Want to provide contextual, personalized, and timely responses to customer queries across all channels? Customer messaging platforms can help you achieve that without overhiring or burdening agents.
Text Messaging communication boasts a 98% open rate, coupled with a substantially high engagement rate, and we cannot afford to overlook this opportunity.
That’s why we have curated this blog on the 10 best customer messaging tools with features, advantages and disadvantages, and pricing.
What are Customer Messaging Platforms?
Customer messaging platforms are specialized software that help businesses interact with their customers through multiple messaging channels, such as live chat, SMS, and social media, all within a unified interface.
Such platforms not only centralize customer communications but also integrate with sales, customer success, and support teams. By utilizing customer messaging tools, you can easily deliver quick and personalized customer support, ensuring cohesive management of customer interactions and relationships.
Customers expect instant and interruption-free communication over texts from businesses regardless of their messaging channel. Not fulfilling this leads to reduced customer satisfaction and lost engagement opportunities. Customer messaging platform like ControlHippo can help avoid this by centralizing all channels for real-time instant communication.
Top 10 Customer Messaging Platforms to Consider in 2024
The market is saturated with customer messaging tools, but only a few truly have the potential to enhance customer experience. In this section, we’ve examined such platforms in depth.
Our selection process for [Customer Messaging Platforms] is conducted by carrying out thorough research and scrutiny. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews from SoftwareSuggest, G2, and Capterra. We are committed to helping businesses make informed decisions to enhance their operational efficiency and productivity.
1. ControlHippo
ControlHippo is the best customer messaging platform that enables large-scale personalized customer interactions over multiple channels. With this platform, you can engage with your customers on WhatsApp, Messenger, Email, Instagram, and more from one place.
Features
- Assign chat
- Resolve/unresolved chat
- Bulk messaging
- Workflow automation
- Automated message sequence
- Third-party integrations
Pros
- ControlHippo functions very smoothly, even with high message volumes.
- Allows you to seamlessly manage multiple WhatsApp accounts in a centralized place minus the hassle.
- Its shared inbox enables your team to work in a common space, keeping everyone in the loop and ensuring no messages are left unattended.
Cons
- The application may rarely freeze, hampering the user experience.
- Has some minor bugs that need to be resolved.
Pricing
- Free Trial: 10 days
- Bronze: $20 Per user/month billed annually
- Silver: $28 Per user/month billed annually
- Gold: Contact Us
*Pricing accurate as of: 14-06-2024
2. Front
Front streamlines communication via its feature-rich and holistic inbox. It ensures speedy service personalization by providing you with all the relevant customer data and history in one place.
Features
- Collaborative email
- Automated workflows
- Reply templates
- Reporting
Pros
- Its tag feature makes email management easier, helping you sort tasks into custom categories instead of common categories, saving time and effort.
- Front’s low data consumption and consistent experience across mobile and web ensure an uninterrupted communication experience.
- Its out-of-office status ensures that incoming emails are never left uncatered, as no emails are assigned to unavailable employees.
Cons
- The customer support team takes long to respond.
- Has a steep learning curve.
Pricing
- Growth: $59/seat/month
- Scale: $99/seat/month
- Premier: $229/seat/month
3. Sinch
Sinch is an amazing customer messaging platform that enables businesses to build close connections with their customers throughout their journey with its features. You can expect cost-effective and scalable customer conversations over messages with Sinch.
Features
- Sinch push
- Website or app live chat
- Media and guided responses
- Number lookup
Pros
- Sinch’s customer support is highly responsive, whether you have concerns about adding new features, billing issues, or supporting end users.
- Its features and highly accurate analytics are designed to improve your campaign conversions.
- Sinch’s APIs are exceptionally well documented, making it seamless to integrate and use.
Cons
- Takes time to update your message credits after debiting your account.
- The process of adding extra services involves extensive paperwork and tons of meetings.
Pricing
- 10DLC (Digit Long Code): $0.0078/ outbound or inbound message.
4. HubSpot
HubSpot is a reputed customer messaging platform that helps you drastically improve customer engagement and streamline personalized customer communication. It also allows you to assess and improve customer satisfaction levels through message surveys.
Features
- Canned responses
- Follow-up notifications
- Ticket prioritization
- Universal or shared inbox
Pros
- HubSpot’s customer service forms and ticket property management make client requests and issue prioritization easier. This is important as 3 in 4 customers tend to buy more from businesses that offer great customer service and experience.
- Its seamless integration with your email system makes email management a breeze.
- Its intelligent implementation of filters, tabs, and search functions makes UI navigation friction-free.
Cons
- Some of the features and automations have a learning curve.
- Feedback surveys have limited customization options.
Pricing
- Professional: $90/seat/month
- Enterprise: $130/seat/month
5. LiveAgent
LiveAgent is a customer messaging tool that connects your support reps with your customers in real time, improving engagement and reducing tickets. This customer support software also integrates all your customer communication channels into one interface.
Features
- Proactive chat invitations
- Chat button animations
- Real-time typing-view
- Chat embedded tracking
Pros
- LiveAgent’s dashboard insights keep you updated on project progress without the hassle of back-and-forth communication.
