20 Best Customer Messaging Platforms for Teams in 2024
10 Best Customer Messaging Platforms Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
With so many different customer messaging platforms available, figuring out which is right for you is tough. You know you want a platform to help you manage customer communications more efficiently, but you need to figure out which option is best. In this article, I'll help you make this choice easier by sharing my insights on the best customer messaging platforms to manage and personalize your customer interactions to improve your customer experience, based on my knowledge of CX.
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The Best Customer Messaging Platforms Comparison Chart
Here’s a comparison chart that summarizes basic details about each of my top customer messaging platform selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best platform for your budget.
| Tools | Price | |
|---|---|---|
| Front | From $19/user/month (billed annually) | Website |
| Zoho SalesIQ | From $7/operator/month | Website |
| Sprout Social | From $199/user/month (billed annually) | Website |
| Velaris | Pricing upon request | Website |
| Birdeye | From $299/user/month | Website |
| Crisp | From $6.25/user/month | Website |
| Gladly | From $150/user/month (billed annually, 10 user min) | Website |
| Intercom Messenger | From $74/month | Website |
| Drift Conversation Cloud | Pricing upon request | Website |
| Gorgias | From $300/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose a Customer Messaging Software
Choosing the right customer messaging software can help boost operational efficiency, enhance customer satisfaction through personalized interactions, and provide valuable insights with data-driven analytics.
As you're shortlisting, trialing, and selecting customer messaging platforms consider the following:
- What problem are you trying to solve - Start by identifying the customer messaging platforms feature gap you're trying to fill to clarify the features and functionality the customer messaging platforms needs to provide.
- Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the customer service team, or the whole organization that will require access. When that's clear, it's worth considering if you're prioritizing ease of use for all, or speed for your customer messaging platforms power users.
- What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM or HR software. You'll need to decide if the tools will need to integrate together, or alternatively, if you can replace multiple tools with one consolidated customer messaging platforms.
- What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain, or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare customer messaging platforms features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
- How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.
Best Customer Messaging Platforms Reviews
Here’s a brief description of each customer messaging platform that showcases each system’s best use case, noteworthy features, and pros & cons. I’ve also included screenshots to give you a snapshot of their user interface too.
Front is a customer service platform that provides AI-powered solutions for managing shared inboxes, live chat, collaboration, AI chatbots, knowledge base, workflow automation, and analytics. It is designed to help businesses improve operational efficiency and build stronger customer relationships, making it a valuable tool for modern service teams.
Why I picked Front: I chose Front as the customer messaging platform because it integrates multiple communication channels into a single omnichannel inbox, which is crucial for managing customer interactions efficiently. Its standout features include AI chatbots and agent assistance that deliver instant resolutions, improving agent efficiency and customer satisfaction.
Front Standout Features and Integrations
Features include omnichannel communication, collaborative inbox, workflow automation, knowledge base, live chat, chatbots, GDPR and SOC II compliance, custom roles and permissions, and analytics and reporting tools.
Integrations include WhatsApp, Dialpad, Twilio, Intercom, Facebook, Instagram, Slack, Twitter, Asana, HubSpot, Jira, and Salesforce, among others. An API is also available to build custom integrations with.
Pros and cons
Pros:
- Enhances team collaboration
- Multi-channel integration
- Easy customization and automation
Cons:
- Large feature set creates learning curve for new users
- Merging threads can be tricky
Best customer messaging platform for designing your own chat system
Zoho SalesIQ is a powerful live chat software that can help businesses to better understand their audience, capture and manage leads, and engage with potential customers in a personalized and meaningful way.
Why I Picked Zoho SalesIQ: Zoho SalesIQ is a powerful live chat software that helps businesses engage with website visitors and convert them into leads. One of the key features that makes SalesIQ great is its ability to provide businesses with valuable insights into their website visitors' behavior. This includes information on how visitors arrived on the site, which pages they visited, and how long they stayed.
SalesIQ also provides businesses with a range of customization options, allowing them to tailor the live chat experience to their specific needs and branding. This includes customizing chat windows, automated messages, and even the look and feel of the chat widget itself.
