Customer Engagement Software

Customer engagement software refers to a suite of tools and technologies designed to enhance the interactions and relationships between businesses and their customers. It provides businesses with the means to effectively communicate, interact, and engage with their customers across various channels, such as email, social media, live chat, and mobile apps. This software helps to foster customer loyalty, improve customer satisfaction, and drive business growth. For example, a customer engagement software may include features like automated email marketing campaigns, personalized messaging, customer feedback management, and customer support ticketing systems. By leveraging these tools, businesses can create personalized and meaningful experiences that keep customers engaged and coming back for more.


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<p class="break-words white-space-pre-wrap mb5 t-14 t-black--light t-normal">Recognized as a leader in social media management by Forrester&mdash;one of the world&rsquo;s most influential research and advisory firms&mdash;Hootsuite is trusted by more than 18 million customers and employees at more than 80% of the Fortune 1000. Our unparalleled expertise, customer insights at scale, and collaborative ecosystem help people and organizations succeed with social.</p>

Shape is a leading eLearning authoring tool company that offers innovative solutions to create engaging and interactive digital training content. Their software is designed to empower users in shaping the future of eLearning experiences. With Shape's user-driven approach, individuals and organizations can effortlessly create beautiful, responsive, and multi-device learning courses for employees, students, and learners of all kinds. Shape's collaborative, cloud-based platform enables seamless collaboration among team members, facilitating the development of high-quality eLearning content. Whether it's creating video trainings, interactive learning experiences, or customizable courses, Shape provides the tools and features necessary to meet diverse training needs. Their software is widely used by corporations, educational institutions, and training professionals seeking effective and engaging eLearning solutions.



<p>Sprinklr is a leading company that offers a Unified-CXM (Customer Experience Management) platform for modern enterprises. Their AI-powered call center quality monitoring software, built on their Unified-CXM platform, provides comprehensive solutions for call center quality assurance. With their software, businesses can monitor and evaluate agent-customer interactions to ensure regulatory compliance and enhance customer service. Sprinklr Service, their contact center software, unifies case management and agent engagement in a single platform. Their solutions are used by various industries to optimize contact center management, improve customer experiences, and streamline operations.</p>




<p>Thousands of the world&rsquo;s leading brands and retailers trust Bazaarvoice technology, services, and expertise to drive revenue, extend reach, gain actionable insights, and create loyal advocates. Bazaarvoice&rsquo;s extensive global retail, social, and search syndication network, product-passionate community, and enterprise-level technology provide the tools brands and retailers need to create smarter shopper experiences across the entire customer journey.</p>



Intercom is a conversational marketing, sales, and support platform that helps businesses effectively engage with their customers. Through the power of automation and human customer support, Intercom enables faster issue resolution, higher customer satisfaction, and decreased support volumes. With its AI-powered features, such as chatbots and live chat, Intercom assists sales and marketing teams in converting website visitors into paying customers. The platform also offers conversational support, engagement, and marketing solutions for front-office teams, catering to a wide range of businesses. Intercom's innovative approach to customer communication makes it a valuable tool for organizations seeking to personalize and enhance their customer interactions.



Trustpilot is a renowned company that provides a comprehensive customer review management platform. Their services are widely used by businesses of various sizes to establish a trusted brand image and effectively manage customer reviews. Trustpilot allows businesses to connect with both past and future customers and demonstrates their commitment by responding, replying, and managing reviews. With Trustpilot, businesses can build strong relationships with their customers, gather valuable feedback, and showcase their dedication towards customer satisfaction. Trustpilot's platform is a trusted solution for businesses looking to enhance their online reputation and collect genuine customer reviews.


Sprout Social

Sprout Social is a renowned company that offers cloud-based software for managing social media content and messaging. Their comprehensive suite of tools enables businesses to effectively manage their social media efforts across various stakeholders and business functions. With Sprout Social, users can monitor and manage reviews from popular platforms like Facebook, Google My Business, Yelp, TripAdvisor, and Glassdoor in a single stream. The company also provides online reputation management solutions, helping brands collect and respond to customer feedback faster while gaining actionable business insights. Sprout Social's software is widely used by businesses of all sizes and industries to enhance their social media presence, strengthen their online reputation, and engage with their target audience effectively.




<p>Braze is a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands foster human connection with consumers through interactive conversations across channels that deliver value quickly and continuously.&nbsp;Braze is built for today&rsquo;s on-demand, always-connected customers. We replace decades-old databases and poorly integrated internal and external tools with&nbsp;live views&nbsp;of every customer, highly intuitive customer&nbsp;journey building, in-the-moment campaign&nbsp;optimization, and more.</p>



Infobip is a global cloud communications platform that offers a wide range of services to businesses. With their full-stack cloud communication platform and extensive global network coverage, Infobip enables enterprises, resellers, and mobile operators to access their A2P messaging platform through a REST API. They provide services such as SMS and voice messaging, omnichannel communication, customer engagement, and loyalty programs. Infobip's solutions cater to various industries and are used by businesses of all sizes, from startups to enterprises. Their aim is to help businesses enhance their customer communication, boost engagement, and drive growth on a global scale.

