7 Best Customer Engagement Platforms in 2025

Running a startup? Scaling a SaaS business? The tools you use to connect with your audience matter more than ever.

In fact, Salesforce's "State of the Connected Customer" report reveals that 80% of customers now consider the experience a company provides to be as important as its products and services.

Since engaging even a couple dozen customers with a fully manual process is impractical, you'll need to have a customer engagement platform in place.

This article breaks down the 7 best customer engagement platforms in 2025. I'll look at what each one does well, where it stands out, and which type of business it’s best for.

What are customer engagement tools?

Customer engagement tools are apps tha help businesses build stronger relationships with their audience. They centralize communication across email, chat, social media, and SMS channels, so you can respond faster and stay consistent.

But they go beyond just messaging. Today's tools for customer engagement also have features for automation, personalization, analytics, and customer journey tracking.

Depending on the specific tool you use and which facet of customer engagement you're focused on, you can use these tools to:

• Deliver real-time support or assistance
• Monitor and analyze customer interactions across channels
• Automate customer-facing processes and responses to save time
• Create and track customer journey maps to improve the overall experience
• Send personalized messages and offers to specific segments of your audience

The goal, no matter what? To keep your customers engaged, satisfied, and coming back.

Why do businesses need software for customer engagement?

To put it bluntly, manual customer engagement doesn’t scale.

As your business grows, so too does the volume of customer conversations, support requests, and follow-ups. Without the tools to manage this, it’s easy to miss messages, send inconsistent responses, or completely fail at personalizing your communication.

Customer engagement software solves this. It automates repetitive tasks, unifies communication channels, and gives you a 360° view of every customer. That means faster response times, better experiences, and more loyalty.

More importantly, it helps you:

• Retain customers longer
• Turn one-time buyers into repeat customers
• Spot churn risks early
• Personalize messaging at scale

In other words, it keeps your business human, even as you grow.

Key features to look for in customer engagement tools

Maybe it goes without saying, but customer engagement platforms are not all built the same. The right tool does more than just send messages. It'll help you understand, engage, and retain your customers (at scale).

Here are the key features to look for:

Personalization and AI-driven insights

More than 7 in 10 of today's customers expect experiences tailored to their needs. In the age of AI, this is easier than ever.

Great platforms use AI to analyze behavior, segment users, and deliver personalized messages automatically, based on what each customer actually cares about.

Think: Product recommendations, custom email flows, and smart upsells without lifting a finger. Or, for your sales team, a smart-matching algorithm that shows reps the best-fit customers for reference calls and testimonials.

Omnichannel communication

Your customers don’t live in one inbox. That's why top tools let you engage across email, live chat, SMS, social media, and even WhatsApp, all from one dashboard.

This keeps conversations consistent, no matter where they start. It also means no missed messages and faster, more reliable support.

Real-time analytics and customer intelligence

Engagement without data is no better than guessing. The best platforms give you real-time insights into customer behavior, campaign performance, and touchpoints across the journey. You’ll know who’s engaging, who’s falling off, and what’s working, so you can make smarter decisions, faster.

Seamless integrations with CRMs and business software

Look for tools that sync with CRMs like HubSpot or Salesforce, as well as your sales, marketing, and support platforms. This eliminates data silos across your org and helps your team stay aligned with every customer interaction.

Automation for scalability and efficiency

Manual follow-ups and reminders only work for small teams (and even then, they barely do).

Automation lets you scale. From onboarding flows to re-engagement campaigns, the best customer engagement tools help you set up workflows once, then engage customers around the clock.

In the end, that means fewer dropped leads, better retention, and more time for your team to focus on strategy.

7 best customer engagement tools you'll find today

Without further ado, here are seven of the most powerful customer engagement tools that you can use to streamline customer interactions and get more out of your most valuable source of insights.

1. Deeto

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Deeto helps B2B companies turn happy customers into powerful advocates. You can use it to engage prospects better, deepen existing customer relationships, automate feedback collection, and drive smarter customer success decisions.

Instead of chasing testimonials, manually connecting prospects with references, or guessing which features are most important to customers, Deeto facilitates everything through smart, automated processes.

It's the all-in-one platform for customer-led growth, aligning Sales, Marketing, Product, and CS around the customer.

Why it stands out

• AI-generated content: Automatically turns customer feedback into polished case studies, testimonials, and reviews.
• Smart matching: Uses AI to connect prospects with the most relevant customer advocates based on industry, use case, or company size.
• Campaign automation: Sends feedback and advocacy requests to the right customers at the right time—without manual follow-up.
• CRM integrations: Syncs with tools like Salesforce and HubSpot to keep customer data and engagement history in one place.
• Real-time analytics: Tracks customer sentiment and engagement trends so your team can act before issues arise.
• Self-onboarding for advocates: Customers can choose how they want to contribute (calls, quotes, content) on their own terms.
• Privacy-first: Fully compliant with GDPR, CCPA, and SOC2 standards to keep your customer data secure.

