Communication tools are super important for keeping teams, customers, and clients all connected and on the same page.
Yet whether you’re working with your team or talking to customers, there’s a ton of options out there. So which ones do you choose and when?
From messaging apps to social media tools, knowing which tool to use at the right time can make a huge difference. Here are 5 types of communication tools and when it’s best to use each one.
1. Real-time Communication
Real-time communication is one the most types of formats of communication and most familiar to you: conference meetings, video calls, and phone calls take up a huge chunk of corporate communications.
The popularity of real-time meetings is deeply rooted in human history: verbal, real-time communication is the first form of communication our ancestors employed long before the invention of paper and mail.
Here are the main benefits of real-time communication:
- Immediate response & resolution. If you talk with the right person with the right knowledge, real-time meetings can be an excellent problem solving format. Problem, is, of course, that we first have to find this person
- Real-time collaboration. Real-time meetings easily translate into real time collaboration for any tasks that can be done here and now.
- Easy to start. This can be both a benefit and a drawback – sometimes we can start the discussion by simply calling someone, but in a corporate environment it can become a problem with too many scheduled meetings and distracting calls.
Despite being the most intuitive and old form of communication, real-time communication has many pain pints, especially so in a working environment:
- Interruptions and distractions. It’s easy to distract another person from their work by calling them in the middle of their workflow.
- Time zone challenges. Remote distributed teams with team members in different countries and time zones often struggle with finding time for meetings that will work for everyone.
- Hard to document. It’s as useful to record notes and highlights of meetings as it’s challenging to do so consistently during real-time conversations.
- Information overload. It’s very easy to overwhelm other people in real-time conversations.
- Technical challenges. Real-time communication requires either stable internet connection or a vacant meeting room.
Below are common types of real-time communication tools with examples.
Video conferencing
Examples: Zoom, Google Meet, GoToMeeting, Skype
Useful features to look for:
- Recording options
- AI summarization
- Screen sharing and annotation
Voice calls and VoIP Solutions
Examples: Skype, RingCentral, 8×8, Nextiva
Useful features to look for:
- Call routing and forwarding
- IVR (Interactive Voice Response)
- CRM integration
- Voicemail transcription
- Call analytics
Live Streaming
Examples: Microsoft Stream, YouTube Live, Vimeo Livestream
Useful features to look for:
- High-definition video support
- Real-time chat and viewer engagement
- Customizable streaming layouts and overlays
- Integration with social media platforms
- Analytics and viewer metrics
- Reliable streaming infrastructure and low latency
Virtual offices
Examples: Sococo, VirBELA, VirBELA, Tandem
Useful features to look for:
- Real-time presence indicators
- Interactive virtual rooms and common areas
- Integrated communication tools
- Collaboration features
- Customizable office layouts
- Integration with productivity tools
2. Asynchronous Communication
Asynchronous communication is a form of communication that happens not in real time.
Asynchronous communication is a type of communication between any number of people that does not happen in real-time. Participants can receive and send asynchronous messages or data without immediate response expected. Examples include emails, forum comments, and messengers.
Here are the main benefits of asynchronous communication:
- Fewer interruptions and better focus for teams.With async communication, team members can check and respond to messages on their own time without getting sidetracked from their current tasks.
- Higher quality insights and advice. When people have the time to think things through, they can give more thoughtful, well-considered answers, rather than just reacting in the moment.
- More control over the day. Async messaging gives people the freedom to set aside specific time blocks to answer all their messages, rather than feeling like they have to reply on-the-fly all day long.
- A lasting team knowledge base. Instead of quick, in-person chats that disappear, async communication gets recorded automatically and can be referred back to whenever needed.
- Works well for remote teams. Async messaging allows teams across the world to work together without trying to get everyone on the same call, and it also lets companies hire talent from almost anywhere in the world.
Team Messaging
Examples: Slack, MS Teams
Useful Features to look for:
- Channels and group chats
- Threaded conversations
- Searchable message history
- File sharing and storage
- Integrations with project management tools and calendars
- Customizable notifications
Email Platforms
Examples: Outlook, Gmail
Useful features to look for:
- Advanced search and filtering
- Integrated calendar and scheduling
- Email templates and scheduling options
- Read receipts and tracking
- Customizable labels and folders
- Integration with CRM and productivity tools
For more examples of asynchronous communication and its benefits, read our detailed guide 7 Examples of Asynchronous Communication at Work [How to Best Use Them]
3. Team Collaboration Platforms
Examples: Asana, Clickup, Monday, and Trello.
Team collaboration platforms are digital tools designed to streamline and enhance the ways in which teams communicate, organize, and collaborate on projects. These platforms integrate multiple functionalities like messaging, file sharing, task management, and sometimes video conferencing to keep all team communications in one place.
