Top 10 customer loyalty tools for 2022

Customer loyalty software collects key information about customer characteristics so you can take steps to improve the customer experience. It tracks customer satisfaction data and allows you to improve your customer retention strategies.

With your loyalty software, you can optimise your brand's interactions with your customers by personalising your emails, tailoring your offers and sending rewards at the right time.

But they also allow you to see the big picture, to understand what triggers customer dissatisfaction and to act before it's too late. In the long run, this data can help companies improve their internal processes.

The different types of tools to promote customer retention

With the right tools in place, you can be on your way to a healthy retention rate and more predictable revenues. 4 parameters are key to improving your customer retention strategy.

• Service: Proactive, personal contact and empathy are all part of good customer service. Ensuring that your customers' needs are met is not a plus, it is a necessity.
• Customer experience: The customer experience includes the entire journey with your company. If customers have trouble using your platform, or if the interaction is not optimal, they will unsubscribe. It's as simple as that.
• Onboarding: Your customers need to be able to get to grips with your services quickly. A personalised welcome and effective onboarding will promote adoption and loyalty, while reinforcing the usefulness of your product.
• Pricing: The choice of pricing should be appropriate to your service or product, and be understood by the customer. This will enable you to build customer loyalty and increase your revenue potential.

We present 10 software programs to help you build customer loyalty!

1. Zendesk to manage your customer support

CRM is one of the most useful customer loyalty systems for managing every interaction your customers and prospects have with your business. We like Zendesk.

• Service: Zendesk, you know it, we did a review. It is a CRM that allows you to manage your interactions with your customers. It allows you to store and centralize your data on your customers, analyze them and personalize your interactions with them.
• Customerexperience: Everything is ergonomic. The interface is easy to use and super intuitive. You can test many examples of customer journeys, analyse them and find the solutions that work best.
• Onboarding: Zendesk is quick to get started. You are guided step by step, which allows your teams to be operational quickly. Support is even available in French.
• Pricing: The price is a bit higher than the average CRM, but the good performance of Zendesk fully justifies it. 4 offers are available: the Team offer at 19€/user/month, the Professional offer at 49€/user/month, the Enterprise offer at 99€/user/month and the Elite offer at 199€/user/month.

Freshdesk and Helpspot, with a free version, are also effective alternatives.

2. Intercom to manage marketing to your customers

Customers want a personalised experience throughout their journey, they want consideration. Intercom, the leader in conversational marketing, can help you improve on this.

• Service: Intercom offers you a number of services, such as the possibility of automatically qualifying leads using chatbots and integrating your prospects into multi-channel message sequences.
• Customerexperience: The real strength of Intercom is the numerous reports it provides to allow you to evaluate your performance. The software also offers numerous integrations with CRM, marketing automation software etc...
• Onboarding: Lots of self-service resources, webinars and forums to get you started. Intercom also has a customer service by email or chatbot.
• Pricing: No free trial unfortunately. The classic offer for small businesses is 59€/month/user. For more features, please ask for a quote.

Dynamic Yield is an interesting alternative with more features, Sendinblue and ActiveCampaign are a bit more affordable than Intercom.

3. A good CRM software to keep an eye on all your contracts

CRM software like Pipedrive allows you to gather information about all your customers in one convenient place. This may sound pretty standard, but by taking the necessary steps to streamline your data management, you're almost guaranteed to create a more streamlined customer experience and process.

• Service: Pipedrive includes data on your customers, marketing strategy, sales processes, customer support and customer satisfaction. With this data, you can easily spot trends and issues as they arise. Satisfied customers who feel valued are much more likely to become loyal.
• Customerexperience: The tool is really great for managing your sales tunnel, planning your strategy, your emails... Moreover, there are a lot of possible integrations like Zapier and Integromat.
• Onboarding: A support available during the week in French, and many resources in French too ! Clearly, getting started is ultra fast.
• Pricing: 4 tariffs are available with a free trial each time: Essential at €12.50/user/month, Advanced at €24.90/user/month, Professional at €49.90/user/month and Enterprise at €99/user/month.

As for alternatives, Zendesk and Salesforce are also great.

4. Amplitude

 

Amplitude is a digital optimisation service, mainly for SaaS or e-commerce platforms.

• Service: The software analyses your customers' behaviour to try to find solutions to improve the customer experience on your platform. A lot of data is available, and Amplitude gives you advice on how to adapt to customer behaviour.
• Customerexperience: Amplitude's operation is characterised by the triptych See-Do-Adapt. Amplitude Analytics analyses your performance, then Amplitude Recommend and Amplitude Experiment help you react and find new solutions.
• Onboarding: You can start with a demo by the Amplitude team. Many resources (FAQs, articles, webinars...) are available to help you get started. A forum and a help centre are available.
• Pricing: 3 plans, one of which is free, are offered by Amplitude Analytics. The other two are on quotation. Amplitude Experiment and Amplitude Recommend are also available by quotation.

Kissmetrics and Mixpanel are two solid alternatives. Mixpanel provides all the information you need about your customers: for example, it allows you to find out how long it takes for your new users to return and engage. With Mixpanel, you can determine the level of acceptance of new features of your digital resource and improve them.

