Agents are feeling overwhelmed in a sea of disconnected customer support channels. Email threads overflowing, phone queues ringing, and social media complaints scattered everywhere.
It’s a nightmare for your CX teams, who waste time bouncing between different screens and platforms — struggling to get a complete picture of customer issues. They can’t keep up with all the messages, which prolongs the resolution times, leading to frustrated customers — and potentially higher churn.
That’s why we’ve got you covered in this detailed comparison guide of the 15 best omnichannel customer support platforms that will help you pick the right one for your teams.
What is Omnichannel Customer Service?
Omnichannel customer support is a customer service approach that uses multiple channels and touch points to give customers access to agents and enable them to get their issues resolved as soon as possible through their preferred channel.
This can include channels like:
- Phone
- Live chat
- Social media platforms
- Self-service portals (like an FAQs section on a website)
- WhatsApp group
Platforms used for omnichannel support are software solutions that integrate all the channels customers may use to communicate with your business into a single, consolidated system.
They act as a central hub for customer interaction management and are all about building a unified system that will benefit both you as a service provider and your customers:
| The customer… | Your customer support team… |
| Can switch between channels without losing track of their conversation or needing to repeat information | Has a single view of all past interactions with a customer |
| Gets a solution for their issue faster and with fewer touch points | Can provide a more efficient and personalized experience |
| Receive the same level of service and quality of information no matter which channel they choose | Maintains a consistent experience, tone, and message across all channels |
Top Features of Omnichannel Customer Support Platforms
Omnichannel customer support platforms come loaded with features that streamline communication, improve agent productivity, and boost customer satisfaction.
But not all of them are created equal. As an enterprise company, you may have additional needs beyond the basic functionalities of omnichannel customer support tools — especially regarding scalability and automation. Here’s what features should be a must for a team like yours:
- Scalability: The platform needs to handle a high volume of inquiries across multiple locations and departments.
- Security and compliance: The platform should have robust security features and compliance certifications to ensure the security of sensitive customer data and compliance with relevant industry regulations (like data encryption, access controls, and audit trails).
- Customizations: Enterprise workflows can be complex, so the platform should offer some level of customization to tailor functionalities to specific business needs. This might include customizing dashboards, creating workflows, and setting up automated responses.
- Real-time reporting and analytics: Features that provide insights into customer interactions, agent performance, and overall support effectiveness. These reports can help identify areas for improvement and optimize support strategies.
- Unified agent workspace: A central hub where agents can manage all customer interactions across different channels (phone, email, chat, social media) in a single interface, which eliminates the need to toggle between different apps.
- Automated workflows and ticketing: Automation of repetitive tasks like assigning tickets based on keywords or routing inquiries to specialists, as it frees up agent time for more complex issues and improves response times.
- Self-service knowledge base: A searchable library of articles, FAQs, and troubleshooting guides that empower customers to find solutions independently, reducing the burden on support agents and deflecting simple inquiries.
- AI-powered chatbots: Virtual assistants who can answer basic questions, handle routine requests, and qualify leads 24/7. Chatbots can also collect customer information and pre-populate tickets to expedite the support process.
- Omnichannel routing: The ability to intelligently route customer inquiries to the most appropriate agent based on factors like expertise, availability, and the nature of the inquiry.
- Robust integrations: The ability to integrate with existing eCommerce platforms and other business tools to create a unified customer experience, ensuring all customer data is centralized.
What to Consider When Choosing an Omnichannel Customer Support Platform
Selecting a suitable omnichannel customer support platform for your business isn’t easy and requires significant investments — not just financial, but of your time, too. You will need to assess your options, read reviews, go through at least a few demos, and more.
To help make this process easier, we’ve built a checklist with key considerations to keep in mind when evaluating the available software:
Business Needs and Goals
- Identify your current pain points: What are your biggest challenges with your current customer service setup? Is it long wait times, siloed data, or a lack of omnichannel options?
- Define your goals: What do you hope to achieve with an omnichannel platform? Is it improving customer satisfaction, increasing agent productivity, or gaining deeper customer insights?
Supported Communication Channels
- Ensure the platform covers the channels your customers use most: This could include phone, email, live chat, social media, SMS, self-service portals, and even messaging apps.