2. HubSpot

HubSpot (which includes Marketing Hub, Sales Hub, Service Hub, and CMS Hub) is an all-in-one platform that facilitates the broad, standard functions of your customer engagement strategy, like email marketing and customer service ticketing.

In 2025, it’s more powerful than ever, thanks to AI-driven automation, real-time analytics, and seamless collaboration across sales, marketing, and support.​

Why it stands out

• Breeze AI (Customer, Knowledge Base, Content, and Prospecting agents)
• Dynamic, multi-stage customer journeys that adapt in real time
• AI-powered lead scoring based on engagement and fit
• Omnichannel CRM for email, chat, calls, and social media
• AI-driven performance tracking and insights for managers
• Custom dashboards embedded directly into workspaces
• Massive integration library

3. Intercom

Intercom is an AI-first customer engagement platform that helps SaaS companies deliver fast, personalized support through real-time conversations. It’s a great pick if your goal is to scale customer service specifically, without sacrificing quality.

Why it stands out

• Centralized email, chat, in-app, and social media messages. ​
• Personalized live chat and in-app messaging with Fin AI
• Automated ticket routing and follow-ups
• Guided product tours for new users
• Real-time customer behavior and support team performance analytics
• Customizable self-service help center to reduce support volume
• Integrates with Slack, HubSpot, Shopify, Zendesk, and more

4. Gainsight

Gainsight helps B2B SaaS teams prevent churn before it happens. It gives you the tools to monitor customer health, automate retention playbooks, and stay ahead of risks. That way, customer success becomes proactive instead of reactive.

Why it stands out

• Comprehensive view of customer data (Customer 360)
• Customizable playbooks to standardize CS processes
• Real-time health scores to determine churn risks and renewal likelihood
• Personalized journeys based on customer behavior and lifecycle stage
• Usage data and adoption trends analysis
• NPS, CSAT, and CES surveys

5. Zendesk

Zendesk is built for fast, efficient customer support at scale. It helps businesses stay on top of tickets, reduce response times, and give customers the answers they need through live agents or AI-powered self-service. It's best for support teams that need to manage high ticket volume with efficiency.

Why it stands out

• AI-powered ticket routing
• Smart chatbots for FAQs and common requests
• Email, chat, voice, and social in a single inbox
• Searchable self-service knowledge base
• Triggers and macros for follow-ups, escalations, and satisfaction surveys
• Real-time agent productivity, ticket resolution time, and CSAT score reporting

6. Braze

Braze is a customer engagement platform brands use to deliver personalized, real-time messaging across every digital touchpoint. It’s built for teams that want to engage users with timely push notifications, in-app messages, and cross-channel campaigns (without writing code or switching tools).

Why it stands out

• Behavior-triggered push messages for mobile users
• Contextual messages for user onboarding and feature promotion
• Multi-step customer journey oprchestration with Braze Canvas
• Campaign optimization with Braze AI™
• A/B/n testing across multiple engagement channels
• No-code, segment-specific feature rollouts (with A/B testing)

7. Sprout Social

Sprout Social facilitates customer engagement across social media platforms and gives companies comprehensive insights into brand sentiment. It centralizes customer communication across all your social profiles (e.g., Instagram, Facebook, X). And it provides tools for audience targeting, publishing and scheduling social media content, analytics, and team collaboration.

Why it stands out

• Social listening and brand keyword monitoring
• Categorization and tagging for inbound messages
• Shared customer records and conversation history
• Response rate and time reporting and benchmarking
• Support case creation from inbound social messages
• Custom inbox views to prioritize important cases

Deeto: The all-in-one, AI-powered customer engagement platform

Most of the tools we mentioned facilitate broader workflows, like customer engagement through social media or support channels. But they’re just parts of the broader customer engagement workflow. They leave a gap after the sale closes.

What happens then?

• How do you keep customers active?
• How do you collect feedback at scale—and actually use it?
• How do you turn satisfied users into advocates who drive referrals, case studies, and real conversations with prospects?

That’s where Deeto comes in. It helps you:

• Activate your customer base through personalized, AI-driven outreach.
• Turn feedback into action, so product teams hear what users are really saying.
• Automate advocacy, from referral programs to reference calls and testimonials.
• Match prospects with customers for peer-to-peer validation that builds trust fast.

It helps you maximize customer engagement by filling the missing link in your engagement stack. It turns your customers into your greatest growth engine. And it gives you a serious competitive advantage.

Request a demo today to see how Deeto can transform your customer engagement strategy.

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