Zoho SalesIQ Standout Features & Integrations
Features include A/B testing, audience targeting, chat, analytics, API, contact management, CRM integration, customer management, dashboard, data export/data import, data visualization, email integration, external integrations, lead scoring, marketing automation, multi-app, multi-site, multi-user, notifications scheduling, third-party plugins/add-ons, call tracking, click-to-dial, landing pages, real-time alerts, self-service portal, ticket management, social media integration, call integration, knowledge base, and support forums.
Integrations include all other Zoho apps (CRM, Desk, Analytics, Sites, etc.) as well as Salesforce, Mailchimp, ActiveCampaign, Constant Contact, GetResponse, Google Tag Manager, Unbounce, GoDaddy, WordPress, Wix, Weebly, Joomla, Drupal, Shopify, BigCommerce, Magento, and other options.
Pros and cons
Pros:
- Customizable chat widgets and automated messages
- Real-time visitor monitoring
- Powerful live chat features and functionality
Cons:
- Somewhat outdated UI
- Time needed for setup and configuration process
Sprout Social is a social media management platform that provides tools for businesses to manage their social media presence.
Why I picked Sprout Social: Sprout Social excels in centralizing customer messages from multiple social media platforms into one inbox, streamlining response management. It also offers efficient tools for tracking conversations, tagging messages, and collaborating with team members to ensure timely, coordinated responses.
Sprout Social also provides automation features to enhance customer messaging efficiency. Automated workflows can route messages to the right team members, ensuring quick and accurate responses. Additionally, the platform's Smart Inbox filters and customizable notifications help prioritize important messages, reducing response time. These features make Sprout Social a reliable and effective tool for managing customer communications on social media.
Sprout Social Standout Features and Integrations
Features include conversation history, review management, engagement reporting, team and productivity reporting, automated feeds publishing, multi-profile publishing, custom URL tracking, listening, influencer marketing, and employee advocacy.
Integrations include Facebook, LinkedIn, Instagram, YouTube, Glassdoor, Zendesk, Marketo, WooCommerce, Tableau, and Salesforce.
Pros and cons
Pros:
- Provides detailed analytics and reporting
- Supports multiple platforms
- Wide range of features
Cons:
- Steep learning curve for new users
- Limited customization for reporting
Velaris is a comprehensive customer success platform designed to help teams understand their customers, optimize their operations, and lessen manual workloads. It offers AI-powered analytics, success plans, collaboration tools, and automations to provide a 360-degree view of customer data and enhance team productivity.
Why I picked Velaris: The platform offers features like campaigns to streamline email communications, a customer portal for external collaboration, and surveys to collect customer feedback. These tools ensure that businesses can maintain open lines of communication with their customers, gather valuable insights, and work together on mutual projects. Additionally, Velaris is GDPR and SOC-compliant, ensuring that customer data is handled securely and in compliance with regulations.
Velaris Standout Features and Integrations
Features include customer portfolio health, sentiment analysis, an automation builder, success plans, playbooks, customer portals, robust data and analytics, task management, and an AI copilot.
Integrations include Slack, Microsoft Teams, Intercom, MailChimp, Outlook, Google Drive, HubSpot, Jira, and Salesforce.
Pros and cons
Pros:
- Advanced analytics and success plans powered by AI
- Collaboration tools and automation features
- Good customer data aggregation
Cons:
- Could offer more integrations
- Learning curve for new users
Birdeye is a review management and customer engagement platform designed to assist businesses in enhancing their online reputation. It stands out for its versatility across various industries, offering specialized solutions for reputation growth, which positions it as a leading tool for businesses in sectors like healthcare, retail, and real estate to attract and manage customer interactions effectively.
Why I Picked Birdeye: Birdeye excels in creating seamless communication channels between businesses and their customers, facilitating effortless interaction across multiple platforms. Its strength lies in centralizing messages from various sources into a single dashboard, ensuring no customer query goes unanswered. With features like automated responses and personalized messaging, Birdeye enhances customer engagement, improving satisfaction and loyalty.
Birdeye's intuitive design and robust analytics also empower businesses to monitor conversation trends and customer sentiments in real-time, enabling proactive service adjustments. In essence, Birdeye simplifies customer communication, making it more efficient and effective for businesses aiming to maintain a competitive edge through superior customer service.
Birdeye Standout Features & Integrations
Features include automated review requests, review monitoring, review management, competitor analysis, customer surveys, messaging and chat, listings management, social media management, appointment scheduling, referral management, customer insights and analytics, integration with major platforms, customizable feedback forms, reputation management, customer experience journey mapping.
