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Customer communications management software

Communication plays a fundamental role in all aspects of business. When properly managed, innovative customer communication shapes brand identity and substantially contributes to meaningful and lasting relationships with customers.

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What should you know?

Companies need to communicate with their customers for a variety of reasons. To keep their audience informed and engaged, organizations use a wide range of communication channels and methods such as emails, text messaging, live chat, voice calls, social media and more.

Innovative communication solutions are cloud based platforms that offer tightly integrated capabilities, which in turn enable you to provide strong, consistent, positive customer experiences. Providing these consistent experiences is a challenge for most businesses as customers get more tech savvy and less forgiving of subpar interactions.

Why should you use a customer communication management software?

Nowadays, customers expect personalized, quick, and knowledgeable service. Let’s take a look at some key e-commerce stats and trends from 2019:


Personalized content

43% of consumers prefer companies that personalize their experience.


Customer churn

41% of consumers switched companies over poor personalization.

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Bigger spending

48% of customers spend more when their experience is personalized.

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Irrelevant content

74% of people hate being shown irrelevant content.

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Why CCM software?

To summarize, effective management of customer communications implies delivering highly customer-specific, relevant communications through channels that customers prefer. To provide such personalized, centralized, and streamlined experiences, teams involved in customer communications need advanced tools.

Customer communications management software is a communication and collaboration application that enables companies to manage a high volume of outbound and inbound customer communications across a range of channels. It ensures that customer-facing communications are relevant, responsive, consistent, and based on data gathered from past experiences.

Advanced CCM Software

LiveAgent’s fully-featured customer communications management software is designed to unify numerous contact channels and ensure cross-channel consistency. LiveAgent’s all-in-one help desk solution provides companies with a single view of customer interactions, maintains a clear record of all relevant data, and integrates seamlessly with existing enterprise applications and systems to ensure highly personalized customer experiences.

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Who uses CCM software?

According to a recent Market Guide for CCM by Gartner, CCM solutions are primarily used by industries like insurance, banking, healthcare and utilities to generate communications such as invoices, statements, correspondence or alerts/notifications.

Customer communications management is widely used by organizations for marketing and billing purposes, so as a rule of thumb, customer communications management software is owned by product marketing, sales and support teams. 

Key features of the best CCM software

When choosing a customer communications management software, it’s important to take note of the key features it offers. The software should enable you to personalize the way your company engages with its customers and deliver the right message through the right channel at the right time.

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Cross and multi-channel consolidation

When looking for the best customer communications management solution, expect it to deliver clear, flawless, and consistent customer experiences across all channels (via phone, live chat, email, and social media.)


Automation & Personalizat-ion

Smart automation rules allow you to deliver highly customer-specific content when certain criteria are met. For instance, if a customer has purchased a specific product multiple times, they can receive a promotional email when the item is restocked or on sale.


Shifting over to cloud based services

Another important requirement of modern business is functionality designed with process optimization in mind. Platforms that are based on cloud or hybrid solutions solve this challenge and reduce high maintenance costs of legacy and homegrown CCM systems.

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Two way communicat-ion

Modern CCM software should support inbound and outbound communication, with all customer records stored in one place. Companies expect to view and manage all customer data in a single, easily accessible, and convenient location.

LiveAgent’s advanced CCM solution

LiveAgent provides a fully-featured solution designed to manage customer communications. Using LiveAgent, your team will be well equipped to generate, distribute, and track communications. The high tech customer communications management platform provides a highly tailored experience that integrates seamlessly with existing enterprise applications and systems. If you are looking for the top customer communications management software to improve brand recognition and increase customer retention, give LiveAgent a try. With its powerful feature package designed to maximize call center operational efficiency, LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2020.


Check out more key features

In addition to the features above, a great customer communication management software should also include powerful authoring tools. and customer engagement analytics. Check out more key features that a powerful CCM software should include by clicking the button below.

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Powerful authoring tools

More and more businesses choose to use a dedicated CCM solution with built-in functionality to create and manage key content elements within their communications. Most advanced CCM solutions today provide a highly powerful authoring or editing experience and enable nontechnical business users to update communications with no compromise on quality and time.

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Customer engagement analytics

Data analytics is an essential feature for customer communications management software because it lets companies gather metrics for key business functions (most responsive channels, ticket volume, resolution rates, cost per touch). This information provides businesses with intelligent data-driven insights to support revenue growth and profitability.

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