What Is a Customer Communication Management Platform?

A customer communication management platform is a business tool used by organizations to manage all incoming and outgoing customer communications. All conversations taking place on multiple channels are stored in a central location for easy organization. Employees can refer to past customer communications and use context to interact with customers and keep them engaged.

What is a customer communication management tool

Why Use Customer Communication Management Platform

Offer Multichannel Support
Communicate on Multiple Channels

Juggling between multiple communication channels such as live chat, email, or phone, can hamper your team's productivity. With a customer communication solution, you can manage all channels from a single dashboard.

Offer 24x7 Self-Service

Many customers might not directly reach out to you and instead, search for answers to their queries online. Allow customers to find relevant FAQs, help articles, guides, etc. and reduce your support volume.

Collaborate Across Organization

For effective communication, collaborate across teams and take inputs from everyone. With team collaboration features such as internal notes, parent-child ticketing, etc., you can drastically improve internal and external communications.

Leverage Customer Context

With the customer communication management solution, you can easily view the interaction history at a glance. Gain insights into customer activities, interests, and delight them with personalized responses.

Resolve Issues Faster

CCM platforms offer all the tools your business needs to respond to customers quickly. Automate manual and repetitive tasks and use canned responses for super-fast chat or email replies.

Get Data-Backed Insights

With client communication management software, get data-backed insights on how well your team is handling customer conversations. Share instant surveys with customers to capture feedback and measure satisfaction.

Manage All Customer Communication in One Place

Collaborate internally & delight customers with seamless communication

Agents can collaborate internally using private notes and engage with customers on multiple channels using our communication management software. With the shared inbox feature, you can easily manage multiple customer-facing email inboxes such as support@, info@, contact@, sales@, etc. ProProfs Desk allows your customers to share their queries via email, chat, web forms, and help center. You can use ticket labels to group similar tickets together or filter incoming tickets so they automatically reach the right inbox or agent.

  • Manage emails with a shared inbox
  • Take queries via email, chat & help center
  • Organize tickets with labels & filters

Proactively Communicate With Customers

Stay proactive & drive loyalty - don’t just react to tickets

Incorporate a proactive approach to customer communication management with ProProfs Help Desk. Engage with prospects or existing customers via live chat and assist them in real-time. Use automated alerts and email notifications to update both customers as well as agents about the ticket progress. Moreover, you can encourage self-service by creating a seo-optimized knowledge base full of frequently asked questions, help articles, videos, and more.

  • Assist customers in real-time via live chat
  • Share proactive notifications & alerts
  • Provide instant self-help with a knowledge base

Automate Your Communication Process

Streamline workflows and communicate faster with customers

Automate communication process with chatbot

Make customer communication as painless as possible by automating manual and repetitive tasks. Leverage chatbots to handle basic customer questions and reduce agent workload. Create canned responses for chat and email and delight customers with instant replies. With our customer communication management software, you can share automated surveys right after an interaction and allow customers to rate their experience.

  • Leverage chatbots & ease agent workload
  • Canned responses for faster replies
  • Share automated surveys & collect feedback

Want to communicate with customers on their favorite channels?

Try ProProfs Help Desk and interact with customers on multiple channels.

Measure Performance With Smart Reports

Gain visibility into communication metrics & improve performance

Get data-backed insights about how well your agents are communicating with customers. You can easily track ratings for tickets, chats, help articles in one place, and identify areas that need refinement. Equip your agents with all the tools they need to communicate faster and improve your average response times. Moreover, you can consistently delight customers by tracking CX metrics such as CSAT and NPS.

Features of a Customer Communication Management Tool

  • canned-response Canned Responses

    Create canned responses for email and chat and save everyone's valuable time.

  • ticket-prioritization Ticket Prioritization

    Prioritize communications that demand urgent attention and reduce customer churn.

  • ticket-label Ticket Labels

    Add Labels to tickets to differentiate them from others and stay organized.

  • sla SLA Management

    Set SLAs to meet customer expectations and notify agents of SLA violations.

  • internal-notes Internal Notes

    Discuss customer issues internally with your team members and share relevant responses.

  • support Avail 24x7 Support

    Talk to real people at ProProfs via chat, email, or phone, and get round-the-clock assistance.


  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

ProProfs is a Recognized Leader in Customer Support

High Performance Spring
Crozdesk Leader
High Performance Winter
Great Experience
Customer Choice
Happiest User
Software World
American Business
Fastest Growing
Great User
Digital Best
Best Meet
High Performance Spring
Crozdesk Leader
High Performance Winter
Great Experience
Customer Choice
Happiest User
Software World
American Business
Fastest Growing
Great User
Digital Best
Best Meet

Press & Ratings

ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review

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Manage all customer communications in one place & give agents the context they need.

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