7 best customer communication tools to transform your business
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Customer communication tools help businesses manage conversations, requests, and follow-ups with customers. The best ones do more than send messages. They make sure the right people take the right action at the right time, even when customer work spans multiple teams, systems, and steps.
Unlike email or chat tools that exchange messages, a customer communication platform structures who needs to act, when, and with what context so work moves forward without manual follow-ups or lost accountability.
This guide compares seven of the best customer communication tools available today, explains what each is best suited for, and shows how to choose the right option based on how your business actually runs.
Key takeaways
Use email or chat when customer communication is informal and one-off. If conversations don’t require tracking ownership, sequencing steps, or follow-ups, lightweight tools work fine.
Use meeting tools when decisions happen live and don’t trigger downstream work. Video and real-time conversations are effective when outcomes are immediate and don’t need coordination afterward.
Use a helpdesk when customer requests are repetitive and queue-based. Ticketing systems work best when one team owns resolution and processes are standardized.
Use a CRM when the goal is managing customer data, not executing work. CRMs are built to track relationships, pipeline, and history not to coordinate multi-step customer actions.
Use a business orchestration platforms when work spans teams, steps, and decisions. When communication must drive execution across departments, documents, approvals, and exceptions, structured coordination is required, not just messaging.
What is a client communication tool?
A client communication tool is a software application or platform designed to facilitate seamless interactions between businesses and their clients. These customer communication tools come in various forms, each offering unique features to address different communication needs. Whether it's through live chat, email, or social media, these tools help businesses stay connected with their clients and provide timely support.
Examples of client communication tools
Client communication tools come in many shapes and sizes, catering to different needs and preferences. Here are some common examples:
- Websites: Serve as the primary point of contact and information hub.
- Social media platforms: Facilitate direct interaction and engagement with clients.
- Email marketing: Helps in sending targeted messages and updates.
- Mobile apps: Offer on-the-go communication and support.
- Text messaging: Provides quick updates and notifications.
- Phone Calls: Allows for real-time conversations and resolutions.
- Video conferences: Enable face-to-face interactions, even remotely.
- Live events: Create opportunities for in-person engagement.
- Webinars: Offer educational content and foster community.
- Online forums or groups: Build a community around your brand.
- Chatbots: Provide instant, automated responses to common queries.
- Business orchestration platforms: For multi-step customer processes that require coordination across teams, systems, and external stakeholders.
Comparison table: Customer communication platform vs alternatives
15 types of customer communication tools
Different types of client communication tools cater to various aspects of customer interaction. Below, we explore some essential tools and their key features.
Helpdesk software
Helpdesk software is designed to manage customer inquiries and support tickets efficiently. It helps businesses track, prioritize, and resolve customer issues. Examples include Zendesk and Freshdesk, which offer features like ticket management, automated responses, and analytics.
Live chat software
Live chat software enables real-time communication with clients directly from your website. This tool is ideal for providing immediate assistance and improving customer engagement. Popular options include Intercom and LiveChat, which offer features like chatbots, customer data, and integration with other tools.
Knowledge base software
Knowledge base software provides a centralized repository of information, articles, FAQs and guides to help clients find answers to common questions independently. Document360 and HelpCrunch are examples that offer features like article management, search functionality, and analytics.
Messaging software
Messaging software facilitates seamless communication through text messages or instant messaging platforms. These tools offer features like direct messaging, file sharing, and integration with other business tools. Tools like Microsoft Teams, Slack, and WhatsApp Business are widely used.
Call center software
Call center software manages inbound and outbound calls, providing features like call routing, recording, and analytics, ensuring that customer support is available around the clock. Examples include Five9, Aircall, and RingCentral, which offer features like call routing, recording, and analytics.
Service desk software
Service desk software is designed for IT support, helping businesses manage service requests and incidents. Such software supports IT service management by tracking and resolving technical issues. Examples include Jira Service Desk and ServiceNow, which offer features like ticket management, automation, and reporting.
