deskubots logo

Try These 12 Customer Engagement Software Tools in 2024

Try These 12 Customer Engagement Software Tools in 2024

Table of Content

Like Hercules faced his twelve labors, you're up against the challenge of improving your customer engagement in 2024. It's not a Herculean task though, with the right tools at your disposal.

In this ever-evolving digital age, numerous software solutions promise to enhance your customer interaction and engagement. We're set to discuss 12 powerful customer engagement software tools that could be game-changers for your business.

Intrigued about which ones made the list and how they could potentially transform your customer engagement strategy? Hang on, as we're just about to unravel the mystery.

Key Takeaways

  • Customer engagement software enhances customer interactions and fosters emotional connections, improving the overall customer experience.
  • Investing in customer engagement software is an investment in the future success of your business.
  • The top 12 customer engagement software tools of 2024 can significantly enhance your customer engagement strategies.
  • Segmentation, communication tools, issue tracking, feedback mechanisms, and automation are crucial components of customer engagement software.

Customer Engagement Software: 12 Tools to Try in 2024

Diving into the world of customer engagement, here are 12 software tools you should consider for your business in 2024. These are the best customer engagement tools to optimize your customer's journey and foster an emotional connection with your brand.

One of the top customer engagement software to consider is Help Scout. It's a versatile platform that includes a help desk, live chat, and a knowledge base for your customers.

Next, there's Drift, a conversational marketing and sales platform that lets you interact with your customers in real-time.

HubSpot CRM Suite also makes the list. It's an all-in-one customer engagement platform that not only helps you manage your relationships but also provides a variety of tools to improve your customer engagement strategy.

What is Customer Engagement and Why is it Important?

After exploring some top-notch customer engagement tools, let's now understand what customer engagement truly is and why it's so crucial for your business.

Customer Engagement is the emotional connection your customers form with your brand. It's about understanding customer behavior, their needs, and how you can better engage with customers.

Your customer engagement needs vary depending on your business goals, but the ultimate aim is to build a stronger relationship with customers. That's because an engaged customer represents a 23% premium in terms of profitability, revenue, and relationship growth. Hence, the importance of customer engagement can't be overstated.

From raising brand awareness to providing post-purchase support and feedback, customer engagement encompasses various touchpoints. Engaging with customers through personalized experiences and interactions encourages stronger emotional connections. It's a win-win scenario – your customers feel valued and understood, and you enjoy the benefits of their loyalty and increased business.

In 2024, enhancing your customer engagement strategy should be a top priority. With the right tools in your arsenal, you'll be well-equipped to make each customer feel like they're your number one.

What is Customer Engagement Software and How Does it Help?

Understanding customer engagement software and its benefits can revolutionize your business by boosting customer loyalty and driving growth. This type of software is a collection of tools designed to optimize your customer interactions. It's all about fostering that crucial emotional connection between your brand and your customers, which is the essence of customer engagement.

Think of customer engagement software as your digital toolbox. It comprises help desks, social media management systems, live chat, and feedback apps, among others. These tools allow you to personalize customer experiences, which is key to building stronger relationships and encouraging further engagement.

But how does it help your business? Firstly, it enhances the overall customer experience by ensuring timely and relevant communication. This can lead to improved customer retention, as satisfied customers are more likely to stick around.

Secondly, it provides valuable data for decision-making. You're able to understand your customers better, enabling you to make smarter, data-driven decisions that drive growth.

Therefore, investing in customer engagement software is an investment in your business's future, paving the way for sustained success.

The Top 12 Customer Engagement Software Tools of 2024

Let's explore the top 12 customer engagement software tools of 2024 that can turbocharge your business's growth and customer relationships. These software tools of 2024 have capabilities that can significantly enhance your customer engagement strategies.

Top on the list are Help Scout, Drift, and HubSpot CRM Suite, each offering unique features like personalized communication, live chat, and A/B testing. These tools are vital for optimizing your customer journey, fostering loyalty, and driving your email marketing campaigns.

Next, invest time to evaluate Intercom and Zendesk. They provide comprehensive reporting and analytics, giving you valuable insights to make data-driven decisions.

The remaining seven software tools offer a range of options that cater to specific needs. They optimize customer interactions, improve retention, and increase your business's efficiency and productivity.

