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Top Rated Customer Engagement Software with Collaboration Tools in 2026

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Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: April 2026

Collaboration tools improve communication, streamline project management, and facilitate feedback collection. They help teams work more effectively, increase productivity, and ensure responsive customer support through various channels. Our reviewers in customer engagement software rated this feature as highly important.

3 Best Customer Engagement Software with Collaboration Tools

  • Freshdesk - Highest rated for collaboration tools
  • Hootsuite
  • Slack

See other top Customer Engagement products with collaboration tools

How we picked the 3 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the customer engagement software category. They also needed to have sufficient reviews about collaboration tools, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for collaboration tools based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 3 best products

Freshdesk logo
4.5
(3.4K)
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User insights about the collaboration tools feature

Reviewers indicate that Freshdesk's collaboration tools facilitate efficient teamwork and communication. They appreciate the ability to mention other users, add private notes, and attach various file types to tickets. Users report that Freshdesk helps avoid duplicate work by showing when other agents are working on a ticket and making it easy to move tickets between teams. They find integrations with apps like Trello and certain call management services helpful. However, some reviewers mention that they rely more on other internal methods like Microsoft Teams for collaboration.
“We are able to collaborate international Support Agents (Europe/Asia/USA) and grant limited access to other key members of our team who need to check specific items but are not Support Agents. We can leave notes to each other and also receive email notices when action is required or an update is needed. ”
GS

Gina S.

Customer Success Manager

“You can see when other agents are working on a ticket to avoid two people working on the same thing. Further to that, moving tickets between teams is easy, and through comments, teams can communicate with each other openly on the ticket.”
Verified reviewer profile picture

Marcel W.

Head of Customer Service

Customer Engagement key features coverage

Freshdesk offers 6 out of the 6 key features for Customer Engagement software identified by reviewers:

Content Management4.5
Engagement Tracking5.0
Customer Database4.4
Activity Tracking4.4
Alerts/Notifications4.5
Reporting/Analytics4.3

Pros and cons based on 3,407 verified reviews

59% of users rated Freshdesk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,407 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Cons:

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details

Pricing

Starting price:$19 per user/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Hootsuite logo
4.4
(3.7K)
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User insights about the collaboration tools feature

Reviewers find Hootsuite's collaboration tools useful for managing content and working with team members. They appreciate the ability to set custom permission levels, assign tasks, and share approved content. Users report that Hootsuite's integration with social media apps like Facebook and Instagram is seamless, aiding in content management. They say the tools are especially beneficial for larger teams, although some users, particularly freelancers, do not utilize these features as much. Reviewers note that the collaboration tools are easy to use and up to the mark.
“When working as a team hootsuite enables you to set custom permission levels for each team member, you are also able to assign tasks to each other and share approved content. ”
Verified reviewer profile picture

Lin M.

Social Media Community Manager

“Collaboration tools on hootsuite make it effortless to collaborate with peers. ”
Verified reviewer profile picture

Tyler V.

Marketing Lead

Customer Engagement key features coverage

Hootsuite offers 6 out of the 6 key features for Customer Engagement software identified by reviewers:

Content Management4.5
Engagement Tracking4.4
Customer Database4.7
Activity Tracking3.6
Alerts/Notifications3.9
Reporting/Analytics4.3

Pros and cons based on 3,794 verified reviews

52% of users rated Hootsuite 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,794 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient multi-platform management

Significant time savings

Visual post scheduling

Streamlined content management

Ideal for small businesses

Cons:

Image posting limitations

High costs and limited free version

Cluttered and outdated interface

Frequent account disconnections

Limited and costly reporting

See pros and cons details

Pricing

Starting price:$399 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Slack logo
4.7
(24K)
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User insights about the collaboration tools feature

Reviewers appreciate Slack's collaboration tools for their effectiveness in team communication and project management. They highlight the ease of creating channels, sharing files, and organizing discussions by topics, which keeps conversations focused and accessible. Users report that Slack's integration with third-party apps like Google Drive, Asana, Confluence, and Jira enhances productivity. They find features like screen sharing, pen tools, and Slack Connect valuable for remote work and cross-company collaboration. They say Slack's ability to notify users of updates from integrated tools streamlines workflow and keeps everyone informed.
“Slack uses channels to organize discussions by topics, teams, or projects. It keeps conversations focused and easily accessible, preventing clutter in the main feed. It keeps everything related to a project or conversation in one place, reducing the need to switch between multiple tools. For teams spread across different time zones, on Slack you can leave messages for later or using threads, facilitate collaboration without the need for immediate responses.”
NM

NOMPILO M.

