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Conversational Customer Engagement reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

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

Top 10 Conversational Customer Engagement Software

  • Service Hub
  • Intercom
  • Front
  • Podium
  • Birdeye
  • Kustomer
  • Freshdesk
  • Drift
  • Dixa
  • Help Scout

Compare Conversational Customer Engagement Software

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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(521)4.4 out of 5
Entry Level Price:$0

HubSpot is a leading growth platform. Since 2006, we have been on a mission to make the world more inbound. Today, over 68,800 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 eas

(1,256)4.4 out of 5
Optimized for quick response

Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

(614)4.6 out of 5
Optimized for quick response
Entry Level Price:$9 per user/month

Front powers the heart of business — the meaningful connections between teams and customers that lead to lasting relationships. Bringing email and apps together in a collaborative customer communication platform, Front drives business impact by scaling the natural conversations that create customers for life. More than 6,000 businesses are using Front today to cultivate personalized customer relationships at scale and transform their work into impact. Learn more at frontapp.com.

(1,105)4.6 out of 5
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Podium is redefining the way customers interact with local businesses. From collecting reviews on the sites that matter most, text-enabling your website with Webchat, collecting payment via text, gathering private feedback after an experience to managing all your customer messages from one central dashboard with Inbox, Podium is the answer. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and team at every customer touchpoint

(975)4.8 out of 5
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Birdeye is an all-in-one customer experience platform that provides businesses with the tools to deliver great experiences at every step of the customer journey. More than 60,000 businesses of all sizes use Birdeye every day to be found online and chosen through listings and reviews, be connected with existing customers using text messaging, and deliver the best end-to-end customer experience with survey, ticketing and insights tools. Founded in 2012, Birdeye is headquartered in Palo Alto, and

(286)4.4 out of 5
Optimized for quick response
Entry Level Price:$89 per month, per user

Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing

(2,343)4.4 out of 5
Optimized for quick response
Entry Level Price:Free for UNLIMITED agents

Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered sup

(489)4.3 out of 5
Entry Level Price:$0

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 i

(236)4.2 out of 5
Optimized for quick response

Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every

(225)4.3 out of 5
Entry Level Price:$20 user/month

Help Scout scales like any other help desk, but the customer experience feels personalized like email. Help Scout is ideal for companies of all sizes, and specifically companies with 11+ users. Help Scout's clutter-free features keep teams of any size on the same page. With best in-class-reporting, integrated knowledge base, robust API and tons of integrations, and free iOS apps and Android app to support customers on the go, Help Scout lets your team focus on what really matters: your customers

(175)4.5 out of 5
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Freshchat is a customer messaging software built for businesses of all sizes. With Freshchat, delight your customers wherever they are — web, mobile, social, messengers. Freshchat encompasses both modern and mature capabilities to completely transform your customer experience and help you scale your business. Freshchat is a product from Freshworks — used by more than 150,000 businesses worldwide. Why Freshchat? Freshchat is a messaging-first product that focuses on engagement and support. F

(35)4.6 out of 5
Optimized for quick response
Entry Level Price:Free month / user

Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation across all channels. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences, increase contact center generated revenue by up to 10%, and cut technology costs by up to 40% by moving to an

(96)4.2 out of 5
Optimized for quick response

The high-tech world we live in has opened up new possibilities for how sales and marketing teams can build meaningful relationships with their prospects and customers. The innovation of mobile channels has created an outlet that many companies aren’t currently utilizing. Having trouble qualifying leads, converting prospects, or engaging with your customers? This is where Sonar mends the gap. Sonar is a leading business-text communication platform. With dozens of integrations, seamlessly connect

(308)4.4 out of 5
Entry Level Price:Free

Userlike is the first and only live chat software to help your business win and nurture customers across messaging channels. Chat with your customers on your website, Facebook Messenger, WhatsApp, Telegram and SMS. Over 10,000 SMEs and leading businesses around the world such as Lufthansa, Porsche and more are creating long-term customer relationships with Userlike. Benefits: - Generate leads like never before. Your most valuable leads are the people who already reach out to you. Userlike is a

