5 Best Customer Communication Tools for Your Business

Updated on September 23, 2024

Customer Communication tools refer to specific tools businesses use to connect with customers. These tools range from marketing channels (Instagram and other social media) to ticketing systems (Customer support tools). 

Businesses use these communication systems to:

1. Convey information to customers
2. Create meaningful relationships with customers
3. Offer personalized
4. Simplify customer journeys
5. Gather customer feedback

These processes and the communication tools that help process them have grown more complicated over the past few years to keep pace with rising customer demand. 

So, in this article, we’ll decode the customer communication tech stack and recommend the best customer communication tools we’ve tried and tested over the past few years. 

Customer Communication Tech Stack

Businesses use a wide range of software to manage communication. So, let’s explore the most common communication tech stack for businesses. 

Most businesses use the following software to manage their processes:

1. Live Chat Software – With the advent of generative AI solutions, live chat has become a popular way for customers to interact with businesses. These options are usually self-service and provide directions to the customer so that they can troubleshoot their problems using your documents and knowledge base. 
2. Ticketing Platform – One of the most crucial parts of customer support, these platforms store all customer issues and allow you to prioritize and solve them in an orderly manner. 
3. Email Marketing Platform – Platforms like Active Campaign help businesses automate their email marketing efforts through automation. 
4. Social media marketing platforms – This includes a wide range of applications that allow you to connect with your customers on social media. These platforms will enable you to schedule social media posts, run ads, and send messages. 
5. Customer Relationship Management (CRM) Systems – CRMs form the base of a lot of business. They are used to store lead information, market to leads, and streamline workflows around the purchasing process. 
6. SMS and Mobile Messaging – Mobile messaging and SMS are common ways to talk to your customers about anything urgent. Since around 70% of the world uses smartphone software that connects with messaging apps like WhatsApp and Line is essential. 
7. VoIP and Video Software – Phone calls and video are popular methods to connect with customers. Several software suites (like Teams and Zoom) provide these business functionalities. 
8. Feedback and Survey Platforms – Platforms like Survey Monkey allow businesses to get feedback about their products and services or conduct surveys for market research. You can also look at some SurveyMonkey alternatives if you need tools with more advanced features. These tools are used to provide proactive support to customers. 

Most businesses we serve have these functionalities embedded into their tech stack for customer communication. However, this list is significant, and finding a platform that fits all your needs is necessary. 

So, let’s discuss the five best customer communication tools for your business. 

Best Customer Communication Tools

As practitioners in the space, we use multiple customer communication tools. We’ve hand-tested the following to give you the five tools that fit most of the use cases described above. 

Evaluation Criteria

We’ve evaluated these communication tools on four criteria that are important to most businesses:

1. Integration-Friendly – We’ve looked at how many integrations are available with each platform and if they can be implemented without technical knowledge. 
2. Training Requirement – While most software requires some training, we’ve pointed out the ones that require extensive training to implement correctly. 
3. Pricing – We’ve checked the pricing for these tools to help you understand which tool suits your budget. 
4. Data Protection – We’ve checked the level of data security these platforms provide and the certifications they have, 

Read on to see which products made it to our listing. 

Result Summary

Software	Integration-Friendly	Training Required	Data Protection	Pricing
Kommunicate	Yes, no-code integrations	No, easy onboarding	GDPR, HIPAA, and SOC2 compliant	Full functionality at $100/month for two agents
Intercom	Yes, some technical know-how is needed	Yes	CSA, SOC2, HDS, and HIPAA compliant	Limited plans start at $39/agent/month
Zendesk	Yes, some coding is required	Yes	Compliant, but requires add-on purchase	Limited plans start at $55/agent/month
Hubspot	Yes, no-code integrations	Yes	CCPA, GDPR, SOC 2, and SOC 3 compliant	Basic plan at $15/agent/month
Freshworks	Yes, coding required	No, easy onboarding	SOC2, GDPR, PCI-DSS, CSA, and SIG compliant	Basic plan at $29/agent/month

Now that you have a brief overview of the results let’s look at a more in-depth picture. 

Review and Analysis

1. Kommunicate

Our personal bias aside, Kommunicate is an excellent platform for businesses that want to start with customer communication. It offers state-of-the-art AI models that can be integrated into live chatbots to talk with customers. 

