6 Features Your Customer Communication Platform Should Have

November 17, 2020 (Updated)

Conversational Messaging, Customer Service

managing customer communication

You already know how important it is to deliver a seamless, immediate, and convenient experience across all channels. But, if you’re like most businesses, you also know that omnichannel strategies are easier said than done. A customer communication platform is necessary to deliver stellar customer service at scale.

So, what makes a customer communication channel so powerful? In short, it helps your team work more efficiently and helps you provide better, faster customer service. Let’s get specific. 

Make sure your customer communication platform has these six features: 

1. The ability to aggregate communication channels

Your customer communication platform should make it easy for you to manage conversations across different channels. A singular place to manage customer engagement puts you in control. It helps you prioritize your responses and helps make sure you never miss a message. 

Aggregating communication channels also helps unify the customer experience. A good customer communication platform will give you a more robust understanding of each customer.

Make sure to check out the dashboard or interface your team will be working with. It’s important that your dashboard has an intuitive user interface. 

For example, Hubtype Desk’s simple interface works just the way you’d expect it to. It eliminates the need for intensive employee training, speeds up learning curves, and reduces internal frustration. 

customer communication platform dashboard

2. A rich message framework

Next, make sure you can communicate with your customers with more than just text. Your customer communication platform should let you use images, buttons, carousels, calendars, maps, videos, forms, and much more. 

Graphic interfaces offer a much better experience than text-only chatbots. They eliminate steps in the customer journey and help your customers reach their goals faster. 

The result is a seamless, frictionless experience that your customers will actually enjoy. Here’s an example of how Hubtype elevates conversations with buttons and carousels:

conversational app hubtype

3. Purposeful automation

At the enterprise level, most businesses need to lean on automation to deliver the type of service their customers expect. Automation helps customers get fast answers to simple questions. It also frees up human agents for higher-value work. 

Your customer communication platform should support the level of automation that makes sense for your business. In most cases, we find that our clients succeed with rule-based, or decision tree automation. But, if more advanced automation is necessary (like AI or NLP) we can handle that, too. 

We’ve all seen examples of bad automation and frustrating chatbots. You want to make sure your customer communication platform makes things better, not worse.

4. Management of the chatbot-human handoff

The balance between automation and human service is important to get right. Your customer communication platform should help optimize your workflows and resources. 

You’ll need a tool that helps you manage the handoff between chatbots (automation) and humans. This makes for more efficient teams — and more satisfied customers.

With Hubtype, our clients can seamlessly route questions to humans if needed. After a human resolves an issue, they can even pass the conversation back to a chatbot. This creates a well-oiled customer service machine, ready to take on anything. 

5. Personalization

Personalization is a major focus of businesses going into 2021 — and with good reason. One study found that 80% of customers are more likely to purchase products and services from brands that offer personalized experiences.

And, we’re not just talking about first names in email subject lines. What’s required today is much deeper than that. Your customer communication platform should help you unify customer data across channels and make your conversations more meaningful. 

Your Customer Relationship Management system (CRM) stores important data about your customers and their needs. With Hubtype, you can connect your CRM to your customer communication platform for contextual and relevant experiences. 

6. Security

Last but not least, security. Make sure to select a vendor that is compliant with your local data and privacy regulations. A good customer communication platform will make it easy for you to erase all customer data regularly. 

If you’re working with a service provider, make sure they have safeguards in place to protect the confidentiality of your information. These methods should include encryption, penetration testing, confidentiality agreements, and incident response plans. 

The world’s leading banks and insurers trust Hubtype to safeguard their customer communications. We help enterprise companies serve customers on messaging at scale, without sacrificing security.

Are you ready to unlock the power of a customer communication platform?

Speak to one of our experts to see if Hubtype is a good match for your business goals.

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Scaling and managing messaging queries from customers is really difficult, and companies are lost. This free, 27-page report covers how companies are navigating the communication gap, and the technology and human resource changes any support center can expect to make over the next three years.

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