(57)4.6 out of 5
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Heymarket is business text messaging for teams. They get shared inboxes for messaging with customers, partners, and employees. The other side never needs to install an app and gets normal SMS, Facebook, and Apple Business Chat messages. Employees stay productive with business grade productivity features such as templates, assignments, scheduled messages, and more. Administrators get enterprise grade controls such as roles and permissions, built in reports, custom fields, integrations, and a ful

(15)4.9 out of 5

Customer Support & Helpdesk software used by 500+ businesses daily. Specifically designed for high-volume, high-growth businesses that want to grow customer service, without hiring more agents. Are your ticket volumes increasing and you don't want to hire more agents? Over 500+ Shopify stores have switched to Richpanel to scale their customer service. Customers have migrated from Zendesk, Gorgias, Live Chat, Helpscout & Freshdesk. What can you do with Richpanel? 1. Resolve up to 50%

(24)4.1 out of 5

RingCentral Engage Digital enables companies to manage all their digital customer care channels within a single platform. As a result, agents can manage multiple channels through a unique interface, increasing their response speed, streamlining resources allocation and leveling the flow during peak periods, ultimately impacting customer satisfaction. Over 13.5 millions messages coming from various sources (email, chat, messaging, social media, etc.) are categorized, prioritized and dispatched t

(47)4.4 out of 5
Entry Level Price:$95 per month

Crisp is the ultimate all-in-one multichannel customer support platform that helps businesses connect instantly with their customers or leads who are waiting for support. With its quickly evolving set of tools, Crisp is leading businesses through the customer-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customers lifecycle experience for potential customers, generate more qualified leads, enhance customers help, improve customers satisf

(56)4.5 out of 5
Optimized for quick response

Verloop.io's the world's leading customer support automation platform that helps businesses deliver delightful support experiences to their customers, across channels. With its fast-evolving set of automation tools, you can use Verloop.io to - Automate Customer Support on your website - Generate more leads on your landing pages - Qualify leads in real-time - Improve buyer experience by assisted buying experience Get started for free today and join 15,000+ businesses using Verloop.io. How d

(58)4.3 out of 5

Sparkcentral is a cloud-based customer service platform that enables businesses to design, scale, manage, and optimize all customer conversations. Powered with automation, chatbots and designed for messaging at scale. From WhatsApp to Facebook Messenger and Twitter to businesses’ websites and mobile apps, Sparkcentral allows brands worldwide to reach and support customers at scale wherever and whenever they want. What differentiates Sparkcentral is that we truly understand the world of custome

(22)4.5 out of 5

Quiq helps brands present their customers with consistently jaw-dropping customer experiences across SMS/text messaging, rich messaging, web chat, and social channels. With Quiq’s Conversational Engagement Platform, companies can easily orchestrate commerce and service conversations involving both bots and humans. We think businesses should engage with their customers in the same ways people communicate with their friends. When customers can reach you how they want to reach you, when they want

(69)4.4 out of 5
Optimized for quick response

Conversocial is the Conversational Customer Experience Platform for messaging. Tapping into the unique nature of messaging and voice channels, Conversocial powers conversational customer experiences for marketing, sales and customer service with a seamless, integrated solution for AI-driven bots and human agent-based customer engagement. Conversocial was named "Top 50 Innovative Companies to Watch for 2020" by The Silicon Review

(320)4.2 out of 5
Optimized for quick response

Helpshift is a mobile-first customer service platform. It delivers a great in-app help experience for many of the world's top mobile apps and mobile games. Whenever users need help they can get it right in the app with immediate, automated solutions to many issues. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family. Helpshift’s customers are leading brands such as Microsoft, Supercell, Square, Tencent, Brex, Niantic, TBS/TNT,