In 2024, these top 12 customer engagement software tools will give your business a competitive edge. So, don't hesitate to try these tools in 2024. Remember, a robust customer engagement strategy is vital in today's digital age. Hence, equip your business with the right tools to navigate this landscape successfully.

Help Scout

Help Scout is an excellent tool that displays relevant customer information in each conversation, making your communication more contextual and effective. This feature-rich platform offers dynamic customer support, helping businesses understand customer needs and preferences.

With its engagement widget, Beacon, you're able to deliver targeted messaging and proactive support. This goes a long way in enhancing customer experiences, ensuring your clientele feels heard and valued.

What's more, Help Scout offers microsurveys. These are designed to collect meaningful feedback in real time, allowing you to better gauge your customers' sentiments and adjust your strategies as necessary.

But it doesn't end there. Help Scout is all about data-driven decision making. It provides reporting dashboards for all its tools, granting you access to clear, concise data that can inform your business decisions.

Finally, let's talk about Help Scout's knowledge base solution, Docs. It's a self-service tool that gives your team easy access to important information, reducing the time they spend searching for answers. This makes for more efficient problem-solving and, ultimately, happier customers.

In all, Help Scout is a comprehensive solution for customer engagement, worthy of consideration in 2024.


Shifting gears to Drift, you'll find it's a leading customer engagement software designed specifically for sales and marketing teams. As one of the top-notch tools to try in 2024, Drift stands out with its unique features aimed at boosting customer engagement and streamlining your sales process.

Unlike traditional customer service tools, Drift focuses on conversational marketing and sales. This means you can engage your customers in real-time conversations through live chat, video, or even email. You can also take advantage of Drift's self-service chatbot flows, making it easy to respond to customers even when your team is offline.

One of the standout features of Drift is the engagement score it offers. This score helps you identify high-converting leads, enabling you to focus on prospects with the highest potential to convert into paying customers.


While Drift excels at conversational marketing, you'll find Optimizely shines in the realm of A/B testing and customer touchpoint experimentation. This platform gives you the tools to enhance user engagement by allowing you to test different variations of your website or app, ultimately improving customer interactions.

Optimizely's low/no code experimentation feature includes a WYSIWYG editor, making it easy even for non-technical users to create and run experiments. This is particularly useful for Conversion Rate Optimization (CRO), as you can make changes and immediately see the potential impact on your conversion rates.

Moreover, Optimizely's analytics platform provides clear and actionable insights. It allows you to understand your customers' journey better, helping you identify where they're engaging or dropping off. This, in turn, enables you to make informed decisions and tailor your strategies accordingly.

The platform also offers segmentation tools, allowing you to target specific groups of customers with tailored experiences. This feature is key in creating personalized customer journeys that boost engagement and conversions.

In short, Optimizely is a powerful tool for any business looking to optimize customer touchpoints, increase engagement, and improve conversion rates.

HubSpot CRM Suite

Diving into the world of HubSpot CRM Suite, you'll discover a comprehensive platform designed to streamline your customer engagement processes and boost business growth. As one of the top tools to try in 2024, HubSpot CRM isn't just a software. It's an integrated solution that enables you to manage all your customer interactions in one place seamlessly.

The beauty of HubSpot CRM is its ability to tailor experiences to individual customer needs. This level of personalization fosters stronger customer engagement, ultimately leading to increased loyalty and sales. The software also offers robust analytics, giving you the insights you need to make data-driven decisions and craft effective strategies.

Moreover, HubSpot CRM helps automate routine tasks, freeing up your time to focus on what truly matters – building strong, meaningful relationships with your customers. From lead generation to customer service, it's a tool that supports every stage of the customer journey.


If you're looking for a tool that offers robust reporting and analytics, Mixpanel should be on your radar. As a comprehensive analytics platform, Mixpanel enables you to track user behavior effectively, giving you deep insights into user behavior. It uniquely measures engagement metrics throughout the customer journey, transforming them into customer insights that drive growth.

This software doesn't just bombard you with raw data. Instead, it provides context, allowing you to understand your customers, their habits, and behaviors better. With Mixpanel, you're not just looking at numbers, you're looking at stories; stories that help you understand your customers and how they interact with your business.

