20+ Best Customer Communication Tools to Improve Relationships

customer communication tools

Every delightful customer experience starts with communication.

33% of customers worldwide expressed that getting their issues resolved in a single interaction, irrespective of the time spent, matters more to them. This kind of customer service is possible, only when you have the best communication stack ready for your business.

To help you get a powerful customer communication tool stack for your business that helps you deliver great service with every interaction, we’ve curated a list for you.

Our list of 20+ customer communication tools will help you identify the best possible options for your business. But before we dive straight into the tools, we’d like to touch upon a few basics that include:

A Quick Overview of Customer Communication Tools & Their Key Features

Product Features Pricing
Live Chat Software
  • ProProfs Chat
  • Helps you connect and engage faster
  • Captures leads and prospects with pre-chat form
  • Improves response time with canned messages
  • Brings proactive conversations to life with chat greetings
    • Essentials Plan: $10/user/mon
    • Premium Plan: $15/user/mon
    • Enterprise Plan: Request a quote
      • LiveChat
      • Offers you a message sneak-peek
      • Helps you share files during ongoing conversation
      • Enables you to improve team performance with agent reports
      • Allows you to connect with multiple messaging channels
        • Starter Plan: $16/agent/mon
        • Team Plan: $33/agnet/mon
        • Business Plan: $50/agent/mon
        • Enterprise Plan: Request a quote
          • Olark
          • Routes visitors to the right department
          • Helps you customize chat widget as per company theme
          • Allows you to show and hide chat icon on high-conversion pages
          • Enables you to engage with prospects right away
            • Starts at $19/user/mon.
              Help Desk Software
              • ProProfs Help Desk
              • Allows you to route tickets to the right department automatically
              • Helps your agents leave internal notes for all
              • Offers the mobile app that supports all features
              • Notifies your agents if a ticket is overdue
                • Free Plan: $0/agent/mon
                • Essentials Plan: $10/agent/mon
                • Premium Plan: $15/agent/mon
                  • DelightChat
                  • Answers Instagram comments from the dashboard
                  • Addresses Facebook comments from the dashboard
                  • Supports a shared inbox
                  • Prevents duplicate replies on same tickets with collision detection
                    • Startup Plan: $29/500 tickets/mon
                    • Scale Plan: $99/2000 tickets/mon
                    • Growth Plan: $249/6000 tickets/mon
                    • Enterprise Plan: Request a quote
                      • HubSpot Service Hub
                      • All in one communication tool.
                      • Help Desk and Ticketing
                      • Live Chat
                      • Automate emails, responses, and other parts of customer service
                        • Free plan - $0/mon
                        • Starter - From $45/mon
                        • Professional - From $360/mon
                        • Enterprise - From $1200/mon
                          Messaging Platforms
                          • Facebook Messenger for Business
                          • Helps you express better with emojis
                          • Enables you to change the theme of the messenger
                          • Helps you reply back to selected conversations
                          • Allows you to add face id to secure chats
                            • Free messaging platform
                              • ManyChat
                              • Helps you segment customers with tags
                              • Allows you to create automated message drip sequences
                              • Integrates well with other communication channels
                              • Offers email support anytime, anywhere
                                • Free Plan: $0/mon
                                • Pro Plan: $10/mon
                                • Business Plan: Request a quote
                                  Chatbot Software
                                  • Chatbot.com
                                  • Offers you pre-built templates to create chatbots
                                  • Adds more teammates to help you build better bot
                                  • Understands how your chatbot performed during conversations
                                  • Helps you capture customer details during conversations
                                    • Starter Plan: $42/mon/active chatbot
                                    • Team Plan: $126/mon/5 active chatbots
                                    • Business Plan: $424/mon/unlimited active chatbots
                                    • Enterprise Plan: Request a quote
                                      • ProProfs ChatBot
                                      • Offers an easy to use chatbot builder
                                      • Helps you drag and drop conversations
                                      • Offers multiple chatbot templates
                                      • Helps you capture leads right away
                                        • Starts at $499/year.
                                          • Tidio
                                          • Helps you welcome new visitors with customized message
                                          • Reaches out to visitors before they decide to leave your website
                                          • Allows you to measure how the chatbot is performing
                                          • Integrates well with Zapier and MailChimp
                                            • Free Plan: $0/mon
                                            • Chatbots Plan: $18/mon
                                            • Communicator Plan: $18/mon
                                            • Mailing Plan: $10/mon
                                              Call Center Software
                                              • Aircall
                                              • Helps you create toll free numbers with local area codes
                                              • Allows you to claim international numbers
                                              • Customizes your call schedules based on business hours
                                              • Makes call routing a piece of cake for instant support
                                                • Essentials Plan: $30/user/mon
                                                • Professional Plan: $50/user/mon
                                                • Custom Plan: Request a quote
                                                  • Talkdesk
                                                  • Reduces cost per case with AI trainer
                                                  • Improves operational efficiency with speech analytics
                                                  • Helps you take call backups with Proxy
                                                  • Makes card transactions easier with PCI payments
                                                    • Professional Plan: Request a quote
                                                    • Professional Plus Plan: Request a quote
                                                    • Enterprise Plan: Request a quote
                                                      • RingCentral
                                                      • Offers messaging and video services besides call
                                                      • Supports the Android and iOS mobile app
                                                      • Helps you record calls at all times
                                                      • Integrates with CRM like Salesforce, Zendesk, and more
                                                        • Essentials Plan: $19.99/user/mon
                                                        • Standard Plan: $27.99/user/mon
                                                        • Premium Plan: $34.99/user/mon
                                                        • Ultimate Plan: $49.99/user/mon
                                                          Newsletter Software
                                                          • AWeber
                                                          • Helps you create newsletters in the app
                                                          • Integrates with Canva to create beautiful emails
                                                          • Gives a professional look to the email newsletters
                                                          • Creates landing pages, forms and more besides newsletters
                                                            • Free Plan: $0/mon
                                                            • Pro Plan: $16.15/mon
                                                              • Mailjet
                                                              • Creates a dedicated email creation space for marketing teams
                                                              • Enables you to create beautiful emails to customers
                                                              • Allows team collaboration during email creation process
                                                              • Adds more subscribers to the list with subscription form builder
                                                                • Free Plan: $0/mon
                                                                • Essential Plan: $15/mon
                                                                • Premium Plan: $25/mon
                                                                • Custom Plan: Built upon request
                                                                  • Constant Contact
                                                                  • Supports drag and drop email builder
                                                                  • Curates welcome message for new email subscribers
                                                                  • Helps you segment the contacts in the right category
                                                                  • Resends email to non-openers
                                                                    • Email Plan: $17.38/mon
                                                                    • Email Plus Plan: $39.10/mon
                                                                      Online Discussion Communities
                                                                      • Reddit
                                                                      • Helps you cast positive votes
                                                                      • Allows customers to cast negative votes
                                                                      • Helps you rate posts with Karma points
                                                                      • Helps you raise questions and get good information
                                                                        • Free platform.
                                                                          • Twitter
                                                                          • Helps you learn what others are saying about your brand
                                                                          • Provides auto complete to write a tweet faster
                                                                          • Allows your customers to directly tweet in your group
                                                                          • Helps you build, maintain, and track tweet thread
                                                                            • Free platform.
                                                                              Customer Review Platform
                                                                              • Capterra
                                                                              • Helps you showcase your key features to those trying to learn about your brand
                                                                              • Displays both pros and cons to your customers and help them arrive at a decision
                                                                              • Helps your customers compare your services with other vendors and competitors
                                                                              • Allows your customers to drop in their detailed feedback that you can reply on
                                                                                • Both free and paid.
                                                                                  • G2.com
                                                                                  • Helps you list your product among other competitors
                                                                                  • Helps you track your visibility as a brand and optimize your profile
                                                                                  • Allows your customers to write reviews for your business
                                                                                  • Enables you to revert back to customer reviews
                                                                                    • Not mentioned.
                                                                                      • Google Reviews
                                                                                      • Helps you list your business on Google Business
                                                                                      • Helps you display what you do and your services
                                                                                      • Allows people to leave feedback of how their experience was
                                                                                      • Enables customers to add images to their feedback to make it interactive
                                                                                        • Free platform.

