Our Top Picks

amoCRM pulls contact information and other details from each incoming message and sends it to a single inbox, eliminating the need for employees to copy the data or enter it into a separate customer relationship management system.

amoCRM also has a flexible chatbot, called “Salesbot,” which uses natural language processing to respond to common questions with premade templates. Salesbot helps employees save time by anticipating each customer's needs.

amoCRM also works with any messaging app, including Facebook Messenger, WeChat, and Skype.

Pros & Cons

Pros

  • Chatbot uses natural language processing (NLP)
  • Highly customizable
  • Many integrations

Cons

  • User-based pricing can make amoCRM more expensive than leading competitors

What Customers Are Saying

Customers of amoCRM appreciate its ease of use, noting they find the onboarding process easy with no prior coding experience required. They also find amoCRM to be a very flexible platform with several customization options and multiple automated features. Other noted features include the robust integrations and many SaaS and social network services.

Summary

  • Starting Price
    • Base Plan: $15/month/user
    • Advanced Plan: $25/month/user
    • Enterprise Plan: $45/month/user
  • Free Trial/Demo
    Free Trial
    Free Demo
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Birdeye engages customers immediately when they visit a company's website, increasing customer satisfaction and preventing lost sales due to communication delays. “Robin,” the built-in chatbot, saves time by automating routine interactions, leaving staff members free to solve complex challenges.

Birdeye also gathers all chat data into a unified inbox, ensuring staff members always have the information they need at their fingertips. With Birdeye, business owners never have to worry about missing messages, reviews, or other opportunities to interact.

Pros & Cons

Pros

  • Robust automation features
  • Ticketing tools
  • Templated messages

Cons

  • Limited integrations

What Customers Are Saying

Reputation management, SMS/mobile marketing, member reviews, and the ability to capture real-time customer feedback are features that customers of Birdeye particularly enjoy. Users also appreciate Birdeye's organization tools, review-gathering automation, tagging system, intuitive interface, and excellent customer support team.

Summary

  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
EGain Messaging Hub Logo
eGain Messaging Hub
eGain Messaging Hub aims to help businesses manage their ever-growing inboxes. The software uses bring-your-own-bot technology, which allows firms to integrate their own bots with Messaging Hub and making it easier to customize every step of the buyer journey.

With eGain Messaging Hub, users can easily connect with customers via Facebook Messenger, Apple Business Chat, and other chat tools, increasing engagement and improving customer satisfaction. eGain Messaging Hub also has AI-powered message routing to increase efficiency.

Pros & Cons

Pros

  • Social network integrations
  • AI-powered messaging
  • Personalized chatbot integration

Cons

  • Navigation can be confusing and difficult

What Customers Are Saying

Customers enjoy eGain Messaging Hub's ease of use and flexibility. Other appreciated features include its high-quality customer support team and social network integrations. Users say eGain's AI-powered messaging and its customizable chatbot integration significantly increase efficiency. However, while eGain offers a robust roster of features, it can at times be confusing to navigate through them all, customers report.

Summary

EGain Messaging Hub Logo
eGain Messaging Hub
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
EngageBay Logo
EngageBay
EngageBay helps business owners streamline their marketing, sales, and support activities. The software has built-in customer relationship management (CRM) capabilities, enabling users to store unlimited contacts and track customer interactions in a unified location. EngageBay also has help desk features to help companies deliver exceptional support.

With EngageBay, users can automate their marketing activities and offer instant assistance to customers, increasing efficiency and making it easier to deliver personalized experiences to customers at every stage of the buyer journey.

Pros & Cons

Pros

  • Free plan includes 500 contacts and 1,000 branded emails
  • Built-in CRM
  • Automated features

Cons

  • Reports could be more detailed

What Customers Are Saying

Customers find EngageBay a very feature-rich customer engagement app with excellent customer interaction tracking, easy onboarding, customizable options, and automation features. However, they say EngageBay's reporting tools don't provide the details available in competing software. Overall, customers enjoy EngageBay for its ease of use, great customer support team, and streamlined automation and workflow features.

Summary

EngageBay Logo
EngageBay
  • Starting Price
    • Free Version Available
    • Basic: $8.99/month/user
    • Growth: $29.99/month/user
    • Pro: $47.99/month/user
  • Free Trial/Demo
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    Business Hours
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Front aims to help businesses have more meaningful conversations with customers. Automated workflows rely on custom rules to route messages and ensure employees respond quickly. Message templates enable users to retain common messages, saving time and increasing productivity.

With Front, it's easy to assign each message to a specific employee, eliminating the need to wonder who's responsible for responding to a customer. Front also has a snooze feature to set aside messages without forgetting about them completely.