- Consider future needs: Think about the communication channels your customers might use in the future and choose a platform that can adapt and grow with your business.
Features and Functionality
- Look for a platform with a comprehensive suite of features: This might include functionalities like ticketing systems, automated workflows, a knowledge base, and more.
- Prioritize features that align with your goals: Don’t get bogged down by every bell and whistle. Choose a platform that offers the functionalities that are most relevant to your specific needs.
Ease of Use and User Experience
- The complexity of the platform. Some platforms have a user-friendly interface and intuitive functionalities, making them easy for agents to learn quickly. Others may offer more advanced features that come with a steeper learning curve.
- Training and onboarding resources. Evaluate the vendor’s training materials and support. Do they provide comprehensive onboarding programs, video tutorials, or dedicated customer success managers to help agents get up to speed effectively?
Pricing and Vendor Reputation
- Compare pricing models and features offered by different vendors: The cost of omnichannel platforms can vary significantly depending on the features and functionalities offered.
- Research the vendor’s reputation: Look for reviews from other businesses on websites like G2, Gartner and TrustRadius to assess the vendor’s track record for customer support and service.
Customer Support
- Availability and responsiveness: How easy is it to reach the vendor’s customer support team? Do they offer different channels for support (phone, email, chat) and operate during hours that are convenient for your time zone?
- Quality of support: When you reach customer support, are they knowledgeable and helpful? Do they have a track record of resolving issues efficiently?
15 Best Omnichannel Customer Support Platforms on the Market Right Now
Now that you know why you need an omnichannel customer support platform and what to look for in one, we’re giving you a solid foundation to start your research.
Below, you’ll learn about the best-rated omnichannel customer support platforms, their top features, and pros & cons, so you can easily compare them and make an informed choice.
- Kustomer
- Freshdesk
- HubSpot
- Zendesk
- Help Scout
- LiveAgent
- Drift
- Zoho Desk
- Groove
- Intercom
- Gorgias
- Nextiva
- Hiver
- Tidio
- JivoChat
1. Kustomer
Kustomer is a premium omnichannel customer service platform created to support the needs of mid-sized and enterprise-level companies.
The platform provides a holistic and unified customer experience by enabling businesses to manage customer interactions seamlessly regardless of the source across multiple communication channels: email, chat, social media messages, SMS, and even a self-service knowledge base portal.
Instead of just offering multiple support channels, Kustomer offers smooth integrations between them, providing CX agents with a centralized workspace to:
- View customer history
- Understand the context around queries
- Address the issue through the customer’s preferred channel
Thanks to this centralization, agents feel empowered to deliver personalized customer experiences more efficiently, no matter how the customer chooses to interact.
Kustomer also makes the most out of AI to streamline and automate workflows, free up the agents’ time for meaningful tasks, gain deeper customer insights, and potentially prevent escalations.
Key Features of Kustomer
- Omnichannel communication: Kustomer offers a robust suite of communication channels, including email, chat, social media messaging (popular platforms like Facebook, Twitter, and Instagram), SMS, phone (built-in), and a self-service knowledge base portal.
- Unified agent workspace: Agents have a centralized console to view customer history, manage inquiries across different channels, leverage internal notes for better team collaboration, and access contextual information to better tailor interactions to each unique customer.
- AI-powered features: Kustomer utilizes AI for features like smart ticket routing, chatbots to answer basic queries and deflect simple inquiries, and sentiment analysis to understand customer emotions.
- Automation workflows: With Kustomer, you can streamline workflows with features like automated ticket routing, predefined responses, and rule-based actions to expedite resolutions.
- Powerful reporting and analytics: Kustomer lets you gain in-depth insights into customer interactions, agent performance, and overall support effectiveness. With robust data visualization tools and customizable dashboards, you can easily monitor your key CX success metrics, present them to the stakeholders and management, and continuously work on improving your CS processes and ROI.
- Open API and integrations: Kustomer provides an open API and integrates with numerous CRM systems, e-commerce platforms, and business tools for a unified customer experience (over 60 apps and platforms to integrate with!).
- A comprehensive resource library: Kustomer helps you with tips and strategies on how to improve customer service with its vast library of resources, blog posts, free CX tools, and more.