                                                                                          What are Customer Communication Tools?

                                                                                          Customer communication tools help businesses build seamless interaction experiences for their prospects and customers alike.

                                                                                          They can improve your communication experience by enabling your business to reach out to customers before they do. Another thing about communication tools in business is that they help you capture sales and support requests even while your agents are offline.

                                                                                          All in all, client communication tools can help your business connect, engage, and retain prospects and existing customers effortlessly.

                                                                                          Why Does Your Business Need Customer Communication Tools?

                                                                                          With client communication software, your business can stay connected with customers through their preferred channels of interaction.

                                                                                          But that’s just the beginning. These tools for communication allow your business to connect with customers on their terms. It becomes easier for you to offer them the right service at the right time.

                                                                                          Your customers no longer have to wait for minutes, and even sometimes hours, to get the solution to their problem. On top of that, they help you retain customers as you get to reach out to them before they do. You get the opportunity to resolve their challenges and encourage them to return frequently to your brand.

                                                                                          Mind you, communication tools also help to track previous customer interactions. This allows your agents to offer personalized experience to customers every time they approach for support.

                                                                                          In a nutshell, having the right tools for effective communication can help your business build stronger ties with customers in the long run.

                                                                                          How to Choose Customer Communication Tools for Your Business

                                                                                          The importance of communication tools is clear as a crystal to us. But simply understanding why they are beneficial for your business won’t help, instead choosing the right one will. Let’s take a look at the right criteria that can help your business choose the best tools to communicate with customers.

                                                                                          1. Should Have a Good Learning Curve

                                                                                          You wouldn’t want your team to spend a week or more simply figuring out how the tool would work for them. That’s why you should invest in communication tools that do not have a steep learning curve, ones that your team can pick up quickly.

                                                                                          2. Should Scale as Your Business Grows

                                                                                          Most of the communication tools come with a tab. That means you can communicate or send messages to a few prospects or customers under a plan. But as your business grows, you will require more features and the capacity to manage more customers than before. That’s why you should look for a tool that can scale as per your expectations and according to the growth of your business.

                                                                                          3. Should Fit Your Sales & Support Cost

                                                                                          These communication tools prove beneficial for both your sales and support teams. However, you need to make sure that the pricing of the tool fits within both your sales and support budget. This way you can concentrate on hiring the best team that will use those communication tools for your business.

                                                                                          4. Should Offer the Right Features

                                                                                          Your communication tools should offer the right features that make interactions between you and your customers a seamless experience. These features can be inclusive of video and audio calls, instant chat and messaging service, screen sharing, file sharing, taking notes and saving them for other agents, and much more.

                                                                                          5. Should Adhere to Security Expectations

                                                                                          Besides simply looking for tools for effective communication, you also need to ensure that the tool you choose adheres to all the security expectations or not. Check if the tool is GDPR compliant or not. This will help you build trust with customers as well because they’ll know that the information shared won’t be misused.

