14 Best Omnichannel Software in 2024 [An Expert Guide For Omnichannel Customer Service in The Digital Era]

In the constantly changing and somewhat unfamiliar landscape of customer service, the need for an omnichannel software is pivotal and stands as a catalyst for innovation and efficiency. In 2024, the importance of omnichannel software in enhancing customer experience and streamlining service, marketing and sales processes has never been more important.

Today, where digital transformation is inevitable for so many types of businesses, companies, particularly small enterprises and startups, in the field of e-commerce, retail and SaaS are seeking solutions that not only address their unique challenges but also elevate their customer engagement strategies and contribute to growing their bottom line-revenue.

Omnichannel customer service software, by its very design, breaks down the silos between different communication channels. It creates a unified platform where conversations from day to day business channels such as emails, social media, chat, SMS, WhatsApp and other mediums converge, providing a holistic view of customer interactions. This integration is crucial for businesses in today’s rapidly moving and some would say demanding landscape, where customers expect seamless and personalized experiences and less friction across all touch points.

For small businesses and startups, specifically in the field of e-commerce and retail that operates an extensive Support, Sales and Marketing departments this technology is not just a tool but a strategic asset for the long run. It empowers them to compete on a larger scale, offering customer service that rivals that of their more established counterparts. By adopting omnichannel approach for Customer Service, Sales and Marketing, they can enhance customer satisfaction, increase efficiency, and ultimately drive growth.

As we delve into the world of omnichannel customer service software, it's essential to recognize the top niche players in the market. These software solutions have been meticulously selected based on their features, user-friendliness, and ability to meet the always-changing needs of small businesses and startups.

14 Top Customer Service Omnichannel Software
Quick summary of the top 14 Omnichannel software for customer service and support in 2024
  • Glassix: A frontrunner in customer service efficiency.

  • Freshworks: Known for its intuitive design and robust features.

  • Sprinklr: A powerhouse in managing customer experiences.

  • Hiver: Excelling in email-based customer support.

  • LeadDesk: Ideal for small businesses prioritizing call center functionalities.

  • Novomind: A blend of innovation and customer-centric features.

  • Pexly: Tailored for diverse communication needs.

  • Vocalcom: A versatile solution for omnichannel interactions.

  • Nice: Leveraging AI for personalized customer experiences.

  • Puzzle: Innovative in simplifying complex customer interactions.

  • DeskXpand: A perfect blend of functionality and simplicity.

  • LiveVox: Focused on enhancing customer engagement.

  • Kapture CX: Known for its customer journey mapping capabilities.

  • Mekari Qontak: Distinguished by its comprehensive service and AI suite.

Each of these software solutions offers unique features and benefits tailored to address the specific challenges faced by small businesses and startups in the digital era. In the following sections, we'll explore each of these platforms in detail, highlighting their key features and the reasons behind their ranking.

What is an Omnichannel customer service software?

Omnichannel customer service software represents the top of the line in customer engagement technology. This highly-advanced software unifies multiple communication channels — such as email, social media, live chat, and phone calls — into a single, cohesive platform. This integration ensures that customer interactions are seamless, consistent, and personalized, regardless of how or where a customer chooses to reach out.

For customer service teams and managers, the benefits of such a system are manifold. It enables a 360-degree holistic view of customer interactions, allowing for more informed and responsive service. By having access to a customer's entire history across various channels, service and support agents can provide more personalized and efficient assistance while focusing on the more stimulating and complex tasks that often require the human touch and element.

For the customers themselves, the advantages are equally significant. They enjoy a smooth, hassle-free experience, with the ability to switch between channels without having to repeat information which in many cases just causes HUGE frustrations. This level of convenience and attentiveness can significantly boost customer satisfaction and loyalty and grow your bottom line revenue, especially when it comes to renewals and upgrades.

In a nutshell, omnichannel customer service software is more than just a tool you add to your tech stack; it's a comprehensive, advanced (and not futuristic anymore) approach to customer engagement that aligns with the modern consumer's expectations of convenience, speed, and personalization.