Advantages of Using Kustomer
- Powerful omnichannel experience: Excels at managing a wide range of communication channels and offers a truly unified experience for both agents and customers.
- Deep data analysis: Offers comprehensive reporting and analytics with advanced data visualization tools to remove the guesswork and enable data-driven decision-making.
- Openness and customization: Apart from the 60+ plug-and-play apps to connect Kustomer with, the team will even build you a custom integration if necessary to create a truly unique and completely tailored platform that matches your business needs.
- Scalability for enterprise needs: Kustomer is well-suited for handling high volumes of inquiries, and thanks to AI-powered automation, its enteprise help desk solution can manage the growing needs of large businesses.
Why Users Prefer Kustomer
- User-friendliness and easy navigation of every conversation ticket.
- Real-time ticket notifications reminding you to take action.
- In-depth reporting with full visibility of customer insights.
2. Freshdesk
Freshdesk is a user-friendly, cloud-based help desk solution from Freshworks Inc. that caters to omnichannel customer support needs. It allows businesses to manage various communication channels and provide a unified experience for their customers. With advanced automation options and diverse data visualizations, Freshdesk is undoubtedly an end-to-end tool for managing customer support, particularly suitable for smaller teams.
Key Features of Freshdesk
- Various communication channels, including email, phone (through integration), chat, and social media messaging (Facebook messenger, Twitter (X), WhatsApp Business).
- Management of all customer interactions (tickets, chats, emails) from a central dashboard, with complete conversation history readily accessible.
- Workflows with automation rules and pre-defined responses for faster resolutions and improved CSAT.
- Features like internal notes and shared ticketing to facilitate teamwork.
Pros of Using Freshdesk
- A user-friendly interface with a relatively gentle learning curve.
- A free plan with basic features for up to 10 agents.
- Some level of customization to tailor functionalities to specific needs.
Cons of Using Freshdesk
- The free plan offers basic functionality and limited reporting capabilities.
- Native phone support requires additional integrations with third-party solutions.
- Customer support can only be reached through a specific channel or on specific days.
Freshdesk Pricing
- Free: Limited features for up to 10 agents
- Growth: Starts at $15/month per agent
- Pro: Starts at $49/month per agent
- Enterprise: Starts at $79/month per agent
What Users Like About Freshdesk
- A good range of features for a small price for basic plans.
- Easy to set up, integrate, and use.
- Clients can also view tickets and monitor progress.
3. HubSpot Service Hub
HubSpot Service Hub is customer service software designed to help businesses retain customers and provide value through customer support. The platform turns your customer service into a 24/7 hub for your customers to ask questions and get help with any issues. What’s unique about this tool is that it also focuses on providing you with proactive tools to discover opportunities to improve customer health.
Key Features of HubSpot Service Hub
- Management of live chat, email, social media messaging, phone calls (through integration), and a self-service knowledge base from a single platform.
- AI-powered features for noting down details from calls with your customers to reveal areas of improvement.
- Streamlined workflows with features like automatic ticket routing and advanced SLAs for better agent efficiency.
- Tracking calls, customer details, and interactions in one place.
Pros of Using HubSpot Service Hub
- Can accommodate more digital channels and higher inquiry volumes.
- Integrates seamlessly with other HubSpot products for marketing and sales.
- Customer satisfaction and feedback surveys are available on the platform.
Cons of Using HubSpot Service Hub
- Increased costs when adding more agents, potentially expensive for larger teams.
- Phone support may need additional integrations.
- Lack of customization options for reporting.
HubSpot Service Hub Pricing
- Free: Limited features for up to 1 user.
- Starter: Starts at $20/month per seat
- Professional: Starts at $100/month per seat
- Enterprise: Starts at $130/month per seat
What Users Like About HubSpot Service Hub
- Easily integrates with your processes if you already use other HubSpot products.
- User-friendly, even for those unfamiliar with the tool.
- Plenty of automation available for easy management of large volumes of tickets.
4. Zendesk
Zendesk is a customer service platform that relies heavily on AI to deliver efficient, personalized experience to your customers. It’s key features are designed for agile teams — Zendesk uses open standards and common languages, so you can create highly tailored experiences for the unique needs of your customers, at the same time ensuring compliance and data security even at scale. It’s suitable for large businesses thanks to enabled cross-team collaboration and elevated data security.