Graduate Software Dev Intern

“The Collaboration tools are great in assisting small to large groups within slack. We are able to message each other through various options to get the assistance we need! We can create different groups and rooms within slack to collaborate on certain topics and to assist teams!”
CR

Carmel R.

Owner

Customer Engagement key features coverage

Slack offers 4 out of the 6 key features for Customer Engagement software identified by reviewers:

Content Management4.6
Engagement Tracking
Customer Database
Activity Tracking4.5
Alerts/Notifications4.6
Reporting/Analytics4.6

Pros and cons based on 24,035 verified reviews

72% of users rated Slack 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 24,035 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Effective remote communication

Efficient colleague communication

Enhanced team collaboration

Streamlined project management

Extensive integration options

Cons:

High resource consumption

Inconsistent notifications

Confusing thread management

Slack's pricing drawbacks

Messaging limitations

See pros and cons details

Pricing

Starting price:$8.75 per user/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Other Top Rated Customer Engagement Software with Collaboration Tools in 2026

Slack logo

A single place for team communication and workflows

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Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

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Zoho CRM logo

Customer relationship management solution

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Connect in real time with customers and prospects, across all channels. From email to phone, live chat, and even social media, stay in touch anytime, anywhere with an Omnichannel CRM like Zoho.

Read more about Zoho CRM

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Freshdesk logo

Online helpdesk system and customer service software

learn more
Freshdesk is a cloud-based customer service software that helps businesses of all sizes engage with customers across email, phone, chat, and social media effortlessly.

Read more about Freshdesk

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Pipedrive logo

Cloud-based CRM solution for salespeople

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Pipedrive is a sales management tool that gets sales teams organized. It helps you focus on the activities that drive deals to close.

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Zendesk Suite logo

AI powered customer service across all channels

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Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

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Hootsuite logo

Social media management & scheduling for SMBs and enterprise

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Hootsuite helps brands manage social media better, from the smallest businesses to the largest enterprises across CPG, finance, healthcare, tech, higher-ed, and government services.

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LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

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LiveAgent is an omnichannel customer satisfaction solution. It helps businesses manage key customer interactions and customer support tickets from a single platform. LiveAgent is a leader in delivering exceptional customer experiences.

Start with a 1 month free trial, no credit card required.

Read more about LiveAgent

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LiveChat logo

AI-based live chat for customer support and sales teams

learn more
Engage customers on your website and guide them through the sales process or provide them with an amazing customer service! Try LiveChat for 30 days for free!

Read more about LiveChat

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Zoho Desk logo

Customer service software for businesses of all sizes

learn more
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations.

Read more about Zoho Desk

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Text Request logo
Category Leaders

Ignite customer engagement

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Text Request is crafted to cut through the noise, so you can connect with customers anytime, anywhere.

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Typeform logo

Interactive form builder for data collection

learn more
Understand how customers feel with surveys, real-time insights, and AI that surfaces trends and next steps.

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Intercom logo

AI-powered customer service with helpdesk

learn more
Intercom is redefining how businesses support their customers using powerful messaging and automation

Read more about Intercom

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Birdeye logo

AI-based webchat assistant for business conversations

learn more
Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

Read more about Birdeye

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TeamSupport logo

Cloud-based customer support solution for B2B SaaS

learn more
TeamSupport is an all-in-one, AI-driven platform for B2B SaaS that unites support ticketing, messaging, and live chat with insights and workflows for onboarding, churn prevention & upsell motions. Get a 365° view of customer health and start making data-driven decisions that build loyal customers.

Read more about TeamSupport

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Salesforce Service Cloud logo

AI powered customer service management platform

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Use Salesforce Service Cloud's customer self-service, online communities, live chat and social customer support features to improve online customer engagement.

