With so many brands available, customer expectations for seamless and personalized experiences have increased. Omnichannel support tools help you meet these customer expectations by connecting with them through multiple touchpoints. You can build a connected and exceptional customer experience.
Most of the businesses aim to provide the best products and services to customers. But what they really forget is that customer support also plays an important role in customer’s overall experience. As per statistics, 97% of customers say that their customer service interactions impact whether they stay loyal to a brand or not.
In this blog, we will discuss about some of the top omnichannel customer support tools in 2024. You will learn about their top features and pricing. We are sure this information will help you choose the best omnichannel customer support tool for your business.
What are Omnichannel Support Tools?
Omnichannel support tools are software solutions that help businesses unify their customer queries from different marketing channels into one dashboard. These omnichannel tools help to consolidate customer interactions from communication channels like email, social media platforms, messenger, etc into a single platform. You can provide consistent and personalized support to customers by using omnichannel support tools.
Benefits of using Omnichannel Support Tools
Omnichannel marketing platforms can help businesses in many different ways. We have mentioned some of the top benefits of using omnichannel support tools below.
- Increased customer satisfaction: Customers reach out to businesses on different marketing channels. With Omnichannel support, businesses can be available to customers on maximum platforms.
- Reduced resolution time: Customer support teams can access queries from different channels in one dashboard. This way they can reply to customers quickly and resolve queries at the earliest.
- Boosts agent productivity: Customer support agents no longer need to log in to multiple platforms to reply to customers. This helps save their time which they can utilize in carrying out meaningful conversations with customers.
- Reduced costs: Omnichannel support tools help automate responses to FAQs and increase agent efficiency. This way it helps reduce customer support costs of businesses.
If you’re looking to improve your support service and customer experience then you must invest in the best omnichannel customer support solution. It can lead you to provide seamless support and personalized experience to customers.
Provide a seamless and connected experience to customers!
Omnichannel support helps you unify multiple channels’ inboxes and reply to customers from one place.
Top 10 Omnichannel Customer Support Tools
Omnichannel marketing software are great for small businesses to large enterprises as these platforms offer features to streamline customer support. There are various features and functionalities that can help enhance the customer experience of a brand.
1. Omnichannel Support
Omnichannel support by WebMaxy helps you unify your marketing channels inboxes and get access to customer queries in a single dashboard. Your support team can reply to customer queries quickly and increase customer satisfaction.
The ticket management system helps you assign, track, and manage customer queries easily. You can ensure that each customer is addressed within a limited time frame. The agent productivity dashboard helps you keep track of your support agent performance.
This one of the best omnichannel software helps you automate responses. You can be available to your customers 24/7 without keeping your support agents active. Manage your customer support service across different channels with this Omnichannel support platform.
Key features
- User-friendly interface
- Multi-agent support dashboard
- Ticket management system
- Agent productivity dashboard
- Automate FAQs
- Chat automation
- Insights and analytics
- Tumblr
- Live chat
- Scalability
- Dedicated success manager
Pricing
- Omnichannel Suppport pricing plan starts at $25/month.
2. LimeChat
LimeChat is one of the best omnichannel support tools that help businesses provide customer support across multiple communication channels. It is a cloud-based solution that comes with an easy-to-use interface.
It helps you enable a query management system and support automation to provide an exceptional experience to customers. You can centralize your customer queries from different channels like Facebook, WhatsApp, Instagram, Email, and Live Chat into one dashboard. This platform gives you real-time insights that help you know how satisfied customers are with your brand.
Key features
- Ease of use
- Unified agent dashboard
- Ticket management system
- Chat automation
- Agent productivity dashboard
- Reports and analytics
- Live chat
- Dedicated success manager
Pricing
- LimeChat pricing plan starts at $199/month.
Related: LimeChat Alternative
3. DelightChat
DelightChat is among the top omnichannel customer support solutions that help you provide robust customer support. It’s simple to use and comes at an affordable price. You can manage queries across channels like WhatsApp, Instagram, Facebook, Email, and Live Chat.
This Omnichannel Support Tool helps you collaborate with your support team. You can assign queries and keep track of responses. You can set up automation rules and quickly reply to customers.
Key features
- Ease of use
- Agent dashboard
- Ticket management
- Chat automation
- Insights and analytics
- Live Chat
- Dedicated success manager
Pricing
- DelightChat pricing plan starts at $49/month.
Related: DelightChat Alternative
4. Zendesk
Zendesk is listed in the best omnichannel support tools as it helps you manage and handle customer interaction across different channels. You can streamline your customer support service across multiple touchpoints. The best feature about this tool is that you can customize it as per your business setup and scale it as well.
This omni channel marketing software helps you carry out connected conversations regardless of the platforms customers use to connect with you. You can implement AI and bots to provide answers to common customer queries quickly.
Key features
- Agent dashboard
- Ticket management system
- Team collaboration
- Chat automation
- Reports and analytics
- Live Chat
- Scalability
Pricing
- Zendesk pricing plan starts at $69/month.
Related: Zendesk Alternative
5. BiteSpeed
BiteSpeed is one of the best omnichannel support solutions that help you reply to customers on Facebook, WhatsApp, and Instagram. It comes with a multi-agent dashboard that allows you to assign and route queries to provide faster responses to customers.