Integrations include Salesforce, Google My Business, Facebook, Zapier, Mailchimp, Shopify, Slack, HubSpot, WordPress, QuickBooks, and other popular business apps.
Pros and cons
Pros:
- Automated review management
- Detailed analytics and reporting features
- Extensive integrations with a wide array of platforms
Cons:
- Learning curve for advanced features
- Limited customization in lower tiers
Crisp
Best customer messaging platform for efficient team collaboration
Crisp is a customer messaging platform that makes it easy for team members to collaborate and provide the best solutions for their customers.
Why I picked Crisp: Crisp enables you to manage all your messages from a central location. The software creates profiles for your customers, so you can easily track their purchase history or previous interactions when they start a conversation.
Crisp enables your support specialists to tag each other in conversations in order to collaborate and provide the best answers for your customers. In addition, the platform also allows you to create automated chat flows that rely on custom triggers to activate.
Crisp Standout Features and Integrations
Features include conversation routing, chatbots, data centralization, a universal inbox, team activity reports, automation, and ticketing.
Integrations include Cloudflare, Facebook Messenger, Joomla, Mailchimp, Prestashop, Segment, Telegram, Webflow, WhatsApp, and others.
Pros and cons
Pros:
- Good personalization options
- Simple onboarding
- Doubles as a flexible support software
Cons:
- Reporting could be more granular on certain metrics
- Limited contact management features
Gladly is a customer messaging platform that helps online stores increase brand loyalty with personalized shopping experiences.
Why I picked Gladly: Gladly enables you to route conversations to the best support agent available for every conversation so they can act as a shopping assistant and make personalized recommendations. The platform also allows you to assign certain agents as dedicated support assistants for specific customers or customer segments, increasing the user’s shopping experience.
Gladly enables you to accept payments through your messaging channels, so your agents can complete purchases without having to redirect the lead to other pages. This helps you reduce your shop’s cart abandonment rate while also increasing customer satisfaction.
Gladly Standout Features and Integrations
Features include customer profiles, knowledge base creation, chat shopping, task management, workforce management, and reporting.
Integrations include Shopify, Magento, Big Commerce, Simplr, Delighted, Klaviyo, Facebook Messenger, Segment, Spree Commerce, and others.
Pros and cons
Pros:
- Makes it easy to create personalized shopping experiences for your customers
- Straightforward agent interface
- Great looking chat widget
Cons:
- The notifications that show up in the top navigation bar can be distracting
- Limited customization options
Intercom Messenger is a customer messaging software that helps businesses reduce the number of tickets they create with a live chat tool.
Why I picked Intercom Messenger: Intercom Messenger enables website visitors to find their own answers with a live chat widget. The software helps you automate your responses to frequently asked questions, so your agents can focus on more difficult inquiries.
Intercom Messenger also enables your support team to offer live chat support, so they can quickly solve inquiries before the visitor or customer leaves your website. This can be helpful for many online businesses, as it can help your team remove conversion obstacles before they become problematic.
Intercom Messenger Standout Features and Integrations
Features include chatbots, self-service portal creation, a drag-and-drop automated workflow builder, a customer satisfaction assessment, ticketing, and a mobile app compatible with iOS and Android devices.
Integrations include Google Analytics, Jira, Microsoft Outlook, Instagram, Segment, Slack, Stripe, Whatsapp, WordPress, Zoho Desk, and others.
Pros and cons
Pros:
- Comprehensive training library
- Makes it easy to create knowledge bases
- Powerful live chat widget
Cons:
- Pricing models could be easier to understand
- Users without technical knowledge can find it difficult to set up and personalize the solution’s advanced features
Best customer messaging platform for conversational marketing
Drift is a customer messaging platform that helps businesses drive user engagement with meaningful conversations.
Why I picked Drift Conversation Cloud: Drift enables your customer success specialists to understand your leads. The solution tracks the activity of your prospects, so your team members can recommend specific actions or answer questions to facilitate conversions.
Drift’s notification system helps you stay on top of all conversations, regardless of the communication channel. Your team can personalize the chat based on the user’s activity or shopping history, so it increases the customer experience you offer.
Drift Conversation Cloud Standout Features and Integrations
Features include conversational chatbots, a self-service portal, lead tracking, customer profiles, ticketing, and analytics.
