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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 for Medium-Sized Businesses

    Products classified in the overall Conversational Customer Engagement category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Conversational Customer Engagement to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Conversational Customer Engagement category.

    In addition to qualifying for inclusion in the Conversational Customer Engagement Software category, to qualify for inclusion in the Medium-Sized Business Conversational Customer Engagement Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

    Top 10 Conversational Customer Engagement Software for Medium-Sized Businesses

    • Service Hub
    • Intercom
    • Podium
    • Kustomer
    • Front
    • Freshdesk
    • Dixa
    • Drift
    • Birdeye
    • Gladly

    Compare Medium-Sized Business 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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    (519)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

    (1,251)4.4 out of 5
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    Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

    (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

    (265)4.4 out of 5
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    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

    (602)4.6 out of 5
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    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.

    (2,341)4.4 out of 5
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    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

    (236)4.2 out of 5
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    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

    (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

    (973)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

    (35)4.6 out of 5
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    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

    (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

    (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

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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
    Help Scout
    Intercom
    Drift
    Podium
    Front
    Birdeye
    Dixa
    Kustomer
    Freshchat
    Gladly
    Service Hub
    Sonar
    Market Presence
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    Learn More About Conversational Customer Engagement Software

    What You Should Know About 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.