We have listed 12 prominent customer engagement platforms with their best features and customer reviews for easy comparison. Find the right fit for your organization and start delivering personalized customer experiences right away. 3M, a global innovation powerhouse with operations in over 70 countries, needed a more unified and scalable approach to customer interactions — especially across its vast social media presence. Fragmented moderation efforts and inconsistent response workflows made it hard to deliver timely, brand-aligned experiences.
Marketers define the goal and the guardrails; the AI handles the continuous experimentation and learning at a scale no rules-based system can match. Second Dinner is the independent studio behind MARVEL SNAP, a fast-paced collectible card game. Sustaining player engagement long after launch is one of gaming’s hardest challenges.
A digital customer engagement strategy keeps context consistent across devices and touchpoints. Measuring customer engagement means resisting the pull of individual campaign performance. A single open rate or click-through tells you something, but it doesn’t tell you whether a customer is genuinely engaged with your brand over time.
CEMs regularly collect feedback through NPS, CSAT and CES surveys to track satisfaction and identify trends. Automation further helps scale engagement while keeping it personal, allowing CEMs to set up trigger-based touchpoints that provide timely support and resources. Customers are more likely to respond when messages – whether product updates, educational content or proactive check-ins – are relevant and well-timed. A Customer Engagement Manager (CEM) plays a key role in keeping customers engaged and connected to the business. For brands with active email programs, CTOR—the percentage of users who clicked a link after opening an email—is a reliable indicator of content relevance.
- For instance, you might send a customer an email to tell them that an item they liked on social media is now on sale or that a piece of clothing they previously purchased is now available in a new color.
- See where GTM execution breaks down and how top teams are using AI to turn strategy into measurable results.
- Core values like trust and empathy are high customer priorities when it comes to dealing with companies, so engaging customers with marketing and social media efforts that feel emotionally authentic is vital.
This can lead to increased customer retention rates and a boost in revenue. Collect data and understand what engagement looks like in your unique business. Explore what motivates customers to engage with you by collecting experience data from them via feedback and service channels. The chatbot builder is similarly strong—and notably more sophisticated than the usual decision-tree bots that crumble the moment a customer goes off-script. Intercom lets you create conversational experiences with branching paths, rich media (images, videos, GIFs), and triggered workflows based on user actions.
Deliver amazing experiences with the #1 platform for experience management across all customer interaction channels. Some platforms charge per user, others by message volume or contact database size. Be sure to factor in both base pricing and potential costs for add-ons, integrations, or increased usage.
Leverage Automation Without Losing Personalization
For example, Stanley Black & Decker implemented an omnichannel customer service approach and reaped the benefits. The company was able to centralize its customer data and provide quick, harmonious responses across all channels, increasing interactions by over 1,000 percent. The benefits of customer engagement include stronger relationships, higher customer loyalty, increased retention, valuable feedback, and greater customer lifetime value through repeat business and referrals.
Rewarding participation transforms passive consumers into engaged partners who provide feedback, create content, and advocate for your brand without being asked. Whether it’s leaving a review, referring a friend, or sharing a photo of your product, small incentives create powerful engagement loops. They want to participate, be heard, and feel connected to a community that shares their interests. When customers see your brand responding to comments, celebrating user stories, or addressing concerns publicly, they witness your values in action.
Together, they help reduce service costs, increase satisfaction, and keep the customer journey smooth and responsive. Whether you’re launching global campaigns or resolving customer issues, Sprinklr ensures your brand speaks with one voice — everywhere your customers are. Operate complicated full-service outsourcing initiatives to provide customers with enhanced value and help them accomplish their vital business goals.
The platform also enables precise case-agent mapping, ensuring that each customer is connected with the right agent for their needs. Sprinklr AI+ facilitates smart responses, allowing agents to provide quick and accurate answers to customer inquiries. This personalized approach helps brands build stronger connections with their customers, leading to higher satisfaction and brand loyalty.
Customer engagement management (CEM) is the process of designing, measuring, and optimizing customer interactions with your brand. It’s not just a single campaign or tool; instead, it’s a process that aligns strategy, people, and tech to drive loyalty. Continuously track the performance of your CEM strategy by monitoring key metrics such as customer satisfaction (CSAT), retention rates and engagement levels.
Leverage cutting-edge data analytics and segmentation techniques to tailor interactions on a one-to-one basis. Deliver personalized product recommendations, marketing messages, and content that resonate with individual preferences. His 25 years of experience leading various aspects of the customer experience including professional services, customer success, customer care, national operations, and sales. It is crucial to choose a CRM system that aligns with your business’s specific needs and goals. Seek options that offer features such as customer segmentation, communication automation, and analytics for measuring engagement success. Additionally, businesses should personalize their communication to cater to individual customer preferences.
Qualtrics unlocks the ability to proactively correct your missteps and plan future customer engagement activities – letting you can reap the benefits of fully engaged, loyal customers. Qualtrics helps you capture and analyze data from every customer touchpoint, allowing you to understand which interactions are increasing engagement and which are hurting it. No matter how many you have, the ratio should always be more positive than negative. Taking the time to address any issues flagged in negative reviews is a good way to ensure that new and existing customers see that you listen, encouraging more engagement with your brand. It should form part of your customer engagement strategy, but sales and renewals is not the only metric that matters. During the COVID-19 pandemic, the business empathised with the situation that many of its customers were going through with a tongue-in-cheek customer engagement campaign around the hashtag #coulduseabeer.
