The best customer communication solution for modern brands
Customers have clear preferences for how they want to communicate with businesses. Some expect updates by SMS, others prefer messaging apps, and many switch channels depending on the situation.
For brands, this creates a practical challenge. Communication needs to stay timely and consistent, even when customers move between channels. Many organizations still rely on separate tools for messaging, support, and automation, without AI capabilities to support conversation handling or make use of existing customer data. This makes it difficult to manage conversations end-to-end.
To address this, businesses need a way to handle customer conversations in one place. Without it, messages are duplicated, responses slow down, and teams lose visibility across touchpoints.
Industry recognition offers useful guidance when choosing a customer communication solution. Juniper Research has named LINK Mobility a Platinum Winner 2026 for Best Customer Interaction Solution, highlighting MyLINK Connect as a platform built for conversational customer communication at scale.
What is a customer communication solution?
Communication is a core part of any business relationship. When communication is unclear, delayed, or inconsistent, trust is affected. When it works well, it becomes easier to guide customers, resolve issues, and move interactions forward.
A customer communication solution helps businesses manage ongoing conversations across digital channels in a structured way. It brings messaging, automation, and agent handling together so interactions can be tracked, continued, and resolved without switching between systems.
Rather than focusing on individual messages, a modern solution supports full conversation flows, from the first customer contact to resolution or follow-up. This is particularly important when customers return to a conversation or use different channels over time.
A customer communication solution typically includes the following core elements:
Two-way messaging that supports ongoing dialogue
Coverage across channels such as SMS, messaging apps, web chat, and email
Automation for common interactions, with clear handover to agents
AI capabilities applied in a controlled and configurable way
Security, compliance, and scalability for business-critical communication
Without these elements, customer communication often becomes fragmented, with conversations split across tools and teams spending time recreating information.
Who offers the best customer communication solution?
Choosing a customer communication solution is not only about adding more channels. It is about how well conversations can be managed, continued, and resolved for both customers and internal teams.
LINK Mobility’s MyLINK Connect was developed to address these practical challenges. The platform brings customer conversations into a single environment, allowing businesses to communicate across a wide range of digital channels. LINK Mobility was also awarded Best Customer Communication Solution 2026/27 by Juniper Research, an independent and globally recognised analyst firm. The award validates MyLINK Connect’s ability to unify conversations, scale automation responsibly, and deliver measurable business impact, confirming LINK Mobility as a market leader in customer communication solutions.
“The technology gives us the tools to build meaningful customer journeys. It’s a game-changer.”
Channels supported by MyLINK Connect and their primary use cases
Customer interactions vary depending on context. A delivery update, a service request, and a support question do not always require the same channel. This may also differ based on your business type and geographic location/ preferences. MyLINK Connect allows businesses to select the appropriate channel for each interaction while managing all communication within one platform.
Here is a global view of channels and typical use cases we see:
All channels are managed within the same platform, allowing teams to follow interactions from start to finish, even when customers move between channels.
Juniper Research recognized this approach by naming LINK Mobility a Platinum Winner for Best Customer Interaction Solution, reflecting MyLINK Connect’s ability to support structured customer communication at scale.
Why MyLINK Connect was recognized as best customer communication solution
Conversation-based structure: messages from different channels are connected into a single conversation view.
Flexible automation: automated flows can be created and adjusted using visual tools without heavy development work.
Bring your own AI support: organizations can integrate their own AI models or services in line with internal policies and data governance requirements.
Controlled use of AI: AI is applied selectively to support routing, response assistance, and consistency, with human oversight.
Seamless agent involvement: agents can take over conversations without disruption or loss of information.
Built for scale and compliance: designed to support high message volumes and regulated communication environments.
“This Platinum award validates our belief that the future of customer interaction is conversational, accessible, and built on trust. MyLINK Connect empowers organizations to meet customers where they already are, while balancing automation with empathy and compliance.”
Platform comparison
The table below shows how MyLINK Connect approaches customer communication compared to more traditional platforms.
How businesses use MyLINK Connect in practice
MyLINK Connect is used across industries to support complete customer interactions rather than one-off messages.
Common use cases across teams:
Different teams use MyLINK Connect for different interaction types, all within the same platform.
Customer service and support
Handling incoming questions across channels in one interface
Using automated flows for common requests
Allowing agents to take over conversations when needed
Operations and service delivery
Sending appointment reminders and service updates
Managing two-way communication around changes or confirmations
Reducing missed appointments and follow-up calls
Marketing and customer engagement
• Running opt-in messaging campaigns
• Supporting pre and post-purchase journeys
• Collecting feedback and confirmations
Payments and account-related interactions
• Sending payment links and reminders
• Handling account updates and confirmations
• Supporting traceable communication around transactions
A typical interaction flow
By managing interactions within one platform, businesses simplify handling and improve response management.
Evaluating customer communication solutions in practice
Customer communication solutions are evaluated based on how they support daily operations rather than individual features. Organizations review whether conversations can be managed reliably and whether teams have clear oversight of ongoing interactions.
Performance areas commonly reviewed
These areas formed part of the broader assessment behind Juniper Research’s decision to award LINK Mobility the Platinum Winner for Best Customer Interaction Solution.
Using customer communication as a long-term capability
Customer communication is not a one-time implementation. Channels evolve, expectations change, and internal processes develop over time.
Organizations that treat customer communication as a long-term capability focus on clear ownership, consistent processes, and ongoing evaluation of how conversations are handled.
MyLINK Connect supports this approach by allowing businesses to adapt communication workflows without rebuilding their setup, while maintaining control over channels, automation, and agent involvement.
By taking a structured approach to customer communication, organizations are better positioned to support customers over time while maintaining operational clarity.
The best customer communications all start here
See why MyLINK Connect was recognized by Juniper Research and how it helps teams deliver better conversations at scale.