Are your clients constantly following up for updates or feeling left in the dark? In this article, we will show you how to create a client communication strategy that keeps clients informed, engaged, and confident in your services.

We will cover how you can set clear expectations, choose the right communication channels, and use automation while keeping a personal touch. By the end, you will have a simple plan to improve client relationships, avoid misunderstandings, and build long-term trust.

Let's get started. 

The Importance of Your Customer Communication Strategy

 Over the past few years, customer communication has undergone a significant shift. Traditional methods like mail, fax, and call centres replace modern digital strategies such as email, SMS, social media, live chat, and AI-powered chatbots. Businesses now rely on advanced communication tools like AgilityPortal, Slack, Microsoft Teams, and Zendesk to streamline interactions and enhance customer engagement.

With 89% of mobile users accessing the internet daily and 31% always online, consumer behaviour has drastically changed. Research shows that most buyers conduct online research before making a purchase. A study by Bing found that only 11% of consumers shop exclusively online or offline, while most interact with at least three touchpoints during their buying journey. Also, over 50% of USA businesses use at least 10 communication channels to engage with customers.

As a result, seamless omnichannel communication has become a necessity. Consumers expect round-the-clock support, real-time responses, and a unified experience across all digital platforms. They no longer see businesses in silos—they expect consistent interactions, whether through a website, social media, live chat, or an intranet like AgilityPortal, which centralizes workplace communication and customer interactions.

Companies must adopt intelligent communication platforms that integrate multiple touchpoints into one cohesive system to meet these expectations. Tools like AgilityPortal for internal collaboration, Trello, Asana, Intercom for live chat, and Twilio for SMS automation help businesses deliver fast, efficient, and personalized communication. 

3 Types Of Client Communication ​

Before we talk about our 8 effective customer communication strategies, let's talk about the communication types so it's easier to choose a tailored approach for each client interaction.  

i. Formal Communication ​

Best For: Contracts, Proposals, Official Reports, and Legal Documents

Formal communication is essential for clarity, professionalism, and legal compliance. Unlike casual conversations, these interactions are structured, documented, and often legally binding, meaning every word must be precise and carefully chosen to avoid misinterpretation. Inaccurate or vague language in contracts and agreements can lead to costly legal disputes, making maintaining an accurate and professional tone in all formal communications crucial.

A Harvard Law School Program on Negotiation study found that poorly written contracts are among the top five causes of business disputes, leading to millions in lost revenue and legal fees annually. Additionally, research from the International Association for Contract & Commercial Management (IACCM) revealed that 80% of companies experience contract-related financial losses due to miscommunication or ambiguous terms.

Formal communication isn't just about legal matters—it also ensures consistency in business operations, particularly when dealing with proposals, business reports, or strategic documents. Whether securing a new partnership, outlining project deliverables, or finalizing a legal agreement, documented communication helps establish accountability and minimize risks.

Best Channels for Formal Communication:

• Emails
• Business letters
• Reports & proposals
• Contracts & agreements

Digital tools like AgilityPortal, DocuSign, and Microsoft SharePoint provide secure, cloud-based document management to streamline the creation, storage, and access of formal documents. 

These platforms ensure that key business documents are easily accessible, legally compliant, and properly stored, reducing the risk of miscommunication and disputes.​

ii. Informal Communication 

Best For: Quick Updates, Relationship-Building, and Casual Check-Ins

Not every conversation needs to be formal or structured. Informal communication is key in maintaining workplace relationships, speeding up collaboration, and keeping projects moving efficiently. Whether checking in with a colleague, following up on a project, or sharing quick updates, informal communication ensures smooth, real-time interactions without unnecessary delays.

A study by McKinsey & Company found that businesses that prioritize informal communication see a 25% increase in team productivity because employees feel more connected and engaged. Additionally, research from Harvard Business Review highlights that informal conversations drive innovation, allowing employees to share ideas and problem-solve more organically.

However, while informal communication is convenient and friendly, professionalism still matters. Being casual doesn't mean being careless—it's essential to maintain clarity and avoid misinterpretation, especially in fast-moving work environments.

Best Channels for Informal Communication:

• Phone calls
• Quick emails
• Instant messaging (Slack, WhatsApp, AgilityPortal Chat)

Platforms like AgilityPortal, Microsoft Teams, and Slack streamline informal communication by integrating messaging, file sharing, and collaboration tools. These solutions enable employees to stay connected no matter where they are, fostering team cohesion, efficiency, and stronger workplace relationships.

