Boost CX With These 7 Customer Communication Management Tools

Do you want to improve your customer experience but don’t know where to start? Why not start by talking to your customers?

Having a decent conversation with your customers, and taking their feedback might sound basic but it is as important as designing elaborate campaigns. This is important because your customers might be leaving you silently after bad experiences and you have no clue about it. In fact, 91% of customers do leave a brand without even complaining. 

So, let’s go down to the basics and establish an engaging and ongoing communication channel with our customers, but wait do we have to do it manually? 

No, there are a lot of customer communication management tools in the market that will make this task easy and streamlined for you, and here’s a list of the top 7 tools.

What are the Customer Communication Management Tools?

Imagine receiving thousands of customer feedback from multiple sources like email, social media reviews, SMS, etc, now how to manage and streamline the entire process?

This is where customer communication management tools come in.

Customer communication management tools help you manage and streamline your customer interactions across multiple channels. It allows you to create, deliver, and track personalized communication via different channels like email, SMS, online reviews, social media comments, etc.

Now, let’s explore some of the best customer communication management software in the market.

Top 7 Customer Communication Management Tools

Let’s see what are the top-ranking customer communication platforms out there.

1. SurveySensum

SurveySensum is an end-to-end customer experience management platform that enables businesses to gather, manage, track, and analyze customer interactions across multiple sources and consolidate all data onto a single dashboard for better understanding. Not just that, the tool comes with AI-enabled text analytics software that helps businesses analyze the feedback and respond to it with relevant and helpful responses.

When it comes to ticketing management automation is very powerful. You can close the feedback loop in real-time as the tool provides a streamlined ticket management system that triggers notifications when you receive negative reviews, generates tickets, assigns tickets, and sets up SLAs for timely resolution. 

Best Features:

• The tool goes beyond just CX solutions and provides CX consultation that provides end-to-end guidance – from gathering feedback to analyzing it and taking action in real-time.
• The tool comes with a 2-hour SLA support guaranteed.
• The real-time ticket management system enables users to manage tickets and resolve issues in real time, enabling a closed feedback loop.
• The tool gathers and consolidates all feedback across multiple channels like email, social media reviews, web, phone, etc onto a single dashboard.

Price: The pricing starts at $99 per month. However, the tool also comes with a free plan where you get 25 free responses along with website integrations, unlimited surveys, unlimited users, and unlimited questions. 

G2 Review: 4.6/5

  With SurveySensum you can close the feedback loop with your customers with the real-time ticketing management system. The tool triggers and notifies you in case of negative feedback, enabling you to take action in real-time.

2. Zoho Desk

Zoho Desk is a part of the Zoho suite of business applications. It is a cloud-based customer service software that manages and streamlines customer support activities. The tool offers a wide range of features like real-time ticketing management, automation, omnichannel feedback management, etc. 

Best Features:

• It creates a centralized system for all customer interactions from multiple channels into a single interface.
• The tool offers customizable workflows, templates, and dashboards.
• It also offers features for managing and tracking SLAs.

Price: The pricing starts at $7 and goes up to $23/per agent/per month.

G2 Review: 4.4/5

3. Salesforce Service Cloud

Salesforce Service Cloud is yet another customer service and support platform designed by Salesforce for customer communication management. The CCM software enables businesses to deliver personalized and proactive customer support across multiple channels by seamlessly integrating customer service with other business processes for a holistic view of customer communications.

Best Features:

• It provides some extraordinary automation features like case management, a knowledge base, a contact center, live chats with service agents, etc.
• It integrates well with other customer service software to improve support and enhance functionality.
• Additional functionality and automation can be developed using in-house Salesforce skills as the tool is a configurable system.

Price: The pricing starts at $25 and goes up to $330/one user/per month.

G2 Review: 4.3/5

4. Podium

Podium is a lead management and communication management platform that enables businesses to respond to leads in real-time and manage their interactions with their customers effectively. It simplifies the process of consolidating customer interactions and gathering feedback from multiple sources into a single interface. 

Best Features:

• The best part about the tool is that it is easy to understand and use.
• It is a very intuitive and easy to use tool. You just need to log in and begin using it immediately, without any type of experience or technical knowledge.
• You can send automated review invites, bulk messages to retarget and retain customers, and utilize the web chat feature to engage with customers in real-time.

Price: The pricing starts at $25 and goes up to $330/one user/per month.

G2 Review: 4.3/5

5. Respond.io

Respond.io is yet another customer communication management software. It provides a unified messaging system where businesses can receive, respond to, and track messages from customers via multiple channels like WhatsApp, Instagram DM, etc into a single workspace. The tool is highly recommended for B2C companies.

Best Features:

• It streamlines your CX strategy and saves the team’s time in responding to customers with the help of broadcasts, workflows, and optimizations.
• The control panel is easy to use and navigate.
• The tool allows you to use multiple messaging apps on one platform, allowing clients from around the globe to communicate with you via their preferred messaging app.

Price: The pricing starts at $99 per month and goes up to $349 per month with 1000 active contacts.

G2 Review: 4.8/5

Gathering feedback is one thing, but what really makes the difference is analyzing that feedback and taking action on it in real-time. With SurveySensum you can create a streamlined process to gather, manage, track, analyze, and take action on customer feedback, enabling you to close the feedback loop in a timely manner.

6. Intercom

Intercom is an AI-enabled customer service platform that provides businesses with AI capabilities like live chat support, chatbots, AI co-pilot, etc, enabling them to interact with customers and take action to retain them in real-time. The tool also provides detailed and analytical reports, providing a holistic view of all customer interactions.

Best Features:

• The AI co-pilot feature fastracks agent’s work. They don’t have to look up things manually, the feature is connected to all data at all times and provides information in real-time.
• The tool offers chat tagging which makes it easy to identify the categories of issues.
• It has a wide range of shortcuts which is helpful while talking to a large number of customers.

Price: The pricing starts at $39 per month and goes up to $139 per month with 1000 active contacts.

G2 Review: 4.5/5

7. Freshdesk

Freshdesk is a product of Freshwork that helps businesses interact with their customers with the help of AI-enabled tools and features. The tool unifies ticket resolution by gathering, managing, and analyzing responses from multiple channels like the web, phone, chat, social media, etc.

Best Features:

• It comes with robust automation tools such as ticket forms, ticket templates, etc to improve the resolution time and customer satisfaction.
• You get an in-depth analytics system with this tool, which allows you to track recurring tickets and monitor patterns on platform usage.
• The use of ticket templates makes it easier for agents to provide the best solutions to customers with little effort, saving time.

Price: The pricing starts at $15 per month and goes up to $79 per month.

G2 Review: 4.4/5

Conclusion

Managing and keeping track of customer interactions is vital to understanding their needs, expectations, pain points, and overall experience, and understanding these key points will help you deliver a positive as well as personalized experience. And in this journey having the right customer communication management tool by your side is essential to streamline this process and take action in real-time.

With so many customer feedback tools available in the market choosing the right one can be challenging. However, with SurveySensum you can get AI-enabled robust, and intuitive features like omnichannel feedback gathering, real-time ticket management, seamless integrations, and in-depth analytical reports. These features will help you optimize and streamline your customer communication strategy to truly understand your customers and tailor your communication accordingly.