Chatbot software
Chatbot software uses AI to automate customer interactions, providing instant responses and support. Examples include Drift and ManyChat, which offer features like conversational flow design, integration with other tools, and analytics.
Status page software
Status page software communicates system statuses and incidents to clients, ensuring transparency during downtimes. Examples include StatusPage, Freshstatus and Pingdom, which offer features like real-time updates, incident management, and notifications.
Email marketing software
Email marketing software automates and optimizes email campaigns, helping businesses stay connected with their clients. Examples include Mailchimp, Sendinblue and Constant Contact, which offer features like campaign management, segmentation, and analytics.
CRM software
CRM software manages customer relationships by tracking interactions and sales processes. Examples include Salesforce and HubSpot, which offer features like contact management, lead tracking, and reporting.
Survey software
Survey software collects customer feedback and insights through surveys and questionnaires, helping businesses understand their clients' needs and preferences. Examples include SurveyMonkey and Typeform, which offer features like survey design, distribution, and analytics.
Text messaging software
Text messaging software allows businesses to send SMS notifications and updates to clients. Examples include Twilio and TextMagic, which offer features like messaging automation, scheduling, and analytics.
Social listening software
Social listening software monitors social media platforms for mentions, comments, conversations, and trends related to your brand. Examples include Hootsuite, Sprout Social, and Brandwatch, which offer features like sentiment analysis, keyword tracking, and reporting.
Online community software
Online community software creates a space for clients to foster engagement and interactions within a community of clients, users, and the business. Examples include Discourse, Vanilla Forums, and Tribe, which offer features like forum management, moderation, and analytics.
Virtual meeting software
Virtual meeting software facilitates online meetings, audio calls and video conferences, enabling face-to-face interactions remotely. Examples include Zoom and Google Meet, which offer features like screen sharing, recording, and integration with other tools.
6 ways to use your tools for customer communication
Understanding how to maximize the use of your communication tools can significantly enhance your customer interactions. Here are some tips on how to make the most of these tools:
- Integrate tools with your CRM: Ensure all communication tools are integrated with your CRM to maintain a unified view of customer interactions and create a seamless experience for both your team and clients. For instance, integrating live chat with your CRM system ensures that all customer interactions are recorded and accessible.
- Customize communication channels: Tailor your communication channels to meet the specific needs of your clients. For example, use chatbots for quick queries, email for detailed responses, and video conferencing for more complex discussions.
- Automate routine tasks: Use chatbots and automated email responses to handle common queries, freeing up human agents for more complex issues.
- Train your team: Provide training to your team on how to use the tools effectively and ensure they understand the importance of consistent and timely communication.
- Monitor and analyze performance: Regularly assess the performance effectiveness of your communication tools using analytics and feedback. This helps identify areas for improvement and ensures that your tools are meeting your business and customer needs.
- Personalize interactions: Use data from your CRM and email marketing tools to personalize interactions and make clients feel valued.
How do client communication tools improve customer experience?
Customer communication tools play a vital role in enhancing the customer experience. They provide multiple channels for clients to reach out, ensuring that their queries are addressed promptly and efficiently. Here are some ways these tools help improve customer experience:
- Faster response Times: Tools like live chat and chatbots offer instant responses, reducing wait times and enhancing client satisfaction.
- Personalization: CRM software and email marketing tools allow for personalized communication, making clients feel valued and understood.
- Accessibility: With mobile apps and online portals, clients can access support and information anytime, anywhere.
- Consistency: Communication tools ensure that all client interactions are documented, providing a consistent experience across different channels.
- Proactive support: Social listening and survey tools help you understand client needs and address issues before they escalate.
- Customer experience: Enhance customer experience by enabling communication through preferred channels like email, chat, or video calls for personalized service and prompt responses.
- Customer relationships: Strengthen client relationships by keeping them informed and engaged through email marketing updates on new products, services, and offers.
- Quick resolution: Streamline issue resolution with helpdesk software and live chat for efficient troubleshooting and increased satisfaction.
- Insights: Utilize customer behavior insights for data-driven decisions and continual service enhancement.