Integrations include 6Sense, Clearbit, Databox, Drip, Front, Google Meet, HubSpot, Marketo, Microsoft Dynamics, Salesforce, and others.
Pros and cons
Pros:
- Helps you qualify leads for your sales team
- Proactive support team
- Makes it easy to create automated chat flows
Cons:
- Can be expensive for startups or small businesses
- Navigation menu can be confusing at times
Gorgias is a customer messaging platform that’s designed to help ecommerce businesses increase their conversions with improved communications.
Why I picked Gorgias: Gorgias helps you improve the shopping experience you offer on your ecommerce website. The software offers ecommerce-specific features, allowing you to perform specific actions without leaving the chat window. So instead of creating a ticket and pushing it to another department, your agents can simply update an order’s shipping address or cancel an order on the spot.
Gorgias also helps international ecommerce stores to answer customer questions 24/7. The platform’s chatbots can help you automate your FAQs, so your website visitors can instantly get answers to questions regarding shipping, available sizes, and more.
Gorgias Standout Features and Integrations
Features include one inbox, chatbots, helpdesk, customer profiles, task automation, chat messaging, and push notifications.
Integrations include Facebook Messenger, Instagram, Judge.me, JustCall, Klaviyo, Magento, NetSuite, Shopify, Twitter, and others.
Pros and cons
Pros:
- Autoreplies answer FAQs in seconds
- Straightforward design
- Deep Shopify integration
Cons:
- Limited reporting
- Training library could be more extensive
Other Customer Messaging Software
Here are a few more worthwhile options that didn’t make the best customer messaging platforms list:
Related CX Software Reviews
If you still haven't found what you're looking for here, check out these related customer experience management tools that we've tested and evaluated.
- Customer Service Software
- Help Desk Software
- Call Center Software
- Digital Experience Platform
- Sentiment Analysis Tools
- Customer Experience Management Software
Selection Criteria Customer Messaging Platforms
Selecting the right customer messaging platform hinges on identifying software that meets the basic functional requirements and addresses specific use cases crucial to your business. Through comprehensive testing and research, my evaluation process prioritizes software that addresses the core objectives and challenges of managing diverse customer communications through a unified interface.
Core Customer Messaging Platforms Functionality: 25% of total weighting score
Common features for customer messaging platforms typically include live chat, automation tools, omnichannel messaging capabilities, customizable chat widgets, CRM integrations, analytics and reporting, AI and chatbots, team collaboration tools, mobile messaging, and security protocols. To be considered for inclusion on my list of the best customer messaging platforms, the solution had to support the ability to fulfill common use cases. These include:
- Centralizing multi-channel communications in one interface
- Automating repetitive tasks
- Prioritizing messages to swiftly address urgent customer needs
- Seamlessly integrating with existing communication and marketing tools.
- Offering transparent pricing with a compelling return on investment through a comprehensive feature set.
Additional Standout Features: 25% of total weighting score
- Unique integrations that extend functionality beyond basic customer service, such as marketing automation or sales funnel integration
- Advanced AI capabilities for more nuanced customer interactions beyond standard FAQs
- Customizable analytics dashboards that go beyond generic reports to offer deep insights tailored to specific business needs
- Innovative security features ensuring data protection at a higher level than industry standards
- Exceptional customization options allowing the platform to feel truly integrated into the business's branding and workflows
Usability: 10% of total weighting score
- Intuitive interface design that requires minimal training for new users
- Streamlined workflows that reduce the number of clicks to complete tasks
- Mobile optimization for seamless use across devices
- Clear, logical navigation paths that intuitively guide users through the platform's features
Onboarding: 10% of total weighting score
- Comprehensive onboarding processes that guide new users through setup and initial use
- Availability of resources like training videos, product tours, and templates
- Interactive support options, such as onboarding chatbots or live webinars
- Community forums or user groups for peer-to-peer support and advice
Customer Support: 10% of total weighting score
- Rapid response times across multiple support channels
- Access to a knowledge base for self-service support
- Dedicated account management for personalized assistance
- Ongoing training and education opportunities to ensure users can leverage all features
Value For Money: 10% of total weighting score
- Transparent pricing structures without hidden fees
- Flexible plans that scale with business growth
- Demonstrable ROI through features that directly contribute to efficiency and customer satisfaction
- Free trials or demo versions to assess value before commitment
Customer Reviews: 10% of total weighting score
- High overall satisfaction ratings indicating the platform meets or exceeds user expectations
- Positive feedback on specific features important to user workflows, like the efficiency of automation tools or the quality of analytics
- Reports of strong customer support experiences
- Testimonials highlighting the platform's impact on business metrics, such as response times or customer satisfaction scores
When selecting customer messaging platforms, prioritize tools that offer advanced features and a user-centric experience. The right choice will not only meet the immediate needs of your business but also support its growth and evolution over time.
