If your job involves talking to customers, then it also means talking about customer service.
Customer service is not just a concept that is limited to one department of your company. Rather, it is a business strategy that must be rooted in your corporate culture. It doesn’t matter if you’re on a customer service, sales, or marketing team, your associates need to be customer-centric and focused on creating enjoyable experiences.
One place to start is communication with the customer. Having a standardized approach on how to engage customers creates a brand experience, which collaborators can replicate consistently. That way, it doesn’t matter if a customer is working with a service, sales, or marketing rep – they’re actually experiencing positive interactions along the way.
In this article, We will explain what is the management of communication with the client or CCM (for its acronym in English), and later we will end by listing some software options that can help you manage your customer interactions effectively.
What is customer communication management?
It is the strategy of a company to communicate with its customers. In most cases, CCM runs through a tool or software that integrates all conversations. This helps marketing, sales, and service teams optimize customer engagement.
Communication with the client is not limited to your customer service team, it is a strategy that involves collaborators facing the client throughout the organization. Centralizing your outbound conversations in one accessible space encourages departments to work collaboratively and creates a Customer-Based Cycle that attracts, engages, and delights customers.
Outgoing communication comes in two ways. It can be a live interaction, such as a phone call or in-person conversation, or it can be a digital interaction that takes place through a written medium. CCM takes both types into account and uses unique tools to record and categorize these conversations.
Live interactions are usually recorded on a support ticket or on the contact’s profile within your team’s database. That’s because these conversations are completely personalized and are only relevant to specific customers.
Digital interactions can be relevant to your entire customer base. For example, if you have a subscription-based business, all of your customers will receive an invoice. Although they don’t interact much with this content, it still has an impact on your customers’ experience. Audit and optimize these interactions is becoming increasingly important to CCM, as the business continues on its way to a digital landscape.
Now that we’ve provided an overview of CCM, let’s look at the tools your team should consider to manage customer communications.
5 customer communication management software
HubSpot is an all-in-one marketing, sales, and customer service platform. Its system is based on its free CRM and all the tools it offers are connected to your central customer database. That way, it doesn’t matter if it’s a marketing, sales, or customer service representative – all your employees will have access to the same tools and information.
For customer communication, HubSpot has tools that manage live and digital interactions. Its sales and marketing email tools help teams proactively connect with customers and engage them over time. Its Conversations function centralizes responses so that communication is channeled in a collaborative space. There, employees can distribute attractive offers, nurture interested leads, and delight frustrated customers.
Price: Free CRM; $ 45 per month for Service Hub Starter; $ 360 per month for Service Hub Professional; $ 1,200 per month for Service Hub Enterprise.
Image from TrueDialog
TrueDialog is an SMS communication tool that schedules and sends text messages to your customers. You can distribute offers like coupons and surveys, and send important notifications to your entire customer base.
You also have one-to-one text messages. Therefore, not only can agents send alerts, but customers can respond to them and ask questions if necessary. This eliminates friction within the service experience because customers can use the same communication channel to get immediate answers to urgent questions.
Price: $ 99 per month for the Small Business Plan; $ 375 per month for the Business Pro plan; $ 899 per month for the business plan; $ 2,499 per month for customer’s business plan.
Image by AmoCRM
This CCM software acts as a host for various messaging tools. Therefore, regardless of the channel where your customers prefer to communicate, you can involve them in the same medium with which they feel most comfortable.
All conversations are routed to a shared inbox, allowing your agents to communicate through a consistent interface. By streamlining this internal process, your agents will improve their response rates and resolve issues more quickly.
Price: $ 15 per month per user for the base plan; $ 25 per user per month for the advanced plan; $ 45 per user per month for the business plan.
Image by Unymira
Unymira is a customer service tool that uses a knowledge base as the center of its communication platform. Once the knowledge base is created, you can create features such as chatbots and service workflows that are derived from website content. This creates a self-service hub that customers can navigate to whenever they have a question about your products or services.
Price: Prices available upon request.
Image from MessengerPeople
MessengerPeople is a communication platform that focuses on live chat. Allow your team to communicate with customers through the most popular live chat channels such as Facebook, WhatsApp, Apple Business Chat, and Telegram. It also saves customer information, so you know which channels each uses the most.
Another cool feature MessengerPeople has are the “chat blocks”. These are pre-written answers that can improve an agent’s efficiency. Instead of writing a reply that is used on a daily basis, agents can simply paste the recording into the chat and send it immediately. This saves them time and creates more consistency in customer communication.
Price: € 499 per month for the medium plan; € 999 per month for the large plan; custom pricing for the extra large plan.
If you are looking to improve the relationship with your customers, access the guide to delight them.