What’s one platform or channel you use effectively for customer communication and engagement? We asked 17 business leaders, and their responses highlight powerful tools and strategies to boost customer connections.
- Use Google Reviews to Build Trust
- Leverage WhatsApp for Personalized Engagement
- Engage Customers with Zoho Social
- Share Relatable Stories on LinkedIn
- Utilize Live Chat for Quick Support
- Boost Engagement with Discord Channels
- Create Private Facebook Groups for Insights
- Implement SMS Autoresponders for Fast Responses
- Host Q&A Series on YouTube
- Maximize Instagram Stories for Product Launches
- Post Monthly Tips on Facebook
- Enhance Communication with Ubeya System
- Create Dedicated Slack Channels
- Engage on LinkedIn with Quality Content
- Personalize Emails with Zoho Mail
- Send Tailored Email Newsletters
- Use Behavioral Triggers in Email Marketing
Platforms and Tactics for Effective Customer Communication
Use Google Reviews to Build Trust
I regularly use Google Reviews to build trust and engage with customers, always responding personally to feedback about our boiler installations and energy-efficient solutions. Last week, when a customer mentioned concerns about their heat pump’s performance in their review, I jumped in with detailed troubleshooting tips and offered a free follow-up visit, which not only solved their issue but showed others how seriously we take customer care.
Lara Woodham
Director, Rowlen Boiler Services
Leverage WhatsApp for Personalized Engagement
One platform we use effectively for customer communication and engagement is WhatsApp Business. Its real-time messaging capabilities and widespread adoption make it a highly personal and convenient way to connect with customers.
One successful tactic we implemented is using broadcast lists to send personalized messages and updates to segmented customer groups. For example, during a recent product launch, we created a broadcast list of high-value customers who had previously expressed interest in similar items. We sent them an exclusive early access message with a direct link to purchase. By leveraging WhatsApp’s quick response capabilities, we also addressed their questions about the product in real-time, creating a seamless and interactive experience.
This approach resulted in a 30% higher conversion rate among this group compared to our email campaigns. The success lies in the platform’s immediacy and ability to foster a conversational relationship with customers, making them feel valued and prioritized. For businesses, WhatsApp Business can be a game-changer for personalized, high-engagement communication.
Omer Lewinsohn
General Manager, Marketing Expert, Management.org
I manage my customers and interact with them using Zoho Social. What I find most productive about this tool is its ability to track brand mentions and respond to them in real-time.
For instance, I recall when a customer pointed out how much they liked one of our travel services but had issues with a specific feature, and I went ahead and replied to them directly addressing the issue. This was not just solving the matter at hand, but it also opened a new avenue for discussions with other followers joining in. It increased engagement on the post and several new inquiries in our DMs.
Such an experience reiterated to me the importance of not simply paying attention to mentions but also responding in a timely and genuine manner. The tactic I’ve honed is creating micro-moments of delight—whether by resolving a complaint, celebrating a positive mention, or engaging with followers’ content. These efforts have real meaning as well, in improving engagement metrics and creating relationships with customers.
The key here is to use social listening proactively—spot opportunities to delight customers and build trust by showing you’re tuned in to their needs. Match that with clever responses, and you will convert casual followers into loyal fans.
Soubhik Chakrabarti
CEO, Canada Hustle
One tactic I’ve used successfully is sharing relatable, story-driven content. For example, I once posted about my transition from a customer service role to international sales, highlighting the challenges and lessons learned along the way. This resonated with a broad audience—not just sales professionals, but also middle managers in customer service who face similar experiences.
By tying the story to industry trends, like the shift toward more empathetic customer interactions or the integration of AI in service, I opened the door for discussions with prospects who saw value in my perspective. This approach not only built trust but also established common ground, making follow-up conversations much more productive.
The key is using platforms like LinkedIn to build genuine relationships, not just to sell. When people see that you understand their challenges and care about solutions, they’re more likely to engage meaningfully.
Adonis Khuzwayo
Outsourced Solutions Manager – Emea, Nutun
Utilize Live Chat for Quick Support
At Zentro, we’ve had amazing success with live chat on our website, which has cut our response time down from hours to just minutes. Last month, we helped a frustrated customer troubleshoot their connection issues in real-time at 9 PM, preventing a potential service cancellation. I always recommend having actual tech support staff manning the chat rather than bots—while it costs more upfront, the customer satisfaction boost is worth every penny.
Andrew Dunn
Vice President of Marketing, Zentro Internet
Boost Engagement with Discord Channels
I’ve had great success using Discord for our Minecraft community, where we set up dedicated channels for sharing builds and getting instant feedback. Last month, we started a weekly “Builder Spotlight” where players showcase their creations through screenshots and live tours, which has doubled our active user engagement and created this amazing ripple effect of inspiration among members.
Jas Bola
Product Marketing, Minecraft Menu
Create Private Facebook Groups for Insights
I’ve discovered that our most impactful customer communication happens in an unexpected place: private Facebook groups.
