Here’s a concise, 2025-ready guide to the best customer-messaging platforms — grouped by strength/use-case so you can pick the right one fast.

Top picks (what they’re best at)

• Intercom — Best for product-led SaaS & AI-first in-app messaging. Strong AI agent capabilities (Fin) and frequent Messenger improvements for in-app + multichannel support. (intercom.com)
• Zendesk (Sunshine / Conversations) — Best for enterprise omnichannel support and flexible developer APIs; built to unify web, social, SMS/RCS and in-app messaging into one conversation layer. (zendesk.com)
• Twilio — Best developer/engineer-first CPaaS for global SMS, RCS, WhatsApp and programmable conversations at scale (RCS support and branded messaging available). (twilio.com)
• MessageBird — Good CPaaS alternative to Twilio for omnichannel messaging and global carrier reach (widely used in enterprise scenarios). (peerspot.com)
• Freshworks / Freshchat — Best value for SMBs and mid-market teams that want integrated helpdesk + chat + AI without heavy custom engineering. (freshworks.com)
• Drift — Best for B2B conversational marketing and lead capture; strong intent-driven chat and calendar/meeting automation. (prnewswire.com)
• Gladly — Best for retail and consumer brands that need “lifelong” customer conversations (customer-centric, AI-on-voice & multichannel). (prnewswire.com)
• LivePerson — Best for enterprise conversational AI and high-volume digital/voice automation; well-regarded in G2 enterprise rankings. (ir.liveperson.com)
• Klaviyo — Best-in-class when your primary need is SMS + email marketing (marketing-first messaging and analytics). (globenewswire.com)
• LiveChat / Tidio (and other SMB chat tools) — Best low-cost, quick-to-deploy live chat + basic chatbot options for small teams. Tech reviews list these as top affordable picks. (techradar.com)

Quick shortlist by company size / goal

• Small business / fast setup: Freshchat, Tidio, LiveChat. (freshworks.com)
• Product/SaaS in-app + support + marketing: Intercom. (intercom.com)
• B2B lead gen / conversational marketing: Drift. (prnewswire.com)
• Enterprise omnichannel / complex workflows: Zendesk Sunshine, Twilio or MessageBird (if you need heavy customization & global channels). (zendesk.com)
• Retail / consumer brands wanting highly personal AI-driven CX: Gladly or LivePerson. (prnewswire.com)

What to compare when choosing (short checklist)

• Channels supported: web chat, in-app, SMS, RCS, WhatsApp, Instagram/FB, Apple Business Chat. (RCS adoption is growing — Twilio has public RCS support.) (twilio.com)
• AI & automation: look for LLM/agent features, handoff logic, knowledge integration and voice support (some vendors now offer AI on voice). (intercom.com)
• Integrations & data: CRM, e‑commerce, analytics and customer-data-platform compatibility (Sunshine, Twilio and Intercom emphasize open APIs). (zendesk.com)
• Compliance & deliverability: message routing, carrier relationships (CPaaS vendors matter here), and regional data rules. (peerspot.com)
• TCO & pricing model: per-message, per-seat, or blended SaaS pricing — test with a pilot to measure containment vs. human-handled cost. (SMB tools typically have free/low-cost tiers.) (techradar.com)

If you want, I can:

• Narrow this to your industry (retail, SaaS, B2B sales, healthcare, etc.) and give a 3-vendor shortlist with pros/cons and expected price bands; or
• Build a one-page pilot checklist you can use to evaluate vendors in a 30-day trial.

Which would you prefer?