Marketing channels are getting diversified. Opportunities catching every marketer's attention are:

• Email marketing
• SMS marketing
• WhatsApp marketing
• Push notifications 
• Social media marketing
• Influencer marketing
• Affiliate and referral marketing
• Content marketing (websites and blogs)
• Video marketing
• Podcast marketing

It's all about meeting customers where they are. Omnichannel marketing helps you do that.

In this post, we have listed the top omnichannel marketing tools with detailed features, pricing, reviews, pros, and cons.

What is Omnichannel Marketing Software?

Omnichannel marketing software are platforms that automate and manage your marketing efforts across multiple channels. They integrate email, social media, SMS, push notifications, chatbots, etc., into one platform. You don't need multiple tools to cater to each channel. Instead, you can sign up for a single software and provide a seamless experience to your customers. 

5 Benefits of Omnichannel Marketing Software

1. Consistent brand presence

Omnichannel marketing software brings all marketing channels to one platform making it easy to:

• Create a centralized style guide with logos, colors, and fonts
• Review all the campaigns in one place and ensure they follow the style guide.

Overall, you can provide a consistent brand experience to your customers irrespective of the channel.

2. Personalized marketing

Omnichannel marketing software collates all customer data into one single source, allowing you to draw valuable insights and create personalized marketing campaigns. Three-quarters of customers expected personalization from retailers.

3. Effective lead nurturing

You can diversify your lead nurturing process by having touchpoints via different channels. You still remain on top of customers' heads without being pushy with the same message again and again.

4. In-depth analytics and reporting

With centralized data, you can capture reports and pull up key metrics like impressions, clicks, conversions, ROI, and cost per acquisition. You can also segment customer data and understand your users better.

5. Scalable marketing efforts

Another key benefit of omnichannel marketing software is that you don't have to start from scratch for every new marketing channel you add. You already have a base system with a brand style guide, and you can simply add a new workflow.

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9 Best Omnichannel Marketing Software 

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1. Plivo CX

Plivo CX is an omnichannel marketing solution enabling you to send marketing messages to your customers on their preferred communication channels: SMS, MMS, Email (upcoming), or WhatsApp (upcoming). Beyond marketing, Plivo CX is also extendable to customer support, bringing your entire customer data into one platform. 

Features:

• Supported channels: SMS, MMS, Email (upcoming), or WhatsApp (upcoming)
• Supported languages: English, Spanish, German, French, Italian, Japanese, Korean, Dutch, Portuguese, Russian, Chinese, Mandarin, Cantonese, Afrikaans   
• Supported currencies: Not mentioned on the website
• API support: Get API support to import contacts and manage opt-outs (upcoming). 
• Pre-defined templates: Use existing templates to create campaigns quickly.
• AI support: AI integration can help you optimize the content for your campaigns.
• Integrations: You can integrate Plivo CX with your existing tools. It can be easily integrated with Shopify, Zoho, Freshdesk, Salesforce, Zendesk, HelpScout, Hubspot, Zapier, etc.
• Reporting: You get dashboards to view campaign performance and customer insights. 
• Compliance: Plivo CX complies with data protection standards like GDPR and CCPA. 

Pricing:

Plivo CX Engage offers several plans:

• Free: for up to 1,000 contacts and 300 SMS
• Starter: $19 for up to 5,000 contacts and 1,500 SMS
• Growth: $75 for up to 25,000 contacts and 9,000 SMS
• Pro: $199 for unlimited contacts and 27,000 SMS
• Enterprise: Contact sales for customized pricing.

Pros:

• Easy to set up
• Supports both marketing and customer support functions
• Integrates all key channels: SMS, MMS, Email (upcoming), and WhatsApp  (upcoming) 
• Affordable pricing
• High deliverability rate with Plivo's industry-leading messaging network.

Cons:

• Currently works for Shopify eCommerce brands only

What do Plivo users say?

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2. Omnisend

Omnisend is an all-in-one marketing automation solution built for eCommerce businesses. It's mostly used for email marketing but can also be extended to SMS, push notifications, WhatsApp, pop-ups, and paid social media ads. 

Features:

• Supported channels: SMS, push notifications, WhatsApp, pop-ups, segmentation, and dynamic Facebook and Google ads.
• Supported languages: Not mentioned on the website 
• Supported currencies: USD 
• API support: Get API support to import customer data. 
• Pre-defined templates: Use existing templates to create campaigns quickly.
• AI support: Get AI support to write personalized emails, predict consumer behavior, and analyze campaign results.
• Integrations: 130+ integrations are possible with all top marketing, automation, customer relationship management (CRM), and eCommerce platforms.
• Reporting: Easily capture detailed revenue and engagement reports of campaigns. 
• Compliance: Omnisend complies with data protection standards like the GDPR, CCPA, and Telephone Consumer Protection Act (TCPA).

Pricing:

Free trial available with limited features. The standard plan starts at $1,456 per month for 150,000 contacts.. 

Pros:

• Excellent customer support
• Works with all major eCommerce platforms

Cons:

• Limited pre-defined templates
• Slight learning curve

What do Omnisend users say?

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3. Klaviyo

Klaviyo is a marketing automation platform for eCommerce businesses. It creates personalized experiences for customers across email, SMS, and push notifications. With over 300 pre-built integrations, Klaviyo can easily fit into your existing tech ecosystem. 

Features

• Supported channels:  Email, SMS, and push notification channels
• Supported languages: English, French, German, Hungarian, Italian, Japanese, Korean, Portuguese, Spanish 
• Supported currencies: All major currencies are supported.
• API support: Get API support to import customer data. 
• Pre-defined templates: Use existing templates to create SMS and email campaigns quickly.
• AI support: Get AI support to find the best time to send campaigns.
• Integrations: 300+ pre-built integrations with top marketing, shipping, sales, loyalty, and subscription programs.
• Reporting: Get dashboards with all your marketing campaign data in one view.
• Compliance: Klaviyo complies with data protection standards like GDPR and CCPA. 

Pricing:

Free trial available with limited features. Paid plans start at $945 per month supporting 100,000 email credits.

Pros:

• Extensive features and integrations 

Cons:

• Expensive for small and mid-size companies
• Advanced features require an agency to assist with adoption
• Users complain of slowness in the platform
• Poor customer support.

What do Klaviyo users say?

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4. ActiveCampaign

ActiveCampaign is cloud-based automation software that supports marketing and sales functions. Its top features include email marketing and customer relationship management.
ActiveCampaign also offers sales automation and CRM under the name ActiveCampaign Sales. This ActiveCampaign CRM is an excellent tool for growing sales teams.

Features

• Supported channels: Email, SMS, push notifications, Facebook and Google Ads
• Supported languages: Czech, Dutch, English, French, German, Hungarian, Indonesian, Italian, Polish, Portuguese, Brazilian, Portuguese, Russian, Slovenian, Spanish, Danish, Finnish, Simplified Chinese, Turkish, Vietnamese
• Supported currencies: 155+ currencies supported 
• API support: Get API support to import customer data. 
• Pre-defined templates: Use existing templates to create email campaigns quickly.
• AI support: Get AI support to write personalized emails and predict the right time to send emails.
• Integrations: 940+ integrations covering all eCommerce, marketing, sales, socials, accounting, HR, project management, CRM platforms, etc.
• Reporting: Easily capture campaign reports. 
• Compliance: ActiveCampiagn complies with data protection standards like  GDPR, SOC 2, and HIPAA.

Pricing:

No free trial. Professional plan starts at $809 per month for up to 50,000 contacts. 

Pros:

• Advanced automation marketing capabilities  
• CRM integration makes ActiveCampaign extendable to sales teams

Cons:

• Steep learning curve 
• Slow customer support

What do ActiveCampaign users say?

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5. Braze

Braze is a customer engagement platform that helps brands build strong relationships with consumers. It's an omnichannel platform for businesses to engage with their consumers across various channels, including email, push notifications, in-app messaging, SMS, and more.

Features:

• Supported channels:  SMS, MMS, Email, and WhatsApp
• Supported languages: 180+
• Supported currencies: Not mentioned on the website.
• API support: Use API to import/export data and connect Braze with other platforms. 
• Pre-defined templates: Use existing templates to create campaigns.
• AI support: Get AI support to write campaign content and generate images. 
• Integrations: 140+ integrations are available for top messaging, analytics, and top eCommerce platforms.
• Reporting: Get dashboards with campaign data to optimize future marketing strategies.
• Compliance: Braze complies with data protection standards like the GDPR, CCPA, and SOC2. 

Pricing:

• Not mentioned on the website.

Pros:

• User-friendly interface

Cons:

• Big learning curve
• Limited reporting features. 

What do Braze users say?

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6. Sendlane

Sendlane is a cloud-based marketing automation software that helps brands nurture customer relationships through email and SMS marketing. It targets mid-market and enterprise brands to boost marketing efforts through one unified marketing platform. 

Features

• Supported channels:  SMS, MMS and Email
• Supported languages: English
• Supported currencies: Not mentioned on the website.
• API support: Get API support to import customer data and track customer activity.
• Pre-defined templates: Use existing templates for campaigns such as win-back, abandoned carts, loyalty programs, etc.
• Integrations: You can integrate Sendlane with top eCommerce platforms.
• Reporting: Get dashboards with important metrics such as revenue, open rate, top products, and more.
• Compliance: Sendlane complies with data protection standards like GDPR and CCPA. 

Pricing:

For 500,000 email and SMS credits, the pricing would be $4,955 per month

Pros:

• Excellent customer support
• Good email deliverability

Cons:

• Expensive for small and mid-size companies

What do Sendlane users say?

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7. Avada

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Avada is a marketing automation platform for eCommerce businesses, especially Shopify, Magento, and WooCommerce brands. It supports various channels, including email marketing, SMS, push notifications, and WhatsApp, to enable omnichannel marketing. 

Features:

• Supported channels:  SMS, MMS, Email, WhatsApp, and push notifications
• Supported languages: English, Danish, French, German, Hindi, Icelandic, and Swedish
• Supported currencies: INR, GBP, CAD, USD, AUD, EUR, and JPY
• Pre-defined templates: Use existing templates to design email campaigns.
• Reporting: Get an app dashboard with all important KPIs: open rate, click-through rate, revenue, and conversion rate.
• Compliance: Avada complies with data protection standards like the GDPR, CPRA, SOC2, and PCI-DSS. 

Pricing:

• Free trial up to 14 days. Advanced plans start at $47 per month.

Pros:

• Excellent customer support

Cons:

• Slight learning curve
• Limited customization options

What do Avada users say?

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8. Mailchimp

Mailchimp is a popular marketing automation platform, especially preferred by brands for email marketing. It targets a wide variety of audiences, from solopreneurs and small businesses to large enterprises.

Features

• Supported channels: Email, SMS, WhatsApp, push notifications and in-app messaging
• Supported languages: English, Spanish, French, Portuguese, Deutsch, and Italian
• Supported currencies: USD, EUR, GBP, AUD, INR, NZD, BRL, DKK, SEK, SGD, ZAR, CHF, MXN, CAD, HKD and JPY
• API support: Use API to import data and automate marketing campaigns. 
• Pre-defined templates: Use 100+ free and paid templates to design email campaigns.
• AI support: Mailchimp AI assists in writing email content and finding the best time to email customers.
• Integrations: 250+ pre-built integrations with eCommerce platforms, design, payment platforms, etc.
• Reporting: You get campaign reports with important KPIs like open rate, click rate, click maps, revenue, etc. 
• Compliance: Mailchimp complies with data protection standards like GDPR and CCPA.

