20 Best Omnichannel Customer Service Software Reviewed in 2025
Best Omnichannel Customer Service Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
If you're a customer experience manager, you know the struggle of juggling multiple communication channels is real. Your team needs to stay on top of emails, chats, calls, and social media. It's a lot to handle, and it can get overwhelming fast. Omnichannel customer service software helps brings all those channels into one place.
In my experience, these tools make it easier for your team to manage customer interactions and provide consistent, seamless support. And, as a recent Gartner survey found, an overwhelming 93% of customers reported higher Customer Satisfaction (CSAT) when they were able to seamlessly transition from one service channel to another.
I've independently tested and reviewed several of these solutions. In this article, I’ll share my top picks, giving you an unbiased look at some of the best omnichannel customer service software, so you’re better placed to find the right fit for your team.
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Best Omnichannel Customer Service Software Summary
This comparison chart summarizes pricing details for my top omnichannel customer service software selections to help you find the best one for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for automated ticket distribution | 30-day free trial | From $9/agent/month (billed annually) | Website | |
| 2 | Best for AI-powered assistant | 7-day free trial + free plan available | From $25/user/month | Website | |
| 3 | Best for internal customer service collaboration | Free plan available | From $25/user/month (billed annually) | Website | |
| 4 | Best for startups | 14-day free trial | From $29/user/month (billed annually) | Website | |
| 5 | Best for call centers | Free demo available | From $85/user/month | Website | |
| 6 | Best for small businesses | Free demo available | From $25/user/month (billed annually) | Website | |
| 7 | Best for CRM integration | Free demo available | From $89/user/month (billed annually) | Website | |
| 8 | Best for social media support | Free demo available | Pricing upon request | Website | |
| 9 | Best for AI-driven insights | Free demo available | Pricing upon request | Website | |
| 10 | Best for ease of use | 21-day free trial | From $9/user/month | Website |
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Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6
Best Omnichannel Customer Service Software Review
Below are my detailed summaries of the best omnichannel customer service software that made it onto my shortlist. My reviews offer an in-depth look at the key features, pros and cons, integrations, and ideal use cases of each tool to help you find the best one for you.
LiveAgent is an all-in-one customer support platform designed to help your team manage communications across multiple channels. It brings together email, live chat, phone, and social media into a single workspace, so your agents can respond faster and stay organized.
Why I picked LiveAgent: LiveAgent's ticketing system is built to handle messages from all your channels and turn them into organized tickets. This means your team can track and reply to every customer from one inbox, no matter where the message came from. I like that it offers automated ticket distribution, which assigns conversations to the right agent or department. Additionally, the built-in call center lets you handle inbound and outbound calls directly from the platform, with tools like interactive voice response (IVR), call routing, and automatic callbacks.
Standout features & integrations:
Features include a real-time typing view, which lets agents see what customers are typing before they hit send, helping them prepare faster responses. The proactive chat invitations also allow your team to reach out to visitors browsing your site, increasing the chance of engagement.
Integrations include WhatsApp, WordPress, Shopify, Mailchimp, Pipedrive, Slack, Facebook, Google Sheets, Salesforce, Asana, Twilio, and RingCentral.
Pros and cons
Pros:
- Provides robust automation options
- Supports multiple languages
- Includes AI tools to assist with drafting responses
Cons:
- Some users find the interface to be outdated
- Social media channels are limited to higher-tier plans or are paid add-ons
New Product Updates from LiveAgent
Enhanced Customer Support Features
LiveAgent's latest update introduces AI-driven ticket responses and usability improvements. For more information, visit LiveAgent's official site.
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Tidio is an omnichannel customer service software designed to enhance communication between businesses and their customers. It offers a suite of tools that enable businesses to interact with customers through various channels, including live chat, email, and social media.
