10 Best Customer Engagement Platform & Software Reviewed(2025)

Best Customer Engagement Software – 2025 Edition!

Leverage customer engagement software to strengthen customer retention with smoother communication flow and add an edge to your game.

Automate Customer Engagement

From multichannel support to automated chatbots, maintain the communication with the customer like a breeze. Automate predefined conversations for a quicker resolution.

Streamline Omnichannel Support

Cater a consistent support using customer data platform where communication that begins at one place can smoothly be transferred to another without losing any crucial information.

Build Extensive Customer Profiles

Build an exclusive customer profile by gathering data from various sources like communication and purchase history, social media, etc.

Plethora of Engagement Tools

Every tool from social media management, self-service automation, live chat to marketing automation can be managed under one roof with no error.

Businesses struggle to maintain meaningful connections with customers, leading to lost opportunities and diminished loyalty.

Fragmented communication and inadequate insights into customer preferences frustrate customers, resulting in negative experiences. Such disconnects can harm sales and damage reputations.

A Customer Engagement Platform (CEP) effectively addresses these challenges by centralizing interactions and leveraging data analytics for personalized communication. Let’s explore how a CEP can transform your customer relationships and drive sustainable business success.

1 What is a Customer Engagement Platform (CEP)?
2 Top 10 Customer Engagement Platforms: Comparison Chart
3 Best Customer Engagement Software Features
4 10 Best Customer Engagement Software Solution
5 Key Elements of Customer Engagement Platforms
6 Types of Customer Engagement Software
7 Benefits of Customer Engagement Software Platforms
8 How to Select the Right Customer Engagement Tools
9 Elevate Your CX with Omni24’s Customer Engagement Software
10 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
11 FAQs about Best Customer Engagement Solution

What is a Customer Engagement Platform (CEP)?

A Customer engagement platform (CEP) is a tool designed to streamline how brands communicate with customers across all digital channels, including web, mobile, social networks, messaging apps and other digital touchpoints. It aims to develop deeper relationships with customers while creating a more personalized experience by collecting insights into each customer’s journey and preferences.

A well-implemented CEP can significantly impact a business’s bottom line by increasing customer satisfaction, loyalty, and lifetime value. It provides valuable insights into customer preferences and behavior, enabling businesses to make data-driven decisions and optimize their customer engagement strategies.

Key objectives:

Unification: Centralize all customer interactions, data, and touchpoints into a single, comprehensive platform for a unified view of the customer journey.
Personalization: Deliver tailored experiences and communications based on customer preferences, behavior patterns, and historical interactions.
Automation: Streamline routine tasks and workflows to improve efficiency and ensure timely, consistent customer engagement across channels.
Analytics: Gather and analyze customer data to generate actionable insights for improving engagement strategies and business decisions.

Top 10 Customer Engagement Platforms: Comparison Chart

Here’s a comparison chart for the 5 best customer engagement software solutions:

App Name	Key Features	Price	Trials
Omni24	• Omnichannel support • AI-powered chatbots • Real-time analytics • Customizable workflows • Knowledge base management • Team collaboration tools • Customer feedback surveys	$49/month/user	14-day free trial
Veemo Support	• Multi-channel support • Ticket management • Live chat • Self-service portal • Reporting and analytics • Mobile app	$29/month/user	30-day free trial
Zendesk	• Unified customer view • Ticketing system • Live chat and messaging • Knowledge base • Third-party integrations	$49/month/agent	30-day free trial
Qualtrics	• Experience management • Customer feedback collection • Predictive analytics • Text and sentiment analysis • Role-based dashboards Cell 2	Custom pricing	Free trial available (duration varies)
HubSpot	• CRM platform • Marketing automation • Sales tools • Reporting and analytics • Integration ecosystem	$45/month (2 users)	14-day free trial
Freshdesk	• Ticket management • Multi-channel support • AI assistance	Starts : $15/agent/month	21 days
Mailchimp	• Email marketing • Customer journeys • Landing pages	F $13/mo/user	Free plan
Drift	• Conversational marketing • AI chatbots • Meeting scheduling	$400/mo/user	Custom demo
Salesforce Service Cloud	• Case management • Workflow automation • Mobile support	$25/user/month	30 days
LiveChat	•Real-time visitor tracking • Customizable chat window • Analytics Integration options	$20/agent/month	14 days

Best Customer Engagement Software Features

Having an effective customer engagement strategy is important to build long-term customer relationship management and create a win-win situation.

Omnichannel inbox

You can manage customer conversations from multiple channels, including email, live chat, social media, and SMS, in one central location. It helps you to provide personalized assistance to customers, solve problems quickly and ensure customer satisfaction.

Knowledge base

Self-service options like knowledge base provide an organized database of information about your business, product or service, and frequently asked questions (FAQs). Customers can browse articles, guides, and tutorials to find the information they need.