Read more about Salesforce Service Cloud

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Hotjar logo

Digital experience insights for any business selling online

learn more
Hotjar provides website heatmaps and behavior analytics tools that reveal how visitors interact with websites. The platform combines visual feedback through heatmaps and session recordings with direct user input via surveys and feedback collection, allowing businesses to identify conversion blockers and optimize user experience. Hotjar integrates with popular tools like Google Analytics and Zapier to deliver comprehensive insights about website performance.

Read more about Hotjar

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monday CRM logo

Customer relationship management solution

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Built on top of monday.com Work OS, monday CRM is a no-code, customizable solution that empowers managers and sales teams to take control of the entire sales cycle, from lead capturing and sales pipeline management to post-sales management such as client projects and client onboarding, all on one centralized platform. monday CRM is an ideal solution for small to medium-sized businesses, it is also a perfect match for small business owners, sales managers and teams.

Read more about monday CRM

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Weave logo

Customer communication and appointment scheduling solution

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Weave is the all-in-one customer communications and engagement platform for small and midsize business. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire customer journey.

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Sprout Social logo

Social Media Management Software for Business

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Sprout Social is a social media management tool created to help businesses find new customers & grow their social media presence.

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Marketo Engage logo

AI-powered marketing automation platform

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Adobe Marketo Engage is an AI-driven marketing automation platform designed to help teams scale personalized buyer engagement and manage omnichannel campaigns. The platform offers features including audience segmentation, lead scoring, dynamic content personalization, and native CRM integrations. It supports campaign execution across email, web, mobile, chat, events, and digital advertising channels while providing multi-touch attribution and analytics to measure marketing impact on revenue.

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Spotler CRM logo

The Powerful CRM for Growing Teams

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Spotler CRM is designed for growing teams, making it easy to set up and simple to use. All your data is in one place helping you effectively manage your contacts and share information, enabling great team collaboration, improved customer relationships and increased sales.

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Apollo.io logo

Find ideal prospects and convert them into customers.

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End-to-end outbound sales platform. Find prospects, communicate at scale, win deals. Easily, from one place.

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Pipefy logo

Cloud-based and AI-powered process orchestration platform

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Pipefy is a business process orchestration and automation platform that enables teams to digitize workflows using AI agents and no-code tools. The platform features customizable workflow builders, pre-built AI agents for various departments, and integration capabilities with enterprise messaging systems like WhatsApp, Teams, and Slack. It includes process management tools, custom forms and portals, analytics dashboards, and enterprise-grade security with regulatory compliance features.

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Formaloo logo

Your Business Data OS

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Stop collecting data through boring forms. Start building apps & live presentations that actually engage your audience.

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Lucky Orange logo
Category Leaders

All-in-one conversion optimization suite for website owners

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Lucky Orange is an all-in-one conversion optimization suite that helps website owners identify drop-offs in the conversion process using dynamic heatmaps, visitor recordings, form analytics, live chat, and polls

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Key features for Customer Engagement software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Content Management: Users value the ease of creating, managing, and editing diverse content types, from articles to videos, enhancing customer engagement and sales. 95% of reviewers rated this feature as important or highly important.
  • Engagement Tracking: Reviewers appreciate the detailed insights into campaign performance, user interactions, and customer preferences, aiding in data-driven decisions and strategy refinement. 92% of reviewers rated this feature as important or highly important.
  • Customer Database: Users highlight the importance of a centralized, organized repository for customer information, facilitating personalized interactions and effective marketing efforts. 90% of reviewers rated this feature as important or highly important.
  • Activity Tracking: Reviewers find it useful for monitoring and analyzing customer and team activities, leading to improved performance, decision-making, and productivity. 90% of reviewers rated this feature as important or highly important.
  • Alerts/Notifications: Users emphasize the importance of timely notifications for responding to customer inquiries, managing appointments, and ensuring real-time communication. 89% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers value the comprehensive insights into customer interactions, campaign effectiveness, and user behavior, which help in optimizing strategies and making informed decisions. 88% of reviewers rated this feature as important or highly important.