10 Customer Messaging Software You Need To Know In 2024

Table of Contents

Last Updated: April 2024

In the ever-evolving landscape of customer communication, staying ahead of the curve is essential. As you strive to provide seamless and personalized interactions, opting for the right customer messaging software can make all the difference.

As we step into 2024, many innovative solutions have emerged to streamline and enhance these crucial interactions. Moreover, incorporating personalized consumer experiences can boost your online conversion rate by approximately 8%

In this article, we’ll take a closer look at the top 10 customer messaging software options you need to know. So, without further ado, let’s dive in!

1) Saufter

Rating: 5/5

Pricing: Custom

Saufter integrates email, live chat, and social media to streamline customer engagement. Its intelligent automation simplifies repetitive tasks, monitors orders around the clock, and expedites e-commerce returns. 

Key features

    • All-in-One Helpdesk Software: Saufter provides a comprehensive solution that consolidates various customer service tools into a single platform.
    • Email Integration: Integrate email communication seamlessly with the helpdesk to efficiently track and manage customer inquiries.
    • Live Chat Integration: Offer real-time support through live chat and enhance the customer experience with an AI chatbot that understands your workflows.
    • Social Media Integration: Connect with customers on popular social media platforms like Facebook, Twitter, and Instagram.
    • Prebuilt Automation Workflows: Customize and deploy prebuilt workflows for SaaS and e-commerce.

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2) Hiver 

customer messaging software

Rating: 4.6/5

Pricing: Plans start from $15/month with a 7-day free trial.

Hiver is not your typical customer messaging software; it’s a game-changer in the realm of collaborative email management. 

It consolidates customer inquiries received through various channels like live chat, knowledge base, WhatsApp, and voice channels, and streamlines customer communication.

Key features

    • Shared Inbox: Hiver lets teams work together on emails, so they can share, assign, and keep track of customer conversations easily.
    • Email Collision Alerts: Hiver’s collision alerts prevent duplicate responses to customers by notifying team members when someone else is handling an email.
    • Email Templates and Snooze: Streamline your responses with pre-built email templates, and schedule emails to be sent later with the ‘Snooze’ feature.
    • Analytics and Reporting: Gain valuable insights into your team’s email performance with Hiver’s analytics and reporting tools.

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3) Front

Rating: 4.7/5

Pricing: Starts at $19/month for small teams and $59/month for larger organizations.

Front serves as a comprehensive platform for customer communication. It enables your team to centralize messages from multiple channels, route them to the right team member, and maintain a transparent overview of all customer interactions. 

Key features

    • Email Collaboration: Teams can work together on emails received in shared inboxes like contact@ and orders@. 
    • Automatic Message Routing: Messages are routed based on criteria such as keywords, sender, or the time they were received.
    • Team Cooperation: Team members can join forces on customer inquiries by sharing conversations, adding internal notes, and creating drafts collaboratively.
    • Streamlined Workflows: Front streamlines your email management, reducing manual tasks and allowing your team to focus on essential matters.

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4) Hubspot

customer messaging software

Rating: 4.4/5

Pricing: Get started for free; paid plans begin at $18/month.

HubSpot is a well-known collection of software solutions, encompassing marketing, sales, customer service, and CRM software.

Among its key offerings is the customer messaging platform, which is specifically crafted to streamline business communications and elevate customer engagement.

Key features

    • Shared Inbox: HubSpot’s shared inbox consolidates customer communications from live chat, Facebook Messenger, chatbots, team email, and various other channels.
    • Real-Time Communication: The ‘Conversations Inbox’ provided by HubSpot offers a real-time, consolidated view of messages from all integrated channels.
    • Automated Chatbots: HubSpot’s chatbots are designed to streamline workflows and handle tasks like lead qualification and meeting scheduling.
    • Collaboration: Enhance collaboration by integrating shared email aliases with the Conversations Inbox.

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5) Zendesk

Rating: 4.3/5

Pricing: 14-day free trial; Basic plan is $19/month.

Zendesk serves as a customer service solution that enables smooth and immediate interactions with customers through multiple channels. 

Key features

    • Omnichannel Support: Zendesk allows you to centralize customer inquiries from various channels, including chat, email, social media, and SMS. 
    • Automation and AI: Automate routine tasks, route inquiries to the right teams, and use AI-powered chatbots to provide instant responses and solutions.
    • Collaboration Tools: With shared inboxes, internal notes, and assignment features, your team can work together effectively.
    • Analytics and Reporting: Track response times, customer satisfaction, and support team productivity to continuously improve your service.

