Top 15 platforms to boost customer engagement on your website

Reading time: 25 minutes08.08.2022
Top 15 platforms to boost customer engagement on your website

You spend so much on lead capturing, but users still visit your website and don’t perform an essential action. Sounds familiar? You’re not alone: over 75% of marketers say that customer engagement on their website is lower than they want it to be, especially on the early stages of the funnel. 

So the question is: how to overcome this problem and increase customer engagement?

There are many customer engagement tactics for eCommerce or SaaS, and many tools you can use — pop-ups, email marketing, chatbots, or live chat. The bad news is that usually, these are different tools. Often businesses need to pay for each of these instruments separately, which might be quite costly. 

That’s why companies tend to choose customer engagement platforms. What are they?

customer engagement platform is software that helps build interaction with prospects and customers at each marketing funnel stage. To do it, customer engagement platforms combine several marketing instruments: chatbots, pop-ups, email marketing tools, etc.

Such platforms help marketing, support, and sales teams by combining several listed tools, saving money, and building better customer engagement. For example, you don’t have to integrate platforms that collect prospects via chatbot to send engagement emails. 

And here we come to the main question of this article: which platform to choose for your business?

How to choose a customer engagement platform

There are so many platforms and services that it may be very tricky to choose one for you. Needs differ from business to business, so pay attention to those customer engagement platform features that will meet your requirements and business goals.

We advise you to pay extra attention to the following tools:

  • Live chat is a must-have for customer support. When a user visits your website and explores your product, some questions might pop up. They may leave your website forever if they can’t find who to ask or where to do it. Don’t fence off the questions. It’s better when your live chat engagement is high — this shows that users are interested in your product.
  • Lots of companies use a chatbot as proactive customer support and engagement tool. Say a user visits your website. You send an “I’m here if needed” message via chatbot to engage them in conversation, and turn a website visitor into a prospect. 
chatbots as a part of a customer engagement platform
  • Video/audio calls are a kind of supplement to a live chat. Sometimes it’s more convenient to book a call than try to explain some complicated issue via message.
  • Analytics tools are a must-have in your tech stack to track the efficiency of your marketing and customer support activities. For convenient use, they better be embedded into a customer engagement platform.
  • The opportunity for omnichannel communication with customers. If a prospect starts communicating on Instagram/WhatsApp but finishes it in a live chat, you won’t lose a single message and stay in the context. 
  • Pay attention to integrations — check if a customer engagement platform you chose integrates with other tools you already use. 

Now, let’s explore what customer engagement platforms exist, what features they offer, and how suitable they are for your business. Platforms on this list suit companies of different sizes with different budget.

If you don’t have time to read, check out our hit parade of the best customer engagement platforms in this video 👇

We know so much info might be overwhelming. So to help you make a decision, we’ve made a table with platforms’ pricing so you could find the most affordable one for your business.

TrialFree planPricingThe price depends on
Dashly7 daysYesFrom $39/moNumber of website visitors
and messages sent
The number of agents’ seats is unlimited
Zendesk30 daysNoFrom $19/moNumber of agents’ seats
TwilioNoNoCustom priceThe features you use
Bold360 (Genesys DX)60 days for chatbotUp to 12 monthsFrom $75/moThe features you need
Intercom14 daysNoPrice on demandNumber of website visitors
and agents’ seats
Freshdesk21 daysYesFrom $15/moNumber of agents’ seats
Tidio7 daysYesFrom $19/moNumber of agents’ seats
EngatiAvailableNoPrice on demandFeatures you choose
EngageBayNoYesFrom $11,99Number of agents’ seats
Userlike14 daysYesFrom $90Number of agents’ seats
Salesforce30 daysNoFrom $400/moNumber of agents’ seats
Pega30 daysNoFrom $260/mo or $1.26/requestNumber of agents’ seats
and customer service requests
Zoho CRM15 daysNoFrom $14Number of agents’ seats
EudataNoNoPrice on demandFeatures you choose
LivePersonNoNoPrice on demandNumber of agents’ seats

But of course, pricing might not be enough to make up your mind. So we prepared a table with pricing and features of all customer engagement platforms mentioned in this article. Grab it here 👇

Comparison of 15 customer engagement platforms features and plans

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Comparison of 15 customer engagement platforms features and plans

Dashly

Dashly customer engagement platform. Sign up to learn how it works in practice! 7 days for free

Dashly is a customer engagement platform that will suit small, middle-sized, and enterprise businesses. Dashly provides support, marketing, and sales teams with a list of features to automate their routine tasks — chatbot, live chat, email marketing, and so on. You can set up Dashly in a couple of minutes without engaging developers and quickly start using all these tools to boost your customer engagement.