                                                                                          List of 20+ Best Customer Communication Tools

                                                                                          It can be tricky for businesses to invest in the best customer communication tools. After all, they need to meet the above given criteria or else they’ll miss out on the right engagement opportunities with their customers. 

                                                                                          However, there are too many options in the market that can easily confuse anyone and further delay the selection process of the communication tool. To make it easier for you, we’ve curated our own list of communication tools. They’ve been divided into multiple categories to help you get started.

                                                                                          Live Chat Software for Customer Service & Support

                                                                                          One of the first categories in our list of communication channels is live chat. They help your business connect and engage with customers and prospects alike faster than phone and emails. With the right live chat software, you can become more proactive and make sure customers get to connect with the right department to get answers to their questions.

                                                                                          1. ProProfs Chat

                                                                                          ProProfs Chat- Live chat software

                                                                                          ProProfs Chat is one of the top live chat solutions known for its capabilities of instantly connecting and engaging with website visitors. This live chat software supports features like announcements that not only help you communicate recent offers to visitors but also market your upcoming events and upgrades.

                                                                                          With ProProfs Chat, you can also greet visitors with proactive messages customized based on their browsing experience. On top of that, you can make sure they connect with the right department instantly and help them find solutions faster with routing features. And if that’s not enough, then surely its integration options are sure to take you by surprise. 

                                                                                          It allows you to integrate with more than 50 platforms that include marketing, communication, sales, and support tools. It’s ability to connect with multiple platforms makes it one of the most competitive live chat solutions in the market.

                                                                                          Key Features:

                                                                                          • Helps you connect and engage faster
                                                                                          • Captures leads and prospects with pre-chat form
                                                                                          • Allows you to integrate your favorite sales and marketing channels
                                                                                          • Improves response time with canned messages
                                                                                          • Brings proactive conversations to life with chat greetings

                                                                                          What we Liked?

                                                                                          We like how this tool supports 100+ customization options. That means users get the option to customize chat widget and other related settings such as chat greetings and announcements as per their likings.

                                                                                          What we Didn’t Like?

                                                                                          We would like to see a more upgraded mobile version for the iOS users to help them offer support anytime, anywhere.

                                                                                          Pricing:

                                                                                          • Essentials Plan: $10/user/mon
                                                                                          • Premium Plan: $15/user/mon
                                                                                          • Enterprise Plan: Request a quote

                                                                                          2. LiveChat

                                                                                          Livechat- connect with customer

                                                                                          LiveChat is known for offering generous features. It helps you improve your lead generation and sales process efficiently. Your sales team will surely enjoy having a conversation with your prospects in real-time, especially when they get to communicate with prospects in their native language. Other than that, you can integrate this live chat software with more than 200 platforms. That means you can get your favorite sales, support, and marketing tools together with LiveChat hassle-free.

                                                                                          Key Features:

                                                                                          • Offers you a message sneak-peek
                                                                                          • Helps you share files during ongoing conversation
                                                                                          • Allows your agents to refer chat history and transcripts for returning customers
                                                                                          • Enables you to improve team performance with agent reports
                                                                                          • Allows you to connect with multiple messaging channels

                                                                                          What we Liked?

                                                                                          One of the highlights of LiveChat is that it helps you communicate with prospects in multiple languages. That means you can offer support in their native language and make sure they find the right solution efficiently.

                                                                                          What we Didn’t Like?

                                                                                          There are times when a chat stops in the middle of the conversation. And the worst part is that you lose the data for those lost chats as well.

                                                                                          Pricing:

                                                                                          • Starter Plan: $16/agent/mon
                                                                                          • Team Plan: $33/agnet/mon
                                                                                          • Business Plan: $50/agent/mon
                                                                                          • Enterprise Plan: Request a quote

                                                                                          3. Olark

                                                                                          Olark- Live chat tool

                                                                                          Olark is yet another top live chat contender in the customer support industry. With the help of this live chat software, you can ensure that your agents get to reach visitors on your website proactively. Irrespective of how big your support and sales team is, you can easily manage and monitor their performance with the help of its detailed reports. What’s more, Olark helps you integrate with leading platforms like Hubspot, Mailchimp, WordPress, and more.

                                                                                          Key Features:

                                                                                          • Routes visitors to the right department
                                                                                          • Offers detailed reports and analytics to judge your performance better
                                                                                          • Helps you customize chat widget as per company theme
                                                                                          • Allows you to show and hide chat icon on high-conversion pages
                                                                                          • Enables you to engage with prospects right away

                                                                                          What we Liked?

                                                                                          The interface is quite clear and those using a live chat for the first time will find Olark to be quite convenient. The interface has no issues as such and helps your sales and support teams to connect proactively with customers.

                                                                                          What we Didn’t Like?

                                                                                          One of the biggest drawbacks is that Olark isn’t equipped well to have a complete conversation experience with visitors. You have to switch to other channels like email or video calls since you can send images and additional details during an ongoing chat.

                                                                                          Pricing:

                                                                                          Starts at $19/user/mon.

                                                                                          Help Desk Software to Never Miss an Opportunity

                                                                                          A help desk software comes to your rescue when your agents end up missing out on a support or sales opportunity. If that doesn’t put your mind at ease, then surely overcoming the lengthy email chains will certainly help you arrive at a decision. It’ll help you switch operators based on the changing flow of the conversation as well. Here’re the top picks for this section.

