14 Best Customer Engagement
Platforms For E-commerce in 2026

What is a customer engagement platform?

A customer engagement platform is a software solution that enables and improves interactions between businesses and their customers via different channels. These platforms integrate a variety of communication tools for managing customer interactions.

Businesses can acquire a comprehensive image of each consumer by combining data from multiple sources, allowing for personalised and timely communication. This method not only streamlines communication but also seeks to improve client experiences, create loyalty, and achieve desired results.

Top 14 Customer Engagement Platforms For E-commerce

The top 14 customer engagement platforms for e-commerce in 2026 are:

Let’s compare these 14 e-commerce customer engagement platforms to understand them better.

1. TechMonk

TechMonk helps you build and run high-scale consumer businesses by using autonomous agents that optimise every customer interaction. It creates personalised customer journeys and experiences that keep customers engaged.

The TechMonk platform runs on agentic workflows powered by advanced AI Agents and a complete full-stack marketing toolkit. With this, you can reduce customer acquisition costs, improve customer lifetime value, increase repeat purchases, and build strong customer intelligence.

It comes with a full library of tools, built-in AI agents for business, and ready workflows. You can then adjust everything to match your brand style and needs.

Easily Build Custom AI Agents custom AI Agents that fit your business needs.

• Tools Library : TechMonk gives you a ready-to-use set of tools, or you can design your own. These tools help your AI agents take real actions like raising support tickets or completing a purchase. They also give your agents the context they need to understand customer needs, ask follow-up questions, and recommend the right products.
• Agent Library :Pick from a wide range of pre-built AI agents designed for e-commerce needs. If you want something more specific, you can build your own. There’s no complicated setup, just powerful AI features ready for you to use.
• Agent Flow :TechMonk’s smart system makes sure all your AI agents work together smoothly. It automatically picks the right agent at the right time, so replies stay quick, helpful, and on point.

Pre-built Agentic Workflows for E-Commerce

TechMonk gives you a head start with pre-built agentic workflows for sales and support. These workflows come with smart tools and AI agents so you can get started quickly.

• AI Sales Agent : This AI agent chats with your customers, recommends the right products, and guides them through the buying process. It keeps everything easy and quick, helping boost sales without extra effort.
• AI support agents : This agent handles customer queries and solves common issues. If a problem needs human support, it knows when to escalate or raise a ticket for your backend team. It even understands customer sentiments, so it can handle each case in the right way.
• AI Voice Agent :With Voice AI Agent, you get human-like voices and natural conversations that make customer engagement more real and relatable. You can use it on PSTN and WhatsApp calls to connect with customers in a smooth and personal way. It includes multiple voices and personalities, supports customers round the clock, and manages follow-ups without any hassle.

Features That Make TechMonk’s AI Agents the Best

• Guardrails : Guardrails make sure TechMonk’s AI agents give safe and accurate responses. They set clear input and output rules to block harmful or wrong replies. They also stop prompt-hacking and keep conversations reliable.
• Observability : Observability lets you see exactly how your AI agents perform. You can track customer interactions, check quality, and make improvements in real time.
• Traceability :Traceability records every step your AI agents take. This creates full accountability in customer interactions. It also gives you useful data to spot trends and improve performance.
• Tracking AI Agent Performance : TechMonk offers detailed analytics to monitor agent performance. You can see how well they engage and take action to make them better.
• Testing Automation :Testing automation checks your AI agents before launch. It runs automated tests to find issues early. This ensures your agents deliver the right performance every time.

Powerful Customer Engagement Tools to Back Your AI Agents

What makes TechMonk’s AI agents superior? The AI agents are powered by a full-stack customer engagement platform designed for e-commerce.

• Loyalty Programs :

TechMonk makes it easy for businesses to build customer loyalty with fully configurable reward programs. They offer a simple loyalty program builder for e-commerce businesses. They can create a program that aligns with their brand's interests and assign their customers the right loyalty points and rewards.

• Customer Portal :

TechMonk’s customer portal acts as a one-stop hub where users can access their order history, track shipments, and manage loyalty points. This transparency enhances customer satisfaction for e-commerce by putting them in control.

TechMonk offers an easy way for e-commerce businesses to design the customer portal with the correct information.

• Reviews :

Customer reviews drive trust, and TechMonk streamlines the process by collecting and displaying them automatically. Businesses can import product reviews from platforms like Amazon, Myntra, and Flipkart, ensuring authenticity and credibility.

