. A customer engagement platform is a software solution that helps businesses to manage, analyze, and optimize customer journeys.
It provides a single environment for capturing and organizing customer data, as well as enabling companies to design personalized engagement campaigns.
Think of this software as your customer engagement command center, allowing you to enhance every stage of the customer journey intelligently. Although the exact features you look for in a customer engagement platform may vary, a few key areas to focus on include:
- Features: Advanced features, such as AI-powered tools for designing campaigns and analyzing metrics will help you to build more effective customer experiences.
- Integrations: The right customer engagement platform should integrate seamlessly with your existing systems, software, and customer data.
- Scalability: Choose a vendor that can scale with your business as customer needs and preferences evolve, and even allow you to explore new channels.
- User experience: Make sure the tools you choose are user-friendly and intuitive. The simpler it is to use your platform, the better your return on investment will be.
- Customer support: Select a vendor that works with you to create powerful campaigns and optimize the full benefits of the platform.
The 10 Best Customer Engagement Platforms
Since customer engagement platforms can come in many different forms, we created this list focusing on the diverse needs of various businesses and organizations. Let’s dive in.
- GENESISX: Best Customer Engagement Platform for Mobile Experiences
GENESISX is a revolutionary customer engagement platform designed to help businesses create personalized, engaging, and intelligent mobile journeys for customers. It gives companies an environment where they can access extensive customer data, and use it to create engagement-boosting experiences before, during, and after shopping experiences.
With GENESISX, you can leverage machine learning and AI to create highly targeted campaigns, based on the specific customers you want to reach. Plus, you’ll gain access to intuitive tools for creating immersive, interactive mobile content.
Leading companies have already achieved phenomenal success with this solution. For instance, Starbucks’ campaign with the GENESISX platform led to a 15% increase in sales.
- Sprinklr: Best for Customer Insights
AI-powered customer experience and engagement solution, Sprinklr helps companies to unify their data, customers, and employees in a single digital solution. The platform comes with four separate intelligent product suites for customer service, social media, marketing, and customer insights.
Together, these solutions help companies to learn more about their target audience, orchestrate on-brand global marketing campaigns across channels, and deliver intuitive service across multiple touchpoints. You can even create comprehensive customer profiles and share details with agents and marketing teams as they interact with your target audience.
Sprinklr also gives companies access to tools for collecting customer feedback and insights, making it easier to continually improve the customer experience based on qualitative and quantitative data.
- Twilio Engage: Best for Flexibility
Twilio Engage is an omnichannel marketing platform that promises to cut customer acquisition costs by up to 65%, with personalized experiences. The solution features built-in AI tools that leverage predictive analytics and machine learning to help you optimize your campaigns.
There’s a comprehensive customer journey-building tool, so you can map out every touchpoint you have with your customers and explore new ways to boost engagement. You can even create highly detailed personas for each segment of your target audience and add to them over time as you gather more feedback from consumers.
As a highly flexible platform, Twilio supports customer interactions across various channels, including SMS, email, and over 400 integration options. You can quickly add new channels to the mix without any coding knowledge and monitor every campaign from the same interface.
- Zendesk Sunshine: Best Automation
Part of a comprehensive suite of tools and services offered by the Zendesk brand, Zendesk Sunshine is a cloud-based CRM and customer engagement platform. It gives businesses a single environment where they can gather and analyze data about customer preferences and touchpoints.
Plus, Zendesk allows you to automate various engagement and outreach processes. For instance, you can design custom bots to reach customers with proactive notifications and product suggestions across multiple channels. You can even create your own custom applications.
Zendesk’s solution makes it easier to use your data, creating a single view of the customer so you can find better ways to reduce effort scores and friction points. However, it’s better suited to customer service and sales teams than marketing teams overall.
- Qualtrics XM: Best Unified Customer Engagement Platform
More than just a solution for enhancing customer engagement, Qualtrics XM is an all-in-one platform that supports strategy and research, customer and employee experience. The AI-powered platform enables companies to connect all of their data from multiple touchpoints and access intuitive recommendations on how to improve efficiency and results.
The dedicated “XM” solution for customer experience comes with plenty of advanced features, from customer journey optimization tools, to real-time analytics, and the ability to create custom chatbots. You can even access customer service focused tools for quality management and insights into agent productivity.
Qualtrics XM works with conversational data from more than 128 data sources and 27 channels, including video and voice calls, websites, apps, direct messages, and surveys. It also integrates with many tools, including Twilio, for SMS and WhatsApp campaigns.
- Intercom: Best AI-First Platform
Intercom is an AI-first platform designed for improving customer engagement and customer support experiences. The unified solution provides access to an intuitive intelligent bot, that can proactively reach out to customers with information across multiple channels, and answer common questions.
Although you’ll struggle to build comprehensive marketing campaigns with Intercom, you will gain access to various solutions that can help you learn more about your target audience, their needs, and preferences. You can also use Intercom to send outbound messaging campaigns to customers, create automated workflows, and design customer help desks.
Intercom works with a wide range of external apps and tools, and it’s ideal for keeping customers informed with proactive updates about products, services, and more.
- HubSpot: Best Universal Solution
The HubSpot Customer Platform is an AI-powered software kit that combines various features in HubSpot’s vast toolkit, including its Marketing, Sales, Service, Content, and Operation Hubs. The all-in-one platform offers a fantastic way to unify and consolidate customer data and interactions in a single digital environment.
HubSpot’s comprehensive platform helps connect front-office teams with a comprehensive view of the customer journey. Plus, it empowers you to automate a wide range of engagement methods, from reaching out to customers through bots to sending emails and messages.
You also get a fantastic range of analytical and reporting tools, so you can track every aspect of your engagement strategy and make informed decisions about growth.
- Klaviyo: Best for SMS and Email Campaigns
Another of the best customer engagement platforms with a heavy focus on AI technology, Klaviyo enhances customer engagement through automated and personalized email and SMS campaigns. It comes packed with useful tools for data analytics and customer segmentation. You can even use the platform to create dynamic content based on customer data.
With Klaviyo, companies can design interactive surveys, comprehensive marketing workflows, and personalized email templates to help showcase their brand personality. The platform is particularly well-suited to ecommerce companies too, thanks to its integration with Shopify.
Although Klaviyo's pricing can be a little high, it’s a good option if you want access to robust SMS and email capabilities, in-depth tracking reports, and seamless CRM integrations.
Choosing the Best Customer Engagement Platform
There’s no one-size-fits-all strategy to choosing the best customer engagement platform. Your ideal solution will depend on the method you’re using to engage and nurture your audience. If you’re looking for a way to take advantage of the growing demand for mobile experiences, however, GENESISX is the best choice.
With an intuitive range of features designed to help you optimize the shopping experience from pre-shop to post-shop, GENESISX can help you delight your audience wherever they are, increase sales, and gather valuable data for future campaigns.
Contact the GENESISX team today to find out more.