                                                                                          4. ProProfs Help Desk

                                                                                          Help Desk Software by proprofs

                                                                                          ProProfs Help Desk is yet another leading ticketing solution in the SaaS market that has helped multiple brands improve their customer’s support experience. It becomes a centralized platform that allows businesses to track incoming emails from all their business ids. That’s just the tip of the iceberg. You even get to manage both internal and external support requests at the same time. Besides improving customer communication, it even builds better collaboration among team members through features like internal notes and child tickets. You’re not just improving communication but also improving team efficiency at the same time.

                                                                                          Key Features:

                                                                                          • Allows you to route tickets to the right department automatically
                                                                                          • Helps your agents leave internal notes for all
                                                                                          • Offers the mobile app that supports all features
                                                                                          • Notifies your agents if a ticket is overdue
                                                                                          • Helps you create and set canned responses for repetitive support scenarios

                                                                                          What we Liked?

                                                                                          Shared inbox is one of the biggest highlights of ProProfs Help Desk. It enables your business to bring together all your email ids in one place and track them from one dashboard. 

                                                                                          What we Didn’t Like?

                                                                                          One of the biggest drawbacks of this help desk system is that it lacks integration options with some of the most popular platforms right now.

                                                                                          Pricing:

                                                                                          • Free Plan: $0/agent/mon
                                                                                          • Essentials Plan: $10/agent/mon
                                                                                          • Premium Plan: $15/agent/mon

                                                                                          5. DelightChat

                                                                                          Delightchat- Delightful customer service

                                                                                          DelightChat is a Shopify help desk to manage customer support across channels like email, Facebook, and Instagram from a single screen. Fast-growing Shopify stores use it to streamline customer service requests, reduce response time, and stay on top of all customer queries.

                                                                                          With DelightChat, you can view all Shopify order data next to the tickets, seamlessly collaborate with your team, automate your repetitive queries and analyze your support performance with detailed reporting. An easy-to-use interface, powerful features, and affordable pricing make DelightChat a great choice for modern eCommerce & DTC brands looking to deliver delightful support experiences.

                                                                                          Key Features:

                                                                                          • Answer Instagram comments from the dashboard
                                                                                          • Addresses Facebook comments from the dashboard
                                                                                          • Supports a shared inbox
                                                                                          • Improves collaboration with comments, follow-up reminders & more
                                                                                          • Prevents duplicate replies on same tickets with collision detection

                                                                                          What we Liked?

                                                                                          As an eCommerce help desk system, DelightChat stands out from a lot of its competitors. That’s because it supports a few distinct features like auto responders, tracking orders, modifying existing orders and more.

                                                                                          What we Didn’t Like?

                                                                                          While it’s an awesome help desk system with some of the best features, yet it has drawbacks. The tool is perfect for eCommerce purposes. However, it won’t yield the same results for businesses from other sectors.

                                                                                          Pricing:

                                                                                          • Startup Plan: $29/500 tickets/mon
                                                                                          • Scale Plan: $99/2000 tickets/mon
                                                                                          • Growth Plan: $249/6000 tickets/mon
                                                                                          • Enterprise Plan: Request a quote

                                                                                          6. HubSpot Service Hub

                                                                                          hubspot customer service software

                                                                                          HubSpot Service Hub is a great all-in-one solution for customer communication. You can easily manage customer communications with a help desk and seamlessly transfer customers to different departments based on their needs. Automate emails, responses, and alerts using customized email templates, live chat, and HubSpot’s CRM. Use templates to create surveys or newsletters quickly. Better still, HubSpot integrates with hundreds of third-party apps and software programs so that you can use all your favorite tools.   

                                                                                          Key Features:

                                                                                          • Help desk and ticketing to track customer replies across departments
                                                                                          • VoIP calls to analyze and communicate clearly
                                                                                          • Live chat to respond to customers at any time
                                                                                          • Customizable knowledge base for customers
                                                                                          • Automated emails, responses, alerts, and more
                                                                                          • Third-party integrations with over 800 apps
                                                                                          • Customer portal to route issues and solve problems faster

                                                                                          What we liked?

                                                                                          HubSpot offers the ability to automate much of the customer service experience, from transferring chats to reminding users to reply to open tickets. They offer 24-7 customer service, making it easy to get in touch. 

                                                                                          What we Didn’t Like?

                                                                                          The number of options can be overwhelming for first-time users. Some users report the chatbot can get laggy when used with other extensions. 

                                                                                          Pricing:

                                                                                          • Free plan at $0/month
                                                                                          • Starter plan starts at $45/month.
                                                                                          • Professional plan starts at $360/month. 
                                                                                          • Enterprise plan starts at $1200/month.  

                                                                                          Messaging Platforms for Seamless Connectivity

                                                                                          Up next is messaging platforms. These platforms help you create a seamless conversational experience in real-time for both businesses and customers. They are quick and help you connect faster with your prospects. Some of our top picks are listed below.

                                                                                          7. Facebook Messenger for Business

                                                                                          Facebook messenger for business

                                                                                          Facebook Messenger is one of the preferred messaging platforms by a lot of businesses. That’s not because it is a free platform but how it prompts its users to know that a customer would like to engage with them. Its interface is smooth and helps users create engaging conversational experiences. What’s more, it helps you customize your theme as per your likes. Mind you, Facebook Messenger also helps you share pictures and videos that can help your customers learn more about your services.