5 Key benefits of using Omnichannel customer service

  • Enhanced customer experience: Omnichannel software provides a consistent and personalized experience across all platforms, significantly enhancing customer satisfaction and loyalty.

  • Increased efficiency: By streamlining communications into one platform (AKA Unified Communications), service and support teams can respond more quickly and effectively, reducing response times and increasing productivity.

  • Data-driven insights: Omnichannel platforms gather data across all channels, offering invaluable insights into customer behavior and preferences, which can inform business strategies and improve service offerings.

  • Scalability for growth: For small businesses and startups, scalability is crucial. Omnichannel software can easily adapt to growing customer bases and expanding service channels, ensuring that the business scales without compromising on customer service and support quality.

  • Competitive edge: Today, where customer experience can be a key differentiator, small businesses and startups equipped with omnichannel capabilities can stand out in the market, offering service that rivals larger competitors.

2024's Best Omnichannel customer service software for small businesses and startups

1. Glassix

Glassix earns its top spot as the best omnichannel software of 2024 for several compelling reasons. First and foremost, its intuitive interface simplifies complex customer interactions, making it accessible for teams of all skill levels.
Glassix excels in integrating various communication channels into a single , unified view and its well known for its state of the art AI-driven unified inbox, allowing for seamless transitions and ensuring that no customer query goes unanswered using advanced AI features.
Being omnichannel means, having the ability to switch between channels seamlessly and effortlessly without losing the conversation history and that is what Glassix renowned for.

What sets Glassix apart is its advanced AI capabilities. These AI-driven features not only automate routine tasks but also provide real-time insights and recommendations, enabling customer service teams to deliver proactive and personalized support. Glassix's ability to analyze customer sentiment and engagement patterns is particularly beneficial for small businesses and startups, where understanding and responding to customer needs quickly can make a significant difference. With its AI suite including features such as Auto-suggested replies, one-click conversations summaries, and auto-tagging of conversations based on context the platform is a win-win-win for the agent, the admin and the customer.

Furthermore, Glassix offers robust scalability. As a business grows, the software adapts, supporting an increasing number of interactions and more complex service requirements. This scalability ensures that small businesses can maintain high-quality customer service even as they expand.

Glassix's combination of user-friendliness, advanced AI features, and scalability makes it the top choice for businesses looking to excel in omnichannel customer service in 2024.

2. Freshworks

Freshworks secured its position as the second-best omnichannel software in 2024 thanks to its comprehensive suite of customer engagement tools. Designed with user experience in mind, Freshworks offers a blend of simplicity and power, making it an ideal choice for small businesses and startups.

One of the standout features of Freshworks is its intuitive user interface. Even for teams with limited technical expertise, navigating through the platform's features is straightforward. This ease of use does not come at the expense of functionality, however.

Freshworks provides a wide array of tools, including automated ticketing systems, AI-driven chatbots, and detailed analytics, all of which work together to streamline customer interactions and improve service efficiency.

Moreover, Freshworks excels in its customization capabilities. Businesses can tailor the platform to suit their specific needs, from custom workflows to personalized customer communication strategies. This level of customization is particularly valuable for startups and small businesses, as it allows them to create a unique customer service experience that can differentiate them in the market.

The platform's integration capabilities further enhance its appeal. Freshworks seamlessly integrates with a variety of third-party applications, ensuring that businesses can continue using their preferred tools while benefiting from Freshworks' omnichannel capabilities.

In essence, Freshworks stands out for its blend of user-friendly design, comprehensive features, and customization options, making it a top choice for businesses looking to provide exceptional customer service in 2024.

3. Sprinklr

Sprinklr ranks third on our list for its innovative approach to omnichannel customer service. It distinguishes itself with a robust platform that focuses on managing and enhancing customer experiences across all digital channels.

