Best Customer Communication Management Software Reviewed (2024)

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Personalize Conversations with the Customer Communication Management Software

Customer communications management (CCM) software provides companies with a single view of client interactions across multiple channels.

Personalize and Automate Communications

CCM platforms allow business users to personalize and automate customer interactions, helping them optimize company-wide communication systems and processes.

Track and Streamline Customer Engagements

A communication management solution reduces the lead time and tracks all communications between customers across all departments. It streamlines all interactions and ensures that every engagement is taken into account.

Build Strong Customer Relationships

The fundamental factor in a communication strategy is building good customer relationships. A well-developed CCM strategy enables you to predict changing consumer needs and expectations.

Strengthen Digital Transformation

Businesses now need to go where their customers are and communicate with them through their preferred methods of communication, which are more or less digital.

Customer communication management (CCM) software is a valuable tool that helps businesses streamline and improve their communication with clients. However, with numerous options on the market, it can be overwhelming to determine which software is the right fit for your organization.

To aid in your decision-making process, we have researched and reviewed some of the best customer communication management tools & solutions available. It aims to serve as a comprehensive guide to finding the best software for your business’s customer communication needs.

1 Personalize Conversations with the Customer Communication Management Software
2 Comparison of Top Customer Communication Management Tools
3 What is Customer Communication Management (CCM) Software?
4 Key Objectives of Customer Communication Management Tools
5 Important Features of Customer Communication Management (CCM) Solution
6 Importance of Customer Communication Management Platform
7 11 Best Customer Communication Management Software Reviewed
8 How to Select the Best Customer Communication Management Platform?
9 Invest in the Right Customer Communication Management Software with Omni24
10 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
11 FAQs about Customer Communication Management (CCM) Tools

Comparison of Top Customer Communication Management Tools

There are so many communication management software available in the market. The below table will help you to understand the key features and pricing plans that will help you to employ the right one for your business.

SL. No	Customer Communication Engagement Tool	Key Features	Pricing
1	Omni24	Omnichannel Communication Live Chat Support Knowledge Base Management Automation and Workflow Analytics and Reporting	Starts at $39 per user per month and up to $149 per user per month.
2	Veemo	Email Management Social Media Integration Team Collaboration Mobile App Integration Customer Feedback Management Intelligent Automation	Starts at $29/per user/mo for the Growth plan and $149/ per user/mo for the Enterprise plan.
3	Podium	Messaging Platform Review Management Webchat Integration Feedback Collection	Essentials plan starts at $249/mo, the Standard plan is at $409/mo, and the Professional plan is at $599/mo.
4	Gupshup	Chatbot Development SMS Campaigns Two-Way Messaging Social Media Integration	Contact Gupshup to obtain current pricing
5	Helpcrunch	Live Chat Support Email Automation Helpdesk Ticketing System Knowledge Base	The Basic plan is at $12/mo/1 team member, the Pro plan is at $20/mo, and the unlimited plan is at $495/mo/unlimited team leaders
6	Acquire.io	Cobrowsing Live Chat Video and Voice calls Chatbots Integrations	Acquire.io had three pricing tiers: Basic, Pro, and Enterprise. The Basic plan starts at $300/mo, the Pro is at $950/mo. Contact Acquire sales team for Enterprise plan.
7	Moxo	Email Marketing SMS Campaigns Customer Journey Mapping Analytics and Reporting Workflow Automation	The Starter plan starts at $100/month and the Business plan at $480/month. For advanced customer packages contact the sales team.
8	Front	Email Integration Shared Inbox Team Collaboration Automation Analytics and Reporting	Growth at $59/Billed annually/minimum 5 seats; Scale at $99/Billed annually/minimum 20 seats; Premier at $220/Billed annually/minimum 50 seats.
9	Bitrix24	Multi-channel communication CRM integration Automation and analytics	The basic plan starts at Rs 1590/mo/5 users, the standard plan at Rs 3990/mo/50 users, the professional plan at Rs 7990/mo/100 users, and the enterprise plan at Rs 15,990/mo/250 users.
10	Zendesk	Ticketing system Self-service customer support Integration capabilities	Suite Team is at US$ 55/per agent/month, Suite Growth is US$ 89/per agent/month, Suite Professional is US$ 89/per agent/month, and for Suite Enterprise you have to connect with the sales team.
11	Zoho	Email marketing Live chat and chatbot integration Social media engagement	The basic plan starts at 999/month/organization/billed annually, the standard plan at 1999/month/organization/billed annually, and the professional plan at 6999/month/organization/billed annually.