Key Features of Zendesk
- Comprehensive ticket and case management with SLA management, ticket collaboration, and automated responses.
- AI-powered evaluation of 100% of customer conversations, spotting areas for improvement.
- The Agent Workspace for managing all interactions in a single dashboard and easy collaboration with other teams.
- User, role, and access management for high-level data security and compliance.
💡Is Zendesk really worth it? Learn more about Zendesk’s top pros & cons.
Pros of Using Zendesk
- Easy centralization of all customer interactions in one dashboard.
- Chatbots can deliver customer support 24/7 across all service channels.
- Proactive messaging through WhatsApp and SMS to prevent escalations.
Cons of Using Zendesk
- The prices may not be affordable for smaller teams with limited budgets.
- Lack of adequate customer support from the Zendesk team.
- No option to customize the UI or revert to a previous one.
Zendesk Pricing: Is Zendesk Really Worth the Cost? 🤔
- Support Team: Starts at $19/month per agent
- Support Professional: Starts at $55/month per agent
- Support Enterprise: Starts at $115/month per agent
💡 Read this full teardown of Zendesk’s pricing model.
What Users Like About Zendesk
- An excellent number of seamless integrations with other tools.
- Easy to implement, use, and train staff on how to use it.
- Good visibility of your most important metrics.
5. Help Scout
Help Scout unifies all customer, client, vendor, and partner conversations into a single platform, allowing businesses of all sizes to manage communication more easily and quickly. The platform boasts simple implementation, giving you fast access to the dashboard that feels like a simple inbox. Eliminating the usual clutter and helping teams collaborate internally through notes, avoiding collisions and improving productivity, Help Scout also relies on AI and automation to boost support agents’ efficiency and free up their time for building customer relationships.
Key Features of Help Scout
- Customizable workflows with email filtering and custom folder options.
- A shared inbox that allows all customer support agents to make sure they’re on the same page.
- Dozens of keyboard shortcuts to make your workflows more efficient.
- Comprehensive reporting tools allow you to track diverse metrics, from agent productivity to customer happiness.
Pros of Using Help Scout
- Improved collaboration between customer support and sales teams thanks to the shared inbox.
- The user interface is clean and easy to navigate, making the learning curve gentle.
- 50+ integrations to facilitate communication across platforms.
Cons of Using Help Scout
- Lack of some handy features, like email scheduling.
- The knowledge base template gallery could be more diverse.
- Might not be suitable for enterprises due to a lack of customization options.
Help Scout Pricing
- Standard: Starts at $20/month per user
- Plus: Starts at $40/month per user
- Pro: Starts at $65/month per user
What Users Like About Help Scout
- It’s easy on the eyes and not too overwhelming for new users.
- Separate inboxes and folders for each team.
- Affordability of the tool, compared to high-priced competitors.
6. LiveAgent
LiveAgent empowers businesses to build stronger customer relationships and elevate their service across all channels, from email to Viber to Slack. This platform allows you to streamline your workflow and resolve tickets faster without breaking the bank. LiveAgent’s efficient ticketing system offers a multi-channel toolbox, letting you provide exceptional support through email, live chat, social media, and more. You can use over 130 built-in features and 200+ integrations to streamline every step of the customer service journey.
Key Features of LiveAgent
- Integrations with most social media platforms (Facebook, X, Viber, and more).
- Offers a built-in call center software (including video calls).
- Customizable email templates and canned messages.
- Task automation for more streamlined workflows.
Pros of Using LiveAgent
- Easy to set up and navigate, even for inexperienced agents.
- 24/7 customer support to guide your team.
- A free trial is available before you decide to commit.
Cons of Using LiveAgent
- The email spam filter isn’t as refined as it could be and lets some spam through.
- Some useful analytics features enterprises need may be missing.
- Bigger teams probably won’t consider it affordable.
LiveAgent Pricing
- Small: Starting from $9/month per agent
- Medium: Starting from $29/month per agent
- Large: Starting from $49/month per agent
- Enterprise: Starting from $69/month per agent
What Users Like About LiveAgent
- Great for smaller teams on a budget, as the prices for starter plans are affordable.
