The Top 10 Customer Engagement Solutions

Freshworks’ Customer Service Suite is a customer service software that focuses on omnichannel support and ticketing. It features an easy-to-use interface and generative AI technology, designed to offer efficient and personalized customer service experiences.

With the Freshworks Customer Service Suite, agents can view all customer interactions in one place, enabling them to provide personalized service instantly. The platform also offers lots of AI-powered self-service opportunities, starting with its Freshbots. Powered by Freddy Self Service, these bots assist in automating self-service across various channels, thereby minimizing wait times and enhancing resolution rates. This level of automation allows customer service teams to devote their resources to more critical tasks. Additionally, Freddy Copilot is the platform’s always-on assistant, suggesting responses, recommending actions, and summarizing events. But Freshworks doesn’t just use AI for self-service; Freddy Insights, another feature, leverages generative AI to analyze performance data for productivity optimization and to identify potential issues proactively. Freshworks’ suite also bolsters collaboration amongst teams, providing them a platform to quickly resolve customer issues. Its advanced ticketing system keeps all information centralized, ensuring smooth progress tracking without any miscommunication or dropped tasks.

What sets Freshworks apart is its powerful AI-driven workflow automations that simplify operations, enhance efficiency, and support excellent customer service. With over 1,200 integrations, the suite offers fast deployment, allowing businesses to see impactful results within weeks.

Intercom is a comprehensive, all-in-one customer service platform offering a Helpdesk, an AI Chatbot, and Proactive Support software. This platform provides direct communication channels with customers via your application or website and enhances customer engagement.

Intercom’s key features include in-product messaging, powerfully utilized first-party data, multi-channel engagement, and seamless integration possibilities with over 350 CRM systems, tools, and databases. The platform facilitates the creation of unique customer experiences without any coding requirement, coupled with features such as split-testing, advanced targeting, real-time reporting, and extensive security compliance, including GDPR, SOC 2, and HIPAA. The software provides various automated capabilities to streamline tasks like routing and closing conversations. It uses robust APIs to connect customer data for a personalized experience and enhances self-help mediums by linking your help center across multiple platforms. It also lends itself to brand customization, providing options to manage multiple help centers from one workspace.

With an array of features including real-time reporting, leveraging data for customer segmentation and priority setting, and ML-generated conversational insights, Intercom stands out as a complete and responsive customer engagement solution. The platform offers over 450 applications, enables low-code and custom integrations, and maintains an open developer audience with comprehensive documentation and community resources.

Microsoft Dynamics 365 Customer Service is a comprehensive software platform that assists businesses with customer service, self-service, service operations, and customer relations. The platform has a strong focus on AI. Its integrated Copilot functionality assists in diagnosing and troubleshooting issues, aiding customer service agents in drafting responses. Dynamics 365 Customer Service also utilizes sentiment analysis, translations, and transcriptions alongside AI-recommended informational articles to increase efficiency.

Dynamics 365 Customer Service focuses on self-service capabilities, utilizing intelligent, conversational AI-powered bots and voice responses to expedite dealing with customer concerns. This software also enhances customer interaction by facilitating communication in a customer’s preferred language, while simultaneously providing real-time translation. For service operations, Dynamics 365 Customer Service offers an omnichannel insights dashboard that combines AI-driven conversation analysis, channel analytics, and KPIs in a single location. Over 1,000 prebuilt flows and custom data connectors eliminate manual processes, streamlining operations. For customer connections, the software manages customer requests from various channels, uses voice and behavioral recognition for quick customer identification, and delivers AI-monitored, personalized responses.

Dynamics 365 Customer Service employs Microsoft Copilot for more efficient AI-powered activities and brings together organizational data from diverse sources. It also encourages productivity by fostering collaboration and information sharing, including in Microsoft Teams and Microsoft 365. As a component, Dynamics 365 Customer Service adapts quickly to changing needs through Microsoft Power Platform’s low-code tools. Essentially, Microsoft Dynamics 365 Customer Service harnesses AI and real-time insights to cultivate an effective, customer-focused business environment.

Oracle CrowdTwist Loyalty and Engagement platform enables businesses to connect with their valued customers by establishing personalized loyalty and reward programs. The platform aims to bolster profitability, strengthen customer relationships, and enhance customer loyalty.