Marketing campaigns

The multichannel engagement approach supports your marketing team to create, execute, and track automated campaigns across multiple channels. You can design campaigns that target specific customer or segment groups, promote offers, or welcome new customers.

Workflows

Workflow automation helps automate your customer service process by creating rules for different actions. The feature can capture customer inquiries or complaints, assign them to an agent or a team, set priorities, and monitor the progress of workflows.

Feedback surveys

The feedback surveys feature enables you to collect feedback from your customers on their experience with your business. You can send surveys via email or SMS, customize questions, and receive real-time responses.

Reporting & analytics

The report and analytics feature measures and reports on your customer engagement activity. You can track metrics like customer satisfaction rates, response times, and ticket volume.

10 Best Customer Engagement Software Solution

As the technology advances, there are now numerous customer engagement platforms and solutions that businesses can use to optimize their engagement strategies. Here’s the list.

1. Omni24

The ultimate customer engagement solution for exceptional CX

Omni24 is an omnichannel customer experience software that integrates multi-channel support, an AI-powered chatbot and automated ticketing. It features a self-service knowledge base and detailed performance analytics, enhancing efficiency and providing insights to improve customer service and satisfaction.

Key features:

Live chat: Engage with customers in real-time through live chat, allowing for quicker and more personalized responses to their customers’ needs.
Omnichannel: Connect with customers across multiple channels, including social media, messaging and email making it easier for businesses to reach their customers wherever they are.
Advanced analytics: Omni24 provides businesses with insights into their customer interactions through advanced analytics. The insights show businesses key metrics, including customer satisfaction ratings, response times and more.
Customizable features: Omni24’s platform is highly customizable to suit the unique needs of each business. Businesses can tailor the interface, configure rules for routing inquiries, as well as customize chatbots and FAQs.
Agent productivity: Empower agents to perform their jobs more efficiently with features like canned responses, the ability to quickly search through knowledge bases and chat history.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features as well as add-ons. All plans come with 14 days free trial.

Veemo Chat

Great customer engagement tools for top-notch customer support

Veemo Chat is an omnichannel live chat software that helps businesses communicate with their customers in real-time, providing a seamless customer support experience.The software is a part of Veemo’s customer engagement suite of products designed to streamline and enhance various aspects of business operations.

Businesses use Veemo Chat to offer instant support to website visitors, resolve issues and provide personalized recommendations. One of its use cases is sales, where businesses engage with potential customers, address their concerns and guide them towards making a purchase.

Key features:

Omnichannel engagement: Engage with customers on multiple channels like phone, email, chat, social media and more from a single platform ensuring a seamless customer experience.
Automation and AI: Automate your processes through the use of chatbots, automated emails and marketing campaigns to reduce manual work, increase efficiency as well as free up time for more strategic tasks.
Analytics and reporting: Get real-time insights into customer behavior, trends and overall performance to track your progress as well as measure success.
Multiple integrations: Connect Veemo with hundreds of other tools, including Salesforce, HubSpot, Slack and Google Analytics, to improve the functionality as well as power of your engagement activities.
Customization options: Create tailored workflows, designs, along with features for your specific business needs, and improve overall engagement by tailoring the platform to your audience.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to 129/user/month based on the features and add-ons.

3. Zendesk

The best customer engagement software for seamless customer management

Zendesk is a customer service platform designed to provide companies with an efficient way to manage their customer inquiries and feedback. It is equipped with AI chatbot functions and FAQs to help answer customers’ questions quickly while also providing voice call capabilities so customers can contact you directly if needed.

Key features: Zendesk seamlessly integrates with popular messaging apps such as WhatsApp and Facebook Messenger. It incorporates AI chatbot functionality and a comprehensive FAQs system to provide automated responses to customer inquiries, enhancing efficiency in addressing common questions.

Pricing: Zendesk’s pricing begins at $49/agent/month for its Suite Team plan

4. Qualtrics

Excellent experience management tool for easy customer resolutions

Qualtrics Customer Engagement Software, Solutions

Qualtrics is an experience management (XM) software company which includes survey tools along with hundreds of expert-built templates ready & available for quick deployment. The tool ensures a powerful survey building & an intuitive designing process through its drag-and-drop feature. It is user-friendly even startup-scale businesses can benefit immensely.

Key features: Qualtrics helps businesses prevent customer issues from translating into lost revenue by automatically identifying and addressing friction points in the customer journey.
Empowers businesses to deliver superior customer experiences across both digital and physical touchpoints.

Pricing: Provides custom pricing based on specific business needs and usage. Contact Qualtrics directly for a personalized quote.

5. Hubspot

The best customer support software with comprehensive marketing solutions

HubSpot is an all-in-one customer service and CRM platform that helps businesses adjust their customer engagement strategy based on data. It provides automated tools to drive lead conversions, organic growth opportunities, and targeted segmentation strategies.