Integration is another strong point of Mixpanel. It seamlessly integrates with other popular tools, ensuring that you have a unified view of your customer data. This gives you the power to understand and influence each customer's journey better.


Intercom, a dynamic customer engagement tool, offers proactive engagement with features like in-app messaging, chat, and surveys. As one of the tools to try in 2024, it's making waves in the customer engagement software market.

Intercom's in-app messaging and chat features allow you to interact seamlessly with your customers, fostering effective and personalized customer interactions.

Intercom's support includes a shared inbox and a knowledge base builder, streamlining your customer service efforts. You won't be juggling multiple platforms, simplifying your workflow. And with the knowledge base, you can empower your customers to find solutions on their own, improving their experience.

What sets Intercom apart is its ability to create product tours and in-app tool tips without coding, making it user-friendly. Moreover, it lets you build custom chatbots for issue resolution and multilingual conversations. This mix of chatbots and live interaction creates a balance, ensuring your customers feel heard and understood.

In a world where customer engagement is pivotal, Intercom blends advanced features with ease of use. It's a tool to consider in 2024, offering a comprehensive approach to interactive communication.


Looking to ramp up customer loyalty and engagement? Kangaroo might be just what you need. This customer engagement software specializes in loyalty programs, offering a platform rich with features designed to foster customer retention. The focus here is on creating sustained customer engagement that's not just a one-time deal.

Kangaroo offers a plethora of features that can be tailored to suit the specific needs of your business. From reward points to coupons, and even referral campaigns, Kangaroo has got you covered. This variety of engagement tools ensures that you can maintain a dynamic and interactive relationship with your customers.

One of the major highlights of this platform is its integration capabilities. Kangaroo seamlessly integrates with ecommerce and POS systems, making it a versatile choice for businesses of all kinds. Plus, its reporting function equips you with valuable insights into your customer engagement strategies.

Moreover, Kangaroo's tiered pricing plans provide options for businesses of different scales. Each higher tier comes with additional features, giving you more room to grow and adapt. Overall, Kangaroo has all the right ingredients to boost your customer engagement efforts in 2024.


Next on our list is ConvertKit, a marketing automation tool specifically designed for creators like podcasters, authors, photographers, and musicians. This customer engagement software is a brilliant email marketing platform that focuses on clean, code-free email design, allowing you to optimize your email campaigns for success.

As a user, you'll find it incredibly easy to interact with the application thanks to its user-friendly interface. You can create personalized emails, fostering a more direct and genuine connection with your audience. This is a crucial aspect of customer engagement, as it allows for more meaningful interactions, which then leads to stronger relationships.

One of the key features of ConvertKit is its robust system for collecting and analyzing customer feedback. You can utilize this data to refine your strategies, ensuring your content always resonates with your audience. This feature is particularly powerful for creators, as it allows you to understand your audience on a deeper level.

ConvertKit isn't just an email marketing tool, but a comprehensive solution that empowers creators to engage their audience effectively. If you're looking for a platform that offers a blend of simplicity, functionality, and depth, ConvertKit is undoubtedly worth considering.


Diving into the features of Zendesk, you'll discover it's a powerful tool offering omnichannel communication for robust customer support. This capability allows you to manage customer communications effectively, ensuring all customer queries are addressed promptly.

Zendesk is more than a Customer Service tool. It's a fully integrated CRM Suite built on the Zendesk Sunshine platform. This suite gives you comprehensive reporting and seamless integrations, driving more efficient and effective customer interactions.

One standout feature is its customizable help center. It empowers customers to find answers on their own, reducing the burden on your customer service team and improving customer satisfaction. You can tailor the help center to fit your brand's look and feel, further enhancing the customer experience.

Additionally, Zendesk's plans for sales teams provide customizable pipelines and sales forecasting. These features help streamline sales processes, ensuring your team can focus on engaging with customers rather than juggling administrative tasks.

Lastly, the software offers access to chatbot support. This feature allows you to handle multiple customer queries simultaneously, improving response times and boosting overall customer satisfaction. When you choose Zendesk, you're choosing a tool designed to elevate every aspect of your customer engagement.