With Oracle CrowdTwist, users are presented with customizable loyalty program designs to shape customer retention strategies according to their unique brand objectives. The platform extends functions that allow for the establishment of member households, assisting businesses to devise robust programs by enabling members to amalgamate points with family or friends. Additionally, Oracle CrowdTwist offers out-of-the-box widgets for the swift launch and scalability of customer loyalty programs. Businesses can compile extensive customer data and build 360-degree customer profiles during each interaction, integrating elements like brand engagement, social influence, and expenditure. This data is subsequently used to personalize business offerings, thereby improving customer engagement. The platform also allows businesses to amass actionable customer data across a variety of channels, providing crucial insights to deepen customer relationships. Oracle CrowdTwist offers a range of further features such as nonpurchase activities and gamification to extend customer interactions beyond transactions, which helps understand what motivates purchases. The platform also offers integration with Responsys Campaign Management to create personalized, targeted marketing campaigns by using real-time customer loyalty data.

With Oracle CrowdTwist, businesses can manage distinct audiences, connect with customers through personalized loyalty campaigns, offer tailored loyalty experiences, and drive downstream marketing initiatives—all based on member behavior, data, and tier status. Finally, the platform is equipped with reward program management and analytical tools, providing businesses with insights into loyalty campaigns, member behavior, and spending habits.

Pega Customer Decision Hub is a platform that centers on enhancing customer experience by unifying data, analytics, and communication channels into one seamless journey. It collects real-time data from each customer interaction, which it then aligns with the client’s full interaction history to provide timely, context-based recommendations. This enables the use of varying tactics such as selling, serving, retaining, and nurturing, depending on the market condition and customer demands.

Pega Customer Decision Hub harnesses the power of AI to predict customer needs by analyzing signals generated during customer engagement. This enables the provision of personalized recommendations based on an evaluation of all available options. The Pega Customer Decision Hub also includes Next-Best-Action Advisor and Next-Best-Action Designer. These tools provide agents with real-time, context-based insights and allow for the configuration and control of one-to-one decisions strategies, respectively. Additionally, Pega’s Paid Media Manager integrates first-party data into platforms such as Google, Facebook, and LinkedIn to optimize advertisement targeting and effectiveness.

For improved user experience, the platform offers real-time containers to integrate next-best actions directly into online content, customizing the user experience. Pega’s platform has been trusted for efficiency and speed by leading organizations worldwide, serving millions of customers across multiple channels, all within fractions of a second. At its core, Pega Customer Decision Hub facilitates one-to-one customer engagement, encouraging the growth of lasting customer relationships.

Salesforce Experience Cloud is a dynamic customer engagement platform that aims to foster an active community environment. It is equipped with tools for recognizing and rewarding the most engaged members, deriving value from data, and integrating business processes. This enables team members to build safe, engaging digital experiences quickly using prefabricated apps and simple web tools.

Salesforce Experience Cloud grants customers access to create and escalate support cases, as well as the ability to qualify leads and update opportunities. It facilitates personalized recommendations based on individual interests, needs, and behavior, inviting more active community participation. In terms of customization and branding, Salesforce Experience Cloud can be tailored to reflect your company’s brand, extending digital experiences to include interactive extensions of the brand. The platform is also mobile-friendly, enabling collaboration and access from any device. Another notable feature is the “Lightning Bolt”, which allows the rapid creation of experiences and portals that sync seamlessly with Salesforce.

Salesforce Experience Cloud promotes internal collaboration with Chatter Collaboration where employees can converse on projects, search for experts, and stay updated. Knowledge features within the platform enable easy access to helpful content such as articles and FAQs. Finally, the platform helps streamline e-commerce, with the ability to create new purchasing opportunities via integration of your e-commerce platform.

SAP Emarsys Customer Engagement is a marketing solution offered by SAP Customer Experience. The platform delivers an omnichannel approach to customer engagement, fostering personalization and real-time interactions at scale. It’s designed to increase customer lifetime value by encouraging customer loyalty and frequent purchases through highly personalized, omnichannel marketing engagements.

