11 Top Customer Engagement Platforms in 2024 [+User Reviews]

Issac Thomas

April 10, 202428 min read

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The average person wades through 98 business emails daily, making it increasingly difficult for businesses to stand out and forge genuine relationships with their target audiences. This deluge of messages has not only diminished the impact of communication but has also raised a critical question: How can businesses build lasting connections amid such fierce competition for attention? This is where customer engagement platforms step in. Not as game changers but as the game itself!  

Despite challenges of evolving customer behaviors and market trends, the key to success lies in creating a consistent customer experience throughout the entire customer journey — from pre-purchase to post-purchase and beyond. This is where customer engagement platforms shine, offering a comprehensive solution to manage complex customer relationships. 

In this article, we'll delve into the world of customer engagement platforms, exploring their significance in today's digital landscape and highlighting the 11 top platforms of 2024. By leveraging these platforms, businesses can navigate the intricacies of customer engagement, ultimately fostering stronger connections and driving growth. But before we start, let’s understand the basics and know what a customer engagement platform is.

Table of Contents

What is a customer engagement platform?

A customer engagement platform is a software-as-a-service (SaaS) tool designed to enhance customer experiences and streamline communication between businesses and customers. These platforms enable businesses to interact with customers through various interaction channels, such as emails, websites, apps, live chat, chatbots and automated texts. The goal is to improve the customer response rate to overtures and drive the desired outcome. 

Why use customer engagement software?

You know what's tougher than keeping up with the Kardashians? Keeping up with your customers! That's where customer engagement software swoops in like a personal assistant who knows your customers better than they know themselves.

Imagine this: You send a customer a welcome letter, and they feel like they've just been invited to join an exclusive club. Or, you send them a link to download your app, and they feel like you've just handed them the keys to a secret treasure trove. It's all about making them feel special, like they're the star of the show.

But it's not just about making them feel good; it's also about being smart. With powerful customer interaction analytics, you can track their every move (in a non-creepy way, of course) and tailor your interactions to fit their real-time needs perfectly. It's like having a crystal ball that tells you exactly what your customers want before they even know it themselves.

And let's not forget about efficiency. Customer engagement software streamlines your channels, interactions and teams, so you can spend less time juggling tools and more time wowing your customers.

So, why use customer engagement software? Because in a world where customers expect personalized, seamless experiences, it's a power tool that sets you apart from the competition. Plus, who doesn't want a little magic in their business strategy? But for the magic to happen, the intent needs to be right, and this starts with how a customer engagement tool work.

Learn More: A Complete Guide to Customer Engagement Models 

How does a customer engagement tool work?

Using a customer engagement tool offers businesses a panoramic view of their customers, unlocking insights into individual journeys and preferences. This tool not only personalizes interactions but also streamlines operations through automation, freeing up teams to focus on strategic engagement.

Moreover, it empowers businesses with customer engagement metrics driven by first-party data to enhance decision-making and optimize engagement strategies. Here's a breakdown of how these tools work in practice in these nine steps :-  

  1. Gather data from different sources like websites, apps and social media 

  2. Combine and store data in one place for a clear view 

  3. Divide customers based on demographics, behavior and preferences 

  4. Personalize interactions and messages for each customer group 

  5. Engage customers through email, SMS, push notifications and social media 

  6. Automate tasks like sending emails and responding to queries 

  7. Analyze customer behavior and campaign performance for insights 

  8. Collect feedback through customer surveys to improve products and services 

  9. Continuously refine strategies based on feedback and analytics 

11 Best customer engagement platforms

We have listed 11 prominent customer engagement platforms with their best features, pricing information, trial availability and customer reviews for easy comparison. Find the right fit for your organization and start delivering personalized customer experiences right away.

⚠️ Important Note for Readers: 

The below tools are in no particular order of ranking or popularity. Still, they are independent picks by Sprinklr’s editorial team based on our research and publicly available information in the review sites. It is crucial to note that software or platforms may evolve over time, and the company may address some of these concerns in newer updates or versions. 