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6) Zoho Desk

customer messaging software

Rating: 4.4/5

Pricing: Try free for 15 days, plans begin at $14/month.

Zoho Desk provides customer messaging software for delivering top-notch customer support through various channels. It’s an integral component of the broader Zoho Suite, offering a comprehensive solution for efficiently managing customer communications.

Key features

    • Multichannel Support: Zoho Desk allows you to centralize customer inquiries from various channels, including email, chat, social media, and phone. 
    • AI-Powered Assistance: Utilizes AI capabilities to automate everyday tasks, categorize and direct tickets, and provide support agents with recommended solutions.
    • Self-Service Options: Zoho Desk offers a knowledge base and community forums, enabling customers to find answers to common questions on their own.
    • Analytics and Insights: Use Zoho Desk’s data tools to get useful information about your customer support. You can see how tickets are changing, how well your agents are doing, and where you can make things better for your customers.

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7) LiveAgent

Rating: 4.5/5

Pricing: Choose from a 7-day or a 30-day free trial; paid plans begin at $9/month.

The LiveAgent customer support tool combines multiple channels in one place. It helps you by keeping track of customer questions, giving you easy access to information, and helping you know how long it takes to help customers.

Key features

    • Multi-Channel Communication: LiveAgent consolidates customer inquiries from various channels, including email, chat, social media, and voice calls, into a single platform.
    • Ticketing System: Your agents can assign, track, and resolve tickets effectively, ensuring no query falls through the cracks.
    • Live Chat: LiveAgent offers a robust live chat feature for real-time customer interactions.
    • Knowledge Base: LiveAgent includes a knowledge base where you can store articles, FAQs, and guides for customers to access self-service solutions.

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8) Podium

customer messaging software

Rating: 4.5/5

Pricing: Starts from $249/month

Podium helps you to improve relationships with customers and manage your online reputation. It brings all customer messages, like text, Google reviews, and Facebook messages, into one place for easy management.

Key features

    • Multi-Channel Messaging: Podium allows you to engage with customers through various channels like text, web chat, Facebook, and Google.
    • Review Management: It offers robust tools to monitor and manage online reviews from platforms like Google, Yelp, and Facebook. 
    • Team Collaboration: You can assign tasks, share notes, and ensure a cohesive response to customer messages.
    • Feedback Collection: Gather valuable feedback from customers through customizable surveys and forms.

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Recommended: Helpshift Pricing: Which plan is the best for you?

9) Helpshift

Rating: 4.3/5

Pricing: Free plan available, paid plans begin at $150/month.

Helpshift is a customer support platform that brings together various ways to talk to customers, like in-app chat, web chat, email, social media, and phone, all in one place. 

It uses smart AI and automation to provide self-help tools such as searchable FAQs and chatbots, plus AI-guided issue routing.

Key features

    • In-App Messaging: Helpshift offers in-app messaging capabilities, allowing businesses to engage with customers directly within their mobile apps or websites. 
    • AI-Powered Automation: Use AI to do everyday tasks, send queries to the right agents, and quickly answer common questions.
    • Self-Service Options: Helpshift gives customers tools like FAQs and a knowledge base so they can find answers independently.
    • Analytics and Insights: Get smart information about how customers act and how support works using Helpshift’s data tools. 

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10) Freshchat

customer messaging software

Rating: 4.4/5

Pricing: Free for up to 10 agents, plans start from $15/month

Freshchat, developed by Freshworks, is a real-time communication tool designed for sales and customer engagement teams. It enriches customer interactions through features like triggered messages, in-app campaigns, integrated self-help resources, and smart message routing. 

Key features

    • Real-Time Messaging: Freshchat lets you interact with your customers in real-time via messaging, including in-app chat, web chat, and social messaging apps.
    • AI-Powered Chatbots: Use AI-driven chatbots to automate responses, qualify leads, and route inquiries to the right teams for efficient and personalized customer interactions.
    • Multi-Channel Integration: Bring together customer inquiries from various channels into one inbox, helping support agents handle all communication efficiently.

Final Thoughts

As we dive into 2024, these 10 platforms are poised to transform the way you connect with your customers. 

It’s crucial to keep in mind that a significant portion of consumers, a staggering 78%, prefer to engage with businesses for customer service and support through multiple channels

This underscores the need for customer messaging software to offer exceptional functionality. So take your time to review each software and select the one that aligns with your business needs. 

If you’re in a dilemma, we suggest you check Saufter. With its focus on real-time support and AI-driven chatbots, Saufter ensures exceptional customer experiences while addressing the mobile-savvy preferences of today’s consumers. 

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