10 Best Customer Communications Management Software of 2023

Intercom is a highly-customizable customer messaging system that allows you to choose the style, layout, and content of your customer service system. You can create a design that matches your brand, while creating meaningful customer interactions, too.

Why I picked Intercom: Thanks to Intercom, you can now ensure that a consistent brand experience is delivered across every customer touchpoint. Their next-generation software builds engagement and immerses customers in your company world view. 

Intercom is a no-code tool that can be customized easily by any member of your team. Fast and flexible, it can be configured in any way required for your business. 

The platform delivers fast answers for site visitors and customers, and improves onboarding experiences. The result is a deep connection with your content across the entire customer journey. 

Intercom Standout Features and Integrations:

Intercom distinguishes itself with an array of features that enhance customer interactions and provide valuable insights. This tool incorporates automation and chatbots to manage conversations efficiently and facilitates direct communication through two-way chats. Team collaboration is a key focus, along with customer segmentation and user behavior tracking abilities. Thanks to their self-serve support tools, customers can also find solutions themselves. 

Integrations include Gmail, HubSpot, Jira, Mailchimp, Salesforce, Shopify, Slack, Stripe, Trello, and Zendesk.

Zendesk helps you personalize your customer experience to build loyalty and trust with buyers. It empowers you to tailor conversations to the needs of each unique individual. 

Why I picked Zendesk: This AI-powered tool helps you solve problems faster by automating the business process of customer interactions. Zendesk allows you to see all your customer data in one place and quickly issue work orders to the right person.

Agents can talk to customers directly across multiple channels. The system makes it easy to track, organize, and resolve all tickets. Managers get statistical analysis and reporting that turns common data into useful insights. The built-in customization options allow teams to create the exact processes and workflows they need.

Zendesk Standout Features and Integrations: 

Zendesk offers powerful features designed to optimize customer service, including in-depth analytics and reporting, and numerous automation and workflow capabilities. The platform also focuses on collaboration and customization, and includes a comprehensive knowledge base and self-service options. 

Integrations include Asana, G-Suite, HubSpot, Jira, Microsoft Dynamics, Salesforce, Shopify, Slack, Trello, and Zoom.

Thanks to SleekFlow, you can promote your products and support your customers using messaging chats in an omnichannel platform. The software merges all your favorite chat apps into a single, easy-to-use system that enhances your communication capabilities. 

Why I picked SleekFlow: As the official WhatsApp Business Solution Provider, SleekFlow gives you access to the latest features on this platform. Using WhatsApp or other messaging systems, you can converse with customers, managing all chats from one dashboard for a unified customer experience. 

SleekFlow Standout Features and Integrations:

Agents can collaborate on key conversations across teams and combine all their messaging channels in one business messaging platform. Automatic chat assignments and internal notes keep everyone on track. You can personalize broadcast messages and campaigns, or segment, filter, and label clients based on purchase behavior. Then you can send targeted campaigns using WhatsApp or other channels. 

SleekFlow supports automatic chat assignments and internal notes. You can craft personalized broadcast messages and campaigns, while segmenting, filtering, and labeling clients based on their purchase behavior. 

Standout features include an API, batch permissions & access, chat, contact management, email integration, external integrations, Google apps integration, and lead management.

Integrations include AtomX Live Chat, Calendly, HubSpot, Instagram, Messenger,

Shopify, Telegram, Viber, WooCommerce, and Zapier.

Respond.io is a messaging platform that helps you market, sell, and support products. The software unifies customer communication across instant messaging, web chat, and email.

Why I picked Respond.io: Respond.io eliminates the need to juggle channels between teams and platforms. You can set up transactional notifications, such as triggering abandoned cart notifications, sending payment notifications, and confirming order updates. You can also target specific interests with broadcasts, enroll new contacts in drip campaigns, or trigger event-based notifications. 