Pricing:

Free plan with only 1000 emails per month and the premium plan with 150,000 emails per month start at ₹11,500. 

Pros:

• Extensive email marketing capabilities  

Cons:

• Limited design features for email and landing pages
• Expensive for small and mid-size companies.

What do Mailchimp users say?

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9. Brevo

Brevo (formerly known as Sendinblue) is a marketing automation tool that helps businesses build customer relationships through email and SMS marketing. With Brevo, you get a unified view of the customer journey in one platform. 

Features

• Supported channels: SMS, MMS, Email, or WhatsApp
• Supported languages:  English, Spanish, French, Italian, Portuguese, and German   
• Supported currencies: Not mentioned on the website
• API support: Use API to send out transactional emails. 
• Pre-defined templates: Use existing templates or create your own email templates.
• AI support: Get AI support to write email content and identify the right time to send messages.
• Integrations: 55+ integrations with payment platforms, eCommerce businesses, CRM, automation platforms, etc.
• Reporting: You get a dashboard with all important KPIs such as open rate, click rate, bounce rate, unsubscription rate, etc 

• Compliance: Brevo complies with data protection standards like GDPR and CCPA. 

Pricing:

The free plan with only 300 monthly emails and the premium plan with 20,000 monthly emails start at ₹4075. 

Pros:

• Responsive customer support
• Competitive pricing   

Cons:

• Poor mail deliverability
• Limited templates.

What do Brevo users say?

How to Choose the Best Omnichannel Marketing Software

Seven key factors to check in an omnichannel marketing software are:

1. Is the software easy to use and has detailed documentation for initial implementation?
2. Does the software support your required channels?
3. Does the software categorize customers into meaningful segments to run personalized campaigns? 
4. Does the software offer integrations with your current tech stack?
5. Is the pricing right for your budget?
6. Does the software company offer customer support?
7. Do the existing dashboards on the software track all the important KPIs?

Use Plivo CX to Boost Your Marketing

Plivo CX is a simple, easy-to-use, and affordable solution bringing SMS, MMS, email, or WhatsApp into one platform. Beyond marketing, it is also extendable to the customer success team. Overall, all the customer-facing actions and data combine into one single platform. 

Book a demo today!

Picture this: A customer tries to reach out through text, expecting a swift and helpful response, only to be met with silence or, worse, redirected to a completely different platform. This scenario is far from uncommon.
Customers don't just want responses; they crave consistency. A seamless experience, whether they're tweeting, calling, or walking into a store, is not just appreciated—it's expected. 

A whopping 50% of customers are unlikely to spend money with a business that takes longer to respond than expected. Customers desire this consistency across all engagement channels, expecting the comfort of knowing that no matter how they reach out, the quality and tone of service will remain unchanged.

This is where omnichannel customer support software comes into play. It improves the efficiency of your customer support team by enabling seamless communication across multiple platforms and ensuring consistent and efficient customer interactions, regardless of the chosen medium.

Businesses embracing omnichannel customer engagement achieve excellent results. They help retain a staggering 89% of customers. 

In this article, we'll discuss the top omnichannel customer support platforms, their key features, and limitations and help you decide which is best for your business needs.

What are Omnichannel Support Platforms?

Omnichannel support platforms are systems or software solutions that enable businesses to provide seamless customer support across multiple channels. These channels can include traditional ones, such as phone, email, and live chat, as well as more contemporary ones, such as social media, messaging apps, and self-service portals.

• According to statistics, omnichannel approaches driven by support platforms can enhance efficiency and a 9.5% annual revenue increase. 
• Omnichannel strategies also create happier customers. They provide a seamless, consistent experience across various platforms, meeting customer expectations for effortless interactions. 76% of customers want this consistency, and 73% expect companies to understand them without having to explain themselves repeatedly.

Omnichannel support platforms include features such as: 

• Ticketing systems: Streamline customer inquiries and support requests.
• Knowledge bases: Provide customers with easy access to self-service information.
• Customer relationship management (CRM) integration: Offers a centralized view of customer data and interactions.
• Analytics tools: Enable tracking and analysis of customer interactions across various channels.

They are essential for modern businesses looking to provide a unified and personalized customer support experience across various touchpoints.

5 Top Omnichannel Customer Service Platform

Here are five best omnichannel customer service platforms you must know about in 2024:

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1. Plivo CX Service

‍Plivo CX Service is your ultimate solution for omnichannel customer support. It provides a seamless, integrated platform that simplifies, modernizes, and helps your business grow. Built on Plivo's reliable premium carrier network, CX Service delivers seamless calling and messaging to customers across 190 countries worldwide.

This platform is designed with simplicity in mind. Its drag-and-drop customer journey builder helps you visually map customer interactions and processes, allowing easy integration into your existing systems. 

The tool’s user-friendly interface ensures that your team can start delivering exceptional customer support with minimal training.

With Plivo CX Service, you can manage voice, SMS, WhatsApp, in-app, and webchat communications from a single window. This omnichannel approach ensures customers can reach you on their preferred platform without hassle.

The live metrics and historical reporting feature optimize team performance, while personalized automation and an integrated knowledge base empower your agents and customers.

Plivo CX Service key features

• Switch between your favorite communication methods: voice, chat, text/SMS, and WhatsApp. You can even use multiple channels simultaneously to suit your needs
• Plivo CX Service's Workflow builder empowers you to design highly customized user journeys, adapting seamlessly to your business's unique communication channels.
• Use call recordings for coaching and compliance, ensuring every interaction is up to the mark. With complete customer context, you can make the most out of each coaching opportunity
• Train Plivo CX Service's AI using content you select, ensuring accuracy and relevance. This way, you have control over the AI's learning material, making it as efficient and relevant to your needs as possible
• Integrate with home-grown or any API-based systems. Some top integrations include Salesforce, Zoho, HubSpot, Service Cloud, Zendesk, and Shopify
• Enable callers to self-select options for quicker routing. This not only reduces wait times but also leads to faster issue resolution, improving overall customer satisfaction
• Make your automation feel more personal by incorporating customer data into greetings and IVR (Interactive Voice Response) voice prompts
• Optimize performance using Live Metrics & Historical Reporting. These tools help you track and improve your service consistently 
• Use the queue, operations, and agent dashboards to optimize your customer service team. These dashboards provide critical insights to help you manage your team's performance and improve customer service

Plivo CX Service limitations

• Lacks features specifically designed for quality assurance and workforce management
• Does not have a dedicated mobile app for support agents
• May not be ideal for primarily transactional ticket-based support

Plivo CX Service pricing

• ​​Chat Only: Starts from $19
• Growth: $29/user/month. For growing teams getting started with omnichannel customer service.
• Business: $69/user/month. For more established teams looking to boost agent productivity
• Enterprise: Custom pricing with advanced insights into customer behavior and growth opportunities

Plivo CX Service rating and reviews

• G2: 4.5/5 (724 reviews)
• Capterra: 4.3/5 (83 reviews)  

2. Zendesk 

Zendesk is a dynamic, omnichannel customer service platform designed to streamline your support operations and improve customer experience. It integrates into your business, offering a unified workspace for agents and supporting multiple communication channels. With Zendesk, you ensure every customer interaction is informed, efficient, and personalized to their needs.

Zendesk key features

• Unify voice, email, SMS, live chat, social media, and more for seamless customer interactions
• Use intuitive analytics and reporting tools for actionable customer service insights
• Deploy intelligent automation and AI for instant, 24/7 customer responses

Zendesk limitations

• Does not have live monitoring and coaching capabilities
• Some Users have reported occasional issues with uploading and exporting data on Zendesk (Capterra)
• Zendesk's base functionality might not meet the needs of businesses looking to highly customize their customer service tools, pushing them towards third-party apps or more expensive plans (G2)

Zendesk pricing

• Foundational support starts at $19 per month
• Suite Team: $55 per user per month
• Suite Growth: $89 per user per month
• Suite Professional: $115 per user per month
• Suite Enterprise: Customized pricing as per your business requirements

Zendesk rating and reviews

• G2: 4.3/5 (5821 reviews)
• Capterra: 4.4/5 (3859 reviews)

3. Gladly

Gladly prioritizes a customer-centric approach, allowing you to build stronger brand loyalty through efficient and personalized interactions across various channels, including messaging, chat, voice, SMS, email, and self-service tools. You can significantly improve the personalization and efficiency of customer conversations.

Gladly key features

• Offers a single, consolidated dashboard presenting all customer interactions across various channels, providing agents with a complete history of each customer's communication
• Includes automated workflows that intelligently route customer inquiries to the most suitable agent based on their needs and preferences
• Provides advanced reporting and analytics tools to measure the performance of your customer service operations, identify trends, and pinpoint areas for improvement

Gladly limitations

• Some users have reported experiencing glitches within the system that can impact its reliability (G2)
• Reporting is not intuitive, and it is time-consuming to pull and review basic stats (G2)

Gladly pricing

• Hero Package: $180.00 for 1 Support Hero Per Month
• Superhero Package: $210.00 for 1 Support Hero Per Month

Gladly ratings and reviews

• G2: 4.7/5 (895 reviews)
• Capterra: 4.8/5 (123 reviews)

4. Kustomer 

Kustomer offers you the power to transform customer service into an omnichannel experience. With Kustomer, you can craft AI Chatbots to engage with your customers without coding, seamlessly unify your customer support operations and automation, and assist your customers more swiftly.

 By integrating self-service options, AI productivity tools, and a robust CRM system, Kustomer is designed to elevate customer satisfaction to new heights.

Kustomer key features

• Offers unified customer interaction channels across multiple platforms
• Advanced AI capabilities are included for automating customer support and workflows
• AI chatbots can be created without any coding knowledge
• Self-service options are provided to allow customers to find solutions independently

Kustomer limitations

• Some users have reported constraints in the platform's data export capabilities. Specifically, the reports are limited in how they can incorporate multiple dimensions, making it challenging to generate detailed reports with nuanced data (G2)
• Kustomer's pricing structure requires a minimum purchase of 8 seats, making it less accessible for smaller businesses or startups with limited budgets (Capterra)

Kustomer pricing

• Enterprise: Starting at $89.00 for 1 User Per Month
• Ultimate: Starting at $139.00 for 1 User Per Month

Kustomer ratings and reviews

• G2: 4.4/5 (411 reviews)
• Capterra: 4.6/5 (56 reviews)

5. Freshdesk (H3)

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Freshdesk is a cloud-based omnichannel customer service software designed to improve your customer support efforts by managing inquiries across various channels from a single platform. It's tailored to help your team deliver personalized support and intuitive responses, ensuring every customer issue is resolved efficiently.

Freshdesk key features

• Ticketing system that automatically categorizes, prioritizes, and assigns to the right agent, ensuring faster response times and efficient resolution
• Integrates customer requests from email, voice, chat, and social media into one unified interface
• AI-powered chatbot to ensure timely acknowledgment of customer queries and an advanced thank you detector to prevent resolved tickets from reopening

Freshdesk limitations

• Some users find the absence of some basic functionalities, such as the ability to send emails to multiple recipients, save drafts, and a more efficient search function (Capterra)
• Some users find the process of attaching calls to tickets cumbersome, a complex process involving multiple dropdown menus, where selecting the wrong option initially can erase typed information (G2)

Freshdesk pricing

• Free: $0 for up to 10 agents.
• Growth: $15 per user per month (basic features)
• Pro: $49 per user per month (Growth+additional features)
• Enterprise: $69 per user per month (Pro+additional features)

Freshdesk rating and reviews

• G2: 4.4/5 (3104 reviews)
• Capterra: 4.5/5 (3266 reviews)

Essential Features Of Omnichannel Support Software

Here are some essential features of omnichannel customer support software:

1. Unified dashboard

Look for a unified dashboard when choosing omnichannel support software. This dashboard acts as your customer service command center, consolidating interactions from all channels – social media, email, chat, and phone. With a unified dashboard, you'll gain a comprehensive view of customer communications, enabling you to deliver faster, personalized support and ultimately increase customer satisfaction.