Dashly helps focus on building a conversation on each step of the funnel: from the first session to the key action. Also, using this conversational marketing platform, you can automate some communications and spend less human resources on them.

If you face problems with starting your first communications, there are ready-made campaigns, so you can launch them in several minutes.

Dashly features as a customer engagement platform

Dashly offers its users:

  • chatbot to proactively start conversations with website visitors and offload your customer support;
  • live chat with mobile apps for Android and IOS;
  • pop-ups with the pop-up builder to convert traffic into prospects;
  • email marketing to nurture prospects;
  • knowledge base to provide self-service;
  • 30+ integrations with Zoom, CRMs, socials, email, and messaging apps;
  • analytics reports;
  • A/B testing;
  • website visitors tracking, and more. 

Pricing

Free trial: available for 7 days.

There are three paid plans: Business Chat, Automation, and Premium. The first one includes live chat, team inbox, and integrations; the second one will cover all your needs and includes all the customer engagement features.

The price starts from $39/mo and depends on the number of website visitors.

dashly customer engagement platform pricing
Sign up to test chosen tools and enhance your customer engagement

Dashly also offers a forever-free plan with limited functionality. But it’s suitable for small businesses that want to connect to their first users.

Pros and cons of Dashly as a customer engagement platform

Pros:

  • Dashly tools implementation team;
  • Flexible reports.
  • Integrations with your socials, messengers, CRM.
  • Unlimited agents seats.
  • Visual builders for every tool. 

Cons:

  • No AI.
  • No 24/7 support.

Zendesk 

Zendesk customer engagement platform
Zendesk customer engagement platform

Zendesk is one of the best customer engagement platforms. It will help you launch personalized conversations with website visitors and pay off traffic investments. Zendesk is a solution for middle-sized and big SaaS and eCom companies. Thanks to the chatbot and other automation tools, Zendesk enables 24/7 customer engagement and customer support.

Zendesk features as a customer engagement platform

  • live chat with mobile apps;
  • chatbot;
  • email marketing;
  • call function in the live chat widget;
  • triggered messages and task automation;
  • a lot of integrations, including Zoom, Facebook, Instagram, WhatsApp, and so on.

Pricing

Free trial: available for 30 days.

Zendesk customer engagement platform pricing

There are three plans: Team, Growth, and Professional. The price depends on the number of agents’ seats. Starting from the Growth plan, you’ll be able to use custom dashboards and reports, while using the Professional plan will allow you to automate some tasks.

Pros and cons of Zendesk as a customer engagement platform

Pros:

  • AI technology.
  • Supported in almost 40 languages.
  • Easy to set up and onboard team.

Cons:

  • No email and pop-up builder.
  • No detailed visitors analytics.
  • Not user-friendly templates.
  • Advanced features are available only on expensive plans.

Twilio 

Twilio customer engagement platform
Twilio customer engagement platform admin panel. Source

This is a customer engagement platform specializing in personalized interactions and business communications with website visitors and customers. Twilio enables communications via chat, video, email, and voice. Also, API’s available. 

Twilio customer engagement platform is used mainly by small and middle-sized businesses but still suits enterprise companies. 

Twilio features as a customer engagement platform

  • calls and messages
  • Sendgrid email API
  • WhatsApp API
  • cross-channel conversation on SMS, MMS, and live chat
  • in-app WebRTC video

Pricing

There are no plans — you can choose the features you need and pay for them separately. For example, emails start from $14,95/mo, while WhatsApp’s price starts from $0,0042 per message.

