Top 5 Customer Engagement Platforms Of 2025

Do you know that more than 67% of consumers today expect brands to automatically adjust content based on the current context for a personalized experience in real-time?

Customers expect businesses to engage with them by understanding their needs and showing them what’s most relevant. As long as it’s tailored to their needs, consumers remain proactive and engaged with the brand.

Well, marketers, let’s face it: our work is to garner eyeballs and grab attention. Every ad, meta description, campaign and tagline is aimed at catching the viewer’s attention. Marketing without an engagement strategy is like shooting darts in the dark!

Luckily for you, each year, we find the best solutions in the market—for everyone from startups to enterprises. In 2024, we had covered the top Customer Engagement Platforms and we’re back with a new one this year.

So, dive in and explore the top 5 Customer Engagement Platforms of 2025!
 

What Are Customer Engagement Platforms?

Customer Engagement Platforms enable businesses to interact with their users across multiple channels, such as social media, email and live chat. These solutions deliver personalized, data-driven interactions based on a thorough understanding of each customer’s preferences, goals and expected behavior. This helps in delivering personalized experiences to enhance the customer journey, making it an indispensable tool to have in 2025.
 

Top 5 Customer Engagement Platforms of 2025

Are you ready to boost your customer engagement? Well, you need the right tools to do that – so, here are the Top 5 Customer Engagement Platforms of 2025. Dive in already!
   

Tool 1: Zoho Desk

This platform was part of our 2024 list and yes, we are ardent fans of Zoho Desk – for good reason. A part of Zoho’s flagship software suite, Zoho Desk is cloud-based customer service software that helps teams manage customer interactions and requests. It helps users automate mundane tasks, get updates in real-time, deliver quick resolutions and more. In 2024, Zoho Desk was recognized as the "Customers' Choice" in Gartner Peer Insights' Remote Desktop Software category.
 

Why We Chose This Tool

A very reliable name in the enterprise market, Zoho Desk is economical for all business sizes and it integrates well within the Zoho inventory. Known as one of the best omnichannel engagement platforms, it can automatically assign tickets based on the workflow set, track customer sentiment and metrics, create and leverage a unified knowledge base, automate responses, and much more.


Zoho Desk also offers contextual support, an intuitive interface and Zoho Desk's AI, Zia, for instantly fetching relevant content from your knowledge base. Zia identifies sentiment for every ticket raised, auto tags incoming requests and which agents to access tickets with similar tags to provide accurate support.
 

What Users Like And Dislike

Users loved Zoho Desk’s notification features, integrated AI features and search functionality. The ticket management is top-notch too and users feel the mobile application is quite responsive for an on-the-go experience. Yet, some say they experienced limitations in the lower-end plans. Overall, Zoho Desk is an excellent Customer Engagement Platform with robust features, AI-powered capabilities and data-driven insights.
 

Tool 2: Kangaroo Rewards

With a unique take on customer loyalty and rewards, Kangaroo is a platform that has mastered the mix of gamification and customer engagement. A new entry on our list, we couldn’t help but notice Kangaroo’s rising popularity with a focus on developing customer loyalty throughout the customer lifecycle. Kangaroo was also named among the top Customer Loyalty Management Software in 2024 by CX Today.
 

Why We Chose This Tool

Kangaroo offers interactive campaigns, contests, sweepstakes and giveaways that brands can easily leverage and set up innovative marketing campaigns. Their marketing automation features help small businesses to market efficiently without the need to add-on more manual resources in terms of time and money.


With its powerful referral tools and exciting rewards, Kangaroo helps you differentiate your business from competitors. Moreover, Kangaroo drives repeat business by getting your customers hooked on juicy rewards. Talk about keeping customers engaged and coming back for more!
 

What Users Like And Dislike

Users liked the platform’s ability to maintain strong connections with customers through consistent communication, loyalty rewards and integrations with Lightspeed and Shopify. However, users have disliked its email template builder as it is quite limited compared to peers. Overall, Kangaroo is a top choice to bounce up your customer engagement metrics!
 

Tool 3: Freshdesk

Not a rookie in the market, Freshdesk too is a reputed cloud-based SaaS company that is a part of Freshworks. While known for providing CRM (Customer Relationship Management), ITSM (IT Service Management) and other solutions, Freshdesk has a ticketing system that gives teams access to customer information in a unified place, making customer interactions smoother. In 2024, they were awarded ‘Best-Software Honors’ by G2 and named ‘Best Place to Work’ by Great Place To Work.
 

