Revolutionize Your Business with the Best Customer Engagement Management Software
In this article, we will shine the light on what is a customer engagement platform, and how customer engagement tools can help you manage complex customer relationships.
What is customer engagement management software
In 2025, managing every aspect of customer interactions with your customer service reps starts with finding the right tool for the job. A customer engagement platform is software that helps your customer service teams manage customer interactions across multiple channels while tracking and optimizing these interactions.
A good customer engagement platform enables personalized communication, simple collection of customer feedback, and centralized safekeeping of valuable customer data. Overall, it ensures consistent customer engagement to drive customer satisfaction and retention.
Core features to look for in customer engagement software
There are several features important to look for in customer engagement software. Some might be more relevant to your business and your customer pool than others. Let's see what they are and when they come in handy.
CRM integration
CRM (customer relationship management) software is the most common tool used to manage customer relationships and store all your customer data. While CRM is crucial to support and sales teams, pairing it with customer engagement software allows for a consistent customer experience and increases a customer's lifetime value.
Let's say you own an e-commerce store. With CRM integration, your customer success teams can automatically send tailored promotions to loyal customers, boosting repeat sales by 15%.
Multichannel communication support
Multichannel communication is important if you use multiple communication channels to get in touch with your customers (email, social media, SMS, live chat, etc). A customer engagement software that supports multichannel communication enables you to manage all interactions from a single platform.
This option is handy for, let's say, a food delivery app, which sends order updates via SMS, collects feedback through email, and resolves issues through live chat, ensuring customer satisfaction.
Analytics and reporting
Powerful analytics help you gain insights into customer behavior, engagement trends, and campaign performance. Based on these comprehensive reports, you can refine your strategies and improve customer retention.
For example, if your analytics show a 30% higher open rate for personalized subject lines, you can adapt your email marketing game and satisfy customer expectations.
AI-driven insights
AI integrations can be meaningful in helping us manage big data quickly and make sense of it all. Leverage AI insights to analyze customer behavior and predict customer engagement.
For example, your retail app uses AI to suggest new products to customers based on their previous purchases. This increases customer satisfaction and loyalty while ensuring consistent revenue and a longer customer lifecycle.
Personalization capabilities
95% of senior marketers say that personalized messages are effective, and they consider their personalized campaigns to be successful. A customer engagement software that enables personalization holds great potential to foster strong customer relationships and create a smooth customer journey where every new member feels truly welcomed.
Automation
Automating repetitive tasks does not only free up space for your teams to get more creative but also boosts customer retention.
For example, automate sending reminders or follow-ups for dinner reservations to reduce no-shows. Moreover, automated personalized messages for holidays and birthdays remind your customers that you care.
Benefits of using customer engagement management software options in 2025
In 2025, you cannot afford to overlook the power of customer engagement management software. With the rapid change in customer expectations and the increasing reliance on digital channels, these tools provide a strategic edge.
Customer engagement tools help you foster meaningful relationships, enhance customer satisfaction, and do more with less.
Customer satisfaction
Meeting customers where they are and tailoring interactions to their preferences results in higher satisfaction rates. For instance, timely responses through live chat or personalized offers based on past behavior show customers that their needs are prioritized, creating a positive brand image.
Increased sales
Engaged customers are more likely to make repeat purchases and explore additional products or services. For example, upselling opportunities can be identified through automated insights, while personalized recommendations encourage larger transactions.
Improved workflow
Automation of routine tasks like sending follow-ups or collecting feedback ensures operational efficiency. Your customer support team can focus on creative and strategic initiatives, improving what they do best – supporting your customers.
String brand loyalty
Consistent engagement builds trust and strengthens emotional connections with customers. Customer engagement solutions enable you to maintain meaningful interactions and ultimately see higher customer retention rates and long-term loyalty.
Top customer engagement management software options in 2025
With many customer engagement tools available on the market, it can easily become overwhelming to explore their features and user-friendliness. To help you make an educated decision, we've reviewed the top five software you can use to bring customer engagement to a whole other level.
Bettermode
Bettermode redefines customer engagement with its flexible and easy-to-use platform. Its drag-and-drop block system — similar to Webflow and WordPress — allows you to create and customize pages in just a few clicks.
Bettermode helps you build a vibrant online community around your brand, enhancing customer engagement and loyalty through features like gamification, discussions, and polls. It’s user-friendly, scalable, and offers seamless integrations with popular CRMs.
Key features
- Drag-and-drop customization – Create and customize pages effortlessly using blocks, making your customer community space unique for your brand and use case.
- Built-in CMS – Don't waste extra dollars on external tools like Airtable. Keep all content within the platform, for easy management and increased privacy.
- Versatile templates – Leverage ready-made templates to kickstart your community. Integrate landing pages, product updates, discussion forums, and more.
- Community engagement tools: Spice things up and make your community more engaged than ever. Boost customer engagement with features like gamification, discussion feeds, and idea boards to foster interaction and loyalty.