5. Sprout Social: to respond to your customers on all networks

To respond to your customers on social networks, a good CRM like Zendesk should do the trick. But for a dedicated solution on the subject, the leader Sprout Social allows you to really go further. Social media presence is an important strategy, so don't neglect the impact of Social Proof in marketing. You need to showcase your customers' reviews to demonstrate the quality of your business.

• Service: Sprout Social allows you to maintain real contact with your prospects and customers on social networks. It allows you to be proactive, to control your image on the networks rather than simply responding to all the mentions/questions.
• Customerexperience: The software allows you to centralise all your mentions in a single box, set up relevant monitoring, create and plan content and analyse their reach.
• Onboarding: You can request a demo from the Sprout team. There are also resources and case studies on the site to show you the scope of the software.
• Pricing: 3 offers are available, each with the possibility of a free trial. The Standard package is $89/user/month, the Professional package is $149/user/month and the Advanced package is $249/user/month.

6. ReferralCandy to create a referral program

Using a referral programme software significantly improves your retention rate. Offering loyalty points and discounts to customers improves retention by up to 53%(16Best), referral marketing accounts for 26% of customer retention(Invesp), and referred customers have a 37% higher retention rate(Deloitte). At Salesdorado, we like ReferralCandy.

• Service: ReferralCandy allows you to set up referral programmes and analyse their performance. You can customize all your programs by choosing for example the rewards for each effective referral.
• Customerexperience: You can integrate your e-commerce platform, as well as your marketing software to optimise your performance. Everything can be customised, but ReferralCandy also has a number of templates available.
• Onboarding: Getting started is very easy. You can rely on the site's resources to answer your questions, and you can also chat with support.
• Pricing: The Premium offer is $49/month, with commissions for each referral. A free 30-day demo is available. The Enterprise offer is $3,999/month without commission, for larger companies.

Alternatives include GrowSurf, Openloyalty.io and Ambassador.

7. Linkedin Sales Navigator

Linkedin Sales Navigator allows you to use the full power of Linkedin to effectively prospect and build relationships with potential clients.

• Service: Linkedin Sales Navigator allows you to develop your network and cultivate your relationships. You can therefore increase the credibility and popularity of your company and thus increase your income.
• Customerexperience: You can compile a list of your clients and prospects, and highlight their key characteristics. You are quickly informed if a prospect changes position, and can therefore increase your network by seeing who replaces them.
• Onboarding: You will be up and running quickly, especially if you are familiar with Linkedin. The service offers a free demo for onboarding, which makes it very easy to get started.
• Pricing: 3 offers are available: Core offer at $79.99/user/month with free trial, Advanced offer at $119.99/user/month and Advanced Plus offer on quotation.

8. Agreement to work with your clients on complex projects

Thousands of documents circulate within a company, and they need to be updated regularly. To ensure that you are up to date and communicating effectively and collaboratively with your customers and colleagues, a document management solution is essential.

Clouds like Onedrive or Google Drive are designed for storage, not for document management. Finding, sharing and updating documents is not as easy as with a purpose-built solution like Accord.

• Service: The principle of Accord is to provide a shared workspace between you and your clients. In concrete terms, you propose a "Mutual Action Plan" to your leads, and you work together on a shared checklist.
• Customerexperience: You decide whether to make each item public (or not), you can invite team members, and your leads and/or customers can do the same as the sales process progresses. Accord recommends offering qualified leads access to a shared checklist after the first discovery call, to engage them on the next steps.
• Onboarding: Podcast, newsletter and blog are available to understand how Accord works. However, there is no explanatory demo or chatbot with support.
• Pricing: Again, there are 3 offers available: Essential, Startup and Growth at $99, $499 and $1,499/user/month respectively. Free trials are also available for each offer.

9. Questback to measure your NPS

Social proof is super important in marketing, but to showcase your customers' comments, you need to collect their feedback. Questback software offers this service.

• Service: Questback is one of the leading customer loyalty software that attempts to build customer loyalty through feedback. This web-based software automatically collects feedback from existing customers.
• Customerexperience: Feedback is analysed to ensure that companies are meeting their customers' expectations in a way that maximises retention. You can therefore gain an in-depth understanding of what works and what doesn't work with customers.
• Onboarding: The Questback academy will answer your questions by providing FAQs, case studies and resources to help you get started.
• Pricing: A free trial of Questback is available, with a choice of 3 packages: Starter for 3 users, Business for 5 users and Enterprise for 8 users. Pricing is available upon request.

Alternatives include Hotjar and Delighted.

10. Thursday Thank you for thanking your customers

As we said, customers love personalised experiences. It's the key to building loyalty. Take advantage of Thank You Thursday to send them little gifts.

• Service: The software allows you to define rules that will trigger the sending of special attention to a customer. Jeudi Merci even takes care of sending personalized packages.
• Customerexperience: Thank You Thursday allows you to analyse the impact of each of your campaigns, and to transform your customers' experience into a business opportunity. You will considerably improve your relationship with your customers, and therefore your brand image.
• Onboarding: A demo in French is available, as well as a multitude of resources on the site. The ergonomics of the software allows you to get started quickly.
• Pricing: The Starter offer is free but limited in the number of sendings and possibilities. The Premium offer is €500 per month, with unlimited uploads and users.

You can also try Sendoso, an American competitor of Jeudi Merci.

 

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