- You can easily navigate the system and find tickets and emails through the search. functionality.
- The customer support team from LiveAgent is top-notch.
7. Drift
Drift is an AI-powered customer engagement platform that automatically listens, understands, and learns from buyers to create the most personalized experiences possible. Other than use cases for marketing and sales, it can be used as a tool for customer service, allowing you to easily distinguish customers from net-new prospects and deliver personalized experiences that lead to high customer satisfaction. Drift offers knowledge base integrations and AI-powered customer service chatbots, so your customers can self-serve the help they need.
Key Features of Drift
- AI-powered knowledge base and chatbots provide immediate answers to your customers.
- Custom routing, response timers, and message templates allow agents to be quick and efficient and deliver seamless experiences.
- A clean-looking dashboard with metrics like CSAT, deflection rate, and time-to-resolution allows you to monitor and analyze your performance.
- You can get a 360-degree view of your customers, including their details and interaction history.
Pros of Using Drift
- Easy installation on your website and simple use.
- Ability to create personalized chat experiences that customers love.
- Responsive and helpful customer support and onboarding agents.
Cons of Using Drift
- Not a specialized customer support platform.
- The pricing is not very friendly for smaller businesses.
- The system is prone to glitches, causing disruptions in customer conversations.
Drift Pricing
- Premium (for small businesses): Starting at $2,500 per month
- Advanced & Enterprise: Custom pricing
What Users Like About Drift
- Integrates with the leading CRMs in the market.
- Excellent chatbot with speedy, real-time connection and a personalized approach.
- The number of features available is astonishing.
8. Zoho Desk
Zoho Desk is a comprehensive help desk software designed to simplify and improve customer service operations. It offers omnichannel support, allowing businesses to manage customer inquiries from email, social media, and live chat in one platform. The software includes AI-powered tools for customer sentiment analysis and automated workflows to boost efficiency. Zoho Desk also provides built-in analytics for tracking performance and customer satisfaction.
Key Features of Zoho Desk
- Centralized customer inquiries from email, social media, and live chat, enabling effective ticket management.
- Zia, an AI-powered assistant, improves response accuracy and efficiency with features like sentiment analysis and auto-tagging tickets.
- The self-service includes a multi-brand help center, community forums, and a knowledge base.
- Automation features for ticket assignment, notifications, and workflows.
Pros of Using Zoho Desk
- SLA’s supervisor rules and time-based actions and reminders keep agents on top of cases.
- User-friendly interface and comprehensive support features for an overall positive user experience.
- Fast implementation with minimal workflow disruptions.
Cons of Using Zoho Desk
- The speed and quality received was not always up to customer expectations.
- Poor and unhelpful tech support.
- Lack of customization options, unless you’re an enterprise user.
Zoho Desk Pricing
- Standard: €14/month per user
- Professional: €23/month per user
- Enterprise: €40/month per user
What Users Like About Zoho Desk
- Ease of use, powerful functionality, easy management systems, and handy automation.
- You get all the great features of a more expensive service built into the Zoho Desk.
- A variety of integrations with other business tools facilitate centralizing all customer data.
9. Groove
Groove is a customer support platform that simplifies and enhances customer service management through a shared inbox that consolidates all customer inquiries. With features like a knowledge base, automated workflows, and AI-powered tools, Groove helps businesses resolve issues quickly and effectively. The platform also provides advanced reporting and analytics to track performance and optimize support strategies and is known for its user-friendly design and cost-effective pricing.
Key Features of Groove
- A shared inbox feature for centralized customer communications and managing orders, subscriptions, alerts, and conversations directly from the inbox.
- Seamless integrations with Gmail, Slack, Shopify, Stripe, and Facebook, keeping customer interactions organized in one place.
- 24/7 smart, self-service, customizable Knowledge Base reduces support volume and enhances customer satisfaction.
- Live chat feature with extensive customization options, matching your brand’s look and feel, including colors, notification sounds, and logos.
Pros of Using Groove
- Simple and intuitive interface that’s easy to navigate.
- The support team is responsive and helpful.
- Features like internal notes and ticket assignments improve team collaboration.
