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Customers have come to expect seamless service across a multitude of touchpoints. Whether they’re reaching out through chat, social media, email, or even a traditional phone call, the expectation remains the same – a consistent and high-quality experience.
However, many teams today still operate in silos, fragmented communication, delayed responses, and scattered customer data across disjointed tools.
That’s where omnichannel helpdesk software step in. These platforms help unify every support channel to ensure your team never misses a message from any channel.
In this article, we’ll explore what omnichannel helpdesks are, how they benefit support teams, and the 17 best platforms you can choose from.
Table of Contents
- Quick Summary
- Why Trust Us?
- What Is an Omnichannel Helpdesk?
- How Does Your Customer Support Benefit from an Omnichannel Help Desk?
- 17 Best Omnichannel Helpdesk and Customer Support Software for 2025
- 2. Zendesk
- 3. Freshdesk
- 4. HappyFox
- 5. LiveAgent
- 6. Sprinklr
- 7. Hubspot
- 8. Salesforce Service Cloud
- 9. Zoho Desk
- 10. Kayako
- 11. Gorgias
- 12. DevRev
- 13. Chatbase
- 14. Kustomer
- 15. Gladly
- 16. Monday Service
- 17. Tidio
Quick Summary
Struggling to manage customer messages across all channels? This guide reviews 17 top omnichannel helpdesk software for 2025, including Hiver, Zendesk, Freshdesk. These platforms help unify communication, improve response times, and deliver consistent customer support across all channels. You’ll also find real-world examples, updated pricing, and detailed pros and cons to help you make better decisions.
Why Trust Us?
We evaluate helpdesks the same way support teams use them — across real channels, real workloads, and real customer scenarios. For this guide, we tested each platform hands-on, reviewed user feedback, and compared them on clear criteria such as setup speed, channel coverage, AI capabilities, and overall usability.
We also work closely with teams that run high-volume support operations, so we see what actually improves response times, reduces missed messages, and makes day-to-day work easier. The result is a practical, unbiased roundup based on what truly works in an omnichannel environment — not on vendor claims.
What Is an Omnichannel Helpdesk?
An omnichannel helpdesk is a unified customer support system that coordinates communication across multiple channels like email, live chat, voice, WhatsApp, and social media into a single inbox.
Unlike multichannel tools that separate your support channel, an omnichannel platform centralizes all customer interactions and data, providing agents with detailed context for every conversation. This ensures faster resolutions, fewer missed messages, and consistent customer support across every touchpoint.
How Does Your Customer Support Benefit from an Omnichannel Help Desk?
By this point, you would have understood how an omnichannel help desk functions. By combining various communication channels into one platform, an omnichannel help desk guarantees that every customer query is acknowledged.
Here’s how that translates into results your support team can feel:
1. Unified Customer Experience
With an omnichannel help desk, all customer interactions are centralized. This implies that your support team can access the complete history of customer interactions across different channels in one single platform. For example, Hiver users report 2x faster response times after unifying their email, chat, and WhatsApp in one dashboard.
2. Reduced Response Times
An omnichannel help desk consolidates all customer queries in one single location. This enables agents to respond faster and more effectively. AI-powered features like Hiver Copilot even suggest responses and automate ticket assignments, which cuts manual workload in half.
3. Improved Agent Productivity
An omnichannel helpdesk makes your support team’s life so much easier. They do not need to juggle multiple platforms to resolve customer issues. This leads to fewer errors and a more productive team. With automation and shared notes, teams stay focused and organized with everything in one tab.
4. Better Customer Insights
With an omnichannel helpdesk, you don’t have to keep pulling in data from different places. That’s because It provides you with unified reports, tag-level analytics, and conversation summaries to quickly identify trends.
5. Better Team Collaboration
Having an omnichannel help desk encourages better collaboration within your support team. Agents can readily exchange information, escalate issues, and collaborate on complex inquiries.
17 Best Omnichannel Helpdesk and Customer Support Software for 2025
Modern customer support requires meeting users on their channel of choice – whether email, live chat, phone, social media, or more. Omnichannel helpdesks enable teams to manage these varied channels through a unified interface and workflow. Agents can provide consistent, continuous support across several touchpoints.
Whether you are a small startup or a large enterprise, these platforms offer features and functionalities that will help you streamline your customer service operations.