What is Customer Communication Management (CCM) Software?

CCM software is typically used by organizations that need to manage large volumes of digital content components. Some common users of CCM software include:
1. Technical documentation teams: Companies that produce technical manuals, user guides, product documentation, etc. often use CCM to manage the reusable chunks of content that make up these documents.
2. Marketing teams: Marketers use CCM to create and update marketing collateral like datasheets, brochures, and whitepapers by assembling content components.
3. Corporate communications: Large organizations use CCM for creating corporate policies, training materials, and compliance documents from modular, reusable content.
4. Publishers: Book publishers, and newspaper/magazine publishers leverage CCM to streamline authoring and production processes.
5. Translation/Localization teams: CCM helps manage the translation and localization of content components into multiple languages.
6. E-learning content developers: Instructional designers use CCM for rapid e-learning content development by reusing and recombining learning objects.

Key Objectives of Customer Communication Management Tools

Effective communication is the most important part of client service. The secret to effective communication lies in the ability to gauge your customer’s expectations and then to mirror and respond appropriately.

Here are the main objectives of communication management tools.

Personalization: Deliver tailored communications, ensuring that each customer receives relevant and engaging information.
Omnichannel: Reach customers through their preferred channels, increasing the chances of interaction and response.
Automation: Streamline the document creation and delivery process, saving time and resources.
Self service: Make your customer service available 24×7 with self-service tools such as knowledge base and chatbots to deliver efficient support proactively.
Customer feedback: Close client communication by collecting feedback across surveys, reviews, and live chat to measure customer satisfaction.
Analytics: Gain insights into consumer behavior and preferences through data analytics, allowing organizations to refine their communication strategies.
Compliance: Ensure regulatory compliance by maintaining accurate records and adhering to data protection and privacy regulations.

Important Features of Customer Communication Management (CCM) Solution

The increasing reliance on digital channels for communication, and having the right customer communication management tool in place is crucial for providing a seamless customer experience.

Here are some key features of customer communication management software:

1. Omnichannel Support

The tool has the potential to support multiple channels. Whether it is email, social media, messaging apps or phone calls, it allows businesses to manage customer interactions across all channels in a centralized platform.

2. Team Inbox

Team inbox enables efficient management of customer inquiries. It provides a shared inbox where customer messages can be assigned, tracked, and responded to by the team members, ensuring all the customer messages are answered.

3. Knowledge Base

A knowledge base feature allows businesses to create a repository of FAQs, how-to guides, and other resources. The self-service option empowers customers to find answers independently, reducing the need for support and freeing up valuable resources.

4. Campaign Management

CCM software often includes campaign management tools that enable businesses to create targeted marketing campaigns. The tools help businesses deliver tailored content to specific customer segments, increasing engagement and driving conversions.

5. Workflow Automation

Workflow automation features allow businesses to set up predefined actions & triggers based on customer interactions. It streamlines the processes, improves response times, and ensures consistent communication across different touchpoints.

6. AI Chatbots

AI-powered chatbots are available 24/7, providing instant responses to common customer queries and routing more complex issues to human agents. Chatbots not only improve efficiency but also enhance the overall customer experience.

7. Feedback Surveys

Collecting feedback is essential for businesses to identify areas for improvement. Usually, CCM software includes built-in feedback survey tools that allow businesses to gain feedback, helping them make data-driven decisions.

8. Customer Analytics

A good CCM tool provides valuable insights into customer behavior and preferences. By analyzing data such as response and conversion rates, businesses can identify trends, allowing them to optimize their communication strategies and personalize interactions.

