Workplace Communication and Customer Service Training Software Options in 2025

In 2025, US businesses can enhance communication and customer service training using software that combines communication with customer service platforms for training, collaboration & engagement. Examples: Connecteam(deskless), PeopleOne (Microsoft 365), Help Scout (omnichannel).

Supporting Internal Communication for Various Workforce Setups

Workplace communication software today supports hybrid and mobile work environments. Platforms aim to keep employees connected, informed, and engaged regardless of location or role.

Internal Communication Platform Examples in 2025

Connecteam: Designed for deskless and frontline employees, Connecteam offers mobile-first communication accessible via smartphones, desktops, or kiosk tablets. Features include announcements, team messaging, surveys, and resource libraries. This platform may be useful for customer service teams in retail, healthcare, or field service organizations, supporting onboarding and ongoing training.
PeopleOne: Suitable for Microsoft 365 environments, PeopleOne integrates with Microsoft Teams and SharePoint Online to deliver news, leadership updates, events, and document management with enhanced security. It’s an option for organizations invested in Microsoft ecosystems requiring communication and training support.
Nectar: Supports multi-channel message delivery across email, SMS, Microsoft Teams, and its own interface, allowing messages to reach employees through preferred channels, which can assist in maintaining engagement across distributed teams.
Axero Solutions and Hub: These intranet platforms offer knowledge sharing, collaboration tools, and employee engagement features that may help support workplace communication.

Features and Advantages Commonly Available

Facilitate improved information flow within hybrid and remote teams.
Support employee engagement through social features such as recognition and team chats.
Enable access across multiple devices and locations.
Include integrations with HR, payroll, and productivity suites like Slack, Google Workspace, and Workday.

Many providers offer free trials or demos to help businesses assess fit and functionality before purchase.

Customer Service Employee Training: Key Subjects and Methods

While some software platforms may not offer dedicated customer service training modules, several 2025 solutions include built-in or complementary training capabilities such as knowledge bases, AI support, and communication channels.

Common Customer Service Training Topics

Companies often cover the following subjects to train customer service employees:

Company Values and Brand Identity: Onboarding focused on mission, vision, and values to support consistent customer interactions.
Product Knowledge: Understanding products or services to provide accurate support.
Active Listening and Empathy: Techniques to understand and respond to customer concerns with care.
Effective Communication: Clear verbal and written communication adapted to customer types and channels.
Customer-Focused Mindset: Encouraging advocacy on behalf of customers.
Telephone Skills and Etiquette: Training for professional and confident phone interactions.
Diversity, Equity, and Inclusion: Guidance on respectful interactions with diverse customers.
Problem Solving and Crisis Management: Approaches to address issues logically and manage high-pressure situations.

Delivering these topics through microlearning and gamified eLearning platforms can support engagement and retention. Examples include platforms such as SC Training (formerly EdApp), which provide interactive course creation, quizzes, and mobile compatibility suited for modern learning.

Customer service software options in 2025 often support omnichannel communication and offer features to assist with employee training and knowledge management.

Help Scout: Features Relevant to Customer Support and Training

Unified Inbox: Combines email, live chat, and social messages to support team collaboration.
Knowledge Base with Beacon Widget: Allows customers to access help articles through websites or apps, potentially reducing inquiry volumes and supporting agent training.
AI Assistance: Offers features such as draft reply suggestions, email thread summaries, and support history referencing to aid agents in responding accurately.
Team Collaboration: Includes tools like private notes, collision detection, workflows, and saved replies to facilitate efficient teamwork and onboarding.
Pricing Options: Help Scout offers a free plan including essential features for unlimited users, with paid plans starting at $50/month. Pricing details should be confirmed on the provider’s site for accuracy.

Additional Platforms to Consider

Zendesk: Offers customization and wide-ranging support channels for enterprises.
Gorgias: Focused on ecommerce customer service with automation and AI features.
Jira Service Management: Supports IT teams with multi-channel support and automation.
Aircall: Provides cloud-based call center features with phone support specialization.

The Importance of Integration for Efficiency

Integrating communication and customer service platforms with existing HR, payroll, CRM, and collaboration tools such as Slack, Microsoft Teams, Google Workspace, ADP, and Workday can improve workflow efficiency. Integration supports coordination across departments, reduces information silos, and helps maintain current data.

Pricing and Trial Opportunities

Employee Communication Platforms: Pricing often depends on the user count with tiered and customizable plans. For example, Axero pricing starts around $2,000/month for 200 users, but prospective users should verify current rates. Many platforms provide free trials or demos to explore features including messaging, surveys, AI assistance, and mobile access.
Customer Service Software: Options like Help Scout offer free tiers and various paid plans. Other platforms may have higher pricing reflecting their levels of customization and support. Users are encouraged to use trial periods to assess usability, features, integrations, and scalability.

Summary

In 2025, US businesses may choose workplace communication and customer service employee training solutions that include:

Internal communication platforms such as Connecteam and PeopleOne, supporting mobile, deskless, or Microsoft 365 users.
Customer service software like Help Scout offering omnichannel support, AI-enhanced assistance, and integrated knowledge bases.

Such tools can support communication, training, and service delivery. Businesses should evaluate options based on their specific needs, verifying features and pricing through trials or demos to inform decisions.

Sources

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