Cons of Using Groove
- Reporting features may be too basic and lack customization options.
- Some users experience problems with integrations, particularly with CRM systems like HubSpot.
- The search functionality can be difficult to use; it requires specific queries to find emails or tickets.
Groove Pricing
- Standard: $16/month per user (up to 25 users)
- Plus: $36/month per user
- Pro: $56/month per user
What Users Like About Groove
- Canned replies allow quick responses to frequent support tickets.
- Pricing isn’t based on email volume, so you can keep a growing ticket archive without extra costs.
- It facilitates building and managing a ticketing system and a knowledge base.
10. Intercom
Intercom is a customer support platform that integrates powerful messaging and automation to provide in-context support within your product, app, or website. It features a Messenger tool that offers self-serve and live support options, improving the customer experience. Intercom’s Resolution Bot automates answers to common questions, reducing the workload on support teams. The platform also includes a ticketing system to deliver personalized, contextual resolutions for various customer queries. Read more about how Intercom compares to top competitors.
Key Features of Intercom
- Business Messenger provides customizable, brand-consistent messaging that integrates seamlessly into your product or website.
- Customizable, code-free chatbots that automate tasks, prioritize and route conversations
- AI-powered chatbot, Fin, instantly resolves up to 50% of support questions with accurate, conversational answers based on your support content.
- The Product Tours feature helps onboard new users and drive feature adoption through interactive, guided experiences.
Pros of Using Intercom
- User-friendly interface, intuitive, and easy to navigate.
- Robust communication tools, including message viewing, conversation history, and tagging features.
- Over 350 integrations with other apps and tools.
Cons of Using Intercom
- Sometimes, the platform can be slow to load, causing delays.
- Certain advanced features and workflows can have a steep learning curve.
- The pricing for some of the advanced features can be quite high, probably unaffordable for small businesses.
Intercom Pricing
- Essential: $39/month per seat
- Advanced: $99/month per seat
- Expert: $139/month per seat
What Users Like About Intercom
- Modern UX, UI, and offers countless customization options
- Managing inbound, outbound, help articles, notifications, and more in one platform
- Streamlining the process of submitting and responding to tickets
11. Gorgias
Gorgias is an AI-powered customer experience platform designed to help eCommerce brands grow by automating over 60% of customer support tasks. It unifies customer conversations across various channels into one helpdesk, improving support efficiency. Gorgias connects with over 100 apps, allowing seamless data sharing and updates within a single platform. It aims to turn shoppers into repeat customers by proactively engaging with them at key moments. Read more about how Gorgias compares to top competitors.
Key Features of Gorgias
- Management of all customer interactions, including email, chat, social, and phone, from a single tab.
- Access comprehensive customer details like previous conversations, orders, reviews, and subscription information.
- Integrations with over 100 apps to share customer data and make updates across different tools directly from within Gorgias.
- AI-powered workflows automatically route tickets and personalize responses with templates and custom variables.
Pros of Using Gorgias
- Agents can manage multiple digital channels like Shopify, Facebook messenger, and TikTok from one platform.
- The automation features, such as macros and triggers, help reduce response times and increase productivity.
- Well-tailored to fit the needs of an e-commerce business.
Cons of Using Gorgias
- The pricing structure can be high, especially for small businesses with limited budgets
- First-time users may find the initial setup overwhelming
- Lack of comprehensive notification settings for new tickets, which can lead to missed customer inquiries
Gorgias Pricing
- Starter: Only available for the monthly subscription (50 monthly tickets)
- Basic: Starting at $50/month (300 monthly tickets)
- Pro: Starting at $300/month (2,000 monthly tickets)
- Advanced: Starting at $750/month (5,000 monthly tickets)
- Enterprise: Price available upon request (custom ticket volume)
What Users Like About Gorgias
- Integration of eCommerce platforms allows customer support to instantly resolve issues without switching to another tool
- 5 days free trial, and you can get a refund if you’re not satisfied after the first month
- Customers can check the status of their order on the Gorgias widget on the website
12. Nextiva
Nextiva is a multi-channel CX platform that provides a centralized support dashboard and helpdesk for managing all your digital interactions across social media channels, collaboration and messaging, live chat, email, and online reviews — all in one place.