You can automate customer support queries with bots and respond to FAQs easily. From analytics and reports, you can track agent performance like their first response and time resolution timeframes. The only drawback of this tool is that it comes at a hefty price.
Key features
- Multi-agent dashboard
- Ticket management system
- Chat automation
- Analytics and reports
- Dedicated success manager
Pricing
- BiteSpeed pricing plan starts at $249/month.
Related: BiteSpeed Alternative
6. Freshdesk
Freshdesk is among the best omnichannel support tools that help you consolidate customer queries from various channels into one platform. It comes with a user-friendly interface and helps you handle customer interactions efficiently.
The ticket management system allows you to manage and assign queries to support representatives based on their expertise. It has SLA management that helps you assign deadlines for ticket resolutions.
Key features
- Ease of use
- Ticket management
- Team collaboration
- Analytics and reports
- Live chat
- Scalability
Pricing
- Freshdesk pricing plan starts at $15/user/month.
7. Zoho Desk
Zoho Desk is listed in top omnichannel support tools due to the advanced features it provides. It powers up your customer service team to serve your customers better. You can handle customer queries of different communication channels like email, live chat, social media, etc.
The best feature of this tool is sentiment analysis which helps you find out how happy and satisfied customers are with your services. Then, you can optimize your customer support experience accordingly.
Key features
- Ticket management system
- Agent productivity dashboard
- Chat automation
- Live chat
- Social media
- Reports and analytics
Pricing
- Zoho Desk pricing plan starts at $14/month.
8. Intercom
Intercom is one of the best omnichannel support tools as it helps you enhance customer service through AI-powered tools. It comes with a resolution bot that enables you to answer common customer queries quickly.
The highlight of this tool is that you can create automated workflows to sort and manage tickets immediately. You can also customize the interface so that your team members can handle and operate it easily.
Key features
- Ticket management system
- Agent dashboard
- Chat automation
- Automated workflows
- Report and analytics
- Live chat
- Social media
Pricing
- Intercom doesn’t reveal its pricing plan. You can contact their sales team to get the pricing plan for your business.
9. Hiver
Hiver is listed in the top omnichannel marketing tools as it helps you in efficient customer query management. The shared inbox helps you assign and route queries to the right customer support agent.
This omnichannel support tool is built for Google Workspace and it utilizes Google tools to enhance workflows. You can automate workflows and save time of your customer support agents.
Key features
- Shared team inbox
- Ticket management
- Live Chat
- Gmail
- Chat automation
- Analytics and reports
Pricing
- Hiver pricing plan starts at $14/user/month.
10. Sprinklr
Sprinklr is among the best omnichannel support solutions that help you provide support services on different channels like email, live chat, and social media. You can engage with your customers efficiently and provide personalized support.
This omnichannel support tool provides you with a unified dashboard that gives a single view of all customer interactions to agents. With a real-time monitoring feature, you can get insights into agent performance and customer satisfaction levels.
Key features
- Shared team inbox
- Agent productivity dashboard
- Live chat
- Social media
- AI-powered routing
- Analytics and reports
Pricing
- Sprinklr pricing plan starts at $249/agent/month.
The Conclusion
In today’s customer-centric world, it has become vital to offer seamless and personalized support to customers. Omnichannel support tools can help you provide it by unifying customer interactions and providing quick resolutions.
In this blog, we have mentioned some of the top omnichannel support tools for your reference. Their comprehensive features and functionalities can help you streamline support services, improve agent productivity, and deliver an exceptional customer experience.
Omnichannel support by WebMaxy is the best customer service tool that helps you manage support services across multiple channels. You can set up automated workflows and be available to customers 24/7. Try WebMaxy advanced sales and marketing tools for elevating your customer experience!
Schedule a demo with our experts to learn more about Omnichannel Support, connect with our team at info@webmaxy.co.
Streamline your support services with Omnichannel support!
Reply to customers on different channels from one dashboard and reduce your response time.
Omnichannel Support Tools FAQs
What is omnichannel customer support?
Omnichannel customer support refers to providing consistent and personalized support to customers. It basically means that customers can interact with a brand through a variety of channels like email, social media, and live chat but still have a coherent experience. There are many omnichannel support tools that help you get a unified view of customers across all channels.
Which Omnichannel Support tools stand out as the top choices in 2023?
Omnichannel support tools help you provide personalized and efficient support to customers. We have mentioned some of the top omnichannel support tools below.
– Omnichannel Support
– Zendesk
– Freshdesk
– Zoho Desk
– Hiver
What is an example of an omnichannel service?
An example of omnichannel service is when a customer support interaction begins on Facebook, then continues with WhatsApp messages, and ends with a phone call. There are many businesses that offer omnichannel services such as Starbucks, Sephora, Disney, and more.
What is the difference between multichannel and omnichannel customer support?
Multichannel support service refers to offering support to customers through different channels. Omnichannel customer support is an integrated approach and refers to offering support to customers on different channels through one dashboard. Multichannel customer support leads to a fragmented customer experience whereas omnichannel customer support helps in providing a cohesive customer experience.
How can Omnichannel support tools benefit small businesses?
Omnichannel support tools have many benefits for small businesses that we have mentioned below.
– Streamlined support operations
– Enhanced customer experience
– Improved agent productivity
– Reduced customer support costs