Why I Picked Tidio: I chose Tidio for its AI-powered Lyro Agent, which automates a large share of customer interactions. It enables teams to manage inquiries across multiple platforms and deliver timely, personalized responses without overwhelming staff. Tidio also stands out for its smart help desk and self-service tools, which streamline both simple and complex support requests. By helping customers find quick answers, it reduces direct inquiries and frees your team to focus on higher-priority issues.
Standout features & integrations:
Features include detailed analytics, which help you understand customer interactions and improve support strategies. The platform supports communication in 12 languages, making it accessible to a global audience. Tidio also emphasizes data security and compliance, ensuring that customer information is protected according to industry standards.
Integrations include Shopify, WooCommerce, BigCommerce, PrestaShop, Shift4Shop, WordPress, Joomla, Drupal, Jimdo, Webydo, Google Analytics, and Klaviyo.
Pros and cons
Pros:
- Quick to deploy with minimal setup
- Supports 12 languages for global teams
- Combines chat, email, and social channels in one inbox
Cons:
- Limited feature set on the free plan
- No phone support; live support limited to business hours
Hiver is a modern AI-powered customer service platform designed to provide advanced omnichannel support. It brings together various channels, like email, live chat, WhatsApp, voice, SMS, and social media, enabling you to manage all customer interactions from a single platform. Your team can toggle between these channels from a panel on the left-hand side, assign queries, and collaborate with internal notes or shared drafts without ever leaving the interface.
Why I picked Hiver: Hiver’s internal collaboration features really stand out. Agents can leave private notes on conversations to share context or ask for help, and @mentions ensure the right teammate is looped in instantly. Collision detection prevents multiple agents from replying to the same customer at once, saving your team from duplicate or conflicting responses. Shared drafts make it possible to co-write replies in real time, while approval workflows allow teams to request and secure quick approvals from managers or other stakeholders without leaving the inbox. All of this happens right next to the customer conversation, so teams don’t have to jump between apps to stay aligned.
Standout features & integrations:
Features include its omnichannel inbox, which lets teams manage customer conversations across email, live chat, WhatsApp, voice, SMS, and social media from a single, unified view. To keep operations running smoothly, Hiver includes workflow automations and SLA management, ensuring tickets are routed to the right agents, escalated when needed, and resolved on time. All of this is enhanced by Hiver’s AI features. AI Copilot suggests and refines responses in real time, AI Agents handle repetitive tasks like follow-ups and closures, and AI Insights helps you spot bottlenecks and areas for improvement.
Integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, WhatsApp, and Zapier and 100+ other platforms.
Pros and cons
Pros:
- AI features embedded at all stages of customer support journey
- Customer support from real humans available 24/7 via chat or email, across all plans (including free one)
- Strong internal collaboration features
Cons:
- Compared to some other platforms, Hiver offers fewer third-party integrations
- Mobile experience isn’t as strong as the desktop one
New Product Updates from Hiver
Hiver's Layout Settings, Outlook Import, and Conversation Downloads
Hiver's updates boost your email workflow with a new side-by-side interface, Outlook data import, and one-click conversation downloads for offline access. Visit Hiver’s official site for more information.
for more information.
Intercom is a customer service platform designed for startups looking to manage customer interactions across multiple channels. It helps teams engage with customers through their preferred channel, whether that’s live chat, email, or in-app messaging, making it ideal for dynamic and fast-paced environments.
Why I picked Intercom: Its focus on startups is evident in the intuitive design that allows quick onboarding for your team. The platform offers live chat, automated messaging, and a customizable bot that caters to your specific business needs. These features help you maintain active communication with your customers without the need for dedicated IT resources. The ability to engage directly with users in real-time makes it a valuable asset for growing companies.
Standout features & integrations:
Features include a customizable bot that can handle common queries and free up your team for more complex issues. The platform also offers targeted messaging, allowing you to send personalized messages based on the customer journey and user behavior. Real-time chat keeps your communication instant and effective, increasing customer satisfaction.