                                                                                          Key Features:

                                                                                          • Helps you express better with emojis
                                                                                          • Allows you to put a point across with AR and message effects
                                                                                          • Enables you to change the theme of the messenger
                                                                                          • Helps you reply back to selected conversations
                                                                                          • Allows you to add face id to secure chats

                                                                                          What we Liked?

                                                                                          We liked how quick it is and sends regular notifications the moment a customer reaches out for support.

                                                                                          What we Didn’t Like?

                                                                                          As friendly Facebook Messenger may seem and easy to use, the more it compromises on information. A lot of users have felt that customer data gets compromised when using this messenger facility.

                                                                                          Pricing:

                                                                                          Free messaging platform.

                                                                                          8. ManyChat

                                                                                          Manychat- meet chat marketing

                                                                                          ManyChat is one of the renowned messaging platforms that helps your business improve both sales and marketing conversational experience. It allows you to build a chatbot in a matter of a few minutes, thanks to their range of pre-built templates. It even allows you to connect your ManyChat account with other communication and marketing platforms such as MailChimp. It is perfect for engaging people right away and letting them know what your business can do for them.

                                                                                          Key Features:

                                                                                          • Helps you segment customers with tags
                                                                                          • Allows you to create automated message drip sequences
                                                                                          • Integrates well with other communication channels
                                                                                          • Offers email support anytime, anywhere
                                                                                          • Enables you to connect with customers via email, SMS and other platforms

                                                                                          What we Liked?

                                                                                          ManyChat is also known for automating the conversational experience. However, it also helps you automate your marketing efforts for customers and makes sure that you get to grow your customer list as well.

                                                                                          What we Didn’t Like?

                                                                                          They don’t offer the best support that can leave a lot of users frustrated. A lot of customers have consistently complained about how they couldn’t get in touch with the support team when needed.

                                                                                          Pricing:

                                                                                          • Free Plan: $0/mon
                                                                                          • Pro Plan: $10/mon
                                                                                          • Business Plan: Request a quote

                                                                                          Chatbot Software for Automating Support & Sales 

                                                                                          Automation has become quite a crucial aspect of support and sales automation. The fact that they make communication easier with customers and direct them better towards the bottom of your sales speaks volumes. In this category, we aim to explore chatbot solutions that automate sales and support conversational experiences seamlessly.

                                                                                          9. Chatbot.com

                                                                                          Chatbot.com- Automate customer service

                                                                                          ChatBot.com claims to be the complete automation solution for your sales and support teams. It promises a platform that helps you build a chatbot without any coding knowledge. You can easily test and customize it for your business and make sure that you never miss out on support requests. It even offers you a range of chatbot templates to help you get started with the creation process the moment you sign up.

                                                                                          Key Features:

                                                                                          • Offers you pre-built templates to create chatbots
                                                                                          • Adds more teammates to help you build better bot
                                                                                          • Understands how your chatbot performed during conversations
                                                                                          • Helps you capture customer details during conversations
                                                                                          • Allows you to segment, organize and transfer leads to your CRM

                                                                                          What we Liked?

                                                                                          This software is perfect for helping your business build better communication experience for customers and capture leads at the right time.

                                                                                          What we Didn’t Like?

                                                                                          The fact that it can’t handle complex complaints and doesn’t redirect customers to the right department when needed. This clearly shows the product is new and still evolving.

                                                                                          Pricing:

                                                                                          • Starter Plan: $42/mon/active chatbot
                                                                                          • Team Plan: $126/mon/5 active chatbots
                                                                                          • Business Plan: $424/mon/unlimited active chatbots
                                                                                          • Enterprise Plan: Request a quote.

                                                                                          10. ProProfs ChatBot

                                                                                          ProProfs chatbot- Chatbot builder

                                                                                          ProProfs ChatBot is another chatbot builder that your business can check out. This communication tool helps you automate the conversational experience for customers and helps them find a solution faster. It will help your agents connect faster with customers who have a complex issue at hand and need instant answers. On top of that, ProProfs ChatBot also offers a range of templates that are inclusive of lead generation, ticketing bot and more. Other than an easier building process, it will also help you capture qualified leads and add them to your CRM and email marketing software.

                                                                                          Key Features:

                                                                                          • Offers an easy to use chatbot builder
                                                                                          • Helps you drag and drop conversations 
                                                                                          • Offers multiple chatbot templates
                                                                                          • Helps you capture leads right away
                                                                                          • Allows you to customize chatbot your way

                                                                                          What we Liked?

                                                                                          We like how you need literally no coding knowledge prior to using this software. You can simply create one from scratch or use existing templates to customize and set up your own.

                                                                                          What we Didn’t Like?

                                                                                          We believe that this would be called as a complete chatbot software once it starts generating reports on how the chatbot performed during a certain time frame.

                                                                                          Pricing:

                                                                                          Starts at $499/year.

                                                                                          11. Tidio

                                                                                          Tidio chatbot

                                                                                          Tidio helps your business to convert the 24×7 support concept into reality. It’s chatbot facility enables your business to automate the conversation between your brand and customers. It even automates the lead generation process which is an integral quality in any communication channel. Tidio’s chatbot will help you avoid cart abandonment, track order status, monitor product availability, and more, therefore helping your agents work on complex challenges.

                                                                                          Key Features:

                                                                                          • Helps you welcome new visitors with a customized message
                                                                                          • Reaches out to visitors before they decide to leave your website
                                                                                          • Asks your customers if they’d like to get in touch with your operators on call
                                                                                          • Allows you to measure how the chatbot is performing
                                                                                          • Integrates well with Zapier and MailChimp

                                                                                          What we Liked?