Sprinklr customer engagement platform

Sprinklr Service is a customer engagement platform that helps your brand provide consistent service across all customer service channels. By combining case management and agent interactions, Sprinklr ensures a seamless service experience for customers and enables your team to respond cohesively. Trusted by top brands worldwide, Sprinklr Service helps you connect with your customers seamlessly. 

Sprinklr's customer engagement platform offers a suite of powerful features to drive customer interaction and satisfaction. With unified customer profiles, agents gain a holistic view of each customer, enabling personalized responses and more effective engagement. Advanced personalization powered by Sprinklr AI+ ensures tailored experiences based on deep customer insights.  

The platform's omnichannel support allows seamless interactions across all channels, meeting customers wherever they are. Additionally, Sprinklr provides a comprehensive framework for collecting, analyzing and implementing customer feedback, empowering brands to continuously improve and enhance their engagement strategies. 

🚀 Top features

1. Personalization

Sprinklr's platform leverages Sprinklr AI+ to deliver tailored experiences. This includes tone moderation for different users and scenarios, ensuring appropriate and empathetic interactions. The platform also enables precise case-agent mapping, ensuring that each customer is connected with the right agent for their needs. Additionally, 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. 

2. Conversational AI

Sprinklr's Conversational AI capabilities enable businesses to provide seamless customer self-service options through advanced chat and voice bots. These bots are designed to handle complex customer service scenarios, reducing the need for human intervention and improving efficiency.

The best part?

Sprinklr bots are omnichannel in the sense that they follow the build-once-deploy-across approach. No-code chatbots can be implemented across social networks and instant messaging platforms without coding or design efforts, keeping customers engaged no matter where they choose to connect with businesses. 

Conversational AI for customer engagement with Sprinklr Service

3. Advanced analytics

Sprinklr's AI-powered audience insights analyze real-time digital signals to help businesses understand their customers better. By identifying audience affinities, businesses can create custom segments, uncover new opportunities and maximize ROI. Additionally, Sprinklr Insights enables businesses to capitalize on critical demographic and behavioral insights, such as media preferences and product interests. This helps businesses gain a deeper understanding of their audience and improve engagement strategies. 

Advanced analytics with Sprinklr Service

Overall verdict

Sprinklr's customer engagement platform boasts an impressive G2 rating of 4.6 stars, offering a wealth of disruptive features, from generative AI enrichment to intelligent virtual assistants. 

One of the key benefits of Sprinklr is its ability to integrate with mainstream and upcoming social media platforms seamlessly, enabling businesses to connect with customers directly through comments and direct messages. 

However, some users may find Sprinklr's vast features to be overwhelming, and they may experience a steep learning curve, which can be shortened with the help of personalized onboarding and success managers. 

Overall, Sprinklr Service is a powerful tool for managing customer engagement across social media platforms, offering advanced analytics, workflow automation and customization options, which make it a valuable asset for businesses looking to enhance their online presence.      

Customer testimonial

💪 Strengths 

I love that it takes care of the job and seems to hold down the fort well when the volume is huge. It also seems to have reliable, trustworthy data information. It also seems to be a great deal of personalisation when creating queues, creating rules for each queue for special needs, so thumbs up there! 

💡 Areas for improvement

Sprinklr's vast features can be advantageous, but some users may find them to be too much for them.

Source: G2

Pricing: $249 per seat. Check pricing details here

Trial: 30-day free trial.


Zendesk customer engagement platform

Zendesk's customer engagement platform is a versatile solution known for its robust customer service tools. It enables teams to manage service requests across major channels like email, live chat, voice, SMS and social media, all from a unified workspace. The platform's Suite plans to offer additional features such as customizable help centers, community forums and the Answer Bot chatbot for instant customer assistance.

🚀 Top features 

  • Help center 

  • Answer bot 

  • Sales tools

Overall verdict

One of the key benefits of Zendesk is its ability to integrate with other tools and platforms, allowing for a seamless workflow. Users can easily integrate their customer documentation or knowledge base, making it easier for Level 1 support to deflect common issues. Additionally, Zendesk offers multiple levels of support, making it suitable for businesses of all sizes.