These strategies should be tailored to your customers’ needs and preferences, and should aim to deliver value and create positive experiences. They should also be flexible and adaptable, as customer needs and preferences can change over time. This is achievable through monthly sync meetings, where teams share new customer insights, recent support challenges, and what’s working in sales, marketing, and customer success content. Today, customer expectations are higher than ever, making engagement efforts even more challenging. They want brands to understand their industry, their role within it, the challenges they face, and what customer success looks like for their team.
Let customers know you care what they think and provide plenty of opportunities to be heard. A customer waits for hours on hold to a utilities company, and while the minutes pass, leaves a one-star review on a site like ReviewCenter or TrustPilot. In this scenario, they are not sharing their opinion with friends and family in their sphere of influence, but doing it anonymously.
By focusing on targeted marketing, loyalty programs, and effective communication, SMBs can create a positive customer experience and differentiate themselves from competitors. This feature captures, stores, and organizes detailed records of customer interactions, feedback, and history Sociality Limited LinkedIn across all touchpoints. It gives support, sales, and marketing teams a full view of each customer’s journey — including their preferences, past issues, and responses. With this context, businesses can offer more personalized and effective service. Real-time customer feedback and response involves actively collecting, analyzing, and acting on customer input as it happens. Instead of waiting for quarterly surveys, this approach uses tools like social media monitoring, live chat, and instant in-app prompts to address customer concerns and suggestions immediately.
They can’t account for the full complexity of individual customer behavior, and they require constant manual maintenance to stay relevant as audiences and conditions change. A well-designed onboarding experience reduces friction, builds confidence, and gives customers a reason to come back before the novelty wears off. In an increasingly digitalized world, customer engagement is a key factor in a company’s success. Even the most well-intentioned customer engagement strategies can fall short if they aren’t thoughtfully executed. Avoiding these common missteps can make the difference between meaningful engagement and customer fatigue. Customer satisfaction (measured as the KPI, CSAT) is a direct result of effective CEM.
What Is Customer Engagement? Definition, Importance, Model, Strategies, Marketing, And Examples
As engaged customers are more likely to respond positively to relevant upsell and cross-sell opportunities, leading to increased revenue. Developing a CEM strategy involves defining your customer engagement goals, identifying your target customers, understanding their needs and preferences, and designing strategies to engage them. This process should be iterative, with regular reviews and adjustments based on customer feedback and changing market conditions. When your customers are with you for the long haul, work with them to discover what increases their satisfaction and what efforts come up short.
However, while HubSpot’s ecosystem is well-developed, integrating it with certain third-party tools can be challenging and may require custom development or manual workarounds. For organizations already using HubSpot’s CRM and sales products, Marketing Hub fits naturally into existing workflows. Let’s talk about engagement platforms that help you automate and manage your marketing functions with comprehensive suites of features. Salesforce Service Cloud helps teams stay on top of every support case — from the first contact to final resolution. It comes with a call center-style interface that makes it easy to track, assign and manage incoming cases without missing a beat.
Best Customer Engagement Platforms In 2025 +user Reviews
Some predicted changes in customer engagement management include a shift towards proactive engagement, increased personalization, and the integration of social media as a key engagement channel. Data analytics tools can help businesses identify patterns, trends, and correlations in engagement data. By leveraging these insights, businesses can refine their engagement strategies and improve customer experiences.
This builds immense trust and reduces customer churn by solving problems they might not have even known were on the horizon. By getting ahead of issues, you minimize frustration and prove your brand is a reliable partner. Referrals are among the most important benefits of your customer engagement efforts. If you see customers referring your services to others, the engagement levels are high. In short, an engaged customer is a happy and loyal customer, who is likely to stay on board and recommend your services to their friends, family, on public forums, and other word-of-mouth channels.
Implementing effective customer engagement management requires having a robust system in place. This can involve investing in CRM software that allows businesses to track customer interactions, manage customer data, and automate engagement processes. A strong customer engagement platform should let you segment, trigger and personalize based on real-time behavior, not just historic data dumps. Role-based permissions, customer data redaction and visibility limits are must-haves for enterprise governance.
MAU counts the number of individual users who engage with an app or product within a given month, with each person counted once regardless of how many times they interact. Understanding how different customer engagement models operate can help brands identify the right strategic framework for their audience and goals. When brands can’t see their customers clearly, they can’t engage them effectively, and churn becomes an inevitable outcome. Customer engagement is important because expectations have fundamentally shifted.
Customers who feel heard, valued and understood are generally more satisfied with their experiences. newlineThis leads to positive feedback, higher net promoter scores (NPS) and stronger brand advocacy. Effective CEM solutions help businesses understand their customers’ journeys, tailor messages and offers and ultimately drive better results in terms of retention, conversion and revenue growth. There are several key customer engagement trends for organizations to ensure they optimize the customer experience to their target audiences. Some customers increasingly want a deeper emotional connection with the companies from which they buy products and services. Other customers just want the items that they purchase to work without any issues. In the operational context, CEM helps in streamlining processes and improving efficiency.