Trends in Customer Messaging Software
Driven by the need for seamless, efficient interaction across multiple channels, customer messaging platforms are rapidly evolving. I sourced countless product updates, press releases, and release logs to uncover the most important insights:
- Integration of AI and Machine Learning: Enhanced AI capabilities for predictive customer service and personalized communication. This evolution shows a clear trend towards automating responses and actions based on customer behavior, significantly improving efficiency.
- Real-Time Messaging Capabilities: The push for real-time communication options, such as live chat and instant messaging, is evident in recent updates. These features are critical for businesses looking to engage customers with immediacy and relevance, directly impacting customer retention and loyalty.
- Blockchain for Customer Verification: Use of blockchain technology for secure customer verification processes. This novel approach addresses concerns around security and privacy in digital communications.
- Voice and Video Integration: Some platforms have begun integrating direct voice and video call functionalities within the messaging interface, offering a more intimate and immediate way to engage with customers, which was less common in previous years.
- Dwindling Email-Based Support Tickets: Decline in the emphasis on traditional email support in favor of real-time and automated solutions. This shift suggests a decrease in customer patience for delayed responses.
The move towards more integrated, intelligent, and secure communication solutions reflects broader shifts in consumer expectations and technological capabilities. As platforms continue to innovate, prioritizing these key features and functionalities will be essential for businesses looking to enhance their customer engagement and support strategies effectively.
What are Customer Messaging Platforms?
Customer messaging platforms are digital tools that help businesses communicate with prospects and customers through multiple messaging channels, such as live chat widgets, emails, or social media platforms. They offer personalization tools, as well as automated responses to improve the quality and speed of responses.
In today’s business environment, customer messaging platforms are essential to companies who want to deliver exceptional customer experiences. They make customer communications more efficient, leading to more engaged customers and improved user experiences. They also help companies scale their operations using data-driven insights, automation, and integrations with other key systems.
Features of Customer Messaging Platforms
When choosing a customer messaging platform to enhance your business's communication strategy, it's crucial to select one that streamlines interactions with prospects and customers across various channels. The right platform will help manage customer communications more efficiently, allowing you to prioritize and manage messages in a single interface. Here are the key features to look for:
- Unified Messaging Interface - Integrates multiple channels into one dashboard. This feature is essential for managing all customer interactions in one place, making it easier to respond promptly without switching between different platforms.
- Automated Workflows - Streamlines repetitive tasks with automation. Automation helps in efficiently handling common inquiries and operational tasks, freeing up time to focus on more complex customer needs.
- Real-Time Messaging - Offers immediate communication with customers. Immediate responses through live chat or instant messaging can significantly enhance customer satisfaction and engagement.
- Multi-Channel Support - Integrates various communication channels like email, SMS, and social media. Supporting multiple channels ensures that you can meet customers on their preferred platforms, offering seamless communication experiences.
- Customizable Chat Widgets - Allows personalization of chat interfaces on your website. Tailoring chat widgets to match your brand increases brand consistency and provides a familiar environment for customer interactions.
- AI and Chatbots - Leverages artificial intelligence for automated customer service. AI and chatbots can handle initial customer inquiries, provide instant responses, and route complex issues to human agents, optimizing response times.
- Analytics and Reporting - Generates insights into customer interactions and team performance. Analytics help in understanding customer behavior, agent performance, and identifying areas for improvement in communication strategies.
- Integrations with CRM Systems - Syncs with customer relationship management software. Integrating with CRM systems allows for a holistic view of customer interactions across all touchpoints, enhancing personalized communication.
- Team Collaboration Tools - Enables internal team communication and collaboration. Effective team collaboration within the platform ensures that customer inquiries are addressed by the right person, improving resolution times.