TechMonk’s Reviews dashboard gives an overall view of the reviews collected. Moreover, e-commerce companies can create their own review forms on TechMonk and automate review requests and review request reminders by choosing a timing.

• Customer Segmentation :

TechMonk integrates with an e-commerce website, communication, logistics, social media, and CRM to bring all the customer data to its Customer Data Platform. This ensures that they can create precise and granular customer segments. Also, they can target the right customers through their AI-powered campaigns.

• AI-Powered Campaigns :

TechMonk ensures customer engagement by letting you build two-way conversational campaigns that help you re-engage customers who drop off and recover abandoned carts. It automates personalised reminders and re-engages your customers through tailored incentives, reaching out to them through their preferred channels.

How TechMonk’s AI Agents Drive Customer Engagement for E-commerce

Here’s how TechMonk’s AI agents, powered by a full-stack customer engagement toolkit, improve customer engagement for e-commerce:

• Personalised Recommendations : TechMonk’s AI agents study customer behaviour and preferences to suggest personalised product recommendations. They make it easier for customers to find items they actually want to buy. This helps increase conversion rates by showing products that match their interests.
• Real-Time Assistance : AI agents stay available 24/7 to help customers with inquiries. They respond instantly to product questions, delivery details, or other concerns. This makes the shopping experience smoother by giving customers support whenever they need it.
• Automated Checkout Assistance :TechMonk’s AI agents guide customers through checkout. They answer questions, suggest related products, and offer discounts or promotions. This reduces cart abandonment and helps complete more purchases.
• Omnichannel Engagement : AI agents connect with customers across email, SMS, WhatsApp, and social media. They make sure the experience stays consistent no matter which channel customers choose.
• Real-Time Customer Feedback :AI agents ask customers for feedback after a purchase or service interaction. They collect insights on the experience and help businesses use this data to improve satisfaction and make better decisions.
• Order Tracking and Updates :TechMonk’s AI agents keep customers updated on their orders. They share real-time information on shipping, delivery times, or delays. This improves transparency and keeps customers informed.
• Seamless Returns and Exchanges :AI agents make returns simple by guiding customers through each step. They answer questions and even generate return labels. This makes the process hassle-free and builds customer trust.

Pricing

TechMonk lets you access to its intelligent AI agents and full-stack marketing platform with plans starting at ₹50,000 per month.

Know more about TechMonk’s pricing plans.

2. HubSpot CRM

HubSpot CRM is a user-friendly customer relationship management platform designed to streamline sales, marketing, and customer service operations. It offers an intuitive dashboard that consolidates customer data, interactions, and engagement analytics, enabling businesses to improve efficiency and deliver personalised experiences.

Key Features:

• • Contact Management : Centralises customer details, past interactions, and communication history for seamless tracking.
• • Email Tracking & Templates : Provides real-time email open notifications and reusable email templates to boost engagement.
• • Live Chat & Chatbots : Automates responses and engages website visitors in real-time with AI-powered chatbots.
• • Pipeline Management : Helps sales teams visualise deal progress and manage sales pipelines effectively.
• • Reporting & Analytics : Offers in-depth reporting tools to analyse sales, team performance, and customer engagement.
• • Marketing Integrations : Integrates seamlessly with HubSpot’s marketing suite, social media tools, and third-party apps.

Pricing:

HubSpot CRM offers a free plan with core CRM features. Paid plans start from ₹1,500 per month per user, depending on additional features.

3. Salesforce Commerce Cloud

Salesforce Commerce Cloud is an AI-powered e-commerce platform that enables brands to create personalised shopping experiences across multiple channels. It helps businesses scale globally while managing online shopfronts efficiently.

Key Features:

• • Unified Commerce Management : Combines online and offline commerce into one seamless experience.
• • AI-Powered Personalisation : Uses Einstein AI to recommend products based on customer behaviour.
• • Mobile-First Shopping : Ensures a fully optimised mobile shopping experience.
• • Order Management : Provides real-time inventory tracking and fulfilment automation.
• • Multi-Currency & Multi-Language Support : Ideal for global expansion and localisation.
• • Advanced Analytics : Offers AI-driven insights into customer engagement and sales trends.

Pricing:

Salesforce Commerce Cloud follows a custom pricing model. For Indian pricing details, businesses should contact Salesforce directly.

4. Klaviyo

Klaviyo is a marketing automation platform tailored for e-commerce brands, specialising in email and SMS campaigns. It leverages AI to personalise messaging based on real-time customer behaviour.

