Best Conversational Customer Engagement Software

Conversational customer engagement software is an alternative approach to ticket-based customer service, using the customer and not the incident as the center of action. These solutions facilitate omnichannel customer service that recognizes individuals with an identity and a history, allowing customers to interact with and be identified by the software using any channel at any time. Conversational customer engagement software leverages automatic customer lookup and routing combined with skills-based agent matching to reduce or eliminate the awkward and repetitive nature of customer service calls.

Conversational customer engagement software is distinct from help desk software because it does not separate the service process from other reasons for contact. It is used to both aid brands with customers that are yet to complete a purchase and to assist existing customers with questions and queries regarding already-purchased products and services. By means of accurate, intelligent routing, successful use of these platforms will coordinate data from past conversations, metadata, sentiment, and customer data from existing CRM, ERP, and e-commerce systems. Integrations with social media and AI can permit businesses to proactively contact customers based on behavior or triggers

To qualify for inclusion in the Conversational Customer Engagement category, a product must:

  • Apply a common and centralized structure to all customer interactions, service-related or otherwise
  • Route customer conversations in all channels via algorithmic and/or AI-driven sorting
  • Provide tools for creating personalized response flows within conversations across several channels (typically phone, email, live chat, and messaging)
  • Facilitate follow-ups from chatbots, service agents, and/or automation
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    Dixa
    (30)3.9 out of 5
    Optimized for quick response
    Optimized for quick response

    Dixa is The Customer Friendship Platform that helps brands build stronger bonds with their customers and eliminate bad customer service through unifying all communication channels and customer data in one platform. This enables agents to help customers faster and have more meaningful conversations resulting in a better overall customer experience. Our conversational customer engagement software supports ongoing conversations between brands and their customers across email, phone, chat and messaging in real-time. With customer recognition features, Dixa makes it possible to know your customers the second they reach out. We do this by displaying each customer's conversation history with your business in a timeline as well as their order history instantly. This ensures teams have the information they need to solve customer inquiries faster, while delivering more personalized support. Flexible pricing and global scalability allows you to only pay for what you need and scale up or down without additional costs or effort. All conversations types (phone, email, chat & Facebook messenger) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include: VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting and advanced routing. Dixa’s user friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in stronger bonds between brands and customers.

    Drift
    (1)5.0 out of 5
    Optimized for quick response
    Optimized for quick response

    Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. With its quickly evolving set of tools and playbooks, Drift is leading businesses through the customer-driven revolution by using conversations to unlock hypergrowth. Customers use Drift to provide a modern buying experience for potential customers, generate more qualified leads, and dramatically accelerate the sales cycle. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA. Get started for free today and join 150,000+ businesses using Drift at drift.com.

    Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 150000+ customers worldwide, including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic and QuizUp.

    Gladly is a customer service software.

    HubSpot is a leading growth platform. Since 2006, HubSpot has been on a mission to make the world more inbound. Today, over 56,500 total customers in more than 100 countries use HubSpot’s award-winning software, services, and support to transform the way they attract, engage, and delight customers. Comprised of Marketing Hub, Sales Hub, Service Hub, and a powerful free CRM, HubSpot gives companies the tools they need to Grow Better. HubSpot Service Hub is customer service software that makes it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them longer, and grow your business faster. With Service Hub, you can create a frictionless customer experience and turn happy customers into growth. Service Hub has all the tools you need to delight customers at scale.

    Intercom is a customer platform with a suite of products for live chat, marketing and support. Our products work together seamlessly. Start with one or more.

    Kustomer is the omnichannel customer management platform for enterprises focused on delivering standout experiences - not resolving tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading people-first brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice, Sweetgreen, Stella & Dot, and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $70M in venture funding, and is backed by leading VCs including: Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

    When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Make those conversations happen easily and efficiently with Zendesk Talk.