2. Cross-channel integration

Your customers might start a query on chat, move to email, and then finalize the conversation over the phone. Cross-channel integration ensures these interactions are seamlessly linked and accessible across all platforms, allowing continuous conversation. This feature helps maintain consistency in customer experience, no matter how or where your customer chooses to engage with you.

3. Ticketing and case management

Seek robust ticketing and case management features in your omnichannel software. These allow you to organize, prioritize, and track customer issues for efficient resolution. Customize ticket categories, assign them to specialized agents, and maintain a clear record of interactions for better analysis and overall support.

4. Real-time communication

Real-time communication is integral to omnichannel support. Look for features like live chat, instant messaging, and co-browsing to assist customers immediately. The result is reduced wait times and dramatically improved customer experiences.

5. Mobile support

Mobile support is a must-have in today's world. Your omnichannel platform should offer mobile-optimized interfaces, in-app support, and SMS capabilities. It lets customers quickly get help, regardless of their device, enhancing the overall support experience.

6. Multilingual and multiregional support

For a global audience, ensure your support software offers multilingual and multiregional capabilities. This allows customers to interact in their preferred language and receive culturally relevant support, boosting engagement and satisfaction worldwide.

7. Knowledge base and self-service

A comprehensive knowledge base with intuitive self-service options is crucial in omnichannel support. Provide FAQs, how-to guides, tutorials, and forums for customers to find answers independently. It improves customer satisfaction by offering instant solutions and reducing your support agents' workload, allowing them to focus on more complex issues.

Why is Plivo CX Service the Best Omnichannel Customer Support Platform?

Plivo CX Service is a cloud-based omnichannel contact center solution that helps small and midsize businesses deliver a superior customer experience by providing a unified view of all customer interactions across multiple channels. 

This cloud-based solution integrates AI-powered live chat, voice, SMS, email, and WhatsApp, ensuring a seamless experience across all channels. The platform boosts agent productivity with real-time coaching and a drag-and-drop customer journey builder, accommodating custom workflows. 

Plivo CX Service is tailored for businesses aiming for fast innovation and superior customer engagement.

Embrace Plivo CX Service to modernize your contact center and foster lasting customer relationships. 

Want to know more? Book a demo today.

Modern customers expect support across multiple channels—emails, live chat, social media, SMS, you name it. 

Omnichannel contact center software unifies multiple communication channels, empowers your customer service team with 360 context, automation and insights, and helps you build stronger customer relationships.

But with so many options available, choosing the right tool might feel like finding a needle in a haystack.

This post reviews the top five omnichannel contact center platforms to help you find the perfect fit for your unique needs and budget. 

What is Omnichannel Contact Center Software?

Omnichannel contact center software is a cloud-based communication hub for businesses. It helps you manage all your customer interactions across multiple channels, like phone calls, emails, texts, and social media messages, all in one place.

What makes an omnichannel contact center irreplaceable for modern and internet-first businesses is that conversational data and context from multiple channels synchronize automatically. A customer can start a chat, then decide to email about it or hop on a call if needed, all within the same conversation.

All the conversation history, regardless of the channel used, is logged and readily accessible to your agents without the need to search through multiple applications. 

Why Do You Need Omnichannel Contact Center Software?

You need an omnichannel contact center to provide better customer service, offer an improved agent experience, allow remote work, and get insights into how your customer support team is performing.

To provide better customer service

Imagine yourself in the shoes of a customer, frantically searching for an answer online, then waiting on hold for ages on the phone, only to be directed to email. It’s a huge turn-off. 

79% of customers today expect seamless, effortless support across channels, with the primary cause of their frustration being disjointed interactions.

Omnichannel software eliminates this problem by allowing your customer support team to be available on all in-demand communication channels. The holistic view of each customer's history and interactions allows support agents to diagnose and resolve issues swiftly, leading to satisfied customers. 

To offer a better agent experience

When contact center reps juggle through multiple calls, emails, and chats simultaneously, it's stressful, inefficient, and hurts both agent morale and customer service. 

30% of contact center staff believe inadequate or difficult-to-use systems are the biggest obstacle in assisting customers. It's hard to understand customer journeys from scattered information with missing context or from conversations across disjointed channels. 

Omnichannel software brings all customer interactions onto a single platform, giving customer support agents a holistic view of customer journeys and helping them resolve issues more efficiently.

Advanced tools also automate tasks like routing inquiries to the right agent, assigning priorities, and managing queues. Automation frees up valuable time for agents to focus on what matters most—providing exceptional service.

To allow your customer service team to work remotely

Most omnichannel software is cloud-based, meaning agents can work remotely using their own devices. Remote working not only improves agent experience but also reduces your operational costs. 

You also get a productivity boost—according to Forbes, 35% of remote employees report increased productivity. 

The cherry on top? A geographically dispersed team means that you can offer round-the-clock customer support. 

To get insights into the performance of your customer service team

Omnichannel software provides built-in reporting tools that track key performance indicators (KPIs) like first contact resolution rates, average handling times, and customer satisfaction scores. 

With quantifiable data, analyze trends, identify common issues, and understand how your customer support team performs across different channels. 

This helps you look for areas for improvement, make data-driven decisions, and implement targeted training programs and development opportunities to help each agent reach their full potential.

What are the Best Omnichannel Contact Center Tools?

Omnichannel contact center software has many benefits, but only if you choose the right tool. What are your options? Read ahead to find out.

1. Plivo CX

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Plivo CX is a cloud-based omnichannel contact center solution that empowers small and medium businesses to deliver exceptional customer service across various channels. It unifies AI-powered live chat, voice, SMS, email, and WhatsApp to offer a seamless experience for both customers and agents.

Key Features

• Helps agents easily switch between channels or manage multiple customer interactions at once via a unified agent desktop
• Offers toll-free and local numbers in 50+ countries. Use them to call customers in over 190 countries and record calls for training and quality assurance 
• Integrates with your custom knowledge base to help agents come up with accurate and efficient responses
• Self-service chatbots are trained on your knowledge base to answer common questions automatically
• Set up call-backs on preferred channels and sticky routing to route repeat callers to the same agents 
• Integrates with popular business tools like Shopify, Zoho, Salesforce, Zendesk, and HubSpot and connects to even more via a custom API
• Integrates with even homegrown systems 
• Workflow builder helps build custom user journeys across any channels the business interacts with the customer.

Limitations

• Lacks features related to quality assurance and workforce management
• Not the best for transactional ticket-based customer support interactions

Pricing

• Growth: $29 per user per month with 2,000 calls and 2,000 chat sessions
• Business: $69 per user per month with 5,000 calls and 5,000 chat sessions 

Plivo CX ratings and reviews

• G2: 4.5/5 (700+ reviews)
• Capterra: 4.3/5 (80+ reviews) 

2. Help Scout

Help Scout is a trusted omnichannel contact center software that promises to bring “every client, partner, and vendor conversation onto one unified platform”.

The tool stands out for its clean, user-friendly interface and focus on streamlined, efficient customer support.

Key Features

• Supports chat, live chat, email, and social media 
• A single shared inbox allows agents to not only interact with customers but also collaborate with each other
• Facilitates team collaboration with message assignments, private notes for internal communication and collaboration, real-time collision detection to prevent duplicate responses, and AI summarizer to streamline lengthy email threads 
• Automates tasks with customizable workflows based on specific triggers, such as adding tags for specific subject lines 
• iOS and Android apps help you stay connected and respond to customers on the go

Limitations (G2)

• No voice or SMS support (Website)
• Limited customization options for the knowledge base 
• The Messenger integration is available only for Pro and Plus plans

Pricing

• Standard: $20/user/month with 2 shared inboxes and 1 knowledge base
• Plus: $40/user/month with 5 shared inboxes and 2 knowledge bases
• Pro: $65/user/month with 25 shared inboxes and 10 knowledge bases

3. Kustomer

Acquired by Facebook for $1 billion in 2020, Kustomer has established itself as a major player in omnichannel customer service. It caters to mid-market businesses, specifically in e-commerce and retail industries. 

Key Features

• An AI-powered help center is available in 76 languages, which reduces support volume by deflecting 40% of inquiries with accurate, automated responses
• KIQ Customer Assist responds to customer queries using AI and information from your knowledge base
• Tailor your IVR menus based on customer data and route them to the right agent instantly
• The Timeline view displays every customer interaction in chronological order to give agents complete context

Limitations (G2)

• The integrations in Kustomer are slow to load and update. 
• Some users find the knowledge center to be “bland” with no options to customize it

Pricing

• Enterprise: $89/user/month with proactive service, multichannel communication, voice provider integration, and more
• Ultimate: $139/user/month with everything in the Enterprise plan plus enhanced routing, real-time user supervision, real-time dashboards, and more

The add-on features include API Limit Increase and Data Warehousing.  

4. Gorgias

Gorgias is the go-to omnichannel contact center software for e-commerce brands. The platform is designed to work with Shopify, BigCommerce, Magneto, and WooCommerce, and offers AI-powered customer service.

Key Features

• Supports email, live chat, social media (Facebook and Instagram), and WhatsApp 
• Automates repetitive tasks such as ticket assignments and tagging based on keywords, saving time and improving efficiency
• Custom flows enable automatic handling of customer interactions and ensure consistent and timely responses
• Publish FAQs and helpful information in internal or external help centers and provide customers with self-service options

Limitations (G2)

• Automation add-ons are expensive 
• Learning how to use Gorgias takes some time
• Historical data reporting is limited to 90 days, and users can’t create custom reports

Pricing

• Starter: $10 per month, 50 billable tickets
• Basic: $60 per month, 300 billable tickets
• Pro: $300 per month, 2,000 billable tickets
• Advanced: $750 per month, 5,000 billable tickets 
• Enterprise: Custom-priced, custom number of billable tickets

5. Gladly

Gladly is an omnichannel contact center platform renowned for its unique "people-centric" approach to customer service. It’s a partner of the Shopify Plus Certified app.

Instead of focusing on tickets, Gladly prioritizes understanding customers as individuals and building lasting relationships through personalized interactions. This philosophy has attracted many midmarket and enterprise brands, making up most of its customer base. 

Key Features

• Supports voice, email, social media, SMS, and live chat
• A ticket-free customer service approach prevents ticket duplication
• AI assistants summarize conversations, suggest replies, and draft marketing copy, which frees up agent time for complex inquiries
• Gladly Sidekick helps customers find answers instantly with personalized self-service options
• Offers extensive integrations with 38 popular tools like Shopify, Messenger, and Klaviyo
• Connects the right agents with the right customers based on sentiment, situation, and customer history

Limitations (G2)

• The system becomes idle after 10 minutes of inactivity
• Has several restrictions on customization for the front page and visual aids
• Lacks colorblind and dark modes

Pricing

• Hero: $180/agent/month with a unified customer view, a centralized knowledge base, real-time and historical reporting, and a single conversation history across channels
• Superhero: $210/agent/month with 99.9% uptime, customer reporting, and premium support

Plivo CX—The Ultimate Omnichannel Contact Center

The goal of an omnichannel contact center is to make you available to your customers on multiple platforms simultaneously. The right tool is the one that integrates with your existing toolset, helps your team improve with reporting and analytics, and delights your customers with well-organized knowledge bases and quick multichannel responses. 