Key Features:

• • Dynamic Customer Segmentation : Targets audiences based on purchase history and engagement.
• • AI-Driven Email & SMS Marketing : Automates messages for abandoned carts, post-purchase follow-ups, and welcome series.
• • Product Recommendations : Uses machine learning to suggest products based on browsing history.
• • A/B Testing : Tests multiple versions of emails and SMS for improved conversion rates.
• • e-commerce Integrations : Connects with Shopify, WooCommerce, and Magento for real-time data syncing.
• • Detailed Performance Insights : Detailed Performance Insights

Pricing:

Klaviyo offers a free plan for up to 250 contacts. Paid plans start at ₹1,500 per month, scaling with contact volume.

5. Zendesk

Zendesk is a customer support platform that enables businesses to manage multi-channel interactions effectively. It streamlines help desk operations and improves customer experience through AI-powered automation.

Key Features:

• • Omni-Channel Support : Manages queries across email, live chat, social media, and phone calls.
• • Ticketing System : Assigns and tracks customer support requests in a structured manner.
• • Self-Service Knowledge Base : Creates a centralised help centre for FAQs and guides.
• • Automation & AI Chatbots: Reduces response time with automated workflows.
• • Analytics & Reporting : Provides insights into agent performance and customer satisfaction.
• • Integration with CRM & e-commerce : Syncs with Salesforce, Shopify, and other platforms.

Pricing:

Zendesk’s plans start at ₹1,200 per agent per month for basic customer support features.

6. Freshdesk

Freshdesk is helpdesk software that helps businesses manage customer service interactions efficiently. It offers an intuitive ticketing system and AI-driven automation.

Key Features:

• • Omni-Channel Support : Centralises customer conversations across different channels.
• • Automated Ticketing System : Categorises and prioritises customer queries automatically.
• • AI-Powered Chatbots : Resolves common issues instantly through automation.
• • Self-Service Portal : Reduces support workload by providing customers with helpful resources.
• • Collaboration Tools : Allows internal teams to work together on complex issues.
• • Custom Reports & Analytics : Tracks customer support trends and performance metrics.

Pricing:

Freshdesk offers a free basic plan. Paid plans start at ₹999 per agent per month.

7. Gorgias

Gorgias is an e-commerce-specific customer support platform that integrates with Shopify, Magento, and BigCommerce. It allows businesses to manage customer conversations across multiple platforms in one place.

Key Features:

• • Centralised Helpdesk : Aggregates messages from email, social media, and chat.
• • Order Management Integration : Provides real-time order tracking from the helpdesk.
• • AI-Powered Automation : Automates responses to FAQs and repetitive queries.
• • Customer Sentiment Analysis : Detects emotional tone in customer messages for proactive support.
• • Revenue-Driven Support : Measures the impact of customer service on revenue.
• • Multi-Agent Collaboration : Allows teams to share tickets and respond efficiently.

Pricing:

Starter Plan: ₹800 per month (50 tickets)

Basic Plan: ₹4,800 per month (300 tickets)

Pro Plan: ₹28,800 per month (2,000 tickets)

8. Braze

Braze is a cross-channel consumer engagement platform that helps businesses deliver personalised, data-driven marketing campaigns across email, push notifications, in-app messages, and SMS. It enables real-time customer interactions, improving engagement and retention.

Key Features:

• • Multi-Channel Messaging : Delivers seamless messaging experiences across email, mobile, in-app, and web.
• • Customer Journey Automation : Uses AI to orchestrate and personalise customer journeys based on real-time data.
• • AI-Powered Optimisation : Predicts the best send times, content, and messaging channels for each customer.
• • Event-Triggered Campaigns : Sends automated messages based on customer actions (e.g., abandoned carts).
• • Behavioural Segmentation : Segments users based on ehavioural patterns and engagement history.
• • Advanced Analytics & Reporting : Provides real-time insights into customer engagement and conversion rates.

Pricing:

Braze follows a custom pricing model based on messaging volume and features required. Contact Braze for India-specific pricing.

9. Emarsys

Emarsys is an AI-driven omnichannel marketing platform that enables businesses to automate and personalise customer engagement across email, SMS, web, social media, and loyalty programs.

Key Features:

• • Omnichannel Marketing Automation : Automates cross-channel marketing campaigns for customer retention.
• • Predictive Analytics & AI : Uses AI to forecast customer behaviours and optimise engagement strategies.
• • Advanced Personalisation : Customises messaging based on customer preferences and past interactions.
• • Loyalty Programme Management : Integrates rewards and incentives into engagement campaigns.
• • Integrated Customer Data : Unifies data from multiple platforms to improve targeting and campaign performance.
• • Comprehensive Performance Insights : Tracks ROI, engagement levels, and retention rates in real time.