9. CRM & Sales Automation Integration

Integration with CRM and sales automation systems is a key feature of the CCM software. The integration allows businesses to consolidate customer data and align customer communication with sales processes, resulting in a more seamless CX.

Importance of Customer Communication Management Platform

Effective communication with customers is crucial for the success of any business. If you are still relying on manual methods to handle consumer interactions, it’s time to consider the benefits of adopting customer communication management software.

Omnichannel Messaging Platform Best Practices 3

Here are seven advantages of using this software:

1. Unify All Customer Channels in One Platform

Customer communication management software allows you to manage all customer channels, such as email, social media, live chat, and SMS, in one place. The integration ensures consistent communication across all channels, providing a unified customer experience.

2. Automate Support 24×7 with Self-Service Tools

The CCM tool includes self-service tools, such as knowledge bases and chatbots. These tools empower customers to find answers on their own, outside business hours. By automating support, you can provide 24/7 assistance, enhancing customer satisfaction.

3. Run Personalized Multi-Channel Campaigns

Businesses can create highly targeted, personalized campaigns across multiple channels. The software allows you to segment your customer base and tailor your messaging based on individual preferences.

4. Measure Customer Satisfaction for Continuous Improvement

The software provides analytics and reporting capabilities that allow you to measure customer satisfaction and track key performance indicators. By analyzing customer feedback you can identify areas for improvement and refine your communication strategies.

5. Boost Team Productivity & Operational Efficiency with Workflows

Customer communication management software streamlines various communication processes by automating repetitive tasks and providing workflow management features. Automation reduces manual effort, minimizes errors, and boosts team productivity.

6. Reduce Your Customer Acquisition & Support Costs

Effective customer communication leads to client loyalty and increased retention rates. By using CCM software, you can nurture existing customer relationships and reduce customer churn.

7. Maintain Compliance and Secure Customer Data

A CCM tool includes features to help you comply with data protection regulations and maintain customer data security. You can ensure that sensitive information is handled securely and that proper consent is obtained for communication purposes.

11 Best Customer Communication Management Software Reviewed

As one size does not fit all likewise, businesses differ in requirements and goals to accomplish. We have narrowed down the top tools that will help businesses to engage customers better by streamlining their communication.

Let us discuss the popular CCM software, its key features, and its pricing plans.

1. Omni24

Best customer communication management software for small & medium businesses

Omni24 is a comprehensive CCM software that offers a wide range of features designed to optimize customer communication. Its user-friendly interface and robust functionality make it a popular choice for businesses of all sizes.

Key features:

Omnichannel communication: Omni24 allows businesses to manage customer interactions across multiple channels, including email, chat, social media, and SMS. This ensures a seamless and consistent experience for customers regardless of the communication channel they choose.
Live chat support: With Omni24’s live chat feature, businesses can engage with customers in real-time, providing instant assistance and support. This feature not only enhances customer satisfaction but also helps businesses identify and resolve issues quickly.
Knowledge base management: Omni24 enables businesses to create and manage a comprehensive knowledge base, offering self-service options for customers. This feature reduces support ticket volume and empowers customers to find answers to their queries independently.
Ticketing system: Omni24’s ticketing system allows businesses to track and manage customer inquiries, ensuring no consumer concern falls through the cracks. This feature ensures prompt and effective resolution of client issues, improving overall customer service quality.
Automation and workflow: Omni24’s automation and workflow capabilities streamline repetitive tasks, allowing businesses to focus on more critical customer interactions. From automated email responses to customer follow-ups, this feature saves time and ensures consistent communication.
Analytics and reporting: Omni24 provides in-depth analytics and reporting tools, allowing businesses to gain valuable insights into customer interactions and overall communication performance. These insights help businesses make data-driven decisions and continuously optimize their communication strategies.

