Top Essential Tools of Engagement for Customers

Customer engagement has become the single most important factor for businesses. In fact, Businesses all across the globe use customer engagement tools to improve real-time customer engagement, take their customer service to the next level, and automate lead generation. Customers of today want a seamless experience when they interact with your brand, no matter the channel. Customer engagement platforms are the best way to achieve core business objectives and deliver exactly what the customers are looking for. Here are some of the best customer engagement solutions that allow you to offer a more engaging experience to your users and boost your customer loyalty and brand advocacy.

1. In-app Communication Tools

 In-app messages are delivered to your users while they are directly active in your mobile app. In-app messaging is an essential component of a strong customer engagement strategy, since in-app communication allows you to reach users in the right place, at the right time. You can push them to buy products they have expressed interest in, remind them of the items in the cart, or educate users about the features they’re missing out on. For instance, Appcues sends targeted in-app messaging for user onboarding, feature adoption, and customer success. when you guide users to unlock the value of your product faster, you will inevitably see a higher engagement and more continuous use of your product. 

2. Customer Feedback and Survey Tools

Whether you wish to gauge the impact of your services and products on your customers, learn more about your customers’ needs, find out how your services/products can be improved to better cater to your audience base, identify unhappy customers or gather customer feedback, Customer surveys help you gain a 360-degree comprehension of your brand. One of our favorite customer engagement tools for conducting surveys is SurveyMonkey. Survey Monkey allows you to create surveys, polls, quizzes and collect feedback in real-time. Ask, listen, and act on insights fast with hundreds of built-in survey templates and professionally written questions and enjoy advanced features such as automated reporting, permission controls, and endless customization opportunities. Similarly, Typeform is another tool that you can use to build interactive forms, surveys, and quizzes. We especially loved the user-friendly interface, and an extensive library of pre-built visually attractive forms, survey and quiz templates, as well as high-level reports.

Other great customer feedback tools that you can try include:

• Survicate
• Hubspot
• SurveySparrow
• Qualtrics
• UserReport

3. User Analytics Tools

User analytics help you discover what your users are looking at and are great at presenting raw data regarding customer behavior as actionable insights and reports that you can work on. Once you get a clear picture of the customer journey, you can use it to align your services to meet their expectations. One of the best tools of engagement when it comes to real-time tracking of all interactions is “Heap”. This platform lets you capture and measure every user action, including taps, swipes, page views, form submissions, clicks, and much more.  Another great entry-level tool is Google Analytics that lets you keep tabs on where your visitors are coming from, what they did on your website, the duration an average user spends on your website, and when they leave. SimilarWeb is another great tool of engagement, which helps you analyze your website’s traffic and revenue, monitor your competitor’s statistics and determine the best way to optimize your website for your target audience.

4. Live Chat Tools

63% of consumers state that they are more likely to return to a website that offers live chat. This is because live chat allows their questions and concerns to be answered more efficiently and in real-time., and customers can connect with a support agent which ensures a faster resolution of problems. With live chat, support agents can talk to customers directly in the moment of need, update them on existing orders, and even offer personalized recommendations based on a customer’s concerns. One of the best live chat tools in 2022 is Tidio. With advanced options for combining live chat with chatbot functionality, it is easy to set up and use, with customizable widgets to help you cut down your response time. Another great software for live chat is JivoChat. With features such as automatic triggers, CRM interaction, file transfer, service quality ratings, GeoIP regions, and more, this platform brings all your social media business channels into one centralized location and engage with them using the preferred channel.

5. Email Marketing Tools

If you thought that email is dead, know that 62% of customers still prefer to communicate with a design agency via email for customer service. Email marketing helps to keep users engaged outside of the products, and send them personalized and relevant content that caters to their interests and preferences, based on the buying patterns.

One of our favorite digital engagement tools is MailChimp. Its advanced AI-powered functionalities let you automate emails and create powerful ad campaigns, as well as reengage lost customers, cross-sell, send abandoned carts reminders, and a lot more. Moreover, it comes with a drag-and-drop email builder and templates, and supports segmentation, reporting, performing analytics, and A/B testing. For the cherry on top, you can choose delivery times based on the user’s time zones, and set up geolocation-based segmenting.

Another great email marketing tool is GetResponse. It offers a ton of great features such as email creator, autoresponders, email analytics, bulk emails, transactional emails, list management, and workflow automation. It also comes with pre-made templates and a drag-and-drop editor.