Respond.io also uses automated messaging to identify customer issues, then routes them to agents according to their skill, function, language, and shift. As a result, you can increase your sales visibility, auto qualify leads, and sync data with your CRM.

Respond.io Standout Features and Integrations:

Respond.io offers an impressive feature set focused on enhancing customer engagement. The platform provides advanced automation tools and an intelligent chatbot for efficient conversation management, complemented by live chat. The software also offers CRM integration for cohesive customer management, multichannel support for broad customer reach, and surveys for customer feedback. 

Integrations include Facebook Messenger, Google Business Messages, Instagram, LINE, Telegram, Viber, WeChat, and WhatsApp.

Twilio MessagingX is a centralized messaging system that engages customers using their preferred channels. Thanks to their enterprise-ready APIs, scalable software, and an intelligent network, the platform offers reliability at scale. 

Why I picked Twilio: Using this trusted messaging ecosystem, teams can engage with customers using verified messaging that eliminates spam. Simple onboarding gets everyone up to speed fast, while their compliance and privacy features guarantee secure engagement. 

MessagingX is optimized for connectivity, better routing, and message transparency. This ensures unparalleled deliverability and throughput, through a global network of tier-1 carriers.

The system APIs integrate with popular messaging channels like conversational chat, SMS, MMS, WhatsApp, Facebook Messenger, and Google’s Business Messages. So they provide a powerful foundation for CCM solutions covering customer care, conversational commerce, and transactional messaging.

Twilio Standout Features and Integrations: 

Twilio stands out thanks to features such as cutting-edge trust-building capabilities and an advanced opt-out system that respects user preferences. It also offers a content API for easy integration and global messaging scaling capabilities. The platform also boasts high deliverability rates and allows for body redaction for privacy. The focus on rich content translation ensures messages are clear and understandable across multiple languages, with everything backed by a trust hub that ensures reliable, secure communications.

Integrations include Facebook Messenger, Google Business Messages, Twilio, and WhatsApp.

Using Freshdesk, you can streamline customer service across both traditional and digital channels. This cloud-based support tool empowers teams with a modern, all-in-one communication platform.

Why I picked Freshdesk: Freshdesk saves agents’ time by reducing repetitive tasks. They can work through tickets efficiently, switch between channels, and keep tabs on customer issues. Team leaders can consolidate reporting to get a unified view of service delivery. 

The software allows customers to find their own answers in the formats they prefer. You can offer self-service through a web-widget, live chat, messaging, bots, or phone. 

The system automatically assigns chat messages, phone calls, and tickets to the right agents. It also optimizes for agent effectiveness, without overloading individuals. Thresholds can be set to ensure that optimal results are achieved.

Freshdesk Standout Features and Integrations:

Freshdesk is known for a comprehensive range of features that prioritize customer satisfaction and efficiency. These include automations and customizations, plus robust tools for agent collaboration. The software also includes a wealth of self-serve options, including knowledge bases, FAQs, and multichannel support. Freshdesk incorporates effective outbound communication tools and offers detailed reporting and analytics. Another standout feature is their use of gamification for agent motivation.

Integrations include Google Analytics, HubSpot, Jira, Microsoft Teams, Salesforce, Shopify, Slack, SurveyMonkey, Trello, and WhatsApp Business 

HubSpot Service Hub connects all your customer service data and channels through a single CRM (customer relationship management) platform. This helps you support, retain, and grow your customer base, while improving service management and delighting customers.

Why I picked HubSpot Service Hub: Their platform offers a customer portal that gives customers ownership of their buying experience. This keeps two-way conversations flowing, so that issues are resolved faster. In addition, their knowledge base helps customers solve their own queries, reducing the number of support requests. Frequently-asked questions can be converted into a searchable library of help articles, videos, and documentation.

HubSpot Service Hub Standout Features and Integrations: 

HubSpot’s robust features include omnichannel messaging to help support staff communicate easily over various channels. Inbound calling and live chat facilities assist them in providing swift and efficient responses to customer queries. HubSpot also offers automated customer surveys for feedback, conversation routing to direct customer inquiries to the right places, and customizable service reports for detailed insights.