While Zendesk excels in customer support and CRM, you'll find Typeform's strength lies in its engaging survey and form creation capabilities. As a customer engagement software, Typeform takes a unique approach to manage customer interactions. You'll appreciate its interactive design that significantly enhances user engagement across multiple touchpoints.

Typeform offers customization and branding options that go beyond the standard. It allows you to create interactive surveys and forms that resonate with your brand image and voice. This feature is especially useful for businesses looking to collect feedback, conduct research, or generate leads.

This tool, which is one of the tools to try in 2024, also provides advanced features for enterprise companies at a custom fee. Its capabilities extend its use beyond just form creation to being a complete solution for engaging with your customers.

In a world where customer engagement is pivotal, having a tool like Typeform in your arsenal can help you stay ahead. Its focus on engaging design and user experience makes it stand out in the crowded field of customer engagement software.

Don't overlook Typeform as a potential game-changer in your customer engagement strategy for 2024.


If you're seeking to delve deeper into user behavior and insights, Pendo might just be the customer engagement tool for you. This platform is designed to give you a comprehensive understanding of your customers' experiences. It's not just about engagement for Pendo; it's about optimizing that engagement to provide a personalized user experience.

Pendo is more than just a customer engagement software. It combines features such as feedback gathering and in-app engagement tools to provide you with a holistic view of your customer's journey. You'll gain access to visualizations of user paths, helping you understand where your customers are coming from and where they're headed. Additionally, Pendo conducts NPS surveys, providing you with direct customer feedback.

The platform's emphasis on insights and analytics sets it apart. You won't be just scratching the surface; you'll be diving deep into user behavior data. This depth of understanding can help you make informed decisions, refine your strategies, and ultimately enhance customer engagement. With Pendo, you'll have the data you need to deliver a truly personalized experience to your customers.


Building and fostering a sense of community among your customers is what Forumbee excels at, offering features like discussion forums, community Q&A, and a knowledge base. As a customer engagement software, it's tailored to meet your business needs, facilitating seamless customer interactions that can drive your business forward.

Forumbee stands out among the tools to try in 2024, not just for its offerings but also for the ease it brings to customer engagement. It provides an ideation platform, encouraging your customers to collaborate and share feedback, thereby nurturing a sense of belonging.

What truly sets Forumbee apart is its dedication to community building. It doesn't just offer you a platform; it offers your customers a space they can call their own within your brand. This fosters loyalty and increases customer retention, which is invaluable in today's competitive marketplace.

How Does a Customer Engagement Platform Work?

Ever wondered how a customer engagement platform functions to boost your business?

It starts with the customer engagement software gathering data from multiple sources about your customers. This data can include customer behavior, preferences, and interactions with your brand.

The platform then analyses this data to provide you with contextually relevant insights. These insights help you understand your customers better. You're able to see their needs, wants, and expectations. This, in turn, enables you to tailor your services and products to meet their needs, thus enhancing their experience with your brand.

But that's not all. The customer engagement platform also provides you with tools to engage your customers proactively. Think of personalized emails, targeted advertising, and social media engagement. You're not just reacting to customer behavior, you're anticipating it.

And the best part? This customer engagement platform work happens in real time. You're not looking at old data – you're getting live feedback. This means you can make immediate changes to boost customer satisfaction and loyalty.

What to Look for in a Customer Engagement Platform

When choosing a customer engagement platform, it's crucial to seek out features that encourage personalized experiences and interactions. The right customer engagement software will allow you to connect with clients on a deeper level, boosting loyalty and leading to better business outcomes.

In your hunt for tools to try in 2024, prioritize platforms offering a variety of solutions such as help desks, social media management, in-app and web messaging, live chat, and chatbots. These provide the versatility needed to meet diverse customer communication preferences.

As you ponder what to look for in a customer engagement platform, don't underestimate the power of data. Look for software that provides reporting and analytics capabilities for informed decision-making. A contextually relevant customer engagement platform will display pertinent customer information during interactions, allowing for more personalized communication.

Lastly, consider platforms offering proactive messaging, self-service options, and data analysis features. These won't only enhance your customer engagement strategy but also empower your customers, leading to increased satisfaction. Remember, the right customer engagement platform isn't just about meeting your needs, but also about exceeding your customers' expectations.


