You’re not just picking another marketing or support tool—you’re choosing the system that will power how customers hear from you, talk to you, and feel about you across email, SMS, push, chat, social, and in‑app moments. The challenge? “Customer engagement software” covers a lot: omnichannel platforms, help desks, marketing automation, in‑app onboarding, feedback/roadmaps, and experience management. Each promises AI, personalization, and analytics; what you need is clarity on what fits your use cases, data stack, budget, and timeline to value—without stitching together five products or overpaying for features you won’t use.
This guide cuts through the noise. We’ve shortlisted 15 standout customer engagement platforms for 2025 and broken each one down the same way: what it does, who it’s best for, standout features, key integrations, and a quick pricing snapshot. Whether your priority is acquisition and activation, proactive support, retention, or closing the loop with customer feedback and roadmaps, you’ll find tools you can actually compare side‑by‑side. Expect practical takeaways, honest trade‑offs, and enough detail to build a shortlist in one sitting. Let’s get into the top platforms and help you pick the right fit—fast.
When engagement breaks down, it’s rarely because you’re not listening—it’s because the signal is scattered across emails, tickets, calls, and social threads. Koala Feedback brings that signal into one place, turning raw input into prioritized work and a public roadmap your users can rally behind. It’s customer engagement software purpose‑built for feedback loops that actually close.
Koala Feedback centralizes idea capture, organizes and deduplicates requests, and helps teams prioritize what to build next. It adds transparency with a branded portal and public roadmap, so customers can submit, vote, comment, and track progress from “planned” to “shipped.”
If you’re a product manager, SaaS founder, or engineering lead who needs a clean, accountable way to gather input and align stakeholders, Koala is a fit. It’s especially useful for teams that value visible roadmaps and want to reduce back‑and‑forth about “what’s coming when.”
Koala’s value comes from making feedback actionable and visible without extra busywork.
Koala Feedback focuses on a self‑contained portal and public roadmap experience. Specific native integrations aren’t listed in the public materials provided; confirm current options with the vendor if you need direct connections to tools like issue trackers, CRMs, or analytics.
Public pricing details aren’t listed in the available materials. Expect tiered plans typical of customer engagement software (usage and feature‑based). For accurate pricing, request a quote or trial from the vendor.
Sprinklr Unified-CXM is enterprise-grade customer engagement software that unifies service, messaging, social, and self-service on one platform. It combines case management, agent tools, and AI to help teams respond consistently across channels while maintaining context through unified customer profiles and built-in analytics.
Sprinklr brings every customer interaction into a cohesive workflow—email, chat, messaging apps, social comments/DMs, and web/mobile—so agents don’t lose context or time switching tools. With Sprinklr AI+, teams personalize responses, automate routine work, and trigger proactive prompts to reduce friction and resolve issues faster.
Large and global brands that need true omnichannel support, heavy social engagement, and rigorous governance. It’s a strong fit for contact centers and CX teams standardizing on one platform for self-service, live assistance, and proactive outreach at scale.
Sprinklr connects natively to major and emerging social networks for comments and DMs, supports website and mobile app chat via a lightweight widget, and ties into knowledge bases and community forums. Confirm current CRM and contact-center integrations with the vendor based on your stack.
Enterprise, quote-based pricing. Packaging depends on modules (service, self-service, social, analytics) and scale. Sprinklr offers sales-led demos to scope requirements; request a proposal for accurate costs.
Insider is an AI‑native omnichannel customer engagement software platform built to personalize at scale across 12+ channels while unifying customer data in a true CDP. It lets teams orchestrate journeys, run two‑way conversations, and activate predictive audiences to drive conversions and lifetime value.
Insider centralizes real‑time customer data to create 360° profiles, then activates that intelligence across website, mobile app, email, SMS, WhatsApp, push, social messaging, and more. With Architect (its drag‑and‑drop journey builder) and SiriusAI™, teams automate cross‑channel campaigns, optimize send times, and personalize content, products, and messages end‑to‑end.
