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All-Time Top-7 Tools to Boost Online Customer Engagement
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The CX Insights August 31, 2020 | 8 Min Read

All-Time Top-7 Tools to Boost Online Customer Engagement

As Covid-19 continues to create havoc in our personal and professional lives, customer engagement takes center stage.

With every passing day, ironically enough, companies are looking to extend intuitive care on online platforms and engage in creative thinking to solve logical, everyday problems. 

Since everything is virtually going online (pun intended), customer engagement tools are playing a vital role in connecting customers across the globe.

Let's look at what recent research tells us about the increasing role of digitization in customer-centricity and changing the customer mindset.

There's clearly a skyrocketing growth of online shopping channels for better safety and hygiene practices since March 2020:

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Additionally, according to the latest study by Walker, "By 2020, the importance of customer experience will increase as price and product decrease for most businesses:"

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It goes without saying that the need of the hour is to combine customer-centricity with powerful AI-led tools that can help brands connect with customers instantly and more importantly, with relevance, empathy, and sensitivity.

Top-7 Customer Engagement Tools to Watch Out For based on Specific Business Goals

1. Ideal for Landing Page Enhancer: "Conversion Voodoo" 

If you wish to boost your conversion rates and engage in landing page optimization, you need to get your hands on Conversion Voodoo. This tool actively performs a host of customer engagement and revenue-driving tasks such as:

  • Reviewing your visitors’ first impressions.
  • Performing multivariate A/B testing.
  • Optimizing your landing page's design and customizing it according to the needs of every customer.
  • Keeping track of statistics and repairing funnels.
  • Offering a free performance analysis on your website.

Here's a use case that offers more perspective on the success of this tool:

"A travel site client of ours was able to increase their revenue by over $47 million in just 90 days with our help. We pulled all the strings and went as far as creating an entirely new design for their website, as well as adding new functionality to increase user interaction and customer longevity." - Conversion Voodoo

2. Ideal for Omnichannel Customer Engagement: "Acquire"

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Every brand under the sun wants to engage with customers from a centralized place and prevent toggling between customer communication tools at all costs. Enter: Acquire's all-in-one Customer Engagement Platform:

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To begin with, let's explore the all-round benefits this platform offers:

  • Efficient and instant CX: You can view all your digital customer interactions in a single timeline and respond instantly.
  • Omnichannel CX: It allows you to offer omnichannel customer experience and engage with users in real-time.
  • Mobile-first video calls: You can personalize your online interactions using a mobile-friendly video chat feature. Plus, you can funnel VOIP and SMS messages to one dashboard and respond seamlessly:

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  • Live chat and chatbots: You can connect with users and address queries faster using a conversational live chat feature. Additionally, you can take off your team's workload by automating FAQs with chatbots that will answer repetitive questions immediately and effectively.
  • Co-browse and screen share: You can view and interact with your customers’ browsers when they get stuck by literally taking over and guiding the way using visual cues.
  • Email monitoring: Finally, you can manage all your customer emails in sync with your real-time communication.
     

3. Ideal for Marketing Automation: "HubSpot"

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HubSpot offers a full stack of software for marketing, sales, and customer service, with an integrated CRM at its core. One of the biggest advantages of using Hubspot’s marketing automation platform is that you can use a lot of super-useful features for free and then upgrade as you scale.  

Take, for instance, Hubspot’s exit-intent software that enables you to personalize popup forms with zero code:

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More importantly, it seamlessly integrates with HubSpot CRM. This allows you to extract deeper insights into user behavior as well as potential customers.

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Plus, the dashboard is easy-to-use and effortlessly highlights how well your marketing efforts are shaping up while also displaying which ones would benefit from optimization:

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4. Ideal for Heat Maps: "Hotjar"

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Wouldn't it be wonderful if you could visualize your customer's behavior in the form of graphically-represented data?

Here's where Hotjar's heat map feature comes in handy. In simple terms, the tool showcases the most popular (hot) and unpopular (cold) elements of a website so that you can understand what your users are liking and what they dislike about the website. 

By making use of real-time data, you can make changes to your website that map to the user behavior and, in turn, enhance the overall user experience by leaps and bounds.

