Os 10 melhores softwares de acompanhamento de clientes em 2026

Análise dos melhores softwares de acompanhamento de clientes

1. 

   1

   Freshdesk

   Best customer service platform with journey tracking

   • Free trial available
   • From $19/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Freshdesk (a product of Freshworks Inc.) is a customer service platform that helps teams manage customer interactions across multiple communication channels within a single help desk. It supports email, web, social, and messaging channels such as WhatsApp, allowing teams to track conversations regardless of where customers reach out.

   By consolidating interactions into one system, Freshdesk provides a unified view of customer history, which can help teams maintain context across ongoing and repeat inquiries. The platform includes reporting and analytics tools that allow teams to review metrics such as response activity, service level performance, and customer feedback to assess support operations over time. Freddy AI is available within the platform to assist with tasks like ticket categorization and workflow support as part of these processes.

   Freshdesk integrates with a wide range of third party tools, including Slack, Shopify, Salesforce, Microsoft Teams, Mailchimp, and other business applications. It also connects with other Freshworks products such as Freshsales and Freshteam, allowing teams to align customer support with sales and HR workflows where needed.

   Freshdesk offers a free plan for up to two agents for six months. Paid plans start at $19 per user per month when billed annually, with higher tier plans available for teams that require omnichannel support and additional automation features. Select plans include a 14 day free trial.

   Learn more about Freshdesk:

   • Check out Freshdesk on their website
   • Read my in-depth review of Freshdesk
2. 

   2

   Salesforce CRM

   Best for comprehensive tracking and data analysis

   • 30-day free trial
   • From $25/user/month

   Visit Website

   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Salesforce CRM is a cloud-based software that helps businesses manage their relationships with customers. It keeps track of everything from customer contact information to sales data and customer service interactions. It's a great tool for businesses of all sizes, but especially for those with a large customer base or those looking to scale up.

   There are a few features that really make Salesforce CRM stand out. First off, it's got an intuitive dashboard that gives you a quick overview of your sales data. It's also got a robust reporting feature that lets you generate detailed reports on your sales and customer interactions. And it has a contact management feature that lets you keep track of all your customer information in one place.

   Key features include the ability to automate routine tasks, such as sending follow-up emails or creating personalized notifications depending on customer behavior or preferences. This helps eliminate manual labor in executing campaigns while allowing users to drive engagement. Salesforce CRM also has unmatched client relationship building systems, which makes it great for funneling marketing efforts right into your sales team's contact list for personalized attention.

   Integrations include Facebook, Twitter, LinkedIn, Instagram, Mailchimp, Constant Contact, Google Workspace, Slack, Quickbooks, Docusign, JIRA, HelloSign, Code Science, Active Campaign, and Dropbox. You can also access numerous additional integrations through the Salesforce AppExchange.

   Learn more about Salesforce CRM:

   • Check out Salesforce CRM on their website
3. 

   3

   Help Scout

   Best for viewing customer history

   • Free plan available
   • From $25/user/month

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Help Scout is a customer tracking platform that helps support teams manage customer interactions with shared inboxes, automated workflows, analytics, and multi channel communication tools.

   The platform provides a centralized view of each customer’s history, pulling together emails, chat conversations, requests, and activity from connected systems to give teams a clear understanding of customer behavior. This consolidated record is especially useful for businesses that want real time visibility into inquiries and service trends so they can respond quickly and make informed decisions. Features like open tracking and tagging help teams monitor message engagement and categorize recurring issues, while detailed reporting surfaces insights into response times, customer volume, and satisfaction.

   Additionally, Help Scout offers tools such as automated routing, AI assisted replies, and post resolution messaging to improve consistency and productivity across support teams. Its Beacon widget and knowledge base features can proactively guide users to helpful resources, reducing ticket volume while enabling more personalized interactions when customers do reach out. These capabilities, paired with analytics that highlight performance gaps and emerging patterns, make the platform a strong fit for teams aiming to improve service efficiency.

   Integrations include Salesforce, Shopify, Slack, Stripe, HubSpot, Jira, Mailchimp, ActiveCampaign, Asana, Google Sheets, WooCommerce, and Zapier.

   Learn more about Help Scout:

   • Check out Help Scout on their website
   • Read my in-depth review of Help Scout
4. 