While you're crafting your customer engagement strategy, it's essential to understand the role of segmentation, a process that categorizes customers based on shared characteristics or behaviors to personalize interactions and marketing efforts. Segmentation is the key to tailoring your marketing strategies to specific customer groups, and in turn, enhancing your engagement within these groups.

By analyzing user interactions and events, segmentation allows you to understand different customer needs and preferences. This leads to more effective communication and a higher level of personalization. You're not just throwing messages out there; you're making sure they resonate with the right people.

Further, segmentation helps you identify high-value segments for targeted campaigns and retention efforts, maximizing your customer lifetime value. This can lead to increased customer loyalty and higher conversion rates, which improves your overall business performance.

Communication Tools

In your quest to boost customer engagement, communication tools play a crucial role, facilitating vital interactions between your business and its customers. These tools allow you to connect with your customers on a personal level, enhancing their experience and fostering loyalty.

Communication tools range from in-app messaging platforms to live chat features and chatbots. A cloud communications platform, in particular, offers a seamless way to interact with your customers in real-time, providing instant responses to queries and concerns. This immediacy fosters a sense of connection and trust in your customers, showing them that you're available and attentive to their needs.

Moreover, these tools enable you to go beyond reactive communication. With features like proactive notifications and personalized messaging, you can anticipate your customers' needs and engage them proactively. This not only increases customer satisfaction but also encourages more active engagement.

Adopting the right communication tools within your customer engagement strategy isn't just a nice-to-have anymore, it's essential. In the increasingly competitive business landscape of 2024, having the tools to connect and interact effectively with your customers can make all the difference in building strong, long-lasting relationships.

Issue Tracking

As you strive to enhance customer engagement, you'll find that issue tracking plays a key role in managing and resolving customer-reported problems effectively. This process empowers your business to create a more streamlined experience for the user, enhancing their interactions with your brand.

Issue tracking tools allow you to monitor and manage customer-reported problems or concerns efficiently. These tools offer features for categorizing, assigning, and tracking the progress of reported issues, providing a clear picture of the problem's status. The right customer engagement software can make this process even easier, integrating issue tracking with other crucial functions like communication and segmentation.

Through issue tracking, your team can prioritize and address customer issues effectively, keeping your users satisfied and engaged. It fosters the necessary communication and collaboration to resolve customer issues quickly and efficiently. More importantly, it organizes problem reports, giving you a comprehensive view of your customer's issues.


Navigating the landscape of customer engagement, you'll soon discover the pivotal role of feedback in understanding your users' values and refining your offerings to meet their expectations. Feedback is the cornerstone of customer engagement, providing invaluable insights that drive your strategies and actions.

In 2024, customer engagement software tools will be more advanced, offering comprehensive feedback mechanisms. Software tools like Survicate and Typeform are top choices. Survicate enables multichannel feedback collection through website, in-app, and email surveys, providing you with targeted user feedback. It's an all-in-one tool to understand what your users value and how you can meet their expectations.

On the other hand, Typeform is known for its engaging, interactive surveys and forms. It's not just about collecting feedback, but also about creating an enjoyable experience for your users. With its unique approach, you'll see higher response rates and more detailed feedback.


Harnessing the power of automation, you can significantly streamline your repetitive tasks and workflows, enhancing efficiency and freeing up time for more strategic tasks. Marketing automation, in particular, is a game-changer, enabling businesses to manage customer data effectively and efficiently.

With automation, you're able to offer personalized experiences based on customer behavior and preferences. It's no longer about a one-size-fits-all approach, but tailoring interactions to each individual. This not only fosters better relationships but also boosts customer loyalty.

Moreover, automation introduces targeted push notifications. These are timely, relevant alerts that guide your customers through their journey with your brand, from initial engagement to conversion and beyond. It's about proactively addressing their needs and exceeding their expectations.

Importantly, managing customer data through automation provides invaluable insights. You understand your customers' habits and needs better, which helps in crafting more precise marketing strategies. Not only does this result in higher customer satisfaction, but it also leads to improved business outcomes.

In the end, automation isn't just about efficiency; it's about delivering a superior customer experience. And in today's competitive landscape, that's what really sets businesses apart.