Transforming Engagement: The Ultimate Buyer's Guide to Customer Software

Looking for the best customer engagement software? Our comprehensive buyers guide has got you covered! Discover top-rated solutions, key features, and expert insights to make an informed decision.

Welcome to the world of customer engagement software, a crucial tool for businesses that seek to thrive in today's customer-centered economy. As companies continue to invest more in customer engagement, the importance of finding the right software is paramount. With so many options available, it can be overwhelming for businesses to decide on the best solution that meets their specific needs. A robust program can help businesses not only increase client engagement but also boost customer retention, advocacy, and ultimately, their bottom line.

With so much at stake, it's essential to choose wisely when it comes to investing in customer engagement software. This buyer's guide will provide you with all the knowledge you need to make an informed decision and choose the best one for your business.

What is customer engagement software?

Customer engagement software is a tool used by businesses to interact with their customers across multiple channels. It aims to improve customer satisfaction, retention, and loyalty. This solution is equipped with powerful features that allow businesses to track customer behavior, analyze client feedback, and communicate with customers in real-time. It is an essential tool for companies that are looking to streamline their customer service processes and boost customer interaction.

Some common use cases of customer engagement tools include:

  • Customer support
    It allows businesses to provide immediate support to their customers across various channels such as phone, email, chat, or social media. This ensures that customer issues are resolved promptly to maintain customer satisfaction.

  • Marketing campaigns
    With a customer engagement program, businesses can create and manage effective marketing campaigns that are tailored to their customers' preferences. They can use the insights provided to segment their customers based on their behavior and preferences and create targeted campaigns.

  • Customer feedback
    A customer engagement platform allows businesses to gather valuable feedback from their customers through surveys, feedback forms, or social media. This feedback is essential in identifying areas that need improvement and enhancing the overall customer experience.

  • Sales engagement
    A customer engagement package can help sales teams to engage with their prospects in a personalized way. By analyzing customer behavior, sales teams can tailor their messaging and approach to individual prospects and increase their chances of conversion.

Customer engagement software is used by a wide range of companies across various industries, including:

  • E-commerce companies
    These companies use it to manage customer support, track customer behavior, and improve the overall customer experience.

  • Financial services providers
    The solution enables these companies to give personalized advice and support to customers, improve customer retention, and increase sales.

  • Healthcare institutions
    It also helps to offer better patient experiences, track patient feedback, and improve patient outcomes.

  • Travel and hospitality
    It allows organizations to provide personalized recommendations, manage reservations, and improve customer satisfaction.

What are the benefits of investing in customer engagement software?

With advances in technology and a shift towards personalized experiences, this software has emerged as a powerful means of gaining a competitive edge and boosting business growth. Essentially, it is a collection of tools specifically designed to help businesses connect, communicate, and interact more effectively with their customers. Here are some of its main benefits:

  • Improved customer satisfaction
    With a customer engagement program, businesses can give a more personalized service and responsive experience for their customers. This can lead to increased loyalty, higher satisfaction rates, and ultimately, more revenue.

  • Increased efficiency and productivity
    Customer engagement tools can automate many routine tasks, such as data collection and analysis, allowing businesses to free up valuable time and resources that can be focused on more important tasks.

  • Better insights and analytics
    Customer engagement systems equips businesses with valuable insights and analytics about customer behavior, preferences, and needs. This information can be used to tailor marketing strategies, improve products and services, and ultimately drive business growth.

  • Enhanced customer communication
    CES provides businesses with a variety of tools for communicating with customers, including email, chat, social media, and more. This enables businesses to connect with their customers more easily and faster responses to inquiries or complaints.

  • Improved brand reputation
    By providing excellent customer service and support with the help of customer engagement software, businesses can enhance their brand reputation and attract new customers through positive word-of-mouth.

In summary, customer engagement software is a game-changer for businesses looking to succeed in today's competitive marketplace. With its ability to improve customer satisfaction, increase efficiency and productivity, provide valuable insights, and enhance communication and brand reputation, it is a must-have tool for any business serious about growth and success.

