Secret > Customer Communication Software

Customer Communication

The number of external documents is very important for effective and efficient customer communication. For this reason, the use of customer communication management (CCM) software is essential to centralize these documents, improve the customer experience, and build customer loyalty. Such a tool will save you time while significantly improving the productivity of your teams.

All categories in Customer Communication
Video Conferencing Call Centers Customer Support
15 deals available
logo twilio

Twilio

Strengthen your customer relationships thanks to...

$1,000 in credits for 1 year

Save up to $1000

Unlimited

logo google workspace

Google Workspace

A complete suite to improve employee productivity

20% off the Standard or Plus plan

Save up to $9360

Premium

logo hubspot

Hubspot

CRM, marketing automation & customer service...

90% off the 1st year (then 50% off the 2nd year and 25% off lifetime)

Save up to $7000

Premium

logo zendesk

Zendesk

Create a customer success support suite that is...

6 months free of both Zendesk Suite and Sales CRM (any edition)

Save up to $50000

Premium

Popular

logo yext

Yext

A search platform integrated into the customer journey

$35,000 credits on Yext

Save up to $35000

Unlimited

New!

logo salesforce essentials

Salesforce Essentials

CRM software for SMEs

50% off Annual Subscription

Save up to $1500

Premium

logo intercom

Intercom

Strengthen relationships with your customers with an...

95% off on the Advanced Intercom features and on the Early Stage Academy

Save up to $1132

Premium

Popular

logo engagebay

EngageBay

All-in-one marketing, sales and support software

6 months free on All-in-One Growth Plan

Save up to $180

Premium

logo the saasy people

The SaaSy People

100% UK Based outsourced customer support. Tailored...

50% off on the annual plan plus an exclusive zero onboarding

Save up to $10000

Premium

logo livechat

LiveChat

Customer service and chat software

$150 credits (Team, Business and Enterprise Plans)

Save up to $150

Premium

Popular

logo liveagent

LiveAgent

Customer support software

$120 credits on any plan

Save up to $120

Premium

Popular

logo freshdesk

Freshdesk

Customer service software to optimize your client...

$1,250 credit (credits only apply on the Pro Plan)

Save up to $1250

Premium

Popular

logo freshchat

Freshchat

A centralized and optimized messaging service

$1,250 credit (credits only apply on the Pro Plan)

Save up to $1250

Premium

Popular

logo freshcaller

Freshcaller

Cloud telephony and call center software

$1,250 credit (credits only apply on the Estate Plan)

Save up to $1250

Premium

logo meetfox

MeetFox

Scheduling and meeting software

50% off any plan for 12 months

Save up to $210

Premium

About Customer Communication

What is Customer Communication Management?

Customer Communication Management (CCM) is a strategy for better management of customer documents. This approach does not only refer to digital documents, but also to letters or documents in paper format. This is important because not all your customers are equally familiar with the digital world. In addition, there are likely to be many points in your customer journey that retain paper documents. For all these reasons, it is essential to have a global vision of your communication to give your customers a choice and gain efficiency.


Customer communication management software will centralize your efforts. Your employees will be able to create, distribute, store, and access documents quickly, regardless of their department of origin. Indeed, CCM is useful for marketing teams, for the launch of new products, but also for correspondence with your customers or for renewal notices. 


In concrete terms, this indispensable tool for good customer relationship management will centralize and standardize the company’s various documents on paper, mobile, or web. On the one hand, the customer benefits from the necessary information at all times, but this information is also qualitative and personalized.


In summary, the use of customer communication management software allows you to:

- Establish a personalized relationship with your customers

- Maintain quality communication throughout the customer journey

- Standardize your company’s communication and reduce the time it takes to update documents

- Improve your company’s brand image


This makes it much easier for you to achieve your sales targets, as you significantly improve the customer experience. Note that CCM can also allow you to better manage the interactions between your company and distributors, partners, or suppliers.

What is the difference between CCM and CRM?

Although these two types of SaaS software may be confused, they are in fact very different. CRM (Customer Relationship Management) software allows you to centralize and manage prospects and customer relations, but also to monitor sales or manage complaints addressed to customer service. The objective of CRM tools is therefore to collect customer data and analyze the centralized information to improve the customer experience by facilitating the work of employees.


CCM, on the other hand, focuses on document management. Although it also incorporates issues of improving the customer experience, its objective is rather to personalize the messages sent or to ensure a qualitative customer experience, regardless of the channel used by that particular customer. Indeed, it is quite possible that some of your customers prefer a particular channel. This is where customer communication management software comes into its own. It will allow you to personalize the message by addressing each customer in an adapted manner using the channel they prefer and by providing quality information at all times to facilitate their purchase or request for information.

What are the most common tools used in the CCM of a startup?

Like any company, a startup needs to be in full control of its communication. Moreover, improving customer relations and building customer loyalty will require controlled and personalized communication. To do this, several CCM tools exist that can help you outperform the competition.


Quadient Inspire


To improve your customer relationship strategy, the Quadient Inspire platform is a great choice. This software allows you to create and test communication templates across all your channels in a timely manner. A drag-and-drop editor allows you to design impactful, personalized templates that can be stored in the software’s library. In a second step, these documents are integrated into a customer journey map. You can then visualize your communication strategy in a simple and effective way via various dashboards. In addition, sales and marketing staff can add comments or make changes in real time. All these features are essential to keep control of your communication and personalize the customer relationship.


OpenText Exstream


One of the best customer communication management solutions is OpenText Exstream. This tool offers you the opportunity to transform your communication into exceptional customer experiences. It does this by centralizing all the key documents and functions of your CCM strategy. This means that your teams can easily design digital or paper documents directly in the cloud. Even employees without extensive technical knowledge can edit or customize communication content. In addition, the platform offers full integration with leading CRMs such as Salesforce. All of this helps you to improve customer satisfaction by providing tailored communication to your customers.


LiveAgent



What better tool to improve customer relations than LiveAgent ? This solution is used by such prestigious names as Forbes, Airbus, and Nascar. LiveAgent will allow you to create relevant content to personalize your communication while drastically reducing costs. You can consolidate the omnichannel experience of your customers by creating relevant documents in a few clicks and distribute them on all communication channels. In addition, the platform unifies all communications in a single interface. Via various dashboards, it is then possible to track key data such as customer engagement, most responsive channels or cost per contact. For efficient document dematerialization or a quality experience across all media, LiveAgent is undoubtedly one of the most effective customer relationship tools.