I 10 migliori software per il coinvolgimento dei clienti del 2026

Freshdesk is designed to help businesses improve how they interact with and support their customers through a centralized engagement platform. It is well suited for teams that want to manage conversations across multiple channels while offering self-service support options for customers. With tools for ticket management, automation, and customer communication, Freshdesk helps organizations handle inquiries more efficiently and maintain consistent customer support.

Why I Picked Freshdesk

I picked Freshdesk for its self-service support capabilities, which help customers find answers through knowledge bases, portals, and community forums. It also includes AI Copilot to assist support teams with resolving issues and handling routine tasks. In addition, its centralized workspace brings customer conversations from different channels into one place.

Freshdesk Key Features

In addition to self-service support, Freshdesk offers:

• Ticketing System: Streamlines customer inquiries by organizing them into manageable tickets, ensuring no query goes unresolved.
• Knowledge Base: Empowers customers to find solutions themselves through a searchable repository of FAQs and guides.
• Community Forums: Allows customers to engage with each other and share solutions, fostering a sense of community and collaboration.
• Customer Feedback: Collects and analyzes feedback to continuously improve service quality and customer satisfaction.

Freshdesk Integrations

Integrations include Slack, MS Teams, Shopify, Google Calendar, Freshsales Suite, Google Analytics, Atlassian Jira, Mailchimp, HubSpot CRM, and Zoho CRM. Freshdesk also offers a low-code interface that allows users to create custom integrations when needed.

Front is a customer communications management platform that centralizes your email, live chat, and SMS conversations in a single inbox. It allows your team to manage customer conversations more efficiently and provide more personalized, contextual customer support and services. The software's automation capabilities and its built-in collaborative tools facilitate improved teamwork and streamlined processes.

You can alleviate your team's manual workload with the software's automations. For example, incoming requests can be automatically categorized and routed to the appropriate support agent, saving your team time and providing a quicker, more personalized experience to customers seeking assistance. You can also collect feedback from customers through the platform, providing your team with important insights about customer satisfaction, needs, questions, and more.

Secret direct messaging within customer communication threads allows team members to collaborate towards better resolutions without jumping back and forth from a separate messaging tool. Additionally, being able to set up an internal knowledge base makes it easy for team members to access crucial information for resolving customer issues swiftly.

The software has over 100 native integrations with other apps, including WhatsApp, Dialpad, Twilio, Intercom, Facebook, Instagram, Slack, Twitter, Asana, HubSpot, Jira, and Salesforce, among others. An API is also available to build custom integrations with.

Pricing for Front starts at $19 per user, per month when billed annually, and a 7 day free trial is available.

Tidio is customer engagement software that combines live chat, chatbots, and multichannel messaging to help businesses respond instantly to customers across platforms like WhatsApp, Instagram, and email. Its AI chatbot, Lyro, uses natural language processing to automate replies, while live agents can step in for complex inquiries — keeping every interaction fast, helpful, and on brand.

I picked Tidio because it gives you a practical way to automate real-time conversations without losing the human touch. Its Lyro AI agent can handle common questions 24/7, while the live chat feature ensures customers still get personal support when needed. I also like that you can design automation flows without code, so your team can quickly build responsive chat experiences that fit your business goals.

Tidio’s automation flows help you route messages, follow up on abandoned carts, and send targeted responses based on user behavior. The built-in ticketing system organizes all customer requests in one place, while detailed analytics reveal engagement trends and performance insights. You can also customize your chat widgets to match your website’s branding and manage conversations from a mobile app.

Integrations include Shopify, WordPress, Squarespace, WIX, Adobe Commerce, BigCommerce, PrestaShop, and WooCommerce, among others.

UserGuiding is a customer onboarding and engagement platform that helps you familiarize new users with your product. You can build no-code walkthroughs that get new users up and running quickly, and show existing users how to navigate key product features and functions.

The software also facilitates customer feedback collection via micro-surveys. There are tons of pre-built survey templates to choose from, or you can build your own. The survey builder is also code-free, and the analytics dashboard provides you with real-time insights from survey responses.

UserGuiding integrates with other tools including Mixpanel, Segment, Intercom, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

Paid plans start from $89 per month with annual billing, and a 14-day free trial is available.

SurveySparrow is a customer engagement software that's designed to help businesses gather feedback and engage with their customers. It's all about making the process of collecting and analyzing customer feedback a whole lot easier. It's got a pretty neat interface that's easy to navigate, and it's packed with features that make it a solid choice for businesses of all sizes.

I included SurveySparrow because it can do more than just send out surveys and collect responses. Instead, it can help you engage with your customers more meaningfully so you can understand their needs and make informed decisions based on their feedback. By doing so, you'll be able to build stronger relationships with your customers and increase your brand loyalty.

One of the standout features of SurveySparrow is its conversational interface. Instead of presenting users with a long list of questions, it breaks down surveys into a chat-like conversation. This makes the survey-taking experience a lot more engaging and less tedious. Plus, it's got a variety of question types to choose from, so you can tailor your surveys to fit your needs.

