Effective business communication requires the right tools. As your team grows and client demands increase, email threads become unmanageable, project updates get lost, and critical messages get buried under notification overload. 

Without systematic communication platforms, teams waste time searching for information, clients experience delayed responses, and collaboration breaks down across departments.

Modern communication platforms organize these interactions through dedicated channels for specific functions — internal messaging, client communication, project collaboration, and task management.

The right combination of tools ensures your team stays aligned while maintaining professional client relationships at scale.

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Effective business communication requires the right tools. As your team grows and client demands increase, email threads become unmanageable, project updates get lost, and critical messages get buried under notification overload. 

Without systematic communication platforms, teams waste time searching for information, clients experience delayed responses, and collaboration breaks down across departments.

Modern communication platforms organize these interactions through dedicated channels for specific functions — internal messaging, client communication, project collaboration, and task management.

The right combination of tools ensures your team stays aligned while maintaining professional client relationships at scale.

What is a communication platform?

A communication platform is software that facilitates information exchange between team members, clients, or both. 

These platforms range from simple messaging apps to comprehensive systems integrating chat, video conferencing, file sharing, and project management capabilities.

Effective platforms centralize communication that would otherwise scatter across email, text messages, phone calls, and in-person meetings. 

They create searchable records of conversations, enable asynchronous collaboration across time zones, and provide structure for organizing discussions by project, team, or topic.

Types of communication platforms

Business communication platforms fall into four main categories based on their primary function:

• Internal communication platforms: Platforms designed for team messaging, video calls, and information sharing within your organization. These tools replace internal email and facilitate quick collaboration between departments.
• Client communication platforms: Systems that manage external conversations with customers and prospects. These platforms handle inquiries, support requests, and relationship management while maintaining professional communication standards.
• Collaboration tools platforms: Applications that enable teams to create, share, and edit content together. These tools focus on document collaboration, video recording, and knowledge management rather than messaging.‍
• Project management platforms: Platforms that organize tasks, track progress, and coordinate complex work across team members. These tools provide visibility into who's responsible for what and when deliverables are due.

‍Internal communication platforms

1. Microsoft Teams

Microsoft Teams is Microsoft's enterprise communication platform, replacing Skype for Business in 2021, and combines messaging, video conferencing, and document collaboration in a single interface.

When your marketing department coordinates a campaign launch, Teams enables instant messaging for quick questions, video calls for strategy sessions, and shared document editing — all without switching applications.

Key features:

• Supports up to 300 participants in video calls for department-wide meetings
• Includes access to all Microsoft 365 apps with business plans
• Integrates seamlessly with SharePoint, OneDrive, and other Microsoft services

Cost: Starts at $4/user/month with annual commitment

2. Slack

Slack organizes team conversations into channels dedicated to specific projects, departments, or topics, creating a structure that prevents important messages from disappearing in general chat streams.

A remote design agency uses Slack channels for each client project, direct messages for quick questions, and thread replies to keep detailed discussions organized — ensuring designers can find project context months later without searching through email.

Key features:

• Integrates with 2,600+ business applications, including CRM and project management tools
• Searchable message history makes past decisions and discussions easily retrievable
• Customizable notifications prevent interruption overload while ensuring urgent messages get attention

Cost: Free for basic features, paid plans start at $7.25/user/month

3. Discord

Discord provides voice, video, and text communication through customizable servers, originally built for gaming communities but increasingly adopted by business teams requiring persistent voice channels.

Tech startups use Discord servers with always-on voice channels, where developers can drop in for quick questions without scheduling formal meetings, fostering spontaneous collaboration that replicates the in-person dynamics of physical offices in remote environments.

Key features:

• Persistent voice channels allow team members to join ongoing conversations without a formal meeting setup
• Screen sharing and video support enable collaborative troubleshooting and presentations
• Server organization through categories and channel structures for large team communications

Cost: Free for basic use, Nitro plans start at $9.99/month

4. Chanty

Chanty combines team messaging with built-in task management, allowing teams to convert messages directly into actionable tasks without switching between communication and project management tools.

Customer service teams use Chanty to discuss support issues in dedicated channels, then convert critical problems into tracked tasks with assigned owners and due dates, ensuring nothing is lost in chat history.

Key features:

• One-click conversion of messages into tasks with assignments and deadlines
• Unlimited searchable message history on all plans
• Built-in audio and video calls eliminate the need for separate conferencing tools

Cost: Free for teams up to 10 members, Business plan at $3/user/month

Client communication platforms

5. Gmail (Google Workspace)

Gmail provides business email with custom domain addresses, integrated calendar management, and extensive storage capacity as part of Google Workspace's productivity suite.