If you're looking for a powerful omnichannel contact center software solution designed to scale with your business, check out Plivo CX.

Plivo CX is easy to use for customer support agents, offers voice, SMS, WhatsApp, and live chat support, and natively integrates with popular tools like Shopify, Zendesk, and Zoho—all at an attractive price point. 

Start your free trial today.

According to Salesforce, 88% of customers expect brands to offer effective online support channels. This high level of customer expectation is a major driving force behind the adoption of automation.

An IBM study also notes that businesses leveraging AI and chatbots in their customer service processes have seen operational costs reduced by up to 30%​.

This is why businesses across industries are considering customer service automation to reduce costs and free up their representatives’ time for more value-added activities, such as improving the quality of customer service rather than answering repetitive queries. 

In this post, we’ll share detailed reviews of the five best customer service automation software in 2024 to help you stay ahead of the game. We’ll also discuss each tool's best features, pros, cons, and customer reviews. Let’s get started!

What is Automated Customer Service?

Automated customer service relies on technologies like chatbots, virtual assistants, and automated phone systems to assist customers with their queries. 

Automated customer service systems are usually programmed to handle common and repetitive tasks. They provide instant responses and can operate 24/7, which improves efficiency and reduces labor costs and response times.

Top 5 Customer Service Automation Tools in 2024

So, how do you start automating your customer service? Here are five tools to consider, each with a unique use case. 

1. Plivo CX—best for omnichannel automation

Plivo CX is an omnichannel customer support platform that allows you to reach out to customers on their preferred channels, whether it’s SMS/MMS messaging, live chat, voice calls, WhatsApp, or email. 

Plivo CX's intuitive drag-and-drop workflow builder empowers businesses to create custom customer journeys across all communication channels (SMS, chat, voice, email) for efficient issue resolution and tailored support.

This cloud-based tool integrates home-grown systems and multiple popular tools, including Zendesk, Zoho, HubSpot, Shopify, and Salesforce. It also excels in compatibility with home-grown systems, enabling personalized customer service without the need for major changes to your existing tech stack. 

Moreover, you can record calls for training your agents and analyze live metrics like customers in the queue, average wait time, average handle time, and average wrap-up time.

Plivo CX best features 

• Access global coverage in 190 countries
• Create drag-and-drop workflows that are triggered remotely, allow for skill-based call routing
• Helps quickly escalate more complex issues to human agents on all channels
• Answer common customer questions using OpenAI-powered chatbots that rely on your custom-made knowledge base
• Personalize customer journeys to your businesses needs on all service channels.
• Switch seamlessly between different communication channels via a unified agent desktop

Plivo CX pros

• Powered by Plivo’s enterprise-grade communications platform with a premium carrier network, it offers reliable calling and messaging capabilities
• Global courage in 190 countries 
• Highly responsive customer support 
• Plivo CX empowers agents with efficiency tools and real-time coaching, resulting in faster resolutions and a better overall customer experience

Plivo CX limitations

• Plivo CX doesn't currently offer a mobile version for support agents
• The tool lacks quality assurance and workforce management features
• Businesses with high-volume, transactional, ticket-based customer support interactions may need a dedicated ticketing system alongside Plivo CX 

Plivo CX pricing

• Chat-only: Starts at $228/year
• Growth: $348/user/year with 2000 monthly agent minutes, 100 bot sessions per agent, and 2000 chat sessions per agent
• Business: $828/user/year with 3000 monthly agent minutes, 500 bot sessions per agent, and 3000 chat sessions per agent

Plivo CX rating and reviews

• G2: 4.5/5 (724 reviews)
• Capterra: 4.3/5 (85 reviews)

2. HelpDocs—best for knowledge bases

The knowledge-based software solution HelpDocs simplifies creating and managing knowledge-based articles and FAQs.It is the solution of choice if you want to create self-serving content that customers can use to solve their queries quickly. 

HelpDocs best features 

• Serve a diverse customer base with multilingual documentation
• Customize the appearance of your knowledge base to match your brand identity
• Get insights into user engagement and content effectiveness via the analytics dashboard

 HelpDocs pros (Capterra)

• HelpDocs enables quick setup—customers have set up a knowledge base within ten days
• Supports CHM, HTML, PDF, and Word documents
• Offers a responsive and helpful customer support team

HelpDocs limitations (Website)

• HelpDoc does not help with any custom code  

 HelpDocs pricing

• Start: $828 per year with five team accounts and 30-day analytics
• Build: $1668 per year with 15 team accounts and 90-day analytics
• Grow: $3348 per year with 50 team accounts and 180-day analytics

HelpDocs rating and reviews

• G2: Not enough reviews
• Capterra: Not enough reviews

3. Olark—best for live chat automation

Olark allows for the personalization of chatbots with a few clicks. Plus, based on visitor behavior, you can send custom messages and boost the speed of your workflows. Like Plivo CX, Olark offers intelligent routing to direct chat-based queries to the right department.

Moreover, Olark’s live chat analytics monitors customer satisfaction, chat volume, and agent performance. 

Olark best features 

• Personalize chat widgets to match branding
• Initiate real-time conversations with website visitors
• Organize and respond to multiple chat conversations effectively
• Integrate the tool with 30 popular apps, including WordPress, HubSpot, and Salesforce

Olark pros (GetApp)

• Uncluttered UI
• Low-code implementation
• Agents can set and customize their availability

Olark limitations (GetApp)

• It offers only per-seat pricing
• You can’t send files to web visitors

Olark pricing

• $348 per year per seat

Olark rating and reviews

• G2: 4.3/5 (223 reviews)
• Capterra: 4.6 (471 reviews)

4. Buffer—best for social media automation 

Buffer is a social media automation tool that automates social listening and communicating with customers on Facebook, X, LinkedIn, Instagram, and TikTok.

If a large number of your customer queries are coming through social media, Buffer is your customer service solution of choice. 

From a customer service perspective, Buffer compiles and highlights the most important unanswered comments on your posts in one place, helping you respond to customers quickly. It uses machine learning to identify whether a comment has negative sentiment or comments about a purchase, helping you prioritize the right conversations.

Buffer best features

• Gain insights into post engagement and audience behavior
• Coordinate social media efforts with team members efficiently
• Set up automated schedules to streamline content distribution
• Integrate with other marketing and analytics tools for enhanced workflows

Buffer pros (GetApp) 

• User-friendly and reliable mobile application
• Share the same post on different platforms with appropriate variations

Buffer limitations (GetApp)

• Glitchy—Buffer sometimes fails to post content, and you wouldn’t know unless you checked
• The free version doesn’t allow conversations with users

Buffer pricing

• Essentials: $72 per year for one channel 
• Team: $144 per year for one channel
• Agency: $1440 per year for ten channels

Buffer rating and reviews

• G2: 4.3/5 (1004 reviews)
• Capterra: 4.5 (1467 reviews)

5. Hiver—best for Gmail support automation

Hiver converts your Gmail account into an omnichannel customer service dashboard that integrates voice, live chat, and WhatsApp. 

Start by installing Hiver on a common Gmail account that your team uses to handle customer queries (such as support@yourcompany.com). The tool then lets you assign incoming emails to team members, categorize them based on the query type, resolution status, and priority, and collaborate on them to resolve customer issues.

Hiver best features

• Call customers and respond to live chats directly from Gmail
• Analyze performance metrics like first-response and average-resolution times
• Automatically assign similar queries to the same team member via rule-based assignments

Hiver pros 

• Shared inboxes, which allow the entire team to access an email account (such as info@, help@, or hr@)  (TrustRadius)
• Easy set up (TrustRadius)

Hiver limitations

• You have to manually enable and disable auto-responders (G2)
• Emails may filter into the wrong folders (G2)

Hiver pricing

• Lite: $180/user/year 
• Pro: $588/user/year 
• Elite: $948/user/year 

Hiver rating and reviews

• G2: 4.6/5 (1026 reviews)
• Capterra: 4.7 (117 reviews)

Why is Customer Service Automation Important?

Customer service automation is important because of the following reasons:

• Faster Problem Resolution: 72% of consumers claim they’ll stay loyal to the companies that provide the fastest customer service. Service automation provides instant responses to customer inquiries, preventing frustration and dissatisfaction due to long wait times for support
• Reliable and Consistent Support: Automation ensures consistency in customer service quality, as it is unaffected by the time of day or the agent handling the query. 
• 24/7 Availability Builds Customer Confidence: It enables businesses to offer round-the-clock, 1:1 support to customers, making customers feel prioritized and valued
• Improved Agent Productivity: 88% of customers expect brands to provide online channels that effectively and quickly resolve their queries and concerns. Automation frees customer service agents from repetitive tasks, allowing them to focus on complex issues and faster resolutions.
• Data-Driven Insights: a suitable automation tool collects valuable data and analytics about customer interactions, leading to better decision-making and improved customer experience strategies.
• Multi-Language Support for Global Reach: 60% of consumers wish to receive support in their native language. With AI and NLP, customer service automation breaks down language barriers, allowing businesses to cater to a wider range of customers from different regions and backgrounds.

Benefits of Automated Customer Service Tools

Automated customer service tools offer a range of benefits for your business. These include:

1. Reduced cost of customer service 

Process automation helps save up to 46% of business costs. Customer service automation is a type of process automation that enables you to save (and make) money in two ways:

• Robotic process automation (RPA)—RPA automates manual, repetitive, and rule-based tasks, such as responding to frequently asked questions or routing queries to the appropriate department. The result is reduced human involvement and labor costs
• Intelligent automation (IA)—IA uses artificial intelligence to mimic human behavior and communicate with customers in natural language. It improves customer experiences and lead-generation activities that ultimately increase revenue

An example of this comes from The Abu Dhabi Islamic Bank (ADIB). They successfully implemented a chatbot, which resolved 80% of customer queries without human intervention. This led to a 20% reduction in call center volume, translating into $2.7 million in annual cost savings.

2. Improved omnichannel performance

Automated customer service software integrates various communication channels, such as phone, email, chat, and social media, to ensure consistent support experiences regardless of customers' preferred channel.

For example, a customer may start an inquiry via email but later prefer to continue the conversation through a live chat on the company's website. An omnichannel customer service tool will make the interaction history and context available to the agent, enabling them to provide uninterrupted personalized support.

3. Data for personalization

Customer service automation tools (such as chatbots and email responders) collect customer data, such as:

• Customer preferences
• Purchase history
• Browsing behavior
• Demographics
• Frequently asked questions

Analyze this data to create detailed customer profiles and better understand their needs and preferences. This lets you tailor product recommendations, offer personalized promotions, conduct sentiment analysis, and provide targeted assistance based on individual preferences.

Which is the Best Customer Service Automation Tool?

The best customer service automation tool depends on your needs. For example, Buffer is an excellent choice for social media automation, while Hiver is great for Gmail automation.

However, we believe customer service automation is the most powerful across all channels—voice, live chat, WhatsApp, and SMS. That’s where Plivo CX comes in, an omnichannel automation solution with unique features such as:

• AI-powered automation: Plivo CX provides automation to answer queries, triage requests and resolve service tickets instantly.
• Omnichannel Customer Journeys: The no-code workflow builder provides the flexibility to customise customer journeys to the business needs. This is available on all channels that the platform supports.
• 360° Customer Context: It lets you access the entire customer data and interactions in one place, right from the initial contact through ongoing support to customer data in all business systems.‍
• Automated outbound messaging: Additionally, the platform automates outbound messaging for appointment reminders, order confirmations, and proactive customer support notifications with templates and scheduling features to deliver the right message at the right time automatically

Want to experience how businesses use Plivo’s customer service automation to boost their customer support team’s productivity?