A key strength of Sprinklr is its advanced AI technology. The platform utilizes AI to not only manage customer interactions but also to analyze and interpret customer data. This results in more insightful and actionable feedback for businesses, enabling them to tailor their services and communication strategies effectively.

Sprinklr's emphasis on social media integration is particularly noteworthy. Recognizing the growing importance of social media in customer service, the platform provides comprehensive tools for monitoring, engaging, and managing customer interactions on various social platforms. This capability is crucial for businesses in today's digital landscape, where customers increasingly turn to social media for support and feedback.

Additionally, Sprinklr's scalability and flexibility make it a suitable choice for businesses of all sizes. Whether it's a startup looking to establish its customer service operations or a growing business expanding its reach, Sprinklr adapts to the changing needs, ensuring consistent quality in customer engagement.

Overall, Sprinklr's combination of advanced AI, social media prowess, and adaptability positions it as a leading omnichannel software solution well-suited for the dynamic demands of the digital era.

4. Hiver

In fourth place, we picked Hiver, a solution that shines in managing email-based customer interactions. Hiver's unique approach to email management makes it stand out, especially for businesses where email remains a primary communication channel with customers.

What sets Hiver apart is its seamless integration with Gmail. This integration transforms the familiar Gmail interface into a powerful customer service tool, allowing teams to manage shared inboxes effectively without the need for a separate platform. This familiarity and ease of use are significant advantages, particularly for small businesses and startups that require a straightforward and efficient solution.

Hiver's features, such as email tagging, automated responses, and conversation threads, ensure that customer emails are handled efficiently and systematically. Additionally, its analytics capabilities provide valuable insights into email response times and team performance, enabling businesses to continuously improve their customer service processes.

The solution's scalability is another key factor in its ranking. Hiver grows with your business, accommodating increasing volumes of emails and more complex customer service requirements without compromising on performance or user experience.
Hiver's integration with Gmail, combined with its efficient email management features and scalability, makes it an ideal choice for businesses seeking an effective email-based customer service solution in 2024.

5. LeadDesk

Securing the fifth spot is LeadDesk, a solution particularly well-suited for businesses that prioritize call center functionalities. LeadDesk stands out for its ability to streamline and enhance telephone-based customer interactions, a critical aspect for many customer service operations.
LeadDesk's strengths lie in its robust call management features. These include advanced call routing, interactive voice response (IVR) systems, and real-time call monitoring, all of which contribute to a more efficient and effective call center operation.

The software's user-friendly interface ensures that managing these complex functionalities remains straightforward for service teams.
Another significant advantage of LeadDesk is its customization capabilities. The platform allows businesses to tailor their call center operations to their specific needs, from custom call scripts to personalized customer interaction strategies. This level of customization is invaluable for small businesses and startups looking to create a unique and memorable customer service experience.

Additionally, LeadDesk offers excellent integration capabilities, allowing businesses to connect the platform with their existing CRM systems and other business tools. This integration ensures a unified view of customer interactions across all channels, enhancing the overall efficiency of the customer service operation.

LeadDesk's combination of powerful call management features, customization options, and seamless integration makes it a top choice for businesses focusing on telephone-based customer service in 2024.

6. Novomind

Ranking sixth on our list is Novomind, a software that blends innovative technology with customer-centric features. Its standout aspect is the integration of AI and machine learning capabilities, which facilitate smarter and more efficient customer interactions.

Novomind excels in providing a seamless omnichannel experience. Its ability to integrate various communication channels, such as email, chat, social media, and phone, into a single platform is particularly impressive. This integration allows customer service teams to switch between channels effortlessly, ensuring a consistent and coherent customer journey.
Another key feature of Novomind is its powerful AI-driven chatbot technology. These chatbots can handle routine inquiries autonomously, freeing up human agents to tackle more complex issues. This not only enhances efficiency but also ensures quick response times, a crucial factor in customer satisfaction.

