Check out our list of free Conversational Customer Engagement Software. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.
If you'd like to see more products and to evaluate additional feature options, compare all Conversational Customer Engagement Software to ensure you get the right product.
Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.
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
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.
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
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
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
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
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
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
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
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
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
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
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
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%
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,
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
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.
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
iAdvize is a conversational platform that allows more than 2000 brands in 100 countries to bring a profitable human touch to the digital experience at scale, using a blend of human touch and artificial intelligence. We connect customers with experts available 24/7 via messaging. iAdvize is a ‘Gartner Cool Vendor’ certified platform that generates value for brands such as Disney, TUI, L’Oréal, Nespresso. In 2019 a Forrester study proved that a 64% ROI can be achieved.
Through the Conversational Cloud platform, LivePerson provides AI-powered messaging and chatbots to help 18,000+ brands, including many Fortune 500 companies, drive the marketing, sales, and customer care results that matter for their businesses. Named to Fast Company’s World’s Most Innovative Companies list in 2020, LivePerson leverages 20+ years of live chat and messaging data to process language efficiently and enable brands to design, scale, manage, and optimize all consumer conversations wi
Ozonetel CloudAgent offers a cloud contact center for inbound, outbound and blended communications. Key features of the application include multi-channel ACD that covers voice, email, SMS, and social media, as well as IVR, an outbound dialer and quality monitoring tools for supervisors. The ACD comes with skill based routing and intelligent universal queue. Ozonetel CloudAgent also offers a CTI (computer telephony integration) system with screen pops for complete contact information including c
ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals a
Watermelon is the most user-friendly conversational platform for the ultimate customer experience. Centralize all your online customer contact in one clear overview and work in the most efficient way. Automate your customer service, marketing and sales with a code-free conversational assistant. Strenghten your team with the right tools and collaborate to be a winning team. Be there for your customers 24/7, during every step of their journey. Tell the tale supported by consise data and optimize y
Zowie is the powerful automation-first support system that emphasizes the need for synergy between the customer service team and AI. It automates up to 92% customer service inquires and lets you build automated, personalized customer experiences on channels like website chat, Messenger, WhatsApp, and more within minutes. Book a demo and look at increasing happiness of the agents, customers, and analytic data you need.
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
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.
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.
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.