However, some users may find Zendesk's pricing to be on the higher side, especially for smaller businesses. There are also some limitations, such as difficulties in identifying multiple people's efforts on a ticket and occasional latency issues.

Overall, Zendesk Support Suite is a powerful tool for managing customer support interactions, offering a wide range of features and integrations. While it may have some drawbacks, its benefits in terms of efficiency, organization and customer satisfaction make it an asset for businesses looking to enhance their customer service operations.

Customer testimonial

💪 Strengths

Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!

💡 What could be better

There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offer

Source: G2

Pricing: Plans start at $19 per month for Zendesk Support

Trial: Free trial available.


Intercom customer engagement platform

Intercom's customer engagement platform is a comprehensive solution that empowers sales and marketing teams to engage with prospective customers proactively. The platform offers a range of features, including in-app messaging, chat conversations, customer surveys, shared inbox and knowledge base builder, making it ideal for businesses seeking a full-service customer communications platform.

🚀 Top features  

  1. User-friendly interface 

  2. Conversation history 

  3. Macros and AI technology 

  4. Alerts and notifications 

  5. Unified inbox 

Overall verdict

Users appreciate its user-friendly interface, which allows for easy engagement and access to conversation history. The platform's use of AI technology, macros and alerts helps streamline communication and build relationships with clients. Additionally, its ability to integrate with other tools and platforms makes it a convenient and efficient solution for customer service.

However, some users have experienced issues with Intercom's search functionality and occasional bugs. The platform's pricing structure and the learning curve for certain features have also been cited as drawbacks. Overall, Intercom is praised for its effectiveness in managing customer interactions, making it a valuable tool for businesses looking to enhance their customer service efforts.

Customer testimonial

💪 Strengths

The AI addition to the product in the last year has been amazing and a huge help to our customer support team. I would also say that the ability to create dynamic outbound engagement workflows via the Series tool has been paramount for our onboarding and nurturing strategies.

💡 What could be better Certain aspects of Intercom are quite a learning curve, unfortunately. Creating workflows, organizing users/companies, and trying to add certain automations can be difficult to learn and time-consuming. You have to give certain aspects of Intercom a fair bit of time to get the hang of it. Fortunately, it is only for additional items and not your everyday sections of Intercom. I have been working with Intercom for almost one year now and I'm still trying to find time to allow myself to be better familiar with workflows to improve my day-to-day tasks. The help articles can sometimes be a little difficult to follow which makes it hard to use them when wanting to learn certain areas in Intercom. 

Source: G2

Pricing: Starts at $39 per seat

Trial: Free trial available


Hubspot customer engagement platform

HubSpot is a comprehensive customer engagement platform that offers a wide range of tools to streamline and enhance your interactions with customers. With its suite of products, including Marketing Hub, Sales Hub, Service Hub, CMS Hub and Operations Hub, HubSpot consolidates customer interactions onto a single platform. Whether you're a small business or a large enterprise, HubSpot offers flexible plans to meet your needs, with many valuable features available for free. 

🚀 Top features  

  1. Marketing Hub 

  2. Sales Hub 

  3. Service Hub 

  4. CMS Hub 

  5. Operations Hub 

Overall verdict

HubSpot is a customer engagement platform that offers a wide range of features across its various hubs, including Marketing, Sales, Service, CMS and Operations. Users appreciate its intuitive interface, CRM integration and onboarding process. The platform offers a variety of out-of-the-box automation for chatbots, workflows and dashboards. It enables active engagement with website visitors, automated collection of customer feedback and visualization of data trends. However, some users find HubSpot's cost breakdown and modular charges for each module to be a drawback.

Customer testimonial

💪 Strengths

HubSpot service hub integrates with the sales hub. The best thing about using this is that the service agent has a much more detailed view of the customer just a couple clicks away, including usage and engagement, for example. This can help the agent determine next course of action and offers.