Integrations include Salesforce, HubSpot, Slack, Google Analytics, Zendesk, Mailchimp, Stripe, Shopify, Zoom, and Microsoft Teams.
Pros and cons
Pros:
- Targeted messaging capabilities
- Customizable automation
- Real-time user engagement
Cons:
- Potential for notification overload
- Limited advanced reporting
Talkdesk is an omnichannel customer service platform designed specifically for call centers aiming to enhance their customer interaction capabilities. It serves teams by providing tools for managing calls, tracking performance, and improving customer satisfaction.
Why I picked Talkdesk: Its focus on call centers makes it ideal for businesses that handle high volumes of customer calls daily. The platform includes features like advanced call routing, real-time analytics, and customizable dashboards to optimize your team's efficiency. These tools help ensure that calls are directed to the right agents, improving response times and service quality. The emphasis on call management and performance tracking sets it apart for call center operations.
Standout features & integrations:
Features include advanced call routing that ensures calls reach the most suitable agents quickly. Real-time analytics provide insights into performance metrics, helping you make informed decisions. Customizable dashboards allow you to tailor views to your team's specific needs, enhancing productivity.
Integrations include Salesforce, Zendesk, Slack, Microsoft Teams, HubSpot, Google Workspace, Shopify, Freshdesk, ServiceNow, and Zoom.
Pros and cons
Pros:
- Supports high call volumes
- Real-time analytics
- Efficient call routing
Cons:
- Requires ongoing management
- Initial setup complexity
Nextiva offers an omnichannel customer service platform tailored for small businesses and startups looking to enhance their communication strategies. It serves teams by providing tools for managing customer interactions across various channels efficiently.
Why I picked Nextiva: It's designed with small businesses in mind, offering an intuitive interface that makes it easy for your team to get started. The platform includes features like call management, team collaboration tools, and customer analytics that align perfectly with the needs of smaller teams. Its affordability and ease of use make it accessible for businesses that might not have extensive IT resources. The focus on simplicity and essential features sets it apart for small business users.
Standout features & integrations:
Features include call management that helps your team handle customer inquiries effectively. Team collaboration tools ensure everyone stays on the same page, improving communication and productivity. Customer analytics provide insights into customer interactions, helping you make informed decisions.
Integrations include Salesforce, HubSpot, Zendesk, Microsoft Teams, Google Workspace, Slack, ServiceNow, Zoho, Outlook, and RingCentral.
Pros and cons
Pros:
- Reliable call quality
- User-friendly interface
- Easy setup process
Cons:
- Requires internet stability
- Basic reporting tools
Kustomer is an omnichannel customer service platform tailored for businesses seeking to integrate customer relationship management into their support operations. It can give your team tools to manage interactions, track customer history, and enhance service quality.
Why I picked Kustomer: Its strength lies in its CRM integration capabilities, making it a top choice for businesses prioritizing customer relationship management. The platform allows you to unify the customer timeline, giving your team a complete view of customer conversations. This helps in providing personalized and informed support. Additionally, the ability to automate routine tasks and workflows allows your team to focus on more complex customer needs.
Standout features & integrations:
Features include a unified customer timeline that consolidates all interactions into a single view for better context. Automation tools streamline routine tasks, freeing up your team for more critical issues. The platform also offers customizable workflows to suit your business processes and enhance efficiency.
Integrations include Salesforce, Slack, Shopify, Zendesk, Microsoft Teams, Google Workspace, Jira, Mailchimp, HubSpot, and Twilio.
Pros and cons
Pros:
- Efficient automation tools
- Unified customer timeline
- Strong CRM integration
Cons:
- Limited offline capabilities
- Requires technical expertise
Sprinklr is an omnichannel customer service platform designed for businesses that prioritize social media engagement. It helps teams connect with customers across various social media platforms while maintaining consistent communication and support.
