10 Best Customer Communications Management Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
With countless customer communications management software on the market, choosing the best one can be tough. You want to deliver personalized messages across various channels and nurture relationships with customers - and need the right tool for your team. I’ve got you covered! In this post, I draw from my personal research and analysis of user feedback to share this list of customer communications management software for managing interactions and automating responses to meet customer needs efficiently.
What is Customer Communications Management Software?
Customer communications management (CCM) software is a tool that helps businesses manage and optimize their interactions with customers across various channels including email, social media, live chat, and SMS platforms. It offers centralized data management, omnichannel communication, automation, customer journey mapping, real-time analytics and personalization features that empower teams to create a seamless and efficient communication flow.
By integrating CCM tools, companies looking to improve their customer service and support frameworks can offer more effective self-service options, reduce the volume of routine support requests, and elevate the overall customer experience.
Overviews Of The 10 Best Customer Communications Management Software Systems
Now we’ll dive into a detailed look at each tool on my list, focusing on what makes each one a standout choice for a specific purpose.
Front aims to offer a customer communications hub that helps you grow your business by nurturing customer relationships. This customer engagement tool helps you connect with people more effectively and achieve greater customer satisfaction.
Why I picked Front: Front is designed to automatically aggregate and route customer conversations from various channels. It ensures that every message gets delivered to the best person to handle the query.
Team members have access to a complete customer history, relevant data, and built-in collaboration tools. Front also gives you complete visibility into both the customer experience and the efficiency of your customer service team. Managers can easily get a 360° view of business impact and take action accordingly.
Front Standout Features and Integrations:
Central to Front’s offerings are an automated routing system that’s designed for unparalleled efficiency. You also get a collaborative inbox management system for better teamwork and
customizable workflows. Other creatures include robust email and social media management tools, and an in-app feature usage tracking system.
Integrations include Asana, Dropbox, GitHub, Google Calendar, Intercom, Jira, Salesforce, Slack, Trello, and Twilio.
Pros and cons
Pros:
- Includes in-depth analytics tools
- Real-time collaborative features
- Unified multi-channel communication
Cons:
- Potential overcomplexity for small teams
- Limited native CRM functionality
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.
Pros and cons
Pros:
- Versatile messaging and chatbots
- Powerful customer segmentation options
- Advanced user behavior tracking
Cons:
- Some automation limitations
- Limited software integrations
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.
Pros and cons
Pros:
- Detailed customer information tracking
- Robust tagging and labeling system
- Advanced routing and assignment
Cons:
- Steep learning curve
- Limited features in low-tier plans
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.
Pros and cons
Pros:
- Robust multichannel communication options
- Advanced automation capabilities
- Efficient team collaboration functionalities
Cons:
- Limited customization options for UI
- Advanced features are only available in higher pricing tiers
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
Pros and cons
Pros:
- Multi-channel customer communication options
- Advanced ticketing system functionality
- Email management integration
Cons:
- Some users may prefer more extensive reporting
- Learning curve for complex setups
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.
Pros and cons
Pros:
- High message deliverability rate
- Advanced trust-building features
- Content API for rich messaging
Cons:
- Frequent rebalancing of workloads
- Multiple compliance processes
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.
Pros and cons
Pros:
- An all-in-one customer service solution
- Versatile multi-channel communication options
- Includes a knowledge base for self-service
Cons:
- User interface could use some improvement
- Can be intimidating for new users
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.
Pros and cons
Pros:
- Comprehensive reporting capabilities
- Versatile survey customization features
- Interactive customer journey mapping
Cons:
- Customization options are limited
- Advanced features may be hard to set up
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
Pros and cons
Pros:
- Multi-channel ticket management
- Gamification for agent motivation
- Customizable reporting and analytics
Cons:
- Lack of advanced workflow features
- Limited customization for email templates
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.
Pros and cons
Pros:
- Customizable service reports
- Knowledge base creation features
- Advanced conversation routing
Cons:
- No native video chat
- Limited social media functionality
The 10 Best Customer Communications Management Software Comparison Chart
This comparison chart summarizes basic details about each of my top customer communications management software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
| Tools | Price | |
|---|---|---|
| Front | From $19/user/month (billed annually) | Website |
| Intercom | From $74/month (billed annually) | Website |
| SleekFlow | From $99/month | Website |
| Respond.io | From $99/user/month | Website |
| Trengo | From $22/user/month | Website |
| Twilio MessagingX | Pay-as-you-go pricing | Website |
| LiveAgent | From $15/user/month | Website |
| Touchpoint | From $39.60/user/month | Website |
| Freshdesk | From $18/user/month | Website |
| Hubspot Service Hub | From $45/month | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther Options
Here are some further options that didn’t make the shortlist, but may suit your particular needs:
- Zendesk
Best for a personalized customer experience
- Thryv
Best for small businesses
- Help Scout
Best for a high ROI on CCM investment
- InMoment
Best for eliminating communication silos
- Podium
Best for collecting customer reviews
- Chekkit
Best for local businesses
- DemandHub
Best for booking appointments
- CommBox
Best for an autonomous communications platform
- Crexendo
Best for a 100% uptime guarantee
- Quadient Inspire Evolve
Best for rapid transformation of customer experience
Selection Criteria for Customer Communications Management Software
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best customer communications management software for this article:
Core Functionalities
Compiling a list of the top customer communications management software requires careful reflection on the core functionalities such platforms should offer. As CCM tools cover a broad spectrum of requirements, I wanted to be sure no key features were overlooked. So as I evaluated these platforms, I ensured that each provided the following crucial functions:
- A centralized data management system that efficiently organizes all customer-related information.