💡 What could be better

The ability to connect a custom survey triggered by a ticket to said ticket is limited, sometimes you want to do a custom survey based on an interaction but that is connected on the contact level and not also on the ticket level, making it harder to know which interaction it originated from

Source: G2

Pricing: Starts at $50 for two seat

Trial: Free trial available


Kangaroo rewards customer engagement platform

Kangaroo offers a robust loyalty and rewards platform designed to enhance customer engagement, acquisition and customer retention through gamification. With its tiered pricing plan, Kangaroo provides a range of features to suit different needs, from basic reward points and redemption to advanced offerings like email and SMS marketing. The platform also includes reporting tools to help you understand customer behavior and optimize your campaigns. With integrations with ecommerce and POS systems, Kangaroo makes it easy to enroll and reward customers seamlessly.

🚀 Top features  

  1. Integration with POS Systems 

  2. Communication tools 

  3. Loyalty rewards programs 

  4. Customer support 

  5. User-friendly interface 

Overall verdict

Kangaroo Rewards is a versatile customer engagement platform that offers a range of features to enhance loyalty and customer satisfaction. Users appreciate its seamless integration with POS systems like Lightspeed and Shopify, making it easy to manage rewards programs and communicate with customers. The platform's ability to streamline communication through various channels like email, text and push notifications is a standout feature.

However, some users have noted issues with the email template builder and the transition to a new version. Overall, Kangaroo Rewards is a solid choice for businesses looking to implement a comprehensive loyalty and rewards program, with room for improvement in certain areas like email marketing and user interface design.

Customer testimonial

💪 Strengths

Kangaroo rewards will help us maintain a strong connection with our customers through consistent communication, loyalty rewards and analytics. We just kicked off the rewards program my customers are already excited. We selected Kangaroo because it integrates with Lightspeed (Pos) and Shopify. Our previous systems were separate for in-store and online. With Kangaroo, we can ensure the customers have one system to capture everything. Kangaroo offers a robust approach to cater to a lot of the needs of my store and my customers, making it a WIN-WIN for everyone.

💡 What could be better

The email template builder has some kinks that should be worked out to make the formatting and look better. Also, they are currently moving to a new version and you lose some abilities in the new one that you had in the old version.

Source: G2

Pricing: Starts at $59 per license

Trial: Free trial available


Klaviyo customer engagement platform

Klayvio is an AI-powered marketing platform that revolutionizes customer engagement through automated email and SMS campaigns. Its advanced features include customer segmentation for targeted messaging, personalized emails from templates, dynamic content based on customer data and interactive surveys. With detailed tracking reports and seamless integrations with CRMs like Salesforce and HubSpot, Klayvio empowers businesses to effortlessly connect with customers on a personal level, regardless of their size or industry.

 🚀 Top features  

  1. Customer segmentation 

  2. Automated email flows 

  3. Integration with Shopify 

  4. SMS marketing 

  5. Personalized email templates 

Overall verdict Klaviyo appears to be a powerful and effective customer engagement platform that is particularly well-suited for e-commerce businesses. Users appreciate its ease of use, automation capabilities and advanced segmentation features, which allow for targeted and personalized messaging. The platform's integration with popular e-commerce platforms like Shopify, as well as its support for multiple channels, including email and SMS, make it a versatile tool for engaging with customers. However, some users find the pricing to be on the higher side, and there are occasional issues with customer support responsiveness. Overall, Klaviyo seems to be a top choice for businesses looking to enhance their customer engagement efforts.

Customer testimonial

💪 Strengths

One key tool I enjoy using on Klaviyo is its amazing segment feature which allows me to effectively categorize clients. This becomes very useful in unveiling eCommerce trends particularly with first-time buyers. The uses of integrating a loyalty program are almost invisible; it helps to improve our marketing strategies. Workflows are also a cinch to introduce, which is useful when you think about adding them for critical steps like abandon cart situations and welcome emails.

💡 What could be better

The gif-creating option on Klaviyo is a little restricted in my opinion. It would be also great if they could add more interesting moving objects that attract attention to demonstrate our products in email campaigns and thus make the companies who intend to improve their relationship with customers use the service.