Key Features of Nextiva
- Its UCaaS capabilities separate Nextiva from the pack, bundling instant messaging, video conferencing, and other collaboration tools into a single place for managing SMB communications for one low bundled price.
- Call Analytics: Detailed reports and analytics on call volumes, durations, and other key metrics.
- Interactive Voice Response (IVR): Automated system for directing calls based on user input.
Pros of Using Nextiva
- Users report excellent customer service from Nextiva — “hold times for support have been very short”
- Users report a positive experience with Nextiva’s VoIP features such as call logs, call recording, call pop and VoIP number porting.
Cons of Using Nextiva
- While Nextiva is quite feature-rich, the extensive capabilities of Nextiva might be overwhelming for small businesses that do not need all the advanced functionalities.
- If you just need a basic system for managing support, Nextiva’s bundle offerings can lead to paying for features that are not utilized.
Nextiva Pricing
- Core: $99/month per user
- Premium: $119/month per user
- Elite: $139/month per user
What Users Like About Nextiva
- “The customer service is outstanding and they have a team of technicians that understand the ins and outs of the products and really care about your own personal success.” — Capterra
- “I like the consistency of call quality. Dropped and garbled calls are very rare. Voice quality is consistently reliable. Customer service has been knowledgeable, friendly, and quick. Desktop and mobile app integration is very intuitive, requiring minimal training and support for staff.” — Capterra
13. Hiver
Hiver is a multi-channel help desk software that integrates seamlessly with Gmail to simplify and scale customer support by consolidating emails, chats, voice calls, and WhatsApp messages into one inbox. Trusted by over 10,000 teams, Hiver enhances collaboration with features like conversation IDs, tags, labels, notes, and mentions, ensuring timely and accurate responses. With Hiver, you can manage phone calls, create a self-service knowledge base, and deliver personalized support across all channels.
Key Features of Hiver
- Hiver’s AI Summarizer condenses lengthy emails into concise notes, speeding up issue resolution.
- Emails are automatically assigned to team members based on predefined rules
- Agents can use pre-written, customizable email templates and canned responses to quickly address common queries.
- Hiver’s chatbots provide round-the-clock support, handling repetitive queries and boosting agent productivity.
Pros of Using Hiver
- You can tag and route emails efficiently so the appropriate team member handles each message.
- Multiple team members can access and manage shared inboxes, which improves collaboration.
- Email templates streamline responses and make communication quicker.
Cons of Using Hiver
- Users may receive too many notifications, so important messages get buried.
- Emails can only be assigned to one person, which can be problematic when multiple people need to handle the same email.
- Occasional glitches, such as emails showing up as “unassigned” or slow loading times.
Hiver Pricing
- Lite: $19/month per user (up to 10 users)
- Pro: $49/month per user
- Elite: $79/month per user
What Users Like About Hiver
- Multiple team members can access different inboxes and work together
- Automates mundane work, saving time and effort and eliminating communication lags
- Smooth integration with G-Suite
14. Tidio
Tidio is an AI-driven customer service platform designed to help businesses accelerate growth by automating up to 70% of customer inquiries, allowing companies to convert more leads and provide stellar support. Tidio offers a comprehensive solution that includes a conversational AI chatbot, live chat, helpdesk tools, and powerful automation features to enhance customer interactions. The platform’s advanced analytics and user-friendly interface help businesses improve response times, increase customer satisfaction, and drive revenue growth.
Key Features of Tidio
- Tidio’s live chat tool allows real-time customer interaction, featuring live typing previews, canned responses, and the ability to handle offline messages.
- Lyro AI chatbot can resolve up to 70% of customer inquiries automatically, offering data-backed answers and natural conversations.
- Tidio’s visual automation builder enables businesses to create automated workflows without coding.
- You can easily manage conversations, sales, and processes with over 35 eCommerce templates.
Pros of Using Tidio
- User-friendly interface and easy setup process, making it accessible even for beginners.
- A wide range of chatbot functionalities that can handle various tasks, from customer inquiries to lead generation.
- Seamless integrations with popular platforms like Shopify or WooCommerce and over 120 other tools.
Cons of Using Tidio
- Some users have found Tidio’s integration options with external platforms limited, which can restrict its functionality.