- Integrated modules for managing digital customer communication data across multiple channels.
- Features that empower customer self-service, to reduce the need for routine support requests.
- Customizable user roles and permissions, offering control over who can access and manage customer data.
Key Features
In addition to the core functionalities above, I also considered the following key features when deciding which CCM tools to include on my list:
- Omnichannel communication: This includes tools for connecting with customers across email, social media, live chat, and SMS to provide a consistent customer experience.
- Automation: Allowing the handling of routine tasks such as responding to customer queries, routing service requests to the appropriate department, or scheduling the sending of messages.
- Customer journey mapping: Tracking and analyzing customer interactions across many touchpoints, to help managers understand how customers interact with the company.
- Personalization: Features for personalizing customer communications based on their behavior, profile, and interaction history.
- Real-time analytics and reporting: Up-to-date insights into customer interactions, empowering managers to make data-driven decisions.
Team Collaboration
In my search for the best software in this niche, my primary focus was on finding tools that enable collaboration, wherever team members are located. In particular, I was looking for elements such as role-based access and permissions, to ensure only authorized users can access customer data. I also looked for real-time collaboration and the ability for team members to provide immediate feedback.
I also considered task management and tracking to be of fundamental importance, along with notifications and alerts that keep team members on track. Everyone needs timely updates on task statuses and important events to ensure an efficient, cohesive workflow.
Usability
I selected CCM software that makes usability a priority. I looked for an intuitive interface that’s easy to navigate and understand. Other features on my ‘must have’ list included drag-and-drop functionality for creating documents, templates, and layouts. Tools got bonus points for offering a WYSIWYG editor, template collections, and pre-built components.
Other desirable usability features include responsive design, optimized for various devices and screen sizes. Testing and preview capabilities are also helpful, along with the ability to tailor the software according to specific business requirements.
Reporting & Analytics
I also looked for top-quality management reporting features in CCM tools. These include performance metrics tracking and real-time analytics, to give users immediate insights into the impact of their work. Data visualization is also a valuable feature, presenting data in an easily digestible format.
The better tools also allow businesses to conduct A/B tests that compare different strategies and show which works best. I also sought out segmentation and targeting analysis to help businesses understand their audience better. In addition, I considered the availability of campaign performance tracking, which helps users monitor success over time, and the ability to integrate with other analytics tools.
Software Integrations
Customer communications management (CCM) software should enable customer data integration with CRM systems, content management systems, email service providers, and social media integration.
It’s also helpful if they offer an API or webhook capabilities to help businesses leverage technology and improve workflows.
Pricing
When considering affordability, you need to look at factors such as the scalability and flexibility of pricing plans. Also check for additional costs, and the potential return on investment offered. As with any software, CCM tools should provide long-term value and help to drive business success.
People Also Ask
When people ask my advice on the best customer communications management software, these are the questions that come up most often:
What’s the difference between customer service and customer support?
Customer service and customer support are related concepts but distinct in nature. Customer service refers to the overall support provided to buyers, defining their experience with the company.
Customer support, on the other hand, is specifically focused on addressing and resolving customer inquiries. This may involve dealing with purchasing or technical problems using email, chat support, or a ticketing system.
How can CCM software improve the customer experience?
Customer communications management solutions enable consistent, personalized messaging across multiple channels. Communication can be tailored according to customer preferences, and response times can be reduced.
Such software also allows automated workflows that keep customers informed. Overall, these tools ensure that the customer enjoys a better experience throughout their buying journey.
What is omnichannel customer service?
Omnichannel customer service provides customers with consistent, holistic experience across multiple channels. They may interact with the company using phone, chat, email, social media, or in-person interactions.
This approach focuses on synchronizing these channels, integrating them to ensure a unified experience that resolves issues in the best way possible. This can be accomplished, regardless of the channel chosen by the customer.
Other Customer-Oriented Software Reviews
Here are some other articles covering customer experience topics you may like to check out:
- Best AI Customer Service Software for CX Professionals
- Best AI Chatbots for Customer Service Performance
- Best Customer Experience Management Software
- Best Customer Intelligence Platforms
- Best Customer Feedback Software
- Best Customer Service Tracking Software
- Best Customer Flow Management Software
A Growing Market
That wraps up my review of the best customer communications management software. To stay up to date with developments, be sure to subscribe to our newsletter.
The customer communications management market is moving fast. It is expected to grow to a whopping $2.2 billion by 2026, achieving a compounded annual growth rate of 11.2%. So any business that aims to drive adoption and improve customer sentiment needs to invest in CCM technology.
So pick the tool from my list that best suits your needs and start transforming your customer experience. Then you’ll be well on your way to greater business success.