Why I picked Sprinklr: Its focus on social media support makes it a top choice for teams that need to manage customer interactions on platforms like Facebook, X, and Instagram. The platform offers features like unified social media monitoring, real-time engagement tools, and detailed analytics to track performance. These tools help your team respond quickly to customer inquiries and analyze social media trends. The ability to integrate social media management with customer service operations enhances your team's responsiveness and efficiency.
Standout features & integrations:
Features include unified social media monitoring, which allows your team to track all platforms from a single dashboard. Real-time engagement tools help you respond promptly to customer inquiries and comments. Detailed analytics provide insights into social media performance, helping you refine your strategies.
Integrations include Salesforce, Microsoft Dynamics 365, SAP, Adobe Experience Manager, Marketo, Slack, Google Analytics, Zendesk, Hootsuite, and HubSpot.
Pros and cons
Pros:
- Unified monitoring dashboard
- Comprehensive analytics
- Real-time engagement tools
Cons:
- May need customization expertise
- Can be complex for small teams
Bright Pattern provides an omnichannel contact center platform that caters to businesses aiming to enhance customer communication across multiple digital channels. It is designed for teams looking to improve customer experiences through efficient channel switching and personalized interactions.
Why I picked Bright Pattern: It excels in offering AI-driven insights, which can help your team personalize customer experiences. The platform includes features like AI-powered assistance and real-time interaction monitoring, which are crucial for improving customer satisfaction. Its quick setup time and ability to maintain context when switching channels make it a valuable choice for businesses focusing on customer engagement. The platform's advanced AI capabilities set it apart by allowing immediate intervention during interactions.
Standout features & integrations:
Features include customizable workflows that let your team tailor customer interactions to specific needs. The mobile app enables employees to engage with customers on the go, breaking down organizational silos. Built-in quality management ensures high standards in customer service operations.
Integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Microsoft Teams, ServiceNow, Oracle, SAP, Google Workspace, Slack, and Zoom.
Pros and cons
Pros:
- Customizable workflows
- Advanced AI capabilities
- Maintains context across channels
Cons:
- Limited offline capabilities
- Requires training for full utilization
Freshworks provides an omnichannel customer service platform designed for businesses that prioritize intuitive interfaces and easy navigation. It serves teams by streamlining customer interactions and providing tools for efficient communication management.
Why I picked Freshworks: Its ease of use makes it a great choice for teams seeking straightforward solutions without the need for extensive training. The platform’s clean interface makes it easy for your team to manage customer inquiries and track interactions. Features like automation and workflow management simplify routine tasks, freeing up your team for more important issues. The emphasis on user-friendly design ensures that your team can quickly adapt and provide a quality service experience.
Standout features & integrations:
Features include automation tools that handle repetitive tasks, allowing your team to focus on complex issues. Workflow management helps streamline processes, improving efficiency and productivity. The platform also offers customizable dashboards, giving you control over how information is displayed.
Integrations include Salesforce, Slack, Microsoft Teams, Shopify, Google Workspace, Mailchimp, HubSpot, Zoom, Trello, and Jira.