That said, below is an expanded, data-verified list of the top 17 omnichannel helpdesks your team can rely on in 2025.
| # | Tool | Starting Price | Free Trial | G2 Rating (Over 5) | Channel Supported |
|---|---|---|---|---|---|
| 1. | Hiver | $19 per user per month | 7 days, offers free plans as well | 4.6 | Email, Chat, WhatsApp, Voice, Knowledge Base |
| 2. | Zendesk | $19 per user per month | 14 days | 4.3 | Email, Chat, Social, Voice |
| 3. | Freshdesk | $15 per user per month | 14 days | 4.4 | Email, Chat, Voice, Social |
| 4. | HappyFox | $9 per user per month | No free trial | 4.5 | Email, Chat, Voice |
| 5. | LiveAgent | $9 per user per month | 14 days | 4.5 | Email, Chat, Voice, Social |
| 6. | Sprinklr | $199 per user per month | 30 days | 4.3 | SMS, live chat, email, voice, Slack, and Microsoft Teams. |
| 7. | Hubspot | $15 per user per month | 14 days | 4.4 | Email, Chat, Voice, Social |
| 8. | Salesforce Service Cloud | $24 per seat per month | 30 days | 4.5 | Email, Chat, Social, Voice |
| 9. | Zoho Desk | $7 per user per month | 15 days | 4.4 | Email, Chat, Social, Voice |
| 10. | Kayako | $79 per user per month | Not publicly stated | 4.0 | Email, Chat, and Social |
| 11. | Gorgias | $10 per user per month | 7 days | 4.6 | Email, Chat, Social, Voice |
| 12. | DevRev | Custom | $10,000 in free credits | 4.5 | Email, Chat, Docs |
| 13. | Chatbase | $32 per month | No free trial, but has a free plan | 4.7 | Chat, Social media |
| 14. | Kustomer | $89 per seat per month | 14 days | 4.4 | Chat, Social, Email, Voice |
| 15. | Gladly | $150 per user per month | 14 days | 4.5 | Email, Chat, Voice, SMS |
| 16. | Monday Service | $21.6 per seat per month | 14 days | 4.5 | Email, Chat, Tasks |
| 17. | Tidio | $24.17 per month | 7 days | 4.7 | Chat, Email, Messenger, WhatsApp |
1. Hiver
Hiver is an omnichannel helpdesk software that helps you manage customer interactions across multiple support channels – email, chat, WhatsApp, phone, and knowledge base. The biggest advantage of Hiver is that it is extremely easy to use, meaning your team can easily adopt it without extensive training.
Another interesting quirk of Hiver is that it helps you manage all support channels and other work emails from the same place. This means, you don’t have to switch between multiple tabs to get work done.
Let’s look at all the support channels that can be managed with Hiver.
Most companies use an ID like info@ or support@ to do email support. Hiver helps you manage such email IDs using a shared inbox. Support staff can access and respond to emails as a team from this shared inbox. Every incoming email can be assigned as a task to someone in the team – either manually or via an automation.
Collaboration is also easy: Team members can leave internal notes to provide context or take help from colleagues, work together on responses, and use email templates for handling frequently asked queries. You can also set up SLAs to ensure responses are sent on time, and gauge customer opinion using CSAT surveys.
Live chat
Respond to customer queries in real time via live chat. You get to easily assign every incoming chat to a dedicated team member – either manually or through automation. For frequently asked questions, such as those on order status or refund policies, you can use chat templates to speed up your responses.
Moreover, get intelligent suggestions on how to respond to customers based on how the conversation is going. This ensures you don’t have to type out responses from scratch every single time.
Additionally, you can monitor and evaluate your team’s performance by tracking essential metrics like turnaround time and average resolution time. You can wrap up each chat by sharing a brief CSAT survey with your customer to gauge customer satisfaction.
Knowledge base
A knowledge base empowers customers to find answers on their own, reducing the need to reach out to your support team for anything and everything. Setting this up using Hiver takes minutes.
Managing content is just as easy—your team can quickly add, edit, and categorize articles to keep information up to date. Customers can find what they need via a search bar or by browsing through categories. As a result, your support team doesn’t have to deal with every single query. They can focus on the more complicated tickets.
Hiver enables your business to streamline queries arriving in its WhatsApp for Business channel. Instead of juggling multiple devices, support teams can assign, collaborate on, and resolve WhatsApp queries – just like emails – from a centralized platform. Every conversation gets a clear owner, and there’s complete visibility into who is handling what.
The biggest advantage of this integration is that you get to scale WhatsApp support. Unlike the WhatsApp Business app, which limits group access to five concurrent users, Hiver doesn’t have a limit on users. You can add as many team members as needed to handle WhatsApp conversations.
Hiver – Aircall Voice Integration
Hiver’s Voice Inbox, powered by its integration with Aircall, helps teams log and manage customer calls. All incoming calls can be assigned to support staff – everyone knows what they have to work on. You can also check the status of every call. – whether it’s yet to be picked up, work in progress, or closed. Moreover, reps can pull information from Aircall – tags, notes, and call recordings – into Hiver, so that all customer context is in one place.