   4

   eDesk

   Best for centralized ecommerce customer interactions

   • Free trial available
   • From $39/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   eDesk is designed for ecommerce businesses seeking to enhance customer engagement and support operations. With its AI-driven features, eDesk offers a unified platform for managing customer interactions, automating routine support tasks, and gathering valuable insights through real-time reporting. This makes it an appealing choice for online retailers looking to improve sales and customer satisfaction by managing customer communications and feedback.

   Why I Picked eDesk

   I picked eDesk for its ability to centralize customer interactions through its unified inbox, which aggregates messages from various sales channels. This feature, combined with its AI-driven automation, allows you to handle a significant portion of customer inquiries without manual intervention, ensuring timely and accurate responses. Additionally, eDesk's real-time reporting tools offer actionable insights into customer interactions, enabling you to optimize your support strategy and enhance customer satisfaction.

   eDesk Key Features

   In addition to centralized ecommerce customer interactions, eDesk offers:

   • AI Chatbot: Provides 24/7 support for customer inquiries, ensuring continuous engagement and assistance.
   • Sentiment Analysis: Analyzes customer messages to gauge sentiment, helping you prioritize and tailor responses.
   • Smart Review Requests: Facilitates selective feedback collection to improve product and service offerings.
   • Order and Customer Data Access: Displays order history and customer details in support tickets, providing context for personalized service.

   eDesk Integrations

   Integrations include Amazon, eBay, Shopify, WooCommerce, Walmart, WhatsApp, Facebook, Instagram, BigCommerce, and Magento.

   Pros and Cons

   Pros:

   • AI automations reduce repetitive support tasks
   • 24/7 chatbot support can handle basic questions
   • Integrates rich order data for enhanced customer service

   Cons:

   • Reporting and analytics, while present, can be less customizable than more enterprise dashboards
   • Primarily built for ecommerce, less flexible for other industries
   Learn more about eDesk:

   • Check out eDesk on their website
   • Read my in-depth review of eDesk
5. 

   5

   Velaris

   Best for tracking customer portfolio health

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Velaris is a customer success platform that empowers customer success managers with AI-driven analytics, success plans, collaboration tools, and automations.

   The platform provides a 360-degree view of customer data, integrating information from various sources to offer a holistic understanding of customer interactions and behaviors. This feature is particularly beneficial for businesses looking to gain real-time insights and make data-driven decisions. The ability to configure dynamic health scores tailored to each customer lifecycle stage further allows companies to monitor and improve customer satisfaction proactively.

   Additionally, Velaris offers task management, playbooks, and success plans, which help standardize processes and improve team productivity. The integration of AI capabilities, such as sentiment analysis and automated task creation based on customer communication, further enhances the platform's effectiveness.

   Integrations include Slack, Microsoft Teams, Intercom, MailChimp, Outlook, Google Drive, HubSpot, Jira, and Salesforce.

   Learn more about Velaris:

   • Check out Velaris on their website
6. 

   6

   Bigin by Zoho CRM

   Best customer tracking for small business

   • Free plan available
   • From $7/user/month (billed annually)

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Bigin by Zoho CRM is a customer relationship management (CRM) software designed specifically for small businesses. It's a simplified version of Zoho's full-fledged CRM solution, and focuses on the essential features that smaller companies need to track customers through their sales pipeline. It has an intuitive and friendly interface, making it easy to get up and running regardless of how tech savvy your team is.

   The software provides a centralized database for all your customer information, and you can add and update records easily through the system. You can also customize the fields and layout of your customer information database to suit your business needs.

   When a lead enters your database, you can track their progress through your sales funnel using the visual pipeline builder. This pipeline gives you an overview of what stage each customer is at in their buyer's journey, and allows you to take action to move them forward. It's a simple drag-and-drop system, and you can set up automated workflows to move leads through the pipeline automatically.

   The software also has a multi-channel communication tools for email, phone, social media, and web forms. This is a great time-saver, as you don't need to switch between different applications to manage your customer communications. You can also draw up custom reports and analytics in the system to help you track your sales performance and identify areas for improvement.

   Paid plans start from $7/user/month, and a 14-day free trial is available.

   Learn more about Bigin by Zoho CRM:

   • Check out Bigin by Zoho CRM on their website
7. 

   7

   Tenfold

   Best customer tracking with business process automation

   • Pricing Upon Request

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Tenfold is customer relationship software that helps teams provide better customer experiences. As well as its service features, the tool has lead management functionality suitable for sales teams.