Why We Chose This Tool

Freshdesk’s recent AI integrations made this tool stand out among its competition. Apart from this, it includes customizable workflows, unified platforms for larger teams and a smooth ticketing experience.


The platform allows instant support across multiple channels, including messaging, email, phone calls, social networks and more — all on one platform. It even automates assignments and ensures optimal workload distribution among the team, helping deliver an exceptional customer experience each time. What’s more, the self-service helpdesk means customers spend less time and effort on getting issues resolved!
 

What Users Like And Dislike

Users lauded Freshdesk’s customer service, competitive pricing, ease of initial setup and its AI-powered features for smooth workflow automation. Some users found the administrative features limited. Despite this limitation, Freshdesk helps manage, prioritize and resolve tickets quickly to make customer interactions across platforms engaging and memorable.
 

Tool 4:  Sprout Social

One of the best customer engagement tools for social media out there is Sprout Social, a new entry on our list. With social media becoming an integral part of every brand’s outreach, this tool allows brands to communicate with customers across social channels while providing quantifiable results. Sprout Social was named #1 in G2's Best Software Product awards in 2024!
 

Why We Chose This Tool

This platform seamlessly integrates with social media platforms like X, Facebook, LinkedIn, Instagram and Google+, along with sentiment detection, surveying the social landscape for your customer’s sentiments. It also closely monitors your mentions by customers, along with the corresponding sentiment, to empower your teams to respond appropriately.


Along with case assignment and message tagging, the platform reduces redundancy in customer care through message tagging and prioritization. For instance, its AI-powered workflows save time by providing instant access to actionable data insights, allowing your team to focus on more strategic customer relationship-building.
 

What Users Like And Dislike

Users found Sprout Social’s social media analytics to be simple, the UI easy to navigate and intuitive, especially for segregation of paid and organic performance. Some users found the scope of analytics reporting slightly limited though. Overall, Sprout Social is a top tool to engage and delight your customers with preference-based interactions.
 

Tool 5: Hootsuite

Making a strong re-entry from our 2024 list, Hootsuite is a legendary customer engagement platform that handles every aspect on social media interactions. From curating content to scheduling, publishing, even managing customer preferences and engaging with audiences, it does it all - on one platform. Hootsuite was also recognized as a leading solution in G2’s Winter 2025 Report, earning over 200 Leader Badges!
 

Why We Chose This Tool

It seamlessly integrates all social media platforms under one roof to unify customer interactions. This makes it the perfect amalgamation for social listening, tracking brand mentions and online conversations, allowing better understanding of customer reviews. Its audience engagement features include sentiment monitoring, auto-responders and engagement tracking.


The platform also allows you to view your paid versus organic activities, provides customizable performance reports, leverages AI for caption and hashtag generation along with chatbot integrations.
 

What Users Like and Dislike

Users loved the platform for its brand and account tracking features, content optimization across channels and how its unified platform streamlines everything from content publishing to analytics and customer engagement. Yet, some users have found it to be pricey for smaller organizations. Overall, Hootsuite can be a perfect solution for managing brand presence and customer engagement across social media and other online channels.
 

Conclusion

Before you run off to engage your customers using these five amazing platforms, here are a couple of things to keep in mind. Before making any investments, assess your team size, needs and business goals. Customer Engagement Platforms’ needs vary from team to team and finding the right one depends on your budget, business goals and your the tool’s functionalities.

Here’s a comparison table to make the decision easier.

P.S. For the latest information, please refer to the vendor’s website!
 

Starting Price	Free	$59/month	Free	$199/month	$99/month
Avg. User Rating	4.4	4.4	4.3	4.5	4.2
Best For	SMBs	SMBs	Suitable for all sizes	Enterprises	Enterprises
Trial Period/Demo	15 Days	30 Days	14 Days	30 Days	30 Days
Top Customers	Godrej, Mercedez Benz and Fossi;	Burger King, Nike and Interim, Inc.	Thomas Cook, TATA and HP	Honda, Campbells and Evernote	Armanio, uShip and Ikea