Twilio customer engagement platform pricing

Pros and cons of Twilio as a customer engagement platform

Pros:

  • Ability to pay only for those features that you’ll use.
  • Good value for money.

Cons:

  • No marketing tools such as pop-ups or chatbots.
  • The Admin panel is non-intuitive.
  • Unfriendly customer support.

Bold360 (Genesys DX) 

bold360 customer engagement platform
Genesys DX customer engagement platform admin panel. Source

Bold360 (Genesys DX) is a platform that allows companies to deliver a seamless customer experience. Using AI, the platform enables personalization for better engagement in the conversation. This platform mostly suits enterprises but will be helpful for companies from the mid-segment.

Bold360 (Genesys DX) features as a customer engagement platform

The main advantage of this customer engagement solution is AI. Here are the features Genesys DX provides:

  • AI-powered chatbot;
  • live chat;
  • multi-channel support;
  • proactive customer support and engagement;
  • email marketing;
  • omnichannel engagement (SMS, WhatsApp, Facebook, MS Teams, and so on).

Pricing

Free trial: available for up to 12 months.

Overall, the service offers five plans to its users:

bold360 customer engagement platform pricing

The Cloud CX 1 plan suits customer support teams — this offers such features as inbound and outbound voice calls, callbacks, and so on. The Cloud CX 2 plan is ideal for digital interactions — this adds to the first plan access to digital communication channels and AI-powered customer engagement. The Cloud CX 3 plan also includes workforce engagement management. There is also a plan which allows you to choose features that you want to use.

Pros and cons of Bold360 (Genesys DX) as a customer engagement platform

Pros:

  • AI-powered tools.
  • Easy to use and onboard your team.

Cons:

  • You need to pay for any extras in live chat.
  • Customer support is too slow.
  • Reports take too long to load and often are inaccurate.

Intercom 

intercom customer engagement platform
Intercom customer engagement platform admin panel. Source

Intercom is a colossus in the world of customer engagement platforms. This platform may be too expensive for start-ups and small businesses, but it still offers a lot of features to meet the needs of customer support, marketing, and sales teams. There are a lot of modules that enable you to launch communications on the web, mobile, or email. 

Intercom features as a customer engagement platform

  • live chat and posts
  • chatbots
  • in-app surveys
  • banners
  • push notifications
  • email marketing (including surveys, dynamic content, and scheduling), and so on

Pricing

Free trial: available for free for 14 days, but you’ll have to give your credit card details.

There’s a Starter plan for very small businesses with a price of $74/month if billed annually. 

Other pricing information is available by demand. Your paid plan will depend on the agents’ seats you need and the number of people you reach monthly with outbound messages using Intercom. 

intercom customer engagement platform pricing

When it comes to naming, the best plan for customer engagement is the Engagement plan. It includes emails, push notifications, bots, banners, and other tools that will help you boost the conversion rate on your website.

Pros and cons of Intercom as a customer engagement platform

Pros:

  • Easy to install and use.
  • The service provides in-depth data about clients.
  • Strong in-product feature set.

Cons:

  • The price is too high, and plans are complicated.
  • Customer support takes up to 24 hours to process your request.

Freshdesk

freshdesk customer engagement platform
Freshdesk customer engagement platform admin panel. Source

Freshdesk is a platform that helps companies of all sizes boost customer engagement and customer support. The service combines several communication channels and allows automated workflows so that you can deliver customer service with less effort. 

Freshdesk features as a customer engagement platform

  • omnichannel customer engagement and support (WhatsApp, MS Teams, telephony, and so on),
  • automated follow-ups, escalation, and other tasks,
  • custom dashboards and reports, 
  • knowledge base,
  • email marketing and email bot.

Pricing

Free trial: available for 21 days.

freshdesk customer engagement platform pricing

There are three paid and one free plan. You can use the Free plan’s email, knowledge base, and other features. The Growth plan also includes Automations. The Pro one adds API and custom dashboards, while the Enterprise plan allows you to use an email bot. 

Pros and cons of Freshdesk as a customer engagement platform

Pros:

  • Free plan is available.
  • Easy to launch and onboard your team.
  • A lot of integrations with other products.
  • Quick reports generation.