Pros & Cons

Pros

  • Snooze button tracks emails at any stage in the pipeline
  • Message templates
  • Mobile-friendly

Cons

  • Email archive can be hard to navigate
  • Requires slight learning curve

What Customers Are Saying

Message templates, automated workflows, collaboration tools, and tagging features are some of the many reasons customers enjoy Front. While some customers note the program requires a slight learning curve, most agree it has robust and comprehensive features across all pricing tiers. Many customers also express their satisfaction with Front's customizable snooze button.

Summary

  • Starting Price
    • Starter: $9/month/user
    • Plus: $24/month/user
    • Prime: $49/month/user
    • Enterprise: $79/month/user
  • Free Trial/Demo
    7-Day Free Trial
    Free Demo
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
HubSpot Service Hub Logo
HubSpot Service Hub
HubSpot Service Hub helps businesses scale their support activities, enhance collaboration, and offer proactive customer service. Help desk automation reduces the time employees spend on data entry without compromising service quality, while a built-in knowledge base reduces support requests by helping customers find the information they need.

With HubSpot Service Hub, it's possible to provide real-time support and route messages to the right people within seconds, helping service teams build better relationships with customers.

Pros & Cons

Pros

  • CRM integration makes contact management simple
  • Email templates
  • Simple onboarding workflows

Cons

  • Integration options not as seamless as competitor software

What Customers Are Saying

Most customers agree that if you're already using HubSpot as a CRM, this customer engagement software is a great addition. Users cite HubSpot Service Hub's collaboration tools, help desk automation, simple contact management, email templates and snippets, and easy onboarding workflows as key features they enjoy. However, they say if you don't already use HubSpot, integration options could be an issue.

Summary

HubSpot Service Hub Logo
HubSpot Service Hub
  • Starting Price
    • Starter: $45/month
    • Professional: $800/month
    • Enterprise: $3200/month
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    No
Intercom Logo
Intercom
Intercom's Start package includes outbound messaging and basic chat features, enabling businesses to provide better support to their customers. Grow expands on the Start package with self-service options and targeted email added to basic chat and messaging.

The Accelerate and Scale packages are ideal for larger businesses dedicated to improving the customer experience. Both options come with bots, automated workflows, and advanced reporting, Scale also has additional security features to give users extra peace of mind.

Pros & Cons

Pros

  • Very intuitive dashboard for tracking all customer interactions
  • Multiple integrations
  • Automated workflows

Cons

  • Reporting tools are not as strong as other features

What Customers Are Saying

Most Intercom customers first note that this software is simple, seamless, and intuitive, particularly the dashboard, which is very effective at tracking all customer communications. Other features customers enjoy include automated workflows, a robust chatbot feature, and multiple integrations with a diverse range of SaaS systems and social networks. While Intercom does offer reporting tools, though, some users note that reports are not its strong suit.

Summary

Intercom Logo
Intercom
  • Starting Price
    • Start: from $39/month
    • Grow: from $99/month
    • Accelerate: from $499/month
    • Scale: $999/month
    • Product Tours: from $199/month
    • Advanced Lead Generation:
    • from $499/month
    • Advanced Customer Engagement:
    • from $499/month
    • Contact for more pricing options
  • Free Trial/Demo
    Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
LiveAgent Logo
LiveAgent
LiveAgent helps service representatives make instant connections with customers. The live chat software has several automation tools, reducing the amount of time spent on routine activities that don't generate any revenue.

With LiveAgent, it's possible to route messages based on employee expertise and shift availability, ensuring knowledgeable employees provide quick answers to customer questions. LiveAgent also enables users to customize their chat windows, making it easy to add welcome messages or allow customers to leave off-line messages.

Pros & Cons

Pros

  • Spam filter
  • Social media integrations
  • Customizable and automated features

Cons

  • Onboarding is somewhat difficult
  • UI can be clunky

What Customers Are Saying

Customers love that LiveAgent is fairly priced, and they praise its easy-to-use ticketing system. Other favorite features include customizable chat windows, a helpful spam filter, integrations with multiple social media channels, and several automation tools. However, some customers note that the onboarding process can be somewhat tedious, though they also note the LiveAgent customer support team is reliable and readily available.

Summary

LiveAgent Logo
LiveAgent
  • Starting Price
    • Free Version Available
    • Ticket: $15/month/agent
    • Ticket+Chat: $29/month/agent
    • All-inclusive: $39/month/agent
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
LiveChat Logo
LiveChat
LiveChat helps companies increase customer engagement by making it easier to send announcements, answer questions, and introduce new products and services. With LiveChat, users can set up interactive greetings designed to make sales, help customers navigate a website or schedule meetings.