   The tool works by being a single place that stores all your customer interactions including online, call, and chat channels. Business owners and teams can see communication history, agent notes, messages, and past purchases.

   A key feature is the ability to create business process automation that reduces the amount of manual work your team has to do. For example, the tool will automatically log call data in the CRM when a conversation finishes. Tenfold integrates with plenty of other enterprise CRMs and ERPs like Salesforce and Microsoft Dynamics.

   It also connects with telephony platforms like Cisco and Genesys. Tenfold offers three service levels, but doesn’t advertise how much each one costs.

   You can contact the team via the website for more information.

   Learn more about Tenfold:

   • Check out Tenfold on their website
8. 

   8

   EngageBay

   Best customer tracking with powerful sales features

   • Free plan + free demo available
   • From $11.04/user/month (billed annually)

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   EngageBay is a combined CRM, marketing automation, and help desk solution. These features come together to simplify how you track users as they move through your sales funnel.

   The help desk has a ton of features for customer service teams. For starters, you can track emails and web chats in a single place. You can bring together customer contact, as well as other interactions like purchases or forms. Once contact comes in, you can see open and closed tickets and view the status of each one as they are solved by your team. Meanwhile, robust reporting features help you track key data such as when a ticket passes your target service level.

   EngageBay also offers features for marketing and sales teams. Marketing can access email marketing tools to create automated workflows. While salespeople get a sales pipeline that helps them watch leads as they move through the funnel. All relevant data is stored in the CRM.

   The tool integrates with other business software such as Shopify, Xero, and Stripe. A cool integration is that you can connect with LinkedIn to manage professional contacts from within the platform.

   EngageBay has flexible pricing that depends on what you need.

   The all-in-one plan that includes marketing and sales is $14.99 per user per month, while buying each one separately costs $12.99 per month.

   You can also access the Service Bay help desk for free.

   Learn more about EngageBay:

   • Check out EngageBay on their website
   • Read my in-depth review of EngageBay
9. 

   9

   Fullstory

   Best for session replays to visualize behavior

   • Free plan available
   • Pricing upon request

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Fullstory is a digital behavioral data platform that helps you understand how your customers interact with your website or app. Its patented technology tracks every interaction, offering a complete view of their journey. By injecting digital behavioral data into your analytics stack, Fullstory provides actionable insights for every click, helping drive more customer-centric decisions around digital experiences.

   The platform's session replay lets you watch real-time or recorded customer sessions, giving you an exact look at what a customer did on your site—where they clicked, scrolled, or encountered issues. This kind of data lets your team dive deep into user behaviors and quickly find the root cause of any drop-offs or frustrations. It's also useful for detecting malicious behaviors and identifying high-value customers

   Another useful feature is heatmaps, which visualize where users spend the most time or take the most actions on a page. These visual insights help you understand customer intent and spot areas that could use improvement, like CTAs that aren’t getting clicks. Fullstory also offers funnels, which help you track specific paths customers take to complete a goal, making it easier to see where customers get stuck or abandon the process. 

   Additional features include journey mapping, event tracking, conversion analysis, rage clicks detection, and data export. Integrations include Google Analytics, Segment, Optimizely, Slack, and Jira.

   Learn more about Fullstory:

   • Check out Fullstory on their website
10. 

    10

    ProProfs Help Desk

    Best customer tracking for small teams

    • Free plan + free demo available
    • From $39.99/month

    Visit Website

    Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    ProProfs Help Desk is a tool that helps you manage emails within a shared inbox. It allows you to accept emails to multiple company addresses, such as those for your sales, billing, or tech support teams and view them in a single space.

    This is useful for small teams with people who take on multiple roles. The tool can then automatically assign tickets to the relevant agent. You can also view live chat requests in the same inbox. Once you receive a ticket, the software helps managers track it, so that no tickets get overlooked.

    You can also prioritize certain tickets, such as those relating to critical issues. The tool has some powerful reporting features that help teams track customers. For example, customers can rate their experience and the software will track these ratings so you can see how customer satisfaction changes over time.

    You can also track metrics like the number of tickets and how quickly you handle requests.

    ProProfs pricing starts at $15 per user per month.

    You can try any plan for free for 15 days.

    Learn more about ProProfs Help Desk:

    • Check out ProProfs Help Desk on their website
    • Read my in-depth review of ProProfs Help Desk