Pricing
- Free plan: Free forever.
- Growth: $29/user/month, billed annually.
- Pro: $45/user/month, billed annually.
- Elite: $75/user/month, billed annually.
Pros
- Intuitive interface
- Fastest setup among all tools listed
- Excellent analytics and collaboration
- AI-driven ticket management
Cons
- Automation isn’t as deep as what some big-ticket enterprise tools offer.
- Reporting dashboards could be more flexible.
2. Zendesk
Zendesk empowers support agents to efficiently manage customer interactions across multiple channels within a unified Agent Workspace. Its omnichannel functionalities streamline customer communications across multiple customer touchpoints.
Within the Zendesk Suite, you’ll find various products that can help you improve customer experience. These include the omnichannel helpdesk system, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore, and Zendesk Sunshine Conversations.
It includes the following omnichannel helpdesk features:
- Live Chat
- Social Media (Additional fees may apply)
- Voice Support (extra cost add-on)
- Help center (No customer portal or community forum)
Pricing
- Suite Team: $55/user/month, billed annually
- Suite Growth: $89/user/month, billed annually
- Suite Professional: $115/user/month, billed annually
- Suite Enterprise: custom pricing
Pros
- Enterprise-grade scalability
- Rich analytics
- Huge integration marketplace
- Mature workflows & automations.
Cons
- Pricing stacks up with add-ons
- Steeper learning curve
- Admin complexity for smaller teams.
3. Freshdesk
Freshdesk is a SaaS-based omnichannel helpdesk that provides a comprehensive suite of features for businesses aiming to deliver exceptional customer service. These features include omnichannel support, automated ticket routing, robust reporting, self-service options, SLA management, and more.
Freshdesk efficiently consolidates customer requests from various channels like email, voice, chat, and social media, allowing your team to manage all interactions from a unified interface. It also offers agents a user-friendly experience, supporting their productivity.
It includes the following omnichannel helpdesk features:
- Email ticketing
- Knowledge Base
- Social Media (Restricted to Facebook and WhatsApp)
- Freshcaller and Freshchat have to be purchased separately. They have different plans of their own and start at $15 and $19 per agent, respectively.
Pricing
- Free plan: Free for up to 2 agents
- Growth: $15/user/month, billed annually
- Pro: $49/user/month, billed annually
- Enterprise: $79/user/month, billed annually
Pros
- Clean and user-friendly interface that’s easy for support teams to navigate
- Strong automation tools and workflow rules for faster ticket resolution
- Affordable pricing tiers with a free plan for small teams
- Robust reporting and analytics capabilities
- Integrates well with other Freshworks products like Freshcaller and Freshchat
Cons
- Voice and chat features require separate subscriptions
- Limited social media integrations (restricted to Facebook and WhatsApp)
- Advanced customization options locked behind higher-tier plans
4. HappyFox
HappyFox is a viable option for small businesses aiming to enhance their customer support efficiency. It provides a user-friendly omnichannel helpdesk software that simplifies customer support for small businesses, offering assistance through email, live chat, phone, and knowledge base channels.
It also facilitates ticket assignment to agents and incorporates automation capabilities, enabling them to streamline processes and boost productivity. Bear in mind they have a minimum 5-agent requirement.
Its $49 ‘Team’ plan per month includes the following omnichannel helpdesk features:
- Email ticketing
- Knowledge Base
- Live Chat (Available at extra premium)
- Voice Support (Available at extra premium)
- Social Media
- JIRA, Slack and Aircall integration
Pricing
- Basic: $9/user/month, billed annually
- Team: $49/user/month, billed annually
- Pro: $99/user/month, billed annually
- Enterprise PRO: custom pricing
Pros
- Intuitive interface with straightforward ticket management and automation
- Strong integration options with tools like JIRA, Slack, and Aircall
- Flexible omnichannel support covering email, chat, voice, and social media
- Reliable reporting and analytics for tracking performance
- Excellent scalability for mid-sized teams expanding their support operations
Cons
- Minimum 5-agent requirement increases entry cost for small teams
- Live chat and voice features come as paid add-ons
- Limited AI capabilities compared to newer platforms
5. LiveAgent
LiveAgent serves as an online omnichannel helpdesk solution tailored for small and midsize e-commerce businesses. Its feature set encompasses live chat, ticket management, online self-service portals, and change and license management, available as integrated and standalone applications.
The software incorporates a ticket management system that captures the complete conversation history, including chat messages, emails, phone calls, and messages from other communication channels.