Here is how formal and informal communication differ:

iii. Face-to-Face Communication (In-Person Or Virtual) 

Best For: Strategy discussions, complex decisions, and conflict resolution.

While digital communication tools have made remote collaboration easier, some conversations still require a personal touch. Meeting in person or via video calls allows for real-time interaction, providing immediate feedback, clarifying complex ideas, and building stronger professional relationships. Studies show that 93% of communication is non-verbal, meaning that facial expressions, body language, and tone of voice play a crucial role in how messages are perceived.

According to Harvard Business Review, face-to-face meetings are 34 times more successful than email-based communication regarding decision-making and persuasion. Additionally, a study by Zoom found that 89% of professionals believe video calls help them feel more connected to colleagues and clients, making them particularly effective for strategy discussions, high-stakes negotiations, and conflict resolution.

While digital tools like email and instant messaging are great for quick updates, complex discussions require deeper engagement. Misinterpretations can quickly occur in written communication, leading to delays, misunderstandings, or conflicts. Businesses can ensure alignment, address concerns in real-time, and foster trust among teams and stakeholders by meeting in person or through video conferencing.

Best Channels for High-Impact Discussions:

• In-person meetings
• Networking events & conferences
• Video calls (Zoom, Google Meet, Microsoft Teams, AgilityPortal Video Chat) are effective 

Leveraging the proper communication channels ensures that essential conversations are handled efficiently and effectively, leading to stronger relationships, better collaboration, and more impactful business decisions.​

7 Steps To Build An Efficient Client Communication Strategy ​

​As you go through these steps, focus on how to set clear expectations. Many issues come from clients not knowing when they will get updates, how to reach you, or what they need to do next. Once you fix this issue, you cut down on endless back-and-forth.

Step 1: Set Clear Expectations To Get Everyone On The Same Page ​

To ensure a smooth project workflow, it's essential to clearly define what you're responsible for and what the client needs to provide. Unclear expectations often lead to last-minute surprises, missed deadlines, and frustration on both sides.

Clarify Expectations on

• Deadlines and Approval Timelines - Establish firm deadlines for deliverables and client approvals to keep the project on track.
• Client Responsibilities - Clearly outline what files, approvals, or feedback the client must provide and when they need to be submitted.
• Impact of Delays - If approvals or materials aren't provided on time, make it clear that the project timeline will shift accordingly. For example: "A delay in feedback will extend the project completion date."

The next step is to break down the project into milestones, so the client knows what to expect at each phase. Providing a sample timeline helps create transparency and alignment. Use a timeline, similar to this sample timeline below:​ Here is how to keep timelines clear

Step 2: Keep It Clear With A Structured Communication Plan ​

​ Follow these 5 steps to create your client communication plan:

2.1 Set A Communication Schedule ​

Decide how often you will update clients, weekly, every 2 weeks, or at key project stages. For short projects, weekly updates work well. For long-term projects, milestone-based check-ins keep things efficient.

2.2 Choose Your Communication Format ​ 

Not every update needs a meeting. 

Pick the best way to communicate:

• Instant Messages: Great for urgent questions or quick clarifications.
• Reports: Good for detailed updates, progress tracking, and final reviews.
• Emails: Great for routine progress updates, next steps, and quick check-ins.
• Meetings: Ideal for strategy discussions, major decisions, and solving complex issues.

Use different formats based on what your client prefers. Some like regular meetings, while others prefer quick email updates with fewer interruptions.

2.3 Define What Each Update Includes 

When you are sending progress updates, always include:

• What's done: List completed tasks or milestones.
• What's next: Tell clients what to expect.
• Any issues: Explain delays and how you'll fix them.
• What you need: Clearly state what the client must do, with deadlines.

This will keep everything organized and avoid endless back-and-forth. Train your customer service team to use AI-generated templates from SEO Pilot to create professional, concise updates that are easy for clients to understand.

2.4 Set Response Time Expectations

Clients shouldn't have to guess how long it will take to hear back from you. Set clear response times for emails, calls, and messages. 

For example:

• Urgent requests get a same-day reply.
• Meetings require at least 48 hours' notice.
• Standard emails get a response within 24 hours.

When clients know when to expect a reply, they feel more confident. Fortune Restoration does this well by letting clients choose their "Best Time to Reach You" in their contact form. This small detail shows they respect the client's time, which makes for a client-friendly communication strategy.

2.5 Use Tools to Stay Organized

Tracking communication manually can cause missed messages and delays. Use client communication tools to keep everything in one place and boost how you manage your customer communication:

• CRMs (HubSpot, Salesforce) to store client interactions and history.
• Shared docs (Google Drive, Notion) to keep reports, contracts, and important files accessible.
• Project management software (Asana, Trello, ClickUp) to track tasks, deadlines, and updates.

Step 3: Use Automation Without Losing The Human Touch

Use Agility Portal to automate and streamline client communication. It gives you the tools for collaboration, task management, and real-time communication.

• Automate Project Updates: Clients get automatic notifications when tasks progress.
• Centralize Communication: Keep all messages, discussions, and resources in one place.
• Schedule Meetings & Reminders: Automate scheduling and send reminders to avoid missed meetings.
• Track Client Requests: Use a ticketing system to log and resolve client issues quickly.
• Manage Documents & Approvals: Store and share contracts, proposals, and reports in a central hub.
• Automate Client Onboarding: Let clients set themselves up while still receiving a personal touch.

Step 4: Keep It Short, Keep It Smart: Communicate With Clarity

Start with what matters most. Clients should know your message's purpose within the first sentence. Also, remember that your clients don't need industry buzzwords, they need clear answers. Every message should tell the client what happens next. This table will help you create clear messages to boost client satisfaction:

​ Don't ❌​	​ Do ✅​
​ Be vague and wordy – "I wanted to reach out regarding the status of your project and provide an update on where we currently stand in the process."​	​ Get to the point quickly – "Your project is on track. Here's what we've completed and what's next."​
​ Use filler words – "We are in the process of reviewing your request and will be in touch shortly."​	​ Keep it short and direct – "We're reviewing your request and will follow up soon."​
​ Overcomplicate with jargon – "We leverage data-driven methodologies to optimize performance benchmarks."​	​ Use simple, direct language – "We use customer data to improve performance." ​
​ Leave next steps unclear – "Let me know what you think."​	​ Give clear instructions – "Please review the proposal and send your feedback by Friday." ​
​ Write long, unstructured emails – "Attached is the document you requested. Please review it when you have time, and let me know your thoughts. If you have any questions, feel free to reach out anytime."​	​ Keep emails structured and easy to scan – "Attached is the document. Please review it and share feedback by Friday. Let me know if you have questions."​

Step 5: Implement Self-Service Support Channels ​ 

Clients don't want to wait for answers, they want quick solutions. 

Self-service support channels in addition to a well-structured website let them find information on their own.

• Use a chatbot to answer basic questions and direct clients to the right resources.
• Create a client portal where they can track progress, invoices, and documents without emailing you.
• Build an FAQ or a customer support platform with SEO-friendly articles covering common questions and troubleshooting.

A great example is this window-cleaning business site with a homepage FAQs section to answer common questions upfront. 

Customers can contact the business in multiple ways: call, text, chatbot, or online booking with a dedicated text option (888-327-2007) when most competitors only rely on calls and emails. 

Step 6: The Secret to Fewer Revisions? Use Active Listening & Ask Questions

Don't just wait for your turn to talk, really listen to what your client is saying. Pay attention to their words, tone, and even body language (if on a call or in a meeting). Clients don't always say exactly what they mean, so ask for specifics instead of assuming.

If a client says, "I'm not sure this is working," ask: "Can you tell me what's not working? Is it the design, messaging, or something else?"

After they explain, repeat the key points to confirm understanding. Ask, "So, you'd like the campaign to focus more on lead generation rather than brand awareness. Is that right?"

Lastly, ask open-ended questions to get more details like "What do you like about the current version, and what would you change?"

Step 7: Gather Feedback & ImproveEnter heading here...

Don't wait until the project is over to ask how things went. By then, it's too late to make improvements that could have changed the outcome. 

Instead, check-in:

• During key project milestones: "We just wrapped up phase one. How is the communication so far? Is there anything we can improve?"
• After client meetings: "Did that meeting give you the clarity you needed? Anything we could do differently next time?"
• After delivering a major update: "Is this update format working for you, or would you prefer a different approach?"
• At project completion: "Looking back, was there anything in our communication process that could have been better?"

Clients are busy, and most won't take the time to write a long review unless they're extremely happy or frustrated. 

To get useful feedback, make it quick and effortless with:

• One-on-one conversations: A casual check-in during meetings or calls.
• Quick surveys: Use Google Forms, Typeform, or a simple email with 2 or 3 key questions.
• Rating scales: Ask clients to rate communication clarity, responsiveness, and updates on a scale of 1-5.
• Anonymous feedback: Let clients share their thoughts privately so they feel comfortable being honest.

Collecting feedback is useless if you don't act on it. Look for common themes across different clients. Are they asking for more frequent updates, quicker response times, or clearer reports? Once you spot a pattern, make adjustments.

• If clients say they feel out of the loop → Increase the updates' frequency.
• If clients say emails are too long → Make updates more concise and structured.
• If clients prefer meetings over emails → Offer a quick check-in call option.
• If clients find response times slow → Set a standard response time (e.g., within 24 hours).

Once you implement changes, let clients know their feedback made a difference. This strengthens trust and encourages them to share more insights in the future.

• Acknowledge it: "We heard your feedback about needing clearer project timelines. We've added a shared timeline tracker so you can check progress anytime."
• Confirm it's working: "We switched to weekly check-ins based on your feedback. Is this working better for you?"
• Keep improving: "Your input has helped us refine our communication process. If there's anything else we can adjust, just let us know."

9 Psychological Techniques For Effective Client Communication

​Good customer communication needs flexibility, compassion, self-awareness, and transparency. When you use the right approach, clients feel valued, respond faster, and stay engaged.

• Mirroring: Subtly match your client's tone and communication style. If they are formal, stay professional. If they are casual, be conversational. This builds rapport and makes them feel more comfortable.
• Start on a Positive Note: Begin conversations with progress updates instead of problems. Say "We've made great progress, and here's what's next" to keep things productive.
• Frame Deadlines as Opportunities: Instead of saying, "If we delay, the project will take longer," say, "Starting now keeps everything on track for a smooth launch." This keeps clients focused on benefits.
• Give a Reason for Requests: Clients respond better when they know why something is needed. Say, "We need your feedback by Friday so we can keep the project moving without delays."
• Pause to Let Clients Think: When discussing big decisions, pause before responding. Silence gives them time to process and prevents rushed choices.
• Offer Simple Choices: Instead of asking, "Do you want regular updates?" say, "Would you prefer weekly or biweekly updates?" This makes it easier for them to decide.
• Repeat Their Concerns Before Solving: If a client says, "I'm overwhelmed with all these updates," say, "I hear you. Would a weekly summary work better?" This makes them feel understood.
• Guide Clients To the Best Choice: If offering options, place the best one between a cheaper and a more expensive choice. This helps them pick the most valuable one.
• Remind Them of What's Left: People remember unfinished tasks more than completed ones. Say, "We're almost there—just need your approval to finalize everything." This keeps them engaged. 

Conclusion

As you refine your client communication, ask yourself: Am I making it as easy as possible for my clients to get the information they need? The best strategies create a seamless experience where clients feel informed, valued, and confident in working with you.

If communication still feels scattered, AgilityPortal's Workplace Management App can help you keep everything organized in one place. With features like real-time messaging, project tracking, task automation, and client collaboration tools, you can reduce endless email chains. Try it now or schedule a demo to see how it can improve your client communication.

FAQs

I. How do I deal with a client who micromanages?

Set clear boundaries from the start by defining what you handle and when they will get updates. Give regular progress reports so they feel informed without checking in constantly.

II. How do I handle a client who's constantly unhappy? ​

First, listen carefully and identify the root cause of their frustration. Ask specific questions like, "What isn't working for you?" to get clear customer feedback. Set realistic expectations and document agreements to avoid misunderstandings. Show proactive solutions, not just apologies. If the pattern continues, discuss whether your service is the right fit.

III. What are the common mistakes in setting communication goals? ​

Setting communication goals seems easy, but small mistakes can cause big headaches. Make sure your goals match what your clients actually need. If they prefer short emails but you keep scheduling long meetings, they will get frustrated. Also, don't ignore feedback, if clients tell you something isn't working, listen and adjust.

IV. How do I schedule calls with clients across different time zones? ​

Use World Time Buddy or Google Calendar's time zone feature to find overlapping hours. Give them 2-3 time slots in their time zone instead of asking them to choose randomly. Clearly mention the time zone when confirming, like "Let's meet at 3 PM EST / 8 PM GMT." Automate scheduling with Calendly to avoid back-and-forth emails.

V. How to deal with a client who bombards you with emails and messages. ​

​ Set clear rules upfront, like "I'll reply to emails within 24 hours and messages during business hours." Use a project tool like Trello to keep updates in one place. If they keep messaging too much, say "Let's save questions for our weekly check-in so we stay organized." Stay polite but firm.