Midsize and enterprise brands that need one platform for marketing, growth, and service use cases—especially ecommerce, retail, automotive, telco, and consumer apps that want advanced personalization, strong messaging (including WhatsApp Commerce), and lower TCO by consolidating point solutions.
Insider’s strengths show up in data unification, conversational scale, and hands‑on personalization.
Insider offers 100+ connectors and flexible APIs to keep data flowing across stacks. Categories include:
Sales‑led, quote‑based pricing that varies by channels, scale, and modules (CDP, journeys, personalization, conversational). Request a demo to scope features and volume.
Braze is purpose-built customer engagement software for real-time, cross-channel messaging. It helps brands bring data together, power it with AI, and deliver personalized experiences at scale—without juggling separate tools for each channel. If your goal is timely outreach across mobile and web with tight audience syncing, Braze is a strong contender.
Braze lets teams build, automate, and personalize campaigns across email, SMS, WhatsApp, LINE, web and in‑app messaging, plus sync audiences to media networks. It also includes complementary tooling for landing pages, feature flagging, and on-site engagement.
Teams that want to orchestrate high-volume, mobile-first lifecycle messaging across channels from one platform—especially growth and CRM teams that need media audience sync and tight control over on-site and in‑app experiences.
Braze supports direct delivery across email, SMS, WhatsApp, and LINE; web and in‑app messaging via its SDKs; and media audience sync to major ad destinations. Confirm current CRM/CDP and analytics connections with the vendor to fit your stack.
Braze uses sales-led, quote‑based pricing that varies by channels, volume, and modules. Expect enterprise packaging and annual contracts; request a tailored proposal to model costs against your message and MAU volumes.
Twilio pairs its well-known channel APIs with Segment (its CDP) and SendGrid (email) to form a powerful, data‑driven customer engagement software stack. Twilio Engage brings the data foundation and activation layer together so teams can segment audiences with Segment and deliver orchestrated outreach through Twilio’s messaging and email rails.
Twilio Engage combines a native CDP (Segment) with tools to activate audiences across channels. Brands ingest customer data into Segment, build rich profiles and segments, then trigger emails via SendGrid and messages via Twilio’s programmable channels (SMS, WhatsApp, RCS), plus voice and other touchpoints.
Engineering‑led teams that want a composable, API‑first engagement stack. It’s a strong fit if you’re standardizing on Segment for customer data and need reliable delivery across SMS, WhatsApp, email, and voice without stitching together multiple vendors.
Twilio’s strength is its native ecosystem:
Twilio’s channel services follow usage‑based pricing (e.g., per SMS, WhatsApp, voice minute) and SendGrid offers tiered email plans. Twilio Engage is sold via sales‑led, quote‑based packaging that varies by volume, channels, and CDP needs. Model costs against your projected message and contact volumes during evaluation.
HubSpot positions itself as an AI-powered customer platform that brings marketing, sales, and service under one roof—useful if you want customer engagement software that reduces tool sprawl while keeping teams aligned on the same data. With dedicated Hubs for CRM/Sales, Service, and Marketing, it helps you engage customers across channels, automate workflows, and analyze impact without bouncing between disparate systems.
HubSpot combines a CRM with sales software for prospecting and pipeline management, a Service Hub for AI-powered self-service and an omnichannel helpdesk, and a Marketing Hub for email, SMS, social, and live chat campaigns and automation. Beyond engagement, HubSpot also includes tools for content marketing, operations, and billing automation.
Teams that want a single platform to manage the full customer lifecycle—from acquisition to support—without stitching together multiple point solutions. It’s a practical fit for growing companies that need coordinated marketing automation, sales visibility, and scalable service workflows.
HubSpot’s Hubs are designed to work together natively, minimizing context switching. It also supports connections to common go-to-market tools; verify current native integrations for your CRM, analytics, and messaging stack with the vendor.