We run over 100 member-only groups, each focused on a specific product, condition, or topic. Here’s why they’ve been game-changing:
Unfiltered Feedback, Straight from the Heart
- Members feel safe sharing raw, honest experiences.
- We gain unparalleled insight into real customer challenges and needs.
- Every post informs our product development and customer service.
Authentic Community Building
- Groups foster deep peer-to-peer connections and support.
- Members become passionate brand advocates, organically spreading the word.
- We participate actively, building genuine relationships and trust.
Rich Multimedia Storytelling
- Photos and videos bring customer journeys to life.
- Powerful testimonials emerge naturally in conversation.
- We curate and share the most impactful stories (with permission).
Targeted, Two-Way Communication
- We share tailored updates, offers, and resources in each group.
- Members can ask questions and get direct, personal responses.
- Ongoing dialogue keeps us top of mind and deepens loyalty.
While email, social media, and our website play important roles, these private groups have become the heart of our community. By cultivating safe, supportive spaces for authentic sharing, we’ve gained not just loyal customers, but lifelong brand champions.
Michelle Ebbin
Founder, JettProof
Implement SMS Autoresponders for Fast Responses
I’ve found SMS to be incredibly effective for customer communication and engagement. It’s personal, direct, and gets results fast.
One thing that’s worked really well for us is using SMS autoresponders. When someone signs up or asks a question, they get an immediate, personalized response—whether that’s next steps, a quick tip, or even a special offer. It’s simple, but it goes a long way in showing customers we’re on it.
I’ve personally seen the impact, especially in industries where quick responses matter. After rolling out SMS autoresponders, we noticed a 40% jump in customer engagement and responses coming in 30% faster as compared to the previous quarter. It’s been one of those small adjustments that makes a big difference.
David Batchelor
Founder / President, DialmyCalls
Host Q&A Series on YouTube
One platform we use to communicate and engage with customers is YouTube. It lets us share valuable information while connecting directly with our clients and followers. One tactic that’s worked well is our Q&A video series, where we answer the most common questions about hair restoration and health. This approach allows us to engage with clients by giving them personal and relevant answers. These videos educate our audience and encourage people to leave comments, ask follow-up questions, and even start discussions with each other. It’s been a great way to build trust and create a supportive community focused on hair health.
Dr. Michael May
Medical Director, Wimpole Clinic
Maximize Instagram Stories for Product Launches
One of the most-effective platforms that has really worked for the company in terms of customer communication and engagement is Instagram. I have managed to create a constant brand voice that resonates well with the target market by better exploiting this platform. One of the strong points making Instagram so effective is a lot of interactive tools: stories, reels, direct messaging, and live videos offer multiple ways to have two-way communication with customers. Such diversity keeps the content fresh and caters to the different consumer preferences in how they want to interact. With the greater share of users in younger demographics and usually more engaged e-shoppers, Instagram can deliver both significant reach and depth when targeting prospective new customers.
One of the most successful tactics I have used on Instagram is the usage of IG Stories for real-time engagement during a product launch or special promotion. Through the use of polls and question stickers within stories, I have been in a position to enable participation by our followers while garnering constructive feedback in terms of what they like and expect. A good example is when we recently launched a certain product via an event on Instagram Stories alone; we used the polls to understand interest in some features before we dropped them into our website store. This not only provided us with actionable insights into what aspects are most appealing, but it has also worked to generate excitement among users who feel they are directly invested in shaping our offerings.
This has greatly increased the rates of engagement compared to the instances when only static posts were used; analytics have often shown that views on story segments where interactivity was elicited are higher than on those that are either purely informative or promotional. This approach has helped not only in fostering better visibility through algorithmic boosts but also in nurturing better relationships in which customers feel their voice is heard and valued when interacting with brands for whom open dialogue means more than one-way promotional tactics traditionally followed elsewhere online today!
Karan Tiwari
Business Analyst, FlexiPCB
Post Monthly Tips on Facebook
One platform that’s been highly effective for us in customer communication is Facebook. Not only is it where many of our customers spend time, but it’s also a great room to share updates, answer questions, and build a community around our services. One tactic that’s worked well is our “Tip of the Month” posts, where we share simple garage maintenance advice, like how to test the balance of your garage door or maintain the tracks clean.
These posts get plenty of engagement because they deliver real value-people love easy, practical advice they can use immediately. Plus, when customers see us as a helpful resource, they’re more likely to reach us when they need service. It’s been a great way to build trust and engage our audience!
Kenny Dave
CEO, Garage Door Experts
Enhance Communication with Ubeya System
At Premier Staff, our most effective communication platform is our integrated Ubeya system, which revolutionized how we coordinate with both clients and staff. This platform enables real-time interaction across all stages of event management, from initial planning through post-event feedback, crucial for serving luxury clients like Ferrari and Louis Vuitton.