- While Tidio offers a free plan, advanced features and higher chat limits can become expensive.
- Users have reported issues with notifications and being logged out of the mobile app.
Tidio Pricing
- Free: Locked at 50 conversations per month
- Starter: $29 per month (100 handled conversations)
- Growth: $59 per month (250 handled conversations)
What Users Like About Tidio
- Consistently provides accurate and relevant answers
- Highly customizable chatbots that save time and enhance customer support efficiency
- Easy to set up, configure, and manage, and looks good on the website
15. JivoChat
JivoChat centralizes all customer interactions across multiple channels, including live chat, social media, messengers, and phone calls. The platform helps streamline communication and improve response times by integrating chatbots to handle frequently asked questions, allowing live operators to focus on more complex issues. JivoChat also offers robust features for monitoring and enhancing the quality of customer service, including detailed analytics and secure management of customer data. With JivoChat, businesses can protect their social media accounts, improve lead conversion rates, and provide a seamless support experience tailored to customer preferences.
Key Features of JivoChat
- A fast, responsive live chat allowing you to engage with website visitors in real time, also available on mobile devices.
- AI-powered chatbot handles frequently asked questions and support requests 24/7, letting your team focus on more complex customer needs.
- Proactive invitations use smart triggers to automatically invite visitors to chat based on their website behavior.
- Numerous integrations with different types of platforms, including CRM systems, email marketing tools, and social media channels.
Pros of Using JivoChat
- Intuitive design for quick training and onboarding.
- A range of features that enhance not only customer support but also improve engagement with website visitors.
- You can use the feedback feature to collect information about how your customers feel about you.
Cons of Using JivoChat
- Some users have reported issues with certain features, such as the telephony channel, which don’t work as expected.
- JivoChat’s customer support is not available 24/7 and can take a long time to respond to tickets.
- Despite its user-friendly interface, some users find the initial setup process confusing and time-consuming.
JivoChat Pricing
- Basic: Free
- Professional: Starting at $19/month per agent
- Enterprise: Starting at $38/month per agent
What Users Like About JivoChat
- Simple installation, customizable settings, and easy and fast operation
- Identifies website visitors and their locations
- Connection with a corporate phone allows receiving calls directly from the app
Omnichannel Customer Support Platforms FAQs
When Do You Need an Omnichannel Customer Service Strategy?
The following signs may indicate that your business could benefit from implementing an omnichannel customer service strategy:
- Your customers are already using multiple channels to contact you
- You’re facing siloed operations and data
- Your customer satisfaction scores are low
- You’re experiencing long wait times and slow response rates
- Your business is growing or expanding into new markets
What Are the Benefits of Using Omnichannel Support Tools?
There are several advantages to using omnichannel support tools, both for businesses and their customers:
- Improved customer satisfaction
- Boosted customer loyalty and retention
- Customer queries resolved faster
- Reduced customer service labor costs
- Increased agent efficiency, collaboration, and productivity
- Stronger customer relationships
- Centralized data collection and insights
- A competitive advantage
What is the Difference Between Omnichannel and Multichannel Customer Support?
Some people use multichannel and omnichannel support interchangeably, but these concepts are different.
Multichannel support uses multiple channels that function independently, with limited or no integration, whereas the omnichannel approach highlights the interconnection between these channels, providing a unified experience without losing track of customer conversations.
Trust Kustomer to Handle Your Omnichannel Customer Experience
Say goodbye to siloed data, miscommunication across teams, juggling multiple platforms, and long response waits. The omnichannel customer support hero is here to save your customers from frustration, get their issues resolved quickly, and help your agents become as efficient as possible in delivering an exceptional customer experience.
Kustomer goes beyond basic omnichannel support, unifying all your communication channels into a single, easy-to-navigate workspace and supporting the agents in catering to your customers.
Your agents will now:
- Have access to a complete customer journey view
- Be able to provide highly personalized support
- Get to monitor and analyze customer sentiment
- Rely on AI to help eliminate manual tasks
- Focus on human-to-human communication and building relationships
Ready to experience the difference a truly customer-centric platform can make? Don’t settle for average. Get a demo and experience the future of omnichannel support.