- Email ticket references make it easier for your colleagues to search and access the email.
- Its live chat feature promotes real-time engagement and enhanced customer experience.
Cons
- Updates features frequently, which disrupts workflows due to navigation issues.
- Doesn’t allow you to link a knowledge base article to a support ticket directly.
Pricing
- Small: $9/agent/month
- Medium: $29/agent/month
- Large: $49/agent/month
- Enterprise: $69/agent/month
6. MessageBird
MessageBird is a customer messaging platform that lets you interact with customers and efficiently manage customer data without compliance breaches. From tracking customers to creating a customer database, this tool does it all.
Features
- Visual campaign builder
- Generative AI
- FAQ bots
- Customizable chatbot templates
Pros
- MessageBird sends automated replies so that no customers are left unattended, even during off hours.
- Its reporting dashboards provide exhaustive insights into inbox activities on the ticket and agent levels.
- Its administration panel enables you to understand how to execute a particular action, whether it's message automation or flow configuration.
Cons
- The user interface is difficult to understand for anyone with a non-technical background.
- Has frequent service outages on various channels.
Pricing
- Contact-based (for 3000 contacts): $45/month
- Enterprise: Contact sales
7. Podium
Podium is an all-in-one customer messaging platform that lets you attract leads by sending the right message based on the customer’s position in the customer journey. Its features allow you to stay available for customers on their preferred messaging channel.
Features
- Online reviews management
- AI instant answers
- Text-based surveys
- Bulk messages
Pros
- Its messaging feature frees up your business number for new customers who are yet to know about the texting option.
- Podium’s review integration makes it easier for customers to leave reviews without any exhausting login steps, drastically improving review traffic.
- Its ability to share secure payment links eliminates your customers’ data safety concerns.
Cons
- Sometimes sends automated messages at the wrong time, which confuses customers.
- Customer support response times are long.
Pricing
- Core: $399/month
- Pro: $599/month
- Signature: Contact sales
8. Intercom
Intercom is a customer messaging software that manages conversations across web, mobile, and social media channels. Besides, this customer service messaging platform combines messaging, chatbots, and customer data into a single system. Intercom provides real-time visitor insights and segmentation tools for personalized customer messaging. Its chatbots and automated workflows help scale customer support, while the shared team inbox ensures comprehensive query management.
Features
- Shared inbox
- Basic chatbots and automations
- Ticketing system
Pros
- Extensive integration options with other business tools.
- Real-time insights help personalize customer interactions.
Cons
- Can be expensive for smaller businesses.
- Steep learning curve for advanced features.
Pricing
- Essential: $29/user/month
- Advanced: $85/user/month
- Expert: $132/user/month
9. Telegram
Telegram is a customer messaging platform offering secure and fast communication for businesses. Telegram’s API and bot capabilities allow for integration with existing systems, enabling task automation and quick responses to common queries. The platform prioritizes privacy and security, appealing to businesses handling sensitive customer information.
Features
- 4GB file uploads
- Voice-to-text conversions
- Advanced chat management
Pros
- Supports rich media content for customer interactions.
- Open API allows integration with other customer service tools.
Cons
- Limited built-in customer support features compared to specialized platforms.
- Can be challenging to organize and search through message history.
Pricing
- Free
- Premium: $4.99
10. Viber
Viber is a customer communication platform that connects businesses with their audience through multiple channels. Its business messaging API integrates Viber’s capabilities into existing customer service workflows. Their customer messaging system also supports voice and video calls, offering options beyond text-based communication.
Features
- Voice and video calls
- Disappearing messages
- Multi-device accessibility
Pros
- Multiple communication options for diverse customer needs.
- Strong presence in certain global markets.
Cons
- Less robust business-specific features compared to enterprise-focused platforms.
- Limited analytics compared to dedicated customer service platforms.
Pricing
- Free
- Contact the company for premium
Wrapping Up
Customer messaging platforms enhance customer engagement, improve customer service quality, and shorten response times, ultimately boosting customer loyalty. But that’s only possible when you adopt the right customer messaging platform with relevant features and reasonable cost.
You can also cut out the hassle and choose the best customer messaging software, like ControlHippo. It can truly transform your customer service by adapting needs of different types of customers, boost efficiency, reduce wait times, and accelerate sales closure. Start your free ControlHippo trial now!
Frequently Asked Questions
Customer messaging refers to online client-business interactions over messenger channels like business messaging apps, emails, or texts.
A messaging platform is customer service messaging software that businesses or contact centers use to send customer messages to customers across different channels.
WhatsApp is the most popular messaging platform, but it lacks business messaging features to engage customers. That’s why we recommend shifting to a robust customer service messaging platform like ControlHippo.
Instant messaging platforms (IM platforms or instant messaging apps) are communication and collaboration tools that enable businesses to support interruption-free conversations among remote employees.
Updated : November 13, 2024
Naina Khare is an experienced content writer specializing in business communication solutions. Her expertise in omnichannel communication shines through in her clear, engaging content. Naina’s writing helps businesses navigate and enhance their communication strategies, making complex concepts more accessible.
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