Our most successful tactic has been implementing a three-tier communication strategy: automated updates for routine matters, AI-enhanced personalized messaging for specific client preferences, and direct access to event captains for immediate concerns. This approach helped us maintain our 99.6% show-up rate while managing events ranging from intimate gatherings to 500-person activations.
The platform’s success lies in its ability to balance automation with personal touch. Clients can select preferred staff, provide real-time feedback, and access performance metrics, while our team can instantly respond to changes or requests. This integration helped us grow from a $4,000 investment to seven-figure revenue while maintaining consistent service quality across all communication channels.
Daniel Meursing
Founder/CEO/CFO, Premier Staff
Create Dedicated Slack Channels
Slack isn’t just a workspace communication tool; it can be a dynamic channel for engaging customers directly. One underrated tactic is setting up dedicated Slack channels for specific customer segments or interests. This allows you to tailor communications and discussions more effectively. Imagine a nonprofit leveraging Instrumentl—having a Slack channel exclusively for small organizations could foster focused conversations on unique challenges and solutions they face. It creates a community feel, which boosts engagement and customer loyalty.
Forward-thinking teams often use Slack for quick feedback loops. Implementing Slack polls for feature requests or satisfaction checks, teams can gain valuable insights without formal surveys. It turns feedback into a two-way, ongoing conversation, which is less intimidating and more engaging for customers. The immediacy of responses and the feeling of being part of a community can greatly enhance customer experience and adaptability to user needs, making Slack an underutilized but highly effective tool for customer engagement.
Will Yang
Head of Growth & Marketing, Instrumentl
Engage on LinkedIn with Quality Content
I use LinkedIn extensively to engage with my network and our users. I have quite some followers, so it only makes sense to use this platform as the go-to option for our social media strategy. The key here is quality and regularity. I try to post multiple times a week. In terms of content, first, I try to offer useful information about BluedotHQ or about the journey of our company. Second, I make it more engaging by supporting text with short videos, infographics, or even memes to make it more fun. This keeps our current users interested, engaged, and even entertained, while also attracting potential customers.
Another platform we’ve recently been trying is YouTube. In fact, just a month ago, we closed a deal with a client who found us through YouTube. Although it is more time-consuming and takes more effort, especially when you start from scratch, it brings certain results. And just like with any other social media, quality content and regularity are key here. You need to create videos that people would either watch out of interest or out of need. Therefore, they need to be entertaining and informative. Plus, quality visuals and editing is something to keep in mind as well because people are more likely to click on a video that looks more attractive.
Ruslan Halilov
CMO at Bluedothq, BluedotHQ
Personalize Emails with Zoho Mail
I use Zoho Mail for communication and interaction with clients.
By tailoring email content to the specific needs and business progress of different clients, I ensure that each email is personalized. At the beginning of each email, I address the client by name, making them feel valued. In the body of the email, I present key information clearly, concisely, and logically. At the conclusion, I politely inquire if the client has any further questions or needs, encouraging them to respond promptly. This approach maintains ongoing and positive communication with clients, effectively enhancing their satisfaction and engagement.
Eve Bai
International Partnerships and Operations Manager, StudyX.AI
We use email newsletters as an effective platform for customer communication and engagement. A successful tactic has been personalizing the content based on user behavior and preferences. By segmenting our audience and tailoring the information to specific interests, we see higher open and click-through rates. This approach not only adds value to the recipient but also fosters a stronger connection with our brand. Including interactive elements, such as quick polls or feedback options, further engages the audience, encouraging active participation. Personalization demonstrates that we understand and value our customers, leading to improved loyalty and ongoing engagement.
Nikita Baksheev
Manager, Marketing, Ronas IT
Use Behavioral Triggers in Email Marketing
Effective customer communication and engagement hinge on leveraging the right platforms and strategies. Among these, email marketing stands out as a highly versatile and impactful channel for maintaining meaningful connections with customers.
Email marketing remains a cornerstone of customer communication due to its scalability, personalization capabilities, and direct reach. Tools like HubSpot, Mailchimp, and ActiveCampaign help businesses create segmented campaigns, automate responses, and track performance metrics like open rates and click-through rates. A great tactic here is using behavioral triggers—automated emails sent based on specific customer actions, such as a welcome message after signing up or reminders for abandoned carts. These triggers ensure timely and relevant interactions.
One highly effective tactic is employing personalized content through automation. For example, by analyzing user behavior—such as browsing patterns, past purchases, or geographic location—you can craft targeted email campaigns that resonate on an individual level. Citi, for instance, uses personalized email strategies that align with customer life cycles, leading to open and click rates that exceed industry standards. This type of engagement fosters loyalty and increases conversion rates while maintaining customer satisfaction. It works particularly well when combined with A/B testing to refine subject lines, content, and timing for maximum impact.
This approach highlights the importance of blending technology with customer insights to create impactful and lasting relationships.
Vaibhav Kamble
CEO, CloudOptimo