Cons:

  • Automation is slow sometimes.
  • Not all the desktop features are available in the mobile app.
  • No ability to change the subject in emails.
  • Expensive if you want to use a chatbot.

Tidio

tidio customer engagement platform
Tidio customer engagement platform admin panel

Tidio is a platform that promises to enhance both your customer support and sales. And it offers all the necessary tools for successful customer engagement. This platform mostly suits mid-sized companies and bigger in different business segments.

Twilio features as a customer engagement platform

Here you’ll find all the essentials:

  • live chat with one inbox for all your communications;
  • chatbot;
  • analytics;
  • Zoom integration via Zapier;
  • visitor behavior tracking;
  • integrations with social media, messengers and CRM.

Pricing

Tidio offers three paid plans, starting from $19/month. The price will depend on the number of users.

Free trial: available for 7 days.

pricing for tidio as customer engagement platform

Tidio offers three paid plans, starting from $19/month. The price will depend on the number of users. There’s also a free plan available with limited functionality.

Pros and cons of Tidio as a customer engagement platform

Pros:

  • The platform’s interface is intuitive and easy to navigate.
  • Wide range of useful integrations.

Cons:

  • A lot of users say this solution is quite costly.
  • The software might be buggy sometimes

Engati

engati customer engagement platform
Engati customer engagement platform admin panel. Source

Engati is a live chat and chatbot platform for customer engagement increase. Using Engati, you can build a chatbot in just a few minutes and publish it across any of 15 integrated communication channels. The platform promises to help generate more leads, increase Conversion Rates, and boost customer support metrics. 

According to some users’ reviews, the service might be too costly for startups, even though it eventually pays off. But the solution will perform the best for mid-market businesses. 

Engati features as a customer engagement platform.

There are two key features: live chat and chatbot. But along with these, Engati provides:

  • pre-built and custom integrations (WhatsApp, Instagram, Facebook, Skype, Slack, and so on);
  • custom reports.

Pricing

Free trial: available, but gives access to limited functionality.

engati customer engagement platform pricing

The pricing is available by request since it depends on the set of features you choose.

Pros and cons of Engati as a customer engagement platform

Pros:

  • Visual chatbot editor and pre-built templates.
  • Responsive customer support.

Cons:

  • Advanced integrations are available on the most expensive plan.
  • Small feature set.

EngageBay 

engagebay customer engagement platform
EngageBay customer engagement platform admin panel. Source

EngageBay combines tools for marketing, sales, and support teams. This customer engagement platform is designed to acquire and nurture leads. Using tools like email marketing, web forms, marketing automations, and live chat, businesses will close more deals and generate more revenue. 

You can add up to 15 users for free, so it’s ideal for small and mid-sized companies.

EngageBay features as a customer engagement platform

  • email templates
  • ready-made campaigns
  • live chat
  • push notifications
  • web forms
  • web analytics, and so on

Pricing

engagebay customer engagement platform pricing

A free plan offers tools like email marketing and message sequences, CRM, and live chat. The Basic plan (starts from $11,99) adds to this feature set templates, pop-ups, SMS, and other features. To get marketing automation, push notifications, and A/B tests, you’ll need to start the Growth plan (from $39,99). The Pro plan enables using web analytics and custom reports.

Pros and cons of EngageBay as a customer engagement platform

Pros:

  • Easy to set up and use.
  • Responsive and friendly customer support.
  • Lots of features for customer engagement.

Cons:

  • No calendar integration.
  • The limited number of live chat triggers.
  • The knowledge base and platform documentation are a bit tricky.

UserLike 

userlike customer engagement platform
UserLike customer engagement platform admin panel. Source

Userlike is a customer engagement platform focusing on live chat. It allows building communications across different channels, including Instagram, Facebook, WhatsApp, live chat, SMS, etc. Also, this enables proactive messages so that you can engage more users in conversation.

As a customer engagement platform, Userlike will be most beneficial for small businesses, although mid-market find this solution handy too.

