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Top Rated Customer Engagement Software with Customizable Fields in 2026

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

Last updated: March 2026

Customizable fields allow businesses to tailor communication, branding, and data management to their specific needs. They facilitate accurate project setup, personalized client interactions, and seamless integration with other platforms, enhancing overall customer engagement. Our reviewers in customer engagement software rated this feature as important.

5 Best Customer Engagement Software with Customizable Fields

Product
User rating
Starting price
Zoho CRM logo
4.3
(6.9K)
14
per user/per month
learn more
Freshdesk logo
4.5
(3.4K)
19
per user/per month
learn more
Pipedrive logo
4.5
(3K)
19
per user/per month
learn more
Typeform logo
4.7
(944)
39
flat rate/per month
learn more
Text Request logo
4.6
(1.1K)
59
flat rate/per month
learn more

See other top Customer Engagement products with customizable fields

How we picked the 5 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 customizable fields, 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 up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for customizable fields, and Highly rated for free version. 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 5 best products

Zoho CRM logo
Reviews Sentiment
 
 
 
1-2(252)
3-4(3,152)
5(3,560)
Key Features
Content Management4.2
Engagement Tracking4.6

User insights about the customizable fields feature

Users find Zoho CRM's customizable fields valuable for tailoring the platform to their specific business needs. They report that these fields enhance workflow and time management by allowing different departments to customize their layouts. Reviewers appreciate the ability to add industry-specific fields and note that customization is available even in the free version, although some find the number of options overwhelming.
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“The Customizable Fields feature in Zoho CRM is one of its special features, it allow us to customise the CRM to meet our unique business needs.”
Verified reviewer profile picture

Arpit P.

IT Consultant

“Customizable Fields in Zoho CRM let us tailor the platform to our needs, ensuring we capture essential data for effective interactions.”
Verified reviewer profile picture

Mohamed G.

Customer Service Manager

Starting price
14per user /
per month
learn more
Pros and Cons based on 6,964 verified reviews
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Comprehensive sales management

Efficient client management

Effective customer tracking

Robust lead management

Scalable for various business sizes

Frequent user issues

Inadequate customer support

Outdated user interface design

Need for performance improvements

Complicated navigation

See pros and cons details
Freshdesk logo
Reviews Sentiment
 
 
 
1-2(49)
3-4(1,350)
5(2,008)
Key Features
Content Management4.5
Engagement Tracking5.0

User insights about the customizable fields feature

Reviewers highlight Freshdesk's customizable fields for their ability to adapt to various business needs. They report that these fields are easy to add and access, enhancing the functionality of ticket requests and forms. Users appreciate the customization options for different departments within IT, although some desire more configurations and filters.
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“It's simple to add custom fields to specific ticket requests. Also, the new fields can be accessed by the search function. ”
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Jose J.

CTO

“we have some custom fields, specific for our needs so it is very important to allow customization.”
AZ

Arpad Z.

Senior software consultant

Starting price
19per user /
per month
learn more
Pros and Cons based on 3,407 verified reviews
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Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
Pipedrive logo
Reviews Sentiment
 
 
 
1-2(61)
3-4(1,026)
5(1,955)
Key Features
Content Management4.8
Engagement Tracking

User insights about the customizable fields feature

Users appreciate Pipedrive's customizable fields for their flexibility in designing processes to meet business needs. They report that these fields make it easy to organize and track information, although some note limitations in editing fields after creation. Reviewers find the customization useful for managing diverse industries and integrating with third-party tools.

See related user reviews

“Cusomizable fields allows us the flexibility to design the process to our needs.”
KB

Kevin B.

Director of Business Development - Ag

“Customizable fields are important when we are dealing with multiple industries and this is facilitated.”
PW

Peter W.

Onboarding Manager

Starting price
19per user /
per month
learn more
Pros and Cons based on 3,042 verified reviews

Efficient sales pipeline management

Intuitive and customizable interface

Customizable sales stages

Effective sales team management

Enhanced team collaboration

Limited reporting capabilities

Inefficient search and filter functions

Subpar contact management

Inconsistent user experience

Limited automation features

See pros and cons details
Typeform logo
Reviews Sentiment
 
 
 
1-2(9)
3-4(265)
5(670)
Key Features
Content Management
Engagement Tracking

User insights about the customizable fields feature

Reviewers appreciate Typeform's customizable fields for their flexibility and ease of use. They report that these fields allow for personalized forms and surveys, which reflect their business needs and style. Users mention that while customization is extensive, it can be limited by the pricing plan. They also highlight the integration with other web apps, although some integrations like Notion may have limitations.
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“We can customize the forms according to our desired fields, We can even customize buttons, in short, it is one of the wonderful and user-friendly software for creating, designing, and integrating with other web apps.”
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Saira Y.

Automation

“It's a freedom to design the fields according to my campaign or the customer's nature.”
hS

hm S.