Pros and cons
Pros:
- Supports team collaboration
- Effective automation tools
- Intuitive interface
Cons:
- May need additional customization
- Basic reporting features
Other Omnichannel Customer Service Software
Here are some additional omnichannel customer service software options that didn’t make it onto my shortlist, but are still worth checking out:
- Qualtrics XM
For customer feedback
- novomind
For European markets
- Nice
For complex integrations
- Zendesk
For scalability
- Zoho Desk
For affordability
- Zendesk
For real-time customer support
- Chatbase
For smart AI escalation
- Gainsight
For customer success teams
- HubSpot
For marketing integration
- Sendbird
For in-app messaging
Omnichannel Customer Service Software Selection Criteria
When selecting the best omnichannel customer service software to include in this list, I considered common buyer needs and pain points like managing multiple communication channels and providing a seamless experience across them. I used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Manage multiple communication channels
- Provide consistent experience across channels
- Track customer interactions and history
- Automate routine support tasks
- Offer real-time communication options
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven customer insights
- Advanced customization options
- Multi-language support
- Integration with CRM systems
- Social media monitoring tools
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface design
- Ease of navigation
- Minimal training requirements
- Clear and concise user guides
- Responsive system performance
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to templates and guides
- Support from AI-powered chatbots or live agents
- Webinars for new users
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- Availability of 24/7 support
- Response time to inquiries
- Quality of support documentation
- Access to live chat or phone support
- Customer feedback on support experiences
Value For Money (10% of total score)
To evaluate the cost-effectiveness of each platform, I considered the following:
- Competitive pricing compared to features
- Flexible pricing plans
- Discounts for annual subscriptions
- Transparent pricing structure
- Cost-benefit ratio
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Commonly mentioned pros and cons
- Frequency of updates and improvements
- User feedback on reliability
- Recommendations from current users
How to Choose Omnichannel Customer Service Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Ensure the omnichannel solution can grow with your business. Look for solutions that handle increasing volumes of interactions without compromising performance. |
| Integrations | Check if the software integrates with your existing tools. Seamless CRM and social media platform connections can enhance your team's efficiency. |
| Customizability | Consider how easily you can tailor the software to your omnichannel customer service strategy. Custom workflows and dashboards can help your team work more effectively. |
| Ease of use | Evaluate the interface for intuitiveness. Your team should be able to navigate the system easily without extensive training or frustration. |
| Budget | Compare pricing plans against your budget. Look for flexible options that offer value without hidden costs, considering both upfront and ongoing expenses. |
| Security safeguards | Verify the software's data protection measures. It should comply with industry standards to keep your customer information safe and secure. |
| Support | Assess the quality of customer support. Reliable 24/7 assistance and comprehensive documentation can make a big difference when issues arise. |
| Analytics | Look for robust reporting and analytics features. Insights into customer interactions can guide your decisions and improve service delivery. |
Trends in Omnichannel Customer Service Software
In my research, I sourced countless product updates, press releases, and release logs from different multichannel customer service software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-powered personalization: Many vendors are using AI to offer personalized customer interactions. This trend is growing as businesses aim to tailor experiences to individual customer needs. For example, AI can analyze an entire customer interaction history to suggest personalized responses and ensure continuity of service.
- Voice Recognition technology: Voice recognition is becoming more common, allowing customers to interact with services hands-free. This trend enhances accessibility and convenience, with some vendors incorporating voice commands into their platforms for better customer engagement.
- Proactive customer engagement: Tools are evolving to engage customers before they reach out with issues. This trend involves using data analytics to predict customer needs and offer solutions proactively, improving satisfaction and reducing support tickets.
- Omnichannel analytics: Vendors are focusing on providing insights that allow businesses to understand customer behavior and preferences across platforms, helping to refine strategies and improve services.
- Video chat support: Video chat is gaining traction as a support tool, offering a more personal touch. It's useful for complex issues where visual guidance is needed, and some vendors are integrating this feature to enhance customer interactions.
What Is Omnichannel Customer Service Software?
Omnichannel customer service software is a tool that allows businesses to seamlessly manage customer interactions across multiple communication channels from a single platform. Customer service professionals and support teams generally use these tools to improve response times and provide consistent support.
Features like AI-powered personalization, proactive engagement, and omnichannel analytics help with tailoring customer experiences, predicting needs, and understanding behavior. Overall, these tools enhance customer satisfaction by ensuring efficient and personalized service across all channels.
Features of Omnichannel Customer Service Software
When selecting omnichannel customer service software, keep an eye out for the following key features:
- AI-powered personalization: This feature uses AI to tailor interactions based on customer data, enhancing the customer experience by making conversations more relevant.
- Advanced call routing: Directs calls to the most suitable agent, improving response times and ensuring customers get the help they need quickly.