The software also offers robust customization options, allowing businesses to tailor the platform to their specific needs and preferences. This level of personalization is crucial for startups and small businesses especially in the e-commerce and retail space seeking to differentiate themselves in a competitive market.
Novomind's fusion of AI technology, omnichannel integration, and customization capabilities make it a strong contender for businesses aiming to optimize their customer service in the digital era.

7. Pexly

Securing the seventh position is Pexly, a solution tailored to diverse communication needs. Pexly distinguishes itself with its versatility and user-friendly interface, making it an excellent choice for startups and small businesses.

One of the key strengths of Pexly is its comprehensive communication toolkit. The platform offers a wide range of features, including live chat, email support, social media integration, and telephony services. This diversity ensures that businesses can engage with their customers on their preferred channels, enhancing the overall customer experience. Pexly's real-time analytics and reporting tools are another highlight. These tools provide valuable insights into customer interactions and service team performance, enabling businesses to make data-driven decisions and continuously improve their service and support strategies.

Moreover, Pexly is known for its scalability. As businesses grow and their customer service needs evolve, Pexly adapts seamlessly, supporting an increasing volume of interactions and more complex service requirements without any compromise in performance.
Pexly's combination of a comprehensive communication toolkit, insightful analytics, and scalability makes it a go-to choice for businesses looking to excel in omnichannel customer service in 2024.

8. Vocalcom

Vocalcom, taking the eighth spot, is renowned for its versatile solution in managing omnichannel interactions. It stands out for its ability to provide a comprehensive and integrated customer service experience across various channels.
A significant advantage of Vocalcom is its all-in-one platform, which includes functionalities for voice, email, social media, and live chat. This integrated approach ensures that customer queries, regardless of the channel they originate from, are handled efficiently and cohesively.

Vocalcom also excels in its deployment of AI and automation technologies. These features not only streamline routine tasks but also enhance the overall customer interaction by providing timely and relevant responses. For small businesses and startups, such AI-driven efficiencies can be a game-changer, enabling them to offer high-quality service with limited resources.

Additionally, the platform's analytics and reporting capabilities offer deep insights into customer interactions and service efficiency. This data-driven approach enables businesses to continuously refine their customer service strategies and improve performance.
Overall, Vocalcom's blend of comprehensive channel integration, AI capabilities, and insightful analytics makes it an excellent choice for businesses aiming to provide superior omnichannel customer service in 2024.

9. Nice

In ninth place, we rank Nice, which leverages AI to deliver personalized customer experiences. Nice is particularly noted for its sophisticated analytics and automation capabilities, which are critical for effective omnichannel customer service.
The core strength of Nice lies in its advanced AI engine. This engine powers a range of functionalities, from predictive analytics to automated customer interaction management. By harnessing the power of AI, Nice enables businesses to offer highly personalized and proactive customer service, a key differentiator in today’s competitive market.
Nice's emphasis on analytics is another standout feature. The platform provides detailed insights into customer behavior and preferences, allowing businesses to tailor their services and communication strategies accordingly. This level of customization is especially beneficial for small businesses looking to establish strong customer relationships.

Furthermore, Nice's scalability ensures that it remains a viable solution as businesses grow. Its ability to handle increasing volumes of customer interactions across various channels without sacrificing quality or efficiency is a testament to its robust design.
Nice's combination of AI-driven personalization, comprehensive analytics, and scalability positions it as a top contender for businesses focused on delivering exceptional omnichannel customer experiences in 2024.

10. Puzzel

Securing the 10th position is Puzzel, an innovative software known for simplifying complex customer interactions. Puzzel's unique approach to omnichannel customer service makes it particularly suitable for businesses that deal with a high volume of customer queries across multiple channels.
Puzzel shines with its intuitive interface, which simplifies navigation across different communication channels, including social media, live chat, email, and phone. This ease of use is crucial for small businesses and startups, where resources for extensive training might be limited.

One of the most compelling features of Puzzel is its real-time communication capabilities. The platform enables customer service teams to interact with customers in real-time, providing quick and efficient responses that are crucial for maintaining high customer satisfaction levels.