Pricing:

Emarsys offers custom pricing based on business size and campaign volume. Contact Emarsys for details.

10. Yotpo

Yotpo is a customer content marketing platform designed to help brands collect and leverage user-generated content, customer reviews, and loyalty programs to increase sales and retention.

Key Features:

• • Review & Ratings Management : Collects and showcases customer reviews on product pages for credibility.
• • Visual Marketing : Uses customer-generated images and videos to boost engagement.
• • Loyalty & Referral Programmes : Encourages repeat purchases with reward-based incentives.
• • AI-Driven Sentiment Analysis : dentifies trending topics and customer sentiments in feedback.
• • Google & Social Media Integration : Pushes reviews and ratings to Google, Facebook, and Instagram.
• • Seamless e-commerce Integrations : Works with Shopify, WooCommerce, Magento, and BigCommerce.

Pricing:

Yotpo offers a free basic plan. Paid plans start from ₹2,500 per month, with advanced features available at custom pricing.

11. Drip

Drip is a marketing automation platform focused on personalised email and SMS campaigns for e-commerce brands. It helps businesses drive conversions with data-driven messaging strategies.

Key Features:

• • Advanced Segmentation & Targeting : Categorises customers based on purchase behaviour and browsing history.
• • Automation Workflows : Sends timely emails and SMS based on customer actions.
• • Product Recommendation Engine : Uses AI to suggest relevant products to increase conversions.
• • Revenue Attribution Tracking : Tracks ROI for every marketing campaign.
• • Multi-Channel Engagement : Supports email, SMS, and social media marketing.
• • A/B Testing & Performance Insights : Tests multiple messaging strategies to maximise impact.

Pricing:

Drip pricing starts from ₹3,000 per month for up to 2,500 contacts. Costs increase based on contact volume.

12. Intercom

Intercom is an AI-powered customer messaging platform that enables businesses to provide real-time support, send targeted messages, and automate conversations with chatbots.

Key Features:

• • Live Chat & Messaging : Provides real-time customer support on websites and apps.
• • AI Chatbots & Automation : Reduces manual workload by handling common queries automatically.
• • Customer Data Integration : Offers a 360-degree view of customer interactions and preferences.
• • Targeted Email & Push Notifications : Sends personalised offers and re-engagement messages.
• • Help Centre & Self-Service Tools : Allows businesses to create FAQs and knowledge bases.
• • Analytics & Performance Tracking : Monitors response times, customer interactions, and sales impact.

Pricing:

Intercom’s basic plan starts at ₹4,200 per month, with premium plans offering additional automation features.

13. CleverTap

CleverTap is another of the best customer engagement platforms that helps e-commerce businesses grow with personalised and omnichannel customer experiences. It brings customer data and engagement insights together in one easy platform. This helps businesses increase conversions with targeted marketing strategies.

Key Features:

• • Customer Data & Analytics : Collect and study customer data to create segments. Use these segments to personalise marketing efforts.
• • Campaign Orchestration : Build and automate customer journeys across channels like push notifications, SMS, email, and in-app messages.
• • Personalisation : Deliver real-time experiences by tailoring content and offers to customer behaviour and preferences.
• • Real-Time Experimentation : Test and improve campaigns in real time. Keep refining strategies to get better engagement.
• • Mobile Channels : Reach customers directly on mobile with push notifications, in-app messages, and mobile app automation.

Pricing:

CleverTap starts at ₹6000 per month for up to 5,000 monthly average users. Pricing changes with higher volumes and extra features.

14. MoEngage

MoEngage is a powerful cross-channel customer engagement platform that helps e-commerce businesses connect with customers at every touchpoint. With real-time insights and personalised communication, MoEngage makes it easy to deliver smooth and impactful experiences. This builds customer loyalty and helps boost conversions.

Key Features:

• • Customer Insights : Get a complete view of your customers with AI-driven insights. Understand their preferences, behaviour, and engagement patterns.
• • Cross-Channel Marketing : Reach customers through the channels they prefer, like email, SMS, push notifications, in-app messages, and more.
• • Web & App Personalisation : Personalise experiences across web and mobile apps. Make them more relevant and drive stronger engagement.

Pricing:

MoEngage offers flexible pricing based on business size and features. For detailed pricing, you can contact MoEngage to get a plan that fits your needs.