- Security and Compliance - Ensures data protection and compliance with regulations. Keeping customer data secure and adhering to privacy laws is fundamental, especially in industries with strict regulatory requirements.
Selecting a customer messaging platform with these features ensures your business can efficiently manage communications across various channels, improving customer satisfaction and driving engagement. Remember, the goal is to offer an integrated and seamless experience for both your team and your customers, fostering positive relationships and supporting business growth.
Benefits of Customer Messaging Software
The right customer messaging platform can elevate your customer service and engagement efforts. These platforms offer features designed to streamline how companies communicate with their customers, making interactions more efficient and impactful. Let's explore five primary benefits of customer messaging platforms for users and organizations:
- Enhanced Customer Satisfaction - Ensures quick and personalized responses. Quick, personalized communication via these platforms boosts customer satisfaction by addressing their needs promptly and effectively.
- Increased Efficiency and Productivity - Automates routine tasks and consolidates communications. Automation of common inquiries and a unified inbox for messages across channels enable teams to manage customer interactions more efficiently, allowing them to dedicate more time to complex tasks.
- Improved Customer Engagement - Enables proactive outreach and support. Businesses can use these platforms to initiate conversations, send targeted messages, and automate campaigns, fostering stronger relationships and enhancing customer loyalty.
- Better Team Collaboration - Simplifies internal communication about customer support. Internal collaboration tools within these platforms facilitate seamless discussions among team members, leading to more cohesive and effective customer support strategies.
- Insightful Analytics and Reporting - Delivers valuable insights into customer behavior and preferences. Accessing analytics through these platforms helps businesses gain a deeper understanding of their customers, evaluate the performance of their service teams, and refine their engagement strategies accordingly.
Adopting a customer messaging platform can radically transform the way businesses interact with their clientele. By offering a mix of personalization, efficiency, and strategic insight, these platforms can help elevate customer satisfaction and enhance operational effectiveness.
Cost & Pricing for Customer Messaging Software
With a range of plans and pricing tailored to different business needs, you need to understand what each plan offers. This ensures that your selected software fits within your budget and also supports your business objectives.
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free | $0 | Basic messaging capabilities, limited automation, access to standard channels (email, chat), basic analytics |
| Basic | $10 - $50 per user/month | Multi-channel support, enhanced automation, CRM integrations, access to analytics and reporting |
| Professional | $50 - $100 per user/month | Advanced analytics, increased automation and customization options, higher volume of messages, more integration options |
| Enterprise | $100+ per user/month | Custom integrations, dedicated support, advanced security features, unlimited messaging, comprehensive analytics and reporting |
Overall, you should carefully assess your business needs, budget, and desired features when choosing a plan for a customer messaging platform. Considerations such as the size of the team, complexity of workflows, integration requirements, and level of support needed are essential factors to weigh when selecting the most suitable plan. Additionally, you should review the scalability options offered by each plan to ensure the software can grow with your business. By evaluating these factors, you can make an informed decision and choose a plan that best aligns with your requirements and budget.
New & Noteworthy Product Updates
Below, you’ll find my take on the latest and greatest product updates for customer messaging platforms. Discover what’s now possible through feature releases, improvements, and updates on web, desktop, and mobile apps. Learn what’s new, if it’s hot—or not, and why it matters for managing customer communications more efficiently.
May 2024: Customer Messaging Platform Updates
Bird Update Notes
Bird's new update introduces shared macros for customer support, allowing agents to select predefined responses with personalized content directly from a conversation. This feature streamlines the process of responding to common inquiries.
This enables support teams to manage customer communications more efficiently by significantly reducing the time agents spend crafting responses to common inquiries. It streamlines the support process, allowing agents to focus on more complex issues while maintaining high-quality, personalized communication. The use of shared macros also promotes uniformity in responses, ensuring that all customers receive accurate and coherent information.
Verdict: Hot! Shared macros allow agents to quickly and consistently respond to common inquiries, improving efficiency and reducing response times.
April 2024: Customer Messaging Platform Updates
Front Update Notes
Front's new feature update enables linking conversations across different channels, allowing users to link an SMS message to an email or a chat message to a WhatsApp conversation. This functionality helps keep track of related conversation follow-ups, even if they occur on separate channels, ensuring all relevant communications are connected and easily accessible.