SAP Emarsys Customer Engagement offers an array of capabilities including an integrated data layer that unifies sales, marketing, and customer data. It also provides a personalization engine that uses artificial intelligence to generate fresh insights and facilitate cross-channel interaction. It incorporates marketing automation features for executing both simple, single-channel campaigns and sophisticated, cross-channel customer journeys. Additional features of SAP Emarsys Customer Engagement include built-in intelligence, analytics, and reporting capabilities that assist in measuring the impact of marketing on business results and predicting potential campaign performance. The platform also offers more than 60 pre-established strategies and tactics tailored to different industries. As part of the SAP portfolio, the solution integrates smoothly with the front-to-back office technology stack offered by SAP and includes built-in marketing analytics tools.

Finally, for B2B companies, SAP Emarsys Customer Engagement offers an account engagement option that aids in sales support through collaborative marketing campaigns, omnichannel marketing automation, an integrated customer view across departments, prebuilt B2B tactics, and accurate reporting of marketing impacts on revenue.

ServiceNow is a comprehensive platform that aids in enhancing overall customer service experiences through automation, AI, as well as the options for proactive or self-service support. It encourages efficiency and the delivery of streamlined services in various organizational structures.

The ServiceNow platform, designed to cater to customer service needs, compiles all necessary components for smooth service operations. It includes a service catalog, workforce optimization, process mining, a virtual agent, AI search, predictive intelligence, a process automation designer, a Configuration Management Database (CMDB), and generative AI. One of ServiceNow’s standout features is its ability to automate processes, identify and resolve process bottlenecks, and integrate fragmented systems into a unified view. This results in faster and more consistent outcomes. It also offers AI-powered self-service to customers, supplying agents with intuitive guidance to reduce problem resolution times. ServiceNow also brings improvements to work scheduling and planning, providing field agents with the necessary tools and information to get the job done right on their first visit.

In summary, ServiceNow is a flexible platform that leverages automation and artificial intelligence to enhance customer support and operational efficiency across an organization.

Zendesk Sell is an integrated sales CRM designed to increase productivity and enhance customer understanding through data-driven decision-making. It includes built-in sales engagement tools for lead list generation and outreach automation, enabling immediate contact with potential clients.

Zendesk Sell provides vast prospecting capabilities, offering access to over 44 million businesses and 350 million prospect records for instant opportunity discovery. Users can narrow down leads using filters such as industry, geographical location, and job title. The platform streamlines automated and personal communications through email sequences, customized templates, and unique touch-point cadences. Zendesk Sell also features enrichment tools for revitalizing previous leads and updating contact information. Bulk enrichment could significantly smooth out the enrichment process. An email integration feature allows for work efficiency enhancements via alerts, templates, and automatic tracking. The CRM also provides engagement tools for targeted prospect lists and customized email sequences for lead follow-ups.

Zendesk Sell offers centralized data management, keeping leads, contacts, and account information uniformly in one place. Zendesk Sell also integrates with Zendesk Support for more comprehensive data exchange across sales and support teams. Additional productivity and performance tracking features include pipeline analysis, advanced analytics, out-of-the-box activity reporting, and performance metrics.

Zoho SalesIQ is a comprehensive live chat and analytics platform that offers teams the ability to connect and communicate with site visitors during various stages of the customer lifecycle. The platform offers proactive customer engagement, with the ability to activate purposeful dialogues at opportune times.

Facilitating various needs of sales, marketing, or customer support, Zoho SalesIQ offers a suite of features that can engage prospects effectively. The marketing tools can expand market reach, engage prospects with tailored messaging, provide context for communication through prospect activity monitoring, and integrate with other marketing applications. It also offers insight into content performance and the ability to schedule visitor reports. For the sales team, Zoho SalesIQ permits improved lead conversion, offers chatbot assistance for basic questions, lead segmentation, instant audio calls, real-time conversation translations, and lead score prioritization. The CRM integration allows effortless access to lead and contact details for better data management. Finally, for customer support, Zoho SalesIQ facilitates faster ticket management, automation through custom chatbots, help desk integration, mobile app support, advanced monitoring, and report setup.

Through these features, Zoho SalesIQ creates a synergistic environment for customer engagement and company growth, serving as a useful hub of communication and analytics.