Packaging is modular by Hub and feature tier, with costs scaling by usage and capabilities. Expect sales-led plans for larger deployments. For accurate pricing, request a tailored proposal based on your channels, contacts, and team needs.
Salesforce is the category-defining CRM with broad customer engagement capabilities layered on top. For organizations that want marketing, service, and customer data on a single system, Salesforce provides the building blocks to run cross‑channel campaigns, manage support at scale, and keep every team aligned on the same customer record. It’s powerful, extensible—and, for some teams, heavier to implement and operate.
Salesforce centralizes customer data in its CRM and activates it through dedicated clouds. Marketing Cloud equips teams to reach customers with personalized email and mobile marketing, while Salesforce Service helps agents deliver quality support and automate repetitive queries with AI. Together, they enable consistent, data‑driven engagement across touchpoints with reporting that shows impact.
Enterprises and fast‑growing companies standardizing on a single, enterprise‑grade stack for marketing and customer service. It’s a strong choice if you need deep governance, mature analytics, and global scale—and you have the resources for implementation and ongoing admin. Smaller teams should weigh the added complexity and total cost.
Zendesk is a complete customer service suite that centralizes email, chat, voice, social, and self‑service into one workspace. As customer engagement software for support teams, it layers automation and AI on top of mature ticketing so you can route, resolve, and report consistently at scale.
Zendesk helps support teams manage conversations across channels without losing context. Its AI can automate frontline resolutions and QA, while leaders get cross‑channel reporting that compares performance across messaging, email, chat, and voice. Workforce tools and nonstop voice support round out the offering for high‑volume operations.
Mid‑market and enterprise support organizations standardizing on a single help desk with strong automation, quality controls, and omnichannel coverage. Smaller teams benefit from the unified agent workspace, but should evaluate cost and configuration effort against needs.
Zendesk’s strengths show up in routing, assistive AI, and quality management.
Zendesk connects messages from major channels into a single inbox and ties into knowledge bases and documentation for faster deflection. It also integrates with a wide array of business tools; confirm current CRM, collaboration, and data integrations with the vendor based on your stack.
Entry tiers start around the Suite Team plan at about $49 per agent/month, with higher tiers adding advanced automation, QA, and analytics. Users praise breadth and usability, but note pricing can be steep for smaller teams and some advanced setups require technical configuration. Request a scoped quote to model channels, volumes, and features.
Intercom is an AI‑first customer engagement software platform for support teams that want to automate the front line without sacrificing quality. It unifies live chat, email, and in‑app messaging into one inbox and layers generative AI across agents, leaders, and analytics so you can resolve faster, scale confidently, and keep the experience consistent.
Intercom connects messages from any channel into a single workspace and uses AI to handle and assist conversations. Its flagship Fin agent can take on a company’s frontline support, while AI Copilot helps human agents respond faster and AI Analytics gives leaders the insights to improve operations. Out of the box, Intercom supports 45+ languages to serve global audiences.
Support and success teams that need to deflect a high volume of repetitive queries, speed up human responses, and keep every conversation in context. It’s a strong fit for SaaS companies and digital businesses that rely on live chat, email, and in‑app messaging to drive retention and customer satisfaction.
Intercom’s advantage is AI woven through the entire support flow, plus a unified workspace to manage scale.
Intercom consolidates messages from multiple channels into a single inbox and is built to plug into your broader stack. Verify current CRM, ticketing, and data integrations with the vendor to ensure tight fit with your workflows and governance.
Intercom offers tiered plans, with entry pricing starting around $74 per month for basic live chat and support. Advanced AI capabilities and higher volumes are sold on higher tiers; model costs with a sales quote based on your channels and conversation volumes.
Freshdesk is a modern ticketing solution that helps support teams centralize requests, automate routine work, and resolve faster with AI. If you’re looking for customer engagement software that simplifies operations without a heavy lift, its Freddy AI suite adds real leverage across agents, leaders, and self‑service.