Book a demo today!

Customer interactions today span multiple channels, making it a daunting challenge for support leaders to extract meaningful insights from the vast amounts of data generated. This lack of actionable insights directly contributes to issues like high churn and low satisfaction scores. Customer analytics tools offer a solution. 

According to the Zendesk Customer Experience Trends Report 2023, around 67% of support leaders reported being frustrated by the haphazard collection and use of customer data.

Customer analytics tools offer invaluable insights into what your customers truly want. They can guide you in making smarter decisions about communication, product development, and personalized experiences, potentially transforming your business. 

In an online survey conducted by Gartner, over 80% of customer service and service support leaders described customer analytics as “very or extremely important” for achieving their organizational goals in the future. 

A study carried out by McKinsey revealed that companies that leverage customer analytics have a higher probability of achieving above-average revenue growth. The study also suggests that companies using extensive customer analytics are twice as likely to make profits and achieve success in their marketing efforts compared to those that don't.

Therefore, it's no surprise that many businesses are turning to customer analytics to drive growth. After all, understanding your customers is key to unlocking new opportunities and maximizing profits. So, if you're looking for a way to stay ahead of the competition, customer analytics could be just the ticket!

In this blog post, we’ll explore the five best customer analytics tools for improving ROI.

What Are Customer Analytics Tools?

Customer analytics tools are advanced software solutions that collect, analyze, and interpret customer data from various touchpoints, such as voice, live chat, email, SMS, and social media. 

They give customer service operations managers an end-to-end view of the customer journey, enabling them to identify trends, measure performance, and optimize their omnichannel strategies accordingly. 

To make accurate predictions about customer behavior,  customer support data teams need to have a deep understanding of their customers' buying habits and lifestyle preferences. This understanding helps optimize the customer journey. 

However, these insights may not be helpful or accurate without large amounts of precise data. Data analytics managers and teams have to overcome common challenges such as data silos that lead to incomplete or inconsistent data sets, unstructured data, untraceable data errors, never-ending maintenance of data pipelines, etc., and at the same time, ensure data security and privacy. 

Customer analytics tools employ metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Customer Health Score (CHC), resolution rate, retention rate, churn rate, and more. However, relying solely on surface-level metrics to gauge customer satisfaction might not be enough. 

It's time to go deeper! By conducting a thorough analysis of your customer data using top-notch analytics tools, you can uncover hidden trends and opportunities that can lead to significant improvements in your customer service.

Let's dive in and discover the top five customer analytics tools to take your business to the next level!

Comparing the Top Customer Analytics Tools: At a Glance 

When evaluating customer analytics tools, consider factors such as features, pricing, innovation, support, and industry fit. Here’s a comparison of the top solutions:

Top Customer Data Analytics Tools 

1. Plivo CX 

‍

Plivo CX is a customer analytics and cloud-based omnichannel contact center solution that empowers small and medium businesses to deliver exceptional customer service across various channels. It unifies AI-powered live chat, voice, SMS, email, and WhatsApp to offer a seamless experience for both customers and agents. 

Plivo CX’s unified agent desktop enables agents to view all client interactions through voice, live chat, email, and SMS in a single tab.

Plivo’s advanced features, including customer segmentation, targeting, metrics, and reporting, allow companies to provide support based on their preferred approach and behavior. 

This data equips the customer service teams to proactively identify customer sentiment trends, predict customer needs, and solve problems. 

Plivo CX features

• Build custom user journeys across any channel the business interacts with the customer with an intuitive drag-and-drop workflow builder
• Connect with a wide range of CRM, ERP, and helpdesk systems, both homegrown and popular, thanks to the versatile out-of-the-box integrations
• Create customizable dashboards and reports for easy data visualization
• Boost agent performance and productivity with coaching tools that offer real-time monitoring to increase customer satisfaction
• View contact center metrics and KPIs, listen to recorded conversations, or join an ongoing discussion. Gather relevant data and give targeted feedback to agents, resulting in increased CSAT scores

Plivo CX limitations

• Lacks features for quality assurance and workforce management
• Does not support a mobile version for on-the-go access for agents

Plivo CX pricing

• Chat-only: Starts at $228/year
• Growth: $348/user/year with 2000 monthly agent minutes, 100 bot sessions per agent, and 2000 chat sessions per agent
• Business: $828/user/year with 3000 monthly agent minutes, 500 bot sessions per agent, and 3000 chat sessions per agent

Plivo CX ratings and reviews

• G2: 4.5/5 (700+ reviews)
• Capterra: 4.3/5 (80+ reviews) 

2. Twilio Segment

Twilio Segment is a customer data platform suitable for businesses with complex data ecosystems. That’s why marketing, product managers, and data engineers prefer it. 

Twilio Segment integrates with existing marketing and customer support solutions, allowing businesses to learn about the customer journey and analyze customer data from multiple touchpoints and sources. 

Twilio Segment features

• Utilize simple text prompts to create targeted audiences and customize customer journeys
• Optimize marketing campaigns to lower costs, increase conversions, and optimize ROAS by predicting customer behavior
• Discover upsell and cross-sell opportunities by creating ML models by accessing all of Segment’s real-time profile data in your warehouse

Twilio Segment limitations

• Segment requires technical expertise for advanced implementations (Capterra)
• It has a steep learning curve for first-time users (Capterra)

Twilio Segment pricing

• Free
• Team: Starts at $1,400/year 
• Business: Custom pricing

Twilio Segment ratings and reviews

• G2: 4.5/5 (540+ reviews)
• Capterra: 4.7/5 (70+ reviews) 

3. Kissmetrics 

Kissmetrics is a customer analytics tool that helps SaaS businesses calculate customer lifetime value, track churn rates, and analyze feature usage to optimize power users, acquisition sources, and top customers. 

Kissmetrics features

• Track and analyze customer interactions across web and mobile devices 
• Uncover insights within specific customer segments with tailored support strategies built with cohort analysis 
• Explore raw data with SQL queries, analyze the DAU (daily active users) to MAU (monthly active users) ratio, and examine user behavior 

Kissmetrics limitations

• Configuration and customization are complex processes and require extensive time and effort (G2)
• Limited integration with third-party tools makes omnichannel data collection a hassle (G2)

Kissmetrics pricing 

• Silver: $2388/year 
• Gold: $5988/year 
• Platinum: Custom pricing
• Build Your Plan: Starts at $231.99/year
• Pay As You Go: $0.0025/event
• MTU (Monthly Tracked Users) Based Pricing: Custom pricing

Kissmetrics ratings and reviews

• G2: 4.1/5 (160+ reviews)
• Capterra: Not enough reviews 

4. Mixpanel 

Mixpanel is a customer analytics solution that delivers on-demand services for startups and SaaS companies. It offers retention reports to understand customer loyalty and reasons for customer churn. 

Mixpanel features

• Identify areas of friction and optimize user experience by analyzing user engagement and behavior within web and mobile apps 
• Optimize conversion rates with targeted interventions at drop-off points, highlighted within Mixpanel’s funnel analysis
• Test feature variations to gauge user response and implement the preferred version or modify based on user feedback

Mixpanel limitations

• There are occasional glitches in compatibility with third-party tools, requiring workarounds for uninterrupted workflows (G2)
• Mixpanel focuses on in-app interactions, lacking broader omnichannel insights without integrations (G2)

Mixpanel pricing

• Starter: Free plan
• Growth: Starts at $336/month
• Enterprise: Custom pricing

Mixpanel ratings and reviews

• G2: 4.6/5 (1000+ reviews)
• Capterra: 4.5/5 (130+ reviews) 

5. Qualtrics

Customer support teams use Qualtrics for advanced experience analytics and AI models for every customer. Equipped with these insights, send automated actions to the right team within the systems you already use—to deliver personalized support. 

Qualtrics features

• Map and optimize the customer journey by integrating behavioral cues and experience data
• Uncover customer sentiment and themes from open-ended survey responses, social media comments, and other unstructured data sources by leveraging AI-powered text analytics 
• Identify which levers to pull that will keep your customers happy and employees engaged with the help of CrossXM, which brings together data from both employee and customer experience

Qualtrics limitations

• Errors occur when users try to download dashboard data manually (Capterra)

Qualtrics pricing 

• Custom pricing 

Qualtrics ratings and reviews

• G2: 4.4/5 (530+ reviews)
• Capterra: 4.7/5 (240+ reviews) 

Benefits of Customer Analytics Platforms

Investing in a customer analytics platform offers the following benefits for support teams:

• Uncover customer behavior trends and identifying improvement opportunities
• Identify pain points and proactively addressing customer issues
• Improve customer satisfaction by delivering personalized experiences
• Measure support team performance and optimizing agent workflows
• Boost the overall effectiveness of omnichannel support strategies

Optimize Your Customer Analytics With Plivo CX 

Are you staying on top of your customer’s evolving needs and expectations? If not, start by using customer analytics to understand their habits and preferences. Considering raw data, on its own, is insufficient, you need customer analytics tools to measure the effectiveness of your customer service. 

Plivo CX is a customer analytics tool designed for brands looking to provide proactive customer service. 

The key features of Plivo CX for your customer service and support teams are as follows:

• AI-powered self-service chatbots 
• Unified conversations via WhatsApp, live chat, SMS, voice, and WhatsApp 
• Live dashboards and historical reports for agent coaching 

To know more about how to use Plivo CX for customer analytics, book your demo. 

There are hundreds of online promotion ideas for eCommerce businesses, many of which require a considerable technical setup as a prerequisite. 

From this gigantic pool of ideas, we have compiled a list of 10 low-hanging fruits: 10 eCommerce promotion ideas that are easy to implement, don't require extensive technical knowledge, and have excellent ROI. 

Keep reading to boost your eCommerce business sales. 

What is an Ecommerce Sales Promotion?

eCommerce sales promotions are marketing strategies that brands adopt to attract new customers or boost purchases from existing customers. In the current competitive market, where several brands are fighting for customer attention, promotions are key to staying relevant. They not only attract new customers but also keep existing customers engaged.

Why Ecommerce Promotions Are Important

Here are the top four reasons to invest in eCommerce promotion techniques.

1. Increase Brand Awareness

Promotions increase your brand's visibility. On average, it takes potential customers eight touch points to become familiar with the brand and consider making a purchase. So, while every promotion may not lead to direct sales, it will nurture potential customers and lead to sales in the future.

2. Attract New Customers

Imagine the possibilities when you have a few website visitors already familiar with your brand. With the right marketing campaigns, you can convert them into paying customers. 

You can also attract potential customers who are already looking for a product you sell. You can show them why your product is the best with a compelling campaign.

3. Boost Sales

It's not just about converting a customer to make a first purchase. Knowing the art of upselling is essential to running a successful eCommerce business. With promotions, recommendations, and limited-time offers, you can motivate customers to buy more from you.

4. Build Customer Loyalty

Promotions can increase customer lifetime value. You can re-engage with customers who are no longer active on the platform with promotions and discounts. You can also design loyalty programs to foster long-term customer relationships and increase the chances of repeat purchases.

10 Best Ecommerce Promotion Ideas

You can implement the ten types of eCommerce promotions below through your regular SMS or email marketing software. You don't need any extensive tech setup to plan these eCommerce offers. 

1. Flash Sales

Flash sales are promotional events that announce discounts on products by an eCommerce store for a short period of time. The catch is that the sales last for a limited time. So, the promotion is enticing to customers and insists on impulse buying. Such sales result in bulk sales in a short timeframe. 