Best for small and mid-sized businesses looking to create and manage a community around their brand values. Bettermode offers a scalable, and user-friendly customer engagement solution for business owners that truly believe customer interaction is a two-way street.
Pricing
Bettermode offers a free plan, allowing you to explore the platform and its features risk-free.
Other than that, Bettermode also offers:
- Pro with unlimited members for $49 a month.
User reviews
Users rate Bettermode as a high 4.6/5 stars on G2. It is most helpful to the customer success and customer support teams.
Zendesk Suite
Zendesk’s multichannel support and AI-powered tools streamline customer service and engagement. Zendesk Suite is also often used as a knowledge base and Q&A platform, helping customers find their own answers to the relevant questions.
The multichannel and AI support are what makes Zendesk appropriate for larger businesses with complex customer interaction needs.
Key features
- Ticketing system – Streamline customer inquiries with an intuitive ticketing system. Organize, prioritize, and resolve issues efficiently, ensuring no customer concern goes unnoticed.
- AI-powered tools – Automate repetitive support tasks and provide instant responses with intelligent AI, improving resolution time and customer satisfaction.
- Multichannel support – Manage customer interactions seamlessly across email, chat, phone, and social media, keeping your support team connected to customers everywhere.
Best for medium to large businesses needing robust customer service capabilities. Zendesk Suite helps you ensure that either your agent or a chatbot is on a mission to respond promptly.
Pricing
Depending on the sophistication of the solution you need, Zendesk offers four different pricing plans:
- Support Team – Ticketing and several channels included for $25/mo;
- Suite Team – AI agents and knowledge base come at a price of $69/mo;
- Suite Professional – Surveys, satisfaction ratings, and comprehensive analytics for $149/mo;
- Suite Enterprise – Complex workflows, sandbox, and better AI can be offered at a custom price.
User reviews
Zendesk Support Suite is rated as 4.3/5 on G2. Overall, business owners appreciate the variety of communication channels it supports to keep their customers happy.
Intercom
Intercom specializes in live chat and in-app messaging, leveraging AI to help you meet all your customers in real-time. They advertise their well-trained intelligence with the ambition to mimic real human interaction and boost customer engagement with prompt support.
Key features
- In-app messaging – Keep customers engaged with real-time messaging directly within your app. The AI bots meet your customers and guide them with personalized support where they need it most.
- Live chat – Provide instant assistance with live chat tools that allow the chatbot to connect with customers in real time, improving satisfaction and loyalty. Moreover, the AI bot analyses customer behavior and creates insights to help your strategic decisions.
- Automation tools – Save time with chatbots and automated workflows that handle FAQs and repetitive tasks, so your team can focus on high-value strategies for improving customer journey and optimizing customer experience.
Best for tech startups and businesses focusing on real-time customer interactions, trusting the power of AI. Not ideal for large customer support teams as their pricing plans are defined per seat.
Pricing
Intercom offers a free trial and the ability for you to see the live demo before making a purchase. They also allow you to hire Fin – an AI agent who is paid per resolved customer conversation from $0.99 per resolution. You can hire Fin within any pricing plan, but its resolutions are paid as an add-on.
Other pricing plans they offer are:
- Essential – You'll be able to use ticketing and messenger for $39/per seat/mo;
- Advanced – Enjoy multiple inboxes and better workflows for $99/per seat/mo;
- Expert – Mulitbrand solution with SSO, HIPAA, and SLAs for $139/per seat/mo.
User reviews
With a high number of reviews, Intercom managed to stay as high as 4.5/5 on G2. It is used mostly by mid-market companies for its Fin the AI chatbot feature.
HubSpot CRM
HubSpot is one of the most popular CRMs and for a good reason. It offers a plethora of possibilities designed to match the needs of large corporate teams -including email marketing, social media management, and exthensive customer analytics.
It is a CRM (customer relationship management) software intended for inbound marketing and sales teams, and a centralized solution for managing and fostering customer relationships.
Key features
- Contact management – Centralize customer information for a complete view of every interaction, helping your team deliver better, more personalized support.
- Email marketing tools – Build and track professional email campaigns to nurture leads and engage your audience.
- Social media management – Stay consistent across platforms with tools to schedule, post, and interact with your audience — all from one dashboard.
Best for sales reps and teams looking for an all-in-one solution to keep marketing, sales, service, and content under the same umbrella.
Pricing
HubSpot offers a limited set of tools for your teams for free, for up to two users. Other plans are priced as follows:
- Starter Customer Platform – priced at 20€/mo/seat, with live chat option for better customer service and support.
- Professional Customer Platform – priced at 1,270€/mo, with a help desk, customer portal, knowledge base, and feedback surveys.
- Enterprise Customer Platform – priced at 4,200€/mo, with interactive voice response and a custom API.
User reviews
G2 reviewers rate HubSpot at 4.4/5 stars. They appreciate the opportunity to connect their marketing, sales, and service hub in one place, as well as the AI-powered features HubSpot offers to support and sales teams.