It’s $29 per agent per month ‘Medium business’ plan includes the following Omnichannel Support features:
- Email Ticketing
- Knowledge Base
- Customer Forum
- Live Chat (Restricted to 5 users)
- Call centre
- Social Media (add-ons for each social media channel cost $39). To access WhatsApp integration, you must upgrade to the ‘Large Business’ plan at $49.
Pricing
- Small business: $9/user/month, billed annually.
- Medium business: $29/user/month, billed annually.
- Large business: $49/user/month, billed annually.
- Enterprise: $69/user/month, billed annually.
Pros
- Comprehensive omnichannel coverage across email, chat, call center, and social media
- Easy-to-use ticket management system with full conversation history
- Reliable automation tools for task assignment and SLA tracking
- Offers a customer forum and knowledge base for self-service support
- Competitive pricing across tiers for small to medium businesses
Cons
- Live chat access is limited to five users on the Medium Business plan
- Social media integrations come as paid add-ons
- WhatsApp support available only in higher-tier plans
- Interface can feel dated compared to newer solutions
6. Sprinklr
Sprinklr’s Contact Center as a Service (CCaas) platform offers an omnichannel helpdesk solution that spans various communication channels, strongly emphasizing social media management and live chat for real-time customer engagement.
Sprinklr’s knowledge base also empowers businesses to create a repository of FAQs, guides, and articles for self-service support, reducing support ticket volume and enhancing the overall customer experience.
Beyond live chat and the knowledge base, Sprinklr integrates email, social media platforms, and messaging apps, providing businesses with a unified approach to customer engagement.
Its $199 per agent per month ‘Self-serve customer service solution’ plan includes the following Omnichannel Support features:
- Live chat
- Community management
- Knowledge base
- Social media
Pricing
- Self-serve customer service solution: $199/user/month, billed annually
- Custom CCaaS solution: custom pricing
Pros
- Comprehensive coverage across key channels, including email, chat, and social media
- Advanced analytics and reporting capabilities for real-time performance tracking
- Strong focus on social engagement and community management
- Scalable solution suitable for large enterprises and global support teams
Cons
- High starting price compared to mid-market alternatives
- Complex setup process that may require technical assistance
- Some advanced AI and automation features are limited to higher-tier plans
7. Hubspot
Hubspot’s Service Hub is a cloud-based omnichannel helpdesk tailored for businesses of all sizes. Notable features encompass reporting, automation, and analytics.
It supports live chat, allowing teams to speak to customers in real-time, and chatbots to help teams quickly answer common customer support questions and scale one-to-one communications.
Service Hub also offers a Facebook messenger integration that enables agents to manage their Facebook conversations from their shared inbox.
Its $90 per month ‘Service Hub Professional’ plan includes the following
Omnichannel Support features:
- Email and ticketing
- Live chat
- Voice
- SMS (To access this, you’ll have to purchase the marketing hub product separately, starting at $45)
- Social media integration (To access this, you’ll have to purchase the marketing hub product separately, starting at $45)
Pricing:
- Service hub starter: $15/user/month, billed annually
- Service hub professional: $90/user/month, billed annually
- Service hub enterprise: $150/user/month, billed annually
Pros
- Seamless integration with HubSpot CRM, providing unified customer data and visibility
- Built-in live chat and chatbot tools for instant customer engagement
- Comprehensive reporting and automation features for tracking performance and scaling support
- Smooth Facebook Messenger integration for managing social conversations directly in the inbox
- Ideal for marketing and sales teams already using the HubSpot ecosystem
Cons
- SMS and advanced social integrations require additional Marketing Hub subscriptions
- Can become costly as features are added from different HubSpot Hubs
- May require onboarding time for teams new to HubSpot’s interface
8. Salesforce Service Cloud
Salesforce Service Cloud is a robust omnichannel helpdesk solution that’s built to handle customer interactions across a wide range of channels. Known for its deep customization capabilities, this platform allows businesses to tailor customer experience to their specific needs.
Service Cloud supports email, live chat, social media, phone, and even SMS, all integrated into a single dashboard for easy management. With features like Einstein Bots, teams can leverage AI to respond to common customer queries, so that human agents can focus on more complex issues.
The platform also offers comprehensive analytics and reporting features to gain insights into customer behavior and agent performance.
Salesforce Service Cloud’s $80 per user per month ‘Professional’ plan includes the following Omnichannel Support features:
- Social media
- Self-service portal
- AI capabilities (Einstein bots) to resolve common customer queries (Available with extra cost)
Pricing
- Starter suite: $24/user/month, billed annually.
- Professional: $80/user/month, billed annually.