UserLike features as a customer engagement platform

  • live chat
  • chatbot
  • video calls
  • integration with WhatsApp, API access

Pricing

Free trial: available for 14 days.

userlike customer engagement platform pricing

There is a free plan available — UserLike allows you to use live chat with the ability to send photos and videos. To unlock WhatsApp integration and add-ons, you’ll need to upgrade to the Team plan (it starts from $90/mo). The Corporate plan starts from $290 and enables using analytics and video calls. To use a chatbot and API, your monthly fee will start from $720.

Pros and cons of UserLike as a customer engagement platform

Pros:

  • Easy to install and use.
  • Intuitive interface.
  • AI automated language translation.

Cons:

  • Chatbot is available only on the most expensive plan.
  • Limited number of features.
  • System bugs appear sometimes.

Salesforce 

salesforce customer engagement platform
Salesforce customer engagement platform admin panel. Source

Salesforce is a complex platform that combines products for sales, customer support, marketing, commerce, and so on. It also offers tools for customer engagement, personalization, and automation. In other words, there is everything for you to provide the best customer experience and boost customer engagement among website visitors.

This solution is the best for mid-market and enterprise companies that want to increase customer engagement. 

Salesforce features as a customer engagement platform

  • email marketing
  • live chat
  • chatbot
  • content creation tools
  • integration with Salesforce Sales Cloud so that you can unite sales and marketing data
  • triggered responses and campaigns along a customer journey
  • SMS, MMS, push-notifications
  • A/B tests and analytics

Pricing

Free trial: available for 30 days.

salesforce customer engagement platform pricing

The cheapest plan starts from $400, including email marketing, content tools, and integrations with Salesforce Sales Cloud. The Corporate plan (which starts from $3750/mo) also adds AI tools and mobile messaging (SMS, MMS, and push notifications). 

Note that the billing is annual — you must contact Salesforce customer support to pay monthly.

Pros and cons of Salesforce as a customer engagement platform

Pros:

  • Easy to use, friendly interface.
  • Ability to customize everything.
  • You can track a lot of customer data.

Cons:

  • Chatbot and many other advanced features are only available as an add-on.
  • You need developers for additional functionality.
  • Many users find the license very expensive.

Pega

pega customer engagement platform
Pega customer engagement platform admin panel. Source

Pega customer engagement platform powers digital communication. Due to the combination of artificial intelligence and customer communication tools, Pega can help you deliver the best customer experience, increase customer engagement, and boost sales simultaneously. 

The solutions are most suitable for enterprise companies. Also, small and mid-market businesses find the platform handy.

Pega features as a customer engagement platform

  • AI-triggered engagement
  • customer communication via SMS, email, mobile, and so on
  • paid ad on LinkedIn, Facebook, and Google
  • advanced analytics
  • live chat

Pricing

There’s a 30-day trial period when you can test the platform’s functionality. 

Pega has a special paid plan for customer engagement. It starts from $260/mo or $1.26/case. The price depends either on the number of users or customer service request cases.

Pros and cons of Pega as a customer engagement platform

Pros:

  • AI for better engagement.
  • Customizable UI.
  • Easy to integrate with other tools.

Cons:

  • Setting up the process may be tricky.
  • There are not enough resources: no open data about the pricing.
  • Slow-working customer support.

Zoho CRM

zoho customer engagement platform
Zoho CRM customer engagement platform admin panel. Source

Zoho CRM is a customer relationship solution that enables automation, personalization, and analytics. Among the key features of Zoho CRM are marketing automation, sales funnels, seamless integrations, analytics dashboards, and so on. So, the platform will be great for small businesses and mid-market companies. 

Zoho CRM features as a customer engagement platform

  • email marketing including email parser
  • marketing funnels
  • standard and custom dashboards
  • marketing automation
  • web forms
  • integrations, and API

Pricing

Zoho CRM offers a 15-day free trial to test the platform’s functionality.

zoho customer engagement platform  pricing

The standard plan offers email marketing and a custom dashboard; the price starts from $14/mo. You’ll need to upgrade to the next plan — the Standard, to get automated lead generation from social networks. The Enterprise plan (starting from $40/mo) allows you to use an email parser, AI for email analysis, marketing funnels, and A/B tests. The Ultimate plan makes all the Zoho features available to use. 

