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Top 5 Customer Engagement Platforms Of 2022

By TechDogs Editorial Team

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Overview

Customer engagement is a buzzword that is often used but rarely understood. So, let’s first understand what customer engagement exactly means. It is part of the customer experience but it goes beyond the simple act of speaking with customers or providing excellent services. Now tell us, do you often struggle to strike the right balance when it comes to customer engagement? Do you think that customer engagement is a tricky thing to get right because on the one hand, you don't want your customers to feel neglected and unimportant but on the other hand, you also don't want them to feel bothered? After all, a happy customer is more likely to buy from you again and recommend your brand to others. So how do you strike that balance? The answer is, with the help of a magic potion named - Customer Engagement Platform!

A good Customer Engagement Platform can be a game-changer (or rather a magic potion) that helps you keep your customers happy while at the same time reducing overhead costs and streamlining customer engagement initiatives. Are you confused about where to find the best magic potion (read Customer Engagement Platform) within this Muggle world? Your wait ends here!

Brace yourself as we are about to reveal the top 5 Customer Engagement Platforms available on the market in 2022.

Do you remember Katarina Andrich, AKA Kate from the movie Last Christmas? In the movie, Kate worked as an elf (read salesperson) at the Christmas shop owned by a good-hearted woman who called herself Santa. Kate lacked customer engagement skills; as a result, she often messed up in her job and was scolded by the owner. In fact, not just Kate but a lot of business owners, salespeople, marketers and customer relationship executives sometimes struggle to interact with customers, let alone win their hearts with flawless customer engagement. #StrugglesStrugglesEverywhere

Now imagine, XYZ Ltd. marketing firm (hypothetical one, of course!) appoints Kate to their marketing team. (Congratulations, Kate!) Could she afford to make the same mistakes again? Definitely not! So, how will she manage? The good news is, she doesn’t have to fret anymore as Customer Engagement Platforms have her back!

Customer Engagement Platforms help business owners and marketers (like Kate) acquire, engage and serve customers across all communication channels under one roof. These platforms automate and upgrade customer interactions by utilising first-party and third-party customer data. Moreover, the right Customer Engagement Platform will enable Kate to connect with her clients across various communication channels, understand the customer journey and make quicker decisions. With the help of a Customer Engagement Platform, Kate would be able to build long-lasting customer relationships that can increase customer lifetime value (CLTV) and business revenue. Cool, isn’t it?

However, choosing the right Customer Engagement Platform can be a challenge for business owners. To make this task easier for you, we’ve shortlisted the top 5 Customer Engagement Platforms Of 2022. Read on!

Top 5 Customer Engagement Platforms Of 2022

Customer Engagement Platform equip brands with capabilities to centralize their customer interactions. Webchat, individualized marketing, CRM (customer relationship management) and real-time interactions are some of the standard features of an ideal Customer Engagement Platform. The best Customer Engagement Platform also enables you to track customer behavior and test marketing campaigns. You can choose the one from the list given below! (Disclaimer – The list is random, choose wisely.)

Zoho Desk	Braze	Iterable
Sparkcentral By Hootsuite	Emarsys

Tool 1: Zoho Desk

The first Customer Engagement Platform on our list is brought to you by Zoho Corporation. It’s an Indian multinational software company founded in 1996 and based in Chennai India. Zoho Corporation makes web-based business tools to help businesses manage, connect and automate processes across their enterprise. Its Customer Engagement Platform, Zoho Desk, is trusted by 50,000 companies around the world and its customers include McAfee, Zomato, Daimler and many more. Besides, Gartner has recognized Zoho Desk in the 2021 edition of the Magic Quadrant report for Customer Engagement Center.

Source

"Customer service should not be a department. It should be the entire company." - Tony Hsieh.

Why not use Zoho Desk for that! Zoho Desk assists you in transforming your customer services with the industry’s first context-aware help desk. With the help of this Customer Engagement Software, you can manage your customer conversations across multiple channels, namely email, chat, social media and website. Zoho Desk enables you to respond and perform follow-up tasks without breaking a sweat. Retaining the basics of your customer support processes and making customer engagement is now a piece of cake with this tool!

Did we tell you the best part about Zoho Desk? This platform empowers your customer engagement teams with 24*7 support, which helps you create a robust self-service operation and permits your customers to find the solutions for their queries at any time. Additionally, its timely ticket resolution enables you to achieve higher customer satisfaction and deliver consistent, quality support to your customers no matter what products or services you are offering.

Tool 2: Braze

Braze, Inc. is an American cloud-based software company founded in 2011, with its headquarters located in New York, United States. It’s a popular player in the market and part of the credit goes to its Customer Engagement Platform, Braze, which is trusted by the brands and organizations like HBO Max, PayGym, Burger King and Babylon Health! Braze was named a Leader in Forrester’s 2020 Mobile Engagement Wave and it bagged the award for Leader- Spring (2022) by G2.

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"Customer service is about empathy." - Chaz Van de Motter.