- Enterprise: $165/user/month, billed annually.
- Unlimited: $330/user/month, billed annually.
- Einstein for service: $500/user/month, billed annually.
Pros
- Robust omnichannel coverage, combining email, chat, voice, social media, and SMS in one dashboard
- Advanced AI capabilities through Einstein Bots to automate repetitive queries and workflows
- Extensive reporting and analytics for tracking agent productivity and customer satisfaction
- Highly customizable to fit enterprise workflows and complex support needs
- Strong integration ecosystem with Salesforce CRM and third-party tools
Cons
- Pricing scales quickly with additional users and AI add-ons
- Requires technical setup and customization for optimal performance
- Can feel complex for smaller teams or those without admin expertise
9. Zoho Desk
Zoho Desk is another omnichannel help desk designed for businesses looking for a cost-effective solution without compromising features. It enables customer interactions through multiple channels, including email, social media, live chat, and a self-service portal, all from a single platform.
One of Zoho Desk’s standout features is its AI-powered assistant, Zia, which helps support teams by offering answer suggestions and highlighting urgent tickets. The platform also includes robust ticket management and automation capabilities.
Zoho Desk integrates seamlessly with other Zoho products like Zoho CRM and Zoho SalesIQ, allowing businesses to create a fully connected customer service ecosystem.
The $20 per agent per month ‘Professional’ plan includes the following Omnichannel Support features:
- Phone call
- Social media
- Community forums
- Knowledge base
- Live chat (available at extra cost)
Pricing:
- Free: Free up to 3 agents; but limited omnichannel capabilities
- Express: $7/user/month, billed annually.
- Standard: $14/user/month, billed annually.
- Professional: $23/user/month, billed annually.
- Enterprise: $40/user/month, billed annually.
Pros
- AI assistant “Zia” enhances agent productivity with smart ticket suggestions and prioritization
- Comprehensive channel coverage including email, phone, chat, and social media
- Smooth integration with other Zoho products like CRM and SalesIQ for a unified ecosystem
- Affordable pricing tiers suitable for startups and mid-sized businesses
- Customizable workflows and automation rules for streamlined operations
Cons
- Live chat available only as a paid add-on
- Interface can feel cluttered with advanced customization options
- Limited third-party integrations compared to larger competitors
10. Kayako
Kayako offers a unified omnichannel helpdesk platform that merges email, live chat, and social messages into a single interface. It’s designed to help support teams track complete customer journeys without switching between tools.
The software’s customer timeline gives agents full visibility into past interactions, while automation and SLAs ensure faster resolution times. Its self-service portal and reporting features make it suitable for both small and growing teams.
Its only plan $79 per month includes Omnichannel Support features:
- Shared inbox for email, chat, and social
- Complete customer timeline and conversation history
- Custom workflows and SLA automation
- Self-service and knowledge base portal
- Reporting and analytics dashboard
Pricing
- Growth Kayako One: $79/user/month, billed annually
Pros
- Strong customer history tracking
- Ideal for teams handling mixed communication channels
- Easy-to-use self-service portal
Cons
- Higher base cost than some competitors
- Limited AI or automation depth compared to newer tools
11. Gorgias
Gorgias is an omnichannel helpdesk built specifically for e-commerce businesses that want to manage customer requests from email, chat, voice, and social channels in one dashboard.
It integrates seamlessly with major e-commerce platforms, allowing agents to view orders, issue refunds, and respond to inquiries without switching tabs. Automation rules and macros speed up repetitive tasks, while shared inboxes keep teams aligned. Its $10 per user per month ‘Starter’ plan includes the following Omnichannel Support features:
- Shared inbox for email, chat, and social channels
- Integrations with Shopify, Magento, and BigCommerce
- Automated workflows and response templates
- Voice and SMS support
- Real-time customer context view
Pricing
- Starter: $10/month (up to 50 tickets)
- Basic: $60/month (up to 300 tickets)
- Pro: $360/month (up to 2,000 tickets)
- Advanced: $900/month (up to 5,000 tickets)
Pros
- Excellent for e-commerce support teams
- Deep integrations with major online store platforms
- Strong automation and tagging features
Cons
- Voice and SMS require higher-tier plans
- Limited enterprise customization options
12. DevRev
DevRev is an omnichannel helpdesk designed for SaaS and technology companies that want to connect support, product development, and customer feedback into one workflow.
It combines customer conversations with internal product updates so agents can see which features or issues are being addressed. Its unified system allows teams to turn support tickets into actionable development tasks.