Additionally, Puzzel's analytics and reporting tools provide insightful data on customer interactions and service team performance. These insights allow businesses to make informed decisions to enhance their customer service strategies, tailoring them to meet the unique needs and preferences of their customer base.
In summary, Puzzel's user-friendly design, real-time communication capabilities, and insightful analytics make it a strong choice for businesses looking to enhance their customer service efficiency in 2024.

11. DeskXpand

At 11th place, we rank DeskXpand, a platform that stands out for its perfect blend of functionality and simplicity. DeskXpand is designed to cater to the omnichannel needs of modern businesses, particularly those seeking a straightforward yet effective customer service solution.

DeskXpand excels in its ability to streamline customer interactions across various channels. Whether it's managing emails, handling live chats, or engaging with customers on social media, DeskXpand ensures a cohesive and consistent service experience.
The platform also offers robust customization options, allowing businesses to tailor its features to suit their specific operational needs. This flexibility is especially beneficial for startups and small businesses that require a solution adaptable to their evolving requirements.
Another notable aspect of DeskXpand is its user-centric design. The platform is intuitive and easy to use, reducing the learning curve for customer service teams and enabling them to focus more on delivering quality interactions with customers.

Overall, DeskXpand's combination of omnichannel management, customization flexibility, and user-friendly design positions it as a valuable tool for businesses aiming to streamline their customer service operations in the digital era.

12. LiveVox

LiveVox claims the 12th spot, focusing on enhancing customer engagement through its omnichannel capabilities. It's particularly well-suited for businesses looking for a comprehensive solution that combines advanced communication technologies with customer experience management.
A standout feature of LiveVox is its unified communications platform. This platform integrates voice, email, SMS, and social media channels into a single interface, simplifying the management of customer interactions and ensuring a seamless experience across all touchpoints.

LiveVox also incorporates powerful analytics and reporting tools. These tools offer valuable insights into customer preferences and behavior, enabling businesses to tailor their communication strategies for maximum effectiveness. This data-driven approach is vital for small businesses and startups that need to optimize their resources and focus on strategies that yield the best results.
Moreover, LiveVox offers robust compliance features, ensuring that businesses adhere to industry standards and regulations while engaging with customers. This aspect is particularly crucial in sectors where compliance is a significant concern.

In essence, LiveVox's blend of unified communications, insightful analytics, and compliance features make it an excellent choice for businesses seeking an effective and reliable omnichannel customer service solution in 2024.

13. Kapture CX

Securing the 13th position is Kapture CX, known for its customer journey mapping capabilities. Kapture CX offers a unique perspective on customer service, focusing on the entire customer journey to provide a more comprehensive and engaging experience.
The platform's journey mapping tool allows businesses to visualize and understand the various stages of their customers' interactions. This understanding is critical for identifying areas for improvement and creating more personalized and effective communication strategies.

Kapture CX also excels in integrating multiple communication channels, including traditional and digital mediums. This integration ensures that customers receive consistent and cohesive service, regardless of how they choose to interact with a business.
Another significant advantage of Kapture CX is its focus on actionable insights. The platform's analytics capabilities help businesses track key performance indicators and make data-driven decisions to enhance their customer service operations.

Overall, Kapture CX's focus on the customer journey, coupled with its omnichannel integration and insightful analytics, makes it a valuable tool for businesses aiming to create a more holistic and effective customer service experience in 2024.

14. Mekari Qontak

In our last but yet respectable place, we have Mekari Qontak, distinguished by its comprehensive service suite. Mekari Qontak offers a range of features that cater to the diverse needs of modern businesses, making it a versatile choice for companies seeking an all-encompassing customer service solution.
Mekari Qontak's strength lies in its ability to consolidate various communication channels into a single platform. This consolidation enables businesses to manage customer interactions more efficiently, ensuring that no query goes unanswered and every customer feels valued.
The software also offers advanced automation features. These features streamline repetitive tasks, allowing customer service teams to focus on more complex inquiries and provide a higher level of service.