7 best customer communication tools
Here are some of the top customer communication tools available:
1. Moxo
Moxo is a customer communication platform designed for complex, multi-party processes that span teams, systems, and external stakeholders. Instead of focusing on messaging alone, Moxo structures communication around actions, ownership, and sequence, so processes moves forward without constant manual follow-up.
- Unified execution layer: Coordinates communication, tasks, documents, and approvals within a single process.
- Process-aware automation: AI agents prepare work, validate inputs, and nudge participants so steps don’t stall.
- Clear ownership and visibility: Every action has a defined owner, reducing follow-ups and missed handoffs.
Pros:
- Strong fit for multi-step, cross-department customer processes
- Reduces manual coordination and chasing
- Designed for operational scale and accountability
Cons:
- More structure than teams need for simple messaging use cases
Price: Price on request. Book a demo today
2. FuseBase
FuseBase provides a comprehensive platform designed to enhance team collaboration and streamline client communication. Its key features encompass a wide array of tools and functionalities aimed at optimizing workflow efficiency and fostering seamless interaction among team members and clients alike. Some features include:
- Task management: Organize and track tasks efficiently.
- Document collaboration: Share and collaborate on documents in real time.
- Customizable workspaces: Tailor workspaces to fit your business needs.
Pros:
- Highly customizable
- Integrates with various tools
- Affordable pricing
Cons:
- Limited advanced features
- Can be complex to set up
Price:
- Starts at $10/month
3. Microsoft Teams
Microsoft Teams, known for its user-friendly interface and seamless integration with Microsoft 365 tools, stands out as a top choice among businesses seeking a multifaceted communication platform that fosters collaboration and boosts productivity.Key features include:
- Chat functionality: Real-time messaging with team members and clients.
- Video conferencing: High-quality video calls and meetings.
- Integration with Office 365: Seamlessly integrates with other Microsoft tools.
Pros:
- Robust integration with Office products
- Scalable for businesses of all sizes
- High-quality video and audio
Cons:
- Can be overwhelming for new users
- Requires Office 365 subscription
Price:
- Included with Office 365 subscription
4. Salesforce
Salesforce stands out as a prominent Customer Relationship Management (CRM) platform renowned for its robust suite of communication tools, empowering businesses to enhance customer interactions and streamline operations effectively. Key features include:
- Contact management: Centralizes customer information and interactions.
- Email integration: Syncs emails with CRM for better tracking.
- Analytics and reporting: Provides insights into customer behavior and communication effectiveness.
Pros:
- Comprehensive CRM capabilities
- Advanced analytics
- Customizable to fit business needs
Cons:
- Expensive for small businesses
- Steep learning curve
Price:
- Starts at $25/user/month
5. Zendesk
Zendesk is a widely recognized helpdesk software solution renowned for its exceptional capabilities in enhancing customer support and facilitating effective communication processes. Key features include:
- Ticket management: Streamlines issue tracking and resolution.
- Live chat: Provides real-time customer support.
- Knowledge base: Centralizes support articles and FAQs.
Pros:
- User-friendly interface
- Excellent customer support features
- Scalable for growing businesses
Cons:
- Can be pricey
- Limited customization options
Price:
- Starts at $55/agent/month
6. Document360
Document360 is a sophisticated knowledge base software designed to elevate client communication standards by granting convenient access to a wealth of information. Key features include:
- Article management: Create, manage, and publish support articles.
- Search functionality: Allows clients to find information quickly.
- Analytics: Tracks usage and effectiveness of the knowledge base.
Pros:
- Easy to use
- Powerful search functionality
- Detailed analytics
Cons:
- Limited integration options
- Can be expensive for smaller teams
Price:
- Price on rquest
7. Google Meet
Google Meet is a user-friendly virtual meeting software that simplifies remote communication by offering features such as high-quality video conferencing, screen-sharing capabilities, and real-time collaboration tools. Key features include:
- Video conferencing: High-quality video and audio calls.
- Screen sharing: Share your screen for presentations and collaboration.