Integrations include Aircall, Dropbox, Gmail, Jira, Mailchimp, Microsoft Teams, Salesforce, Slack, Trello, and Zendesk.

With Trengo, you get one inbox for a truly multichannel approach to customer support. All your customers’ preferred business communications channels can be combined into one inbox.

Why I picked Trengo: Thanks to Trengo, you can get a full view of customer engagement on all channels. This empowers you to connect, personalize, solve, and convert from one screen. Each member of your support team can see the full scope of each customer relationship. You can put order information, contact moments, and critical information next to conversations, making it easier to get customers the answers they need quickly. Instead of wading through endless email threads, your team members can find the information they need and respond within minutes, helping them exceed your customer expectations.

Trengo also frees up time by automating repetitive tasks like dealing with frequently-asked questions. This gives your customer service agents more time to focus on having meaningful conversations and solving complex queries. 

Trengo Standout Features and Integrations:

Trengo shines thanks to its advanced automation tools, workflow management, and multichannel support, allowing teams to communicate across various platforms. The software also provides an integrated live chat feature for real-time interactions, plus email management centered around a shared inbox. Their robust ticketing system logs all customer inquiries, ensuring they’re all tracked and addressed efficiently. 

Integrations include Facebook Messenger, Google Workspace, Instagram, LinkedIn, Microsoft Teams, Shopify, Telegram, Twitter, WhatsApp, and Zendesk 

LiveAgent is a customer communication management tool that keeps track of all customer interactions from one dashboard. It helps to shape brand identity and contributes to meaningful, lasting relationships with customers.

Why I picked LiveAgent: Designed to unify numerous contact channels, LiveAgent is an all-in-one helpdesk solution that provides a clear view of customer interactions. It maintains a clear record of relevant data to ensure personalized, satisfactory customer experiences.

The software offers multi-channel consolidation, covering phone, live chat, email, and social media. It also covers ticket management, call center support, and knowledge base integration. The result is a unified customer service solution that ensures efficient issue resolution.

LiveAgent Standout Features and Integrations:

LiveAgent supports live chat for real-time communication, a call center function for comprehensive customer outreach, and a knowledge base to educate customers and resolve common inquiries. Their unique feedback management system helps gather customer insights, while the reporting tools provide detailed analysis of customer reactions. Native integration with social media allows businesses to reach audiences anywhere and manage customer interactions professionally. 

Integrations include Facebook, Google Analytics, HubSpot, Mailchimp, Salesforce, Shopify, Slack, Twitter, WooCommerce, and Zendesk.

Touchpoint is an all-in-one platform for engaging customers and nurturing business relationships. It helps you enhance marketing, sales, and support experiences by leveraging the power of automation to increase customer retention.

Why I picked Touchpoint: This platform turns support requests into conversations, so agents can manage every customer interaction from one screen. They can view client details, interaction details, and chat history at a glance.

You have the full context of where your prospects are in the sales funnel, so you can nurture leads in a collaborative environment and close deals faster. It’s simple to follow up with leads on any channel and set sales goals or activities for the team.

Touchpoint also helps you reach customers through SMS and email campaigns, all from one dashboard. You can create, plan, test, and launch campaigns in minutes to reach customers anywhere.

Touchpoint Standout Features and Integrations: 

Touchpoint has a rich set of features aimed at enhancing customer engagement and improving business intelligence. These include automation capabilities for simplifying operations and a content authoring tool to create compelling messages. The software integrates with an advanced customer feedback system, coupled with data analytics, to offer insightful journey mapping. Touchpoint also brings personalization to the forefront, supplementing this with comprehensive reporting and sentiment analysis. Lastly, their robust survey management system helps businesses gather customer opinions. 

Integrations are currently only available by connecting Touchpoint to a paid Zapier account.