Flawless interaction can be a golden key to empathy and Braze helps you with that! Braze enables you to forge customer-centric interactions and drive growth with its data-driven cross-channel solution. Its drag-and-drop interface assists you in engaging audiences in the blink of an eye and deploying personalized customer engagement campaigns. Besides, it is purpose-built for customer engagement, thanks to its flexible API (Application Programming Interface), top-class security and compliance. In a nutshell, Braze is a comprehensive Customer Engagement Platform that strengthens engagement between you and your customers! If you think that’s all about it, then wait, the best part is about to be revealed.

Braze orchestrates a cross-channel experience responsively within a single interface and assists you in connecting with your customers at the moment that matters. Moreover, its cross-channel messaging enables you to impress your customers and develop memorable engagement with them using its successful engagement features.

Tool 3: Iterable

The following Customer Engagement Platform on our list is a product by Iterable, Inc., which offers marketing automation platforms designed to optimize and measure every customer engagement. Iterable, Inc., was founded in 2013 with headquarters based in San Francisco, California, United States. Its Customer Engagement Platform – Iterable, bagged Leader – Spring (2022) award by G2. Kudos, Iterable!

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The best part is that with Iterable, brands can create individualized marketing touchpoints that produce flawless engagement to solidify trust and stimulate loyal customer-brand rapport! In the words of Sam Walton, “There is only one boss. The customer.” Why not impress ‘the boss’ using Iterable! With the help of Iterable, you can compose lifecycle campaigns that activate, nurture and re-engage customers across all communication channels. It also updates user profiles, applies filters and triggers cross-channel interactions to build a true 1:1 customer engagement experience.

Iterable’s behavioral-based personalization feature uses the customer data build tailored engagement campaigns. Additionally, its Artificial Intelligence feature encompasses time-optimization and engagement optimization to automate mundane tasks, accelerate growth and deliver more profound and meaningful experiences to the customers.

Tool 4: Sparkcentral By Hootsuite

Here we present the next Customer Engagement Platform - Sparkcentral, which is brought to you by Hootsuite, a company founded in 2008 and based in Vancouver, Canada. Sparkcentral by Hootsuite is a Customer Engagement Platform that enables one-on-one messaging via social channels. This platform bagged a High Performer (Mid-Market) – Spring (2022) award by G2.

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“Our greatest asset is the customer! Treat each customer as if they are the only one!” – Laurice Leitao.

Sparkcentral by Hootsuite is a SaaS (Software-as-a-Service) platform that helps you listen, support and engage with your customers on channels they love to use! It’s a comprehensive engagement platform that ensures that you don’t miss a single message or notification from your customers on social media. Not just that, you can also use chatbots for quicker responses to straightforward customer inquiries and achieve flawless conversations that eventually make your customers feel valued!

What's even more exciting is that with the help of Sparkcentral by Hootsuite, you can continuously enhance your customer engagement by tracking and analyzing the performance metrics of your strategies. This tool also assists you to optimize response and resolution times for incoming messages on social media to engage with your audience.

Tool 5: Emarsys

Make some way for, last but not the least, Emarsys, a platform offered by eMarketing Systems (AKA Emarsys), a company founded in 2000 and later acquired by SAP (Systems, Applications and Products in Data Processing). Emarsys is trusted by thousands of brands to deliver predictable and profitable engagement outcomes that businesses require. It also helps personalize omnichannel engagement to impress customers. Emarsys bagged the award for Top 50 Commerce Products – 2022 by G2. Puma, Pizza Hut, Canon and Sephora are some of the prominent brands and organizations that trust Emarsys with their customer engagement management!

Source

“If you don't appreciate your customers, someone else will.” – Jason Langella.

Emarsys is a leading player in marketing software and solutions that enable brands with seamless interactions and engagement with customers so that they can stay ahead of the curve. It’s a platform that ensures businesses can accelerate time-to-value, deliver top-notch one-on-one engagement and quickly acquire measurable results. This platform aligns business results with mind-blowing customer engagement strategies!

Wait, that’s not all; Emarsys Customer Engagement Platform consolidates, enriches and activates sales, products and customer data. Besides, with the help of its personalization engine feature, you can establish smooth engagement with your customers using Artificial Intelligence. Its marketing automation features make your task of launching engagement campaigns across multiple channels a cakewalk!

Summing It Up!

Engagement is the single most crucial factor in a company’s success in the digital age. Today, consumers are more connected than ever before and they respond to companies that treat them with respect, courtesy and transparency. Moreover, companies that invest time and efforts to engage with their customers are more likely to see success than those that don’t.

That’s why so many companies are investing in Customer Engagement Platforms. It’s a straightforward way to streamline and improve the customer experience, enabling businesses to build a valued customer base and interact (and engage) with their customers more frequently. So, what are you waiting for?

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Customer Engagement PlatformsTop Customer Engagement Platforms Customer Engagement System Consumer Engagement Platform Consumer Engagement Software Customer Customer Engagement Zoho Desk Braze Iterable Sparkcentral Emarsys

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