Another feature that I really like is their recurring surveys. This allows you to send out surveys at regular intervals, which is great for tracking customer satisfaction over time. It's also got a robust reporting feature that lets you analyze your survey data in-depth. You can even segment your data based on different criteria, which is super useful for identifying trends and patterns.

Integrations are available with MailChimp, HubSpot, Intercom, Salesforce, Zapier, Google Sheets, Google Analytics, Facebook Pixel, and many other systems.

They offer a Basic free plan with limited features to get you started, as well as a 14-day free trial. After that, their paid plans start at $19/month.

Front brings together email, chat, SMS, and social media into a single collaborative workspace for customer-facing teams. If you manage high volumes of customer conversations and need to coordinate across multiple channels, Front helps your team stay organized and responsive. Its focus on shared inboxes and workflow automation makes it a strong choice for support, success, and operations teams looking to deliver consistent, high-quality customer experiences.

Who Is Front Best For?

Front is a good fit for customer support, success, and operations teams in midsize to large businesses that need to manage high volumes of multichannel customer conversations collaboratively.

Why I Picked Front

When you need your team to have instant access to customer data from multiple systems, Front delivers real-time context right inside every conversation. I picked Front because it pulls in details from CRMs, order management tools, and other external platforms, displaying them alongside each message thread. This means agents can see purchase history, account status, or open tickets without switching tabs or searching for information. Having this context at their fingertips helps teams respond faster and with more accuracy during every customer interaction.

Front Key Features

Some other features in Front that support customer engagement teams include:

• Shared inboxes: Manage email, SMS, chat, and social media messages in a single collaborative workspace for your team.
• Internal comments: Add private notes and tag teammates directly within customer conversations to coordinate responses.
• Analytics and reporting: Track team performance, response times, and conversation trends with built-in dashboards and exportable reports.
• Customizable SLA rules: Set service level agreements and automate reminders or escalations to help your team meet response targets.

Front Integrations

Integrations include Salesforce, HubSpot, Asana, Jira, Aircall, Slack, Shopify, Intercom, Microsoft Teams, and Google Sheets.

Braze is a customer engagement platform that relies on automation and interactive content to help you create memorable customer experiences. Braze’s simple drag-and-drop interface enables you to produce omnichannel customer journeys with ease. 

The platform collects data from all your customer-facing channels and organizes it to help you understand customer behavior. This enables you to segment your audience and engage customers with the right message for each step of their purchasing journey. 

Braze also allows you to test different campaigns and messages, so you can run short A/B tests to discover the winning messaging strategy. 

Braze integrates with dozens of solutions, including Shopify, Segment, Heap, Foursquare, Facebook, and Amplitude. 

Braze offers custom pricing upon request. 

Nextiva is a comprehensive customer experience management platform designed to enhance business communications and customer interactions. It integrates voice, video, messaging, and collaboration tools into a single, unified solution, and helps companies manage and optimize customer interactions across various channels.

I like that Nextiva offers customer sentiment analysis as a way to help improve engagement. This feature uses advanced AI algorithms to analyze customer interactions in real-time, providing businesses with insights into customer emotions and behaviors. By understanding customer sentiment, businesses can tailor their communication strategies to address customer needs more effectively, enhancing engagement and fostering stronger relationships.

Nextiva also offers intelligent virtual assistants, which can handle routine customer inquiries and tasks, freeing up human agents to focus on more complex issues. These virtual assistants ensure that customers receive prompt and accurate responses, improving overall service efficiency. Another notable feature is Nextiva’s advanced analytics and reporting tools. These tools provide detailed insights into customer interactions and agent performance, helping businesses identify trends in engagement and make data-driven decisions.

Integrations include Salesforce, HubSpot, Microsoft Teams, Zoho CRM, Zendesk, G Suite, Microsoft Outlook, Slack, ServiceNow, QuickBooks, SugarCRM, NetSuite, and Oracle Sales Cloud. 

Infobip is an omnichannel communication solution that helps businesses improve customer engagement and retention. The software offers a range of communication tools that help you build better relationships. 

This solution uses customer information to build detailed profiles that include behavior data, previous interactions, and shopping and payment history. The tool uses this data to offer insights. This can help your team identify sales opportunities and act on them. 

Infobip’s dashboard gives every customer success manager the data they need to offer clients the right solutions without switching tabs or navigating through multiple communication solutions. 

Once they start a conversation, your sales or support specialists can see a history of the client’s interactions with your brand, and they can also set up automated notifications and reminders to let other team members know what to do. 

Infobip integrates with a variety of apps, including ZohoCRM, VTEX, BIgCommerce, Hubspot, and Jira. 

Infobip offers custom pricing upon request.

Pendo is a product experience platform that can help your development team keep users engaged and responsive. The software makes it easy to communicate with your users via in-app messages, product guides, and walkthroughs. 

Pendo’s analytics tool helps you uncover which features your customers love and which they ignore. You can use surveys and polls as customer communication tools to collect feedback and improve your product. 

You customer support specialists can access Pendo’s database to perform market research and identify behavior trends. 

Pendo integrates with dozens of tools, including Jira, Hubspot, Calendly, Drift, Figma, Planhat, and Optimizely. 

Pendo offers custom pricing upon request. The tool is free to use for up to 1,000 monthly active users. You can also access a demo.