The software features Quick Replies, a tool designed to increase efficiency by allowing agents to click premade answers instead of having to type custom responses to every question. LiveChat also has an eye-catching widget to drive engagement.

Pros & Cons

Pros

  • Unique sneak-peek feature gives users the ability to view messages before they are sent
  • Omni-channel support
  • Easy to use

Cons

  • Certain automation features could be more customizable

What Customers Are Saying

Customers enjoy LiveChat's many unique features, such as its Quick Replies feature, which includes built-in customizable answers, and its eye-catching widget designed to further customer engagement. Most users appreciate the sneak-peek feature, which allows user agents to view what a customer is typing before the message is sent. Other appreciated features include omni-channel support in multiple languages, LiveChat's simple interface, its filter options, and real-time customer support.

Summary

LiveChat Logo
LiveChat
  • Starting Price
    • Starter: $16/month/agent
    • Team: $33/month/agent
    • Business: $50/month/agent
    • Enterprise: Custom Quote
  • Free Trial/Demo
    Free Trial
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    No
LivePerson Logo
LivePerson
LivePerson offers Conversational Cloud, an AI-powered tool for increasing customer engagement. The software has built-in tools to help agents determine what customers want in real-time, saving time and improving the quality of the service provided to each customer.

Developer tools and APIs make it easy to customize Conversational Cloud according to a company's specific needs, and users can access a variety of detailed reports to help them better understand customers' needs. LivePerson even helps companies build their own automation.

Pros & Cons

Pros

  • AI-powered tools
  • Reporting
  • Powerful APIs

Cons

  • Onboarding can be difficult

What Customers Are Saying

Most customers of LivePerson agree that this software is very suitable for a small team, noting the way its AI-powered tools, such as the Conversational Cloud, its powerful APIs, and its easy chat feature integration help streamline operations and maximize productivity. They also appreciate LiveAgent's simple interface and powerful reporting tools, though some users note LivePerson can be difficult to implement.

Summary

LivePerson Logo
LivePerson
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    45-Day Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Lob Direct Mail Logo
Lob Direct Mail
Lob Direct Mail helps businesses increase customer engagement via direct-mail campaigns. To save time, users can set up programmatic triggers for mailing postcards, checks, and business correspondence, eliminating the need for manual processing.

The software complies with all relevant data protection regulations, including HIPAA and GDPR. It gives users access to a global print delivery network and speeds up compliance auditing with detailed reports on mail status and delivery history. Lob Direct Mail also enables users to schedule precise delivery times.

Pros & Cons

Pros

  • Intuitive dashboard
  • Simple API integration
  • Easy to use

Cons

  • Detailed customization only available with top tier plans
  • Format limitations

What Customers Are Saying

Customers enjoy that Lob Direct Mail brings automation to post mail communications. They appreciate the software's simple API integration, intuitive dashboard, and ease of use. Some customers mention having difficulty during the onboarding process but note they can rely on Lob's customer support team for help. Users also warn that detailed customization options are only available with top-tier plans, so some format limitations should be expected.

Summary

Lob Direct Mail Logo
Lob Direct Mail
  • Starting Price
    • Developer: $0
    • Startup: $25/month (Billed Annually)
    • Growth: $480/month
    • Enterprise: Custom Quote
  • Free Trial/Demo
    Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Pipedrive Logo
Pipedrive
Pipedrive is designed to help sales professionals keep their pipelines organized. With this software, users can easily create multiple pipelines with custom stages, making it easier to track every step of the sales process.

Pipedrive focuses on sales activities rather than completed sales, ensuring sales and service professionals stay on top of meetings, emails, and other activities involved in closing high-value deals. The software also makes it possible to automate routine tasks to save time.

Pros & Cons

Pros

  • Reporting tools
  • Built-in CRM
  • Automated features

Cons

  • No built-in notifications

What Customers Are Saying

Customers of Pipedrive appreciate this software's ease of use while it operates as an all-in-one program offering analytics, CRM, and more. Pipedrive is highly customizable, and its automated features help save time on mundane tasks. Other notable features include robust reporting tools, an intuitive dashboard, and an easy onboarding process.

Summary

Pipedrive Logo
Pipedrive
  • Starting Price
    • Essential: $9.90/month/user
    • Advanced: $19.90/month/user
    • Professional: $39.90/month/user
    • Enterprise: $79/month/user
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Salesforce Logo
Salesforce
Salesforce includes several customer engagement tools to help firms preserve high-value relationships. With Salesforce, users can go beyond one-time interactions and create their own custom communities, giving customers more opportunities to interact with employees and understand what a brand is all about.

