Setting up a business is much easier than keeping it ahead of your competitors. However, in recent years, digital media has played a significant role in branding and customer service. While user engagement is highly critical, many brands overlook it. If you are amongst those, here are some compelling stats that will urge you to improve user engagement right away.

78% of customers say poor customer service experience makes them lose trust in a brand. (Source: SurveyMonkey)

Besides, estimates put that highly engaged customers spend 23% more than less engaged customers.

Thus, customer experience determines the success rate of your business, and the success of customer experience depends on your ability to act on the gathered user insights. Fortunately, there are several tools that help in improving and measuring user engagement.

Top 10 Tools that Help You Improve User Engagement

1. UseResponse

Touted as an all-in-one customer support solution, UseResponse features feedback system, help desk ticketing solution, live chat with messengers, and knowledgebase solution. It is designed to deliver lightning-fast customer service to make the customers happy. Moreover, you can choose to deploy this tool on your premises or in the cloud.

Features

• Manage ideas and organize community
• The solution to support your customers
• Make online documents and manuals
• Support customers using messengers

Pricing

USP

In addition to extending customer support software with multiple features and addons, it provides ready integrations with other services like Slack, Zapier, Salesforce, and more.

2. SurveyMonkey

Used by millions of businesses across the world, SurveyMonkey is one of the most popular survey tools for optimizing user engagement. It boasts the capacity to collect 20 million answers every day. Though it a basic survey platform, it offers a wide range of features right from NPS surveys to customizable checkout forms. SurveyMonkey offers you an extensive catalog of built-in questions for customer satisfaction, employee feedback, events, market research, etc. You can also leverage its reporting tools to make data-driven decisions based on the collected feedback.

Features

• Quizzes with custom feedback
• Custom logo
• Data exports
• Text analysis
• A/B testing
• Multilingual surveys
• Crosstabs
• White label surveys

Pricing

USP

With its encrypted platform, your data remains secure and locked by Norton, TRUSTe, and HIPPA features.

3. HubSpot

HubSpot’s customer service software enables you to capture feedback (both qualitative and quantitative) so that you can understand your customers well. It lets you create surveys, shares them via different communication channels, and personalize them. You can leverage the benefits of the NPS survey to determine customer loyalty over time. Moreover, it facilitates you to send surveys like Customer Effort Score (CES) surveys that help determine how easily your customers get the support they demand. Thus, you can track and improve user engagement over time.

Features

• Automation and Routing
• Knowledgebase
• Tickets
• Feedback
• Conversations
• Team Email
• Live Chat
• Conversational Bots
• Reporting

Pricing

USP

It tracks all your customer feedback in a single dashboard and hence enables your entire team to monitor changes in customer satisfaction.

4. Qualtrics Customer Experience

This wholesome feedback software not only focuses on your customers but also your employees, brand, and product. Being a pro at customer surveys, it comes with over 100 question types, quotas, advanced logic, embedded data, and more. You can even customize the surveys without any need for coding. Besides, its drag-and-drop interface bestows complete control in the hands of the users. All the proceedings can be monitored with clicks.

Features

• Custom Survey URLs
• Question Library
• Data Analysis
• Question Branching
• Skip Logic

Pricing

While Qualtrics does not mention its pricing on its website, we got to know from a third-party site that Qualtrics’ paid version starts at $3,000/year.

USP

It boasts easy and quick survey building and deployment compared to other providers.

5. InMoment

InMoment, a cloud-based user engagement platform, provides a plethora of solutions, including Social Reviews & Advocacy, Employee Engagement solutions, and Voice of the Customer (VoC) platform. VoC encourages customers to leave online reviews and empowers businesses to access these reviews from any device at any time and take necessary action.

Features

• It provides flexible solutions tailored to specific roles – Marketing, CX Professionals, Data Analyst, Operations, and Human Resources.

Pricing

InMoment hasn’t disclosed its pricing on the website.

USP

It is apt for several niches, including healthcare, automotive, retail, travel, technology, and more.

6. GetFeedback

This visually appealing tool focuses mainly on measuring user engagement and improving it. With GetFeedback, you can create surveys with images and personalize the fonts and colors that represent your brand. Thus, surveys on GetFeedback appear more like conversing with your customers. You can also utilize the benefits of its App to receive reports in real-time and set triggered alerts. Surveys on GetFeedback are user-friendly as well as mobile-responsive; thus, users can submit their responses easily from any device.

Features

• Free Survey templates
• Omnichannel distribution
• Analytics
• Take actions on the collected data
• Salesforce integration

Pricing

USP

It renders the ability to customize the survey’s content based on the responses submitted by the users earlier.

7. Podium

Be it acquiring more leads or maintaining customer retention; Podium empowers your business with the modern customer interaction tools. It lets you gather feedback from customers in just two automated messages; thus, eliminating the need for links or lengthy surveys. Podium enables you to reach where your customers get most engaged. Hence, you can receive responses in minutes. You can even gauge what works most for your customers and whatnot. Thus, you can fix those things and keep winning back customers.

Features

• Pre-defined templates
• Create custom questions
• Notifications
• Scheduling
• Automated responses
• Analytics
• NPS
• Switchboard

Pricing

Podium offers custom pricing plans.

USP

It gives you alerts when a customer has a bad experience and allows you to resolve the issues via a private, two-way conversation before the customer walks away.

8. Survicate

Survicate is a customer survey platform that offers you everything you require to enhance user engagement, sales and build long-lasting relationships with the customers. It boasts the ability to integrate with a lot of software right from analytics, collaboration, customer support, data & enrichment, marketing automation, email to CRM software. With Survicate, you can ensure customer satisfaction and retention.

Features

• Surveys and forms
• Website feedback button
• Website feedback surveys
• Net Promoter Score
• Mobile App surveys
• Feedback Hub

Pricing

USP

You can trigger targeted surveys at different locations on your website and send surveys via email to your customers.

9. piHappiness

piHappiness is a feature-packed customer feedback software that lets you design a wide range of surveys. You can develop engaging NPS, CSAT, and CES 2.0 based surveys to understand your customers. Moreover, this all-inclusive platform helps you obtain customer feedback in just 30 seconds. Thus, it provides the fastest way to learn customer satisfaction. With straightforward communication workflows, real-time notifications, and dynamic questionnaires, piHappiness enables you to transform your unhappy customers into happy ones.

Features

• Customer Happiness
• NPS
• Feedback Reasons/Categories
• Managing Feedback
• Customer Demographics
• Notifications
• Tab and Web log-ins
• Report s & Analytics
• Custom Demographic Reports

Pricing

USP

piHappiness is built to obtain customer feedback for all industries right from single to multiple locations.

10. CustomerSure

With CustomerSure, you can collect customer data by sending surveys through email. The submitted feedback lets you analyze your customer issues and resolve them. Its tools and advanced features let you determine customer satisfaction trends over time. Thus, you can measure, understand, and improve user engagement in real-time with CustomerSure.

Features

• KPI dashboard
• NPS, CSAT, and CES
• Analysis tools
• Easy integration and automation
• Close the loop
• Send surveys
• Analyze Customer Journeys & Satisfaction trends

Pricing

USP

It comes with powerful follow-up, auditing, and GDPR compliance tools to enable you to fetch measurable results.

Now that you know the top 10 tools to optimize user engagement, deploying any of them will assist you in creating a customer-centric approach. But remember one thing, your focus should not only be on collecting feedback but also analyzing them and taking appropriate actions.

Fretty Francis

Fretty Francis is a digital marketing and content strategist at SoftwareSuggest, a software recommendation platform. She’s passionate about analytics, conversion rate optimization and ice-cream.