Key features: HubSpot’s wide range of marketing features include analytics & reporting capabilities, email marketing solutions, webinar hosting software, along with integrated marketing campaigns.

Pricing: Offers a free CRM plan, with paid plans starting at $45/month for Marketing Hub Starter. More comprehensive solutions are available at higher price points.

6. Freshdesk

Top customer engagement solution for simplified ticket managment

Freshdesk offers an intuitive customer support platform that helps businesses provide efficient service. It simplifies ticket management and enables teams to deliver quick, personalized customer support across channels.

Key features: Provides multichannel support, automated ticket dispatch, knowledge base management, and team collaboration tools. Includes SLA management, customer satisfaction surveys, and detailed performance analytics.

7. Mailchimp

Intuitive CEP solution with user-friendly interface

Mailchimp has evolved from an email marketing tool to a complete marketing platform. It helps businesses create targeted campaigns, automate marketing processes, and analyze customer engagement.

Key features: Offers email campaign creation, audience segmentation, marketing automation, landing page builder, and social media management. Includes A/B testing, behavioral targeting, and comprehensive analytics reporting.

8. Drift

Powerful customer engagement platform for marketing and sales accelaration

Drift focuses on conversational marketing and sales acceleration. It helps businesses engage website visitors in real-time conversations, qualify leads, and streamline the sales process.

Key features: Provides intelligent chatbots, meeting scheduling, automated lead routing, and account-based marketing tools. Includes visitor intelligence, custom playbooks, and revenue acceleration solutions.

9. Salesforce Service Cloud

Best cloud-based customer engagement software

Salesforce Service Cloud Customer Engagement Software

Salesforce Service Cloud delivers enterprise-level customer service solutions. It enables businesses to provide personalized support across channels while maintaining a unified view of customer interactions.

Key features: Includes case management, knowledge management, omnichannel routing, AI-powered recommendations, and field service management. Offers extensive customization options and integration capabilities.

10. LiveChat

Top customer engagement tool for real-time monitoring

LiveChat specializes in real-time customer communication through website chat interfaces. It helps businesses provide instant support, capture leads, and improve customer satisfaction.

Key features: Offers real-time visitor monitoring, chat analytics, automated greetings, ticketing system, and chat archives. Includes customizable chat widgets, agent performance metrics, and integration with major platforms.

Key Elements of Customer Engagement Platforms

Managing customer interactions across various channels can be a daunting task. That’s where CEPs come in. Let’s explore the key components of a CEP and how they fit in:

Multi-channel Support

A CEP should be able to support an organization’s cross-channel communication strategy to reach out and interact with users most effectively.

Data Management

Customer engagement software should be able to store and manage customer data in a centralized database. It should allow businesses to create personalized and relevant engagements that enhance the customer experience.

Automated Workflows

Automated workflows can streamline customer interactions by automating repetitive and manual tasks. Workflow automation can include tasks such as sending welcome emails, follow-up messages, and scheduling appointments.

Analytics and Reporting

Customer data management and reporting help businesses measure the effectiveness of their engagement strategies, identify areas that need improvement and make data-driven decisions. Key metrics to measure include customer satisfaction, conversion rates, and engagement rates.

Personalization

With access to customer data, a customer engagement platform can deliver CX that includes personalized recommendations, product suggestions, and personalized messages.

Security & Compliance

A reliable CEP should offer built-in security measures as well as adhere to industry-specific compliance regulations such as GDPR.

Types of Customer Engagement Software

Customer engagement tools play a crucial role in modern businesses as they allow companies to effectively interact with their customers and provide a seamless experience.

Help Desk & Ticketing

Help desk and ticketing tools are essential for managing customer inquiries, concerns, and technical issues. You can efficiently track customer requests, assign them to the appropriate team members, and ensure timely resolution. Help desk software often includes features such as ticketing systems, knowledge bases, and customer portals.

Knowledge Base & Self Service

Empower customers to find answers to their questions and troubleshoot problems on their own. By providing a comprehensive repository of FAQs, tutorials and how-to guides businesses can reduce support tickets and improve customer satisfaction.

Customer Feedback & Surveys

Collect valuable insights and measure customer satisfaction by gathering feedback through surveys. Businesses can then identify areas for improvement, assess customer sentiment and make data-driven decisions. The feedback loop aids in enhancing products, services, and overall customer experience.

Live Chat & Chatbots

Chatbots and Live Chat utilize artificial intelligence to automate repetitive tasks, answer common inquiries, and provide basic support, resulting in improved efficiency and reduced costs. You can now respond to customer queries promptly, resolve issues faster, and engage in real-time conversations.

