# What are the top messaging platforms for customer support teams?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Hi G2 users, we've been researching about the top messaging platforms for customer support teams recently because support conversations don’t always stay simple for long. Once you have multiple agents involved, things can get confusing pretty quickly.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Sometimes it’s not even about the tool itself, but how conversations move between people. One agent starts it, someone else jumps in, and before you know it, there are multiple replies, missed context, or delays in getting back to the customer. On the flip side, when messaging is set up well, it can make coordination feel much smoother and faster.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">It also seems like teams use messaging very differently. Some keep it mostly internal for coordination, while others rely on it more directly as part of the support experience. That makes it harder to compare tools in a straightforward way.</p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">From what we've come across so far in the <a class="a a--md" elv="true" href="https://www.g2.com/categories/business-instant-messaging">business instant messaging</a> category:</p><ol>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/slack/reviews"><strong>Slack</strong></a><strong>:</strong> Commonly used for internal coordination across support teams. Works well for quick back-and-forth, though it can get busy during peak hours.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/microsoft-teams/reviews"><strong>Microsoft Teams</strong></a><strong>:</strong> Often used in larger organizations where support teams are already part of a broader system. Feels more structured, which can help with consistency.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/mattermost/reviews"><strong>Mattermost:</strong></a> Used in environments where teams want more control over data and infrastructure. Often shows up in support setups that need tighter security or self-hosted communication.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/rocket-chat/reviews"><strong>Rocket.Chat:</strong></a> Similar approach with flexibility and deployment control, which can be useful for support teams operating in regulated or highly controlled environments.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/google-workspace/reviews"><strong>Google Workspace</strong></a><strong>:</strong> Messaging sits alongside email and shared docs, which can help with context, though I’m not sure how it handles higher conversation volume.</li>
</ol><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">If you’ve worked in a setup like this, we'd really like to hear how it works for you in practice:</p><ul>
<li>When multiple agents are involved, how do you avoid duplicate replies or missed messages?</li>
<li>Do these tools make it easier to see who owns a conversation at any point?</li>
<li>What actually helps more during busy periods, faster responses or clearer coordination behind the scenes?</li>
</ul>

##### Post Metadata
- Posted at: 4 months ago
- Author title: Marketing Executive
- Net upvotes: 1




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