Unlike single-purpose tools like email or messaging apps, collaboration platforms often combine different communication modes (like chat, comments, and notifications) with productivity features (task tracking, document storage) to create an all-in-one workspace.
Benefits (as Communication Tools):
- Centralized Communication. All conversations, files, and project updates get stored in one place, so its easier for team members to find info without jumping across diffrent apps.
- Better Transparency and Accountability. Collaboration platforms keep the team up to date with notifications and tracking tools, so people are more accountable and stay on the same page.
- Less Miscommunication. With threaded chats, channels, and file sharing, teams have clearer convos and less misunderstandings than with emails or seperate chats.
- Good for Remote and Hybrid Teams. These platforms allow for real-time chats and async (at-your-own-pace) messages, so team members can work together well no matter where or when they’re working.
- Integrates with Other Tools. Many collaboration platforms connect with other tools like calendars, CRM software, and file storage, which makes for smooth workflows and saves time.
Drawbacks (as Communication Tools):
- Too Many Notifications and Distractions. With constant pings and real-time messages, team members can feel overloaded or distracted by non-stop alerts, which can make it harder to focus.
- Internet Dependence and Stability. Since these platforms need internet, if the internet goes down or the platform has glitches, it can totally mess up team communications and slow down work.
- Learning Curve. For teams not used to using digital tools, it can take a while for everyone to get comfortable, especially if there are a lot of complex features.
- Less Face-to-Face Interaction. Relying only on digital tools can sometimes mean less personal interaction, which might weaken team bonding or lead to misunderstandings that happen more easily without face-to-face cues.
- Data Security and Privacy Issues. Since all chats and files are stored online, there’s always some risk of data breaches, especially if the platform isn’t super secure or if team members don’t follow privacy guidelines carefully.
4. Internal Knowledge Sharing
Examples: Confluence, Notion, SharePoint, and Wiki-based tools.
Internal knowledge sharing tools are platforms designed to store, organize, and share information within a company or team. These tools help employees access important knowledge, resources, and solutions quickly, improving overall productivity and collaboration.
They act as centralized hubs where teams can contribute to and search for key documents, best practices, project insights, and more. These tools are especially useful for creating a cohesive knowledge base that supports continuous learning, decision-making, and smoother workflows across teams.
Benefits (as Communication Tools):
- Centralized Knowledge. Internal knowledge tools put all key information in one place, so team members can easily find what they need without having to ask around or dig through random files.
- Encourages Learning and Growth. Having a shared knowledge base lets employees learn on their own time, which can help them grow their skills and feel more confident in their roles.
- Quick Access to Expertise. With knowledge tools, people can quickly look up answers or best practices, instead of waiting for a specific coworker to reply.
- Reduces Duplicate Work. By storing solutions and info in a central space, team members can avoid repeating work that someone else already did, saving time and effort.
- Boosts Onboarding. New employees can find all the resources they need in one place, which makes it easier to learn the ropes without always needing someone to explain.
Drawbacks (as Communication Tools):
- Needs Regular Updating. Knowledge bases can quickly become outdated if not regularly updated, which can lead to confusion or people following outdated info.
- Takes Time to Build. Building up a good internal knowledge system takes time and effort, especially to organize info in a way that’s easy for everyone to use.
- Information Overload. With too much info in one place, team members can get overwhelmed and may struggle to find exactly what they’re looking for.
- Learning Curve. If the platform has a lot of features, employees may need time to learn how to use it effectively, which can be a challenge, especially for non-techy team members.
- Requires Consistent Usage. If only a few people are using it, it’s hard to keep it effective; everyone needs to use it regularly for it to truly benefit the team.
5. External Communication
Customer Service Platforms
Customer service platforms help businesses manage and respond to customer inquiries and support requests. They offer features like live chat, email management, and ticketing systems to ensure customers get quick and helpful responses.
Examples: Zendesk, Intercom
Useful Features to look for:
- Ticketing and case management
- Multi-channel support (email, chat, social media)
- Automation (for responses and workflows)
- Reporting and analytics
- Knowledge base integration
- Customizable customer service workflows
Social Media Management Tools
Examples: Buffer, Hootsuite
Social media management tools allow businesses to schedule, post, and analyze content across multiple social media platforms from one place. These tools help businesses maintain an active online presence without having to manually post on each platform.
Useful features to look for:
- Multi-platform scheduling
- Analytics and reporting
- Social media monitoring
- Post engagement tracking
- Content calendar
- Team collaboration features
Client Portal Solutions
Examples: Client Portal, MyCase
Client portals are secure, online platforms where businesses can share important documents, project updates, and invoices directly with their clients. These tools make it easier to manage client relationships and ensure everything stays organized.
Useful features to look for:
- Secure document sharing
- Project and task tracking
- Billing and invoicing tools
- Customizable dashboards
- Communication features (chat, messages)
- Integration with other business tools