Reporting and Analytics

Building on the efficiency of automation, let's explore how reporting and analytics can further enhance your customer engagement strategies. With customer engagement software, you've got the power to track interactions and behaviors across every customer touchpoint. This isn't just about data collection; it's about turning raw data into actionable insights.

These tools give you a clear picture of your customer engagement trends and performance metrics. You'll see who's engaging, when they're doing it, and how it's affecting your bottom line. This level of detail can be a game-changer in your strategy development. You'll know what's working, what's not, and where to focus your efforts for maximum engagement.

Consider Customer Analytics as your secret weapon. It offers detailed reports on customer engagement, satisfaction levels, and conversion rates. You're not just guessing about customer preferences anymore; you're making data-driven decisions.

Reporting and analytics tools don't just measure the effectiveness of your initiatives – they help you improve them. They highlight the strengths and weaknesses of your engagement strategies, guiding you towards better customer relationships. Don't underestimate the power of informed decision-making. In the realm of customer engagement, knowledge truly is power.


In the world of customer engagement, integrations aren't just a nice-to-have, they're a must for optimizing functionality and streamlining operations. Integrations enable your suite of tools to work in harmony, creating a seamless platform that helps in data sharing and communication. This isn't just a tool for businesses, it's a revolutionary way for businesses to make the most of their resources.

Integrations are essential for leveraging the full potential of your customer engagement software. It allows different systems within your business to communicate effectively, transforming your operations from disjointed to unified. Imagine being able to connect your customer engagement software with your other business systems? The efficiency and effectiveness of your operations could skyrocket.

Moreover, integrations allow for personalized experiences. By enabling customers to connect across various touchpoints, you can start to drive more efficient and meaningful customer interactions. So, if you're serious about enhancing your customer engagement in 2024, don't overlook the power of integrations. They're more than just a nice-to-have, they're a business necessity.

Moving Forward: Enhancing Customer Engagement in 2024

As we approach 2024, it's vital that you're not just keeping up with customer engagement trends, but actively seeking out ways to enhance your strategies with the help of top-notch software tools.

Businesses looking to elevate their customer engagement game should consider tools such as Help Scout, Drift, and HubSpot CRM Suite, all of which are set to be top customer engagement software in 2024.

These tools offer a myriad of features aimed at enhancing customer engagement, including personalized communication, loyalty programs, email campaigns, and in-app messaging. They also provide valuable reporting and analytics, allowing you to track and measure your engagement efforts.

Moving forward, the key to successful customer engagement lies in understanding your customer's journey and optimizing it. Utilize these tools to solicit feedback, manage social media interactions, and provide real-time assistance through live chat.

Frequently Asked Questions

What Software Do You Use to Track Consumer Engagement?

You're likely using software with real-time engagement monitoring and analysis techniques. Consider software selection criteria, privacy concerns, and global tracking. Options like Help Scout or Drift might be part of your toolkit in 2024.

What Is Customer Engagement Software?

Customer engagement software's your tool for connecting with customers. It tracks engagement metrics, offers customization, and aids in overcoming implementation challenges. Despite potential future trends, its benefits are essential for a thriving, customer-centric business.

What Is Engagement Management Software?

Engagement management software offers benefits like improved customer interaction, useful engagement analytics, and seamless software integration. You'll need to be savvy in vendor selection and stay informed on its future evolution.

What Are Customer Engagement Strategies?

You'll develop customer engagement strategies using engagement metrics, omnichannel strategy, and personalization techniques. You'll improve social media engagement and implement loyalty programs to build emotional connections and customer loyalty.

What Customer Engagement Software Tool Would You Recommend for Easy Customer Communication and Retention?

When it comes to easy customer communication tools, one great option is a customer engagement software tool like Intercom. It provides a user-friendly interface for businesses to interact with their customers through various channels, ultimately improving customer retention. Its intuitive features make communication and relationship-building a breeze.


There you have it! You're now equipped with an understanding of customer engagement and the software tools that can help enhance it.

From Help Scout to HubSpot CRM Suite, these platforms offer features like automation, analytics, and integrations to boost your business.

So, don't wait, start engaging your customers more effectively in 2024. Now's the time to level up your customer engagement game!