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Top Rated Customer Experience Software with Collaboration Tools in 2026

Verified reviewer profile picture
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 enhance customer experience software by enabling virtual assistance, integrating with other platforms, facilitating team communication, and improving productivity. They support dynamic interactions and efficient project management, leading to better customer service. Our reviewers in customer experience software rated this feature as important.

3 Best Customer Experience Software with Collaboration Tools

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

See other top Customer Experience 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 experience 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

Jotform logo
4.7
(2.7K)

User insights about the collaboration tools feature

Reviewers indicate that Jotform's collaboration tools are helpful for working with team members simultaneously, making survey planning easier and faster. They report that it is effective for collaborating with field agents remotely and updating forms as a team. Users appreciate the ability to share results and collected data to reduce duplication. They say Jotform integrates well with other document-generating software, enhancing its collaborative capabilities.
“we were able to collaborate with field agents remotely using the forms, this was an effective addition to our project”
CB

Clyde B.

Office Administrator

“This helps me to work with my team at the same time , hence make survey planning easier and faster for review”
Verified reviewer profile picture

Saheed A.

Owner

Customer Experience key features coverage

Jotform offers 6 out of the 6 key features for Customer Experience software identified by reviewers:

Feedback Management4.7
Surveys & Feedback4.8
Reporting/Analytics4.5
Negative Feedback Management4.3
Customizable Fields4.7
Customizable Forms4.7

Pros and cons based on 2,781 verified reviews

73% of users rated Jotform 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 2,781 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Effortless form creation

Efficient survey development

Convenient diGital signatures

Cons:

Restrictive usage limits

High cost for advanced features

See pros and cons details

Pricing

Starting price:$39 flat rate/per month|Free version:Available|Free trial:Not available

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

Freshdesk logo
4.5
(3.4K)

User insights about the collaboration tools feature

Reviewers appreciate Freshdesk's collaboration tools for their ease of use and accessibility. They highlight the ability to mention other users, add notes, and attach various file types to tickets. Users find it valuable to see when other agents are working on a ticket and to move tickets between teams easily. They also mention integrations with Trello and call management services. However, some users prefer using other internal methods like 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 Experience key features coverage

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

Feedback Management4.8
Surveys & Feedback4.5
Reporting/Analytics4.3
Negative Feedback Management4.0
Customizable Fields4.2
Customizable Forms4.5

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)

User insights about the collaboration tools feature

Reviewers find Hootsuite's collaboration tools useful for involving team members and managing content easily. They report that it is great for larger teams, allowing custom permission levels, task assignments, and sharing approved content. Users appreciate the seamless integration with social media apps like Facebook and Instagram. However, some users mention that they do not use the collaboration tools much or find them less useful for smaller teams or individual use.
“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 Experience key features coverage

Hootsuite offers 5 out of the 6 key features for Customer Experience software identified by reviewers:

Feedback Management4.3
Surveys & Feedback4.2
Reporting/Analytics4.3
Negative Feedback Management
Customizable Fields4.2
Customizable Forms4.4

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.

Other Top Rated Customer Experience Software with Collaboration Tools in 2026

SurveyMonkey logo

Online survey and feedback collection platform

Create experiences customers love with AI-powered surveys & analytics. Quickly gather and analyze feedback using NPS®, CSAT, and VoC programs to identify opportunities for improvement. Integrate insights with 200+ business tools like Salesforce and Tableau, empowering teams to take action.

Read more about SurveyMonkey

Users also considered
Zoho CRM logo

Customer relationship management solution

Zoho CRM has a clean user interface that facilitates easy navigation. Engage your prospects and/or customers through live chat options, forums, in-product banners, and several other features.

Read more about Zoho CRM

Users also considered
Jotform logo

Cloud-based form builder tool for digital forms.

Jotform Enterprise provides an all-in-one customer feedback collection, organization, and NPS software for businesses looking to provide an unparalleled customer experience. From calculating NPS, to designing autoresponder emails, Jotform Enterprise will help you skyrocket customer experience!

Read more about Jotform

Users also considered
Freshdesk logo

Online helpdesk system and customer service software

Freshdesk is a cloud-based customer service software that helps businesses of all sizes deliver consistent and delightful customer experiences across different channels.

Read more about Freshdesk

Users also considered
Pipedrive logo

Cloud-based CRM solution for salespeople

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

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

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

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a help desk and customer experience management software. It helps businesses manage customer interactions from a unified platform. LiveAgent is a leader in delivering personalized experiences and exceeding customer expectations.