Producer and Marketing Manager

Starting price
39flat rate /
per month
learn more
Pros and Cons based on 944 verified reviews
Verified reviewer profile picture

Effective lead generation

Enhanced client interaction

High cost concerns

See pros and cons details
Text Request logo
Reviews Sentiment
 
 
 
1-2(18)
3-4(321)
5(854)
Key Features
Content Management
Engagement Tracking

User insights about the customizable fields feature

Reviewers find Text Request's customizable fields helpful for organizing and sorting information efficiently. They report that these fields facilitate clear communication by allowing users to edit respondent details and label clients appropriately. However, some users mention the need for more options and better ease of use, particularly in managing scheduled posts and spam texts.

See related user reviews

“We are able to edit the respondents name with preferred details and sort and label clients in to appropriate groups for clear communication and differentiation.”
RI

Rebecca I.

Marketing and Promotions Coordinator

“Great to be able to customize fields and organization”
NB

Nina B.

Event Consultant

Starting price
59flat rate /
per month
learn more
Pros and Cons based on 1,193 verified reviews

Smooth transition process

Enhanced team collaboration

Effective patient communication

Efficient client communication

Easy learning curve

Inefficient name search

Inconsistent notifications

Disorganized text conversations

Limited text messaging features

Glitchy messaging system

See pros and cons details

Other Top Rated Customer Engagement Software with Customizable Fields in 2026

Zoho CRM logo

Customer relationship management solution

learn more
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

Users also considered
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

Users also considered
Pipedrive logo

Cloud-based CRM solution for salespeople

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

Read more about Pipedrive

Users also considered
Zendesk Suite logo

AI powered customer service across all channels

learn more
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

Users also considered
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.

Read more about Hootsuite

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

learn more
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

Users also considered
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

Users also considered
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

Users also considered
Text Request logo
Category Leaders

Ignite customer engagement

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

Read more about Text Request

Users also considered
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.

Read more about Typeform

Users also considered
EngageBay CRM logo
Category Leaders

Integrated sales & marketing software for growing teams

learn more
AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
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

Users also considered
Sogolytics logo

Customer and employee experience management platform.

learn more
SogoCX helps you listen, analyze, and act on feedback in real time to boost customer engagement, loyalty, and growth.

Read more about Sogolytics

Users also considered
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

Users also considered
Tango logo

Rewards that are easy to give and awesome to receive!

learn more
Tango Card automates workplace gifting through incentive delivery technology. It is designed for companies in the B2B space for domestic and global reward programs. The platform allows users to send gift cards, donations, and prepaid cards to groups or individuals and automate incentive programs.

Read more about Tango

Users also considered
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

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

learn more
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

Users also considered
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

Users also considered
monday CRM logo

Customer relationship management solution

learn more
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

Users also considered
Apptivo logo

CRM solution for managing customer accounts

learn more
Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact information, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as contacts or opportunities.

Read more about Apptivo

Users also considered
Campaign Monitor by Marigold logo

Cross-channel marketing made simple and stress-free

learn more
Campaign Monitor by Marigold is the leading provider of professional-grade email marketing and automation software for growing businesses

Read more about Campaign Monitor by Marigold

Users also considered
Weave logo

Customer communication and appointment scheduling solution

learn more
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.

Read more about Weave

Users also considered
Kangaroo logo
Category Leaders

An all-in-one Loyalty and Marketing Platform for businesses.

learn more
Kangaroo’s powerful loyalty marketing solution can be completely customized to engage customers via personalized offers and rewards, automated marketing, digital gift cards, branded app, custom omnichannel experience & robust reporting. Kangaroo is available in English, French, Spanish & Portuguese.

Read more about Kangaroo

Users also considered
Marketo Engage logo

AI-powered marketing automation platform

learn more
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.

Read more about Marketo Engage

Users also considered
Spotler CRM logo

The Powerful CRM for Growing Teams

learn more
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.

Read more about Spotler CRM

Users also considered

Key features for Customer Engagement software

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

  • Content Management: Reviewers appreciate the ease of creating, managing, and customizing various content types, such as knowledge bases, FAQs, and media libraries. It helps keep content organized and accessible, enhancing user engagement. 95% of reviewers rated this feature as important or highly important.
  • Engagement Tracking: Users value the detailed insights into customer interactions, enabling them to understand user preferences and behavior. This helps improve campaign effectiveness and optimize customer engagement strategies. 93% of reviewers rated this feature as important or highly important.
  • Customer Database: Reviewers highlight the comprehensive storage and organization of customer information, which facilitates personalized interactions and targeted marketing. It aids in better customer relationship management. 91% of reviewers rated this feature as important or highly important.
  • Activity Tracking: Users find it useful for monitoring and analyzing both customer interactions and internal team performance. It helps identify areas for improvement and optimize strategies for better results. 90% of reviewers rated this feature as important or highly important.
  • Alerts/Notifications: Reviewers appreciate real-time notifications for enabling timely responses to customer inquiries. It helps maintain effective communication and ensures that important updates are not missed. 89% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Users benefit from detailed reports and analytics that provide actionable insights into customer behavior and campaign performance. This supports data-driven decision-making and strategic planning. 88% of reviewers rated this feature as important or highly important.