You can connect your Kommunicate chatbot with a host of services, and we offer an easy-to-use, plug-and-play product. With features like seamless integrations and chatbot-to-human handover,We’re also certified in GDPR, HIPAA, and SOC2, so your PII data is always safe. 

Features

1. NLP and Generative AI Chatbot
2. Kompose Chatbot Builder
3. Live Chat
4. GDPR, HIPAA, and SOC2 certified
5. IOS certified
6. Support Ticketing System
7. Automated Feedback
8. Live Analytics Dashboard
9. Real-time communication tracking

Pricing

1. Free trial (30 days)
2. Lite – $100/month
3. Advanced – $200/month
4. Enterprise – Customizable Price

Kommunicate offers flexible pricing plans to suit different business needs.

2. Intercom

Intercom is one of the most significant players in the Customer Communication business. With the launch of their chatbot Fin, they also offer AI chatbot services. They also provide comprehensive ticketing solutions and a wide breadth of integrations. In addition, they offer AI-based email writers and a copilot for your agents, so you can run your email marketing campaigns natively without leaving the platform. 

Features

1. Generative AI chatbot
2. Comprehensive ticketing system
3. Live Chat
4. Deep integrations
5. Analytics dashboard
6. SOC2, CSA, HDS, and HIPAA compliant
7. IOS certified
8. Email marketing automation
9. Copilot for agents

Pricing

The core ticketing platform has the following plans.

1. Essential – $39/agent/month
2. Advanced – $99/agent/month
3. Expert – $139/agent/month

You must pay extra to access generative AI capabilities, email automation, and omnichannel messaging. You can calculate your probable spending with this calculator. 

3. Zendesk

Zendesk is another major player which offers a comprehensive ticketing system for your business. It has advanced features around email automation and provides an zendesk AI chatbot. 

Features

1. AI chatbot for live chatbot
2. Email automation
3. Omnichannel integrations
4. Analytics dashboard
5. Support Ticketing System

Pricing

The base plans are:

1. Team – $55/agent/month
2. Growth – $89/agent/month
3. Professional – $115/agent/month
4. Enterprise – Customized pricing

You will need to pay additional fees for the following features:

1. Advanced AI – $50/agent/month
2. Workforce Management – $25/agent/month
3. Quality Assurance with AI – $35/agent/month
4. Advanced data privacy and protection – $50/agent/month

4. HubSpot

HubSpot started as an email marketing platform but has evolved into an end-to-end business suite. Not only does it offer a suite for support ticketing, but it also has live dashboards and a knowledge base management offering built into the product.

It also has AI and automation features alongside an interactive live dashboard that you can use for analytics. 

Features

1. No-Code implementation
2. Large marketplace for integrations
3. Live data visualization dashboard
4. Ticketing platform
5. AI chatbot
6. CCPA, GDPR, SOC 2, and SOC 3 compliant
7. Knowledge Base management

Pricing

We’re including the pricing for the customer platform that provides most of HubSpot’s features:

1. Free tools – $0/month 
2. Starter Platform – $15/seat/month
3. Professional Platform – $1170/month (with five seats)

While the Starter plan is cheap, it has limited access to the HubSpot platform and lacks several crucial features.

5. Freshworks

Freshdesk was built to be a customer service platform that serves businesses of all sizes. So, it has a customizable suite of features that cover everything from ticketing to email automation. The newly incorporated FreshChat also adds an AI-enabled chatbot to the mix, making it an excellent customer communication platform. 

Features

1. Live chat and AI chatbot
2. Ticketing system
3. Email automation
4. Omnichannel messaging
5. Live analytics dashboard
6. SOC2, GDPR, PCI-DSS, CSA, and SIG compliant
7. IOS certified

Pricing

The base plans available are:

1. Growth – $29/agent/month
2. Pro – $69/agent/month
3. Enterprise – $109/month

However, there are some add-ons you need to purchase to enable enhanced functions around calling and AI chatbots. 

Wrapping it Up

Businesses are using customer communication tools to meet the rising customer demands. Given the current landscape, it’s easy to point out the types of features that a business should look for in its customer communication tools.

However, given the variety of solutions available, it becomes challenging to choose core platforms that can fulfill most of the use cases under customer communication.

We worked with our tech team to evaluate multiple tools for their efficiency and pricing and are presenting you with the five we loved. These products will offer full functionality and provide solid ground to scale your customer communication efforts. 

If Kommunicate fits your needs best, we have a 30-day free trial so that you can test our product.