Pros and cons of Zoho CRM as a customer engagement platform

Pros:

  • User-friendly interface.
  • Easy to set up and use.

Cons:

  • Slow-working customer support and different agents can give different answers to the same question.
  • Limited customization.

Eudata 

eudata customer engagement platform
Eudata customer engagement admin panel. Source

Eudata is the customer engagement platform that integrates the most popular customer communication channels: WhatsApp, Facebook, Telegram, and so on. Eudata helps automate customer engagement and increase the Conversion Rate while reducing sales costs. Zero code interface allows running campaigns even if you’re a non-technical person.

Eudata best suits mid-market companies and enterprises.

Eudata features as a customer engagement platform

  • live chat
  • chatbot
  • customer segmentation
  • third-party integrations
  • dashboards, and analytics

Pricing

Eudata offers custom pricing, so to know the exact price, you need to contact the sales team.

Pros and cons of Eudata as a customer engagement platform

Pros:

  • Easy to integrate with other platforms.

Cons:

  • You have to schedule a demo before you’ll find out the pricing.
  • Configuration may be a bit tricky as it’s difficult to find documentation.

LivePerson

liveperson customer engagement platform
LivePerson customer engagement platform admin panel. Source

LivePerson combines lots of tools for better customer engagement. This platform will help you boost Conversion Rates using conversational ads, capture more customer data, and build omnichannel communication. This customer engagement platform also enables you to launch proactive marketing campaigns and personalize the customer experience on your website.

This customer engagement platform is designed for mid-market companies. 

LivePerson features as a customer engagement platform

  • ads on Instagram and Facebook
  • proactive communication via a live chat
  • multi-channel communication via SMS, WhatsApp, or voice call
  • push notifications and pop-ups
  • marketing automation

Pricing

To know the exact price for your business, you need to contact the service and request a demo. 

Pros and cons of LivePerson as a customer engagement platform

Pros:

  • Intuitive interface.

Cons:

  • Customer support may ignore your requests.
  • Analytics system may not match with other products you use on your website.

Summing up

Phew, 15 platforms, what a journey! We’re sure at least one of the tools will help you strengthen relationships with your customers and increase loyalty to your brand. We advise you to test a few services on a trial period to find the one that fits your business’s needs.

In case you need help with enhancing customer engagement, Dashly expert are here for you.

FAQ

What is a customer engagement platform?

This is a platform that helps companies interact with their website visitors and provide a better customer experience. Also, customer engagement platforms are used to build communications on each marketing funnel stage. There are several tools for this: chatbots, live chats, pop-ups, email marketing, etc.
Dashly is a great example of a customer engagement platform. Sign up and test its functionality off-charge for 7 days.

What’s the difference between a customer engagement platform and CRM?

Basically, CRM is database companies use to keep all the vital information about their clients in one place. There is a lot of information CRM can contain personal data, preferences, complaints, number of orders, etc.
Oppositely, a customer engagement platform is used to interact with existing clients to grow their loyalty, with prospects to upgrade them to clients, and with website visitors to catch their contacts. But it’s a great advantage if your customer engagement platform can integrate with your CRM as Dashly can.

What are the customer engagement tools?

There are plenty of them. The most often used customer engagement tools are:
live chat and chatbot to proactively engage website visitors in a conversation and collect their contacts,
pop-ups to engage in a new feature, collect contacts or just drive attention to something crucial,
email marketing to nurture prospects,
in-app communications and push notification to engage mobile app users.

Why are customer engagement platforms becoming more and more popular?

It becomes more challenging to catch users’ attention as the number of competitors in every industry grows. With the help of such tools as chatbots, live chat, pop-ups, emails, and others, customer engagement platforms help companies to build an emotional connection with customers and keep them more loyal.
Besides, customer engagement platforms pay off rather quickly since they offer a wide range of tools and you don’t have to pay for each of them separately. Check out Dashly pricing, for example, to know how much a customer engagement platform will cost your business.

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