                                                                                          We like how this service provider thinks for the startups. They offer a free plan that enables them to offer online support without making any investments. 

                                                                                          What we Didn’t Like?

                                                                                          While they offer a free plan and it helps them stand out, still their pricing may seem higher for businesses. As you scale the use of the software according to your growing needs, you will realize how they’ll charge you more for adding extra users to the plan. 

                                                                                          Pricing:

                                                                                          • Free Plan: $0/mon
                                                                                          • Chatbots Plan: $18/mon
                                                                                          • Communicator Plan: $18/mon
                                                                                          • Mailing Plan: $10/mon

                                                                                          Call Center Software for Improved Phone Support

                                                                                          Let’s not forget that before any communication tool, call centers with phone support were the first ones to help businesses communicate with customers in real-time. And those following the same legacy even now will find the following call center software solutions to improve phone support process useful.

                                                                                          12. Aircall

                                                                                          Aircall- call center software

                                                                                          Aircall is one of the best customer communication tools in the market that your business must try. From phone system features to that of productivity, it manages it all for your call center set up. It even allows you to make changes to your system settings anytime you want and enables you to improve the call queue process for your business. This way you can make sure that no support or sales call is missed by either of your agents while they are online. With custom filters, you also get to find the exact conversation your agents search for and improvise the experience of a returning customer.

                                                                                          Key Features:

                                                                                          • Helps you create toll free numbers with local area codes
                                                                                          • Allows you to claim international numbers 
                                                                                          • Customizes your call schedules based on business hours
                                                                                          • Makes call routing a piece of cake for instant support
                                                                                          • Enables you to set up IVR directory to guide people to right departments

                                                                                          What we Liked?

                                                                                          One of the biggest advantages of using Aircall is its call quality. You can make sure that your agents never miss out on what the customers or prospects talk about on call and record it for future reference as well.

                                                                                          What we Didn’t Like?

                                                                                          Call log seems to be a bit of a problem to a lot of users even now. A lot of them have complained how the synced call recordings can’t be found in the records, therefore forcing users to go back to the native Aircall app.

                                                                                          Pricing:

                                                                                          • Essentials Plan: $30/user/mon
                                                                                          • Professional Plan: $50/user/mon
                                                                                          • Custom Plan: Request a quote

                                                                                          13. Talkdesk

                                                                                          Talkdesk software- customer automation services

                                                                                          Talkdesk is known to be an allrounder among its customers as it excels at offering automation services of the next level. It offers multiple deployment options such as boost, hybrid cloud , regional cloud, and others. What’s more, it helps you record the agent’s screen activity while they are on call. This is a great way for your business to track how your agents are performing during an ongoing call and give them more tips that’ll help them improve the conversational experience for your customers.

                                                                                          Key Features:

                                                                                          • Reduces cost per case with AI trainer
                                                                                          • Improves operational efficiency with speech analytics
                                                                                          • Helps you take call backups with Proxy
                                                                                          • Improves local presence by offering numbers with local code
                                                                                          • Makes card transactions easier with PCI payments

                                                                                          What we Liked?

                                                                                          Talkdesk helps you set up a complete call center experience for its users with automation features, therefore helping your agents to avoid frequent burnouts.

                                                                                          What we Didn’t Like?

                                                                                          One of the biggest drawbacks of Talkdesk is that it isn’t compatible with Google voice. This makes it difficult for a lot of businesses who heavily rely on this technology to automate the call center process further.

                                                                                          Pricing:

                                                                                          • Professional Plan: Request a quote
                                                                                          • Professional Plus Plan: Request a quote
                                                                                          • Enterprise Plan: Request a quote

                                                                                          14. RingCentral

                                                                                          Ring central- call center tool

                                                                                          RingCentral is another competitor for call center tools in this category. It successfully offers messaging, video, and phone conferencing services to its customers. Besides that, it helps your call center set up to get access to toll-free and vanity numbers. You can even forward calls to the right department in a few seconds. Other than that, users also get the option to set up answering rules that help you automate the routing rules and help customers get an answer faster.

                                                                                          Key Features:

                                                                                          • Offers messaging and video services besides call
                                                                                          • Makes unlimited video meetings and team messaging possible
                                                                                          • Supports the Android and iOS mobile app
                                                                                          • Helps you record calls at all times
                                                                                          • Integrates with CRM like Salesforce, Zendesk, and more

                                                                                          What we Liked?

                                                                                          It is easy to forward calls with RingCentral. It’s fast and enables your agents to forward the calls to other agents within the app in a matter of seconds.

                                                                                          What we Didn’t Like?

                                                                                          The video calls feature still needs improvement. The quality isn’t perfected yet, therefore it hampers the conversational experience for both your agents and customers.

                                                                                          Pricing:

                                                                                          • Essentials Plan: $19.99/user/mon
                                                                                          • Standard Plan: $27.99/user/mon
                                                                                          • Premium Plan: $34.99/user/mon
                                                                                          • Ultimate Plan: $49.99/user/mon

                                                                                          Newsletter Software for Engaging Emails

                                                                                          Creating engaging emails is an art for sure because they can prompt your customers to further communicate with your brand. They can be about updating customers on latest upgrades or upcoming features that will improve their experience with your brand. However, sending these newsletter emails in bulk would require solutions that create a seamless experience for you and your marketing teams. Let’s take a quick look at some of the top newsletter software solutions to help you find the best in the market.