Sales Customer Relationship Management

Sales CRM tools centralize and streamline customer data and interactions. It helps the sales teams to manage leads, track communication, and enhance customer relationships. A CRM system provides valuable insights into customer interactions, enables personalized sales outreach, and facilitates effective pipeline management.

Marketing Automation

Marketing automation tools enable the creation and execution of targeted marketing campaigns, personalized messaging, and lead-generation efforts. By automating processes such as email marketing, social media posting and lead scoring businesses can optimize their marketing efforts and drive better results.

Social Media Management

Social media management tools provide features like scheduling posts, monitoring brand mentions, analyzing social media performance, and engaging with customers. The tool allows businesses to maintain an active social media presence, interact with customers, and monitor their online reputation.

Benefits of Customer Engagement Software Platforms

A customer engagement platform is a powerful tool used by businesses to engage and interact with their customers. Explore how the right tool benefits your business.

benefits of utilizing a customer engagement platform

1. Consolidates Customer Data in One Place
Without a customer engagement platform, customer data might be scattered across multiple channels like social media, email, and live chat platforms. Customer engagement platforms help to consolidate all customer data in one place, making it easier to understand your customers’ journey, history, and preferences.
2. Improves Customer Service Experience
Customer engagement platforms are designed to improve the customer service experience by automating tedious tasks and routing requests to the right department. Customers today expect a seamless experience across all channels, and an engagement platform can provide all of it.
3. Increases Customer Life Time Value (CLV)
An effective customer engagement platform provides companies with the tools and resources needed to enhance customer relationships. By engaging customers in ways that make sense to them, companies can improve customer retention resulting in increased customer lifetime value.
4. Improves Sales and Conversion Opportunities
A customer engagement platform can gather essential data about customers’ behavior, providing insight into what types of content and products they’re most interested in. With this knowledge a company can improve its marketing efforts and personalize its messaging to convert more leads into customers.
5. Streamlines Omnichannel Support
Customers don’t care about the different departments in a company. They want answers to their questions and fast solutions to their problems. With a customer engagement platform, companies can provide total support through one platform, making omnichannel support easy and seamless.

How to Select the Right Customer Engagement Tools

When it comes to choosing the right customer engagement software solution, it can be a challenge. With so many different options available, how do you know which one is the best for your company?

Following some of the key criteria and asking important questions will help ensure that you select the ideal solution for your needs. Make sure to take some time out to evaluate your business priorities!

What kind of integrations does the platform offer with other popular business software like CRM systems or email marketing tools?
Which channels are supported by the customer engagement platform? Does it have capabilities for web chat, SMS messaging, social media interactions, etc.?
Is there an easy way to analyze performance data and customer feedback? It can help you optimize customer service in the future.
Does the platform have any automated responses or artificial intelligence-powered features that save time and enhance your customer experience?
Is the platform easy to use? Can it be customized to fit your unique needs?
What pricing model does the platform use for its services? Is there an opportunity for additional discounts based on volume or usage levels?
Is data stored securely? Does it comply with relevant regulatory standards such as GDPR or CCPA?

Elevate Your CX with Omni24’s Customer Engagement Software

A robust customer engagement tool is essential for enhancing customer experience and driving business success. Personalized interactions and seamless communication build stronger relationships and improve customer satisfaction.

Advanced analytics provide valuable insights into customer behavior, allowing for tailored marketing strategies and timely responses. A proactive approach boosts loyalty and helps identify opportunities for growth.

Investing in Omni24’s Customer Engagement Tool equips businesses with the essential resources to thrive, ensuring they remain attuned to customer needs and expectations while driving overall success.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

Start 14 Days Trial

FAQs about Best Customer Engagement Solution

1. Why do businesses need customer engagement tools?

Customer engagement tools play a crucial role in today’s market as they help businesses better understand their customer base. The tools provide valuable insights into customer behavior, preferences, and interests, enabling businesses to tailor their marketing efforts accordingly. Fostering personalization and timely communication with customers enhances the overall customer experience.

2. How does customer engagement software improve customer support?

Customer engagement software plays a vital role in improving customer support by offering real-time assistance through live chat or chatbots. It allows businesses to resolve customer queries promptly, provide personalized support, and easily manage customer interactions across different channels. The customer engagement software often includes automated response capabilities, which can save time and effort for both businesses and customers.

3. Can customer engagement software be integrated with other business systems?

Yes, most customer engagement software allows integration with other business systems such as customer relationship management (CRM) software. Integration enables businesses to centralize customer data, streamline processes, and provide a unified view of customer interactions, leading to better customer engagement and improved efficiency.

4. How does customer engagement software help in customer retention?

An active engagement and personalized experience helps businesses build long-term relationships with their customers. You understand customer preferences better, identify pain points, and address their needs effectively. The level of engagement fosters customer loyalty and can significantly contribute to customer retention.

10 Best Customer Engagement Platforms & Software Reviewed

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