Start with a 30-day 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

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

Read more about LiveChat

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

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
Typeform logo

Interactive form builder for data collection

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

Read more about Typeform

Users also considered
Intercom logo

AI-powered customer service with helpdesk

Intercom Customer Service Suite combines an AI agent called Fin with a helpdesk platform designed for customer service operations. The platform includes features such as omnichannel communication across phone, email, and live chat, an AI-enhanced inbox, ticketing system, and a knowledge hub for centralizing support content. Fin uses a patented AI architecture to resolve customer queries and can be trained on company procedures and policies for deployment across multiple channels.

Read more about Intercom

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

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
Tidio logo

Aill-in-one customer support software with AI features

Tidio is an all-in-one customer experience platform with features like help desk, live chat, chatbot, and AI agents. Improve engagement by talking to customers in real time, automate answers with chatbot Flows, or use Tidio's AI agent to resolve up to 64% of all interactions.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport AI-driven Customer Experience Software is an all-in-one platform, providing a 365° view of customer health. Unite your support and success teams with insights and workflows for onboarding, churn prevention & upsell motions, and more. Purpose-built for growth-stage B2B SaaS companies.

Read more about TeamSupport

Users also considered
Hotjar logo

Digital experience insights for any business selling online

Improve your customer experience with Hotjar. An intuitive, visual way to discover, consolidate, and communicate user needs.

Read more about Hotjar

Users also considered
XM for Strategy & Research logo

Customer insights & brand research survey management tool

XM for Strategy & Research is a survey management tool designed to help businesses collect feedback and provide insight into brand awareness and consumer preferences. Key features include sentiment analysis, trend alerts, predictive behavior analytics, real-time response monitoring, and data insight reports.

Read more about XM for Strategy & Research

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 #1 FREE customer experience and customer relationship management platform used by 12 million businesses worldwide.

Read more about Bitrix24

Users also considered
Weave logo

Customer communication and appointment scheduling solution

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
Sprout Social logo

Social Media Management Software for Business

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

Read more about Sprout Social

Users also considered
Swell logo

Cloud-based customer experience management platform

Swell helps you grow your business by putting your reputation to work. When you look as good online as you do in person, new customers will come your way. With more reviews and better engagement, you’ll be found online, rank higher in searches, get more web traffic, and of course, more customers.

Read more about Swell

Users also considered
Twilio logo

Build, Scale, and Operate Customized Communication Solutions

Twilio offers an API for phone services enabling companies to make and receive phone calls and send and receive text messages. It allows programmers to integrate various communication methods and to use existing web development skills and codes to solve communication problems.

Read more about Twilio

Users also considered
Yonyx logo

Decision tree driven Interactive guides for customer service

Create decision tree driven interactive guides that integrate with your CRM & help improve customer experience while reducing cost.

Read more about Yonyx

Users also considered
Lucky Orange logo
Category Leaders

All-in-one conversion optimization suite for website owners

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

Read more about Lucky Orange

Users also considered
KnowledgeOwl logo

Knowledge base and documentation software

AI-forward, customer-first knowledge base software that can reduce churn and delight users. Powerful search, seamless SSO, and comprehensive analytics to optimize journeys. Make support truly scalable.

Read more about KnowledgeOwl

Users also considered

Key features for Customer Experience software

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

  • Feedback Management: Reviewers highlight the ability to categorize, prioritize, and respond to feedback, providing detailed insights to improve products and services. 93% of reviewers rated this feature as important or highly important.
  • Surveys & Feedback: Users value the ease of creating custom surveys, gathering detailed insights, and making data-driven decisions to enhance customer experiences. 91% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers appreciate the detailed, customizable reports that provide real-time insights, helping businesses track trends and make informed decisions. 90% of reviewers rated this feature as important or highly important.
  • Negative Feedback Management: Users emphasize the importance of quickly addressing negative feedback, identifying trends, and resolving issues to improve customer satisfaction. 88% of reviewers rated this feature as important or highly important.
  • Customizable Fields: Reviewers highlight the flexibility to tailor data fields, enhancing data collection and ensuring the capture of relevant information. 88% of reviewers rated this feature as important or highly important.
  • Customizable Forms: Users value the ability to fully customize forms to meet specific needs, improving data collection and aligning with business branding. 87% of reviewers rated this feature as important or highly important.