                                                                                          15. AWeber

                                                                                          Aweber-professional email builder tools

                                                                                          AWeber is one of the top professional email builder tools you’ll find in the SaaS marketplace. From creating a structure to successfully sending out emails to customers on time, it helps you do it all. It offers a seamless integration with a creative platform like Canva that helps your marketing teams design and send out beautiful newsletter emails to customers and prospects. What’s more, you can find useful email newsletter templates that users can implement to send emails to customers right away.

                                                                                          Key Features:

                                                                                          • Helps you create newsletters in the app
                                                                                          • Integrates with Canva to create beautiful emails
                                                                                          • Gives a professional look to the email newsletters
                                                                                          • Allows you to set up the email marketing and newsletter campaigns
                                                                                          • Creates landing pages, forms and more besides newsletters

                                                                                          What we Liked?

                                                                                          AWeber is the perfect solution for those businesses looking for a tool that helps them set up a newsletter campaign and that too at competitive pricing plans.

                                                                                          What we Didn’t Like?

                                                                                          The customer service team ends up giving different solutions for the same problem at the same time. It shows that they don’t analyze the problem faced by the customer and randomly offer a solution.

                                                                                          Pricing:

                                                                                          • Free Plan: $0/mon
                                                                                          • Pro Plan: $16.15/mon

                                                                                          16. Mailjet

                                                                                          Mailjet- best newsletter services

                                                                                          Mailjet by Pathwire is also one of the best newsletter services that improves your reach among existing and new customers. It is perfect for helping your business improve engagement levels with the customers and make sure that they are reminded of your brand regularly. You can even customize each email you send to individual customers to add a touch of personalization. For this you can set your templates that can also be customized further and used for other marketing campaigns.

                                                                                          Key Features:

                                                                                          • Creates a dedicated email creation space for marketing teams
                                                                                          • Enables you to create beautiful emails to customers
                                                                                          • Allows team collaboration during the email creation process
                                                                                          • Adds more subscribers to the list with subscription form builder
                                                                                          • Organizes collected contacts and improves prospect segmentation

                                                                                          What we Liked?

                                                                                          Emails are easily sent on time and to the right recipients. They have amazing mail servers that make this possible.

                                                                                          What we Didn’t Like?

                                                                                          Bulk emailing is definitely not its forte. A few customers have complained about how they faced issues around functionality while sending bulk emails. This definitely influenced their re-engagement campaigns as well.

                                                                                          Pricing:

                                                                                          • Free Plan: $0/mon
                                                                                          • Essential Plan: $15/mon
                                                                                          • Premium Plan: $25/mon
                                                                                          • Custom Plan: Built upon request

                                                                                          17. Constant Contact

                                                                                          constant contact email marketing tool

                                                                                          Constant Contact is one of the oldest email marketing tools that allows your business to create beautiful marketing and newsletter emails. It helps you create a complete email marketing campaign that allows you to create welcome message emails that get triggered once someone joins the subscription list. Besides that, they also help their users to segment the contact list into prospects and existing subscribers. This helps you send more targeted newsletter emails and bring in more engagement.

                                                                                          Key Features:

                                                                                          • Supports drag and drop email builder
                                                                                          • Curates welcome message for new email subscribers
                                                                                          • Helps you segment the contacts in the right category
                                                                                          • Resends email to non-openers
                                                                                          • Allows you to promote products on social platforms

                                                                                          What we Liked?

                                                                                          Building a progressive and positive impact on existing customers is easy with Constant Contact. They help you create impactful email newsletters that can easily improve your engagement with the prospects and customers alike.

                                                                                          What we Didn’t Like?

                                                                                          People who’ve tried to cancel their account for XYZ reasons end up facing a lot of difficulties. They even complain how they don’t cancel the subscription even after making multiple calls.

                                                                                          Pricing:

                                                                                          • Email Plan: $17.38/mon
                                                                                          • Email Plus Plan: $39.10/mon

                                                                                          Online Discussion Communities

                                                                                          Another way for businesses to communicate with customers in real time is to resort to online discussion communities and forums. They are quite effective as you get to create your own communities where customers can join and post their questions easily. You can create your own community.

                                                                                          18. Reddit

                                                                                          Reddit- fastest growing community platform

                                                                                          Reddit, one of the biggest and fastest growing community platforms, helps you create informative forums where you can ask questions or help your customers do the same. This helps you understand your customers better and gauge your own performance as a brand. You give the complete liberty and transparency to your customers to see what others think about your services and products. It even enables you to broadcast the latest company updates and help customers know what’s new with your business.

                                                                                          Key Features:

                                                                                          • Helps you cast positive votes
                                                                                          • Allows customers to cast negative votes
                                                                                          • Helps you rate posts with Karma points
                                                                                          • Enables you to broadcast news among your community members
                                                                                          • Helps you raise questions and get good information

                                                                                          What we Liked?

                                                                                          One of the biggest advantages of reddit is that it is an open platform where anyone, related to the same field, can come up and answer questions right away.

                                                                                          What we Didn’t Like?

                                                                                          While the open platform is the best benefit of this platform, at the same time it is a disadvantage for companies who run their own communities at times. That’s because just anyone can come and drop a comment. These comments aren’t necessarily positive ones. They can build a negative image for the brand as well.

                                                                                          Pricing:

                                                                                          Free platform.

                                                                                          19. Twitter

                                                                                          twitter- social media platform

                                                                                          Twitter is technically a social media platform that allows its users to create communities and follow them. Here, the users can either make their profiles public or private. The private users can decide who can follow them and who can’t. Whereas public profile owners can let anyone follow them and their progress through tweets. Companies can create a public profile and have a discussion with their customers. You can even create a support community page that can help you answer customer questions right away.

