1. Plivo CX 

Ideal for mid-market e-commerce, B2C, and healthcare companies, Plivo CX is a cloud-based omnichannel customer support and retention platform that brings all customer data into a single-pane-of-glass solution. 

The unified platform ensures that no matter which channels a customer uses to contact support—be it chat, email, SMS, or voice—the service quality remains consistent. Agents no longer need to switch between channels to find the context of the problem, leading to faster resolutions. On the other hand, customers can quickly resolve their queries, in their preferred channels—which promotes a convenient experience.  

To up the game, you can train and deploy OpenAI-powered self-service chatbots to reduce reliance on live agents further,  by over 50%. 

Moreover, you can track your customer support team’s performance through live metrics and detailed reports. 

2. Salesforce Service 

Salesforce Service assists companies in addressing data silos by consolidating all customer data into one centralized location. Additionally, it includes the “Last Activity” field to keep businesses informed about their most recent customer interactions, allowing them to filter communications based on the timing of their last interaction. 

Salesforce facilitates tracking customer engagement, simplifying the identification of proactive customers. 

It is more suitable for large enterprises. Examples of its current customers include Spotify, Amazon Web Services, Walmart, etc.

3. HubSpot Service Hub

Service Hub by HubSpot changes how customer experience impacts your business by leveraging AI technology, offering omnichannel support, and integrating with marketing and sales data to drive scalable customer support.

Service Hub offers proactive tools to improve customer health, identify upsell opportunities, and drive customer retention.

4. Zendesk

Zendesk Support Suite allows you to centralize customer conversations, interact with users using chatbots, connect with over 1,500 third-party apps, and analyze customer service performance through intuitive reports and graphs.

Its round-the-clock AI-powered bots provide customer insights by detecting sentiment and intent, helping agents predict and understand customer needs and emotions.

From enterprises and startups to small and medium-sized businesses, Zendesk mainly serves the retail, financial services, education, manufacturing, healthcare, telecommunications, and media industries.

5. Keap

Keap is a CRM tool and automation builder for small businesses, particularly service-oriented ones (such as coaching and consulting businesses). It helps with multiple aspects of customer service, from managing customer lists to creating sales pipelines.

Keap’s strategic reporting feature tells you which customers have clicked an email or purchased a product. Pre-designed email and text templates and advanced predictive algorithms ensure that leads and clients receive timely communications tailored to their needs and preferences.

6. Freshworks

Freshworks Customer Service Suite helps businesses of all sizes centralize customer interactions across various platforms, such as Facebook, WhatsApp, Twitter, email, and live chat.

With advanced automation webhooks, you can automatically update customers on their inquiries, initiate conversations using pre-designed chatbot sequences, and support agents in resolving customer problems.

7. Hotjar

Hotjar is a one-stop solution offering tools like heatmaps, recordings, feedback, live interviews, and surveys for user insights. Observe how each customer moves through your website and see what catches their eye. This also allows you to detect where they lose interest.

The tool also offers easy-to-fill surveys to collect customer feedback. The sentiment analysis feature automatically categorizes the responses as positive, negative, or neutral, saving you time and helping you improve engagement with your clientele.

Hotjar caters to any business seeking insights into customer behavior, from small websites and e-commerce brands to SaaS, retail, financial services, subscription businesses, etc.

8. Qualaroo 

Qualaroo is a cloud-based research tool that allows you to ask customers specific questions based on their user activity. These targeted surveys provide accurate information about your customer experience, enabling you to improve and optimize it. The tool targets micro-businesses, startups, and larger websites like LinkedIn, Udemy, and Glassdoor.

9. ClickUp 

ClickUp provides different views (List, Board, Table) to track projects, client communication, and retention efforts in a visually intuitive manner. 

Customize ClickUp’s task management system to suit client retention activities, including follow-up calls, satisfaction surveys, and special client engagement initiatives.

Its built-in reporting features provide valuable data on customer retention, sales effectiveness, and team efficiency, which can be used to make informed decisions. ClickUp caters to enterprise-level companies, startups, non-profit agencies, etc.

10. ProfitWell 

ProfitWell by Paddle provides services to more than 5,000 subscription-based businesses (both B2B and B2C organizations). It reduces customer churn by automatically recovering declined payments. 

ProfitWell also captures customer metadata to attempt payment retries strategically. The interface offers comprehensive reports and visual representations, providing valuable insights into customer and revenue growth.

11. Zoho CRM 

Zoho serves enterprises and small businesses in the automotive, retail, financial services, and education sectors.

Zoho integration gathers information from landing pages and stores customer data in dashboards. It generates personalized reports for each customer, containing their contact information, current projects, product needs, previous orders, etc. Use this information to segment customers and target them with customized offers. 

Real-time data collection and reports 

This feature enables customer retention software to gain insights into valuable metrics, such as sales call metrics, lead drop-out rates, marketing video performance, link click-through rates, email engagement, and average wait and handle times. 

Look for a tool that presents the collected data as organized reports with tables and graphs. 

Customer segmentation

Personalization is the key to retaining clients. Customer segmentation can group different customers based on their demographics, purchase behavior, engagement levels, or other specified criteria and then develop and deliver a personalized customer experience (such as discount codes for cart items or promotions) to build strong connections.

Omnichannel engagement

Customers today interact with brands across multiple channels, including social media, email, live chat, and phone calls. Look for a tool that helps you connect with customers and maintain a high service quality across all communication channels.