Salesforce Marketing Cloud
Salesforce is another CRM with extensive capabilities that are designed to cover the needs of designing a customer journey and automating emails and reminders.
It is powered with AI capabilities and various integration options for larger enterprises in need of personalized customer experiences and data-driven engagement strategies.
Key features
- AI-driven insights – Tap into advanced analytics to predict customer behaviors and fine-tune your marketing strategies for better results.
- Personalization tools – Deliver relevant customer experiences with tools designed to tailor messaging to individual preferences.
- Extensive integrations – Connect seamlessly with other tools in your tech stack to create a unified, efficient workflow.
Best for larger enterprises looking to design an entire customer journey based on customer data and behavior analysis.
Pricing
Salesforce does not provide transparent pricing plans but rather offers a custom solution pricing based on the needs of your business. However, based on the G2 user reviews, Salesforce clients estimate it as a 35% more expensive solution than the average marketing platform product for small to medium-sized businesses.
User reviews
Users rank Salesforce with 4/5 stars on G2 reviews. They appreciate it for its email automation and personalization capabilities but claim that it's a bit expensive and there is a steep learning curve for new users.
How to choose the right customer engagement software for your business
Selecting the best customer engagement software for your business can be a pickle, especially since some platforms require a long-term contract that makes it hard for you to migrate your database at a later point.
When selecting the right software, consider the following factors:
- Business goals – Identify the key outcomes you’re aiming for (e.g., higher retention, better brand positioning, community for loyalty programs and advocacy).
- Scalability – Choose a platform that grows with your business. Some platforms are budget-friendly for a small number of users, but as you grow, you need a solution that covers you at every stage.
- Budget – Ensure the tool fits your financial constraints (e.g. Salesforce is cool, but it might be more than you need, and more than you can afford).
- Ease of use – Opt for a user-friendly interface to minimize the learning curve. Ease of use is important for your teams as well as customers on the other side of the communication channel.
Best practices for maximizing customer engagement software ROI
To achieve the best customer engagement results follow the golden rule:
- invest in your people,
- trust the numbers, and
- befriend your software.
With higher engagement, loyalty, and retention will follow. And then so will your ROI.
Regular staff training
Your team needs to be well-versed in using the software to unlock its full potential. Conduct periodic training sessions to familiarize them with new features and updates.
Equip your staff with hands-on tutorials, user guides, and real-time support, ensuring they can confidently use the software to engage customers effectively.
Leverage analytics
Analytics are a goldmine of insights that can refine your engagement strategies. Use the software's reporting tools to monitor customer behavior, identify trends, and measure campaign success.
For example, if analytics show higher engagement from gamification strategies, tailor future campaigns to align with this insight, driving better results.
Keep the software updated
Customer needs and market trends are constantly evolving, and so should your tools. Regularly update your customer engagement software to incorporate the latest features and maintain compatibility with other systems.
An updated platform not only enhances efficiency but also ensures you’re keeping pace with your customer's expectations.
Common Challenges and How to Overcome Them
What are some of the most common problems and how to resolve them? – you ask.
These are the challenges you are most likely to come across when adopting a new customer engagement platform:
- Resistance to change – Involve employees early in the decision-making process and provide adequate training to make the adoption process as smooth as possible.
- Data silos – Integrate all tools and platforms to create a centralized database, and ensure your data isn't all over the place.
- Overcomplication – Choose a user-friendly platform with straightforward workflows for your teams and the customers/community members.
Conclusion
Customer engagement management software is a game-changer for businesses looking to build lasting relationships with their audience.
Unlike other customer engagement software on the market, Bettermode is not just a communication center. It is a community-builder, designed to help you create deep, meaningful, and long-lasting relationships with your customers.
On top of that – it is user-friendly, budget-friendly, and intuitive to manage.
Ready to transform your customer interactions? Get started today – it’s free!
FAQs
What is customer engagement software?
Customer engagement software helps businesses interact with customers across various channels, enabling personalized, meaningful, and timely communication to improve satisfaction and loyalty.
What is the difference between CRM and CEP?
CRM (Customer Relationship Management) focuses on managing customer data and relationships, while CEP (Customer Engagement Platform) emphasizes real-time, multichannel interactions to enhance customer experiences.
What is a CEP platform?
A Customer Engagement Platform (CEP) is a tool that centralizes communication across multiple channels, automates interactions and uses data-driven insights to create personalized customer experiences.
What is customer engagement technology?
Customer engagement technology refers to tools and platforms that businesses use to connect with customers, deliver personalized experiences, and foster long-term relationships through automation, analytics, and multichannel communication.
From a marketer's point of view, customer engagement is a way of inspiring more sales and increasing revenue. Engaging customers, however, is much more than that.Customer interactions are crucial to building a powerful brand – a brand where both sides feel valued and significant. By creating an optimal customer journey, you're making the job easy for marketing teams to bring new audiences your way.