Pricing: The pricing starts from $34/month. The pricing depends on factors like the number of users, the level of features required, and the scale of customer support operations. Omni24 also offers a 14-day free trial for businesses to explore its features. Check out their pricing for a more detailed comparison

2. Veemo

Specially designed CCM tool to enhance customer engagement

Veemo is another leading CCM software that offers a range of features designed to enhance customer communication and engagement. Its intuitive interface and customizable options make it a popular choice among businesses.

Key features:

Email management: Veemo allows businesses to manage all customer emails in one centralized location. This feature offers a unified view of customer communication, ensuring prompt responses and efficient email handling.
Social media integration: With Veemo, businesses can connect their social media accounts and manage customer interactions across various social platforms from a single dashboard. This feature helps businesses stay on top of customer queries and maintain a strong online presence.
Team collaboration: Veemo offers collaborative features that enable teams to work together seamlessly. From assigning tasks to sharing customer information, this feature improves internal communication and collaboration, resulting in better customer service.
Mobile app integration: Veemo provides mobile app integration, allowing businesses to engage with customers on the go. This feature ensures businesses can respond to customer queries and manage communication, regardless of their location.
Customer feedback management: Veemo allows businesses to collect and analyze customer feedback, facilitating continuous improvement. This feature helps identify areas for enhancement and provides valuable insights for delivering an exceptional customer experience.
Intelligent automation: Veemo’s intelligent automation capabilities automate routine tasks and actions, reducing manual effort and ensuring consistency across all customer communication. The feature frees up time for valuable customer interactions and improves overall efficiency.

Pricing: There are three pricing plans – the Growth plan starts at $34/user/month with basic features. The Team plan is priced at $79/user/month with more features. The Enterprise plan is priced at $149/user/month which includes advanced features. The software pricing is also customizable as per business requirements. It also offers a 14-day free trial. Check out the pricing plans for more detailed comparisons.

3. Podium

Podium Customer Communication Management Software

A perfect tool for local businesses for better experiences with communication

Podium is a leading customer communication management software designed to help businesses interact with their customers through multiple channels. It offers various features to enhance communication and improve customer experience.

Key features: Podium enables businesses to interact with customers through messaging apps like SMS, Google’s Business Messages, Facebook Messenger, and more. It allows businesses to manage and respond to online reviews from platforms like Google and Facebook, helping them build a positive online reputation.

Pricing: There are three pricing plans offered by Podium. The Essentials plan starts at $249/mo, the Standard plan is at $409/mo, and the Professional plan is at $599/mo.

4. Gupshup

Gupshup Customer Communication Management Software

Top communication management solution for Whatsapp business

Gupshup is a powerful customer communication management software that focuses on enabling businesses to communicate with their customers through chatbots, SMS, and other messaging platforms.

Key features: Gupshup provides tools to develop and deploy AI-powered chatbots for personalized and automated customer interactions. It offers robust SMS campaign management capabilities, allowing businesses to send targeted messages and promotional offers to customers.

Pricing: Gupshup has not provided pricing information for this product or service. This is a common practice for software sellers and service providers. Contact Gupshup to obtain current pricing.

5. Helpcrunch

HelpCrunch Customer Communication Management Software

Perfect multichannel customer support platform for the best experience

Helpcrunch is a comprehensive customer communication management software that combines live chat, email marketing automation, and helpdesk features.

Key features: Helpcrunch enables businesses to provide real-time support and communicate with customers through a customizable live chat widget. It offers advanced email marketing automation tools that help businesses send personalized messages and targeted campaigns.

Pricing: Helpcrunch offers flexible pricing plans. The Basic plan is at $12/mo/1 team member, the Pro plan is at $20/mo, and the unlimited plan is at $495/mo/unlimited team leaders. Sign up for a free 14-day trial today.

6. Acquire.io

Acquire.io Customer Communication Management Software

Best customer communication tool for co-browsing

Acquire.io is an all-in-one customer communication platform designed to facilitate seamless communication between businesses and their customers. It offers various communication channels like live chat, video, voice calls, and co-browsing, creating a comprehensive omnichannel experience.