                                                                                          Key Features:

                                                                                          • Helps you learn what others are saying about your brand
                                                                                          • Provides auto complete to write a tweet faster
                                                                                          • Allows your customers to directly tweet in your group
                                                                                          • Helps you build, maintain, and track tweet thread
                                                                                          • Offers a side-bar that helps customers view your company information

                                                                                          What we Liked?

                                                                                          We like how customers get the option to read what others have written before in the community and gain perspective on how their experience might turn out.

                                                                                          What we Didn’t Like?

                                                                                          It can easily spread misinformation and there’s no way to stop such spread either. 

                                                                                          Pricing:

                                                                                          Free platform.

                                                                                          Customer Review Platform

                                                                                          Finally, the last category we aim to cover is the customer review platforms. These platforms enable not just customers to drop feedback but also businesses to respond to those reviews as well. It is a great way for companies to understand where they lack and let the customers know that they have been heard and you are working on their feedback. Let’s take a look at some of the top customer review platforms below.

                                                                                          20. Capterra

                                                                                          Capterra software listing

                                                                                          Capterra is quite a renowned service that helps businesses list themselves for public viewing. They allow a business to add in-depth information about themselves. This information is inclusive of a company’s description, pricing, features, alternatives, comparisons and let’s not forget reviews. They help your customers drop feedback about your business that others can also view and decide if they’d like to take up your services or not. They can become a deciding factor in someone’s end decision.

                                                                                          Key Features:

                                                                                          • Helps you showcase your key features to those trying to learn about your brand
                                                                                          • Displays both pros and cons to your customers and help them arrive at a decision
                                                                                          • Helps your customers compare your services with other vendors and competitors
                                                                                          • Allows your customers to drop in their detailed feedback that you can reply on

                                                                                          What we Liked?

                                                                                          Capterra covers a lot of grounds besides simply letting customers leave a review of a service provider. It helps service providers create their own profiles and keep updating latest changes to their services as and when a change takes place.

                                                                                          What we Didn’t Like?

                                                                                          The search bar definitely needs an update. It doesn’t show the brand logos unless you’ve actually pressed enter. Sometimes it shows the relevant search results a little late in the list.

                                                                                          Pricing:

                                                                                          Both free and paid.

                                                                                          21. G2.com

                                                                                          g2.com- customer review platform

                                                                                          G2.com is yet another customer review platform that helps your customers leave feedback for your services. You’ll get to see a range of other products from your category listed at this platform. However, it helps you stand out from other options by helping you list all the features and how each of these features are rated by the customers. This is a great way for customers to compare your services and understand what matches their needs better. Mind you, it even helps your brand get back to customers who’ve left feedback about your product and services. This is a great way to connect and communicate with customers.

                                                                                          Key Features:

                                                                                          • Helps you list your product among other competitors
                                                                                          • Enables your business to reach more buyers and get to know you better
                                                                                          • Helps you track your visibility as a brand and optimize your profile
                                                                                          • Allows your customers to write reviews for your business
                                                                                          • Enables you to revert back to customer reviews

                                                                                          What we Liked?

                                                                                          We like how easy it is to use this listicle platform and allows brands to understand what customers think about their services.

                                                                                          What we Didn’t Like?

                                                                                          We miss the fact that this platform doesn’t show comparisons between the products or even its alternatives to customers that helps them make the right decision.

                                                                                          Pricing:

                                                                                          Not mentioned.

                                                                                          22. Google Reviews

                                                                                          Google review

                                                                                          Google Reviews is an open platform for people to check out reviews of a business and even add their own to it. The reviews are displayed when someone searches for the brand in the search engine. It displays top reviews that have been helpful to other people considering the brand for their own needs. To add a review, customers simply need a Google account (which a lot of them already do). Simply login to your account and drop reviews about a place or its services. That’s all. But to let that happen, you need to list your business in Google Business listing. Only then will your customers leave a review or view previous ones from your existing customers.

                                                                                          Key Features:

                                                                                          • Helps you list your business on Google Business
                                                                                          • Helps you display what you do and your services
                                                                                          • Allows people to leave feedback on their experience 
                                                                                          • Enables customers to add images to their feedback to make it interactive

                                                                                          What we Liked?

                                                                                          We like how the reviews show up once a customer searches for a particular brand on the right side of the screen. This makes it easier for them to learn how the company is and whether their services match their needs or not.

                                                                                          What we Didn’t Like?

                                                                                          They don’t let certified users of a product leave a comment. Anyone can drop a review about a company and its services. That means a few of them could be biased and may show a brand in a negative light.

                                                                                          Pricing:

                                                                                          Free platform.

                                                                                          Onboard the Right Customer Communication Tools

                                                                                          Connecting with customers at the right time during their journey with your brand is crucial for your business. Intercepting them at the right time and engaging them in a conversation becomes a deciding factor for them to consider your brand in the first place. 

                                                                                          That’s why getting the right customer communication tools is pivotal for your brand. With the best customer communication tool, you can make sure that you connect with prospects on or off your website. You can even engage them in a conversation and understand what they are looking for and what their expectations are from a service provider.

                                                                                          This not only helps you personalize their purchasing experience but also encourages them to return to your brand the next time. Considering such benefits, we’ve listed 20+ best customer communication software that you can assess and add to your stack.

                                                                                          We hope this helps you add the right tool and aim for better customer engagement in the future!

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                                                                                          About the author

                                                                                          Jared is a customer support expert. He has been published in CrazyEgg, CoSchedule, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn