Omnichannel customer support has become essential for businesses aiming to deliver personalized support and seamless experiences across multiple platforms; leveraging advanced solutions like ControlHippo’s omnichannel inbox can help ensure consistent interactions, whether via phone, email, social media, or in-store, as consumers increasingly expect this level of service.
And the impact is already visible. Businesses implementing omnichannel strategies retain customers at a rate 91% higher than those without it. However, to implement it effectively, you need the right omnichannel customer service software. And that’s what we will discuss today.
Let’s look at the ten best omnichannel support platforms.
When selecting an omnichannel support platform, start with a free trial or demo of your top choices. Prioritize solutions that seamlessly integrate with your existing tech stack and offer scalability. Look beyond features to assess ease of use, customization options, and analytics capabilities.
What is Omnichannel Customer Service Software?
Omnichannel customer service software unifies various communication channels, creating a unified platform for customer interactions. It seamlessly integrates phone calls, emails, social media messages, live chats, and in-store visits, allowing customers to switch between multiple communication channels effortlessly while maintaining conversation context.
The consolidation of customer data and interaction history enables agents to see customer preferences and provide informed support regardless of the channel. This helps companies meet modern consumers’ expectations for responsive and cohesive support.
: Why Omnichannel Communication is Important?Best 10 Omnichannel Customer Service Software
We’ve carefully selected these top ten omnichannel customer platforms based on their capabilities, market reputation, user reviews, scalability, and integration options. However, the best solution for your business ultimately depends on your specific needs, budget, and existing infrastructure.
Important Notice for Readers
The following tools are listed without any specific ranking or order of popularity. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews. These selections are independent choices made by ControlHippo's editorial team. Please note that the following tools are subject to change based on trends and user preferences.
1. ControlHippo
ControlHippo is the best omnichannel support platform. It enables businesses to provide faster, more consistent customer support across multiple channels by centralizing customer conversations. It reduces response times and prevents missed messages, as your entire team can access them. Moreover, its automated routing system assigns queries to the most suitable agent based on expertise to speed up resolution times.
- Omnichannel inbox
- Omnichannel CRM integration
- WhatsApp auto reply
- Live chat
- Assign chats
- Detailed analytics
Pros
- Enhances team collaboration through shared acces.
- Improves response accuracy with expertise-based routing.
- Provides in-depth analytics in real-time to track customer satisfaction and agent performance.
Cons
- The platform can be overwhelming for smaller businesses with simpler needs.
- It might require significant setup time to optimize workflows.
Pricing
- Bronze – $20 per user per month
- Silver – $28 per user per month
- Gold – Contact sales for pricing
*Pricing accurate as of: 27-09-2024
What Users Like About ControlHippo?
- An intuitive interface that's quick to learn for new agents.
- Highly customizable workflows to fit specific business needs.
- Effective real-time collaboration features for team problem-solving.
2. Kustomer
Kustomer is one of the best omnichannel customer service platforms that empowers support teams to deliver personalized service by providing a comprehensive view of each customer’s history. It facilitates faster, more accurate problem-solving through its unified platform. Kustomer helps businesses address potential issues before they escalate with its proactive support capabilities. This reduces overall support volume and improves customer experience.
- Voice provider integration
- Enhanced routing
- Sandbox access
Pros
- Facilitates smoother transitions during customer handoffs.
- Reduces support volume by addressing issues proactively.
Cons
- It may require substantial data migration from existing systems.
- The platform can lead to information overload for agents handling simple queries.
Pricing
- Enterprise – 89 a month per user
- Ultimate – $139 a month per user
*Pricing accurate as of: 27-09-2024
3. Freshdesk
Freshdesk is a leading omnichannel communication platform that helps businesses streamline their support processes to achieve faster ticket resolution and improved team productivity. It allows companies to maintain high-quality support as they grow with its scalable solutions. Freshdesk also enables businesses to tailor their support strategy through customizable features. This leads to higher customer satisfaction rates and more efficient customer service operations.
- Ticket field suggester
- Scenario automation
- Event trigger automation
Pros
- Encourages continuous improvement through customizable features.
- Promotes consistency in support quality by ensuring team members follow the same guidelines.
Cons
- Could result in less personalized support if not carefully implemented.
- Might require frequent adjustments to automation rules as the business evolves.
Pricing:
- Free Plan: ?0 (Upto 10 agents)
- Growth Plan: ?999/agent/month
- Pro Plan: ?3599/agent/month
- Enterprise Plan: ?5699/agent/month
*Pricing accurate as of: 27-09-2024
4. Zendesk
Zendesk omnichannel customer support software unifies customer interactions across multiple channels into a single, intuitive user friendly interface. It enhances agent productivity through AI-powered tools and automated workflows. Besides, Zendesk helps improve customer satisfaction with its robust self-service options and personalized support capabilities. And its advanced analytics help businesses identify trends and optimize their support strategies for better outcomes.
- Ticketing system
- AI agents
- Pre-defined responses
Pros
- Enhances support strategy through advanced analytics.
- Reduces agent burnout by automating routine tasks.
Cons
- Risk of over-reliance on AI, potentially missing nuanced customer needs.
- May require significant investment in training for optimal use.
Pricing:
- Suite Team: $55 per agent/month
- Suite Growth:$89 per agent/month
- Suite Professional: $115 per agent/month
*Pricing accurate as of: 27-09-2024
5. Help Scout
Help Scout is yet another great omnichannel communication platform that simplifies customer communication by combining email, chat, and knowledge base tools in one single platform together. Its collision detection and saved replies help speed up customer query resolution. Help Scout enhances customer relationships through its customer-centric design and personalization options.
- Two shared inbox
- One docs knowledge base
- Automated workflows
Pros
- Enhances knowledge sharing across the support team.
- Facilitates data-driven improvements in support quality.
Cons
- Lacks advanced features needed by larger enterprises.
- Might not integrate as seamlessly with complex tech stacks.
Pricing
- Standard – $75 per month
- Plus- $200 per month
- Pro – $800 per month
*Pricing accurate as of: 27-09-2024
: Omnichannel Analytics: Everything You Need to Know6. Helpwise
Helpwise omnichannel customer support software streamlines multi-channel support by consolidating emails, social media, and live chat conversations in a shared inbox. It improves team collaboration with features like internal notes and task assignments. To maintain service quality at scale, Helpwise offers automated responses and custom views for different teams.
The platform then extends its functionality by integrating with existing tools to create a seamless workflow exceptional customer experience that adapts to each business’s unique needs.
- Three shared inbox
- Help center
- AI assist and summarize
Pros
- Enhances cross-functional collaboration beyond just customer support teams.
- Reduces email clutter through intelligent inbox management.
Cons
- Leads to siloed team views if not carefully managed.
- It can be overwhelming for teams transitioning from simple email support.
Pricing
- Standard: $12/user/month
- Premium: $23/user/month
- Advanced: $39/user/month
- 7-day free trial
*Pricing accurate as of: 27-09-2024
7. LiveAgent
LiveAgent is one of the popular omnichannel customer service solutions that offers a unified view of customer interactions, enabling agents to provide context-aware support across channels. It includes gamification features to boost and improve agent productivity, motivation and performance. LiveAgent’s customizable dashboards allow businesses to focus on KPIs that are important to them.
- Ticketing system
- Predefined answers
- Canned messages (macros)
Pros
- Boosts agent morale and performance through gamification.
- Enables more strategic decision-making with customizable metrics.
Cons
- Requires frequent dashboard adjustments to maintain relevance.
- Can result in over-reliance on quantitative metrics at the expense of qualitative factors.
Pricing
- Small: $9/agent/month
- Medium: $29/agent/month
- Large: $49/agent/month
- Enterprise: $69/agent/month
: What is Omnichannel Marketing? Definition and Examples8. Groove
Groove is a leading omnichannel communication and customer service platform, that facilitates knowledge sharing within support teams through its internal notes and @mentions features. It offers a unique “Mailbox Zero” approach to help teams systematically tackle and clear support queues.
Besides, its customer segmentation tools enable businesses to tailor their support strategies for different user groups. Its rule-based automation capabilities automate repetitive tasks to free up agents to focus on complex issues that require a human touch.
- Collision detection
- Private internal notes
- Unattended message logic
Pros
- Encourages a more systematic approach to queue management.
- Enhances team collaboration without cluttering customer communications.
Cons
- Leads to over-segmentation, complicating support processes.
- Results in missed opportunities if automation rules are too rigid.
Pricing
- Standard: $20 per user per month
- Plus: $45 per user per month
- Pro: $70 per user per month
*Pricing accurate as of: 27-09-2024
9. Intercom
Intercom omnichannel support software provides a conversational relationship platform that combines messaging, chatbots, and a help center. It offers a unique Resolution Bot that can automatically resolve common customer inquiries and queries without human intervention. Also, its conversational marketing tools allow businesses to engage customers at key moments and convert support interactions into opportunities for growth.
- Basic chatbots and automations
- AI Compose
- Ticketing system
Pros
- Reduces support load through effective self-service options.
- Improves first-contact resolution rates with AI-powered chatbots.
Cons
- Risks context loss during handoffs between bot and human agents.
- Demands substantial content creation for effective self-service implementation.
Pricing
- Essential – $29 per seat per month
- Advanced – $89 per seat per month
- Expert – $132 per seat per month
*Pricing accurate as of: 27-09-2024
: How Does Omnichannel Messaging Work?10. Hiver
Hiver omnichannel support software transforms Gmail into a collaborative helpdesk by allowing teams to manage support without leaving their familiar email interface. Its unique email notes feature enables agents to share context and insights without cluttering the customer conversation.
Its SLA tracking helps teams prioritize time-sensitive issues, while the CSAT survey tool gathers customer feedback directly within email threads. Hiver also provides collision detection to prevent duplicate responses, further enhancing team coordination and customer behavior.
- CSAT survey
- Workflow automations
- Round-robin auto-assignment
Pros
- Minimizes disruption to existing workflows for Gmail-centric teams.
- Improves coordination and reduces duplicated efforts.
Cons
- Limited usefulness for teams not heavily reliant on Gmail.
- Potential for reduced visibility into overall support performance compared to dedicated helpdesk solutions.
Pricing
- Lite – $19 per user per month
- Growth – $29 per user per month
- Pro – $49 per user per month
- Elite – Contact sales for pricing
*Pricing accurate as of: 27-09-2024
Why is ControlHippo the Best Omnichannel Customer Support Platform?
ControlHippo’s omnichannel software solution offers several other key features and advantages that make it a top choice for businesses seeking effective omnichannel support.
1) Centralized communication: ControlHippo’s unified inbox consolidates messages from multiple channels, including email, chat, and social media.
2) Expertise-based routing: The platform’s automated routing system assigns queries to agents based on their specific skills and knowledge areas. This improves first-contact resolution rates and ensures customers receive accurate solutions more quickly.
3) Seamless CRM integration: ControlHippo integrates with popular CRM systems by providing agents with instant access to customer history and preferences.
4) Proactive support: With features like WhatsApp auto-reply, ControlHippo enables businesses to provide instant responses 24/7. This reduces customer wait times and significantly decreases the number of follow-up inquiries.
5) Data-driven insights: ControlHippo’s analytics dashboard offers over 20 customizable metrics, allowing businesses to track key performance indicators such as response times, resolution rates, and customer satisfaction.
6) Scalable solution: The platform can handle from 100 to 1 million+ monthly conversations without compromising performance. This makes it suitable for fast-growing businesses that need a solution that can adapt to increasing support volumes.
: What is Omnichannel Retail? A Complete GuideConclusion
Omnichannel support is essential for businesses seeking to meet modern customer expectations for consistent, high-quality service across all touchpoints. It also helps provide more efficient, personalized support that enhances customer satisfaction and loyalty.
ControlHippo’s combination of centralized communication, intelligent routing, and scalability makes it particularly well-suited for businesses aiming to unify their support channels and significantly improve response efficiency. Although ControlHippo offers these compelling features, the ideal omnichannel customer support tool for your business depends on your specific needs, existing systems, and customer base.
Updated : September 28, 2024
Rohit Rajpal is an experienced content writer with a strong focus on business communication platforms. He creates content that helps companies optimize their communication strategies using omnichannel solutions. Known for his straightforward approach, Rohit breaks down complex concepts, making it easier for businesses to improve how they connect with customers.
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