The customer engagement software market is crowded. Start with these fan favorites to find the right fit.
"Engage!"
Captain Jean-Luc Picard's oft-heard command doesn't just apply to the USS Enterprise crew. Businesses need to engage their customers. So, grab a cup of tea (earl grey, hot) from your nearest replicator while we set a course for customer engagement, warp six.
Customer engagement is about improving customer communication and interaction, making them more personalized, dynamic, and contextually relevant.
Customer engagement solutions are as wide-ranging as the many ways companies interact with their customers, including through customer relationship management (CRM), customer service, customer feedback, digital marketing, customer success, and live chat software. What ties these seemingly disparate tools together?
Customer engagement solutions shape interactions based on a customer's individual behaviors, feelings, or preferences.
To make your job easier, we've analyzed about 1,600 customer engagement software reviews published on Capterra in the past two years to find some of the best tools designed to improve customer engagement.
Here are six top-rated customer engagement tools to help you—as Captain Picard would say—"Make it so!"
Products are listed in descending rating order (highest to lowest), based on overall average ratings for the past two years. You can read more about our methodology here.
6 Top-Rated Customer Engagement Tools
1. ChurnZero: For software companies tracking customer success
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
ChurnZero is more of a niche product, designed for software companies that want to better understand how customers use their product. In addition to tracking behavior and user satisfaction, ChurnZero offers tools to automate and personalize the customer experience at touch points throughout the customer journey.
What users like | What users want |
|---|---|
Real-time alerts and notifications Highly customizable segmentation Ease of use | Ways to tackle the initial steep learning curve More robust email functionality |
Who uses ChurnZero? ChurnZero is great for software vendors that have a platform and want to track customer behavior to flag customers who may need additional help.
Example of user profile information in ChurnZero ( Source)
2. Delighted: For nimble customer feedback
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
Delighted is a survey and customer feedback software solution with multichannel deployment options including email, websites, and SMS. In addition to simple, intuitive feedback rating tools such as five stars and thumbs up, Delighted includes specific survey tools designed to measure NPS, CES, and CSAT (some of the most popular customer experience metrics).
What users like | What users want |
|---|---|
Easy to use and navigate Effective integration with Slack Detailed reporting | More ready-made integrations More robust data-sharing capabilities |
Who uses Delighted? Delighted is especially good for teams that may not have much survey design experience and want an easy, out-of-the-box survey management tool.
Example of customer feedback in Delighted ( Source)
3. Feedier: For gamified customer feedback
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
Feedier brings a built-in reward management aspect to the traditional customer feedback landscape, providing a gamified experience for customers completing surveys. Incentive tools include sending vouchers, coupons, exclusive content, custom messages, monetary rewards, and exclusive event invitations.
What users like | What users want |
|---|---|
The ability to reward respondents An appealing, simple user interface Rich in features | More ways to customize the look and feel of the surveys More out-of-the-box integrations |
Who uses Feedier? Feedier is especially great for organizations that want to motivate respondents using gamification or tangible rewards.
Example of analytic features in Feedier ( Source)
4. SurveySparrow: For affordable customer feedback
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
SurveySparrow offers surveys in a conversational interface, including mobile-first or chatbot surveys. SurveySparrow also provides ways to personalize the experience based on customer responses.
What users like | What users want |
|---|---|
The conversational survey style An attractive user interface Affordability | More options to customize the look and feel of surveys More features |
Who uses SurveySparrow? SurveySparrow is especially great for organizations that want an affordable tool to collect feedback, automate responses, and personalize survey interactions.
Example of SurveySparrow user interface ( Source)
5. LiveChat: For real-time conversation engagement
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
LiveChat is (surprise, surprise) a live chat and help desk software tool. It includes automatic and personalized greetings to better engage customers, as well as ticketing management and post-chat feedback tools.
What users like | What users want |
|---|---|
Ease of use Rich in features Fast and efficient | More integrations or ways to transition to phone calls Better connectivity |
Who uses LiveChat? LiveChat is great for customer service departments that want to offer faster, more personalized help options for their customers.
Example of LiveChat's customer overview ( Source)
6. SurveyMonkey CX: For customer experience professionals
Trial/Free Version
- Free Trial
- Free Version
Device compatibility
SurveyMonkey CX is a customer experience and feedback tool built around Net Promoter Score (NPS), one of the most popular metrics for measuring customer loyalty and happiness. SurveyMonkey CX lets users segment customers based on their CX score and personalize interactions accordingly.
What users like | What users want |
|---|---|
Ease of use Robust analytics The user interface and dashboard | More ways to customize data access, reporting, and sharing More survey management and design features |
Who uses SurveyMonkey CX? SurveyMonkey CX is especially great for customer experience professionals who want to focus on Net Promoter Score and plan actions around NPS' corresponding groups: winning back detractors, attending to passives, and thanking promoters.
Example of customer feedback features in SurveyMonkey CX ( Source)
Next steps for customer engagement improvement
These are just some of the many customer engagement software options available to boost your efforts. If you're ready to start improving customer engagement using a software solution, you should:
Determine what area you want to focus on (e.g.. customer service, customer feedback, customer success, marketing personalization).
Determine your software budget.
Make sure the software integrates with any existing solutions your business relies on.
Create a must-have features list.
Contact vendors on your shortlist to demo their offerings.