(11)4.4 out of 5
Optimized for quick response

Chatbox has rebranded to Prompt.io. Prompt.io is a text messaging platform purpose built for speed, reliability, and automation, that offers both person-to-person (P2P) and application-to-person (A2P) messaging. Prompt.io provides businesses a significant communication advantage by combining text messaging with mobile forms, creating one seamless, end-to-end mobile customer experience from communicating to closing business. Founded in 2014, Prompt.io is headquartered in Seattle and was included

(32)4.6 out of 5
Entry Level Price:€5 per agent / month

Trengo a powerful solution to manage all you prospect, client and team communication. The multi-channel team inbox enables it to collaborate with colleagues and communicate efficient with prospects & clients via all available communication channels: Email, WhatsApp, Messenger, Telegram, Livechat, WeChat, Voice & SMS. Embed the multi-channel livechat on your website and enable prospects and clients to communicate via all aforementioned communication channels. Automate conversations w

(15)4.6 out of 5

Haptik helps businesses build AI assisted Chatbots using Industry AI models with domain-specific intelligence to accurately comprehend user intent and deliver contextual responses solving user inquiries end-to-end. Here is how Haptik can help you ensure customer delight: https://www.haptik.ai/why-haptik Haptik is proud to be a part of the Jio - Google - Facebook digital ecosystem since 2019. We look forward to leveraging these partnerships to deliver even greater customer success, as we take th

(5)4.3 out of 5

Welcome to the expanding world of Messaging and the infinite possibilities eGain Messaging Hub™ offers your business. eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

(17)4.4 out of 5

GoSite creates simplified technology for small businesses that drive America's economy. Our software empowers them to have everything they need in one place to connect with their customers in the digital era. Our cloud-based suite of mobile and web tools transforms the way our customers run their business, on the go, and everywhere.

(135)4.6 out of 5
Optimized for quick response

Swell helps you grow your business by putting your reputation to work. You focus on doing a great job and let Swell make sure everyone knows about it. When you look as good online as you do in person, new customers will come your way. Swell does it by capturing way more reviews and feedback than competing solutions (like, tons more), while giving you tools to engage with customers and prospects in real-time. With more reviews and better engagement, you’ll look awesome online, rank higher in sear

(4)3.1 out of 5

Rich multi-touch engagement. Your customers can engage across all devices and channels, mobile and web, giving them what they need, when they need it, how they need it, simply, seamlessly, and in context.

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Check out the G2 Grid® for the top Conversational Customer Engagement Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
Leaders
High Performers
Contenders
Niche
Freshdesk
Conversocial
RingCentral Engage
Help Scout
Intercom
Sparkcentral
Userlike
Drift
Podium
Front
Birdeye
Crisp
Dixa
Verloop.io
Kustomer
Quiq Messaging
Freshchat
Heymarket Business Text Messaging
Gladly
Richpanel
Service Hub
Sonar
Market Presence
Satisfaction

Learn More About Conversational Customer Engagement Software

What is Conversational Customer Engagement Software?

The buying experience is evolving. Between online, mobile, and voice assistants, the customer experience now pervades all aspects of our lives. Therefore, customer service needs to evolve quickly, matching the speed and convenience of the digital shopping experience. Conversational customer engagement platforms help create a continuous, insightful dialogue across all communication channels, without sacrificing the human touch of traditional interactions.

Depending on the size and structure of your business, your contact center may involve a number of specialized service experts who work varying hours. The intelligent messaging apps in this category enable customer service departments to streamline operations and centralize ongoing customer relationships. Within these advanced platforms, communication with your customers becomes a single string of interactions across their favorite channels, rather than a series of individual calls or messages. This ensures that genuine relationships are formed and interactions are as helpful as possible. As customers consider new purchases or encounter issues with their current products or services, they can seamlessly jump back into a conversation right where they left off.

Key Benefits of Conversational Customer Engagement Software

  • Unite customer service interactions from different channels into a single, continuous conversation
  • Intelligently route conversations to the correct employee based on customer situations
  • Track and update relevant customer information and events to be viewed alongside conversation streams
  • Integrate with other sales and marketing tools to deliver timely messages and guide customers through purchases, upgrades, or modifications

Why Use Conversational Customer Engagement Software?