- Multichannel analytics: Provides insights across all communication channels, helping businesses understand customer behavior and optimize service strategies.
- Proactive customer engagement: Uses data to anticipate customer needs and offer solutions before issues arise, reducing support tickets and increasing satisfaction.
- Unified customer timeline: Consolidates all interactions from different channels into a single view, giving agents the context they need to provide informed, personalized support.
- Video chat support: Offers a more personal way to assist customers; especially useful for complex issues requiring visual guidance.
- Customizable dashboards: Allows teams to tailor their workspace to fit their needs, improving efficiency and focus.
- Workflow automation: Streamlines repetitive tasks, freeing up your team to handle more complex customer interactions.
- Multi-language support: Enables communication with a diverse customer base, expanding reach and improving accessibility.
- Security safeguards: Protects customer data by complying with industry standards, and maintaining trust and reliability.
Benefits of Omnichannel Customer Service Software
Implementing omnichannel customer service software, including social customer service solutions, provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved customer satisfaction: Customers receive timely, relevant, and consistent support across channels, enhancing their overall experience and consequently, customer retention.
- Increased efficiency: Workflow automation and advanced call routing help your team handle more interactions with less effort, boosting productivity.
- Better insights: Omnichannel analytics provide a comprehensive view of customer behavior, enabling data-driven decisions that improve service quality.
- Enhanced personalization: AI-powered features tailor interactions to individual customer preferences, making engagements more meaningful and effective.
- Cost savings: Businesses can save on operational costs by reducing the need for multiple platforms and optimizing resource allocation.
- Wider reach: Multi-language support and video chat options allow you to connect with a broader audience, expanding your customer base.
- Stronger security: Compliance with industry standards ensures customer data is protected, fostering trust and reliability.
Costs and Pricing of Omnichannel Customer Service Software
Selecting omnichannel customer service software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in omnichannel customer support solutions:
Plan Comparison Table for Omnichannel Customer Service Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic ticketing, email support, and limited analytics. |
| Personal Plan | $5-$25/user/month | Email and chat support, basic reporting, and limited customization options. |
| Business Plan | $30-$75/ user/month | Multi-channel support, workflow automation, and advanced reporting tools. |
| Enterprise Plan | $80-$150/ user/month | Full customization, AI-powered analytics, and dedicated account management. |
Omnichannel Customer Service Software FAQs
Here are some answers to common questions about omnichannel customer support software:
What is the main disadvantage of omnichannel customer service software?
The main disadvantage of omnichannel software is the complexity of implementation. It requires a well-coordinated system that functions seamlessly across multiple channels. An omnichannel approach can be difficult to implement in organizations where data silos exist. Ensuring consistent customer experiences everywhere can be challenging, especially without the right technology and processes in place.
How do you implement omnichannel customer service?
To implement omnichannel customer service, start by understanding customer expectations and identifying the channels you’ll use (hint: look at the channels your customers use). Invest in the right technology to support these channels and upskill your team to handle them effectively. Also, consider creating self-service options and ensure customer data security throughout the process.
What are the 4 C's of omnichannel customer service?
The 4 C’s of omnichannel customer service are Customer experience, Context, Content, and Collaboration. These elements work together to create a cohesive and engaging customer experience across all channels, ensuring that interactions are relevant and consistent.
What features should I look for in omnichannel service software?
Look for features like AI-powered personalization, advanced call routing, and omnichannel analytics. These features help tailor customer interactions, direct inquiries efficiently, and provide insights into customer behavior, enhancing overall service quality and satisfaction.
How does omnichannel software improve customer satisfaction (CSAT)?
Omnichannel service software improves customer satisfaction by providing consistent support across multiple channels, allowing for more personalized and efficient interactions. Features like proactive engagement and unified customer timelines ensure that customers receive timely and relevant assistance, boosting their overall experience.
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