Furthermore, Mekari Qontak provides robust analytics tools. These tools deliver insights into customer behavior and service team performance, empowering businesses to continuously refine their strategies and improve their overall service quality.
In summary, Mekari Qontak's comprehensive service suite, combined with its omnichannel capabilities and advanced analytics, makes it an excellent choice for businesses looking to enhance their customer service operations in 2024.

How to implement an Omnichannel customer service software?

Implementing an omnichannel customer service software is a strategic process that involves several key steps:

  • Assess your needs: Begin by evaluating your current customer service KPIs, success metrics and processes. Identify the channels your customers use most and the type of support they expect. This assessment will help you understand the features you need in an omnichannel solution.

  • Choose the right software: Select a software that aligns with your business needs, considering factors like ease of use, integration capabilities, and scalability. Refer to our top 14 list for options that cater to various requirements.

  • Train your team: Once you've chosen your software, train your customer service team to use it effectively. This training should cover not only the technical aspects of the software but also best practices for delivering consistent service across all channels and help avoid team burnout by helping them to adapt quickly.

  • Integrate with existing systems: To maximize efficiency, integrate the omnichannel software with your existing CRM and other business tools. This integration ensures that all customer data is centralized and accessible.

  • Test and launch: Before fully implementing the software, conduct a pilot test to iron out any kinks. Gather feedback from your team and make necessary adjustments. Once everything is set, officially launch your new omnichannel customer service system.

  • Monitor and optimize: Continuously monitor the performance of your omnichannel system. Use the analytics and reporting tools to identify areas for improvement and make adjustments to your strategy accordingly.

Why is Omnichannel customer service important?

An omnichannel customer service is no longer just an option; it's a necessity for any business, small or large. Here are key reasons why it's crucial:

  • Customer expectations: Modern customers expect seamless interactions across all channels. Omnichannel service meets these expectations, enhancing overall customer satisfaction and loyalty.

  • Competitive advantage: Providing omnichannel service can differentiate your business from competitors, especially if they are yet to adopt this approach.

  • Efficiency and productivity: Omnichannel solutions streamline communication, reducing response times and increasing overall team productivity by unifying your business channels into one centralized hub.

  • Data-driven insights: These platforms provide valuable insights into customer behavior, helping businesses make informed decisions and tailor their strategies for better results.

  • Scalability: As your business grows, an omnichannel approach allows you to easily expand your customer service capabilities without compromising on quality.
Implementing omnichannel customer service software is a strategic move that can significantly benefit small businesses and startups. By choosing the right software, training your team, and continuously optimizing your approach, you can provide a superior customer experience that drives loyalty and growth while amplifying your brand affinity.

Under the hood

As we've covered the diverse landscape of omnichannel customer service software, one thing is abundantly clear: it has transformed how businesses interact with their customers and completely changed customer expectations shifting more interactions into digital channels.

The 14 software solutions we've explored each bring unique strengths to the table, specifically addressing  the varied needs of small businesses and startups striving to enhance their customer engagement. From the seamless integration of Glassix to the comprehensive service suite of Mekari Qontak, these tools represent the forefront of innovation in customer service technology.

Remember, implementing an omnichannel approach is more than just adopting new software into your tech stack; it's about embracing a customer-centric mindset that values seamless, efficient, and personalized interactions and making sure that people at your org are embracing it with full understanding. By choosing the right tool from our expertly curated list and following the steps to implement it effectively, businesses can not only meet but exceed the evolving expectations of their customers while growing their bottom line revenue.

In 2024 and beyond, the success of customer service agents and customer service as a whole will hinge on the ability to adapt, integrate, and personalize. The insights provided in this guide serve as a roadmap for businesses seeking to thrive in this dynamic environment. Embracing omnichannel customer service is not just a strategic decision for today; it's an investment in the future of your business and the satisfaction of your customers.