Professional service firms use Gmail with company domain addresses (name@firm.com) to maintain brand consistency while accessing Google Calendar for appointment scheduling, and Google Meet for client video calls — all integrated within the same interface.

Key features:

• Custom domain email addresses maintain professional branding
• 30GB-5TB storage, depending on plan tier, eliminates mailbox management concerns
• Integration with Google Calendar, Meet, Drive, and other Workspace apps

Cost: Business Starter at $6/user/month, higher tiers up to $18/user/month

6. Zoom

Zoom provides video conferencing with screen sharing, recording, and large participant capacity, serving as the primary platform for client meetings, webinars, and team collaboration.

Consulting firms conduct client presentations via Zoom, record sessions for team members who couldn't attend live, and share screens to review documents collaboratively during calls.

Key features:

• Supports up to 1,000 participants on enterprise plans for company-wide meetings
• Meeting recording with cloud storage enables session review and documentation
• Virtual backgrounds and touch-up features maintain a professional appearance

Cost: Free for 40-minute meetings, paid plans start at $149.90/year/license

7. Jitsi Meet

Jitsi Meet offers open-source video conferencing that runs in web browsers without requiring participants to download anything or create an account, prioritizing privacy and ease of access.

Healthcare providers use Jitsi for HIPAA-compliant telehealth appointments, with patients joining sessions through simple links without installing software or creating accounts.

Key features:

• No account required for meeting participants, reducing friction for external attendees
• End-to-end encryption ensures conversation privacy
• Self-hosting option gives complete control over data and security

Cost: Free for self-hosting, paid hosting available through third-party providers

8. Smith.ai

Smith.ai provides 24/7 virtual receptionist services that combine AI technology with live North American agents to handle business calls, qualify leads, and schedule appointments.

Law firms use Smith.ai AI Receptionist to answer routine after-hours calls about office hours and case status, with automatic escalation to human Virtual Receptionists for complex client matters that require professional judgment.

Key features:

• Hybrid AI-human model handles high call volumes while maintaining personal service for complex situations
• Integration with 7,000+ software platforms, including major CRM and scheduling systems
• Bilingual English-Spanish support across all communication channels

Cost: AI Receptionist starts at $95/month for 50 calls; Virtual Receptionist starts at $292.50/month for 30 calls

9. Zoho Desk

Zoho Desk organizes customer support requests through a ticketing system that tracks conversations, assigns issues to the appropriate team members, and measures resolution performance.

E-commerce companies route product questions, shipping inquiries, and technical issues into categorized ticket queues, ensuring each request gets assigned to specialists with relevant expertise.

Key features:

• Multi-channel ticket management consolidates email, chat, phone, and social media inquiries
• Automation rules route tickets based on keywords, priority, and team availability
• Performance analytics track response times, resolution rates, and customer satisfaction

Cost: Free for up to 3 agents, paid plans start at $14/agent/month

10. Mailchimp

Mailchimp manages email marketing campaigns, automated customer communications, and audience segmentation for businesses building systematic client outreach programs.

Retail businesses send automated welcome emails to new subscribers, promotional campaigns highlighting seasonal products, and personalized recommendations based on purchase history — all managed through Mailchimp's workflow automation.

Key features:

• Audience segmentation targets specific customer groups with relevant messaging
• Automated email sequences nurture leads and onboard new customers
• Performance analytics track open rates, click-through rates, and conversion metrics

Cost: Free for up to 500 contacts, paid plans start at $13/month

11. SurveyMonkey

SurveyMonkey creates and distributes customer feedback surveys, collecting structured data about service satisfaction, product preferences, and experience quality.

Software companies send post-implementation surveys to new clients to gather feedback on the onboarding experience, feature requests, and overall satisfaction, informing product development.

Key features:

• Survey templates for common business needs, including customer satisfaction and market research
• Logic branching customizes questions based on previous answers
• Analysis tools identify trends and segment responses by customer attributes

Cost: Free for basic surveys up to 10 questions, paid plans start at $25/month

12. Zendesk

Zendesk provides comprehensive customer service platforms combining ticketing, knowledge bases, live chat, and analytics for organizations managing complex support operations.

Technology companies use Zendesk to manage support tickets from multiple channels, maintain help center articles, reduce repetitive questions, and track support metrics across global teams.

Key features:

• Omnichannel support consolidates email, chat, phone, and social media into unified ticketing
• Self-service knowledge base reduces ticket volume by enabling customer self-help
• Advanced analytics reveal support bottlenecks and agent performance patterns

Cost: Suite Team starts at $55/agent/month, higher tiers available

13. Project Broadcast

Project Broadcast enables mass SMS text messaging campaigns for business communications, customer notifications, and appointment reminders.