Key features: Allows customers to interact with support agents in real-time, enabling prompt issue resolution and enhanced customer satisfaction. Enables agents to view customers’ screens and guide them through complex processes, improving the overall customer experience.

Pricing: Acquire.io had three pricing tiers: Basic, Pro, and Enterprise. The Basic pricing plan starts at $300 per month + $40/mo per additional agent, the Pro pricing plan is at $950 per month + $50/mo per additional agent, and for the Enterprise pricing plan contact Acquire sales team.

7. Moxo

Moxo Customer Communication Management Software

The best digital banking solution provider

Moxo is a robust CCM software that focuses on simplifying and automating communication processes. It offers a wide range of features to help businesses streamline customer communication, enabling them to engage with customers effectively while saving time and resources.

Key features: Provides intuitive email marketing tools to create personalized email campaigns and reach targeted audiences. Enables businesses to send automated SMS messages, improving customer engagement and communication.

Pricing: Moxo offers three pricing plans to fit your business. The Starter plan starts at $100/month, the Business plan at $480/month, and for the advanced customer package contact the sales team.

8. Front

front Customer Communication Management Software

Popular customer operation platform to streamline communication

Front is a collaborative inbox software that serves as a centralized hub for all customer communications. It allows teams to manage emails, social media messages, and other customer interactions in one place ensuring efficient and organized communication across the organization.

Key features: Provides a shared inbox where teams can collaborate, assign, and track customer conversations, avoiding duplication and ensuring prompt responses. Helps integrate multiple email accounts, allowing teams to manage all customer emails from a single platform.

Pricing: The only complete solution for your customer operations; Growth at $59/Billed annually/minimum 5 seats; Scale at $99/Billed annually/minimum 20 seats; Premier at $220/Billed annually/minimum 50 seats.

9. Bitrix24

Bitrix24 Customer Communication Management Software

An all-in-one platform for effective team management

Bitrix24 is a comprehensive CCM software that offers a wide range of features to enhance customer communication. It provides tools for email marketing, live chat, telephony, CRM integration, and more. With Bitrix24, businesses can easily manage and track customer interactions across various channels.

Key features:The CCM software allows businesses to communicate with customers through various channels such as email, telephone, social media, and live chat, ensuring a seamless and integrated experience.

Pricing: Bitrix24 offers four pricing plans – The basic plan starts at Rs 1590/mo/5 users, the standard plan at Rs 3990/mo/50 users, the professional plan at Rs 7990/mo/100 users, and the enterprise plan at Rs 15,990/mo/250 users.

10. Zendesk

zendesk Customer Communication Management Software

Best customer service software to deliver exceptional experiences

Zendesk is a popular CCM software known for its user-friendly interface and range of customer support features. It offers a comprehensive suite of tools to manage and improve customer communication.

Key features: It allows businesses to track and manage customer inquiries effectively. The software enables businesses to create a knowledge base or FAQ section, empowering customers to find answers to their queries independently.

Pricing: Zendesk offers four plans – Suite Team is at US$ 55/per agent/month, Suite Growth is US$ 89/per agent/month, Suite Professional is US$ 89/per agent/month, and for Suite Enterprise you have to connect with the sales team.

11. Zoho

zoho Customer Communication Management Software

Secure and powerful email platforms for teams of all sizes

Zoho offers a suite of customer communication and engagement tools that help businesses deliver exceptional customer experiences. It provides features such as email marketing, live chat, social media engagement, and surveys.

Key features: Zoho enables businesses to create and manage email campaigns, ensuring targeted and personalized communication with customers. The live chat feature allows businesses to engage with customers in real-time, providing instant support and assistance.

Pricing: Zoho offers simple pricing plans. The basic plan starts at 999/month/organization/billed annually, the standard plan at 1999/month/organization/billed annually, and the professional plan at 6999/month/organization/billed annually.

How to Select the Best Customer Communication Management Platform?

When it comes to selecting the right Customer Communication Management (CCM) software for your business, there are several important criteria to consider.