Firms can award custom badges to thank people for their contributions, set up internal scoring systems, and even highlight top community contributors, making customers feel more positive about a brand and its products or services.

Pros & Cons

Pros

  • Omni-channel ticketing
  • Third-party integrations
  • Robust reporting tools

Cons

  • Steep learning curve

What Customers Are Saying

Salesforce customers appreciate the software's robust features, noting that while navigating the software can at times be complex, the app is also highly customizable. Customers appreciate the ability to track progress through multiple timelines and across networks. Other noted features include Salesforce's many integrations, comprehensive reporting tools, knowledge base, and collaboration tools.

Summary

Salesforce Logo
Salesforce
  • Starting Price
    • Essentials: $25/month/user
    • Professional: $75/month/user
    • Enterprise: $150/month/user
    • Unlimited: $300/month/user
  • Free Trial/Demo
    Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
SendX makes it easy to create new email campaigns, upload subscriber lists, and make custom forms for list building. Advanced reporting capabilities make it possible to measure open rates and click rates within a few seconds, giving marketers better insight into customer behavior.

SendX also has a rules-based interface to automate common email marketing activities, ensuring users receive messages at exactly the right time. For example, the software works well with email drip sequences.

Pros & Cons

Pros

  • Excellent customer support team
  • Built-in message templates
  • Intuitive interface

Cons

  • Reporting tools could be more detailed
  • Not as flexible as competitor software

What Customers Are Saying

Customers are most impressed by SendX's very fast and friendly customer support team. Other noted features include its custom forms, drag-and-drop functionality, intuitive interface, and multiple built-in templates for messaging. While customers say SendX is very cost-effective and provides a great user experience, they note that the software is not as flexible as they'd like it to be.

Summary

  • Starting Price
    • $7.49/month
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Strikedeck Logo
Strikedeck
Strikedeck gives users access to a 360-degree dashboard, providing valuable insight into how customers are using a website, product, or service. With the dashboard, users can easily see where each customer is in the buyer journey, spot potential pitfalls, and determine the next steps.

Strikedeck also has built-in tools for workflow automation, collaboration, and task management, ensuring all support agents understand what they need to do and how it should be done.

Pros & Cons

Pros

  • Powerful integrations
  • Workflow automation
  • Customizable graph reports

Cons

  • Onboarding can feel tedious

What Customers Are Saying

Customers appreciate Strikedeck's robust workflow automation features, multiple integrations, and robust reporting tools, particularly the software's customizable graphs for assisting in tracking and monitoring customers. However, they say that while Strikedeck is highly configurable, it can also be complicated to implement. Despite a somewhat tedious onboarding process, users report that once you get the hang of it, it's simple to build custom workflows.

Summary

Strikedeck Logo
Strikedeck
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    30-Day Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
SurveySparrow Logo
SurveySparrow
SurveySparrow works with multiple channels, making it easy to integrate into a firm's existing workflow. Chat surveys, 360-degree assessments, and other survey tools make it possible to find out how customers feel about a brand, product, or service, while APIs and visual workflows save time by automating routine tasks.

SurveySparrow also has advanced security features and the ability to work with more than 50 languages, making it ideal for large firms seeking to scale their operations.

Pros & Cons

Pros

  • Intuitive interface
  • Easy to use
  • Multiple integrations

Cons

  • Not as feature-rich as competitor software

What Customers Are Saying

SurveySparrow customers love how user-friendly the software is, noting that they particularly enjoy the conversational approach to surveys. Customers also appreciate the UI and UX, in addition to its multiple integrations, excellent customer support, intuitive interface, and two-week free trial.

Summary

SurveySparrow Logo
SurveySparrow
  • Starting Price
    • Enterprise: $449/month/user
    • NPS: $249/month/user
    • Business: $149.month/user
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Userlike Logo
Userlike
With Userlike, firms can easily set up website chats, ensuring customers receive quick responses to their questions. The chatbot API saves time by responding to routine queries, leaving agents free to solve complex problems.

Instead of routing every customer to the same queue, Userlike's operator groups feature allows customers to choose a department. Users can also forward chats to their colleagues in a matter of seconds, making it easier to handle difficult cases.

Pros & Cons

Pros

  • User-friendly
  • Integrations
  • Automated responses

Cons

  • Can be a bit pricey for SMBs

What Customers Are Saying

Customers appreciate Userlike for its ease of use and user-friendly dashboard. Other noted features include Userlike's several setting options for chats, its helpful tutorials, and the ability to save automated responses and easily reassign tickets. Some customers note that Userlike is a bit pricier than other available customer engagement software.

