You cannot overstate the importance of customer communication for your brand. You need a way to talk to your customers and for them to reach you. This is crucial for every aspect of your business, from marketing to ordering to customer support.

Learn how you can boost customer service with improved customer communication. 

What Is Customer Communication Management?

Customer communication management is vital in boosting your brand’s communication, but what does this mean?

Customer communication management refers to working to improve, manage, and create the ways you interact with your customers. It typically includes every type of communication, including:

  • Marketing materials
  • Introducing new products
  • Documentation and communication about purchases
  • Notifications about payments
  • Notifications about shipping

Importantly, remember that communication management includes multiple methods of communication. Just some of those include:

  • Social media
  • Email
  • Text messages
  • Live chat
  • Websites
  • Phone calls 

Why Does Brand Communication Matter?

There is a long list of reasons that brand communication matters. Simply put, your communications dramatically influence your reputation and your customer experience. If you don’t have effective brand communication, your business will struggle to succeed.

After all, customers may not even know your products or services exist. Or they may not choose to buy from you because they don’t see enough information. Or they will have a bad experience and not become a loyal customer.

Overall, you need good brand communication to:

  • Reach new customers
  • Convert leads and make sales
  • Retain customers 
  • Ensure a positive customer experience
  • Encourage customer loyalty, referrals, and positive reviews

At the same time, you need to choose your brand strategy carefully, as you want to use your budget efficiently. Making the right choices can minimize your costs while maximizing your returns.

With good brand communication, you will:

  • Be considered an authority in your industry
  • Create an impact on potential customers
  • Differentiate your company from the competition
  • Improve loyalty 

The Importance of Customer Experience

The importance of your customer experience is pretty apparent. If customers have a good experience, they are more likely to become repeat or loyal customers. They are also more likely to leave positive reviews and recommend you to others.

On the other hand, if they have a terrible experience, the opposite will happen. They are unlikely to become repeat customers. They may not even become one-time customers if the poor experience begins before their purchase. Not only will those with a bad customer experience not leave positive reviews, but they may leave negative ones. This can actively hurt your brand’s reputation, so you want to avoid creating any frustrated customers. 

As a quick overview, a good customer experience is crucial because it:

  • Helps customer satisfaction
  • Increases customer retention
  • Facilitates referral marketing and reviews
  • Reduces customer churn
  • Gives you a competitive advantage
  • Boosts sales
  • Creates connections and trusted long-term relationships with customers
  • Engages employees, which leads to reduced employee churn 

person in red jacket holding laptop

10 Ways to Boost Brand Communication for a Better Customer Journey

Given the importance of brand communication and the customer journey, how can you improve your communication? The following tips will help you boost your customer service communication and other types of brand communication. 

Deploy Chatbots for Automated Customer Communication

You want to ensure that you have live chat for business, as this gives your customers another way to reach you. Customers appreciate the real-time conversations in live chats. But you don’t want just to create a live chat; you want to use it wisely.

Part of this will involve using chatbots for key scenarios. For example, chatbots are excellent for FAQs. As a refresher, chatbots send automated messages in response to input. 

The important caveat here is that you need to ensure that customers can quickly reach a customer support team member if they want. Use chatbots to supplement human customer service reps, not a replacement. This way, your clients get the customer communications they prefer for each situation. Think of chatbots as just one part of your support team. 

Train Your Team

Take the time to make sure that your team is well-trained. They should know how to use the customer service chat software and your company’s strategies. Training is essential to ensure that all customers receive the same high-level experience regardless of the type of interaction. It also reduces the chances of your service agents having questions for the company, leading to delays in customer service. 

Build an Omnichannel Customer Communication Strategy

One of the important reasons to train your team is to deliver a consistent experience. This is part of your omnichannel communication strategy. Simply put, this strategy means that no matter how a customer interacts with you, they will have the same experience. So, the experience will be the same whether they interact with you:

  • In the store
  • On your website
  • Via social media, both on public posts and in social media messages 
  • Over email
  • On the phone
  • Via text messages
  • Inside your mobile app

Remember that customer communication management will apply to every one of your communication channels.  

Prioritize Quick Responses

With some platforms, like live chat, customers expect immediate answers from your company. Do your best to extend this and respond to customers as promptly as possible. Choose a realistic company-standard time frame to respond to any customer communication. If customers have a request or question that will take longer to resolve, send them a short follow-up letting them know you are working on it. This prevents frustrated customers and reduces your support requests. 

Use Analytics to Your Advantage

There are many solutions available that will give you analytics and insights into customer communication and other interactions. For example, you can integrate Google Analytics with your web chat. Or you can choose a texting platform that includes reports. This is a crucial part of your customer communication management. 

Pay attention to the customer data that you have available to you. Use it to see where you need to improve and where you are doing well with customer communication. At the very least, look at your average resolution time for support tickets to decide if you are providing effective communication. 

man typing on laptop

Get Feedback From Customers

One of the absolute best ways to boost customer communications is to go right to the source and collect customer feedback. In other words, you should ask your customers if they are happy with your communication methods. Do you take too long to respond? Is there a particular communication method they wish you offered? How do they feel about the tone in your messages?

You can get as specific as you want when you collect feedback. For example, would they rather see more slang and emojis in your text messages? Are there are any particular messages you sent that they disliked, and why?

Of course, remember that just getting feedback is not enough. You need to take it to heart. Take the time to consider whether the customer feedback has merit, then make changes. This will also help customers feel that you value their input. 

Consider Brand Ambassadors

Using influencers as brand ambassadors can be an excellent way to boost customer communication. Customers will see these brand ambassadors as a referral or satisfied customers. Companies with brand ambassadors can also seem more customer-centric, further improving the customer journey. Of course, you also get the benefits of influencer marketing.

Personalize the Communications

Customers expect their interactions with companies to be personalized to them. At the very least, use email templates that insert the customer’s name into the message for personalized communication. 

You should also segment your subscriber lists and divide your target audience, so you can send each client the most relevant information without sending too many messages. This helps give a personal touch to your customer support. Segmentation is a crucial part of managing customer communications, whether over email, text, or another method. 

Another element of personalization should come from the interactions with your customer service team. Train your customer support agents to personalize every customer interaction. For example, have them address customers by name. This will help build a customer relationship and provide a personal touch. 

Keep Clients Up-to-date With Changes

No matter your industry, make sure that your communications include updates about important things that affect them. For retailers, this may be changes to your shipping policy. You can also improve customer communication by encouraging clients to reach out to you for updates or questions instead of solely waiting for your outbound communications. 

This becomes especially important with companies that provide a service, especially one that takes more than a day to deliver. In this case, ensure that you let your customers know about any delays or challenges you face. This is just as important for home renovation companies as graphic designers or other service-based companies.

Understand That Not Everyone Wants to Have to Interact With You

Although it may seem counterintuitive, part of boosting customer communication is understanding that not all of your clients will want to interact with your team directly. While most will like personal interactions when communication is necessary, many will prefer self-service.

For example, they want to order products from your website without having to interact with anyone. They want to find answers to their questions on your website. Appeal to them with a robust FAQ section, knowledge base, and any other relevant guides. 


A customer communication strategy is crucial for any brand. It is essential for both advertising and the customer journey alike. By improving your communications, you will create a better customer experience. This, in turn, will translate to improved sales and customer retention. 

Isaiah Rendorio
Isaiah Rendorio Product Marketing Manager, Campaigns

Isaiah Rendorio is the Product Marketing Manager for Podium Campaigns—helping local businesses tap into the power of SMS marketing to strengthen customer relationships, increase customer lifetime value, and drive more revenue.

Adapt the way you do business. Press send.