Flash sales examples

Dominos does flash sales effectively by understanding customer psychology and launching a sale when it can grab the most eyeballs. Take the below promotion for instance. Here is an exclusive discount on Friday. People like to end a hectic week on a relaxing note so many would be up for a pizza. 

Here is another flash offer launched by Dominos on Black Friday — the day people are open to swiping their cards on exclusive deals. 

Best buy, an electronics retailer brand, is also great at launching last-minute deals to create a sense of urgency. 

2. Exclusive Discounts

Rather than just another run-of-the-mill discount program, getting exclusive discounts motivates customers to make the most of the offer. You can segment customers based on purchase history, demographics, or engagement level and launch limited-time offers to boost sales.

Exclusive discounts examples

Mate, a clothing brand, offers exclusive discounts and access to upcoming launches to new users. It encourages users to make their first purchase. 

Kyc Fashion, another clothing brand, offers exclusive discounts to customers on their birthdays.  

3. Abandoned Cart Reminders

Abandoned Cart Reminders are nudges to customers to complete purchase of items lying in their shopping cart. It's a tactic to recover potential lost sales by:

• sending reminder
• giving discounts
• offering free shipping.

It takes a lot of effort to bring customers from getting to know your brand to adding a product to the cart. Abandoned cart reminders ensure the entire effort doesn't go to waste and persuades customers to complete the transaction. 

Abandoned cart campaign examples

Google Store sends a nudge to customers about their popular products that they may run out of inventory soon. 

Another good example is Target, a retailer that gives offers to products in an abandoned cart to motivate buyers to complete the purchase. 

‍

4. New Product Launches

You can create a buzz around your new products by launching them on campaigns. These could be teasers giving a sneak peek of the product, priority access to a new product line, or exclusive discounts.

New product launch examples

KKW Beauty, a cosmetic brand, used to inform its customers about new products launched via SMS campaigns. 

Macy, a sustainable clothing brand, launched its winter collection in an SMS campaign. 

5. Holiday Promotions

Holiday promotions are perfectly timed eCommerce offers when people are in the mood to buy, whether for gifts, decorations, or self-indulgences. It's an opportunity to reach maximum audience and boost your sales

Holiday promotions examples

Pottery Barn, a furnishing store chain, launched an end-of-season sale around Christmas to give discounts and clear out excess inventory with offers. 

Macy, another retailer, offered a 20% discount on purchases on Christmas.  

6. Referral Programs

Referral programs are the best eCommerce promotions that encourage word-of-mouth marketing and the acquisition of new customers. You can offer discounts, cashback, or coupons to existing customers who recommend their friends. 

Referral programs examples

GoPuff, a consumer goods brand, gives customers $25 worth of free products on each referral. 

7. Loyalty Programs

Loyalty programs are a great way to retain existing customers and encourage repeat purchases. Usually, loyalty programs offer perks like:

• Priority access to products
• Perks/coupons for select products
• Free shipping

Loyalty programs examples

Myntra, a fashion eCommerce company, runs an Insider loyalty program for its customers. As part of the Insider Program, loyal customers get exclusive rewards, super gifts, free shipping, and early access to sales and events.  

8. Personalized Recommendations

79% of buyers look forward to personalized experiences. Sending personalized recommendations to customers is more likely to grab their attention. You can use past purchases and search queries to understand customer preferences and send product recommendations. You can also divide your customer base into segments based on demographics and purchase history and create recommendation campaigns for each segment.

Personalized campaign examples

Anine Bing, a clothing brand, sends personalized recommendations to its customers. 

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9. Cross-Sell and Upsell

Cross-selling and upselling are other ways to enhance customer experience by bundling relevant products at a discounted price. You can offer discounts on these bundles. A common touchpoint to upsell or cross-sell is during the checkout process. However, you can also email the recommendations to customers.  

Cross-sell and Upsell campaign examples

Barnes and Noble run an incentive program to resell books to existing buyers. It sends them a 15% off coupon along with recommendations for books they might like. It's not an easy offer to pass on. 

Oobli, a chocolate brand, sends recommendations to existing customers as an opportunity to upsell. 

10. Feedback Incentives

Running feedback campaigns helps an eCommerce business in the long run. 77% of shoppers specifically seek out websites with ratings and reviews. So, by getting feedback, you first build trust in your current customers and show them that you care about their opinions. Secondly, you also build a website that will be trustworthy for potential customers in the future. You can run a simple SMS or email asking for feedback. You can also give a discount, coupon, or reward points in return.

Feedback programs examples

Ajio, an eCommerce retailer, sends an SMS to request feedback on every product delivery. 

Boost Your Ecommerce Business with Plivo CX

Plivo CX simplifies SMS and Email (coming soon) marketing for you. You can use existing templates and AI features to design promotions with just a few clicks. Plivo is also cost-effective. You’ll get starter packs for up to 5,000 contacts for as low as just $19 per month and a pro plan with unlimited contacts at just $199 per month. Book a demo today!

Email marketing has a high ROI. A quarter of US consumers suggest that they are more likely to purchase a product after receiving an email newsletter. 

However, creating an email marketing campaign is no easy task. A number of components go into the process, such as customer segmentation, creating subject lines, email copy, graphics, and engaging CTAs. Email is a channel that relies the most on automation.

With ecommerce email marketing automation, you can engage with customers effortlessly. The right emails reach the right people at the right time automatically. This frees up your team, allowing you to focus on strategy–a goal shared by 48% of marketing professionals.

In this blog, we discuss how to get started with email marketing automation and maximize your ROI. 

What is Ecommerce Email Marketing Automation?

Ecommerce email marketing automation simplifies the process of sending personalized messages to subscribers. It's all about setting up specific triggers that send the right message to the right person at the right time, making your marketing efforts more efficient and effective.

For instance, when someone signs up for a newsletter, they will receive a series of welcome emails introducing the brand. These emails will be followed by valuable content, discount codes, and offers to encourage further interaction. 

How Does Email Marketing Automation Work?

Email marketing automation works with a series of set-up automated email workflows and sequences that get triggered based on specific actions.

The core process typically involves:

1. Integrating customers' data into automation software

You start by importing your email lists or contacts from sources like Shopify or your CRM tool. The tool consolidates subscriber information from multiple sources into information-rich, unified profiles. 

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This gives the automation tool visibility into your contact database. It also provides insights into customer behaviors and preferences to allow customer segmentation. 

2. Creating segments 

Creating customer segments is important for delivering personalized emails to your customers. With email automation, you can segment customers based on demographics, age, gender, purchase value, or specific events. 

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3. Building automated workflow sequences 

In this step, you visually map out your automated sequences using the workflow or drag-and-drop builder. 

For example:

• Welcome email sequence after signing up
• Abandoned cart reminders based on site behavior
• Purchase follow-up sequences after buying
• Re-engagement campaigns for inactive subscribers

This defines the rules for each automated campaign. Each workflow has pre-defined triggers that initiate the sequence. Common triggers include subscribing to a list, purchasing, abandoning a cart, specific dates, interacting with emails, etc.

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4. Designing emails 

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With email marketing automation, you can create visually appealing, on-brand emails that can be used for multiple email campaigns. An email marketing automation tool also comes with customizable templates. 

You can include dynamic elements like product recommendations, social links, etc, and optimize emails for different devices and inboxes.

5. Personalize messages 

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To personalize the automated emails, you use custom fields and dynamic placeholders that pull in subscriber-specific details like name, location, products browsed, and products purchased.

Plivo CX comes with an AI assistant that lets you personalize your emails based on the objective, brand length, and occasion.

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6. Monitoring campaign performance 

To maximize the ROI of your email marketing automation, you should continually optimize content, segmentation, and cadences based on performance analytics. 

Benefits of Using Email Marketing Automation

1. Personalized customer experience

Email personalization is the leading priority for 55% of marketers, and automation makes it easier to achieve. Email marketing automation includes features like segmentation and triggers that help you send personal messages. 

For example, you can trigger an abandoned cart email whenever someone leaves a product in the cart or use AI to send a personalized email wishing them on events like birthdays and anniversaries.  

2. High ROI

Email marketing has unparalleled ROI compared to other marketing channels. Marketers witnessed a doubling of their ROI from email marketing in 2023. In this scenario, automating this channel acts as a cherry on top. Automation eliminates manual tasks in the process of email marketing. It also reduces staffing needs, removes the risk of human error which increases your bottom line.

3. Engaged customers 

52% of customers in the US prefer email to engage with brands' incentivized messages. Ecommerce email automation helps you maintain this engagement. It enables you to send targeted messages based on individual preferences and behaviors.

To enhance the overall experience, you can nurture leads over time with drip campaigns and respond timely to customer actions. By setting up automated workflows, you can reach a larger audience consistently across various touchpoints. 

4. Perfect for upselling and cross-selling

Through ecommerce email automation, you can recommend similar products whenever someone makes a purchase. 

Take the email below as an example. When a customer purchases honey from this brand, the company shares other organic products that may interest them. This way, you can retain more customers and increase their lifetime value. 

7 Ecommerce Email Marketing Automation Workflow Examples

Here are seven crucial email flows to engage customers from lead capturing to post-purchase engagement:

1. Welcome emails 

Welcome emails are sent to new subscribers or customers shortly after they sign up or make their first purchase. These emails aim to introduce the brand, set expectations, and provide relevant information or offers. 

Example workflow: 

• New customer signs up/makes a purchase
• Send a welcome email with a discount code or incentive
• If there is no purchase in 7 days, send a follow-up email with product recommendations
• If purchased, move to a regular marketing sequence.

2. Abandoned cart emails 

Abandoned cart emails Brief explanation: Abandoned cart emails are triggered when a customer adds items to their online shopping cart but doesn't complete the purchase. These emails aim to remind customers of the items left in their cart and encourage them to complete the purchase. 

Example workflow: 

• The customer adds items to the cart but doesn't checkout
• Send abandoned cart email after 1 hour with cart contents and incentive 
• If there is no purchase in 24 hours, send a second email with a stronger incentive 
• If there is no purchase in 72 hours, remove it from the sequence

3. Order follow-up email 

Order follow-up emails are sent after a customer makes a purchase. These emails can include order confirmations, shipping updates, product care instructions, or cross-selling/upselling recommendations. 

Example workflow: 

• The customer makes a purchase 
• Send order confirmation email 
• When the order ships, send a shipping confirmation with the tracking number 
• Seven days after delivery, send a follow-up email with product care tips and related product recommendations.

4. Lead nurturing campaigns

Lead nurturing campaigns are designed to convert leads into customers by providing relevant content and offers based on their interests and behaviors. 

Example workflow: 

• Lead signs up for a newsletter or downloads a content offer 
• Send a series of emails with educational content and product information 
• If engaged (opens/clicks), send a special offer or incentive 
• If there is no engagement after three emails, move to the re-engagement sequence.

5. Re-engagement campaigns

Re-engagement campaigns aim to re-activate inactive subscribers or customers who haven't engaged with the brand for a certain period. 

Example workflow: 

• Subscriber hasn't opened or clicked an email in 90 days 
• Send a "We miss you" email with an incentive or content 
• If there is no engagement, send a second email with a stronger incentive or content 
• If there is still no engagement, move to a win-back campaign or remove it from the list

6. Birthday/Anniversary emails

Birthday or anniversary emails are sent to customers on or around their birthdays or the anniversary of their first purchase. These emails often include personalized offers or discounts. 

Example workflow: 

• The customer's birthday or purchase anniversary is approaching 
• Send a personalized email with a special offer or discount code 
• Follow up with a thank you email and related product recommendations if they purchase.

7. Event-based emails

Event-based emails are triggered by specific events or actions taken by the customer, such as browsing a particular product category, attending a webinar, or leaving a review. 