Summary

Userlike Logo
Userlike
  • Starting Price
    • Free Version Available
    • Team: 90€/month
    • Corporate: 290€/month
    • Business: 720€/month
  • Free Trial/Demo
    14-Day Free Trial
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    No
  • Document Management
    No
WebEngage Logo
WebEngage
WebEngage helps companies build better relationships with their clients by improving communication. With visual workflows, it's easy for users to create campaigns that adapt to user behavior, increasing customer satisfaction and maximizing revenue.

With WebEngage, marketers can segment users based on their online behavior or their demographic characteristics, ensuring every campaign is highly targeted. WebEngage also makes it possible to reach customers wherever they are with SMS messages, emails, push notifications, and in-app messaging.

Pros & Cons

Pros

  • Robust insights into customer activity
  • Multichannel integrations
  • User-friendly

Cons

  • Expensive given the features offered

What Customers Are Saying

Customers enjoy WebEngage's minimalist, straightforward UI. Its powerful event-based analytics, unique compatibility with Google Tag Manager, intuitive dashboards, and multichannel integrations are other favorite features. Additionally, many note that the software's ability to provide live stats and robust insights into customer activity is a major plus.

Summary

WebEngage Logo
WebEngage
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Demo
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    No
Zendesk Connect helps manage customer communications across multiple channels, enhancing customer engagement. The software gathers information about each customer, giving agents the information they need to customize their communications with each person.

Real-time messaging makes it possible for support reps to anticipate problems and send messages before customers become frustrated, which may prevent shoppers from abandoning their carts or turn a negative experience into a positive one. Companies can also use Zendesk Connect to test the effectiveness of new messages.

Pros & Cons

Pros

  • Excellent customer support
  • Multichannel ticketing
  • Highly customizable

Cons

  • Lower tier pricing plans come with limited features

What Customers Are Saying

Zendesk's easy navigation, intuitive interface, excellent ticket superiority, and ability to manage a high volume of customer tickets make it popular. Many customers also cite the software's helpful customer support team, multiple integrations, customizable communication options, and multichannel ticketing as key features of the platform. Some customers, though, consider Zendesk pricey compared to other software since its more advanced features are only available with the professional suite.

Summary

  • Starting Price
    • Professional: $19/month/agent
    • Enterprise: $59/month/agent
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes
Zoho CRM Logo
Zoho CRM
Zoho CRM makes it possible to give presentations or conduct sales meetings within the platform, reducing travel expenses and making it easier to work with customers in different time zones.

Blended dashboards give support agents and their managers the information they need to plan sales strategies and make adjustments as needed, saving time and maximizing each firm's revenue. Zoho CRM even has built-in collaboration tools to help agents answer each other's questions and send updates on recent sales activity.

Pros & Cons

Pros

  • Built-in templates
  • Collaboration tools
  • Robust analytics

Cons

  • No free trial

What Customers Are Saying

Great value for money, robust integrations, built-in templates, and collaboration tools are all factors that make Zoho CRM popular. Customers also appreciate the many customizable options, multiple support channels available, and automated workflow tools, noting that these features help streamline customer engagement tasks and tracking. Many customers believe Zoho CRM is an excellent customer service software for start-ups and small businesses.

Summary

Zoho CRM Logo
Zoho CRM
  • Starting Price
    • Standard: $12/month/user
    • Professional: $20/month/user
    • Enterprise: $35/month/user
    • Ultimate: $45/month/user
  • Free Trial/Demo
    Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Analytics/Reporting
    Yes
  • Billing Management
    Yes
  • Document Management
    Yes

How We Chose the Best Customer Engagement Platforms

Many companies offer customer engagement software to help businesses do a better job of interacting with their customers. With so many options on the market, it can be tough to identify the best fit. We evaluated each software package based on its automation abilities, the amount of support offered, and the variety of reports it can produce.

Automation

Software is no substitute for one-on-one interaction with customers, but it can automate some of the most common tasks, giving company representatives more time to build relationships with the people who buy their products and services. We looked for customer engagement software with advanced automation capabilities.

Support

The best software companies have help available when you need it most. We looked for customer engagement software backed by 24/7 support.

Reports

To make good decisions, business owners need to know how many customers they serve each day, how those customers prefer to communicate, and how much time employees spend interacting with customers versus performing other tasks. Good customer engagement software makes it easy to calculate these metrics and generate detailed reports. We looked for software packages with in-depth reporting capabilities to support business owners in every industry.