Medical practices send appointment reminders via text, reducing no-shows by reaching patients on their preferred channel and providing simple confirmation or rescheduling options.

Key features:

• Bulk SMS campaigns reach large contact lists simultaneously
• Two-way messaging enables customer responses and conversations
• Scheduled messages automate appointment reminders and follow-ups

Cost: Custom pricing based on message volume

Collaboration platforms

14. Google Drive

Google Drive provides cloud storage with real-time document collaboration, allowing multiple team members to edit files simultaneously while maintaining version history and access controls.

Marketing teams collaborate on campaign proposals in Google Docs, with writers drafting content, designers adding visuals, and managers providing feedback — all within the same document, without email attachments or version conflicts.

Key features:

• Real-time collaborative editing shows team member changes instantly
• Automatic version history enables rollback to previous document states
• 15GB-5TB storage, depending on Google Workspace plan

Cost: 15GB free with a Google account, Google Workspace Business Starter at $6/user/month

15. Dropbox

Dropbox synchronizes files across devices, enables sharing with team members and external clients, and serves as centralized storage for business documents and media files.

Photography studios use Dropbox to share large image collections with clients, who access final photos through simple links without needing Dropbox accounts or specialized software.

Key features:

• File synchronization across desktop and mobile devices ensures access anywhere
• Granular sharing controls determine who can view, comment, or edit specific files
• Integration with Microsoft Office, Adobe, and other tools enables direct editing

Cost: 2GB free, Plus plan at $11.99/month for 2TB, Business plans start at $18/user/month

16. Microsoft OneDrive

Microsoft OneDrive integrates cloud storage with Microsoft 365 applications, automatically saving Office documents and enabling sharing across organization members.

Accounting firms store client files in OneDrive, with Excel spreadsheets, Word reports, and PowerPoint presentations automatically syncing among team members collaborating on client deliverables.

Key features:

• Deep integration with Microsoft Office enables seamless editing and co-authoring
• 1TB-5TB storage included with Microsoft 365 Business plans
• Advanced security features, including encryption and ransomware detection

Cost: 5GB free, OneDrive standalone at $1.99/month for 100GB, included with Microsoft 365 plans

17. Loom

Loom records screen and camera video for asynchronous communication, enabling team members to share demonstrations, provide feedback, and explain concepts without scheduling meetings.

Product managers record Loom videos that walk through new feature requirements, allowing developers to watch demonstrations at their convenience rather than attending synchronous meetings.

Key features:

• Instant recording combines screen capture with webcam for personal explanations
• Video links enable easy sharing without large file transfers
• Viewer analytics show who watched recordings and for how long

Cost: Free for basic use up to 25 videos, Business plan at $12.50/user/month

Project management platforms

18. Trello

Trello organizes projects on visual boards with cards representing tasks, and drag-and-drop moves items through workflow stages.

Content teams manage editorial calendars in Trello, moving article ideas from "Brainstorm" to "In Progress" to "Ready for Review" columns, with each card containing assignments, deadlines, and attachments.

Key features:

• Kanban-style boards visualize project status at a glance
• Power-Ups extend functionality with calendar views, automation, and integrations
• Template boards accelerate setup for recurring project types

Cost: Free for basic features, paid plans start at $5/user/month

19. Asana

Asana structures projects through task lists, timeline views, and workload management, providing teams with multiple visualization options for complex initiatives.

Marketing agencies manage client campaigns in Asana, assigning tasks to team members, setting dependencies between deliverables, and tracking overall project progress against deadlines.

Key features:

• Multiple project views, including lists, boards, timelines, and calendars
• Task dependencies prevent work from starting before prerequisites are complete
• Workload view prevents team overallocation across projects

Cost: Free for basic features, Premium at $10.99/user/month

20. Monday.com

Monday.com creates customizable workflows through visual boards adaptable to various business processes, from sales pipelines to content production.

HR departments use Monday.com to track hiring workflows, moving candidates through interview stages while maintaining visibility into which positions need attention.

Key features:

• Customizable columns track any data type, from status to numbers to dates
• Automation eliminates repetitive tasks through if-this-then-that rules
• Integration with 200+ tools, including Slack, Gmail, and Zoom

Cost: Starts at $8/seat/month forthe  Basic plan with an annual commitment

21. Basecamp

Basecamp consolidates project communication, task management, file storage, and scheduling in a flat-fee pricing model regardless of team size.

Remote agencies use Basecamp to organize client projects, with message boards for discussions, to-do lists for deliverables, and document storage — all accessible to both team members and clients.

Key features:

• Flat pricing ($299/month) eliminates per-user costs as teams grow
• Client access features enable external stakeholders to participate in relevant projects
• Automatic check-ins prompt team updates without scheduling status meetings

Cost: $15/user/month for small teams, $299/month unlimited users

22. Shortcut (formerly Clubhouse)

Shortcut provides agile project management specifically designed for software development teams using iterative development methodologies.