Here are the top criteria to consider when selecting the right communication management tool to make an informed decision:

1. What are your communication requirements?
Start by analyzing the communication needs of your business. Identify the channels you engage with customers such as emails, SMS, social media, or direct mail. Understanding your needs will help you select the tool that offers the necessary features to effectively communicate with your customers.

2. What is the total cost of ownership (TCO)?
Consider both the initial cost and the long-term cost of implementing and maintaining the CCM software. Look for a solution that offers a reasonable pricing structure, taking into account factors such as licensing, implementation, customization, ongoing support, and maintenance.

3. Does the software offer automation capabilities?
Automation can greatly streamline your customer communication processes. Look for a tool that provides automation features such as workflow management, document generation, and scheduling. It will save time and improve efficiency in your communication workflows.

4. What type of personalization capabilities does it offer?
Personalized communication can significantly enhance customer engagement. Invest in a tool that enables dynamic content insertion, data merging, and segmentation capabilities to deliver tailored messages that resonate with your customers.

5. Is the software user-friendly?
An intuitive UI/UX design is essential for maximizing productivity and minimizing training time. Select software that has an intuitive interface and provides easy navigation. A steep learning curve may hinder adoption and slow down your communication processes.

6. Is the software scalable and flexible?
Consider your current and future needs when selecting CCM software. Look for software that offers scalability and flexibility in terms of users, data volume, and customization options.

7. Does it integrate with your existing systems?
Consider the software’s compatibility with your existing systems such as customer relationship management (CRM) software or enterprise resource planning (ERP) systems. Seamless integration will enable data synchronization and create a unified view of customer information.

Invest in the Right Customer Communication Management Software with Omni24

Customer centricity is all about putting the customer at the center of every business decision. Superior CX goes hand-in-hand with customer centricity. It includes all the interactions a customer has with a brand, from the first touchpoint to post-purchase support. Customer communication management software plays a vital role in delivering exceptional CX. It allows businesses to effectively manage communication across multiple channels.

Investing in customer communication management software can bring immense results for businesses, irrespective of their size. With the right software like Omni24 in place, businesses can ensure consistent and personalized messaging, timely responses, and efficient customer service. It helps in building strong customer relationships, increasing customer loyalty and driving revenue growth. The cost savings and improved efficiencies achieved through automation also contribute to a higher RoI.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

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FAQs about Customer Communication Management (CCM) Tools

1. Why should I invest in CCM software?

Investing in CCM software can bring several benefits to your business. It allows you to streamline your communication processes, saving time and resources. It also enables you to deliver personalized and consistent messages that improve engagement. CCM software can also enhance compliance with data protection regulations and ensure brand consistency across all communication touchpoints.

2. How does CCM software work?

CCM software works by integrating with your existing customer data sources, such as CRM systems to gather relevant customer information. With this data, the software enables you to create templates for different communication types. You can personalize these templates based on customer preferences and target specific segments. The software then automates the delivery of these communications through various channels.

3. Is CCM software suitable for businesses of all sizes?

Yes, CCM software can benefit businesses of all sizes. Whether you are a small startup or a large enterprise implementing the software can help you streamline your customer communication processes and improve efficiency. Smaller businesses can benefit from the automation and personalization features, while larger organizations can scale their communication efforts across different departments.

4. What security features does CCM software offer?

CCM software prioritizes security to protect sensitive customer data. It often includes features such as data encryption, secure file transfer protocols, and access controls to ensure that only authorized personnel can access and modify customer communications. The software complies with data protection regulations such as GDPR to safeguard customer data.

5. How does CCM software benefit customer experience?

CCM software improves customer experience by allowing businesses to send personalized and relevant customer communication to their customers. It enables businesses to deliver consistent messages across all channels, providing a seamless and engaging experience. The software also automates communication processes ensuring timely delivery of information.

6. How do businesses integrate CCM software into their existing systems?

CCM software can be integrated with existing systems through APIs (Application Programming Interfaces). The integration allows businesses to leverage customer data from their CRM (Customer Relationship Management) systems or other databases enabling personalized and targeted communication.