10 features of customer engagement solution

Customer engagement software is a must-have tool for any business that wants to establish deeper and more meaningful connections with their customers. With so many options to choose from, it's important to understand the top features this software possesses. Here are 10 common features that you should look out for:

  1. Centralized communication: Customer engagement software should provide a centralized hub where your team can manage all customer connections. This includes emails, chat messages, social media interactions, and more - all organized in one place.
  2. Personalization: The software should allow you to personalize your communication with customers. Personalization helps build customer trust and enhances your business relationships.
  3. Analytics and reporting: With analytics and reporting tools, you can gain a deeper understanding of customer engagement. You can track customer behavior, preferences, and much more - helping you fine-tune your communication strategy.
  4. Collaboration: The software should make it easy for your team members to collaborate, share files, and work together on projects without any hiccups.
  5. Segmentation: A great customer engagement application should allow you to segment your customer base. By segmenting your customers, you can communicate more targeted and personalized messages.
  6. Omnichannel support: With omnichannel support, you can communicate with customers through various channels - such as email, live chat, phone, or social media.
  7. Automated campaigns: Customer engagement software should include automated campaign tools that help save time and resources. Automation features assist in reaching a broader audience without manually sending follow-ups or meaningless messages.
  8. Easy integration: It should be easy to integrate with other tools and systems. This helps your team have everything in one place, ensuring seamless communication and effectiveness of the software.
  9. Mobile app: With a mobile app, you and your team can stay on top of customer communication from anywhere at any time of the day.
  10. Customer feedback: Customer engagement software should allow for easy feedback collation from customers. This helps you understand customer needs and preferences, guaranteeing more profound and reliable connections are established. This is why 60% of brands say that investing in digital customer engagement has improved their ability to meet changing customer needs.

Customer engagement software is a critical tool for any business looking to build positive relationships with its customers. The above features are ten of the most common and necessary, and you should keep them in mind when selecting an engagement platform that best fits your unique needs.

Essential things to consider when adopting a customer engagement application

Customer engagement software (CES) is a vital tool for businesses looking to stay competitive in today's fast-paced digital world. However, choosing the right one can be a daunting task, as there are numerous options available on the market. Therefore, it is essential to consider some factors when purchasing this solution to ensure that the investment yields positive results. Despite operating in an environment of economic uncertainty, 87% of brands report that they increased their investment in digital customer engagement in 2022. This is up from 72% in 2021.

  • It is crucial to determine the specific needs of the business. CES systems offer a wide range of features, such as email marketing, social media integration, analytical tools, and chatbots. Understanding which features will benefit the business most will help in selecting the right one and prevent overspending on unnecessary features.

  • The scalability of the package is an important factor to consider. It should be able to grow with the business and handle increased data, users, and communication channels as the business expands. Therefore, it is essential to choose CES that offer flexible pricing models and easy integration with existing systems.

  • The ease of use is another significant factor to consider. A user-friendly CES interface ensures that employees can easily adopt the software, minimizing the need for extensive training, minimizing errors, and improving productivity. Moreover, the software should offer customizable dashboards, easy navigation, intuitive design, and seamless integration with existing systems.

  • Support and customer service are critical factors to consider when purchasing CES. The software selected should come with the necessary support and documentation to ensure that any issues can be resolved promptly. Besides, the potential vendor should offer accessible customer service channels, such as phone, email, and live chat, to help address any issues.

It is also essential to consider the vendor's reputation and reliability. The CES vendor should have a proven track record of providing high-quality and reliable software, making it easier to trust the vendor with mission-critical customer communication. It is advisable to research the vendor's reviews, industry ranking, and awards before making a purchase decision.

By considering the factors above, businesses can ensure they select a CES that meets their unique needs. 

Industry trends for customer engagement software

In 2024 and beyond, customer engagement is expected to become even more critical for businesses seeking to build longer-lasting relationships with their customers. Customer engagement software solutions are a key enabler in achieving this, as they help to create a more personalized and targeted experience for the end-users.

Here are some of the biggest trends that are expected to shape the industry in the coming years:

  1. AI-driven personalization
    With advances in artificial intelligence, businesses are beginning to adopt AI-powered personalization to ensure their customers receive a more tailored experience. AI can help businesses understand their customers' preferences, behaviors, and needs. 

  2. Conversational AI
    Conversational AI chatbots, powered by Natural Language Processing (NLP), are becoming increasingly popular, helping businesses to provide 24/7 customer service and support at a lower cost. As conversational AI continues to improve and become more sophisticated, its capabilities will only grow.

  3. Cloud-based solutions
    Cloud-based customer engagement software solutions are gaining traction, enabling businesses to store and access customer data from any device and location. This allows businesses to provide a seamless, omnichannel customer experience.

  4. Social media engagement
    With almost 4.5 billion active social media users worldwide, businesses are increasingly using social media channels to engage with their customers. These engagement tools help businesses monitor and respond to customer feedback in real-time, improving customer satisfaction and loyalty.

  5. Gamification
    Gamification techniques are becoming increasingly common in customer engagement software, turning customer interactions into fun and rewarding experiences. This can boost its industry and foster a sense of loyalty.

    As customer engagement becomes more critical to business success, expect to see further developments in these areas. By embracing these trends and leveraging the latest technology, businesses can build stronger relationships with their customers and drive growth.


In conclusion, customer engagement software is an essential tool for businesses that are looking to improve their engagement with customers. It offers a wide range of features that can help companies streamline their customer service processes, create targeted marketing campaigns, gather valuable feedback, and increase sales. Purchasing the right CES can improve customer participation, increase revenue, and improve productivity across various business functions.