Its $19.99 per user per month ‘Starter’ plan includes the following Omnichannel Support features:
- Shared inbox for email and chat
- Built-in documentation and internal wiki
- Unified customer and product lifecycle dashboard
- Customizable automation workflows
- API and CRM integrations
Pricing
- Starter: $19.99/user/month
- Pro: $49/user/month
- Enterprise: Custom pricing
Pros
- Ideal for SaaS and DevOps-oriented teams
- Connects customer support directly with development
- Clear workflow visualization between teams
Cons
- Complex setup for non-technical users
- Limited voice and social integrations
13. Chatbase
Chatbase focuses on providing AI-driven chat support for businesses that rely heavily on live messaging channels. It is best suited for teams looking to scale conversational support without managing multiple platforms.
The platform uses AI to summarize interactions, suggest responses, and help teams identify recurring customer issues.Its $32 per month ‘Hobby’ plan includes the following Omnichannel Support features:
- Live chat widget
- Integration with Messenger and web chat
- AI-assisted responses and summaries
- Conversation analytics and insights
- Customizable chatbot builder
Pricing
- Free: Available for small teams
- Hobby: $32/month
- Standard: $120/month
- Pro: $400/month
Pros
- Excellent for chat-first businesses
- Simple setup with AI-driven automation
- Affordable for small teams
Cons
- Limited coverage beyond chat and messaging
- Lacks traditional omnichannel tools like email or voice
14. Kustomer
Kustomer provides a customer-centric omnichannel helpdesk that merges chat, email, social, and voice interactions under one view. It’s designed for personalized support and high message volumes.
Agents can view the entire customer timeline across channels, automate workflows, and create contextual responses faster. AI-powered tools assist in categorizing tickets and managing escalations efficiently.
Its $89 per user per month ‘Enterprise’ plan includes the following Omnichannel Support features:
- Shared inbox across multiple channels
- Unified customer timeline view
- Automated workflows and chatbots
- Voice integration and social media messaging
- Customizable reporting tools
Pricing
- Enterprise: $89/user/month
- Ultimate: $139/user/month
- Custom: For large-scale deployments
Pros
- Robust customer context view across all channels
- Advanced automation and workflow tools
- Great for teams focused on personalization
Cons
- Expensive for small businesses
- Requires more time for onboarding and setup
15. Gladly
Gladly is an omnichannel helpdesk platform built for contact centers that prioritize high-touch, personalized customer service. It unifies conversations across chat, voice, email, and SMS into a single view.
With features like agent collaboration and real-time AI suggestions, Gladly enables faster resolutions and stronger customer relationships. Its $150 per user per month ‘Hero’ plan includes the following Omnichannel Support features:
- Unified message thread across channels
- Built-in voice and SMS support
- AI-driven agent assistance
- Live agent collaboration tools
- Customer timeline view
Pricing
- Hero: $150/user/month
- Premium: Custom pricing
Pros
- Strong multichannel integration
- Ideal for premium service teams
- Excellent collaboration tools
Cons
- High pricing for smaller teams
- Enterprise setup may require onboarding assistance
16. Monday Service
Monday Service blends traditional helpdesk functionality with task and workflow management, making it ideal for teams that already use Monday.com.
Its visual boards, automation tools, and SLA tracking allow teams to organize, prioritize, and resolve support tickets efficiently. It $21.6 per seat per month ‘Standard’ plan includes the following Omnichannel Support features:
- Email, chat, and task-based ticketing
- Visual workflow boards and automation
- SLA tracking and reporting
- Integrations with Monday apps and third-party tools
- Real-time collaboration
Pricing
- Standard: $21.6/seat/month, billed annually
- Pro: $31.7/seat/month, billed annually
- Enterprise: Custom pricing
Pros
- Perfect for teams using Monday’s ecosystem
- Simple visual ticket management
- Great for small and midsize support teams
Cons
- Voice and social features limited
- May require add-ons for full omnichannel coverage
17. Tidio
Tidio offers a chat-focused omnichannel helpdesk designed for small and midsize businesses that prioritize Messenger, WhatsApp, and web chat as their main customer channels.
It combines automation bots with live chat, allowing teams to provide quick and personalized responses. Its $29 per month ‘Starter’ plan includes the following Omnichannel Support features:
- Live chat widget
- WhatsApp and Messenger integrations
- Email ticketing and automation
- AI chatbot templates
- Analytics and reporting
Pricing
- Free: Limited conversations
- Starter: $24.17/month
- Growth: $32.5/month
Pros
- Strong support for chat and messaging channels
- Affordable for small and growing teams
- Quick setup with automation templates
Cons
- No native voice support
- Limited advanced omnichannel tools compared to larger suites
Our Evaluation and Selection Criteria for the Best Omnichannel Helpdesks and Customer Support Software
We selected each tool based on specific criteria to ensure that only the most reliable, scalable, and future-proof tools make our list. These include:
- Ease of setup and implementation speed
- Channel coverage (email, chat, social, voice, WhatsApp)
- AI and automation capabilities
- Collaboration tools and shared inbox visibility
- Sophisticated analytics and reporting
- Customer support and pricing transparency
- Scalability for growing teams
Features To Look For in an Omnichannel Helpdesk
In the above section, I’ve explained the best omnichannel helpdesk solutions available in the market. But, with these many options, how do you ensure that you pick the right solution for your business?