Development teams organize work into sprints, track story points, and visualize progress through burndown charts while maintaining technical documentation alongside task tracking.

Key features:

• Story-based workflow aligns with agile development practices
• Integration with GitHub, GitLab, and other development tools
• Iteration planning and velocity tracking for sprint management

Cost: Free for up to 10 users, paid plans start at $8.50/user/month

23. Project Manager

Project Manager delivers comprehensive planning tools, including Gantt charts, resource allocation, and budget tracking for teams managing complex, multi-phase initiatives.

Construction firms use Project Manager to schedule subcontractors, track material costs, and coordinate dependencies between phases, such as foundation work preceding framing.

Key features:

• Gantt charts visualize task dependencies and critical paths
• Resource management prevents team member overallocation
• Budget tracking compares planned versus actual project costs

Cost: Starts at $13/user/month with an annual commitment

24. Hive

Hive combines project management with team communication through integrated messaging, enabling discussions within the task context rather than in separate chat applications.

Customer success teams manage client onboarding in Hive, tracking implementation tasks while discussing blockers directly on relevant cards without switching to separate messaging apps.

Key features:

• Flexible project views, including Gantt, Kanban, calendar, and table formats
• Built-in chat eliminatesthe  need for a separate messaging platform
• Time tracking and analytics measure team productivity

Cost: Free for unlimited users with basic features, Teams plan at $12/user/month

25. Teamwork

Teamwork serves agencies and professional service firms with client billing, time tracking, and project profitability analysis alongside standard task management.

Marketing agencies track billable hours per client project, generating invoices directly from logged time while monitoring whether projects remain profitable against original estimates.

Key features:

• Time tracking with billable/non-billable designation for accurate client billing
• Profitability reports compare budgeted versus actual hours and costs
• Client portal provides project visibility without full platform access

Cost: Free for up to 5 users, Deliver plan at $10/user/month

Features to look out for in a communication platform

• Integration capabilities: Evaluate whether platforms connect with your existing tools — CRM systems, calendar applications, accounting software, and industry-specific platforms. Seamless integration eliminates manual data entry and ensures information flows automatically between systems.
• Scalability and pricing structure: Examine how costs scale with your team size. Per-user pricing models become expensive as headcount increases, while flat-fee options provide cost predictability. Free plans often impose limitations on features, storage, or users that may not support business growth.
• User interface and ease of adoption: Complex platforms require extensive training and reduce adoption rates. Intuitive interfaces enable team members to become productive quickly without lengthy onboarding. Consider whether remote workers, less technical staff, and external clients can navigate the platform effectively.
• Security and compliance features: Verify that platforms meet industry-specific requirements, such as HIPAA for healthcare or SOC 2 for handling sensitive data. Check for features including end-to-end encryption, two-factor authentication, access controls, and data backup procedures.
• Mobile accessibility: Confirm platforms offer functional mobile applications if your team works remotely or travels frequently. Mobile apps should provide core functionality, not just notifications, enabling productive work from any location.
• Customer support quality: Review available support channels, including live chat and phone support, and confirm response time commitments. Free plans typically offer limited support, while paid tiers may include dedicated account managers or priority support to resolve issues quickly.

The communication tools we use at Smith.ai

At Smith.ai, we rely on specific platforms that support our distributed team and client communication requirements:

• Internal communication: Slack organizes our team conversations across departments and projects, with dedicated channels for engineering, client success, marketing, and cross-functional initiatives.
• Live agents: Smith.ai provides our own virtual receptionist services to clients, combining AI Receptionists ($95/month for 50 calls) with Virtual Receptionists ($292.50/month for 30 calls) to handle client communications 24/7.
• Project management: Asana tracks our product development roadmap, marketing campaigns, and client onboarding workflows, providing visibility into cross-team priorities.
• File sharing: Google Drive stores shared documents, templates, and resources accessible to team members regardless of location.
• Video conferencing: Zoom facilitates client meetings, team standups, and company-wide gatherings with reliable connection quality and recording capabilities.

Choosing the right communication platforms for your business

Effective business communication requires platforms aligned with your specific workflow requirements. Internal teams need messaging and video conferencing; client relationships demand professional communication channels; collaboration depends on shared document access; and complex projects require task coordination.

The communication platforms covered represent solutions for different business functions, team sizes, and budget constraints. Most organizations benefit from combining specialized tools rather than relying on a single platform to handle every communication need.

If you're a small business owner, what your team relies on for internal messaging and meetings might not always work for your client communication. So, book a call with Smith.ai and let us help you manage your inbound client correspondence.