Source: G2

Pricing: Starts at $35 

Trial: Free trial available 


Optimizely customer engagement platform

Optimizely is a customer engagement platform that empowers businesses to deliver exceptional digital experiences. With its suite of tools, Optimizely enables companies to create and optimize personalized experiences across web, mobile and other digital channels. The platform's key features include A/B testing, multivariate testing, personalization and analytics, allowing businesses to tailor their content and offerings to individual customer preferences. By leveraging Optimizely, companies can drive engagement, increase conversions and ultimately, deliver more value to their customers.

🚀 Top features  

  1. User-friendly interface 

  2. Comprehensive content management 

  3. Seamless integration with other tools 

  4. 24/7 customer support 

  5. Visual campaign calendars 

Overall verdict Optimizely is praised for its user-friendly interface and comprehensive features that support end-to-end content management, from ideation to publishing. Users appreciate its seamless integration with other marketing tools like HubSpot and its 24/7 customer support. The platform's ability to streamline workflows, provide data-driven insights and offer visual campaign calendars is highly valued. While some users note a learning curve for new features, Optimizely's customer support is commended for quickly resolving usability issues. Overall, Optimizely is hailed as a versatile and efficient tool for customer engagement.

Customer testimonial

💪 Strengths

Throughout my position, working with Optimizely closely, its outstanding flexibility took the core focus that I appreciate. Content managers like us need UX to be engaging for our audiences and the software allows us to customize how the audience can interact with product easily. It is quite beneficial to have a workflow tool that provides necessary oversight and approval processes as provided by Optimizely as a CMS administrator. It makes our operations more efficient and facilitates effective implementation of content.

💡 What could be better

Nevertheless, I must remark that complexity with Optimizely can be a challenge sometimes, especially in supporting our testers. Sometimes, when updates made on a website are released, the same are found to have interfered with already existing tests and thus giving rise to some remakes.

Source: G2 

Pricing and trial information: Available on request


Twilio customer engagement platform

Twilio is a customer engagement platform that empowers businesses to build personalized, scalable communication experiences. Twilio's cloud-based platform provides a wide range of communication APIs and tools, enabling businesses to engage with their customers through voice, SMS, chat, video and email.

🚀 Top features  

  1. API for Alerts 

  2. Customer Journey Feature 

  3. Messaging Reliability 

  4. Documentation Quality 

  5. Authentication Services 

  6. Integration with CRM

Overall verdict

Twilio offers a wide range of communication APIs and tools that are highly reliable and versatile, making it an essential platform for businesses looking to engage with their customers across various channels. Users appreciate Twilio's ease of integration, especially for features like OTP verification, automated notifications and personalized customer journeys. The platform's ability to handle sensitive data securely, such as in healthcare settings, instills confidence among users. 

However, users highlighted some areas for improvement, particularly in terms of customer support responsiveness and cost concerns. While Twilio's documentation is comprehensive and its SDKs are user-friendly, some users have experienced challenges with complex setup processes and limited customization options. Additionally, concerns about pricing, especially for SMS and voice services, have been raised.

Customer testimonial

💪 Strengths

One of the best things about Twilio is how easy it makes verifying identities with OTPs (One-Time Passwords). It's super reliable and fast, which is crucial for keeping things secure. Plus, it's flexible enough to integrate into different platforms seamlessly. Overall, Twilio's OTP verification is a lifesaver for keeping accounts safe without causing headaches for users.

💡 What could be better 

One downside of Twilio is its requirement to make a payment before sending OTPs to unverified numbers. It would be helpful if they offered a few free trials or a minimum number of chances to try before requiring payment. While the overall experience is positive, this initial barrier can be a bit frustrating for users who want to test the service before committing to payment.

Source: G2

Pricing: Starts at $15 per month

Trial: Free trial available


Mixpanel customer engagement platform

Mixpanel offers a comprehensive suite of analytics and engagement tools, allowing you to track user behavior, analyze data and create personalized experiences. With Mixpanel, you can gain valuable insights into your customers' journey, optimize your marketing strategies and ultimately drive growth and retention. Whether you're a small startup or a large enterprise, Mixpanel provides the tools you need to engage your customers effectively and achieve your business goals. 