Good communication is a growing priority for consumers, and standards are rising. When sales or customer service teams engage customers in conversation, they represent the company as a whole, leaving an impression that influences future buying decisions and brand reputation. Conversational commerce is the intersection between marketing, sales, and customer service, made possible with advanced technology such as artificial intelligence (AI). Omnichannel customer experience solutions, such as those in this software category, help brands deliver the results that consumers expect and keep up with their market competition.

These platforms allow businesses to expand interactions beyond the constraints of typical day shift support lines and a never-ending pile of service tickets, while leveraging and joining together the many lines of communication that exist today. With the right engagement platform, companies can foster positive experiences and customer satisfaction in a way that is realistic and convenient for modern users. Whether a customer wants engagement through social media, text messaging, email, or other mediums, these platforms allow those unique messaging channels to funnel into a singular line of personalized communication. Additionally, service teams can track customer histories and preferences and use these insights to inspire informed conversations and identify sales opportunities.

Who Uses Conversational Customer Engagement Software?

However your customer service team is laid out—whether a handful of employees or a team distributed around the globe—they may benefit from the unified customer engagement solutions featured in this category. Within these apps, customer service experts create accounts and information about their roles, then administrators and department leads assign different permissions or responsibilities within the support workflows. Over time, with manual and intelligent updates based on performance, roles, and customer relationships, employees can be assigned different conversations. Collectively, the service team ensures each customer is given equal treatment within the engagement platform and wherever else their experience takes them.

In some cases, employees in outside departments are alerted to customer interactions or asked to assist with certain complicated issues. Customer data gathered on engagement platforms can be automatically transferred to existingCRM software tools as well as other platforms where this information may be useful. These powerful platforms are designed to fulfill the customer engagement strategy in customer service teams. The primary users will be the employees in these departments.

Conversational Customer Engagement Software Features

The platforms featured in this category are diverse offerings, each with their own unique tool sets that make them valuable virtual assistants to support teams. A number of these tools fall into additional categories as well, with features that can help teams engage with customers in a variety of ways. The following are some prominent features that define this emerging software space:

Unified conversations — A consumer brand in the digital age has a significant number of channels for interacting with customers, including email, social media, and chat bots on the company’s website. At different points in their experience, customers may choose to engage on multiple different channels based on personal preferences or other factors. The platforms in this category allow companies to monitor the differing methods used by individual customers, and bring these separate threads together. Then, service team members can engage through the singular conversation and broadcast individual messages to specific customer-facing channels at different times based on client preferences. These continuous support conversations make the service process more focused around genuine interactions rather than support tickets.

Additionally, several products in this category include conversational AI technology, which assists with automation of responses or proactive messaging at various points in the customer journey. Administrators can configure AI platforms to track customer actions or sentiment and engage the customer with helpful messages at the optimal time, as well as during news alerts or product updates. These unique marketing tools use natural language processing (NLP) software to deliver human-like messages and correctly identify and respond to a customer’s message. Automated discussions are tracked in the unified conversation streams alongside the rest of a customer’s interactions with the service team.

Smart routing — A number of platforms include smart, skill-based routing features that help to distribute conversations to the employees most qualified to handle them. This can further streamline the end user experience and save teams time and effort with internal routing. To deploy these features, service managers build out smart routing flows based on the expected customer scenarios and the employees best suited to handle them, and these settings can be updated as employees switch roles or gain experience. Intelligent routing tools ensure the most qualified employees handle the most important conversations, ensuring customers receive the best and expedited answers to their questions. These features are especially useful for larger support teams, allowing conversations to flow smoothly without delays or incomplete interactions.

Customer knowledge — Thanks to conversational AI, data extraction, and integrations with other customer data systems, a number of these engagement platforms provide relevant customer knowledge with every conversation. When a service team member engages with a customer, these platforms display the unified data such as a customer’s order history, product preferences, and contact information. This knowledge can help support specialists get to know a customer when joining a conversation, determine the best approach, and offer personalized assistance. Customer profiles on these platforms can be updated manually or automatically.