Example workflow: 

• The customer leaves a product review 
• Send a thank you email with a discount code for their next purchase 
• If no purchase is made within 30 days, send a follow-up email with related product recommendations and the discount code.

Start Ecommerce Email Marketing Automation 

Plivo CX’s end-to-end automation helps you nurture stronger customer relationships through personalized communication. The automation capabilities save you time, letting you focus on crafting strategies that drive engagement and growth. 

Ready to see how your email marketing can evolve? 

Book a demo today.

Every marketer knows the struggle. You're often drowning in daily tasks, with no time left to actually grow your business. Leads slip through the cracks as you're too busy just keeping up. 

Worse yet, you're wasting precious hours on repetitive marketing work. Follow-up emails, social posts, and so on—the grunt work seems unending. 

If this sounds familiar, it could be the best time for e-commerce marketing automation. It handles the marketing tasks, from personalized content to timely follow-ups and insightful analytics. Now, you can peacefully focus on strategy and drive those leads and conversions.

In fact, Business 2 Community data suggests that businesses employing marketing automation to nurture prospects see a 451% increase in qualified leads.

This detailed guide reveals how e-commerce marketing automation will streamline your business and generate incredible ROI.  Let's turn automation into your secret weapon!

What is E-commerce Marketing Automation?

At its core, ecommerce marketing automation harnesses the power of software tools to automate repetitive marketing tasks like content creation and customer segmentation. 

Marketing automation includes A/B testing, omnichannel engagement, and AI assistance. It can be used to personalize customer experiences across various channels, such as emails, social media, and SMS. This saves time and cultivates stronger customer relationships through targeted messaging and timely follow-ups.

Marketing automation platforms also offer analytics to help you track metrics, measure performance, and refine strategies for continuous improvement. 

Key aspects of e-commerce marketing automation

1. Email marketing automation

With email marketing automation, you can send abandoned cart emails, product recommendations, discount codes, celebratory coupons, and promotional offers to your customers automatically. 

The automation software analyzes customer interactions to send tailored messages to the right customers at the time.

2. Behavioral tracking 

Behavioral tracking is important to understand your customers’ unique needs. An ecommerce marketing software monitors customer behavior to track:

• How customers interact on your website
• Which products do they like or wishlist
• Which products do they leave in the cart
• Which pages are receiving the most traffic

This data gives you a bird’s eye view of your customers' likes and dislikes. You can create customer groups with similar behaviors for more targeted marketing, bringing us to our next point.

3. Segmenting customers

With ecommerce marketing automation, you can segment customers based on demographics, purchase history, and behavior on your website. Then, you can create targeted messages for each customer segment to deliver a more personalized experience. 

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4. Personalized messages 

96% of customers have reported feeling annoyed by SMS marketing messages. 

Why? Because without personalization, the messages could appear irrelevant to customers. 

So, you can use behavioral tracking and customer segmentation to create more personalized messages. 

Take a clothing brand, for example. In April, they can share an offer on summer clothes for Texas and winter clothes for New York because the weather is different in both places. Such messages have a better chance of response as those are more relevant to your customers in both regions. 

5. Analytics and reporting 

With ecommerce marketing automation, you can track the performance and ROI of your marketing campaign. An efficient ecommerce marketing automation tool shares the status of your campaigns, revenue, and other metrics to iterate your marketing efforts and make data-driven decisions. 

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6. Workflow automation

Once in place, marketing automation functions independently. It automates manual tasks and builds workflows for various marketing tasks. 

For example, when one of your customers leaves a product in the cart, the automation will trigger a follow-up email with offers to nudge that customer to complete the purchase. The automation can also write personalized emails for your customers.

The Benefits of Marketing Automation Software for E-commerce Businesses

1. Improved customer segmentation

Marketing automation lets you divide your customers into granular groups based on various factors such as purchase history, browsing behavior, demographics, and engagement levels. You can send highly personalized and relevant messaging, offers, and promotions to each segment to increase the chances of conversion. 

2. Better customer engagement 

You can leverage automation workflows and triggers to send timely and contextual communications. These help you nurture customer relationships and promote long-term loyalty. Also, you can use automated re-engagement campaigns to reactivate lapsed customers.

3. A/B testing opportunities

Many marketing automation platforms offer built-in A/B testing functionalities. So, you can test different variations in subject lines, calls-to-action, and visual elements. With A/B testing, you can continuously optimize your marketing efforts by identifying and using the most effective options to gain maximum ROI.

4. Omnichannel engagement 

Marketing automation software enables you to deliver consistent customer experience across multiple channels. You can streamline creating and executing targeted campaigns across various channels, such as email, SMS, push notifications, and social media. 

5. AI to optimize your marketing efforts

Ecommerce marketing automation leverages artificial intelligence (AI) to optimize campaigns and provide data-driven insights. AI can analyze customer data, identify patterns, and predict future behavior. 

With this data, AI creates personalized content to increase the efficiency of marketing campaigns.

Types of E-commerce Marketing Automation

You can automate your marketing strategy across three channels:

1. Email marketing automation

52% of customers still prefer emails for marketing messages. It makes email automation a powerful tool to have in your arsenal. Email automation allows you to create and send highly targeted and personalized emails based on customer behavior, preferences, and purchase history. 

You can segment your email list based on customer behavior, purchase history, and engagement levels. Then, set up workflows and triggers to send abandoned cart reminders, welcome series, product recommendations, and post-purchase follow-ups – all without manual intervention.

This will help you offer the most relevant emails to your customers.

2. Mobile marketing automation

60% of US adults believe mobile shopping is necessary for convenience. Also, m-commerce sales are estimated to reach ​​$558.29 billion in 2024, which is a good enough reason to invest in mobile marketing automation. 

Mobile marketing automation allows you to meet customers where they are–on their smartphones. You can deliver timely and personalized messages to create a seamless omnichannel experience that drives engagement and sales for your business.

First, build your mobile subscriber list by implementing SMS opt-in forms at strategic touchpoints, such as checkout or account creation. Then, create automated SMS campaigns for cart abandonment, back-in-stock notifications, and limited-time offers tailored to individual preferences.

For example, Plivo CX creates triggers based on events and actions to send timely and relevant messages to customers. It also lets you incorporate media and emojis into your messages so they stand out and capture attention. 

3. On-site marketing automation

45% of respondents in a McKinsey survey agreed that on-site display advertising provides high ROAS. On-site marketing automation focuses on enhancing the customer experience on your e-commerce website. 

With this automation, you can deliver exit-intent pop-ups to capture abandoning visitors, product recommendations based on browsing history, and dynamic content that changes based on the visitor's location, device, or previous purchases.

Design landing pages in a way that captures the most attention and includes high-converting CTA to gain maximum ROI from on-site marketing. You can also leverage AI-powered product recommendation engines to suggest relevant items based on your customer's browsing history and purchase patterns.

Effective Marketing Automation Strategies for E-commerce Brands 

Use email triggers to send personalized content

Email triggers are a powerful way to deliver timely and relevant content to customers based on their behaviors and interactions with your brand. For instance, you can trigger abandoned cart emails whenever a customer leaves items in their shopping cart. 

Similarly, you can trigger shipping confirmation and order update emails to keep customers informed and engaged throughout the delivery process. 

Re-engage old customers with incentive emails

It's common for customers to pause engagement with a brand over time. Incentive emails can be highly effective in re-engaging these customers. You can share exclusive discounts, limited-time promotions, or loyalty rewards to entice customers back to your store.

For example, offer a percentage discount or free shipping on their next purchase or provide a special coupon code for a specific product category they've shown interest in previously. 

You should personalize these incentives based on past purchase behavior and preferences to significantly increase the chances of conversion.

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Use lead scoring for higher conversion

Lead scoring is a technique that assigns a numerical value to each lead or potential customer based on their interactions with your brand, such as website visits, email engagement, and social media activity. You can prioritize your marketing efforts for high-scoring leads and target those most likely to convert.

For example, segment your email list based on lead scores and send personalized product recommendations, exclusive offers, or invitations to webinars or events. This targeted approach can significantly improve conversion rates and ROI compared to blanket marketing campaigns.

Reward loyal customers with offers and discounts

Retaining existing customers is often more cost-effective than acquiring new ones, and rewarding loyalty is a powerful way to retain long-term relationships. 

Analyze customer purchase history and engagement levels to identify your most loyal customers and offer them exclusive discounts, early access to new products, or loyalty program rewards.

These rewards not only incentivize repeat purchases but also create a sense of appreciation and exclusivity for your customers.

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Engage on mobile with SMS marketing

52% of customers purchased a product after being influenced by brand messaging received via SMS or other messaging platforms. SMS campaigns have high open and engagement rates, making them an effective channel for delivering time-sensitive promotions, order updates, and personalized recommendations.

You can leverage SMS automation to send cart abandonment reminders, back-in-stock alerts, or limited-time offers tailored to individual preferences and behaviors. SMS can also be integrated with other channels, such as email and push notifications, to create a seamless omnichannel experience for your customers.

Upsell and cross-sell by displaying complementary products

Upselling and cross-selling are powerful strategies for increasing average order value and customer lifetime value. You can analyze customer purchase data and browsing behaviors to display complementary or related products that customers may be interested in.

For example, if a customer purchases a camera, recommend compatible lenses, camera bags, or tripods as upsell opportunities. You could cross-sell matching accessories or shoes if a customer adds a dress to their cart.

Use chatbots to engage customers

Chatbots provide instant, 24/7 customer support and engagement. They use conversational AI to assist customers with product recommendations, order tracking, and addressing common inquiries or concerns.

Well-designed chatbots can enhance the customer experience and gather valuable data on customer preferences and behaviors, which you can use in future marketing strategies to personalize content. Chatbots can also be integrated with other channels, such as email and SMS, to create a cohesive omnichannel customer experience.

The AI chatbot in Plivo CX handles common questions automatically so customers can self-serve and find quicker answers. 

E-commerce Messaging Templates to Power up Marketing Automation

Here, we’ve compiled email marketing templates for various use cases that you can steal for your next marketing campaign:

Get Started with E-commerce Marketing Automation

Now that you know the power of e-commerce marketing automation, you can get started right away. But you need a robust marketing automation tool by your side. 

Plivo CX is a top-notch e-commerce marketing automation platform that lets you attract your target audience. It provides end-to-end marketing automation from customer segmentation to creating personalized content and analyzing metrics to optimize your campaign. 

Plivo CX also comes with AI assistance to write content for you, so you don’t need a huge team to get started. When it comes to data security, the platform is GDPR, SOC2, HIPAA, and PCI-DSS compliant. 

Redefine your e-commerce marketing workflow with Plivo CX’s comprehensive automation. 

Book a demo today.

Competing in eCommerce can feel like a David versus Goliath situation when you’re up against the big names with even bigger budgets. It’s tough for small to medium-sized shops to make every marketing dollar count without the deep pockets of larger rivals.

This often leaves you feeling outpaced and overshadowed, struggling to make a mark and turn browsers into buyers. 

Thankfully, there are top-notch marketing tools tailored for smaller businesses that level the playing field. These tools help stretch your budget further, allowing you to connect with customers more personally and drive meaningful sales. 

In this post, we will cover the top eCommerce marketing automation software, the benefits of using one, and how you can identify the right tool for your business. 

What Is Ecommerce Marketing Automation?

eCommerce marketing automation involves using a tool to automate manual and repetitive marketing tasks. Beyond automation, eCommerce automation software helps you integrate multiple marketing channels like email, SMS, WhatsApp, and in-app notifications into one platform. 