🚀 Top features 

  1. Real-time data analysis 

  2. Event tracking 

  3. Funnel analysis 

  4. Customizable reporting 

  5. User behavior analysis 

Overall verdict

Mixpanel appears to be a powerful and versatile customer engagement platform that provides deep insights into user behavior. Users appreciate its real-time analytics, event-tracking capabilities and customizable reporting features. However, some users find it challenging to navigate and set up, especially for beginners. Pricing is also a concern for some, as it can be expensive for smaller businesses. Overall, Mixpanel seems to be a valuable tool for businesses looking to understand their customers better and make data-driven decisions to improve their products and services.

Customer testimonial

💪 Strengths 
 My team and I use Mixpanel every day to track App-activity of users, session-level user behaviour, refunds and revenue and performance of students enrolled in our programs. The best part about Mixpanel is the reliable tracking of every user end-to-end, right from clicking on a UTM link, performing a transaction and returning back to our platform for another action.

💡 What could be better

The formatting of dashboards is not very user-friendly in Mixpanel — in fact, the custom formatting options are also irrelevant. Often, we require the same report to be shown dynamically in Trends or Chart format, as per user selection but that is not possible.

Source: G2

Pricing: Starts at $20 per month

Trial: Free trial available   


Typeform customer engagement platform

Typeform’s customer engagement platform offers a unique approach to gathering insights and fostering engagement through beautifully designed surveys and forms. With Typeform, you can create engaging surveys and forms that capture valuable customer insights, helping you to tailor your products and services to meet customer needs effectively.

🚀 Top features  

  1. Seamless data collection and management 

  2. Responsive forms for both desktop and mobile devices 

  3. Seamless integration with Google Sheets and Zapier 

Overall verdict

Typeform stands out as a remarkable platform for creating engaging and interactive forms and surveys. Users consistently praise its intuitive interface, which makes form creation a breeze even for those without technical expertise. The ability to customize forms to match branding, integrate with various software and create conditional pathways based on responses is highly appreciated.

Customers particularly enjoy the user-friendly design and the ease of integrating Typeform with other tools like Google Sheets and Zapier, streamlining data collection and management processes. The platform's flexibility and versatility make it suitable for a wide range of applications, from lead generation to e-learning.

While users find Typeform's pricing slightly higher compared to some alternatives, its features and functionality more than justify the cost. Some users express a desire for more flexibility in pricing plans and additional features like the ability to edit submitted responses.

Customer testimonial

💪 Strengths

I love how easy it is to create a form that can be used across different platforms. We use it embedded on our website to collect data from users in the form of a quiz. We then use their quiz results for user insights and also to help guide them to the best product in our store.

💡 What could be better I dislike that I don't need Typeform as much as I want to. I enjoy the experience of using it and the insights it offers; however, the monthly subscription costs aren't worth it for me or my business. Perhaps, at a future date, I will be able to think of a reason to justify the cost and the time it takes to build a valuable questionnaire.

Source: G2

Pricing: Starts at $25 per month

Trial: Free trial available


Iterable customer engagement platform

Iterable is a cross-channel marketing automation platform that sets the gold standard for customer engagement tools. Designed for lifecycle marketers and customer success teams, Iterable empowers you to create personalized customer experiences across the entire customer journey.

With Iterable, you can seamlessly leverage channels like email, SMS and push notifications to engage your audience in meaningful ways. Its robust features include automations across various marketing channels, audience segmentation based on demographics and behaviors, and real-time campaign management and analytics.

🚀 Top features  

  1. User-friendly interface for building campaigns 

  2. Custom Events for tracking campaign success 

  3. Seamless integration with various platforms 

  4. Ability to create personalized campaigns 

  5. Easy creation of data feeds for email templates 

  6. Intuitive design for campaign creation 

Overall verdict

Iterable appears to be a powerful and flexible customer engagement platform with a lot of positive feedback. Users particularly appreciate its robust features, user-friendly interface and the ability to create personalized customer journeys. The platform's API, live chat support and frequent updates also receive praise.

However, some users mention areas for improvement, such as the need for a more robust CDN for image hosting, better design editor features for reusing content blocks and more advanced reporting capabilities. Despite these minor drawbacks, Iterable seems to be a highly recommended platform for companies looking to enhance their customer engagement strategies, especially for those with complex marketing needs.