Remember that the heat maps come in diverse forms such as click heatmaps, scroll heatmaps, download, and share heatmaps, move heatmaps, and heatmaps split, to name a few.

That's not all. Its “Visitor Recordings” feature allows you to view recordings of real visitor behavior on your website and identify which Call to Action they are most interested in:

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Then, there's the “Conversion Funnels” feature, which enables you to pinpoint the specific page/step in which your visitors are repeatedly leaving your website.

Finally, feedback polls allow you to understand the reason behind user behavior. All in all, if you wish to get a 360-degree understanding of your user behavior on your website, you should use Hotjar. 

5. Ideal for End-to-End Omnichannel Service: "Honestly"

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At the heart of Honestly's offerings is the ability to gather omnichannel feedback in real-time and at the right moment in the customer experience. This allows you to improve upon and boost your customer experience.

Whether you use Honestly's survey tablets or other feedback channels, this all-round tool empowers you to create and retain more customers in an organic capacity. In addition, you can access customer feedback from a centralized dashboard and filter the data by location.

The dashboard also offers glimpses of other critical customer metrics such as CSAT, NPS, among others:

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Long story short, the tool offers unparalleled flexibility when it comes to customer as well as employee feedback.

6. Ideal for Capturing User Feedback: "UserVoice"

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As the name suggests, UserVoice allows your customers to voice their choices and opinions with respect to new features they would like to use or changes on the overall customer experience.

What makes this tool incredibly convenient to use is that customers can leave their feedback without the need to create profiles. Naturally, this encourages more and more users to provide feedback and helps your brand to offer products/services that are more in tune with what your customers want and need. 

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Here's how it works. All you have to do is add a 'feedback' portal on your website/app where customers can share their thoughts and experiences instantly. For instance, customers can vote for your product/service via Net Promoter Score (NPS).

Furthermore, if you're worried about getting duplicate feedback, the 'auto-suggest' feature can come to your rescue. It automatically matches any existing feedback and cuts down on duplicates. 

Finally, it helps to know that you can capture the feedback from apps that people use every day like Gmail or CRM. This allows your team to route special requests by customers on-the-fly:

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Some of the most well-established and renowned brands in the world proactively reach out and capture user feedback. This empowers them to innovate in an easy and actionable manner and redirect their efforts on features that actually matter the most.

7. Ideal for A/B Testing: "Optimizely"

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Conversion rate optimization is not an easy feat to achieve. It includes a host of user-oriented tasks and actions such as testing, discovering, and deploying strategies to enhance customer experience and prevent churn. 

This is exactly what Optimizely, a cloud-based marketing solution, does for you. It empowers your product teams to test, alter, and deploy customer-centric digital experiences.

Plus, companies can leverage it to make data-driven decisions and implement personalization across mobile apps, TV apps, and IoT apps. So if you rolling out rests across devices and platforms, this is the perfect tool for you.

That's not all. You can identify which control groups are offering the most insights and engage in results-driven and multivariate A/B testing. 

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The platform comes power-packer with a visual editor and a stats engine that allows users to drive experiments using real-time data as the foundation against predefined business goals.

Additionally, you can monitor and analyze success with the help of insights into key metrics such as clicks, visitor actions, page views, among others:

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Finally, remember that Optimizely integrates with multiple third-party softwares such as Google Analytics, Adobe Audience Manager, etc. It also offers a Rest API, which lets you customize the platform as per your needs and requirements. 

The Way Forward: Say Goodbye to a 'Tone-Deaf' Approach with CX Tools

All things said and done, user engagement tools that offer real-time insights into customer engagement can serve as a beacon of light for brands during the pandemic and even in the post-COVID-era. 

After all, the customer shopping patterns are evolving, and so are their preferences. In the same vein, it is critical that brands make use of real-time data and revamp their customer experience (CX) strategies.

This will allow them to stay abreast of the latest customer trends and leverage digital tools that can offer insights into what the customers want and provide an in-depth understanding of their needs and preferences. By using all this data, you can target your marketing to the right people at the right time.

One final takeaway: Whether you use digital tools or enhanced personalization tactics, driving customer engagement to instill signs of positivity and hope is the biggest learning to emerge out of the pandemic - until now. 
 

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