Freshdesk consolidates support into a single system of record and layers AI across the workflow. Freddy AI Agent can learn from your existing content (e.g., PDFs and internal docs) to provide 24/7 automated help, while Copilot speeds up human responses and Analytics surfaces the metrics leaders need to improve SLAs and CSAT.
Support teams that want a capable, easy‑to‑adopt help desk with strong AI assistance and built‑in knowledge management. It’s a practical fit for growing SaaS and digital businesses that need to scale deflection and maintain quality without adding headcount.
Freshdesk’s value comes from pairing lightweight setup with meaningful AI.
Freddy AI can ingest knowledge from sources like PDFs and company documents to power accurate automation. Freshdesk also connects with common business apps; confirm current native integrations with your CRM, chat, and analytics tools during evaluation.
Freshdesk offers tiered plans with increasing AI and automation capabilities and provides a trial to test fit. Exact pricing depends on features and volume—request a quote to model agents, channels, and expected ticket load.
MoEngage is customer engagement software built for brands that need to reach consumers where they are—email, SMS, push notifications, and in‑app—without juggling disjointed tools. If your acquisition is strong but activation and retention hinge on timely, relevant messaging, MoEngage gives marketing teams a single place to coordinate outreach across channels.
MoEngage helps marketers in consumer brands connect with users through email, SMS, push notifications, and in‑app messaging. It centralizes campaign execution so teams can coordinate channel mix and keep experiences consistent from first touch to repeat purchase.
D2C and B2C marketers who want to personalize engagement and run cross‑channel campaigns from one platform. It’s a practical fit for consumer apps, retail, and ecommerce teams aiming to lift activation and repeat usage with timely mobile and web messaging.
Heads‑up: Teams new to data‑driven tools may face a learning curve, and some users report slowness when handling very large data volumes.
MoEngage is designed to plug into modern marketing stacks. Confirm native connections to your CRM, analytics, and data pipelines with the vendor to ensure measurement, audience sync, and governance requirements are met.
MoEngage’s pricing isn’t publicly listed. A free trial is available for evaluation; production plans are sales‑led and depend on channels, volume, and feature needs. Request a quote to model costs against your audience size and expected message volume.
Klaviyo is customer engagement software focused on turning your customer data into timely, personalized email and SMS that drive acquisition, engagement, and repeat purchases. It connects with 350+ platforms so marketers can trigger relevant messages and keep communications consistent without cobbling together multiple point solutions.
Klaviyo helps teams use their customer data to automate personalized email and two‑way SMS conversations. Marketers can build targeted campaigns, measure performance with robust email analytics, and keep messaging on brand with templates and content tools—so lifecycle touchpoints feel cohesive from first purchase to long‑term loyalty.
Brands that want to orchestrate email and SMS from one place using their existing data—especially teams prioritizing retention and repeat revenue. If your marketing motion relies on fast segmentation, strong analytics, and conversational SMS at scale, Klaviyo is a pragmatic fit.
Klaviyo’s strengths show up in data‑driven messaging and measurement.
Note: Some users report slower support response times and limited customization options (e.g., font choices), which can constrain strict brand requirements.
Klaviyo connects with 350+ platforms, making it straightforward to plug into your marketing stack and keep data flowing for segmentation, targeting, and measurement. Validate priority integrations during your evaluation to ensure clean audience syncs and attribution.
Klaviyo offers a free plan for up to 250 contacts. Pricing scales with contact count and features; as a reference point, plans for 10,000 contacts are reported around $175/month, and enterprise tiers for 175,000+ contacts can reach **$2,000/month**. Confirm current pricing with the vendor based on your list size and channel mix.
LivePerson focuses on AI-powered digital conversations that feel natural, stay in context, and scale with your volume. Think asynchronous messaging your customers can return to anytime, combined with intent detection and conversational intelligence that turn every chat into insight. For enterprises, it’s customer engagement software that prioritizes reliability, speed, and measurable outcomes.