Customer testimonial

💪 Strengths

Iterable has revolutionized our marketing efforts with its user-friendly interface and powerful features. I have been a user of Iterable for over a year now and we use it 5 times minimum in a month. The intuitive design makes campaign creation a breeze, while robust segmentation and automation capabilities have significantly boosted our engagement and conversion rates.

💡 What could be better

Building content catalogs could have been more user-friendly. For example, it won't read anything from the sheets except just the text. It could have been a lot better if we could copy-paste paste, play around with texts easily. (Bold, bullet points, spaces etc.) About pricing, I think end of the year, being a bit flexible about agreed contract limitations (yearly email sent, users etc.) wouldn't hurt a healthy long-term business relationship. It feels a bit unfair that pricing will go dramatically up if we exceed our limits by just 5%, for example.

Source: G2

Pricing: Starts at $500 per month

Trial: Free trial available

How to evaluate the best customer engagement tool vendor

When choosing a customer engagement vendor, it's essential to cut through jargon and buzzwords to find a solution that truly meets your needs. Here's a straightforward guide to evaluating the best customer engagement vendor:  


What to look for 


Look for a vendor that offers a comprehensive set of features to meet your customer engagement needs, such as analytics, personalization and multichannel support. 


Ensure the tool can integrate seamlessly with your existing systems and platforms, allowing for efficient data sharing and workflow management


Choose a vendor that can scale with your business, accommodating growth and increasing demands for customer engagement capabilities. 


Seek a tool that allows for customization to fit your specific business requirements, enabling you to tailor engagement strategies to your audience. 

🔧Customer support 

Assess the vendor's customer support offerings, including availability, responsiveness and expertise, to ensure timely assistance when needed. 

📝Reputation and reviews 

Research the vendor's reputation in the industry and read reviews from other customers to gauge satisfaction levels and potential challenges. 

💲Pricing and ROI 

Evaluate the pricing structure of the tool in relation to the return on investment it can provide, considering both short-term costs and long-term benefits. 

🚫Security and compliance 

Ensure the tool complies with relevant data protection regulations and offers robust security measures to protect customer data and privacy. 

😀User experience 

Consider the user experience of the tool, including ease of use, intuitive interface and availability of training and resources to maximize adoption and effectiveness. 

📈Future roadmap 

Inquire about the vendor's future roadmap and planned updates, ensuring alignment with your long-term customer engagement strategy and evolving needs. 

By evaluating vendors based on these criteria, you can find a customer engagement solution that meets your company's needs and helps you build lasting relationships with your customers.

Key features of the customer engagement platform

When you choose a customer engagement platform for your business, check out if the platform has these 14 key features:

🙇Live chat enables real-time customer support and issue resolution.

👤Chatbot enables AI-powered chatbots to provide immediate responses, enhancing customer satisfaction.

📺 Video chat offers personalized and proactive support, reducing wait times and improving service.

📗 Knowledge base captures, manages and shares knowledge across the organization for better customer service.

📱Social media channels social media customer engagement, enhancing brand visibility and customer interaction quality.

💱 Advanced segmentation divides users into smaller categories based on various criteria such as demographics, behavior, preferences and interactions with the brand for personalized communication.

📝 Advanced personalization customizes communication based on user needs and wants

😀 Behaviorally triggered automation delivers relevant messages based on user actions, improving engagement.

📈 Analytics and tracking provide insights into customer interactions and behavior for informed decision-making.

➕ Integrated A/B testing allows for experimentation to improve customer experience.

Benefits of leveraging customer engagement solutions

Customer engagement platforms (CEPs) are essential for businesses seeking to enhance customer experiences and drive growth. These platforms offer a range of benefits that can transform how businesses interact with their customers. Here are 11 key advantages of using customer engagement solutions.

1. Revenue growth

Engaged customers are more likely to adopt and upgrade products, leading to increased revenue. Research shows that engaged customers can contribute to a 23% premium in terms of share of wallet, profitability, revenue and overall relationship growth.