- Integration with Google Workspace: Seamlessly integrates with Google tools.
Pros:
- Free for Google users
- Easy to set up and use
- High-quality video and audio
Cons:
- Limited advanced features
- Requires Google account
Price:
- Free with Google account
Which tool should you choose?
The right customer communication tool depends less on company size and more on how your customer work actually moves.
Choose a meeting or chat tool if communication is ad hoc. If most customer interaction happens through one-off meetings, quick questions, or informal back-and-forth, tools like Google Meet or Microsoft Teams are usually enough. They’re optimized for conversation, not for managing work after the conversation ends.
Choose a helpdesk if customer issues are repetitive and queue-based. If your primary need is logging, routing, and resolving support tickets, a tool like Zendesk fits well. It works best when requests are high-volume, standardized, and handled by a single team.
Choose a CRM if your goal is customer data and sales tracking. If you need visibility into contacts, accounts, pipeline stages, and historical interactions, Salesforce is the right system of record. CRMs manage information well, but they’re not designed to coordinate cross-team customer execution.
Choose a collaboration workspace if teams and clients co-create work. If customers and internal teams collaborate on shared tasks or documents, FuseBase can work especially for smaller teams that value flexibility over structured flow.
Choose a customer communication platform when customer work spans teams, steps, and decisions. If customer-facing processes involve multiple departments, documents, approvals, exceptions, and follow-ups, tools built for messaging or tracking will eventually break down. Moxo is designed for situations where communication must be coordinated around actions, ownership, and sequence so work moves forward without manual chasing.
Simple rule of thumb
- If you’re managing conversations, choose messaging or meeting tools.
- If you’re managing records, choose a CRM.
- If you’re managing tickets, choose a helpdesk.
- If you’re managing multi-step, multi party processes, choose a business orchestration platform.
How to distinguish between a good and bad communication tool
Choosing the right client communication tool can be challenging. Here are some factors to consider when evaluating different options:
- Ease of use: A good communication tool should be user-friendly and intuitive, reducing the learning curve for your team and clients.
- Integration capabilities: Ensure the tool integrates seamlessly with your existing systems, such as your CRM, email marketing software, and project management tools.
- Scalability: Choose a tool that can grow with your business and accommodate increasing communication needs.
- Customer support: A reliable support team is essential for resolving any issues that may arise with the tool.
- Security: Ensure the tool offers robust security features to protect sensitive client information.
Choosing the right customer communication platform
Customer communication rarely breaks because teams lack tools. It breaks because work spans too many people, steps, and systems without clear ownership. Messages get sent. Meetings happen. But progress stalls in the gaps between them.
That’s why choosing a customer communication tool isn’t really a software decision. It’s an execution decision. Tools built for conversation, tracking, or support work well within their lanes, but they struggle when customer-facing work requires coordination across departments, approvals, documents, and exceptions.
When communication needs to be structured around actions, accountability, and sequence, platforms like Moxo show how customer communication can function as an execution layer, not just a messaging surface. Ready to streamline your communications? See Moxo in action today.
FAQs
What are customer communication tools?
Client communication tools are software applications that facilitate interactions between businesses and their clients, improving communication and support.
How do client communication tools improve customer experience?
These tools provide multiple communication channels, faster response times, personalized interactions, and consistent support, enhancing overall customer satisfaction.
Which client communication tools are the best?
Some of the best customer communication tools include Moxo, Microsoft Teams, Salesforce, Zendesk, and Google Meet.
Explore these tools and elevate your client communication game today!
What is the importance of client communication tools for business?
Effective client communication is the backbone of any successful business. It helps build trust, resolve issues quickly, and ensure that both parties are on the same page. With the right tools, you can maintain open lines of communication with your clients, leading to better relationships and increased satisfaction.
In an age where customers expect quick and efficient responses, relying solely on traditional methods like emails and phone calls can put you at a disadvantage. Modern client communication tools offer a variety of features that can help you interact with clients more effectively, streamline workflows, and provide a better overall customer experience.