To decide this, it’s important to know what features will genuinely enhance your team’s efficiency and your customers’ experience. Let’s dive into some of the must-have features.
1. Centralized inbox
A centralized inbox is the heart of an omnichannel helpdesk. It brings all customer communications into one place—whether they’re from email, chat, social media, or phone.
This feature helps your support team stay organized and ensures that no customer query slips through the cracks.
For instance, Hiver does this brilliantly by mimicking your inbox. With Hiver, you can create a shared inbox for your support team that looks like your inbox. This allows teams to manage customer queries without needing long hours of training.
2. Customizable knowledge base
A knowledge base is an excellent self-service tool that helps customers find answers to common questions on their own. A customizable knowledge base feature allows you to create and manage FAQs, guides, and articles that are easily accessible to customers.
This not only reduces the number of incoming tickets but also empowers customers to help themselves.
3. Seamless integrations with other apps
The ability to integrate with other tools and platforms your business is important to set up a seamless workflow. Integrations ensure that your omnichannel helpdesk works well within your existing ecosystem, whether it’s CRM software, project management tools, or marketing platforms.
For example. Hiver integrates seamlessly amazingly well with Trello, Slack, JIRA, Salesforce CRM and other productivity apps, offering a more connected and efficient workflow.
4. Analytics and reporting functionalities
It is important for every business to understand how their support team is performing. A good omnichannel help desk should provide in-depth analytics that gives you insights into metrics like response times, ticket resolution rates, and customer satisfaction scores.
Hiver offers robust reporting features that let you monitor your team’s performance, so that you identify areas for improvement and recognize top performers.
5. Automated workflows
Automated workflows can help reduce the manual workload and eliminate human error. Features like auto-assignment of tickets, automated responses, and workflow rules can help streamline your support operations. This is especially useful for handling routine tasks.
6. Real-time Collaboration functionality
Support teams often need to collaborate to resolve customer issues efficiently. Look for an omnichannel help desk that offers real-time collaboration features like shared notes, and internal chats. These tools can speed up response times and improve the accuracy of the information while resolving customer queries.
Hiver, for instance, allows teams to leave private notes right beside customer queries and tag colleagues, without having to forward messages or CC them.
Omni-channel vs Multi-channel helpdesks: A quick comparison
With a multi-channel help desk solution, you’re looking at different isolated channels. Think of it like multiple lanes in a swimming pool, each lane doing its own thing.
On the other hand, Omnichannel is more like a well-coordinated team, with every player knowing what the other is doing. Both have their strengths and weaknesses, and neither is a one-size-fits-all solution. Let’s dive into the specifics:
| Feature | Multi-channel Helpdesk | Omni-channel Helpdesk |
|---|---|---|
| Channel Integration | Multiple separate channels | Seamless integration across channels |
| Customer Experience | Inconsistent across different channels | Consistent and unified acrossplatforms |
| Data Analysis | Isolated data from each channel | Unified data for deeper insights |
| Customer Journey Tracking | Limited tracking across channels | Complete tracking across all touchpoints |
| Scalability | Can be complex with more channels | Easier to scale with an integrated approach |
| Cost | Typically less expensive | Generally more expensive but comprehensive |
| Implementation | Faster to set up individual channels | Requires strategic planning and alignment |
Choosing between multi-channel and omni-channel helpdesk software involves understanding your business needs and customer expectations. If you favor a system where each channel operates independently, multi-channel might be your pick.
If a cohesive, unified experience across all platforms is what you seek, then omnichannel could be the answer. The table above illustrates the key differences, but the right choice? That’s a strategic call you’ll make based on your company’s goals.
The Future of Omnichannel Customer Support
The landscape of customer support is changing quickly due to technological advancements. Also, with the changing patterns of customer needs and expectations, the service you provide should be top-notch, if you want to keep a thriving business.
As we look into the future, various trends are influencing how omnichannel customer support should look. Here is what you can anticipate in the future:
1. AI-powered automation and chatbots
Artificial intelligence is the most talked about advancement impacting various industries – and customer support is not left behind.