This update helps teams manage customer communications more efficiently and eliminates the fragmentation of conversations across various platforms. It allows support teams to have a unified view of all interactions with a customer, regardless of the channel used, enhancing their ability to provide cohesive and informed responses.
Verdict: Hot! Linking conversations provides a unified view of customer interactions, significantly enhancing the efficiency and effectiveness of support teams.
HubSpot Update Notes
HubSpot's new Service Hub bridges the gap between customer success and customer service teams by bringing them together under one hub. It integrates multiple communication channels such as chat, email, forms, calling, WhatsApp, and Facebook Messenger into a single help desk workspace. The Service Hub also includes skill-based routing to match customer queries with the right agents, a Customer Success Workspace for managing accounts, and a Customer Health Score feature to monitor retention and identify churn risks.
This update centralizes communication channels and leverages smart CRM insights to help teams handle complex issues more effectively, ensuring customers receive timely, knowledgeable support. The integration of skill-based routing and customer health insights ensures that customer inquiries are handled by the most knowledgeable agents, improving response quality and customer satisfaction.
Verdict: Hot! This update centralizes communication channels and leverages CRM insights to enhance the support team's ability to deliver timely and knowledgeable assistance.
Customer Messaging Platforms: Frequently Asked Questions
How do customer messaging platforms work?
Customer messaging platforms integrate with third-party communication solutions, such as live chat widgets, social media platforms, email automation platforms, instant messaging apps, and telecom providers. The platforms pull data from all these tools and create a centralized location for all your communication channels so you can manage all your messages in a single interface.
What is omnichannel messaging?
Omnichannel messaging is a communication strategy that enables businesses to engage their prospects, leads, and customers on all the communication channels they use, such as social media platforms, live chat, email, voice and/or video calls, text messaging, and so on.
What role does customer feedback play in shaping messaging strategies?
Customer feedback is fundamental to shaping effective messaging strategies. It provides insights into what resonates with your audience and what doesn’t. By leveraging Voice of Customer (VoC) programs, your team can test and refine value propositions with actual customer responses rather than assumptions. This process involves asking targeted questions through surveys and focus groups to gauge the appeal of marketing messages and understand any confusion or desired changes. Successful messaging strategies are built on a deep understanding of customer needs, preferences, and pain points, making feedback essential for crafting messages that truly connect and drive loyalty
How can businesses measure the success of their messaging efforts?
Measuring the success of messaging efforts involves looking at key performance indicators (KPIs) that reflect customer engagement and satisfaction. Metrics like open rates, click-through rates, conversion rates, and customer feedback can provide valuable insights. Moreover, advanced analytics tools enable businesses to track the customer journey and identify how messaging impacts behavior at different stages. Adjustments and optimizations are then made based on this data to improve messaging effectiveness and overall customer experience
How can businesses ensure compliance with regulations in customer messaging?
Ensuring compliance in customer messaging involves staying updated with relevant laws and regulations, such as GDPR for European customers and CCPA in California, which dictate how personal data can be collected, stored, and used. Businesses should adopt practices like obtaining explicit consent for customer data collection and messaging, providing clear opt-out options, and ensuring data security to protect customer information. Regular training for staff on compliance issues and regular audits of messaging practices can also help maintain compliance and avoid legal pitfalls
How else can I improve my customer experience?
Offering top-class customer service is a crucial part of customer experience, but there are also some different strategies you can try, such as:
- Optimizing your website for mobile devices
- Offering low shipping rates and generous return policies
- Use detailed product descriptions
- Adding photos that enable the user to see the products from different angles
- Offering discounts to returning customers
Provide great service with customer messaging platforms
Customer messaging platforms help you provide great customer service by bringing all your communications together and shortening your response times. And the impact of great service can be huge for your company. As Barry McCarthy, CEO of Deluxe, said:
“When considering how your business approaches customer service, remember that customers won’t simply compare you with other businesses within your industry. The bar for customer service is set by the best — not just the best of your direct competitors. Never forget you can find success with a barely competitive product, coupled with outstanding customer experience.”
If you want to discover new ways of improving your customer service, I recommend checking out the following resources too:
- Follow the Yellow Click Road: The Digital Customer Journey
- Examples of Customer Service Goals for Your CX Teams
- Voice of Customer Analytics: Are You Listening?
- Best Customer Communications Management Software
Lastly, sign up for the CX Lead newsletter to receive the latest insights from top thinkers in the industry.