LivePerson powers real-time and asynchronous support across your digital touchpoints, weaving AI into each step to personalize responses and shorten time to resolution. It connects deeply with your systems to enrich conversations with data, context, and even location, so agents and automations can act with confidence and continuity.
Large and fast-growing organizations that need scalable, reliable digital support with strong automation. If your goal is to deflect common queries, guide complex conversations with AI, and keep threads alive across sessions without asking customers to repeat themselves, LivePerson is a strong fit.
LivePerson is built to integrate “deeply” with your apps and data sources to add context within conversations, with users citing seamless app integrations during setup. Confirm current CRM, commerce, order, and data platform connections with the vendor based on your stack and governance needs.
Enterprise, sales-led pricing based on scope, channels, and volume. Users highlight smooth implementation support and scalable performance; request a tailored proposal to model your conversation volumes, automation goals, and integration requirements.
Appcues focuses your customer engagement inside the product where activation actually happens. As a digital adoption platform, it helps teams ship in‑app onboarding, product tours, and announcements without engineering cycles—so new users find value faster and existing users discover features you’ve already built.
Appcues lets you create no‑code onboarding flows, step‑by‑step product tours, and in‑app guides tailored to user behavior. You can segment audiences, trigger contextual messages, and run NPS surveys to capture feedback—all designed to reduce friction and lift product adoption across web and mobile.
SaaS product and growth teams that need mobile and web onboarding fast, prefer no‑code creation over custom dev, and want to personalize in‑app experiences by segment without wiring up multiple tools.
Appcues stands out for speed to value and in‑product precision.
Note: Some reviewers cite limited design customization for certain patterns and higher pricing for smaller teams.
Appcues delivers experiences via SDKs on web and mobile. For data sync and workflow needs (e.g., analytics, CRM, CDP), confirm current native integrations and export options with the vendor during evaluation.
Publicly referenced plans include an Essentials plan starting at $249/month and a Growth plan starting at $879/month, with custom pricing for advanced needs. Exact costs vary by usage and features; verify current pricing and limits with Appcues. Reviewers note that pricing can be less accessible for SMB budgets.
When your growth depends on what customers actually experience—not just what they say—Qualtrics gives you a programmatic way to listen at scale and turn feedback into action. As customer engagement software, it complements your outreach tools by capturing the signals that drive smarter journeys, better service, and clearer product decisions.
Qualtrics is a cloud-based experience management platform that helps teams collect and analyze feedback across customer, employee, product, and brand programs. You can create surveys quickly and distribute them via the web, email campaigns, or static links, then use the results to identify friction, prioritize fixes, and measure impact over time.
Enterprises and mid‑market teams that run ongoing Voice of Customer programs and need structured collection and analysis across multiple touchpoints. It’s a strong fit if you want a central system to standardize feedback quality and cadence, and you’re comfortable with sales‑led packaging and governance. Note: some users report slower performance on very large data sets and limited design flexibility.
Qualtrics focuses on making feedback collection consistent and analysis actionable.
Public materials in our research set highlight distribution flexibility (web, email, static links). If you require native connections to systems like your CRM, data warehouse, or analytics stack, confirm current integration options and data flows directly with the vendor.
Pricing is sales‑led and quote‑based. Qualtrics provides custom proposals aligned to your programs, volume, and governance needs; contact the vendor for an accurate estimate.
You’ve now got a clean view of the categories that matter—omnichannel engagement, help desk automation, in‑app onboarding, feedback loops, and VoC. Turn this into a shortlist by matching tools to your highest‑value use cases, your data realities, and the channels your customers actually use. Then pressure‑test claims with a focused pilot before you commit.
Closing the loop on feedback is often the missing piece. If that’s your gap, stand up a branded portal, prioritize requests, and share a public roadmap with Koala Feedback.
Start today and have your feedback portal up and running in minutes.