Combining all channels and data into one platform allows you to make strong data-driven decisions to optimize your marketing strategies.

4 Benefits of Ecommerce Marketing Automation

Now, let us go over some of the key benefits of ecommerce marketing automation: 

1. Improves marketing team productivity 

According to an Adobe report, 98% of marketers suggest that marketing automation is important or extremely important to success. 

And why not? It comprehensively automates routine tasks and increases overall productivity. 

HubSpot's data shows that 72% of business leaders saw productivity gains after implementing AI and automation. This allows your marketers to tackle bigger strategic challenges rather than get bogged down in the day-to-day grind.

2. Supports omnichannel marketing

With eCommerce automation, you can support multiple channels, meet customers where they are most active, and provide a consistent customer experience at every touchpoint. 

3. Provides customer insights and boosts personalization

79% of buyers are more likely to purchase a product from a brand that offers personalized experiences. Brands are already addressing all the aspects of great personalization, including centralized customer data. 

Having all the data in one platform provides better customer insights to personalize the marketing efforts and improve strategy.

4. Boosts return on investment (ROI)

With automation, you can regularly nurture leads, leading to increased conversation. It optimizes the overall marketing spend. 

71% of businesses report a positive ROI on using automation.

7 Best Marketing Automation for Ecommerce

Here are the top picks of marketing automation tools you can leverage: 

1. Plivo CX

Plivo CX boosts your marketing efforts with advanced automation, personalized campaigns, and deep analytics. The best part is that it is also extendable to customer support teams, so you can bring entire customer data into one platform. 

Features:

• Campaign management: With Plivo CX, you can build relationships with your contacts by planning personalized SMS, MMS, Email (upcoming), and WhatsApp (upcoming) campaigns. 
• API support: Plivo CX offers API support to import contacts and manage opt-outs (upcoming). 
• Pre-defined templates: You can leverage existing templates to expedite the creation and execution of campaigns.
• AI support: With AI, you can auto-create and iterate your campaign content in minutes.
• Integrations: You can integrate Plivo CX with Shopify, Zoho, Freshdesk, Salesforce, Zendesk, HelpScout, Hubspot, Zapier, etc, and easily fit into the entire ecosystem.
• Reporting: Avail insights from customer interactions to make data-driven decisions.
• Customer service support: You can also take advantage of the Plivo CX service module to handle interactions with customers via chatbots (AI-supported), live chat, voice, SMS, and WhatsApp.
• Compliance: Plivo CX is compliant with data protection standards like GDPR and CCPA

Pricing:

Free trial available with limited features. Paid plans for marketing engagement start at $19 per month, and details of Enterprise plans are available on request.

Pros:

• Integrates both marketing and customer functions into a single platform and provides centralized data
• Supports all key channels: SMS, email, AI-powered live chat, voice, and WhatsApp 
• Affordable pricing
• High deliverability rate as Plivo has its messaging network

Cons:

• Currently works for Shopify eCommerce brands only

What do Plivo users say?

2. Klaviyo

Klaviyo is an ecommerce marketing automation platform that automates marketing efforts for eCommerce businesses. It stands out for its smart segmentation, omnichannel support, and data consolidation.

Features

• Campaign management: You can build customized marketing campaigns for email, SMS, and push notification channels. 
• API support: Klaviyo offers API support for importing data. 
• Pre-defined templates: You get built-in templates for email, SMS, forms, and automation.
• AI support: Klaviyo AI helps you find the best time to email customers and display the time to show forms.
• Integrations: You get 300 pre-built integrations for marketing, shipping, sales, loyalty, and subscription programs.
• Reporting: Visualize data for all your digital marketing campaigns in one view.
• Compliance: Klaviyo is compliant with data protection standards like GDPR and CCPA. 

Pricing:

Free trial available with limited features. Paid plans start at $45 per month, supporting 15,000 email credits and 150 SMS credits.

Pros:

• Extensive features and integrations 

Cons:

• Expensive for small and mid-size companies
• Users complain of slowness in the platform.

What do Klaviyo users say?

3. Omnisend

Omnisend is an omnichannel marketing automation platform built for eCommerce businesses. It is an all-in-one marketing automation solution supporting SMS, push notifications, WhatsApp, pop-ups, segmentation, and dynamic Facebook and Google ad integrations.

Features:

• Campaign management: With Omnisend, you can bring multiple marketing channels to one platform: SMS, push notifications, WhatsApp, pop-ups, segmentation, and dynamic Facebook and Google ads.
• API support: You get AI support to write personalized emails, predict customer behavior, and analyze campaign data.
• Pre-defined templates: You can use existing templates for emails, landing pages, notifications, and forms.
• AI support: With AI features, you get support to write personalized emails, predict customer behavior, and analyze campaign data.
• Integrations: Omnisend offers 130+ integrations with marketing, automation, Customer relationship management (CRM), and eCommerce platforms.
• Reporting: You can find detailed revenue and engagement reports of campaigns.
• Compliance: Omnisend is compliant with data protection standards like the GDPR, CCPA, and Telephone Consumer Protection Act (TCPA).

Pricing:

Free trial available with limited features. The standard plan starts at $16 per month for 500 contacts and 6,000 emails. For more contacts, pricing is available on request. 

Pros:

• Excellent customer support
• Fully integrated with all major eCommerce platforms–no third-party connectors required
• Easy to use

Cons:

• Limited pre-defined templates
• Slight learning curve

What do Omnisend users say?

4. Braze

Instead of positioning itself as a marketing automation platform, Braze calls itself a customer engagement platform. It engages customers with personalized messages via email, SMS, push notifications, and in-app messaging.

Features:

• Campaign management: Braze supports all the usual marketing channels, such as SMS, MMS, Email, and WhatsApp campaigns. It also supports in-app messaging and push notifications.
• API support: Can use API to export data, send messages, and connect Braze with other platforms. 
• Pre-defined templates: Benefit from pre-defined templates with a media library, content ideas, color profiles, CSS templates, and more.
• AI support: Get AI support to create/edit content and generate images. 
• Integrations: 140+ integrations are available for messaging, analytics, and top eCommerce platforms.
• Reporting: Get automated reports to track campaigns, understand user behavior, and optimize future marketing strategies.
• Compliance: Compliant with data protection standards like the GDPR, CCPA, and SOC2. 

Pricing:

• Not mentioned on their website.

Pros:

• User-friendly interface
• Supports in-app messaging and push notifications beyond usual marketing channels.

Cons:

• Limited reporting features. 

What do Braze users say?

5. Avada

Avada is a marketing platform designed for eCommerce businesses, especially Shopify brands. It enables omnichannel marketing by supporting various channels, including email marketing, SMS, push notifications, and WhatsApp. 

Features:

• Campaign management: Avada supports all the marketing channels, such as SMS, MMS, Email, WhatsApp, and push notifications. It currently doesn't support in-app messaging.
• Pre-defined templates: Pre-made templates are available for email campaigns.
• Reporting: Provides an app dashboard tracking all important KPIs: open rate, click-through rate, revenue, and conversion rate.
• Compliance: Compliant with data protection standards like the GDPR, CPRA, SOC2, and PCI-DSS. 

Pricing:

• Free trial up to 14 days. Advanced plans start at $47 per month.

Pros:

• Excellent customer support

Cons:

• Limited customization options.

What do Avada users say?

6. Mailchimp

Mailchimp is a popular email marketing software with automation features to drive personalized marketing messages. It has now expanded to SMS, WhatsApp, push notifications, and in-app messaging.

Features

• Campaign management: You can build customized marketing campaigns for email, SMS, WhatsApp, push notifications and in-app messaging 
• API support: Mailchimp offers API support to import data and automate campaigns. 
• Pre-defined templates: Mailchimp has 100+ free and paid email templates.
• AI support: Mailchimp AI helps you write email content and find the best time to email customers.
• Integrations: You get 250 pre-built integrations with top eCommerce platforms, design, payment platforms, etc.
• Reporting: You get campaign reports tracking open rate, click rate, click maps, revenue, etc. 
• Compliance: Mailchimp is compliant with data protection standards like GDPR and CCPA.

Pricing:

The free plan has only 1000 monthly emails, and the premium plan has 500 contacts, 1,000 SMS credits, 6,000 monthly emails, starting at $40. 

Pros:

• Extensive and easy-to-use email marketing capabilities  

Cons:

• Limited design features for landing pages and email
• Expensive for small and mid-size companies.

What do Mailchimp users say?

7. Sendlane

As a cloud-based marketing automation tool, Sendlane supports omnichannel marketing. While it started as an email marketing platform, it now supports SMS as well.

Features

• Campaign management: You can design marketing campaigns for email and SMS channels. 
• API support: Using Sendlane API, you can import customer data and track customer activity. 
• Pre-defined templates: You get built-in email templates for win back, abandoned carts, loyalty programs, and more.
• Integrations: You can integrate Sendlane with top eCommerce platforms.
• Reporting: You get dashboards showcasing campaign details with revenue, open rate, top products, and more.
• Compliance: Sendlane is compliant with data protection standards like GDPR and CCPA. 

Pricing:

For 500,000 email and SMS credits, the pricing would be $4,955 per month

Pros:

• Excellent customer support
• Good email deliverability

Cons:

• Expensive for small and mid-size companies

What do Sendlane users say?

What should you look for in eCommerce marketing automation tools?

Here are seven key factors to check in an ideal eCommerce automation platform:

1. Ease of use: Is the platform user-friendly to adapt to, or will there be a big learning curve?
2. Supported channels: Does the platform support your required channels?
3. Automation capabilities: Does it have features to automate campaigns based on specific triggers?
4. Integrations: Can it be integrated into your current tech stack?
5. Pricing: Is the pricing in your budget?
6. Customer support: How much is the turnaround time for customer support?
7. Reporting and analytics: What automated reports are available?

Five eCommerce marketing automation strategies to boost sales

Let's evaluate how brands can leverage automation to boost sales:

1. Cart abandonment reminders

You can encourage the users to complete their pending purchases. Sometimes, this could be just a nudge. However, you can also create a sense of urgency with price drops and low inventory alerts. 

2. Automate customer feedback collection

Getting customer feedback on product and delivery experience is a key to more customer sales. As per a survey, 77% of shoppers specifically seek out websites with ratings and reviews. You can design automated campaigns that ask for customer feedback after every delivery. 

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3. Dynamic and personalize content

Another benefit of having eCommerce marketing software is you have ample data to personalize campaigns by:

• Suggest products that are relevant to them
• Giving offers on birthdays and anniversaries
• Offer exclusive discounts for loyal customers

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4. Win-back emails

You can rebuild relationships with customers who haven't opened the eCommerce app/website recently. It could be:

• Offering exclusive discounts
• Informing their most-purchased product is back in stock
• Announcing new collection launches

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5. Loyalty programs

You can plan loyalty programs to build long-term relationships with your customers. Inside loyalty programs, customers can get exclusive discounts, offers, the first sneak peek into new product launches, etc. 

But how do you communicate to customers about loyalty programs? 

The answer is campaigns. Plan campaigns for the customers in the loyalty program to send updates, offers, launches, etc.

Update to customer on becoming an elite customer with exclusive perks | Source: Author

Automate your marketing workflow with Plivo CX

Plivo CX is not just a simple and affordable way to automate your marketing efforts; it's a versatile tool that extends seamlessly to your customer success team. 

This integration brings all your customer data together on one platform, allowing you to craft personalized campaigns that truly resonate.

Whether you’re a small team looking to grow or a larger entity seeking efficiency, Plivo CX is designed to scale with your needs, making it easier to connect with your customers impactfully.

Start a free trial and run your marketing campaigns on autopilot.