The Ultimate Guide to Finding the Best Customer Communication Platform in 2021




Effective customer communication is essential for the success of any business. In today’s digital age, businesses need to leverage the power of customer communication platforms to build strong relationships and provide exceptional service. In this blog post, we will explore the best customer communication platforms available, and discuss key factors to consider when choosing the right one for your business.

Understanding Customer Communication Platforms

Definition and purpose of customer communication platforms: Customer communication platforms are tools or software that enable businesses to interact and engage with their customers through various channels such as email, live chat, social media, and more. These platforms centralize communication, streamline processes, and enhance customer experience.

Benefits of using customer communication platforms: There are numerous benefits to using customer communication platforms. Firstly, they help businesses establish seamless communication channels, allowing them to respond promptly to customer queries, concerns, or feedback. Secondly, these platforms enable businesses to personalize their communication, creating a more personalized customer experience. Finally, customer communication platforms provide valuable insights and analytics, allowing businesses to measure their performance and optimize their strategies.

Key Factors to Consider when Choosing a Customer Communication Platform

Integration capabilities: When selecting a customer communication platform, it is crucial to consider its integration capabilities. Ensure that the platform can integrate with your existing CRM, support ticket system, or other tools you use to manage customer interactions. This will help you centralize and streamline your communication efforts.

Ease of use and user experience: A user-friendly interface and intuitive design are essential factors to consider. Your team should be able to navigate and utilize the platform seamlessly without extensive training, which helps to improve overall efficiency.

Security and data privacy: Protecting your customers’ data is essential. Look for platforms that follow strict security protocols and comply with relevant data privacy regulations. Make sure the platform encrypts communication, provides access controls, and maintains robust data protection measures.

Scalability and flexibility: As your business grows, your customer communication needs may evolve. Select a platform that can scale with your business and offers flexibility in terms of features and customization options. This will allow you to adapt and optimize your communication strategies as your customer base expands.

Analytics and reporting features: To measure the effectiveness of your communication efforts, choose a platform that provides comprehensive analytics and reporting features. This will enable you to track key performance metrics, such as response time, customer satisfaction ratings, and conversion rates.

Types of Customer Communication Platforms

Email marketing platforms: Email marketing platforms are widely used for customer communication. They allow businesses to send targeted emails, automate campaigns, and track engagement metrics.

Live chat software: Live chat software enables businesses to engage with customers in real-time. It provides instant support and assistance, leading to increased customer satisfaction.

Customer support ticket systems: Ticketing systems help businesses manage customer inquiries and support requests efficiently. They track and prioritize tickets, ensuring no customer query goes unanswered.

SMS and text messaging services: SMS and text messaging services are effective for quick and direct communication with customers. They can be used for transactional messages, order updates, promotions, and more.

Social media management tools: Social media platforms have become vital for customer communication. Social media management tools allow businesses to monitor and respond to customer inquiries, comments, and feedback across various platforms.

Comparison of Popular Customer Communication Platforms

Customer communication platform A:

Features and benefits: This platform offers a comprehensive suite of communication tools, including email marketing, live chat, and social media management. It provides seamless integration with popular CRMs and offers advanced analytics and reporting features.

Pricing options: Customer communication platform A offers flexible pricing plans based on the business size and communication needs. They offer a free trial period for new users to explore its capabilities.

Pros: Easy to use, extensive integrations, robust reporting features

Cons: Higher price point for advanced features

Customer communication platform B:

Features and benefits: This platform specializes in live chat software and provides chatbots for quick and automated responses. It offers customization options, integration with other tools, and real-time monitoring.

Pricing options: Customer communication platform B offers tiered pricing plans, suitable for businesses of all sizes. They have a free plan for limited features and offer a demo for potential users.

Pros: Excellent live chat functionality, customizable options, affordable pricing

Cons: Limited email marketing features

Customer communication platform C:

Features and benefits: This platform focuses on customer support ticket systems. It provides an intuitive dashboard to manage and prioritize support tickets effectively. It also offers automation features and integration with popular help desk software.

Pricing options: Customer communication platform C offers a range of pricing plans, including a free plan for small businesses. They also provide a trial period for users to evaluate its features.

Pros: Efficient ticket management, automation features, competitive pricing

Cons: Limited social media management functionalities

Tips for Evaluating and Choosing the Right Customer Communication Platform

Assessing your business needs: First, evaluate your specific communication requirements. Consider your current infrastructure, customer base, and how you want to engage with your customers. This will help you identify the features and functionalities you need in a platform.

Researching and reading reviews: Look for customer reviews and feedback on different platforms. These insights can give you a clear understanding of the strengths and weaknesses of each platform from the user’s perspective.

Requesting demos and trials: Reach out to the providers and request demos or trials of their platforms. This allows you to experience the user interface, test the features, and ensure the platform meets your expectations.

Considering costs and budget: Compare pricing plans, taking into account your budget and scalability requirements. Find a platform that provides the necessary features within your financial means, ensuring it offers long-term value.

Best Practices for Implementing a Customer Communication Platform

Setting clear communication goals: Before implementing a customer communication platform, establish clear goals and objectives. Define the level of customer service you want to achieve and how the platform can help you meet those goals.

Training and onboarding your team: Invest in training your team on using the platform effectively. Offer onboarding sessions and resources to ensure everyone is knowledgeable and can make the most of the platform’s capabilities.

Customizing and personalizing your messages: Tailor your communication to each customer by utilizing personalization options provided by the platform. This will help you build stronger relationships and improve the overall customer experience.

Monitoring and analyzing performance: Regularly monitor and analyze the performance of your communication efforts. Use the analytics and reporting features of the platform to identify areas for improvement and optimize your strategies for better results.


In conclusion, choosing the right customer communication platform is crucial for businesses to enhance their customer experience and build lasting relationships. By considering key factors such as integration capabilities, ease of use, security, scalability, and analytics features, you can make an informed decision. Evaluate different types of customer communication platforms, compare popular options, and follow best practices for implementation. Remember, finding the best customer communication platform for your business can be a game-changer in delivering exceptional customer service and driving growth.


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