AI and automation are already transforming how the customer support teams function, and their influence is only set to grow. AI-powered chatbots are becoming more sophisticated, able to handle more complex queries and also getting proficient in understanding human language with minimal errors.
It’s important to note that this shift is not about replacing human agents but augmenting them. Here’s how a business owner visualizes the impact of AI on customer support.
So, it shouldn’t come as a shock when I say that businesses must and should invest in AI and machine learning technologies to enhance their support capabilities.
AI-driven chatbots in your omnichannel strategy can help you handle routine queries more efficiently so that your human agents can deal with more complex issues.
2. Video-based customer support
While traditional text and voice-based support remains popular, video calls are also becoming increasingly important. Customers appreciate the human touch that comes with voice and video support, especially when dealing with complex issues that require detailed explanations.
This becomes particularly useful when your customers are stuck while using product features. With the help of video-calling, your support team can easily share their screen and navigate the right solution in the call itself for your customer.
Monday.com, a SaaS based project management tool has started incorporating video-based support. And here’s what one of their customers had to say about the experience. Notice how the app extends video support, without compromising the privacy of the customer. This is something commendable!
3. Impact of Predictive Analytics
Customers always look for proactive support. Reactive support in today’s world just dont cut it. Now, with an omnichannel support system, you already have all your customer data in one centralized place.
With the help of machine learning and statistics, you can analyze customer data and behavior, to a point where you start to anticipate needs and address potential issues before they become problems. This is called predictive analysis and is quite powerful to help you create a proactive approach.
This proactive approach not only enhances customer satisfaction but also reduces support costs. Here’s a reddit thread on the same lines:
“Predictive analytics involves extracting actionable insights from historical data to forecast future trends, behaviors, and outcomes. By leveraging advanced statistical techniques and machine learning algorithms, organizations can make more informed decisions, optimize processes, and anticipate customer needs.”
So, leverage the power of detailed analytics to identify trends and potential issues. Reach out to customers proactively when you anticipate problems or recognize an opportunity to enhance their experience.
Create Your Omnichannel Support Strategy with Hiver
Choosing the right omnichannel help desk comes down to finding a solution that fits your team’s workflow. Ideally, you’ll want to consider features, integrations, pricing, and ease of use. But most importantly, choose a solution that lets your team manage customer conversations across multiple channels without adding complexity.
The best way to decide? Test it out. Take advantage of free trials, book demos, and involve your support team in the process. See how each platform handles email, chat, calls, and other channels in a real-world setting.
One solid contender on your list should be Hiver. Since it is as easy to use as your inbox, your team won’t have to spend a lot of time learning the new tool. Just log in and start managing support queries instantly!
Not just that, it also offers features like:
- Notes and shared drafts, which help agents discuss complex queries internally without forwarding emails.
- Automated assignments ensure that every query—whether from email, chat, or WhatsApp—is instantly forwarded to the right person.
- SLA tracking helps teams meet deadlines,
- Customer satisfaction surveys provide direct feedback to improve support quality.
By bringing these features to a centralized platform, Hiver helps teams stay organized, work faster, and deliver a seamless omnichannel support experience.
Frequently Asked Questions (FAQs)
1. What is an omnichannel help desk?
An omnichannel help desk is a customer support platform that integrates various communication channels—like email, live chat, social media, phone, and more—into a single, unified interface. This means your support team can handle all customer interactions from one place.
2. How does an omnichannel help desk differ from a multichannel one?
While both omnichannel and multichannel help desks support multiple communication channels, the main difference lies in integration. In a multichannel setup, each channel operates independently, meaning information doesn’t easily flow between them. An omnichannel help desk, on the other hand, connects all channels together, ensuring that all customer data and conversations are centralized.
3. Can I try an omnichannel help desk before committing to it?
Absolutely! Most omnichannel help desk providers offer free trials so you can test out the features and see if they’re the right fit for your business. It’s a great way to get hands-on experience and involve your support team in the decision-making process.
4. How does an omnichannel help desk help in providing personalized customer service?
An omnichannel help desk gathers all customer interactions in one place, allowing your team to access a complete history of each customer’s journey. This makes it easier to personalize responses and provide informed support, which can make a big difference in how customers perceive your brand.
5. How can AI and automation improve my customer support with an omnichannel help desk?
AI and automation can significantly enhance your customer support by handling routine queries, providing quick responses, and suggesting solutions based on past interactions. This frees up your agents to focus on more complex issues, leading to faster resolution times and happier customers.
6. When should I use video-based support?
Video-based support is especially useful in scenarios like when your customers need technical support or product demonstrations. It can also be beneficial during customer onboarding.
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