2. Reduced customer support needs

Customer engagement platforms help reduce the volume of customer support requests by enabling businesses to provide proactive support and guide customers to find answers themselves. This leads to more efficient customer success at scale.

3. Competitive advantage

Customer experience is a key differentiator in today's market. By prioritizing customer engagement and using the right tools, businesses can build superior customer experiences, setting themselves apart from competitors.

4. Stronger customer relationships

Customer engagement goes beyond transactions, fostering stronger relationships and building customer loyalty. By engaging customers across multiple channels and touchpoints, businesses can build a deep connection with their audience.

5. Increased customer retention

Engaged customers are more likely to stay loyal to a brand, resulting in reduced churn rates. By consistently nurturing customer relationships and addressing pain points, businesses can enhance customer satisfaction and loyalty.

6. Cross-selling and upselling

Customer engagement platforms help uncover valuable consumer insights, enabling businesses to personalize recommendations and target cross-selling and upselling offers. This leads to higher conversion rates and increased customer lifetime value.

7. Increased subscribers and audience reach

By delivering valuable and relevant content through various channels, businesses can attract and retain subscribers, expanding their subscriber base and reaching a wider audience.

8. Shorter purchase cycles and better conversion

Engaging prospects throughout their buying journey can accelerate the decision-making process, resulting in shorter purchase cycles and improved conversion rates.

9. Word-of-mouth marketing

Engaged customers can become brand evangelists, actively promoting and recommending a business to others. This can drive organic growth and enhance brand reputation.

How Sprinklr's customer engagement platform caters to different industries

Understanding and optimizing customer engagement is crucial for organizations, and a robust platform is essential. Sprinklr's customer engagement platform offers the tools to not just succeed but excel in this area. Consider these three scenarios:

Scenario 1: Low engagement with Ad campaigns 

Industry: E-commerce 

An e-commerce company is experiencing low engagement with its ad campaigns, resulting in poor conversion rates and ROI. 


Sprinklr offers a holistic solution for root cause analysis and campaign optimization.

  • AI-powered audience insights analyze customer behavior and identify segments not engaging with ad campaigns. Using these insights, you optimize ad content for these segments.

  • With our omnichannel social advertising suite, you can manage and track ad campaigns across channels.

  • You can also amplify campaign reach by promoting on social media using Sprinklr's social media management tool.

  • Finally, you can engage with customers directly to build relationships and improve campaign effectiveness.

All this helps e-commerce businesses tackle low engagement, optimize ad content for specific segments, manage and track campaigns across channels and amplify reach through social media.  

Need inspiration? 

Take a cue from SONOS, a top consumer electronics goods brand that tripled its return on ad spend (ROAS) using Sprinklr. Read the full story here>>

Scenario 2: Increasing User Adoption and Retention for a Tech Startup

Industry: Tech 

A growing tech startup launched a new product and was looking to increase user adoption and retention. They wanted a platform that could help them track user interactions, gather feedback and iterate on their product based on customer insights. 

Solution: Using AI-powered analytics tools, track user interactions and gather feedback. Then, utilize advanced audience insights to understand user behavior and preferences. With this data, iterate on the product to better meet customer needs and improve user adoption and retention.

Why 9 of the top 10 tech companies trust Sprinklr to create memorable products and experiences


Scenario 3: Improving customer onboarding for a financial services firm 

Industry: Financial Services

A financial services firm is facing challenges in onboarding new customers efficiently, leading to delays and a poor initial customer experience. They want to streamline the onboarding process to improve customer satisfaction and reduce churn. 

Solution: Journey analytics tools understand the customer journey and identify bottlenecks in the onboarding process. Then, a robust AI platform like Sprinklr AI+ tailors the onboarding experience based on individual customer needs and preferences and enables seamless communication between internal teams involved in onboarding. 

Whether you're looking to personalize marketing campaigns, manage customer engagement programs or enhance social media reach, Sprinklr has the tools you need. Sign up now to streamline your customer interactions, gather valuable insights, and improve customer satisfaction. Start your free trial today and unlock the potential of Sprinklr for your business.

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